Complaint: [redacted]
I am rejecting this response because:
How am I supposed to know that Realgy charges twice as much as my old provided when I did not get my first bill until July? I was supposed to cancel within 10 days of the welcome letter which came in May. There was no way for me to know that my bill would actually be higher than my old provided until I received it in July. This company uses these tactics to actually charge consumers double the price of their old provided and then wants to charge $50 cancellation fee. To me that is fraud, as they advertise they will be cheaper. Nothing is cheaper with Realgy, the per therm fee remained the same as my old provider.
I want the $50 cancellation fee waived because of their dishonest advertising.
Sincerely,
[redacted]
CUSTOMER
HISTORY TIMELINE:
07/16/09
– enrolled via TPV
07/17/09
– Welcome letter sent
12/19/12
– notice from Utility, Acct [redacted] dropped service
12/26/12
@ 2:46 pm - Realgy called number on file to inquire about the drop service, the
number has been disconnected
03/20/14
@ 4:17 pm – Customer left message
03/21/14
– Realgy sent TimeTrade Invitation
03/24/14
@ 7:53 am – Realgy left message for Customer
03/27/14
@ 2:16 pm – Realgy left message for Customer
04/14/14
@ 10:46 am – Customer left message
04/16/14
@ 10:28 am – Realgy called and spoke with Customer. Discussed contract details. Customer requested copy of TPV, T&Cs, as
well as Drop Service Procedure
06/23/14
– Rec’d notice from Utility, accounts dropped
06/23/14
– Release letter sent to Customer
07/29/14
@ 10:07 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.
08/12/14
– Rec’d Complaint
08/25/14
– 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 2009. 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 2 weeks.
Evidence
refutes this statement.
They're
contract states you can only cancel 30-days prior to February 28. Below is the TERMINATION portion of the
contract:
TERMINATION: Buyer may terminate this Agreement,
without cost, by providing 60 day written
notice prior to the end of current
Term. If Buyer fails to provide 60 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 $80 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 24
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.
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
CUSTOMER
HISTORY TIMELINE:
07/16/09
– enrolled via...
TPV
07/17/09
– Welcome letter sent
12/19/12
– notice from Utility, Acct [redacted] dropped service
12/26/12
@ 2:46 pm - Realgy called number on file to inquire about the drop service, the
number has been disconnected
03/20/14
@ 4:17 pm – Customer left message
03/21/14
– Realgy sent TimeTrade Invitation
03/24/14
@ 7:53 am – Realgy left message for Customer
03/27/14
@ 2:16 pm – Realgy left message for Customer
04/14/14
@ 10:46 am – Customer left message
04/16/14
@ 10:28 am – Realgy called and spoke with Customer. Discussed contract details. Customer requested copy of TPV, T&Cs, as
well as Drop Service Procedure
06/23/14
– Rec’d notice from Utility, accounts dropped
06/23/14
– Release letter sent to Customer
07/29/14
@ 10:07 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.
08/12/14
– Rec’d Complaint
08/25/14
– 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 2009. 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 2 weeks.
Evidence
refutes this statement.
They're
contract states you can only cancel 30-days prior to February 28. Below is the TERMINATION portion of the
contract:
TERMINATION: Buyer may terminate this Agreement,
without cost, by providing 60 day written
notice prior to the end of current
Term. If Buyer fails to provide 60 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 $80 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 24
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.
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:
03/06/07 – Customer enrolled via TPV
03/2007 – Welcome Letter sent
04/14/14 @ 4:46 pm (after hours) – Customer left message
04/15/14 @ 4:47 pm (after hours) – Customer left message
04/16/14 @ 4:09 pm – Customer left message
04/17/14 @ 1:43 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 2007 and overall we have saved her money. She said she doubted
it. She was given the Cancelation Process and told about the ETF of
$80. 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 7
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.
04/18/14 – Rec’d request to drop
04/18/14 – Rec’d Complaint
04/18/14 – Submission for Drop request to Utility
04/22/14 – Confirmation from Utility for Drop Request
04/23/14 – Researched and responded to complaint
04/25/14 – 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 2007. Affirmative
It
is delivered and billed through [redacted]. Affirmative
My
latest bill for gas supply was $409.65 (an increase of over $141, even though I
used 145 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 12 months Realgy has been charging almost
twice what [redacted] charged (Realgy: .7514/therm; [redacted]: .3831). This is
incorrect.
I
called Realgy 4 times on 3 consecutive days without anyone returning my
calls. We
have had an extremely high call volume.
Our normal procedure is to return all calls with 1 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 2 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 false 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 7 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 (6.5 adder) never changed.
GD","sans-serif";
color:#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
01/04/16
Customer
authorized enrollment via TPV
01/07/16
Notice
from Utility, enrollment accepted
01/11/16
Welcome
Letter sent
04/11/16
10.26
a
Customer
left message
04/12/16
11.41
a
Realgy
left message
04/14/16
Recd,
researched, responded to complaint
04/14/16
5.53
p
Realgy
left message
04/14/16
6.12
p
Customer
called into Realgy, discussed billing. Not happy, would like to
cancel. Advised we need that request in writing and we will process.
04/18/16
10.29
a
Emailed
recd requesting cancel of service.
04/18/16
Submit
request to cancel service to Utility
04/19/16
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
charging. This is completely counter to the multiple calls and verifications we
made, as well as their site rate check tool. This 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 assist. Another 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
04/11/16 and the call was returned the next morning, 04/12/16. 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
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
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.
That being said, we did indeed call multiple times, from our home phone, as well as our mobile phones. There may indeed be an automated system, however, one would have to know all 3 of our numbers to know which came from us. We made around 4-5 different calls and left messages, and it wasn't until we opened up the complaint with the Revdex.com that Realgy actually called us back to back to make sure they got ahold of us in person.
Sincerely,
[redacted]
Case No: [redacted]
12pt; font-family: Leelawadee;">HISTORY SUMMARY FOR:
Name: [redacted]
Phone: ###-###-####
Street: [redacted]
City/St/Zip: [redacted]
Account No.: [redacted]
Utility: [redacted]
CUSTOMER HISTORY TIMELINE:
DATE TIME MESSAGE
09/07/16 Customer authorized enrollment via contract
09/11/16 NOTICE from Utility, enrollment accepted
09/12/16 Welcome Letter sent
10/19/16 4.35 p Customer left message
10/20/16 12.01 p Realgy called and spoke to [redacted], 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 switch. Advised of the Program and that she is guaranteed to save at least 4% in total at the end of the term. If she is canceling early, there is an ETF and she forfeits any amount in Storage, per her contract. We also need the request to terminate in writing. Said she was going to complain to Revdex.com.
10/26/16 Recd request to cancel
10/26/16 Submit request to cancel
10/28/16 NOTICE from Utility, enrollment canceled
11/22/16 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 bill. He did not tell me I was signing up for a different provider. He did not give me a copy of the form I signed. This 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 $80 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 2 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.
01/25/15 – Customer enrolled via TPV
02/03/15 – Notice from Utility accepted enrollment
02/04/15 – Welcome Letter sent
02/13/15 @ 10:54 am – Customer left message
02/13/15 @ 2:50 pm – Realgy called and spoke to
Customer, [redacted] stated he is very upset that he was charged for the welcome
letter of $1.15. I apologized to the
customer for inconvience and that we would refund him. He 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 check. The customer
then complained about having to use his gas to cash the check. I advsd to the
customer that we are trying to rectify the problem but it is with the postal
service. I advsd we do weigh and set the postage but sometimes post offices to
kick back. Customer was still not happy and wanted to be transferred to the
supervisor. Call transferred to [redacted].
02/13/15 @ 2:51 pm – Supervisor took transferred
call, [redacted] is unhappy about the postage due. Advsd we can refund that back. He
said he would have to waste his time and his gas to go to the bank. Advsd that
is all we can offer. Advsd we send
approx 1000 out a week and maybe 10 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.
03/10/15 @ 11:14 am – Customer left message
03/10/15 @ 3:13 pm – Realgy left message
03/10/15 – 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 12 February 2015, I received a package
in the mail with postage due of $1.13 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 $1.13 plus
$10.00 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 $1.13.
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 accurate. This number has been registered since 2009. Fact, not an opinion.
From: [redacted] Sent: Tuesday, June 09, 2015 1:55 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 Registry. You successfully registered your phone number ending in [redacted] on September 25, 2009. Most telemarketers will be required to stop calling you 31 days from your registration date. Sincerely,[redacted]
I am not a customer of Realgy, but someone who was nearly deceived by a representative of this company. Someone wearing a similar vest and hat to the men who work on our power lines with [redacted] in Illinois came to my door claiming to be from [redacted]. On the vest was written Realgy [redacted] and the man was carrying a clipboard with Realgy written on the letterhead. He asked to see my [redacted] bill so he could register me for a discount. He didn't tell me that he would be signing me up with a different energy supplier, but only tried to hide behind [redacted]'s name to coerce me into giving him my personal information so he could make changes to my account without my true consent. This business is scamming people door to door.
Case No: [redacted]
11pt; font-family: Leelawadee;">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 Revdex.com 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 [redacted], 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 Revdex.com 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
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]
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.
That being said, we did indeed call multiple times, from our home phone, as well as our mobile phones. There may indeed be an automated system, however, one would have to know all 3 of our numbers to know which came from us. We made around 4-5 different calls and left messages, and it wasn't until we opened up the complaint with the Revdex.com that Realgy actually called us back to back to make sure they got ahold of us in person.
Sincerely,
[redacted]
GD","sans-serif";
color:#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
02/08/16
Customer
signed Agreement to authorize enrollment
02/19/16
Notice
from Utility, enrollment accepted
02/22/16
Welcome
Letter sent
04/04/16
9.34
a
Customer
left message
04/04/16
4.35
p
Realgy
left message
04/05/16
8.41
a
Customer
left message
04/06/16
9.27
a
Customer
left message
04/06/16
4.33
p
Realgy
left message
04/06/16
4.44
p
Customer
left message
04/07/16
10.59
a
Realgy
left message
04/07/16
Recd
complaint
04/18/16
9.23
a
Recd
email from customer, requesting to cancel service. Responded to email advising we would
process the request, also sent an invitation for the customer to set a
TimeTrade appointment to discuss the issues.
04/18/16
Submit
request to drop service to Utility
04/19/16
Notice
from Utility drop service accepted
04/19/16
Researched
and responded to complaint
Revdex.com
COMPLAINT:
I was signed up with this contract against my knowledge.
A man came to my door asking me questions about my current gas provider. I
answered his questions and he asked that I sign a form that he identified as a
"survey" referring to the questions he had asked me. Several weeks
later I was informed by Realgy that I had agreed to have my service
changed-which I DID NOT. I want to cancel the contract and and remain with my
existing provider. When attempting to call this company I cannot reach a
customer service representative. I am able to leave a message for them and they
in return are to call me back. THis is the fourth day in which I have not been
able to speak to anyone. Although a representative did call me back one time, I
missed the call and then again was told to leave a message and they will return
my call. This is not acceptable.
OUR
INVESTIATION UNCOVERED THE FOLLOWING:
The customer was contacted by an agent of Realgy
and signed a contract which we have. Each
Agent is assigned Realgy Gear which consists of a safety vest, hat, shirt, coat
(weather dependent) and a badge. Each
Agent signs in each morning and Realgy Gear is checked. The script does not include any survey
message. The customer received a welcome letter. This Representative was questioned about this
complaint and he had no specific remembrance of this account. He denies the
practice cited. We have reviewed the
script and the importance of sticking to the script with our agents. Realgy does use an Answering Service in lieu
of a voice mail system, we feel it is more personal to leave a message with a
live operator instead of on a machine.
We do our best to return all calls with 1 business day, which we did
with this customer.
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
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 on. However, they cost me money, time-spent trying to resolve many issues and overall created a lot of frustration in the whole futile process. No "welcome letters" explaining my rate, contract terms and conditions were ever received. Calls were returned in the mornings after stipulating to contact me after 2pm. And one especially rude call from Mark on September 6th was noticeably omitted from their records. But then again, it "only" took them two weeks to follow up to this complaint. And a big shout-out to Donna on September 27th, for vehemently rejecting my request of a refund on that fabricated $21.52 "Final Balancing Charge." Then again, one shouldn't expect much from such a clueless individual who proudly stated that she Loves Her Job. After reading numerous online complaints and negative reviews, I am befuddled as to how they are allowed to stay active. I will continue to spread the word about the most unpleasant experience that I received from Realgy of West Hartford, CT. in the summer of 2016 in every and any way possible.
04/11/11 – Customer enrolled
via TPV
04/18/11 – Welcome Letter
sent
09/16/11 @ 3:37 pm –
Customer left message
09/21/11 @ 12:07 pm –
Realgy called and spoke to Customer,[redacted], explained Storage Program
01/05/15 @ 10:38 am – Customer
left message
01/05/15 @ 5:29 pm –
Customer left message
01/06/15 @ 12:47 pm –
Customer set TimeTrade appointment for
01/07/15 @ 9:30 am
01/07/15 @ 9:38 am – Realgy
called and spoke to Customer,[redacted]. 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 1999. 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.
01/07/15 – Rec’d complaint
01/14/15 – 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 2011 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 300 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 $417.87 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 2 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 1 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:
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 4/26/2016.
Sincerely,
[redacted]
08/19/15
– Rec’d Revdex.com complaint
08/20/15
– 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 registry. The 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.
Complaint: [redacted]
I am rejecting this response because:
How am I supposed to know that Realgy charges twice as much as my old provided when I did not get my first bill until July? I was supposed to cancel within 10 days of the welcome letter which came in May. There was no way for me to know that my bill would actually be higher than my old provided until I received it in July. This company uses these tactics to actually charge consumers double the price of their old provided and then wants to charge $50 cancellation fee. To me that is fraud, as they advertise they will be cheaper. Nothing is cheaper with Realgy, the per therm fee remained the same as my old provider.
I want the $50 cancellation fee waived because of their dishonest advertising.
Sincerely,
[redacted]
CASE: 10172843
0in 0pt;">CUSTOMER NAME: Ridge Investors
ACCOUNT STATUS: Inactive
ACCOUNT: 5[redacted], [redacted]7, 197534000
UTILITY: Nicor
CUSTOMER
HISTORY TIMELINE:
07/16/09
– enrolled via TPV
07/17/09
– Welcome letter sent
12/19/12
– notice from Utility, Acct [redacted] dropped service
12/26/12
@ 2:46 pm - Realgy called number on file to inquire about the drop service, the
number has been disconnected
03/20/14
@ 4:17 pm – Customer left message
03/21/14
– Realgy sent TimeTrade Invitation
03/24/14
@ 7:53 am – Realgy left message for Customer
03/27/14
@ 2:16 pm – Realgy left message for Customer
04/14/14
@ 10:46 am – Customer left message
04/16/14
@ 10:28 am – Realgy called and spoke with Customer. Discussed contract details. Customer requested copy of TPV, T&Cs, as
well as Drop Service Procedure
06/23/14
– Rec’d notice from Utility, accounts dropped
06/23/14
– Release letter sent to Customer
07/29/14
@ 10:07 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.
08/12/14
– Rec’d Complaint
08/25/14
– 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 2009. 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 2 weeks.
Evidence
refutes this statement.
They're
contract states you can only cancel 30-days prior to February 28. Below is the TERMINATION portion of the
contract:
TERMINATION: Buyer may terminate this Agreement,
without cost, by providing 60 day written
notice prior to the end of current
Term. If Buyer fails to provide 60 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 $80 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 24
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.
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: 10172843
CUSTOMER NAME: Ridge Investors
ACCOUNT STATUS: Inactive
ACCOUNT: 5[redacted]7, 197534000
UTILITY: Nicor
CUSTOMER
HISTORY TIMELINE:
07/16/09
– enrolled via...
TPV
07/17/09
– Welcome letter sent
12/19/12
– notice from Utility, Acct [redacted] dropped service
12/26/12
@ 2:46 pm - Realgy called number on file to inquire about the drop service, the
number has been disconnected
03/20/14
@ 4:17 pm – Customer left message
03/21/14
– Realgy sent TimeTrade Invitation
03/24/14
@ 7:53 am – Realgy left message for Customer
03/27/14
@ 2:16 pm – Realgy left message for Customer
04/14/14
@ 10:46 am – Customer left message
04/16/14
@ 10:28 am – Realgy called and spoke with Customer. Discussed contract details. Customer requested copy of TPV, T&Cs, as
well as Drop Service Procedure
06/23/14
– Rec’d notice from Utility, accounts dropped
06/23/14
– Release letter sent to Customer
07/29/14
@ 10:07 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.
08/12/14
– Rec’d Complaint
08/25/14
– 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 2009. 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 2 weeks.
Evidence
refutes this statement.
They're
contract states you can only cancel 30-days prior to February 28. Below is the TERMINATION portion of the
contract:
TERMINATION: Buyer may terminate this Agreement,
without cost, by providing 60 day written
notice prior to the end of current
Term. If Buyer fails to provide 60 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 $80 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 24
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.
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:
03/06/07 – Customer enrolled via TPV
03/2007 – Welcome Letter sent
04/14/14 @ 4:46 pm (after hours) – Customer left message
04/15/14 @ 4:47 pm (after hours) – Customer left message
04/16/14 @ 4:09 pm – Customer left message
04/17/14 @ 1:43 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 2007 and overall we have saved her money. She said she doubted
it. She was given the Cancelation Process and told about the ETF of
$80. 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 7
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.
04/18/14 – Rec’d request to drop
04/18/14 – Rec’d Complaint
04/18/14 – Submission for Drop request to Utility
04/22/14 – Confirmation from Utility for Drop Request
04/23/14 – Researched and responded to complaint
04/25/14 – 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 2007. Affirmative
It
is delivered and billed through [redacted]. Affirmative
My
latest bill for gas supply was $409.65 (an increase of over $141, even though I
used 145 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 12 months Realgy has been charging almost
twice what [redacted] charged (Realgy: .7514/therm; [redacted]: .3831). This is
incorrect.
I
called Realgy 4 times on 3 consecutive days without anyone returning my
calls. We
have had an extremely high call volume.
Our normal procedure is to return all calls with 1 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 2 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 false 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 7 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 (6.5 adder) never changed.
This dose not explain why the business next door got charged a different rate then we did. I will be contacting my attorney.
GD","sans-serif";
color:#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
01/04/16
Customer
authorized enrollment via TPV
01/07/16
Notice
from Utility, enrollment accepted
01/11/16
Welcome
Letter sent
04/11/16
10.26
a
Customer
left message
04/12/16
11.41
a
Realgy
left message
04/14/16
Recd,
researched, responded to complaint
04/14/16
5.53
p
Realgy
left message
04/14/16
6.12
p
Customer
called into Realgy, discussed billing. Not happy, would like to
cancel. Advised we need that request in writing and we will process.
04/18/16
10.29
a
Emailed
recd requesting cancel of service.
04/18/16
Submit
request to cancel service to Utility
04/19/16
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
charging. This is completely counter to the multiple calls and verifications we
made, as well as their site rate check tool. This 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 assist. Another 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
04/11/16 and the call was returned the next morning, 04/12/16. 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
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
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.
That being said, we did indeed call multiple times, from our home phone, as well as our mobile phones. There may indeed be an automated system, however, one would have to know all 3 of our numbers to know which came from us. We made around 4-5 different calls and left messages, and it wasn't until we opened up the complaint with the Revdex.com that Realgy actually called us back to back to make sure they got ahold of us in person.
Sincerely,
[redacted]
Case No: [redacted]
12pt; font-family: Leelawadee;">HISTORY SUMMARY FOR:
Name: [redacted]
Phone: ###-###-####
Street: [redacted]
City/St/Zip: [redacted]
Account No.: [redacted]
Utility: [redacted]
CUSTOMER HISTORY TIMELINE:
DATE TIME MESSAGE
09/07/16 Customer authorized enrollment via contract
09/11/16 NOTICE from Utility, enrollment accepted
09/12/16 Welcome Letter sent
10/19/16 4.35 p Customer left message
10/20/16 12.01 p Realgy called and spoke to [redacted], 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 switch. Advised of the Program and that she is guaranteed to save at least 4% in total at the end of the term. If she is canceling early, there is an ETF and she forfeits any amount in Storage, per her contract. We also need the request to terminate in writing. Said she was going to complain to Revdex.com.
10/26/16 Recd request to cancel
10/26/16 Submit request to cancel
10/28/16 NOTICE from Utility, enrollment canceled
11/22/16 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 bill. He did not tell me I was signing up for a different provider. He did not give me a copy of the form I signed. This 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 $80 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 2 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.
CASE:
9pt;"> [redacted]
CUSTOMER NAME: [redacted]
ACCOUNT: [redacted]
UTILITY: [redacted]
CUSTOMER HISTORY TIMELINE:
01/25/15 – Customer enrolled via TPV
02/03/15 – Notice from Utility accepted enrollment
02/04/15 – Welcome Letter sent
02/13/15 @ 10:54 am – Customer left message
02/13/15 @ 2:50 pm – Realgy called and spoke to
Customer, [redacted] stated he is very upset that he was charged for the welcome
letter of $1.15. I apologized to the
customer for inconvience and that we would refund him. He 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 check. The customer
then complained about having to use his gas to cash the check. I advsd to the
customer that we are trying to rectify the problem but it is with the postal
service. I advsd we do weigh and set the postage but sometimes post offices to
kick back. Customer was still not happy and wanted to be transferred to the
supervisor. Call transferred to [redacted].
02/13/15 @ 2:51 pm – Supervisor took transferred
call, [redacted] is unhappy about the postage due. Advsd we can refund that back. He
said he would have to waste his time and his gas to go to the bank. Advsd that
is all we can offer. Advsd we send
approx 1000 out a week and maybe 10 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.
03/10/15 @ 11:14 am – Customer left message
03/10/15 @ 3:13 pm – Realgy left message
03/10/15 – 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 12 February 2015, I received a package
in the mail with postage due of $1.13 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 $1.13 plus
$10.00 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 $1.13.
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 accurate. This number has been registered since 2009. Fact, not an opinion.
From: [redacted] Sent: Tuesday, June 09, 2015 1:55 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 Registry. You successfully registered your phone number ending in [redacted] on September 25, 2009. Most telemarketers will be required to stop calling you 31 days from your registration date. Sincerely,[redacted]
I am not a customer of Realgy, but someone who was nearly deceived by a representative of this company. Someone wearing a similar vest and hat to the men who work on our power lines with [redacted] in Illinois came to my door claiming to be from [redacted]. On the vest was written Realgy [redacted] and the man was carrying a clipboard with Realgy written on the letterhead. He asked to see my [redacted] bill so he could register me for a discount. He didn't tell me that he would be signing me up with a different energy supplier, but only tried to hide behind [redacted]'s name to coerce me into giving him my personal information so he could make changes to my account without my true consent. This business is scamming people door to door.
Case No: [redacted]
11pt; font-family: Leelawadee;">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 Revdex.com 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 [redacted], 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 Revdex.com 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
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]
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.
That being said, we did indeed call multiple times, from our home phone, as well as our mobile phones. There may indeed be an automated system, however, one would have to know all 3 of our numbers to know which came from us. We made around 4-5 different calls and left messages, and it wasn't until we opened up the complaint with the Revdex.com that Realgy actually called us back to back to make sure they got ahold of us in person.
Sincerely,
[redacted]
Read More Customer Complaints:
1
2
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GD","sans-serif";
color:#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
02/08/16
Customer
signed Agreement to authorize enrollment
02/19/16
Notice
from Utility, enrollment accepted
02/22/16
Welcome
Letter sent
04/04/16
9.34
a
Customer
left message
04/04/16
4.35
p
Realgy
left message
04/05/16
8.41
a
Customer
left message
04/06/16
9.27
a
Customer
left message
04/06/16
4.33
p
Realgy
left message
04/06/16
4.44
p
Customer
left message
04/07/16
10.59
a
Realgy
left message
04/07/16
Recd
complaint
04/18/16
9.23
a
Recd
email from customer, requesting to cancel service. Responded to email advising we would
process the request, also sent an invitation for the customer to set a
TimeTrade appointment to discuss the issues.
04/18/16
Submit
request to drop service to Utility
04/19/16
Notice
from Utility drop service accepted
04/19/16
Researched
and responded to complaint
Revdex.com
COMPLAINT:
I was signed up with this contract against my knowledge.
A man came to my door asking me questions about my current gas provider. I
answered his questions and he asked that I sign a form that he identified as a
"survey" referring to the questions he had asked me. Several weeks
later I was informed by Realgy that I had agreed to have my service
changed-which I DID NOT. I want to cancel the contract and and remain with my
existing provider. When attempting to call this company I cannot reach a
customer service representative. I am able to leave a message for them and they
in return are to call me back. THis is the fourth day in which I have not been
able to speak to anyone. Although a representative did call me back one time, I
missed the call and then again was told to leave a message and they will return
my call. This is not acceptable.
OUR
INVESTIATION UNCOVERED THE FOLLOWING:
The customer was contacted by an agent of Realgy
and signed a contract which we have. Each
Agent is assigned Realgy Gear which consists of a safety vest, hat, shirt, coat
(weather dependent) and a badge. Each
Agent signs in each morning and Realgy Gear is checked. The script does not include any survey
message. The customer received a welcome letter. This Representative was questioned about this
complaint and he had no specific remembrance of this account. He denies the
practice cited. We have reviewed the
script and the importance of sticking to the script with our agents. Realgy does use an Answering Service in lieu
of a voice mail system, we feel it is more personal to leave a message with a
live operator instead of on a machine.
We do our best to return all calls with 1 business day, which we did
with this customer.
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
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 on. However, they cost me money, time-spent trying to resolve many issues and overall created a lot of frustration in the whole futile process. No "welcome letters" explaining my rate, contract terms and conditions were ever received. Calls were returned in the mornings after stipulating to contact me after 2pm. And one especially rude call from Mark on September 6th was noticeably omitted from their records. But then again, it "only" took them two weeks to follow up to this complaint. And a big shout-out to Donna on September 27th, for vehemently rejecting my request of a refund on that fabricated $21.52 "Final Balancing Charge." Then again, one shouldn't expect much from such a clueless individual who proudly stated that she Loves Her Job. After reading numerous online complaints and negative reviews, I am befuddled as to how they are allowed to stay active. I will continue to spread the word about the most unpleasant experience that I received from Realgy of West Hartford, CT. in the summer of 2016 in every and any way possible.
Revdex.com File No:
1;"> [redacted]
HISTORY SUMMARY FOR:
Name: [redacted]
Phone: ###-###-####
Street: [redacted]
CityStZip: [redacted] ** [redacted]
Acct: [redacted]
Utility: [redacted]
CUSTOMER HISTORY TIMELINE:
04/11/11 – Customer enrolled
via TPV
04/18/11 – Welcome Letter
sent
09/16/11 @ 3:37 pm –
Customer left message
09/21/11 @ 12:07 pm –
Realgy called and spoke to Customer,[redacted], explained Storage Program
01/05/15 @ 10:38 am – Customer
left message
01/05/15 @ 5:29 pm –
Customer left message
01/06/15 @ 12:47 pm –
Customer set TimeTrade appointment for
01/07/15 @ 9:30 am
01/07/15 @ 9:38 am – Realgy
called and spoke to Customer,[redacted]. 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 1999. 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.
01/07/15 – Rec’d complaint
01/14/15 – 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 2011 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 300 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 $417.87 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 2 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 1 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:
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 4/26/2016.
Sincerely,
[redacted]
FB","serif";
mso-fareast-font-family:"Arial Unicode MS";mso-bidi-font-family:Tahoma">Revdex.com
ID: [redacted]
HISTORY
SUMMARY FOR:
Name: [redacted]
Phone: [redacted]
Street: [redacted]
CityStZip: [redacted] ** [redacted]
Acct: unknown
Utility: unknown
CUSTOMER
HISTORY TIMELINE:
08/19/15
– Rec’d Revdex.com complaint
08/20/15
– 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 registry. The 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.