CASE: 10075711
CUSTOMER NAME: Remember When Past and Present
ACCOUNT STATUS: Dropped Service
ACCOUNT: [redacted]
UTILITY: [redacted]
Good
morning,
Realgy has taken
proactive numerous steps to explain how this winter’s extreme weather has
affected Pricing, Market conditions, and most obviously increased usage. We have sent out our Quarterly Newsletter, we
have published numerous articles on our website and directed Customers to the
Website to stay informed.
We have also sent out an email blast to all our customers with the link to our
Website and all the Blogs regarding this issue. Please feel free to visit our Website and
view the articles and information; http://realgyenergyservices.com/blog/
We have anticipated
the questions that are arising due to the Defined Quantity portion of the
Customer’s Invoice. Here is
what is being stated to Customers.
Defined Quantity is last year’s
historic usage. The defined Difference is the difference between the Actual
Usage and the Historic usage (Defined Quantity). If the difference is a positive number the
account used more than was planned and that difference will be charged at the
market price. To find this
information, you can look at your Storage Report there is a section at the
bottom called Applies to Defined Quantity Pricing: ANR-ML7. This
shows the difference and the market cost for any usage over the defined
quantity. The DQ Total will equal the Defined Quantity Cost at the top of the
Storage Report.
CUSTOMER
HISTORY TIMELINE CONTINUED SINCE LAST COMPLAINT:
06/10/14
– Rec’d end date of Service from Utility (07/24/14)
06/18/14
– Researched and responded to 2nd complaint
DIRECT
RESPONSE TO COMPLAINT:
You say you buy the gas at a low rate so you don't have to charge
as much why was I charge 1.50 a therm and [redacted] only charge 1/2 of that. The Customer is
on a Variable Plan, Index + 0.65. That
has never changed, the Market however did change. We do stand by our saving our customer’s
money on Natural Gas. Due to the extreme
conditions of this past winter season and the Market Price drastically
increasing, we have put in place a program that if we have not saved a customer
money for the period of January 2014 through May of 2015, we will reimburse the
difference.
You did over charge me it dosent matter if the winter is colder
you bought the gas when it was low. Only 20% of the gas
is prepurchased and we pass that onto the customer on the Storage Plan, they
purchase 20% of their gas during the summer months and then use it during the
winter months at no additional charge because they had purchased it during the
summer. This customer signed up during
the winter so there was no Storage yet.
Don't charge me double or triple .
The charges where not explained on the bill until you finally
called. The Utility
does not allow us to put anything but the amounts on the bill. We had taken the initiative and send out
emails, auto calls, and updated our website weekly, if not daily, to let
customers know of the extreme market conditions and how it was effecting the
pricing for Natural Gas.
As for hanging up on you It never happened I have been waiting to
talk to someone about my bill. This is comment, not a complaint that can be answered.
I would have no reason to not answer your call. This is a
comment, not a complaint that can be answered.
Lets see what my bill is for this month the gas is shut off. This is a
comment, not a complaint that can be answered.
Last month wasn't cold but I used 43.6 therms and got charged
270.00. If you
look at the Storage Report and the Defined Quantity, it is shown and explained
that it can take up to 60 days for the pricing and usage to be reported
correctly and billed.
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.
OUR INVESTIATION UNCOVERED THE FOLLOWING: This was a mix up in street addresses only, which led the...
incorrect person to receive a Welcome Letter. The customer we have the authorized agreement for, [redacted] with the account number listed in this complaint, is the account that has been enrolled in the Realgy Program. We have attempted to contact [redacted] to explain this error, and have only been able to leave a message, we will attempt again.
OUR INVESTIGATION UNCOVERED THE FOLLOWING: At this time we still do not have any...
enrollment information on this customer. We have reached out and there is no recollection of this particular visit. All Reps deny using this as part of the sales script. All the Realgy reps are wearing Realgy Safety Vests, with the Realgy name and logo clearly on the Vest. We do not represent ourselves to be the Utility. We will continue to attempt to reach out to the customer a few more times. If we can get their account number, we can add them to our Do Not Enroll list in case this submission does come through at a later date.
The evidence provided clearly shows that Realgy has returned this customer's calls.
We request the customer's email address at the time of enrollment. If the customer will not provide an email address, we cannot send them our email notices or Newsletter. This customer would not provide his email at time of enrollment. We sent this customer, as all our customers, a Welcome Letter, which clearly gives our website so that they can log on at anytime. Our website keeps up to date information on the market and we have been posting numerous articles and information to inform the public on the Polar Vortex and the issues we are all facing during this extreme season.
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]
DATE TIME MESSAGE
06/23/16 Customer authorized enrollment via TPV
06/21/16 3.12 p Customer left message
06/22/16 11.02 a Realgy left message
06/28/16 NOTICE from Utility, enrollment accepted
07/07/16 Welcome Letter sent
07/14/16 1.34 p Realgy left message
07/18/16 3.54 p Customer left message
07/20/16 3.41 p Realgy called and spoke to customer, confirmed start date
07/20/16 3.49 p Customer left message
07/21/16 2.06 p Realgy left message
09/01/16 6.10 p Customer left message
09/07/16 NOTICE from Utility, customer switched to another supplier
09/09/16 10.53 a Realgy left message
09/26/16 2.08 p Customer left message
09/27/16 2.47 p Realgy called and spoke to customer. Has some issues, he was upset about the rate, but we explained what he thought was the rate was incorrect. He complained he didn’t receive the Welcome Letter, we explained it went out on 07/07/16 and verified his address, which he said was correct. He complained about the Final Balancing charge, we reviewed the procedure and that it is in the contract and that because we have Pools which allows us to save the customer’s money, he has to Balance the Pool Charge. He said if we do not credit it back, he will file a complaint. We explained we will not credit it back and it is his right as a consumer to file a complaint.
09/28/16 Red complaint from ICC and Revdex.com
09/30/16 Researched and responded to complaints
Revdex.com COMPLAINT:
I got scammed into signing up with Realgy Energy by a representative who cold-called me multiple times in late June (2016) extolling the virtues of this company, including all the money I would save and the excellent customer service they provide. I had several questions that she said would all be answered in the welcome/enrollment letter that I would receive shortly after switching over and that I had plenty of time to review it and opt out if I desired. Well, after signing up I never did receive any literature in the mail and attempting to reach customer service isn't what I thought it would be. To speak with customer service, you first go through an "answering service" who arranges a call-back that can take days (a call I made in late August wasn't returned until after Labor Day). After letting someone know I never received any welcome letter, I was told another would be mailed to me...to which I never received either. But what I did receive was my first bill...which was was surprisingly higher than expected. After several attempts to contact customer service to find out just exactly what my kWh rate is and informing them to contact me After 2-PM...to only have them get back to me in the 9-AM hour and leave a message on my answering machine saying they replied. On one returned call on September 6th, I ended up getting talked down to by an individual who said their rate was variable and it's around 5.1...which was not even close with their first bills rate at 7.93, the second one at 6.89 and the third also at 6.89 ....all considerably higher than my previous suppliers rate which was 5.70. I did inform this person that I was in the process of getting a new electric supplier to which he informed me that there would be no early termination fees, but some final bill charges would apply....which had me nervously awaiting the next bill. Well that next bill was the highest of all thanks in part to a $21.52 "Final Balancing Charge". I was blown away by that and ended up contacting them only to reach their "answering service" again and giving me no other choice but to file this well-deserved complaint. I'm done with this Pirate outfit. It's been nothing but deception, frustration and borderline fraud.
ICC COMPLAINT:
CUSTOMER CALLING TO COMPLAIN OF NOT RECEIVING THE SAVINGS HE WAS PROMISED WHEN ENROLLING FOR SERVICE. CUSTOMER IS ASKING FOR A REFUND OF $21.52 AND A REIMBURSEMENT OF THE DIFFERENCE IN RATES CHARGED BETWEEN REALGY AND [redacted] FOR THE PERIOD HE RECEIVED SERVICE. CUSTOMER STATES HE NEVER RECEIVED A WELCOME PACKET AS WAS TOLD TO HIM NOR DID HE RECEIVE A COPY OF THE CONTRACT.
OUR INVESTIGATION UNCOVERED THE FOLLOWING:
The customer was sent the Welcome Letter via US Mail. All calls were returned, we were only able to leave a message as the customer was not available. We did suggest that they can schedule an appointment for a call back at a convenient time for them by going to our Website, the customer opted not to do this. We did explain the rates on this bill, as he was not correct in the pricing he was quoting. We also resent a copy of the original Welcome Letter via US Mail, after verifying the address we have. The customer canceled and switched to another supplier through the Utility, which did result in a Final Balancing charge. Realgy did speak to the customer and explained that charge. We also advised that if the customer chooses, he could re-enroll with Realgy and the Final Balancing would be refunded after 90 continuous days of service.
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
ICC QUESTIONS AND RESPONSE:
PLEASE INVESTIGATE AND RESPOND TO THE FOLLOWING QUESTIONS.
1) IDENTIFY MARKETER, IF THIRD PARTY MARKETER, PROVIDE THEIR NAME AND ADVISE WHETHER THEY ARE AN ABC OR DO THEY SOLICIT EXCLUSIVELY FOR YOUR COMPANY. Realgy employees its Energy Brokers
2) IDENTIFY THE SALES CHANNEL AND THE NAME OF THE SALESPERSON. Telesales, Lorena
3) PROVIDE THE AUTHORIZED VERIFICATION OF THE SWITCH INCLUDING ANY OF THE FOLLOWING WHICH ARE AVAILABLE: RECORDING OF SALES CALL, TPV, LOA, COPY OF SIGNED AGREEMENT, OTHER VERIFICATION. Attached
4) IF YOU FIND THAT THE CUSTOMER WAS SWITCHED WITHOUT PROPER AUTHORIZATION, WHAT WILL THE COMPANY DO TO ENSURE THE CUSTOMER DOES NOT PAY MORE THAN THE RATE OF THE CHOSEN SUPPLIER (INCLUDING ANY PENALTIES IF THE CUSTOMER HAD AN ARES)? NA
5) WHAT RATE IS THE CUSTOMER ON AND WHEN DID THEY ENROLL IN YOUR SUPPLY SERVICE? Managed Residential, 06/28/16
6) VERIFY THE RATE CLASS FOR THIS CUSTOMER. Managed Residential
7) ARE THERE ANY EARLY TERMINATION FEES (ETF)? WHAT IS THE AMOUNT? PROVIDE CALCULATION OF THE ETF AND A COPY OF THE AGREEMENT/CONTRACT. ARE THE FEES BEING WAIVED? There is a Final Balancing charge - Final Settlement Costs: will be your historical usage multiplied by the Pool’s fixed price position less current market price for the remaining historical usage.
Example:
12,000 kWh is the Defined Quantity. A cancellation request comes with 12 months left on Agreement. The final settlement cost would be; Historical usage x (Pool Fixed Price – Market Price).
12,000 x ($0.0375 - $0.0345) = $36
8) IF ONLINE ENROLLMENT, PLEASE PROVIDE UNIQUE IDENTIFIER AND ONLINE LOA THAT WAS USED TO LEGITIMATE THE SALE/AUTHORIZATION. NA
05/05/15
– Customer signed contract
05/05/15
@ 3:37 pm – Customer left message, what are current rates
05/06/15
@ 8:20 am – Realgy called Customer, left message
05/07/15
@ 9:15 am – Realgy called Customer, left message
05/07/15
@ 1:09 pm – Realgy called Customer, left detailed message
05/08/15
– Notice from Utility, accepted enrollment, start date of 06/01/15
05/08/15
@ 2:35 pm – Customer left message, clarification on rates
05/11/15
@ 8:29 am – Realgy called Customer, left message
05/11/15
@ 8:48 am – Realgy called Customer, left message
05/11/15
@ 2:44 pm – Realgy called Customer, left detailed message
05/18/15
@ 4:40 pm – Customer left message, needs more clarification on rates
05/19/15
@ 8:42 am – Realgy called Customer, left message
05/19/15
@ 4:56 pm – Realgy called Customer, left message
05/19/15
@ 5:00 pm – Customer left message
05/20/15
@ 3:57 pm – Realgy called and spoke to Customer, [redacted], would like to cancel,
states he did not realized he had signed up with Realgy. Offered the 6 month guarantee, no penalty,
will refund if we cost more than the Utility.
Customer declined.
05/20/15
– Submit request to rescind to Utility
05/26/15
– Notice from Utility accepted Rescission, end date of 07/01/15
05/26/15
– Rec’d, researched, responded to Revdex.com Complaint
DIRECT RESPONSE TO COMPLAINT:
Realgy
representatives have wear an ID badge with the Realgy logo, the representative’s
name and picture clearly shown. They
also wear either a Jacket or Polo shirt with the Realgy logo clearly on the
left hand chest. Some also wear a
baseball cap with the Realgy logo on the front.
We do not represent ourselves as anything but Realgy, a Supplier for
Consumer’s Customer Choice Program. The representative
will ask to see the Customer’s Utility bill in order to show them if and where
we can save them money. We have a
contract, that clearly states it is from Realgy.
When
all the representatives in Customer Service are on the phones or after our business
hours, we do have the overflow switch over to our Answering Service, so that a
live person answers, not the customer just leaving a voice message. We return all calls within 1 business day.
We send
our customers a Welcome Letter, which includes our website, all information is
located on the web site. We also let our
customers know that they can set up an appointment to have us call them back at
a time convenient for them. We also have
a LIVE CHAT option. We make ourselves as
available to our customers as we possibly can.
Realgy
has been saving money for our customers’ since 1999. We also offer our customers a 6 month
guarantee, try our service and if we have not saved you money in that 6 month
period, we will refund the difference and you can drop the service with no ETF.
Cond","sans-serif";
mso-fareast-font-family:"Arial Unicode MS";mso-bidi-font-family:"Arial Unicode MS"">Revdex.com
CASE NO: [redacted]
MPSC
CASE NO: [redacted]
HISTORY
SUMMARY FOR:
Name: [redacted]
Phone: ###-###-####
Street: [redacted]
CityStZip: [redacted] ** [redacted]
Acct: [redacted]
Utility: [redacted]
CUSTOMER
HISTORY TIMELINE:
05/07/15
– Customer signed agreement authorizing enrollment
05/19/15
– Notice from Utility, enrollment rejected due to incorrect name
05/19/15
– Submit corrected enrollment request
06/16/15
– Notice from Utility, accepted enrollment
09/15/15
– Welcome Letter sent
09/28/15
@ 2:36 pm – Customer left message
09/29/15
– Recd MPSC complaint
09/29/15
@ 10:53 am – Realgy called customer,
left message, Welcome Letter sent in error, disregard
09/29/15
@ 2:41 pm – Customer left message
09/29/15
– Researched and responded to complaint
09/30/15
@ 10:17 am – Realgy called Customer, left message
10/01/15
@ 9:35 am – Realgy called Customer, left message
10/01/15
– Recd Revdex.com Complaint
10/05/15
@ 1:47 pm – Realgy called Customer, left message
10/05/15
@ 2:28 pm – Customer left message
10/06/15
@ 8:28 am – Realgy called Customer, left message
10/07/15
@ 12:30 pm – Realgy called Customer, left message
10/07/15
– Researched and responded to complaint
Revdex.com
COMPLAINT:
We have [redacted] energy as our energy company and received a
letter from realgy energy stating we changed to their services per a voice
recorded phone conversation which neither my husband or myself had with this
company. I have called to cancel the service and keep getting a phone answering
service stating they will return my call. They called back when I was at work
and I tried to return the call and got the same answering service. They said
they would call again till tomorrow and I couldn't speak to anyone until then!
I was very upset. I want to know how my information was given to them and who
authorized to change my account to them.
Revdex.com
DIRECT RESPONSE TO COMPLAINT:
The
Welcome Letter was sent in error and can be disregarded. As the evidence above shows, Realgy has made
numerous attempts to contact the customer.
We have left messages advising the Welcome Letter was sent in
error. As well as responding to their
MPSC Complaint. The information was
given to Realgy directly by the customer, who signed an Agreement to enroll
with Realgy’s service. Which is
attached.
MPSC
COMPLAINT:
Customer states that they just got a letter in the mail from
Realgy. Customer states the letter said that back in July they have a voice
recording of customer's husband switching over the service. Customer states
that husband never authorized Realgy to switch over his account or had even
spoke with them before.
MPSC
DIRECT RESPONSE TO COMPLAINT:
The
incorrect Welcome Letter was sent out in error.
Customer can ignore this letter.
Will attempt to contact customer again and advise.
GD","sans-serif";
color:#403152">Revdex.com CASE NUMBER: [redacted]
HISTORY
SUMMARY FOR:
Name:
[redacted]
Phone:
###-###-####
Street:
[redacted]
City/St/Zip:
[redacted] ** [redacted]
Account
No.:
[redacted]
Utility:
[redacted]
CUSTOMER
HISTORY TIMELINE:
DATE
TIME
MESSAGE
02/03/16
Customer
authorized enrollment via TPV
02/14/16
Notice
from Utility, enrollment accepted
02/17/16
Welcome
Letter sent
03/31/16
1.33
p
Customer
left message
03/31/16
6.57
p
Realgy
left message
04/04/16
2.43
p
Customer
left message
04/05/16
7.50
a
Customer
left message
04/06/16
4.04
p
Customer
left message
04/06/16
4.05
p
Realgy
called customer, no machine, no message
04/07/16
10.29
a
Realgy
called and spoke to Customer. Advised
there was a billing error and a refund will be issued. Customer wants to cancel. Advised we would submit that request.
04/07/06
Submit
request to drop service to Utility
04/08/16
Refund
check in the amount of $572.79 sent to customer
04/08/16
Recd
complaint
04/11/16
Notice
from Utility, drop service accepted
04/19/16
Researched
and responded to complaint
Revdex.com
COMPLAINT:
I talked to a representative on the phone, who called me,
on 2/3/2016 and agreed to switch my gas supply services to Realgy Energy. She
assured me of great savings, but needed to know quickly if I would change. MY
BIG MISTAKE, DID NO RESEARCH!!! Said I would get papers in mail in 10 days,
these never came. I kept checking my [redacted] bill and on my April bill received
the first Realgy service charges: an INCREASE of over $500 in gas supply
charges!!! I have called their number 5 times, get their "answering
service" every time, even after just missing a call from them. Did receive
2 calls back, one I missed, the second from what sounded like a computer
generated message that ended up hanging up on me. Hoping this might get an
appropriate response from them. I
would like to talk to someone that can take care of crediting my account for
that charge and remove me from their service.
OUR
INVESTIATION UNCOVERED THE FOLLOWING:
The Welcome Letter, which customer refers to as “papers”
was sent out 3 days after enrollment. We
did realize there was a billing error on the first month of service, advised
the customer of this, and sent a refund check for the over charge. We do have an answering service so that a
live operator speaks to our customers when all our CS Reps are on the phones
instead of a voice mail system.
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 CASE NUMBER: [redacted] 2ND COMPLAINT AND RESPONSE HISTORY SUMMARY FOR:
Name: [redacted]
Phone: [redacted]
Street: [redacted]
City/St/Zip: [redacted]
Account No.: Unknown
Utility: [redacted]
CUSTOMER HISTORY TIMELINE:
DATE TIME MESSAGE
04/27/16 Customer filed additional complaint with Revdex.com
05/05/16 Rec’d, researched, and responded to complaint
Revdex.com COMPLAINT: I am rejecting this response because: I reviewed the business practices listed above and was able to determine the actions above were not followed. First, I stated in my complaint that I did not want to receive another solicitation from this company. This morning, at 11:35 am I was contacted again by a sales representative trying to get me to switch to this company for "energy savings." When I informed the representative about my request not to be contacted, he (he stated his name was "J") proceeded to ask me why. I told him I didn't appreciate their pushy sales tactics or rude customer service, he kept talking and asking me why I don't want to save money by switching to their company. He completely ignored the fact that I said I was not to be contacted and did not acknowledge my request at all. Therefore, I am not accepting the resolution stated by the company based on the fact their representatives continue solicitations even after I made it clear I am not interested. OUR INVESTIATION UNCOVERED THE FOLLOWING: We have researched our data base, and do not find another call made to the number listed. We have added the customer to our internal DNC listing. Revdex.com CASE NUMBER: [redacted] HISTORY SUMMARY FOR:
Name: [redacted]
Phone: [redacted]
Street: [redacted]
City/St/Zip: [redacted]
Account No.: Unknown
Utility: [redacted]
CUSTOMER HISTORY TIMELINE:
DATE TIME MESSAGE
03/30/16 Sales call made to Customer
04/15/16 Rec’d, researched, and responded to complaint
Revdex.com COMPLAINT: The floor supervisor was extremely pushy in his sales tactics after being told several times that I was not going to make a decision at the moment to do business with them. He was condescending when I told him I wanted time to verify his company's information and the legitimacy of their business. He insistently asked for me to provide my account information and told him I would receive details about the transaction in the mail, several days after I was recorded accepting their terms. I had to ask him several times to stop talking long enough for me to ask questions regarding my concerns. After several attempts to gather more information, I finally had to hang up the phone because he would not let me speak. The individual I am complaining about is the Supervisor of Collins Smiley. Collins was very patient and helpful, but after speaking with his pushy supervisor, I have NO desire to do business with a company that is pushy, forceful, and demeaning. This company said they were hired through [redacted] Electric to lower customers' electric bills. I will also notify [redacted] about this horrible experience. OUR INVESTIATION UNCOVERED THE FOLLOWING: This Representative was questioned about this complaint and he had no specific remembrance of this call. He denies the practice cited. He has stated that he does explain, if asked, that we cannot use any of the customer’s information, it is useless to Realgy. He also states that anytime he speaks at the same time as a customer, he stops, apologizes and lets the customer then speak. He said he also offers to walk a customer through both our website and the [redacted] website to show that we are there as an approved supplier. INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this 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 CASE NUMBER: [redacted]
font-size: 11pt; font-family: Leelawadee,sans-serif;"> HISTORY SUMMARY FOR:
Name: [redacted]
Phone: ###-###-####
Street: [redacted]
City/St/Zip: [redacted]
Account No.: [redacted]7
Utility: [redacted]
CUSTOMER HISTORY TIMELINE:
DATE TIME MESSAGE
05/31/16 customer signed agreement authorizing enrollment
06/13/16 Notice from Utility, enrollment accepted
06/15/16 10.39 a Customer left message
06/15/16 4.09 p Realgy called and spoke to Janet, she wishes to rescind her enrollment. Advised we would submit that request
06/16/16 Submit request to rescind
06/16/16 Notice from Utility, customer requested to rescind through Utility
06/16/16 Recd Revdex.com Complaint
06/22/16 Researched and responded to complaint
Revdex.com COMPLAINT: We live in a Mobil home court that is just for seniors and single family dwelling, one of realgy employees was soliciting for realgy he passed himself of as an employee of [redacted] he said our court qualified an government grant to help us with our electric rates. we would be getting a call from [redacted] discussing this. I got a letter from [redacted] saying they were switching our utility to realgy service I called [redacted] and they said they did not send anyone from there company out to our court. we have a sign in the entrance to our court that says in big large print NO SOLICITING!!! we have a lot of seniors that live here with medicial issues and I feel that we and they are being scammed by realgy service!!! I know for sure the next time they come out here we will call the police!!!!! this is uncalled for an employee to deliberately LIE ! OUR INVESTIATION UNCOVERED THE FOLLOWING: Each Agent is assigned Realgy Gear which consists of a safety vest, hat, shirt, coat (weather dependent) and a badge. Each Agent signs in each morning and Realgy Gear is checked. This Representative was questioned about this complaint and he had no specific remembrance of this account. He denies the practice cited as he stays on script. Customer signed the agreement, which has Realgy clearly marked on the agreement. Representative states he did not see a sign stating No Soliciting and no one had asked him to leave. The customer was contacted by Realgy Customer Service and the enrollment request was rescinded as soon as it was requested. INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this 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
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.
Utility: Consumers
CUSTOMER
HISTORY TIMELINE:
10/02/15
– Customer authorized enrollment via TPV
10/02/15
@ 10:55 am – Customer left message, info regarding rates
10/02/15
@ 12:14 pm – Customer left message, info regarding rates
10/02/15
@ 4:43 pm – Realgy called customer, left message
10/06/15
@ 7:44 am – Customer left message
10/06/15
@ 10:44 am – Realgy called customer, left message with wife
10/06/15
@ 12:08 pm – Customer left message
10/06/15
@ 1:42 pm – Customer left message
10/06/15
@ 2:38 pm – Realgy called customer, left message
10/07/15
– Notice from Utility enrollment accepted
10/07/15
@ 10:47 am – Customer left message
10/07/15
@ 12:13 pm – Customer left message
10/07/15
@ 1:54 pm – Customer left message
10/07/15
@ 3:21 pm – Realgy called customer, left message
10/07/15
@ 4:01 pm – Realgy called customer, left message
10/08/15
@ 8:01 am – Customer left message
10/08/15
@ 8:05 am – Customer left message
10/08/15
@ 9:01 am – Customer left message
10/08/15
@ 10:41 am – Customer left message
10/08/15
@ 12:12 pm – Customer left message
10/08/15
@ 12:58 pm – Customer left message
10/08/15
@ 1:31 pm – Customer left message
10/08/15
@ 1:58 pm – Customer left message
10/08/15
@ 1:59 pm – Customer left message
10/08/15
@ 2:13 pm - Customer left message
10/08/15 - Rec’d MPSC Complaint
10/09/15
– Notice from Utility, customer rescinding enrollment
10/09/15
– Rec’d Revdex.com Complaint
10/13/15
– Researched and responded to MPSC complaint
10/21/15
– Researched and responded to Revdex.com Complaint
DIRECT
RESPONSE TO Revdex.com COMPLAINT:
I received a phone call on the morning of Friday October
2,2015 from Natasha with Realgy Energy Services. I foolishly signed up for the
service. This is a
statement, not a complaint Realgy can respond to.
Our utility bill is in my husbands name, he was not happy
with what I had done and wanted it canceled. This is a statement,
not a complaint Realgy can respond to.
I started calling this company that afternoon and have
been calling consistantly from that time on. If we are on our phones, the calls to go to an answering
service instead of voice mail. We
retrieve the calls from the answering service a few times a day. We have called this customer back each day
they have left a message, and in turn can only leave a message. Review of timeline will show the history of
calls made by this customer.
All I get is the answering service,they tell me they will
send the message on and that someone will get back to me,but so far I have not
been able to talk to anyone. If we are on our phones, the calls to go to an answering
service instead of voice mail. We
retrieve the calls from the answering service a few times a day. We have called this customer back each day
they have left a message, and in turn can only leave a message.I want this service canceled and have tried to do that befeor the
service was ever instated. Customer did rescind the enrollment
through the Utility.
DIRECT
RESPONSE TO MPSC COMPLAINT:
The customer states that she has been trying to she signed up for
Realgy on Oct 2nd. The customer did go through the TPV on
10/02/15 to authorize enrollment.
The customer states she has been trying to call Realgy since that
time and just gets an answering service - no one from Realgy to speak to. If we are on our phones, the calls to go to an answering
service instead of voice mail. We
retrieve the calls from the answering service a few times a day. We have called this customer back each day
they have left a message, and in turn can only leave a message.Customer
wants to cancel this service. Please confirm this cancellation. Customer did rescind the enrollment through the Utility.
Complaint: 1[redacted]
I am rejecting this response.
I never received ANY mailings/terms/conditions. I was misinformed so badly by this legal pirate firm masquerading as a public utility and I'm absolutely mortified at how they continue to get away with this. To sum it up...I could not be more upset about this outcome. I was scammed, I lost money and I thought going through mediation with the Revdex.com and various state agencies in Illinois and Connecticut would intervene on my behalf and help the screwed over consumer, but nope. They won and they will go about their deceptive ways to defraud others with no recourse against them.
GD","sans-serif";
color:#403152">Revdex.com CASE NUMBER: [redacted]
HISTORY
SUMMARY FOR:
Name:
[redacted]
Phone:
###-###-####
Street:
[redacted]
City/St/Zip:
[redacted] ** [redacted]
Account
No.:
Unknown
Utility:
[redacted]
CUSTOMER
HISTORY TIMELINE:
DATE
TIME
MESSAGE
03/30/16
Sales
call made to Customer
04/15/16
Rec’d,
researched, and responded to complaint
Revdex.com
COMPLAINT:
The floor supervisor was extremely pushy in his sales
tactics after being told several times that I was not going to make a decision
at the moment to do business with them. He was condescending when I told him I wanted
time to verify his company's information and the legitimacy of their business.
He insistently asked for me to provide my account information and told him I
would receive details about the transaction in the mail, several days after I
was recorded accepting their terms. I had to ask him several times to stop
talking long enough for me to ask questions regarding my concerns. After
several attempts to gather more information, I finally had to hang up the phone
because he would not let me speak. The individual I am complaining about is the
Supervisor of Collins S[redacted]. Collins was very patient and helpful, but after
speaking with his pushy supervisor, I have NO desire to do business with a
company that is pushy, forceful, and demeaning. This company said they were
hired through [redacted] to lower customers' electric bills. I will also
notify [redacted] about this horrible experience.
OUR
INVESTIATION UNCOVERED THE FOLLOWING:
This Representative was questioned about this
complaint and he had no specific remembrance of this call. He denies the
practice cited. He has stated that he
does explain, if asked, that we cannot use any of the customer’s information,
it is useless to Realgy. He also states
that anytime he speaks at the same time as a customer, he stops, apologizes and
lets the customer then speak. He said he
also offers to walk a customer through both our website and the [redacted] website
to show that we are there as an approved supplier.
INVESTIGATION
IN RESPONSE TO COMPLAINT:
Upon
receipt of this complaint, Realgy initiated a review of the sale of this
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: 9941377
NAME: Randy Scheffler
ACCT: 0096568.500
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:
06/12/12 – Customer enrolled via TPV
07/03/12 – Welcome Letter sent to Customer
02/24/14 @ 1:28 pm – Customer left message for Realgy
02/24/14 @ 4:15 pm – Realgy called Customer, explained Program, Pricing issues, cancelation procedure. Customer became hostile, said he wanted to cancel and hung phone up.
02/24/14 – Submitted Drop request to Utility
02/24/14 @ 4:35 pm – Customer left message for Realgy
02/24/14 @ 4:36 pm – Realgy called customer back, he just wanted to inform us that he is filing a complaint with Revdex.com
02/25/14 – Rec’d complaint from Revdex.com
03/04/14 – Researched and responded to complaint
DIRECT RESPONSE TO COMPLAINT:
1. This company charged me double per unit for my natural gas it went from .395 to .799 in one month and they won’t do anything about it. The customer is on a variable rate of 0.65 above market pricing. Not only did the Market Price go up, so did the customer’s usage.
07/05/12 – Customer enrolled via TPV
07/06/12 – Welcome letter sent to customer
10/28/14 @ 10:56 am – Customer left message
11/03/14 @ 3:25 pm – Realgy left message for customer
11/04/14 @ 10:19 am – Customer left message
11/05/14 @ 10:49 am – Realgy left message for customer
11/06/14 @ 9:09 am – Customer left message
11/06/14 @ 9:22 am – Customer left message
11/06/14 @ 9:25 am – Customer left message
11/06/14 @ 9:26 am – Customer left message
11/11/14 – Rec’d, researched, responded to complaint (listed below)
11/11/14
@ 2:58 pm – Realgy left detailed message for customer; Left very detailed message for [redacted] to call
back. And that ETF of $80 and loss of gas in storage will happen if she cancels
now and we would need something in writing from her she can send an email to [redacted] send a fax to ###-###-#### or mail a letter to our main office with her account
number account name and a message that she wants to cancel her account. She can also go online and set a TimeTrade
appointment to set a time convenient for her to receive a call.
11/17/14
@ 2:30 pm – Realgy left another message for customer
11/17/14
@ 2:53 pm – Customer left message
11/17/14
@ 4:31 pm – Customer left message
11/17/14
@ 4:34 pm – Customer left message
11/18/14
@ 9:15 am – Customer left message
11/18/14
@ 9:37 am – Customer left message
11/18/14 – Rec’d Revdex.com complaint
11/18/14 @ 9:50 am – Realgy called
and spoke to customer. Spoke to [redacted] NOT
VERY NICE she has already sent in her cancellation request via email. Sent a
response confirmation that we had received it. And again let her know that
cancelling now would incur an ETF of $80 and the loss of gas in storage
totaling $109.09. She stated that she would not be paying the ETF since we were
keeping her gas let her know that she could cancel for 4/1/2015 the renewal and
cancel without ETF and all gas would be used up. Let her know that we had
received her cancellation request and that we will place cancellation with [redacted] but that it can take up to 2 billing periods since they supply the end
meter read date we have no control over that. She was not very nice and hung up
on me stating that as far as she was concerned her email cancelled her account
yesterday and she will not be paying the ETF and she will be calling [redacted] now.
11/21/14 – Researched and responded
to Revdex.com Complaint
DIRECT
RESPONSE TO COMPLAINT:
I have learned that this company is
charging more per therms than they verbally told me initially. The customer is on a variable rate, which has
the potential to change every month.
My gas company is [redacted] and the Realgy
representative said their rates would always be cheaper. We will save our customer’s money over any 12
month period.
I have since learned this is not true. This is an opinion, not a complaint that can
be answered.
I have been callling them for over 2 weeks
trying to cancel this service.
Evidence shows we have attempted to contact the customer and left
detailed messages when able.
I have left numerous messages with their
answering services. This
is a statement, not a complaint that can be answered.
Today, a Realgy person by the name of [redacted], called my daughter's home returning my call from over a week ago. This is a statement, in which the customer is
not recognizing that we have left her messages.
They have left msgs at my home stating a
cancellation of $80 and forfeitting a $100 worth of gas. We have left the detailed message for the
customer.
I am beyond exhausted with this company
trying to talk to them and ask questions.
This is a statement, not a complaint that can be answered. When we have left messages for the customer,
we have advised that she can go online to our website and set a TimeTrade
Appointment which will allow her to choose a time that will be convenient for
her to have us reach out to her and call her.
She has not done this.
I have yet to speak to someone to ask
basic customer services questions, they simply are not available. Evidence refutes this statement, we spoke to
her the morning she filed this complaint.
[redacted] COMPLAINT DIRECT RESPONSE
TO COMPLAINT: Cust is trying to cancel Realgy services as her gas
supplier. Statement, not a complaint She has called repeatedly and left messages.
We have attempted to contact the customer and left messages She was adv to leave a message for [redacted] ext [redacted] and she has left several messages for her with no response.
Customer has left several messages in the same hour, these are all logged in,
and she is in the queue to have her call returned. Cust is very upset and frustrated.
Statement, not a complaint She needs a manager to contact her so she can
resolve this issue. Customer is in the queue to be
called Can reach her 11/11 or after at the above number or
today after 5pm. Statement, not a complaint
CASE: 10075711
CUSTOMER NAME: Remember When Past and Present
ACCOUNT STATUS: Dropped Service
ACCOUNT: [redacted]
UTILITY: [redacted]
Good
morning,
Realgy has taken
proactive numerous steps to explain how this winter’s extreme weather has
affected Pricing, Market conditions, and most obviously increased usage. We have sent out our Quarterly Newsletter, we
have published numerous articles on our website and directed Customers to the
Website to stay informed.
We have also sent out an email blast to all our customers with the link to our
Website and all the Blogs regarding this issue. Please feel free to visit our Website and
view the articles and information; http://realgyenergyservices.com/blog/
We have anticipated
the questions that are arising due to the Defined Quantity portion of the
Customer’s Invoice. Here is
what is being stated to Customers.
Defined Quantity is last year’s
historic usage. The defined Difference is the difference between the Actual
Usage and the Historic usage (Defined Quantity). If the difference is a positive number the
account used more than was planned and that difference will be charged at the
market price. To find this
information, you can look at your Storage Report there is a section at the
bottom called Applies to Defined Quantity Pricing: ANR-ML7. This
shows the difference and the market cost for any usage over the defined
quantity. The DQ Total will equal the Defined Quantity Cost at the top of the
Storage Report.
CUSTOMER
HISTORY TIMELINE CONTINUED SINCE LAST COMPLAINT:
06/10/14
– Rec’d end date of Service from Utility (07/24/14)
06/18/14
– Researched and responded to 2nd complaint
DIRECT
RESPONSE TO COMPLAINT:
You say you buy the gas at a low rate so you don't have to charge
as much why was I charge 1.50 a therm and [redacted] only charge 1/2 of that. The Customer is
on a Variable Plan, Index + 0.65. That
has never changed, the Market however did change. We do stand by our saving our customer’s
money on Natural Gas. Due to the extreme
conditions of this past winter season and the Market Price drastically
increasing, we have put in place a program that if we have not saved a customer
money for the period of January 2014 through May of 2015, we will reimburse the
difference.
You did over charge me it dosent matter if the winter is colder
you bought the gas when it was low. Only 20% of the gas
is prepurchased and we pass that onto the customer on the Storage Plan, they
purchase 20% of their gas during the summer months and then use it during the
winter months at no additional charge because they had purchased it during the
summer. This customer signed up during
the winter so there was no Storage yet.
Don't charge me double or triple .
The charges where not explained on the bill until you finally
called. The Utility
does not allow us to put anything but the amounts on the bill. We had taken the initiative and send out
emails, auto calls, and updated our website weekly, if not daily, to let
customers know of the extreme market conditions and how it was effecting the
pricing for Natural Gas.
As for hanging up on you It never happened I have been waiting to
talk to someone about my bill. This is comment, not a complaint that can be answered.
I would have no reason to not answer your call. This is a
comment, not a complaint that can be answered.
Lets see what my bill is for this month the gas is shut off. This is a
comment, not a complaint that can be answered.
Last month wasn't cold but I used 43.6 therms and got charged
270.00. If you
look at the Storage Report and the Defined Quantity, it is shown and explained
that it can take up to 60 days for the pricing and usage to be reported
correctly and billed.
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.
OUR INVESTIATION UNCOVERED THE FOLLOWING: This was a mix up in street addresses only, which led the...
incorrect person to receive a Welcome Letter. The customer we have the authorized agreement for, [redacted] with the account number listed in this complaint, is the account that has been enrolled in the Realgy Program. We have attempted to contact [redacted] to explain this error, and have only been able to leave a message, we will attempt again.
OUR INVESTIGATION UNCOVERED THE FOLLOWING: At this time we still do not have any...
enrollment information on this customer. We have reached out and there is no recollection of this particular visit. All Reps deny using this as part of the sales script. All the Realgy reps are wearing Realgy Safety Vests, with the Realgy name and logo clearly on the Vest. We do not represent ourselves to be the Utility. We will continue to attempt to reach out to the customer a few more times. If we can get their account number, we can add them to our Do Not Enroll list in case this submission does come through at a later date.
The evidence provided clearly shows that Realgy has returned this customer's calls.
We request the customer's email address at the time of enrollment. If the customer will not provide an email address, we cannot send them our email notices or Newsletter. This customer would not provide his email at time of enrollment. We sent this customer, as all our customers, a Welcome Letter, which clearly gives our website so that they can log on at anytime. Our website keeps up to date information on the market and we have been posting numerous articles and information to inform the public on the Polar Vortex and the issues we are all facing during this extreme season.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Read More Customer Complaints:
2
3
4
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Revdex.com Case No: [redacted]
ICC Case No
11pt; font-family: Leelawadee;">: [redacted]
HISTORY SUMMARY FOR:
Name: [redacted]
Phone: ###-###-####
Street: [redacted]
City/St/Zip: Philo IL 61864
Account No.: [redacted]
Utility: [redacted]
CUSTOMER HISTORY TIMELINE:
DATE TIME MESSAGE
06/23/16 Customer authorized enrollment via TPV
06/21/16 3.12 p Customer left message
06/22/16 11.02 a Realgy left message
06/28/16 NOTICE from Utility, enrollment accepted
07/07/16 Welcome Letter sent
07/14/16 1.34 p Realgy left message
07/18/16 3.54 p Customer left message
07/20/16 3.41 p Realgy called and spoke to customer, confirmed start date
07/20/16 3.49 p Customer left message
07/21/16 2.06 p Realgy left message
09/01/16 6.10 p Customer left message
09/07/16 NOTICE from Utility, customer switched to another supplier
09/09/16 10.53 a Realgy left message
09/26/16 2.08 p Customer left message
09/27/16 2.47 p Realgy called and spoke to customer. Has some issues, he was upset about the rate, but we explained what he thought was the rate was incorrect. He complained he didn’t receive the Welcome Letter, we explained it went out on 07/07/16 and verified his address, which he said was correct. He complained about the Final Balancing charge, we reviewed the procedure and that it is in the contract and that because we have Pools which allows us to save the customer’s money, he has to Balance the Pool Charge. He said if we do not credit it back, he will file a complaint. We explained we will not credit it back and it is his right as a consumer to file a complaint.
09/28/16 Red complaint from ICC and Revdex.com
09/30/16 Researched and responded to complaints
Revdex.com COMPLAINT:
I got scammed into signing up with Realgy Energy by a representative who cold-called me multiple times in late June (2016) extolling the virtues of this company, including all the money I would save and the excellent customer service they provide. I had several questions that she said would all be answered in the welcome/enrollment letter that I would receive shortly after switching over and that I had plenty of time to review it and opt out if I desired. Well, after signing up I never did receive any literature in the mail and attempting to reach customer service isn't what I thought it would be. To speak with customer service, you first go through an "answering service" who arranges a call-back that can take days (a call I made in late August wasn't returned until after Labor Day). After letting someone know I never received any welcome letter, I was told another would be mailed to me...to which I never received either. But what I did receive was my first bill...which was was surprisingly higher than expected. After several attempts to contact customer service to find out just exactly what my kWh rate is and informing them to contact me After 2-PM...to only have them get back to me in the 9-AM hour and leave a message on my answering machine saying they replied. On one returned call on September 6th, I ended up getting talked down to by an individual who said their rate was variable and it's around 5.1...which was not even close with their first bills rate at 7.93, the second one at 6.89 and the third also at 6.89 ....all considerably higher than my previous suppliers rate which was 5.70. I did inform this person that I was in the process of getting a new electric supplier to which he informed me that there would be no early termination fees, but some final bill charges would apply....which had me nervously awaiting the next bill. Well that next bill was the highest of all thanks in part to a $21.52 "Final Balancing Charge". I was blown away by that and ended up contacting them only to reach their "answering service" again and giving me no other choice but to file this well-deserved complaint. I'm done with this Pirate outfit. It's been nothing but deception, frustration and borderline fraud.
ICC COMPLAINT:
CUSTOMER CALLING TO COMPLAIN OF NOT RECEIVING THE SAVINGS HE WAS PROMISED WHEN ENROLLING FOR SERVICE. CUSTOMER IS ASKING FOR A REFUND OF $21.52 AND A REIMBURSEMENT OF THE DIFFERENCE IN RATES CHARGED BETWEEN REALGY AND [redacted] FOR THE PERIOD HE RECEIVED SERVICE. CUSTOMER STATES HE NEVER RECEIVED A WELCOME PACKET AS WAS TOLD TO HIM NOR DID HE RECEIVE A COPY OF THE CONTRACT.
OUR INVESTIGATION UNCOVERED THE FOLLOWING:
The customer was sent the Welcome Letter via US Mail. All calls were returned, we were only able to leave a message as the customer was not available. We did suggest that they can schedule an appointment for a call back at a convenient time for them by going to our Website, the customer opted not to do this. We did explain the rates on this bill, as he was not correct in the pricing he was quoting. We also resent a copy of the original Welcome Letter via US Mail, after verifying the address we have. The customer canceled and switched to another supplier through the Utility, which did result in a Final Balancing charge. Realgy did speak to the customer and explained that charge. We also advised that if the customer chooses, he could re-enroll with Realgy and the Final Balancing would be refunded after 90 continuous days of service.
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
ICC QUESTIONS AND RESPONSE:
PLEASE INVESTIGATE AND RESPOND TO THE FOLLOWING QUESTIONS.
1) IDENTIFY MARKETER, IF THIRD PARTY MARKETER, PROVIDE THEIR NAME AND ADVISE WHETHER THEY ARE AN ABC OR DO THEY SOLICIT EXCLUSIVELY FOR YOUR COMPANY. Realgy employees its Energy Brokers
2) IDENTIFY THE SALES CHANNEL AND THE NAME OF THE SALESPERSON. Telesales, Lorena
3) PROVIDE THE AUTHORIZED VERIFICATION OF THE SWITCH INCLUDING ANY OF THE FOLLOWING WHICH ARE AVAILABLE: RECORDING OF SALES CALL, TPV, LOA, COPY OF SIGNED AGREEMENT, OTHER VERIFICATION. Attached
4) IF YOU FIND THAT THE CUSTOMER WAS SWITCHED WITHOUT PROPER AUTHORIZATION, WHAT WILL THE COMPANY DO TO ENSURE THE CUSTOMER DOES NOT PAY MORE THAN THE RATE OF THE CHOSEN SUPPLIER (INCLUDING ANY PENALTIES IF THE CUSTOMER HAD AN ARES)? NA
5) WHAT RATE IS THE CUSTOMER ON AND WHEN DID THEY ENROLL IN YOUR SUPPLY SERVICE? Managed Residential, 06/28/16
6) VERIFY THE RATE CLASS FOR THIS CUSTOMER. Managed Residential
7) ARE THERE ANY EARLY TERMINATION FEES (ETF)? WHAT IS THE AMOUNT? PROVIDE CALCULATION OF THE ETF AND A COPY OF THE AGREEMENT/CONTRACT. ARE THE FEES BEING WAIVED? There is a Final Balancing charge - Final Settlement Costs: will be your historical usage multiplied by the Pool’s fixed price position less current market price for the remaining historical usage.
Example:
12,000 kWh is the Defined Quantity. A cancellation request comes with 12 months left on Agreement. The final settlement cost would be; Historical usage x (Pool Fixed Price – Market Price).
12,000 x ($0.0375 - $0.0345) = $36
8) IF ONLINE ENROLLMENT, PLEASE PROVIDE UNIQUE IDENTIFIER AND ONLINE LOA THAT WAS USED TO LEGITIMATE THE SALE/AUTHORIZATION. NA
Tell us why here...
HISTORY SUMMARY FOR:
Name: [redacted]
Phone: [redacted]
Street: [redacted]
CityStZip: [redacted] ** [redacted]
Acct: [redacted]
Utility: Consumers
CUSTOMER HISTORY TIMELINE:
05/05/15
– Customer signed contract
05/05/15
@ 3:37 pm – Customer left message, what are current rates
05/06/15
@ 8:20 am – Realgy called Customer, left message
05/07/15
@ 9:15 am – Realgy called Customer, left message
05/07/15
@ 1:09 pm – Realgy called Customer, left detailed message
05/08/15
– Notice from Utility, accepted enrollment, start date of 06/01/15
05/08/15
@ 2:35 pm – Customer left message, clarification on rates
05/11/15
@ 8:29 am – Realgy called Customer, left message
05/11/15
@ 8:48 am – Realgy called Customer, left message
05/11/15
@ 2:44 pm – Realgy called Customer, left detailed message
05/18/15
@ 4:40 pm – Customer left message, needs more clarification on rates
05/19/15
@ 8:42 am – Realgy called Customer, left message
05/19/15
@ 4:56 pm – Realgy called Customer, left message
05/19/15
@ 5:00 pm – Customer left message
05/20/15
@ 3:57 pm – Realgy called and spoke to Customer, [redacted], would like to cancel,
states he did not realized he had signed up with Realgy. Offered the 6 month guarantee, no penalty,
will refund if we cost more than the Utility.
Customer declined.
05/20/15
– Submit request to rescind to Utility
05/26/15
– Notice from Utility accepted Rescission, end date of 07/01/15
05/26/15
– Rec’d, researched, responded to Revdex.com Complaint
DIRECT RESPONSE TO COMPLAINT:
Realgy
representatives have wear an ID badge with the Realgy logo, the representative’s
name and picture clearly shown. They
also wear either a Jacket or Polo shirt with the Realgy logo clearly on the
left hand chest. Some also wear a
baseball cap with the Realgy logo on the front.
We do not represent ourselves as anything but Realgy, a Supplier for
Consumer’s Customer Choice Program. The representative
will ask to see the Customer’s Utility bill in order to show them if and where
we can save them money. We have a
contract, that clearly states it is from Realgy.
When
all the representatives in Customer Service are on the phones or after our business
hours, we do have the overflow switch over to our Answering Service, so that a
live person answers, not the customer just leaving a voice message. We return all calls within 1 business day.
We send
our customers a Welcome Letter, which includes our website, all information is
located on the web site. We also let our
customers know that they can set up an appointment to have us call them back at
a time convenient for them. We also have
a LIVE CHAT option. We make ourselves as
available to our customers as we possibly can.
Realgy
has been saving money for our customers’ since 1999. We also offer our customers a 6 month
guarantee, try our service and if we have not saved you money in that 6 month
period, we will refund the difference and you can drop the service with no ETF.
This
customer’s account has been dropped.
Cond","sans-serif";
mso-fareast-font-family:"Arial Unicode MS";mso-bidi-font-family:"Arial Unicode MS"">Revdex.com
CASE NO: [redacted]
MPSC
CASE NO: [redacted]
HISTORY
SUMMARY FOR:
Name: [redacted]
Phone: ###-###-####
Street: [redacted]
CityStZip: [redacted] ** [redacted]
Acct: [redacted]
Utility: [redacted]
CUSTOMER
HISTORY TIMELINE:
05/07/15
– Customer signed agreement authorizing enrollment
05/19/15
– Notice from Utility, enrollment rejected due to incorrect name
05/19/15
– Submit corrected enrollment request
06/16/15
– Notice from Utility, accepted enrollment
09/15/15
– Welcome Letter sent
09/28/15
@ 2:36 pm – Customer left message
09/29/15
– Recd MPSC complaint
09/29/15
@ 10:53 am – Realgy called customer,
left message, Welcome Letter sent in error, disregard
09/29/15
@ 2:41 pm – Customer left message
09/29/15
– Researched and responded to complaint
09/30/15
@ 10:17 am – Realgy called Customer, left message
10/01/15
@ 9:35 am – Realgy called Customer, left message
10/01/15
– Recd Revdex.com Complaint
10/05/15
@ 1:47 pm – Realgy called Customer, left message
10/05/15
@ 2:28 pm – Customer left message
10/06/15
@ 8:28 am – Realgy called Customer, left message
10/07/15
@ 12:30 pm – Realgy called Customer, left message
10/07/15
– Researched and responded to complaint
Revdex.com
COMPLAINT:
We have [redacted] energy as our energy company and received a
letter from realgy energy stating we changed to their services per a voice
recorded phone conversation which neither my husband or myself had with this
company. I have called to cancel the service and keep getting a phone answering
service stating they will return my call. They called back when I was at work
and I tried to return the call and got the same answering service. They said
they would call again till tomorrow and I couldn't speak to anyone until then!
I was very upset. I want to know how my information was given to them and who
authorized to change my account to them.
Revdex.com
DIRECT RESPONSE TO COMPLAINT:
The
Welcome Letter was sent in error and can be disregarded. As the evidence above shows, Realgy has made
numerous attempts to contact the customer.
We have left messages advising the Welcome Letter was sent in
error. As well as responding to their
MPSC Complaint. The information was
given to Realgy directly by the customer, who signed an Agreement to enroll
with Realgy’s service. Which is
attached.
MPSC
COMPLAINT:
Customer states that they just got a letter in the mail from
Realgy. Customer states the letter said that back in July they have a voice
recording of customer's husband switching over the service. Customer states
that husband never authorized Realgy to switch over his account or had even
spoke with them before.
MPSC
DIRECT RESPONSE TO COMPLAINT:
The
incorrect Welcome Letter was sent out in error.
Customer can ignore this letter.
Will attempt to contact customer again and advise.
GD","sans-serif";
color:#403152">Revdex.com CASE NUMBER: [redacted]
HISTORY
SUMMARY FOR:
Name:
[redacted]
Phone:
###-###-####
Street:
[redacted]
City/St/Zip:
[redacted] ** [redacted]
Account
No.:
[redacted]
Utility:
[redacted]
CUSTOMER
HISTORY TIMELINE:
DATE
TIME
MESSAGE
02/03/16
Customer
authorized enrollment via TPV
02/14/16
Notice
from Utility, enrollment accepted
02/17/16
Welcome
Letter sent
03/31/16
1.33
p
Customer
left message
03/31/16
6.57
p
Realgy
left message
04/04/16
2.43
p
Customer
left message
04/05/16
7.50
a
Customer
left message
04/06/16
4.04
p
Customer
left message
04/06/16
4.05
p
Realgy
called customer, no machine, no message
04/07/16
10.29
a
Realgy
called and spoke to Customer. Advised
there was a billing error and a refund will be issued. Customer wants to cancel. Advised we would submit that request.
04/07/06
Submit
request to drop service to Utility
04/08/16
Refund
check in the amount of $572.79 sent to customer
04/08/16
Recd
complaint
04/11/16
Notice
from Utility, drop service accepted
04/19/16
Researched
and responded to complaint
Revdex.com
COMPLAINT:
I talked to a representative on the phone, who called me,
on 2/3/2016 and agreed to switch my gas supply services to Realgy Energy. She
assured me of great savings, but needed to know quickly if I would change. MY
BIG MISTAKE, DID NO RESEARCH!!! Said I would get papers in mail in 10 days,
these never came. I kept checking my [redacted] bill and on my April bill received
the first Realgy service charges: an INCREASE of over $500 in gas supply
charges!!! I have called their number 5 times, get their "answering
service" every time, even after just missing a call from them. Did receive
2 calls back, one I missed, the second from what sounded like a computer
generated message that ended up hanging up on me. Hoping this might get an
appropriate response from them. I
would like to talk to someone that can take care of crediting my account for
that charge and remove me from their service.
OUR
INVESTIATION UNCOVERED THE FOLLOWING:
The Welcome Letter, which customer refers to as “papers”
was sent out 3 days after enrollment. We
did realize there was a billing error on the first month of service, advised
the customer of this, and sent a refund check for the over charge. We do have an answering service so that a
live operator speaks to our customers when all our CS Reps are on the phones
instead of a voice mail system.
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 CASE NUMBER: [redacted] 2ND COMPLAINT AND RESPONSE HISTORY SUMMARY FOR:
Name: [redacted]
Phone: [redacted]
Street: [redacted]
City/St/Zip: [redacted]
Account No.: Unknown
Utility: [redacted]
CUSTOMER HISTORY TIMELINE:
DATE TIME MESSAGE
04/27/16 Customer filed additional complaint with Revdex.com
05/05/16 Rec’d, researched, and responded to complaint
Revdex.com COMPLAINT: I am rejecting this response because: I reviewed the business practices listed above and was able to determine the actions above were not followed. First, I stated in my complaint that I did not want to receive another solicitation from this company. This morning, at 11:35 am I was contacted again by a sales representative trying to get me to switch to this company for "energy savings." When I informed the representative about my request not to be contacted, he (he stated his name was "J") proceeded to ask me why. I told him I didn't appreciate their pushy sales tactics or rude customer service, he kept talking and asking me why I don't want to save money by switching to their company. He completely ignored the fact that I said I was not to be contacted and did not acknowledge my request at all. Therefore, I am not accepting the resolution stated by the company based on the fact their representatives continue solicitations even after I made it clear I am not interested. OUR INVESTIATION UNCOVERED THE FOLLOWING: We have researched our data base, and do not find another call made to the number listed. We have added the customer to our internal DNC listing. Revdex.com CASE NUMBER: [redacted] HISTORY SUMMARY FOR:
Name: [redacted]
Phone: [redacted]
Street: [redacted]
City/St/Zip: [redacted]
Account No.: Unknown
Utility: [redacted]
CUSTOMER HISTORY TIMELINE:
DATE TIME MESSAGE
03/30/16 Sales call made to Customer
04/15/16 Rec’d, researched, and responded to complaint
Revdex.com COMPLAINT: The floor supervisor was extremely pushy in his sales tactics after being told several times that I was not going to make a decision at the moment to do business with them. He was condescending when I told him I wanted time to verify his company's information and the legitimacy of their business. He insistently asked for me to provide my account information and told him I would receive details about the transaction in the mail, several days after I was recorded accepting their terms. I had to ask him several times to stop talking long enough for me to ask questions regarding my concerns. After several attempts to gather more information, I finally had to hang up the phone because he would not let me speak. The individual I am complaining about is the Supervisor of Collins Smiley. Collins was very patient and helpful, but after speaking with his pushy supervisor, I have NO desire to do business with a company that is pushy, forceful, and demeaning. This company said they were hired through [redacted] Electric to lower customers' electric bills. I will also notify [redacted] about this horrible experience. OUR INVESTIATION UNCOVERED THE FOLLOWING: This Representative was questioned about this complaint and he had no specific remembrance of this call. He denies the practice cited. He has stated that he does explain, if asked, that we cannot use any of the customer’s information, it is useless to Realgy. He also states that anytime he speaks at the same time as a customer, he stops, apologizes and lets the customer then speak. He said he also offers to walk a customer through both our website and the [redacted] website to show that we are there as an approved supplier. INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this 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 CASE NUMBER: [redacted]
font-size: 11pt; font-family: Leelawadee,sans-serif;"> HISTORY SUMMARY FOR:
Name: [redacted]
Phone: ###-###-####
Street: [redacted]
City/St/Zip: [redacted]
Account No.: [redacted]7
Utility: [redacted]
CUSTOMER HISTORY TIMELINE:
DATE TIME MESSAGE
05/31/16 customer signed agreement authorizing enrollment
06/13/16 Notice from Utility, enrollment accepted
06/15/16 10.39 a Customer left message
06/15/16 4.09 p Realgy called and spoke to Janet, she wishes to rescind her enrollment. Advised we would submit that request
06/16/16 Submit request to rescind
06/16/16 Notice from Utility, customer requested to rescind through Utility
06/16/16 Recd Revdex.com Complaint
06/22/16 Researched and responded to complaint
Revdex.com COMPLAINT: We live in a Mobil home court that is just for seniors and single family dwelling, one of realgy employees was soliciting for realgy he passed himself of as an employee of [redacted] he said our court qualified an government grant to help us with our electric rates. we would be getting a call from [redacted] discussing this. I got a letter from [redacted] saying they were switching our utility to realgy service I called [redacted] and they said they did not send anyone from there company out to our court. we have a sign in the entrance to our court that says in big large print NO SOLICITING!!! we have a lot of seniors that live here with medicial issues and I feel that we and they are being scammed by realgy service!!! I know for sure the next time they come out here we will call the police!!!!! this is uncalled for an employee to deliberately LIE ! OUR INVESTIATION UNCOVERED THE FOLLOWING: Each Agent is assigned Realgy Gear which consists of a safety vest, hat, shirt, coat (weather dependent) and a badge. Each Agent signs in each morning and Realgy Gear is checked. This Representative was questioned about this complaint and he had no specific remembrance of this account. He denies the practice cited as he stays on script. Customer signed the agreement, which has Realgy clearly marked on the agreement. Representative states he did not see a sign stating No Soliciting and no one had asked him to leave. The customer was contacted by Realgy Customer Service and the enrollment request was rescinded as soon as it was requested. INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this 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
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.
Cond","sans-serif";
mso-fareast-font-family:"Arial Unicode MS";mso-bidi-font-family:"Arial Unicode MS"">Revdex.com
CASE NO: [redacted]
MPSC
CASE NO: [redacted]
HISTORY
SUMMARY FOR:
Name: [redacted]
Phone: ###-###-####
Street: [redacted]
[redacted] [redacted] ** [redacted]
Acct: [redacted]
Utility: Consumers
CUSTOMER
HISTORY TIMELINE:
10/02/15
– Customer authorized enrollment via TPV
10/02/15
@ 10:55 am – Customer left message, info regarding rates
10/02/15
@ 12:14 pm – Customer left message, info regarding rates
10/02/15
@ 4:43 pm – Realgy called customer, left message
10/06/15
@ 7:44 am – Customer left message
10/06/15
@ 10:44 am – Realgy called customer, left message with wife
10/06/15
@ 12:08 pm – Customer left message
10/06/15
@ 1:42 pm – Customer left message
10/06/15
@ 2:38 pm – Realgy called customer, left message
10/07/15
– Notice from Utility enrollment accepted
10/07/15
@ 10:47 am – Customer left message
10/07/15
@ 12:13 pm – Customer left message
10/07/15
@ 1:54 pm – Customer left message
10/07/15
@ 3:21 pm – Realgy called customer, left message
10/07/15
@ 4:01 pm – Realgy called customer, left message
10/08/15
@ 8:01 am – Customer left message
10/08/15
@ 8:05 am – Customer left message
10/08/15
@ 9:01 am – Customer left message
10/08/15
@ 10:41 am – Customer left message
10/08/15
@ 12:12 pm – Customer left message
10/08/15
@ 12:58 pm – Customer left message
10/08/15
@ 1:31 pm – Customer left message
10/08/15
@ 1:58 pm – Customer left message
10/08/15
@ 1:59 pm – Customer left message
10/08/15
@ 2:13 pm - Customer left message
10/08/15 - Rec’d MPSC Complaint
10/09/15
– Notice from Utility, customer rescinding enrollment
10/09/15
– Rec’d Revdex.com Complaint
10/13/15
– Researched and responded to MPSC complaint
10/21/15
– Researched and responded to Revdex.com Complaint
DIRECT
RESPONSE TO Revdex.com COMPLAINT:
I received a phone call on the morning of Friday October
2,2015 from Natasha with Realgy Energy Services. I foolishly signed up for the
service. This is a
statement, not a complaint Realgy can respond to.
Our utility bill is in my husbands name, he was not happy
with what I had done and wanted it canceled. This is a statement,
not a complaint Realgy can respond to.
I started calling this company that afternoon and have
been calling consistantly from that time on. If we are on our phones, the calls to go to an answering
service instead of voice mail. We
retrieve the calls from the answering service a few times a day. We have called this customer back each day
they have left a message, and in turn can only leave a message. Review of timeline will show the history of
calls made by this customer.
All I get is the answering service,they tell me they will
send the message on and that someone will get back to me,but so far I have not
been able to talk to anyone. If we are on our phones, the calls to go to an answering
service instead of voice mail. We
retrieve the calls from the answering service a few times a day. We have called this customer back each day
they have left a message, and in turn can only leave a message.I want this service canceled and have tried to do that befeor the
service was ever instated. Customer did rescind the enrollment
through the Utility.
DIRECT
RESPONSE TO MPSC COMPLAINT:
The customer states that she has been trying to she signed up for
Realgy on Oct 2nd. The customer did go through the TPV on
10/02/15 to authorize enrollment.
The customer states she has been trying to call Realgy since that
time and just gets an answering service - no one from Realgy to speak to. If we are on our phones, the calls to go to an answering
service instead of voice mail. We
retrieve the calls from the answering service a few times a day. We have called this customer back each day
they have left a message, and in turn can only leave a message.Customer
wants to cancel this service. Please confirm this cancellation. Customer did rescind the enrollment through the Utility.
Complaint: 1[redacted]
I am rejecting this response.
I never received ANY mailings/terms/conditions. I was misinformed so badly by this legal pirate firm masquerading as a public utility and I'm absolutely mortified at how they continue to get away with this. To sum it up...I could not be more upset about this outcome. I was scammed, I lost money and I thought going through mediation with the Revdex.com and various state agencies in Illinois and Connecticut would intervene on my behalf and help the screwed over consumer, but nope. They won and they will go about their deceptive ways to defraud others with no recourse against them.
GD","sans-serif";
color:#403152">Revdex.com CASE NUMBER: [redacted]
HISTORY
SUMMARY FOR:
Name:
[redacted]
Phone:
###-###-####
Street:
[redacted]
City/St/Zip:
[redacted] ** [redacted]
Account
No.:
Unknown
Utility:
[redacted]
CUSTOMER
HISTORY TIMELINE:
DATE
TIME
MESSAGE
03/30/16
Sales
call made to Customer
04/15/16
Rec’d,
researched, and responded to complaint
Revdex.com
COMPLAINT:
The floor supervisor was extremely pushy in his sales
tactics after being told several times that I was not going to make a decision
at the moment to do business with them. He was condescending when I told him I wanted
time to verify his company's information and the legitimacy of their business.
He insistently asked for me to provide my account information and told him I
would receive details about the transaction in the mail, several days after I
was recorded accepting their terms. I had to ask him several times to stop
talking long enough for me to ask questions regarding my concerns. After
several attempts to gather more information, I finally had to hang up the phone
because he would not let me speak. The individual I am complaining about is the
Supervisor of Collins S[redacted]. Collins was very patient and helpful, but after
speaking with his pushy supervisor, I have NO desire to do business with a
company that is pushy, forceful, and demeaning. This company said they were
hired through [redacted] to lower customers' electric bills. I will also
notify [redacted] about this horrible experience.
OUR
INVESTIATION UNCOVERED THE FOLLOWING:
This Representative was questioned about this
complaint and he had no specific remembrance of this call. He denies the
practice cited. He has stated that he
does explain, if asked, that we cannot use any of the customer’s information,
it is useless to Realgy. He also states
that anytime he speaks at the same time as a customer, he stops, apologizes and
lets the customer then speak. He said he
also offers to walk a customer through both our website and the [redacted] website
to show that we are there as an approved supplier.
INVESTIGATION
IN RESPONSE TO COMPLAINT:
Upon
receipt of this complaint, Realgy initiated a review of the sale of this
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: 9941377
NAME: Randy Scheffler
ACCT: 0096568.500
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:
06/12/12 – Customer enrolled via TPV
07/03/12 – Welcome Letter sent to Customer
02/24/14 @ 1:28 pm – Customer left message for Realgy
02/24/14 @ 4:15 pm – Realgy called Customer, explained Program, Pricing issues, cancelation procedure. Customer became hostile, said he wanted to cancel and hung phone up.
02/24/14 – Submitted Drop request to Utility
02/24/14 @ 4:35 pm – Customer left message for Realgy
02/24/14 @ 4:36 pm – Realgy called customer back, he just wanted to inform us that he is filing a complaint with Revdex.com
02/25/14 – Rec’d complaint from Revdex.com
03/04/14 – Researched and responded to complaint
DIRECT RESPONSE TO COMPLAINT:
1. This company charged me double per unit for my natural gas it went from .395 to .799 in one month and they won’t do anything about it. The customer is on a variable rate of 0.65 above market pricing. Not only did the Market Price go up, so did the customer’s usage.
CASE:
Light","sans-serif"; font-size: 11pt;"> [red...⇄ /> CUSTOMER
NAME: [redacted]
ACCOUNT
STATUS: Active
ACCOUNT: [redacted]
UTILITY: [redacted]
CUSTOMER
HISTORY TIMELINE:
07/05/12 – Customer enrolled via TPV
07/06/12 – Welcome letter sent to customer
10/28/14 @ 10:56 am – Customer left message
11/03/14 @ 3:25 pm – Realgy left message for customer
11/04/14 @ 10:19 am – Customer left message
11/05/14 @ 10:49 am – Realgy left message for customer
11/06/14 @ 9:09 am – Customer left message
11/06/14 @ 9:22 am – Customer left message
11/06/14 @ 9:25 am – Customer left message
11/06/14 @ 9:26 am – Customer left message
11/11/14 – Rec’d, researched, responded to complaint (listed below)
11/11/14
@ 2:58 pm – Realgy left detailed message for customer; Left very detailed message for [redacted] to call
back. And that ETF of $80 and loss of gas in storage will happen if she cancels
now and we would need something in writing from her she can send an email to [redacted] send a fax to ###-###-#### or mail a letter to our main office with her account
number account name and a message that she wants to cancel her account. She can also go online and set a TimeTrade
appointment to set a time convenient for her to receive a call.
11/17/14
@ 2:30 pm – Realgy left another message for customer
11/17/14
@ 2:53 pm – Customer left message
11/17/14
@ 4:31 pm – Customer left message
11/17/14
@ 4:34 pm – Customer left message
11/18/14
@ 9:15 am – Customer left message
11/18/14
@ 9:37 am – Customer left message
11/18/14 – Rec’d Revdex.com complaint
11/18/14 @ 9:50 am – Realgy called
and spoke to customer. Spoke to [redacted] NOT
VERY NICE she has already sent in her cancellation request via email. Sent a
response confirmation that we had received it. And again let her know that
cancelling now would incur an ETF of $80 and the loss of gas in storage
totaling $109.09. She stated that she would not be paying the ETF since we were
keeping her gas let her know that she could cancel for 4/1/2015 the renewal and
cancel without ETF and all gas would be used up. Let her know that we had
received her cancellation request and that we will place cancellation with [redacted] but that it can take up to 2 billing periods since they supply the end
meter read date we have no control over that. She was not very nice and hung up
on me stating that as far as she was concerned her email cancelled her account
yesterday and she will not be paying the ETF and she will be calling [redacted] now.
11/21/14 – Researched and responded
to Revdex.com Complaint
DIRECT
RESPONSE TO COMPLAINT:
I have learned that this company is
charging more per therms than they verbally told me initially. The customer is on a variable rate, which has
the potential to change every month.
My gas company is [redacted] and the Realgy
representative said their rates would always be cheaper. We will save our customer’s money over any 12
month period.
I have since learned this is not true. This is an opinion, not a complaint that can
be answered.
I have been callling them for over 2 weeks
trying to cancel this service.
Evidence shows we have attempted to contact the customer and left
detailed messages when able.
I have left numerous messages with their
answering services. This
is a statement, not a complaint that can be answered.
Today, a Realgy person by the name of [redacted], called my daughter's home returning my call from over a week ago. This is a statement, in which the customer is
not recognizing that we have left her messages.
They have left msgs at my home stating a
cancellation of $80 and forfeitting a $100 worth of gas. We have left the detailed message for the
customer.
I am beyond exhausted with this company
trying to talk to them and ask questions.
This is a statement, not a complaint that can be answered. When we have left messages for the customer,
we have advised that she can go online to our website and set a TimeTrade
Appointment which will allow her to choose a time that will be convenient for
her to have us reach out to her and call her.
She has not done this.
I have yet to speak to someone to ask
basic customer services questions, they simply are not available. Evidence refutes this statement, we spoke to
her the morning she filed this complaint.
[redacted] COMPLAINT DIRECT RESPONSE
TO COMPLAINT: Cust is trying to cancel Realgy services as her gas
supplier. Statement, not a complaint She has called repeatedly and left messages.
We have attempted to contact the customer and left messages She was adv to leave a message for [redacted] ext [redacted] and she has left several messages for her with no response.
Customer has left several messages in the same hour, these are all logged in,
and she is in the queue to have her call returned. Cust is very upset and frustrated.
Statement, not a complaint She needs a manager to contact her so she can
resolve this issue. Customer is in the queue to be
called Can reach her 11/11 or after at the above number or
today after 5pm. Statement, not a complaint