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Eligo Energy, LLC

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Eligo Energy, LLC Reviews (118)

This is a response to Revdex.com Complaint #[redacted] for Sheila & James [redacted]. Please see below for full resolution details. If further information is required, please reach out to us again.Complaint Number: [redacted]Complaint Received Date: 01/23/2018Customer Name: Sheila & James [redacted]Service Start...

Date: 05/18/2017Service End Date: 01/23/2018Cancellation Request Date: 01/22/2018Brief Explanation: Sheila [redacted] is claiming she never authorized Eligo Energy to become the supplier on the account and that she was slammed.  She is seeking a refund on her supply charges.Eligo Energy does not fraudulently enroll or slam customers.Ms. [redacted] authorized the switch of her electricity supply service to Eligo Energy on 03/17/2017 via third party verification. Ms. [redacted] herself is on the verification recording authorizing service.  A copy of the TPV audio recording can be provided, via email, upon request.  During the enrollment, the customer agreed to a price of $0.05000 cents per kWh for the first six months, and then a market variable rate for any service periods thereafter. We received a service start date from National Grid of 05/18/2017.Eligo Energy has a record of the customer calling to cancel on 01/22/2018.  The cancellation request was processed immediately.  The service end date from National Grid is 01/23/2018.  The customer's account is currently in dropped status with Eligo Energy.  No early termination fees are due as the customer served the term of the contract.No refund will be provided since the switch authorization was valid and the energy was purchased by Eligo and consumed by the customer.  Please feel free to let us know if there are any additional questions.

Initial Business Response /* (1000, 5, 2015/01/29) */
In June 2014, the community of [redacted] elected to aggregate their municipality with Eligo Energy as the retail electric provider. Municipal aggregation is a government program that allows a community to receive electricity supply from a...

dedicated supplier and benefit as a whole from potential savings.
Over the course of the summer of 2014, residents received mailed correspondence from the town of [redacted] and Eligo Energy detailing the terms and conditions of the program. To opt-out from participating, residents were asked to mail in a portion of a form to indicate they were not interested. Any customers who were part of a previous aggregation were automatically included for participation. These customers received a [redacted] notification letter and an Eligo Energy Welcome Packet. Both mailings indicated ways for customers to opt out of the program by calling, mailing and emailing. Ms. [redacted] received a welcome packet via mail from Eligo Energy as well as a letter from [redacted]
Eligo Energy did not receive any communication from Ms. [redacted] during this period and was enrolled in the program with an effective service start date of 10/6/14.
Since receiving the inquiry from the Revdex.com, Eligo Energy has submitted a drop notification to [redacted]. Ms. [redacted]' account with Eligo Energy is set to end service on 3/10/15, as it takes about a bill cycle to return to [redacted] for supply.
Eligo Energy will not be providing a refund to Ms. [redacted] for the electricity consumed while she received supply service from Eligo Energy. Ms. [redacted] actually used that energy. Ms. [redacted] was sent multiple communications from the Town of [redacted] Eligo Energy, and [redacted]. However, Eligo Energy will waive the early termination fee associated with leaving the aggregation program early.

Eligo Energy takes misrepresentation claims very seriously and will research these allegations and address them with the agent in question. At this point of the investigation, Eligo Energy does not have any records of this call being made. Nevertheless, Ms. [redacted] has been added to Eligo...

Energy's internal do not call list to ensure she is not contacted by Eligo Energy again.Thank you for contacting Eligo Energy.

Mr. [redacted] wants to cancel Eligo Energy service. He claims he has had initial difficulty reaching a customer service representative.Upon receipt of this complaint, Eligo Energy reviewed its records and fold that the customer's account was never enrolled by eligo Energy.  The customer's utility...

company rejected the enrollment request per the customer's request.  As a result, the customer was mailed a rejection postcard from Eligo Energy to service as written confirmation that their account had not been enrolled by Eligo Energy.Thank you for contacting Eligo Energy.

Initial Business Response /* (1000, 5, 2015/05/13) */
In June 2014, the community of Evergreen Park elected to aggregate their municipality with Eligo Energy as the retail electric provider. The aggregation program ends in the Fall of 2017.
As a participant of Evergreen Park's previous municipal...

aggregation program, Mr. [redacted] received an Eligo Energy Welcome Packet detailing the terms of the program and ways to rescind his enrollment. Mr. [redacted] submitted the requisite paperwork to cancel his enrollment; however, due to a computer error, his account was sent to [redacted] for enrollment but subsequently rescinded. As a result, no Eligo Energy service will take effect on his account.

Initial Business Response /* (1000, 5, 2015/05/20) */
Ms. [redacted] is a resident of [redacted] which selected Eligo Energy as its aggregate electricity supplier in the Spring of 2014.
Because Ms. [redacted] was a part of the town's previous aggregation program, she received a renewal notice from...

the town in June of 2014, indicating the town's choice of Eligo Energy as a new supplier. The renewal notice provided for a cancellation procedure for residents that did not want to participate in the town's aggregation program. Ms. [redacted] did not notify Eligo Energy of her desire not to participate in the aggregation program and did not rescind her service per instructions provided in a subsequent letter that she received from her utility, [redacted]. Additionally, she was mailed a Welcome Packet from Eligo Energy, dated July 18, 2014, indicating the terms, conditions, and rate plan specifically for the [redacted]. Since Ms. [redacted] did not indicate her desire not to participate in the program to either Eligo Energy or her utility, [redacted] she was enrolled for service with Eligo Energy; that service took effect on her account in August of 2014.
If the customer has since closed their utility account with [redacted] that action will automatically close the Eligo Energy supply service on the same account. They will both be closed/cancelled on the same last date of service. However, to move proactively on behalf of the customer, Eligo Energy has also processed a separate cancellation of this account for the customer. The cancellation was processed on 5/20/2015. A last date of service is pending from [redacted]

Mr. [redacted] wants to cancel Eligo Energy service due to receiving higher electric bills. He claims he has had initial difficulty reaching a customer service representative.Upon receipt of this complaint, Eligo Energy reviewed its records and was able to find a record of Mr. [redacted] calling on 02/08/2016.  An Eligo agent called him back on 02/10/2016 and on 02/18/2016, but was unable to reach him both times.  The agent left a message for the customer on 02/18/2016.   We have canceled the customer's account. There are no cancellation fee associated with this account. The cancellation confirmation number for the customer's reference is[redacted]. It takes one to two billing cycles for a utility company to process Eligo Energy off of a customer's account. The customer will continued to be billed by Eligo Energy, through their utility company, until the Service End Date provided by the utility.Thank you for contacting Eligo Energy.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would like to note that they state they tried to contact me on 2 dates. I never received any phone calls, phone messages or emails from them on those dates mentioned. I have yet to receive the post card they speak of. I did receive a call a number of days after I got a confirmation from [redacted] about the cancellation, that poor man that called me wanting to know why I cancelled. I am just glad they have acknowledged the cancellation and apparently I will not be charged a fee as I followed the proper procedures. Having said that, based on their actions and dishonest response to the complaint I would not regard them as a reputable company to work with.  
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The recordings sent to the customer, as proof of their authorization of Eligo Energy as their supplier, are from October 26, 2016.Eligo Energy has no further records of calls from the customer until 04/28/2017, when they requested to cancel. There is a possibility that the customer is mistaking Eligo Energy for another supplier.In addition to providing this data to the customer directly, and to the Revdex.com, this data was also provided to the customer's utility company, [redacted], on May 04, 2017. The utility company was satisfied with the evidence of the authorization.As mentioned previously, Eligo Energy does not slam customers. The customer's accounts have been canceled per their request. The are now in dropped status with Eligo Energy.Eligo Energy considers this matter closed.Thank you for contacting Eligo Energy.

Eligo Energy does not fraudulently enroll or slam customers.After investigating this matter, we believe that this enrollment was made by the complainant himself or someone in the complainant's household or by someone with full knowledge of the household's identifying information for the following reasons.#1 - This account was enrolled online. When customers enroll with Eligo Energy online, the webform they use is NOT pre-filled. The customer has to input all of their account information into the form. For [redacted] customers, this information includes a name, address, phone number, email address, and the utility provided [redacted] ID number. Someone other than Eligo entered all of this information into the webform.#2 - Eligo Energy's records show that someone made eight attempts to enroll this account online, from two different IP address, between 08/31/2016 and 09/27/2016, with the last attempt being successful on 09/27/2016. The previous seven attempts were not processed by Eligo Energy because our internal system controls marked them as fraudulent. The 09/27/2016 attempt was not marked as fraudulent for the following reasons:- The customer used a different IP address ([redacted]) from the one that was used in the previous seven attempts ([redacted]); - It was the first attempt to enroll anyone from the IP address ([redacted]) for the successful enrollment; - The email address used in the successful enrollment, [redacted]@gmail.com, was not consider suspicious; - Our address validation system marked the address used - [redacted] Dr, [redacted], MD 21234 - as a valid U.S. address; - Only one enrollment attempt from this IP address, with this email and account number combination, was made.#3 - During a call with the [redacted] on 10/10/2016, he confirmed that his wife is named [redacted]. On seven out of eight enrollment attempts, the names used to enroll the accounts were either [redacted] (most frequently used name with six attempts) or [redacted].#4 - Two separate emails were provided during the enrollment attempts, [redacted]@gmail.com and [redacted]@gmail.com. The complainant confirmed that the first email account, [redacted]@gmail.com, belonged to himself.#5 - The IP addresses used were: [redacted] and [redacted]. These IP addresses are located in Baltimore, MD and Abingdon, MD, respectively, which are within 15 miles of the complainant's house.#6 - Eligo Energy has no records of any other enrollment attempts from these IP addresses for any other accounts, or prior to 08/31/2016, or after 09/27/2016. The two IP addresses used only submitted enrollments for Mr. [redacted]'s account. This leads us to believe that the complainant was likely not a victim of a larger identity theft scheme or Eligo would have seen more enrollments attempts from these two IP addresses.#7 - The utility provided [redacted] ID number, [redacted], cannot be found online. Additionally, the utility company, [redacted] does not publish an eligibility list containing [redacted] ID numbers or Utility Account numbers. As a result, rates of true identity fraud are extremely low in the [redacted] territory.Eligo Energy CSRs spoke with Mr, [redacted] concerning this matter on two separate occasions on 10/10/2016. There is no record that Mr. [redacted] ever spoke to a manager at Eligo Energy. The reps cancelled his Eligo Energy enrollment, per his request, then explained to him that his account had not yet, and mostly likely would not go into service with Eligo Energy. Eligo Energy does not decide when enrollments start or stop service. That decision is made by the customer's utility based on the utility's own internal rules and is then communicated to Eligo Energy. Account changes can take one to two billing cycles to process on the utility's side.Concerning his desire to prevent the enrollment of his account with suppliers in the future, Eligo Energy's advice is to contact his utility and explore his options. Some utility companies allow customers to place blocks on their accounts.Mr. [redacted] was provided with a cancellation confirmation # of [redacted] at the time of his call on 10/10/10. Eligo Energy also mailed him a postcard confirming the cancellation of his account in writing.Please note that Eligo Energy received this complaint the day after we spoke to the customer twice, cancelled his account, and confirmed for the customer that service on his account had not and would most likely not take effect with Eligo Energy. Furthermore, it appears that the complainant works for a competitor of Eligo Energy.Please let us know if there are any additional questions or concerns.

Customer was not billed for Dec. 2016, Jan. 2017 or Feb 2017 due to our billing system experiencing technical difficulties.  In March, customer received energy charges for those period plus the current period.  All charges are legitimate and we have fixed the situation.  Customer has...

indeed dropped and will receive a final bill in April.

Hello, we are researching this incident and will respond to it fully next week. We apologize for this delay and any inconvenience.

Customer was billed twice for Nov. - Dec. time frame due to a technical billing error.  Customer was sent a refund of $223.64 from Eligo.  We have resolved the customer's issue. In addition, the customer signed a 12-month fixed-rate contract where the term shall start after the first...

applicable meter read cycle after January 18, 2016.  This contract ended February 2017 and customer has moved to a variable rate contract.

Susan C. [redacted] believes that she has been overcharged by Eligo Energy and is looking for a credit to be posted to her account.Eligo Energy has checked its records and found that the customer has not been overcharged by Eligo Energy and is not owed a credit.The customer authorized service with Eligo...

Energy on 08/08/2014. At the time if the authorization, the customer was advised, via the [redacted] and in writing via the Welcome packet, that no savings were guaranteed.No refund will be provided since the switch authorization was valid and the energy was purchased by Eligo and consumed by the customer.

Complaint: [redacted]
I am rejecting this response because:
While I am satisfied with the end result of canceling the switch account I don't like many of the implications in this response or that it the first response wasn't even about my case. When I first got an email from the company that a switch was happening on August 31st when my wife and I were supposedly signed up for Eligo Energy.  We were together in DC for a conference working together all day (there was no way a Maryland IP address would have been anyone in my family), I called Eligo and explained my complaint about the sign up and I was told a manager would call me back. Proceeding the conference I didn't get any calls back from Eligo management and since they had my parent's mailing address on the order I thought it was a weird mistake.  Then I received the [redacted] switch order a month later and I called to figure out what was going on, twice I called I was told I was speaking to management which in this complaint said I never talked to anyone.  While I understand my personal information was entered into the system, it should not be that hard to believe it was not me.  I was spoken to rudely and told on multiple occasions from [redacted] and Eligo that the switch would happen. 
I do in fact work for a competitor ([redacted] Energy) and get free energy every month for the past 5 years for my efforts, which is why I was so upset I was signed up fraudulently.  I am happy with my current supplier and never would have switched my account.  I appreciate the suggestion to see if [redacted] can lock my account and certainly would like to make sure Eligo never enrolls my account again with their services. The complaint was filed the day after we talked because of how rudely I was spoken to by you customer service and how much little information they could provide me about how my account information was received and verified.  A simple call to the new customer or return call from my initial complaint would have never needed a complaint to the Revdex.com.  I was tried horribly by your staff and when I requested a manager they never called and was not transferred like I was told I would be.
Again I hope you take better care of your actual customers and use better customer verification process. While you claim no foul, my wife and I never made the switch to Eligo and certainly never will.
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/02/19) */
ligo Energy, LLC Official Response to Revdex.com Complaint Case# XXXXXXXX
Complaint ID#: XXXXXXXX
Consumer: [redacted]
Case Opened: XXXX-XX-XX
After investigating the complaint, Eligo Energy's records show that the customer...

previously reached out to customer service after regular business hours. We regret that an agent did not return her call as quickly as she would have liked. An Eligo Energy Customer Service Manager ("CSM") was able to contact the customer and verify that she still wanted to cancel her account. Ms. [redacted] confirmed that she wanted to cancel her service. Her account was cancelled promptly and a confirmation number for the cancellation was provided to the customer. The CSM also informed her that there would be no early termination fee assessed on the account because the customer had served the term of her agreement. The CSM then explained that her utility company, [redacted] and [redacted] would send her, via U.S. mail, written confirmation of the account cancellation. The written confirmation from the utility will contain the effective date of the cancellation, which may take between one and two billing cycles. Ms. [redacted] understood, had no further questions, and was satisfied with this resolution.

Mr. [redacted] is disputing the Eligo Energy charges on his account and looking to have them discharged. He claims he has had initial difficulty reaching a customer service representative.The customer authorized the switch of the electric supply service on 03/09/2016 via third party verification...

("TPV"). Eligo Energy has a record of a call from the customer on 03/10/2016 requesting to cancel. However, the customer hung up without leaving identifying account information in order for Eligo to process his request. An Eligo agent attempted to call the customer back but was unable to contact him as his phone number had been added to the Do Not Call list.Eligo Energy then received a utility drop notification from [redacted] on 03/16/2016. The drop was processed immediately by Eligo Energy. [redacted] provided a service end date of 03/21/2016. Eligo records also show that the customer called in again on 03/17/2016, and an Eligo agent confirmed for the customer that the account had been cancelled. However, by this date, Eligo service had already taken effect on the customer's account.Eligo Energy does not discharge electricity supply charges for electricity that has already been used. However, as a customer service gesture, Eligo Energy will re-rate the customer's supply charges to the same supply rate he would have paid with his utility company, [redacted]. [redacted]'s electricity supply rate is currently at $0.07918, including GRT, per https://[redacted].The customer was billed for 274.00 kWh from 3/15/2016-3/20/2016 at the rate of $0.0796, which also includes GRT, plus a monthly service fee of $4.93. His total charges from Eligo Energy amounted to $28.34. Re-rated at the [redacted] electricity supply rate would equate to the following charges: 274 kWh X $0.07918 = $21.70. Therefore, the customer will be refunded the difference of $6.64.Thank you for contacting Eligo Energy.

Tell us why here...In June 2014, the community of [redacted] Park elected to aggregate their municipality with Eligo Energy as the retail electric provider. Municipal aggregation is a government program that allows a community to receive electricity supply from a dedicated supplier and benefit as a...

whole from potential savings.Over the course of the Summer of 2014, residents received mailed correspondence from the town of [redacted] Park and Eligo Energy detailing the terms and conditions of the program. To opt-out from participating, residents were asked to mail in a portion of a form to indicate they were not interested. Any customers who were part of a previous aggregation were automatically included for participation. These customers received a [redacted] notification letter and an Eligo Energy Welcome Packet. Both mailings indicated ways for customers to opt out of the program, including by calling, mailing and emailing. Ms. [redacted] received a welcome packet via mail from Eligo Energy as well as a letter from [redacted]Eligo Energy did not receive any communication from Ms. [redacted] during this period and was enrolled in the program with an effective service start date of 10/08/2014.Since receiving the inquiry from the Revdex.com, Eligo Energy has submitted a drop notification to [redacted]. Ms. [redacted]'s account with Eligo Energy is set to end service on or after 7/11/2016, as it takes about one - two billing cycles to return to [redacted] for supply.  The cancellation confirmation number is [redacted].  Ms. [redacted] will receive written confirmation of her Eligo Energy supply service cancellation from both [redacted] (in a letter) and Eligo Energy (in a postcard).Eligo Energy will not be providing a refund to Ms. [redacted] for the electricity consumed while she received supply service from Eligo Energy. Ms. [redacted] actually used that energy. However, as a customer service gesture, Eligo Energy will waive the early termination fee associated with leaving the aggregation program early.

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 as long as Eligo does not try to fraudulently try to collect any cancellation fees from me as I have cancelled well within my "3 day right of rescission" window, as documented numerous times.
Sincerely,
[redacted]

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Address: 201 W. Lake St., Ste 151, Chicago, Illinois, United States, 60606

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