Krahn's Painting LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is correct according to [redacted] .? I have not seen a new bill yet that shows this information, but I received a verbal answer .at this time this complaint is complete Sincerely, [redacted] ?

Revdex.com CASE NUMBER:? [redacted] ? HISTORY SUMMARY FOR: ? Name: [redacted] Phone: [redacted] Street: [redacted] City/St/Zip: [redacted] ***? **? [redacted] Account No.: [redacted] Utility: [redacted] ? CUSTOMER HISTORY TIMELINE: ? DATE TIME MESSAGE 02/08/ ? Customer signed Agreement to authorize enrollment 02/19/ ? Notice from Utility, enrollment accepted 02/22/ ? Welcome Letter sent 04/04/ a Customer left message 04/04/ p Realgy left message 04/05/ a Customer left message 04/06/ a Customer left message 04/06/ p Realgy left message 04/06/ p Customer left message 04/07/ a Realgy left message 04/07/ ? Recd complaint 04/18/ a Recd email from customer, requesting to cancel service.? Responded to email advising we would process the request, also sent an invitation for the customer to set a TimeTrade appointment to discuss the issues 04/18/ ? Submit request to drop service to Utility 04/19/ ? Notice from Utility drop service accepted 04/19/ ? Researched and responded to complaint ? Revdex.com COMPLAINT: ? I was signed up with this contract against my knowledge A man came to my door asking me questions about my current gas providerI answered his questions and he asked that I sign a form that he identified as a "survey" referring to the questions he had asked meSeveral weeks later I was informed by Realgy that I had agreed to have my service changed-which I DID NOTI want to cancel the contract and and remain with my existing providerWhen attempting to call this company I cannot reach a customer service representativeI am able to leave a message for them and they in return are to call me backTHis is the fourth day in which I have not been able to speak to anyoneAlthough a representative did call me back one time, I missed the call and then again was told to leave a message and they will return my callThis is not acceptable ? OUR INVESTIATION UNCOVERED THE FOLLOWING: ? The customer was contacted by an agent of Realgy and signed a contract which we have.? Each Agent is assigned Realgy Gear which consists of a safety vest, hat, shirt, coat (weather dependent) and a badge? Each Agent signs in each morning and Realgy Gear is checked.? The script does not include any survey messageThe customer received a welcome letter.? This Representative was questioned about this complaint and he had no specific remembrance of this accountHe denies the practice cited? We have reviewed the script and the importance of sticking to the script with our agents.? Realgy does use an Answering Service in lieu of a voice mail system, we feel it is more personal to leave a message with a live operator instead of on a machine.? We do our best to return all calls with business day, which we did with this customer.? ? INVESTIGATION IN RESPONSE TO COMPLAINT: ? Upon receipt of this complaint, Realgy initiated a review of the sale of this accountThe 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] (ALSO FILE NUMBER [redacted] WHICH IS BELOW) HISTORY SUMMARY FOR: Name: [redacted] Phone: [redacted] Street: [redacted] City/St/Zip: [redacted] ***? **? [redacted] Account No.: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 01/04/ Customer authorized enrollment via TPV 01/07/ Notice from Utility, enrollment accepted 01/11/ Welcome Letter sent 04/11/ a Customer left message 04/12/ a Realgy left message 04/14/ Recd, researched, responded to complaint 04/14/ p Realgy left message 04/14/ p Customer called into Realgy, discussed billing.? Not happy, would like to cancel.? Advised we need that request in writing and we will process 04/18/ a Emailed recd requesting cancel of service 04/18/ Submit request to cancel service to Utility 04/19/ Rec’d, researched, and responded to Revdex.com Complaint 04/19/ Rec’d, researched, and responded to 2nd Revdex.com Complaint Revdex.com COMPLAINT: COMPLAINT RESPONSE After days of a sales push to move us from [redacted] to REALGY for our gas supply, and after multiple confirmations that our bills would go down a small amount every month, and also verifying the gas rate from their site, we switched over This is a statement, not a complaint Realgy can respond to Our first month's bill is over times the rate of [redacted] , despite the promise up front of a lower bill, and despite the current rate advertised on their own website Both our comps and the account summary are included in this response.? Our pricing was lower than [redacted] ’s in the months the customer was with Realgy We cannot get ahold of any live body, all phone numbers go to a recording, and then they get back to you when you aren't home, and the endless cycle of cat/mouse phone calls continue The history shows the customer called Realgy once and left a message which was returned.? Upon the second attempt to call Realgy, our representative did speak with the Customer.? The customer may be attempting to call a different organization as Realgy does not use an answering machine or recording, we use a live answering service when all our CS Reps are on the phones or after hours This is a scam, other families in our subdivision also went with Realgy, and it appears we may choose to enter the class action the subdivision treasurer might be filing This is a statement, not a complaint Realgy can respond to ? OUR INVESTIATION UNCOVERED THE FOLLOWING: Our price is lower the [redacted] ’s price delivered.? Our comps have been attached that show this.? Our records also show that the customer did call in once and left a message, which was returned in a timely manner.? The next attempt the customer made to call into Realgy, they did speak to our Representative.? The customer references the calls go to a recording, Realgy uses an Answering Service with live operators answering the calls and taking messages when all our representatives are on the lines.? We do not use a recording or voice mail Revdex.com CASE NUMBER:? [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: [redacted] Street: [redacted] City/St/Zip: [redacted] ***? **? [redacted] Account No.: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 01/04/ Customer authorized enrollment via TPV 01/07/ Notice from Utility, enrollment accepted 01/11/ Welcome Letter sent 04/11/ a Customer left message 04/12/ a Realgy left message 04/14/ Recd, researched, responded to complaint 04/14/ p Realgy left message 04/14/ p Customer called into Realgy, discussed billing.? Not happy, would like to cancel.? Advised we need that request in writing and we will process 04/18/ a Emailed recd requesting cancel of service 04/18/ Submit request to cancel service to Utility 04/19/ Rec’d, researched, and responded to Revdex.com Complaint Revdex.com COMPLAINT: After several calls, and multiple assertions from the sales call from Realgy that the bills we receive from [redacted] would go down after selecting Realgy as the supplier of **, and also double-checking the rate from the Realgy site, our first bill has the rate over twice what [redacted] is chargingThis is completely counter to the multiple calls and verifications we made, as well as their site rate check toolThis is totally a scam, please do not deal with Realgy ? OUR INVESTIATION UNCOVERED THE FOLLOWING: Our price is lower the [redacted] ’s price delivered.? Our comps have been attached that show this.? DIRECT RESPONSE TO [redacted] COMPLAINT: COMPLAINT RESPONSE Carla called requesting to end her contract with Realgy and switch back to us This is a conversation between [redacted] and the Customer, not an issue Realgy can respond to I advised because she has a contract with that company, she would have to contact them to end it and then it would automatically revert back to [redacted] as her supplier This is a conversation between [redacted] and the Customer, not an issue Realgy can respond to She got very upset and says that she can't get anywhere with Realgy, she has contacted them multiple times and no one could help her, and she requested calls back and those took too long(It did seem that she would get calls but had to wait a day or so and then she was busy and didn't have time to talk) History shows the customer has called Realgy once, and the call was returned, but we were not able to reach the customer so a message was left Said if she didn't have any resolution she would be ending the bill in her name and setting it up in her husbands name to end the contract This is between [redacted] and the customer, not an issue Realgy can respond to I advised again, contract was started with realgy and would have to be ended with them, but would see what we could do to assistAnother phone number for her is This is a conversation between [redacted] and the Customer, not an issue Realgy can respond to OUR INVESTIATION UNCOVERED THE FOLLOWING: This customer was enrolled via [redacted] in January.? She has only called in once on 04/11/and the call was returned the next morning, 04/12/16.? We were not able to reach the customer and we left a message.? She is in our queue to attempt again.? Although it is the customer’s right to file a complaint, there is no wrong doing here on Realgy’s part.? Since the complaint was open, we have reached out to the customer, and she has decided to cancel the service.? That request has been submitted to the Utility.? ? ? INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this accountThe 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 ( [redacted] ***) 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 [redacted] campaign) o? ? ID Badges (Realgy logo, picture, name, id number) to all representatives working [redacted] campaign o? ? Use of Safety vest with Realgy logo o? ? Realgy Agreement with Logo to all representatives working [redacted] 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 Read More Customer Complaints: > $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });

Revdex.com 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 03/28/ Sales calls made to Customer 03/28/ p Customer left message 03/28/ p Customer left message 03/28/ p Realgy called and spoke with customer.? She wants to rescind her enrollment.? She said she did not go through a TPV, advised then she isn’t enrolled.? At this time, we see no information on her 04/13/ Recd complaint 04/19/ Researched and responded to complaint Revdex.com COMPLAINT: ? Representative claimed to be from [redacted] (our power company) but was really from Realgy Energy attempting to switch our service to themI foolishly gave our account # but not permission to make the change When I checked with [redacted] , they said we would get switched whether we agreed our notCalls back to Realgy claimed to be the answering service only Original call from Realgy was from Florida ? OUR INVESTIATION UNCOVERED THE FOLLOWING: Upon reviewing the call, the when the Representative introduces herself, she clearly states she is calling from Realgy Energy Services.? During the call she does advise that customer that she is calling regarding the Customer Choice Program available to [redacted] Customers.? ? Realgy Energy Services does not enroll anyone in our program unless we have a signed agreement or the customer has gone through a TPV.? This customer did not do that, so we therefore did not enroll them.? We do not have a record of the customer leaving a message with our answering service.? We do use an answering service instead of a voice mail system, we feel it is better to have a live person answer a phone then leaving a message on a machine.? INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this accountThe review included but was not limited to; 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 1/15/ Complaint A woman came to my door about a month ago claiming she was with [redacted] Energy to let me know the prices have dropped for gas and would need my billing statement in order to receive the change in prices for next month's billShe however DID NOT inform me that she WAS NOT with my current gas provider and was with Realgy Energy ServicesI have contacted [redacted] to see if the gas was in my name but Realgy has switched me over to their pricing without my permission or agreementI need to get my gas back in my name COMPLETELY with [redacted] and cancel Realgy Energy Services as soon as possible before my days are upI have attempted to contact Realgy several times and no one has returned my phone calls or emailsI am frustrated that the woman was very dishonest and that Realgy put the gas into their name without my permission to do soThis is completely unacceptable and unprofessionalPlease help me cancel my subscription with Realgy promptly so that I can get the gas back into my name fully with [redacted] energy Desired Resolution I need to have my subscription to Realgy Energy Service canceled IMMEDIATELY so that I can get my name back into [redacted] prices ASAP Consumer Business Dialog

Revdex.com CASE NUMBER:? [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: [redacted] ? **? [redacted] Account No.: Unknown Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 03/30/ Sales call made to Customer 04/15/ Rec’d, researched, and responded to complaint Revdex.com COMPLAINT: ? The floor supervisor was extremely pushy in his sales tactics after being told several times that I was not going to make a decision at the moment to do business with themHe was condescending when I told him I wanted time to verify his company's information and the legitimacy of their business He insistently asked for me to provide my account information and told him I would receive details about the transaction in the mail, several days after I was recorded accepting their termsI had to ask him several times to stop talking long enough for me to ask questions regarding my concernsAfter several attempts to gather more information, I finally had to hang up the phone because he would not let me speakThe individual I am complaining about is the Supervisor of Collins S*Collins was very patient and helpful, but after speaking with his pushy supervisor, I have NO desire to do business with a company that is pushy, forceful, and demeaningThis company said they were hired through [redacted] to lower customers' electric billsI will also notify [redacted] about this horrible experience ? OUR INVESTIATION UNCOVERED THE FOLLOWING: This Representative was questioned about this complaint and he had no specific remembrance of this callHe denies the practice cited.? He has stated that he does explain, if asked, that we cannot use any of the customer’s information, it is useless to Realgy? ? He also states that anytime he speaks at the same time as a customer, he stops, apologizes and lets the customer then speakHe said he also offers to walk a customer through both our website and the [redacted] website to show that we are there as an approved supplier INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this accountThe review included but was not limited to; 1.? ? ? ? the sales processes a.? ? ? collateral which includes script, post-sales script and leave behinds b.? ? ? processing of sale including interview with agent c.? ? ? ? quality control over sale including interview of QC supervisor d.? ? ? floor manager/team leader review 2.? ? ? Management review of results REALGY STANDARD SALES PRACTICE INCLUDES: ·? ? ? ? ? ? ? reviewing the script (D2D or TPV) with the representatives on the campaign o? ? review of the post script o? ? review of the QC management oversight o? ? review of team leader / floor manager ·? ? ? ? ? ? ? was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working D2D campaign) o? ? ID Badges (Realgy logo, picture, name, id number) to all representatives working D2D campaign o? ? Use of Safety vest with Realgy logo o? ? Realgy Agreement with Logo to all representatives working D2D campaign ·? ? ? ? ? ? ? For phone based representatives o? ? TPV id number to all customers completing the process o? ? Sales policies followed o? ? Recording reviewed ·? ? ? ? ? ? ? Review of customer timeline including o? ? Sales process listed above o? ? Enrollment with utility §? Utility response o? ? Welcome letter to customer o? ? Review of customer service notes o? ? Notification of first billing with Realgy o? ? Notification of 2nd billing with Realgy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] our court manager is aware of this situation and any solicitors will be removed with a police escort

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? That being said, we did indeed call multiple times, from our home phone, as well as our mobile phonesThere may indeed be an automated system, however, one would have to know all of our numbers to know which came from usWe made around 4-different calls and left messages, and it wasn't until we opened up the complaint with the Revdex.com that Realgy actually called us back to back to make sure they got ahold of us in person Sincerely, [redacted] Read More Customer Complaints: > $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });

Revdex.com ID:? [redacted] ? HISTORY SUMMARY FOR: ? ? ? ? ? ? Name:? ? ? ? ? ? ? ? ? ? ? [redacted] ? ? ? ? ? Phone:? ? ? ? ? ? ? ? ? ? [redacted] ? ? ? ? ? Street:? ? ? ? ? ? ? ? ? ? ? [redacted] ? ? ? ? ? CityStZip:? ? ? [redacted] ? **? [redacted] ? ? ? ? ? Acct:? ? ? ? ? ? ? ? ? ? ? ? ? unknown ? ? ? ? ? Utility:? ? ? ? ? ? ? ? ? unknown ? CUSTOMER HISTORY TIMELINE: ? 08/19/ ?" Rec’d Revdex.com complaint 08/20/ ?" researched and responded to complaint ? DIRECT RESPONSE TO COMPLAINT: ? These people continue to call us, no matter how many times I tell them not to? As a church, we cannot subscribe to the Do Not Call registryThe last caller proceeded to harass me after I told him that I had investigated the company and found them to be misleading in reference to their "savings" We do call and leave messages.? When we do talk to a potential customer, if they say no, it is our practice to stop calling.? But we may call back in another year.? Our savings are proven and are shown on our website along with our comps.? There is nothing misleading about our program or the savings we offer.? This customer will be added to our internal DNC list ?

ADDITIONAL COMPLAINT FROM CUSTOMER: ? I am rejecting this response because: I was not told I was going to be switching to another providerWhen I found out, I immediately contacted [redacted] and RealigyI do not believe that I should have to pay the $80, because the man at my door did not tell me I was switching providersHe only told me I was signing up for a discountHe took advantage of me, and lied! ? ADDITIONAL RESPONSE TO COMPLAINT: ? Our program is specifically designed to be an alternative to the Default Utility Rate, we are clear that we are supplying the natural gas.? The customer has been on the service with Realgy, therefore there is an ETF.? The agreement the Customer is under is GUARANTEED SAVINGS, if she does not save money by the end of the term for the total time with Realgy, we would send her the difference.? The program is designed to save the customer’s money for the entire term, not necessarily month to month.? ? ?

Complaint: [redacted] I am rejecting this response because:How am I supposed to know that Realgy charges twice as much as my old provided when I did not get my first bill until July? I was supposed to cancel within days of the welcome letter which came in MayThere was no way for me to know that my bill would actually be higher than my old provided until I received it in July? This company uses these tactics to actually charge consumers double the price of their old provided and then wants to charge $cancellation feeTo me that is fraud, as they advertise they will be cheaperNothing is cheaper with Realgy, the per therm fee remained the same as my old provider.I want the $cancellation fee waived because of their dishonest advertising Sincerely, [redacted] ***

REALGY RESPONSE TO COMPLAINT: ? The customer enrolled and was given the Terms and Conditions.? The customer was sent a Welcome Letter explaining his enrollment.? We have more information regarding our programs on line.? We returned all calls to the customer and we either left a message or spoke to the customer.? While leaving messages, we also had advised the customer that he could go online and set an appointment convenient to him to receive a call back, the customer never did this.? The Final Balancing charge is so that all the other customers in that Price Pool are not punished and getting a higher price due to this customer canceling early.? Which is in the Terms and Conditions.? Our customer service team is a hard working, knowledgeable team and degrading and calling them names is not called for

Complaint: [redacted] I am rejecting this response because:I have yet to see proof of the cancellation of serviceI would like to receive a letter showing cancellation of the contract, just as I have had to send in an email showing request of cancellationAlso, Realgy's comments are completely inaccurateI called multiple times to the call center, and left messagesI would receive a call and a message back on our answering serviceThe only time Realgy called back to us to make sure they actually got ahold of us was after the Revdex.com complaint was filedThey called and missed us as we were on another call, and within minutes tried again, and we picked upWe were told verbally that the contract would be canceled and without fee, and I have yet to see confirmation of this in writing or from [redacted] that this has occurred.I should not have had to file a Revdex.com complaint to be able to actually get in contact with a live person Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:While I might have accepted a price per therm, I did not know about the following incremental charges that Realgy charges its customers:monthly charge: $2.50Realgy gas charge: $5.04Storage Injection Charge: $13.16Nor did I agree to pay for gas now that I would use in the winter timeMy old provided never raised the rates in winter and there was no need to prepay for gasAll of these fees has caused my bill to more than double vs my old provider.This along with the above charges is why I decided to leave the company and do not feel that I owe the $termination fee due to fraudulent advertising Sincerely, [redacted] ***

REALGY RESPONSE: The customer signed a PriceAssurance agreement with a fixed price of $.379/therm, so she did know what the price is and should be able to compare it to her current bill. The time frame for the rescission is a regulatory requirement. We could not issue a rescission of an enrollment once we are on the bill. The customer is terminating the contract early, which will cost Realgy money, and according to her agreement and the terms and conditions, she is responsible for this

Revdex.com Case No:? ? HISTORY SUMMARY FOR: ? Name: [redacted] r Phone: ###-###-#### Street: [redacted] City/St/Zip: [redacted] Account No.: [redacted] Utility: [redacted] ? CUSTOMER HISTORY TIMELINE: ? DATE TIME MESSAGE 11/23/ ? Customer authorized enrollment via TPV 11/25/ ? NOTICE from Utility, enrollment accepted 12/03/ ? Welcome Letter sent 08/19/ p Customer left message 08/22/ a Realgy left message 08/22/ p Customer left message 08/23/ a Realgy called and spoke to customer, she wants to cancel, is eliminating all 3rd party suppliersAdvised we need that in writing and there will be an ETFGave customer email to send the request 08/23/ a Customer left message 08/23/ p Realgy called and spoke to customer, she did not understand she was sending an email, she thought she was entering a websiteAdvised to create an email and send it with the request 08/25/ a Recd written request to cancel 08/25/ ? Submit request to cancel enrollment 08/29/ ? NOTICE from Utility, enrollment canceled 09/30/ ? Researched and responded to complaint ? Revdex.com COMPLAINT: ? It is very difficult to contact a customer service representativeUpon placing a call, I am connected to an answering service who sets an apptfor the company to call me back no sooner than hours laterWhen I finally got a call back I explained that due to large medical bills, I am cancelling my account with themI was told that in order for them to do that, they would require a written requestShe gave me the website to submit my request to, which is [redacted] When logging in to that site, it was not a legitimate addressSo, when I called to try to get this issue resolved, I was told by the answering service, I would again have to schedule a call back in at least hoursI got so frustrated, I just hung upPlease help ? OUR INVESTIGATION UNCOVERED THE FOLLOWING: ? When all our Customer Service Reps are taking other calls, our phones to forward to a Live Answering Service instead of voice mail.? The customers are told they should receive a call back within business day.? The email given to the customer is an email address, not a website.? If the customer hangs up, there is no way for us to know she called with an issue.? She did call back and we did return the call and explained that is an email address, not a website.? She did submit the request to cancel, and it was processed ? ?

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, *** *** with the account number listed in this complaint, is the account that has
been enrolled in the Realgy Program. We have attempted to contact *** *** to explain this error, and have only been able to leave a message, we will attempt again

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: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
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I need all information to terminate our contract by AprilIt isn't that for away so I will terminate contract after the one yearPlease submit all information needed for me to complete termination at the end of one year
Sincerely,
*** ***

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

Complaint: ***
I am rejecting this response because: I was contacted a third time by this company on 5/3/at 4:pm CT and asked them to ensure I was added to their do not call listThis is now the 3rd time I've asked to removed from their calling listEach rep continues to ask me about a info package they mailed and totally disregarding my request NOT to be contactedThis is now becoming harassment
Sincerely,
*** ***
5/5/
Complaint
After days of a sales push to move us from *** to REALGY for our gas supply, and after multiple confirmations that our bills would go down a small amount every month, and also verifying the gas rate from their site, we switched overOur first month's bill is over times the rate of ***,
despite the promise up front of a lower bill, and despite the current rate advertised on their own websiteWe cannot get ahold of any live body, all phone numbers go to a recording, and then they get back to you when you aren't home, and the endless cycle of cat/mouse phone calls continueThis is a scam, other families in our subdivision also went with Realgy, and it appears we may choose to enter the class action the subdivision treasurer might be filing
Desired Resolution
We want a refund of our monthly charges to reflect the *** rates, and we want to cancel this serviceIf we cannot have this done, we will undoubtedly enter the lawsuit our neighbors may be filing
Consumer Business Dialog