Krahn's Painting LLC

Case No: *** HISTORY SUMMARY FOR: Name: *** *** Phone: ###-###-#### Street: *** *** *** City/St/Zip: *** *** ** *** Account No.: *** Utility:
*** CUSTOMER HISTORY TIMELINE: DATE TIME
MESSAGE 01/28/ Customer authorized enrollment via TPV 02/03/ NOTICE from Utility, enrollment accepted 10/25/ a Customer left message 10/25/ p Customer left message 10/25/ p Realgy called and spoke to customer, ***She wishes to cancel due to high billReviewed the program, the Storage and benefitsAlso reviewed how to cancel, the ETF, but before we could finish the conversation the customer hung up 11/14/ Recd Complaint 11/15/ Researched and responded to complaint COMPLAINT: A Realgy Energy representative contacted me my phone promising the lowest ratesThey insisted that I would save money with Realgy Energy servicesThe low rates did not last longI continued to use less therms at my home but my bill continued to become higher due to Realgy's high ratesI contected Realgy in October of The representative informed me that I had to fill out a form in writing and pay an fee for cancelling their servicesI pointed out that nothing was ever in writing to start Realgy services nor did I agree to pay any feeThe representative insisted that that was the Realgy procedure and it would take a few weeks to complete the processIt took them less than an hour to add them on my plan last SpringRealgy gave me information at the beginningNow, they insist I need to put things in writingTo start business with them was all verbalI find that Realgy is unethical, promoted advertising about their rates and company, and now Realgy has changed contract rules to benefit them OUR INVESTIGATION UNCOVERED THE FOLLOWING: A Savings Analysis was run on this account and to date the customer has saved $with RealgyRealgy provides a Storage Plan, which allows customers to purchase 20% of their historical usage in the summer months when the pricing is lower, and then use that gas in the winter, lowering the purchase amountThis was explained to the customer to show her why the usage may have seemed higher, but she did not want to hear an explanation. The customer did state she wanted to terminate her contract early and it was explained that there is an $ETF and that we need the request in writing. The enrollment process is done via TPV (Third Party Verification) we do not have the procedure for canceling early, therefore the request must come in writing along with the ETF payment in order to cancel. It was also explained to the customer that it can take up to billing cycles to come of the account, as the Utility will not drop mid cycle. This date is not Realgy’s choosing, but the Utility. This is all in the T&C, no rules or terms were ever changed

This number has been added to our internal Do Not Call list

Complaint: ***
I am rejecting this response because:
Realgy is an unethical, deceitful, unscrupulous company that relies on misinformation, deception and outright lies to conduct businessFrom the start I was blatantly lied to about their low rates, the money that they would save me, and the excellent customer service I could count onHowever, they cost me money, time-spent trying to resolve many issues and overall created a lot of frustration in the whole futile process No "welcome letters" explaining my rate, contract terms and conditions were ever receivedCalls were returned in the mornings after stipulating to contact me after 2pmAnd one especially rude call from Mark on September 6th was noticeably omitted from their recordsBut then again, it "only" took them two weeks to follow up to this complaintAnd a big shout-out to Donna on September 27th, for vehemently rejecting my request of a refund on that fabricated $"Final Balancing Charge." Then again, one shouldn't expect much from such a clueless individual who proudly stated that she Loves Her JobAfter reading numerous online complaints and negative reviews, I am befuddled as to how they are allowed to stay activeI will continue to spread the word about the most unpleasant experience that I received from Realgy of West Hartford, CTin the summer of in every and any way possible

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
The check was received on 4/26/
Sincerely,
*** ***
4/22/
Complaint
I was signed up with this contract against my knowledgeA 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
Desired Resolution
I want the contract cancelled and assured that I am not responsible for any fees or expenses in writing
Consumer Business Dialog

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: ***
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 *** *nd 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!
Sincerely,
*** ***

Case No: *** HISTORY SUMMARY FOR: Name: *** *** Phone: ###-###-#### Street: *** *** *** City/St/Zip: *** *** ** *** Account No.: *** Utility: *** CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE
09/07/ Customer authorized enrollment via contract 09/11/ NOTICE from Utility, enrollment accepted 09/12/ Welcome Letter sent 10/19/ p Customer left message 10/20/ p Realgy called and spoke to ***, said she wasn’t told she was switching, advised she signed a contract and received the Welcome Letter, and a letter from the Utility advising of the switchAdvised of the Program and that she is guaranteed to save at least 4% in total at the end of the termIf she is canceling early, there is an ETF and she forfeits any amount in Storage, per her contractWe also need the request to terminate in writingSaid she was going to complain to Revdex.com 10/26/ Recd request to cancel 10/26/ Submit request to cancel 10/28/ NOTICE from Utility, enrollment canceled 11/22/ Researched and responded to complaint COMPLAINT: A representative came to my door stating he could give me a discount on my *** *** *** *** *** *** ***He asked me for a recent billHe did not tell me I was signing up for a different providerHe did not give me a copy of the form I signedThis is not a discount - as a matter of fact, this company charges much more! I called to cancel the service immediately, and the man on the phone said that would not be possible, that it takes a few billing cycles, and it will cost $to cancel service with them OUR INVESTIGATION UNCOVERED THE FOLLOWING: The customer signed the agreement to switch to Realgy. The Agreement guarantees the customer will save at least 4% by the end of the term. If the customer doesn’t save at least that amount, Realgy will refund the difference. The customer has not been with us for more than a month. When the customer spoke with Realgy, we explained that we will submit the request to cancel right away, but it could take up to billing cycles to cancel as we have no control over that, it is the Utility and they do not cancel with a period, but it must be at the beginning of the next period. There is an ETF, per the signed agreement

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,
*** *** our court manager is aware of this situation and any solicitors will be removed with a police escort

Case No: *** HISTORY SUMMARY FOR: Name: *** *** Phone: ###-###-#### Street: *** *** *** *** City/St/Zip: *** ** *** Account No.: *** Utility: *** CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE
07/07/ p Customer authorized enrollment via *** 07/12/ NOTICE from Utility, enrollment accepted 09/05/ p Customer left message 09/06/ a Realgy called and spoke to customer, ***She immediately said she wanted to cancelDiscussed the Guarantee Saving program, along with process to cancel and ETFShe started arguing stating she wasn’t paying the ETF and hung up 09/06/ a LIVECHAT from customer, ***She would like the Cancelation form emailed to her, she stated she did not receive a Welcome Letter and therefore does not feel she should pay the ETFAdvised we would send her the Cancelation form 09/07/ a Emailed Cancelation Form to customer 09/07/ Recd, researched, responded to complaint COMPLAINT: I am on the no call list, they called and offered lower rates on *** for a day look at - After they showed up on my *** bill for the gas portion I called to cancel having never received any information from themthey said it would be an fee to switch back to *** and cancel themI will not pay a fee to them for fraud 1/ no telemarketers 2/ no info packet 3/ higher bill OUR INVESTIGATION UNCOVERED THE FOLLOWING: The TPV/contract that the customer went through was clear that she was authorizing the switch to Realgy as her supplier. The program she is on GUARANTEES she will save at least 4% in entirety or we will refund the difference. Upon investigation, it looks like the Welcome Letter did not go out. Due to this error, the ETF will be waived. We will call the customer and advise.

Complaint: ***
I am rejecting this response because: The first month's bill was times the amount I regularly make to NIPSCOI was not informed that I was switching providersThe man at my door liedHe said I was signing up for a discount.I will be paying the bill for $for early disconnect, only because I do not wish my credit to be compromisedI want it returned to meI do not believe I owe it, because I was lied to.This is a very poor way to do businessYou shouldn't have to lie to get customers
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I am not aware of an early cancellation feeNor am I aware of what constitutes (early). I have never received anything in writing explaining details of this alleged contract
*** ***

Case No: *** HISTORY SUMMARY FOR: Name: *** *** Phone: ###-###-#### Street: *** *** *** City/St/Zip: *** ** *** Account No.: *** *** Utility: *** CUSTOMER HISTORY TIMELINE: DATE TIME
MESSAGE 06/18/ Customer authorized enrollment via contract 06/22/ Requested Addition 06/23/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 06/30/ Requested Addition 07/01/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 07/08/ Requested Addition 07/11/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 07/15/ NOTICE from Utility, account *** enrollment accepted 07/18/ Requested Addition 07/19/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 07/26/ Requested Addition 07/27/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 08/03/ Requested Addition 08/04/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 08/11/ Requested Addition 08/12/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 08/19/ Requested Addition 08/20/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 08/29/ Requested Addition 08/30/ a Customer left message 08/30/ a LIVE CHAT with customer, customer requested phone call to discuss billingRealgy called and spoke to customer, reviewed program, bill, storage programCustomer doesn’t believe he will use all the gas in storageExplained it is only 20% of his annual usage, and all will be used throughout the winter monthsCustomer asked how to cancel, advised must be in writing and there will be an ETF 08/31/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 09/07/ Requested Addition 09/07/ Recd, researched, responded to complaint COMPLAINT: I was shocked by my Bill!!! I called their number, only to speak to a answering service and told I had to wait till Monday to call againAgain, on Monday, I got the answering service and was asked to leave a number so they could return a call in next hoursI went online to their site to see if there was any other way of contacting them and ended up with an online rep, who told me she would call shortly, which she did doShe then said I needed to Email " *** *** to Email them a Cancelation of Contract, which I did, but no verification from them of thatThe Realgy Rep presented this Choice Program as being cheaper, as it was explained to meMy first bill with them and they are charging a Gas Supply charge to a residence that I have, that is vacant, and has been for yearsIt is a Farm House I stay at when huntingI chose to pay *** the monthly charge to have access to gas when ever I might be there and need itRealgy is charging for Future Gas usage as she explained to me of 20% of Based useThat fact alone makes them more Expensive than *** a monthMy act # is *** *** *** * with *** and I want the Gas Supply charge removed from my account, since there was no gas used or DeliveredI also CANCEL MY Contract with Realgy and will return to *** as my SupplierThank you OUR INVESTIGATION UNCOVERED THE FOLLOWING: Customer left a message and it was returned with the start of the LIVE CHAT the same morning. We did not receive an email from this customer. But looking at the email he is leaving in the complaint, it is incorrect, it looks like he is adding a space after SUPPORT. The correct email is *** This customer’s contract is a Guarantee Saving, so if he is charged more then what the Utility would have charged him by the end of his term, we will reimburse the difference. We do not guarantee to be less than the Utility every month, we guarantee by the end of the term, you will have saved. If the customer chooses to cancel, is must be done in writing and there will be an ETF.

Complaint: ***
I am rejecting this response because: I have never received any refund, and my *** account has not been corrected regarding the billing errorStill waiting for resolution!!
Sincerely,
*** ***

THE CHECK WAS MAILED OUT TO THE CUSTOMER ON 04/21/16, WHICH WAS LAST THURSDAY. IT MAY NOT HAVE REACHED THE CUSTOMER YET, BUT IT WAS SENT. IF SHE WOULD PREFER A DIRECT DEPOSIT, WHICH WAS OFFERED, WE CAN CERTAINLY ACCOMMODATE THAT REQUEST AND PUT A STOP PAYMENT ON THE CHECK. THE ACCOUNT HAS BEEN CORRECT

Revdex.com:Thanks for your help on this!!! Just for the record, I don't think that they would have wrote off the if I hadn't contacted the Revdex.comFunny how I get a call from Realgy after I contact the Revdex.com!!! I don't want this to come back later on me...I did not ask for early terminationI did what he asked me to which was to write letter to run out more months and then Realgy would cancelledThey are taking advantage of people and they need to be put out of business!!!
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Case No: *** CUSTOMER INFORMATION: Name: *** *** Phone: ###-###-#### Street: *** * *** *** City/St/Zip: *** ** *** Account No.: *** Utility: *** CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE
02/03/ Received written request to cancel via ** *** 02/03/ Submit request to cancel 02/07/ NOTICE from Utility, accepted subtraction request 02/07/ *** Notice sent to customer 02/16/ Recd’ researched, responded to complaint COMPLAINT: customer sent a letter stating he wanted to end realgy on April Realgy canceled him and charged him an termination fee 2-7-17.The reason customer stated he wanted to end the contract on Apri1, was to avoid getting a termination feeHe sent the letter beforehand to avoid the fee and renewalThey advised him but now he's being charged.He feels this is a scam and he is being trapped.Please have a letter sent out waiving the termination fee.Customer is not pleasedEverytime he calls he gets a voice mail stating it is full can't accept calls please try again later OUR INVESTIGATION UNCOVERED THE FOLLOWING: Realgy received the customer’s written request to cancelThe way the first line was read, “I do not wish to continue this contract.”was that he wanted to cancel immediately, which was doneThe customer can disregard the invoice for the ***Realgy will call the customer and inform him of that 04/19/ *** 2nd Notice sent to customer 04/24/ p Customer left message 04/24/ p Realgy left message 04/24/ p Customer left message 04/25/ Recd, researched, responded to complaint COMPLAINT: Realgy is supposedly in business to help keep *** customers bills affordableThey were put in place by the government to help keep bills affordableGovernment regulated! In I compared my bill w/ another *** customer, who doesn't have Realgy, I kept wondering what Realgy was and why my bill was so expensiveI called *** and got phone number from them to call RealgyRealgy told me to submit a letter to them to opt out of their serviceI did this and stated ..."Do not renew my contract w/ Realgy" so I would not have a terminating feeThe letter I sent to them was in February of Rep agreed w/ me on the phoneI thought this was all taken care of since there was no amount taken out for Realgy on my recent billingThen the other day I received a letter that I need to pay them or they are going to send me to collection w/ fees and interest attachedThey state I'm days late and I just received Saturday,April 21st and are giving me to May 2nd to pay or they are turning me over to the attorneyThere are only days in the year so where are they getting 452? *** rep advised me not to pay thisI'm afraid if I pay them that isn't going to be the end of itI feel they are a threat to me and will be a threat to my credit scoreMy bills are cheaper without them! No service provided!!! OUR INVESTIGATION UNCOVERED THE FOLLOWING: Customer’s statements are not correct, we are not and have never said we are put in place by the Government. The customer did cancel in Feb 2017, due to the miscommunication in that written cancel request, he did not cancel at the end of the term, but immediately. Upon discussing this with the customer Realgy did waive the ***. Recently we did send out notices for customer that have not paid their ***. The customer was sent this notice in error. We will contact the customer and advise him of the error and tell him he can disregard the notice

Complaint: ***
I am rejecting this response because: I have received four calls from this company in the last few months Each time we have asked them to stop calling Three of them "promised" we would be taken off the list Caller #got very angry and defensive with me, almost bullying
Sincerely,
*** *** ***

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

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: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,
*** ***