Complaint: [redacted]
I am rejecting this response because:How am I supposed to know that Realgy charges twice as much as my old provided when I did not get my first bill until July? I was supposed to cancel within 10 days of the welcome letter which came in May. There was no way for me to know that my bill would actually be higher than my old provided until I received it in July. This company uses these tactics to actually charge consumers double the price of their old provided and then wants to charge $50 cancellation fee. To me that is fraud, as they advertise they will be cheaper. Nothing is cheaper with Realgy, the per therm fee remained the same as my old provider.I want the $50 cancellation fee waived because of their dishonest advertising.
Sincerely,
[redacted]
Case No: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: [redacted] Account No.: [redacted] Utility:
[redacted] CUSTOMER HISTORY TIMELINE: DATE TIME ...
MESSAGE 01/28/16 Customer authorized enrollment via TPV 02/03/16 NOTICE from Utility, enrollment accepted 10/25/17 11.23 a Customer left message 10/25/17 12.48 p Customer left message 10/25/17 2.44 p Realgy called and spoke to customer, [redacted]. She wishes to cancel due to high bill. Reviewed the program, the Storage and benefits. Also reviewed how to cancel, the ETF, but before we could finish the conversation the customer hung up. 11/14/17 Recd Complaint 11/15/17 Researched and responded to complaint COMPLAINT: A Realgy Energy representative contacted me my phone promising the lowest rates. They insisted that I would save money with Realgy Energy services. The low rates did not last long. I continued to use less therms at my home but my bill continued to become higher due to Realgy's high rates. I contected Realgy in October of 2017. The representative informed me that I had to fill out a form in writing and pay an 80.00 fee for cancelling their services. I pointed out that nothing was ever in writing to start Realgy services nor did I agree to pay any fee. The representative insisted that that was the Realgy procedure and it would take a few weeks to complete the process. It took them less than an hour to add them on my plan last Spring. Realgy gave me false information at the beginning. Now, they insist I need to put things in writing. To start business with them was all verbal. I find that Realgy is unethical, promoted false 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 $65.23 with Realgy. Realgy 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 amount. This 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 $80 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 2 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.
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:
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Complaint: [redacted]
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 #3 got very angry and defensive with me, almost bullying.
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]
Complaint: [redacted]
I am rejecting this response because: I am not aware of an early cancellation fee. Nor am I aware of what constitutes (early). I have never received anything in writing explaining details of this alleged contract.
[redacted]
Complaint: [redacted]I am rejecting this response because:
Realgy Energy's assertion that the phone number they continued to call me on was not registered with the DNC list is not accurate. This number has been registered since 2009. Fact, not an opinion.
From: [redacted] Sent: Tuesday, June 09, 2015 1:55 PMTo: [redacted]Subject: National Do Not Call Registry - Your Registration Is Confirmed
Thank you for registering your phone number with the National Do Not Call Registry. You successfully registered your phone number ending in [redacted] on September 25, 2009. Most telemarketers will be required to stop calling you 31 days from your registration date. Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com 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/
Customer
authorized enrollment via TPV
02/14/
Notice
from Utility, enrollment accepted
02/17/
Welcome
Letter sent
03/31/
p
Customer
left message
03/31/
p
Realgy
left message
04/04/
p
Customer
left message
04/05/
a
Customer
left message
04/06/
p
Customer
left message
04/06/
p
Realgy
called customer, no machine, no message
04/07/
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/
Submit
request to drop service to Utility
04/08/
Refund
check in the amount of $sent to customer
04/08/
Recd
complaint
04/11/
Notice
from Utility, drop service accepted
04/19/
Researched
and responded to complaint
Revdex.com
COMPLAINT:
I talked to a representative on the phone, who called me,
on 2/3/and agreed to switch my gas supply services to Realgy EnergyShe
assured me of great savings, but needed to know quickly if I would changeMY
BIG MISTAKE, DID NO RESEARCH!!! Said I would get papers in mail in days,
these never cameI kept checking my [redacted] bill and on my April bill received
the first Realgy service charges: an INCREASE of over $in gas supply
charges!!! I have called their number times, get their "answering
service" every time, even after just missing a call from themDid receive
calls back, one I missed, the second from what sounded like a computer
generated message that ended up hanging up on meHoping 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 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
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
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.
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 was contacted a third time by this company on 5/3/16 at 4:47 pm CT and asked them to ensure I was added to their do not call list. This is now the 3rd time I've asked to removed from their calling list. Each rep continues to ask me about a info package they mailed and totally disregarding my request NOT to be contacted. This is now becoming harassment.
Sincerely,
[redacted]
5/5/2016
Complaint
After 2 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. Our first month's bill is over 2 times the rate of [redacted],...
despite the promise up front of a lower bill, and despite the current rate advertised on their own website. 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. This is a scam, 37 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 [redacted] rates, and we want to cancel this service. If we cannot have this done, we will undoubtedly enter the lawsuit our neighbors may be filing.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is 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]
ADDITIONAL COMPLAINT FROM CUSTOMER: I am rejecting this response because: I was not told I was going to be switching to another provider. When I found out, I immediately contacted [redacted] and Realigy. I do not believe that I should have to pay the $80, because the man at my door did not tell me I was switching providers. He only told me I was signing up for a discount. He 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.
OUR INVESTIATION UNCOVERED THE FOLLOWING: We have confirmed with the Utility that this account has been canceled and this is no longer a customer of Realgy. The History Timeline is computer generated and is accurate on the accounting of calls and messages left. We make the best attempt to return all calls within 1 business day, which is the case here. Filing a complaint has nothing to do with the returned calls.
CUSTOMER
HISTORY TIMELINE:
12/11/14
– Customer went through TPV
12/15/14
– Notice from Utility accepted enrollment start date 11/18/14
12/23/14
– Welcome Letter sent
02/23/15
@ 11:32 am – Customer left message
02/24/15
@ 12:09 pm – Realgy left message
02/25/15
@ 4:10 pm – Customer left message
02/26/15
@ 10:15 am- Realgy called and spoke to Customer, [redacted] and [redacted], asked questions
why bill is so much higher than normal, advsd customer of how billing works
with [redacted] and how it is based off of a historal annual usage from the prior
year. Advsd customer I could send them the website, which she stated she
believe she already had as far as how billing works and she can see the break
down. Customer asked about storage. Advsd customer of how storage works and
what months it is collected in. Customer stated they never received a letter
from [redacted], but that they did receive a letter from us advsding they would
receive a letter from [redacted] and stating they would have 10 days to opt out if
they chose to, but never received it. Advsd customer that if they received our
welcome letter they had the 10 days as well adfter receiving ours, and advsd
they would need to call [redacted] to find out why it was never sent out to them,
we do not handle their paperwork. Customer also asked if there was any penalty,
and I advsd the contract terms and conditions and advsd we would need written
notice and what the ETF would be. [redacted] asked who the supervisor was, advsd
customer of my supervisor [redacted] and of our number as well as Ext. Customer
had no further questions and was going to contact [redacted] as well.
03/02/15
@ 10:09 am – Customer left message
03/02/15
@ 10:13 am – Customer left message
03/02/15
– Rec’d complaint from [redacted]
03/02/15
– Rec’d complaint from Revdex.com
03/05/15
– Realgy called and spoke to Customer, both [redacted] and [redacted] were on the line and
wanted to speak with a supervisor, they did not want to speak with me,
transferred call to Supervisor. MG spoke to Mr and Mrs. Went over the
billing. Explained the problem stems back to the first billing where he was
charged zero. He states he was charged approx $83 on the first billing.
Pulled up a few reports and I still show the zero. Asked if he could send
me a copy of that bill so I can take a look. He will email it to
support. He asked about the billing coming up next week. Advsd if
any changes are needed, it would go out as a refund check, not an adjustment to
the bill. He understood. Advsd once the email is recd, I will review with my
billing department and get back to him tomorrow. He agreed.
03/05/15
– MG went over the billng with ** and ** and found the first bill was
definitely in error since our system shows the zero charge but the customer was
billed. Our system was carrying over a $65.61 charge in error causing the
next two bills to be incorrect.
03/05/15
@ 4:28 pm - Called and spoke to [redacted] and Kay. Went over the billing and
the errors. Advsd the second bill should have been approx $35-40 higher and the
most recent bill should have been about $100 less. Advsd we can send out
the refund check for the $65.61 and I will watch his billing and check in with
them in a few weeks when the next billing cycle runs. They agreed. Also
discussed the storage program in depth as well. They are happy.
03/06/15
– Researched and responded to complaint from [redacted]
03/11/15
– Refund check request sent to be processed
03/16/15
– Responded to Revdex.com Complaint
DIRECT
RESPONSE TO COMPLAINT:
Realgy billed us an unreasonable amount
for gas usage. Found
a billing error, which was explained to the Customer, and a refund is due.
We called them but they could not explain
the reason. Evidence
refutes this statement.
They said they would email us showing how
they calculated the bill but we have not received that email. The issue was
discussed with the customer, he never asked for the calculation to be
sent. But it is prepared and will go out
with the refund check.
The previous month's bill was $127.48 for
214 Ccf gas used. This
is a statement, not a complaint Realgy can respond to.
The current bill is for $240.14 for 197
Ccf gas used. This is a
statement, not a complaint Realgy can respond to.
Complaint: [redacted]
I am rejecting this response because:In response in email sent to me, Realagy stated that I was not very nice. This is a complete falsehood. I have been nothing but nice, considerate and patient through this process. On several occasions, I attempted to speak with Realagy as indicated by their own log. I have been told by both customer service representatives [redacted] and [redacted] that the reason for their slow response was due to a staff person dealing with the flu. Also [redacted] attempted to reach me at my daughter's home and spoke to my daughter and admitted that she knew I had called over a week ago but couldn't return my call due to staff shortage. If their whole operation is solely dependent on upon one person its no wonder their customer care is deficient. Their apology was unprofessional and unacceptable. I was actually hopeful because I was finally in contact with a live person. I stated once again to [redacted] that Realagy could not charge me $80 plus keep 207.8 therms of gas ($109). They can't have it both ways. It seems to me I'm owed a credit. Also, it was only after I filed a complaint with Revdex.com did [redacted] somehow managed to reach me. After I stated my case, I said goodby and pressed down the receiver. I DID NOT hang up on her. From their own website, it defines early termination as 24 months or less of service. I signed up in July 2011. I should not be penalized. I did see that they renewed in April without my consent. Why should I have to call them for renewal? Don't they have an obligation to ask me if I want to continue their services. I want them to keep their gas which is $109 and credit my [redacted] account for $80. They should not be able to profit with unsavory business practices. If my contract was up in July, they should have called me to ask for renewal. Now, I feel hostage with this company to next April. It should work this way. I want out of this contract with them immediately.
Sincerely,
[redacted]
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:
>
>>
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
That being said, we did indeed call multiple times, from our home phone, as well as our mobile phones. There may indeed be an automated system, however, one would have to know all 3 of our numbers to know which came from us. We made around 4-5 different calls and left messages, and it wasn't until we opened up the complaint with the Revdex.com that Realgy actually called us back to back to make sure they got ahold of us in person.
Sincerely,
[redacted]
4/30/2016
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.
Desired Resolution
I would like to talk to someone that can take care of crediting my account for that charge and remove me from their service.
Complaint: [redacted]
I am rejecting this response because:How am I supposed to know that Realgy charges twice as much as my old provided when I did not get my first bill until July? I was supposed to cancel within 10 days of the welcome letter which came in May. There was no way for me to know that my bill would actually be higher than my old provided until I received it in July. This company uses these tactics to actually charge consumers double the price of their old provided and then wants to charge $50 cancellation fee. To me that is fraud, as they advertise they will be cheaper. Nothing is cheaper with Realgy, the per therm fee remained the same as my old provider.I want the $50 cancellation fee waived because of their dishonest advertising.
Sincerely,
[redacted]
Case No: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: [redacted] Account No.: [redacted] Utility:
[redacted] CUSTOMER HISTORY TIMELINE: DATE TIME ...
MESSAGE 01/28/16 Customer authorized enrollment via TPV 02/03/16 NOTICE from Utility, enrollment accepted 10/25/17 11.23 a Customer left message 10/25/17 12.48 p Customer left message 10/25/17 2.44 p Realgy called and spoke to customer, [redacted]. She wishes to cancel due to high bill. Reviewed the program, the Storage and benefits. Also reviewed how to cancel, the ETF, but before we could finish the conversation the customer hung up. 11/14/17 Recd Complaint 11/15/17 Researched and responded to complaint COMPLAINT: A Realgy Energy representative contacted me my phone promising the lowest rates. They insisted that I would save money with Realgy Energy services. The low rates did not last long. I continued to use less therms at my home but my bill continued to become higher due to Realgy's high rates. I contected Realgy in October of 2017. The representative informed me that I had to fill out a form in writing and pay an 80.00 fee for cancelling their services. I pointed out that nothing was ever in writing to start Realgy services nor did I agree to pay any fee. The representative insisted that that was the Realgy procedure and it would take a few weeks to complete the process. It took them less than an hour to add them on my plan last Spring. Realgy gave me false information at the beginning. Now, they insist I need to put things in writing. To start business with them was all verbal. I find that Realgy is unethical, promoted false 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 $65.23 with Realgy. Realgy 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 amount. This 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 $80 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 2 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.
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:
>
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Complaint: [redacted]
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 #3 got very angry and defensive with me, almost bullying.
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]
Complaint: [redacted]
I am rejecting this response because: I am not aware of an early cancellation fee. Nor am I aware of what constitutes (early). I have never received anything in writing explaining details of this alleged contract.
[redacted]
Complaint: [redacted]I am rejecting this response because:
Realgy Energy's assertion that the phone number they continued to call me on was not registered with the DNC list is not accurate. This number has been registered since 2009. Fact, not an opinion.
From: [redacted] Sent: Tuesday, June 09, 2015 1:55 PMTo: [redacted]Subject: National Do Not Call Registry - Your Registration Is Confirmed
Thank you for registering your phone number with the National Do Not Call Registry. You successfully registered your phone number ending in [redacted] on September 25, 2009. Most telemarketers will be required to stop calling you 31 days from your registration date. Sincerely,[redacted]
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:
3
4
5
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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/
Customer
authorized enrollment via TPV
02/14/
Notice
from Utility, enrollment accepted
02/17/
Welcome
Letter sent
03/31/
p
Customer
left message
03/31/
p
Realgy
left message
04/04/
p
Customer
left message
04/05/
a
Customer
left message
04/06/
p
Customer
left message
04/06/
p
Realgy
called customer, no machine, no message
04/07/
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/
Submit
request to drop service to Utility
04/08/
Refund
check in the amount of $sent to customer
04/08/
Recd
complaint
04/11/
Notice
from Utility, drop service accepted
04/19/
Researched
and responded to complaint
Revdex.com
COMPLAINT:
I talked to a representative on the phone, who called me,
on 2/3/and agreed to switch my gas supply services to Realgy EnergyShe
assured me of great savings, but needed to know quickly if I would changeMY
BIG MISTAKE, DID NO RESEARCH!!! Said I would get papers in mail in days,
these never cameI kept checking my [redacted] bill and on my April bill received
the first Realgy service charges: an INCREASE of over $in gas supply
charges!!! I have called their number times, get their "answering
service" every time, even after just missing a call from themDid receive
calls back, one I missed, the second from what sounded like a computer
generated message that ended up hanging up on meHoping 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 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
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
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.
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 was contacted a third time by this company on 5/3/16 at 4:47 pm CT and asked them to ensure I was added to their do not call list. This is now the 3rd time I've asked to removed from their calling list. Each rep continues to ask me about a info package they mailed and totally disregarding my request NOT to be contacted. This is now becoming harassment.
Sincerely,
[redacted]
5/5/2016
Complaint
After 2 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. Our first month's bill is over 2 times the rate of [redacted],...
despite the promise up front of a lower bill, and despite the current rate advertised on their own website. 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. This is a scam, 37 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 [redacted] rates, and we want to cancel this service. If we cannot have this done, we will undoubtedly enter the lawsuit our neighbors may be filing.
Consumer Business Dialog
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:
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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]
ADDITIONAL COMPLAINT FROM CUSTOMER: I am rejecting this response because: I was not told I was going to be switching to another provider. When I found out, I immediately contacted [redacted] and Realigy. I do not believe that I should have to pay the $80, because the man at my door did not tell me I was switching providers. He only told me I was signing up for a discount. He 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.
OUR INVESTIATION UNCOVERED THE FOLLOWING: We have confirmed with the Utility that this account has been canceled and this is no longer a customer of Realgy. The History Timeline is computer generated and is accurate on the accounting of calls and messages left. We make the best attempt to return all calls within 1 business day, which is the case here. Filing a complaint has nothing to do with the returned calls.
CASE: [redacted]
HISTORY
SUMMARY...
FOR:
Name: [redacted]
Phone: ###-###-####
Street: [redacted]
CityStZip: [redacted] ** [redacted]
Acct: [redacted]
Utility: [redacted]
CUSTOMER
HISTORY TIMELINE:
12/11/14
– Customer went through TPV
12/15/14
– Notice from Utility accepted enrollment start date 11/18/14
12/23/14
– Welcome Letter sent
02/23/15
@ 11:32 am – Customer left message
02/24/15
@ 12:09 pm – Realgy left message
02/25/15
@ 4:10 pm – Customer left message
02/26/15
@ 10:15 am- Realgy called and spoke to Customer, [redacted] and [redacted], asked questions
why bill is so much higher than normal, advsd customer of how billing works
with [redacted] and how it is based off of a historal annual usage from the prior
year. Advsd customer I could send them the website, which she stated she
believe she already had as far as how billing works and she can see the break
down. Customer asked about storage. Advsd customer of how storage works and
what months it is collected in. Customer stated they never received a letter
from [redacted], but that they did receive a letter from us advsding they would
receive a letter from [redacted] and stating they would have 10 days to opt out if
they chose to, but never received it. Advsd customer that if they received our
welcome letter they had the 10 days as well adfter receiving ours, and advsd
they would need to call [redacted] to find out why it was never sent out to them,
we do not handle their paperwork. Customer also asked if there was any penalty,
and I advsd the contract terms and conditions and advsd we would need written
notice and what the ETF would be. [redacted] asked who the supervisor was, advsd
customer of my supervisor [redacted] and of our number as well as Ext. Customer
had no further questions and was going to contact [redacted] as well.
03/02/15
@ 10:09 am – Customer left message
03/02/15
@ 10:13 am – Customer left message
03/02/15
– Rec’d complaint from [redacted]
03/02/15
– Rec’d complaint from Revdex.com
03/05/15
– Realgy called and spoke to Customer, both [redacted] and [redacted] were on the line and
wanted to speak with a supervisor, they did not want to speak with me,
transferred call to Supervisor. MG spoke to Mr and Mrs. Went over the
billing. Explained the problem stems back to the first billing where he was
charged zero. He states he was charged approx $83 on the first billing.
Pulled up a few reports and I still show the zero. Asked if he could send
me a copy of that bill so I can take a look. He will email it to
support. He asked about the billing coming up next week. Advsd if
any changes are needed, it would go out as a refund check, not an adjustment to
the bill. He understood. Advsd once the email is recd, I will review with my
billing department and get back to him tomorrow. He agreed.
03/05/15
– MG went over the billng with ** and ** and found the first bill was
definitely in error since our system shows the zero charge but the customer was
billed. Our system was carrying over a $65.61 charge in error causing the
next two bills to be incorrect.
03/05/15
@ 4:28 pm - Called and spoke to [redacted] and Kay. Went over the billing and
the errors. Advsd the second bill should have been approx $35-40 higher and the
most recent bill should have been about $100 less. Advsd we can send out
the refund check for the $65.61 and I will watch his billing and check in with
them in a few weeks when the next billing cycle runs. They agreed. Also
discussed the storage program in depth as well. They are happy.
03/06/15
– Researched and responded to complaint from [redacted]
03/11/15
– Refund check request sent to be processed
03/16/15
– Responded to Revdex.com Complaint
DIRECT
RESPONSE TO COMPLAINT:
Realgy billed us an unreasonable amount
for gas usage. Found
a billing error, which was explained to the Customer, and a refund is due.
We called them but they could not explain
the reason. Evidence
refutes this statement.
They said they would email us showing how
they calculated the bill but we have not received that email. The issue was
discussed with the customer, he never asked for the calculation to be
sent. But it is prepared and will go out
with the refund check.
The previous month's bill was $127.48 for
214 Ccf gas used. This
is a statement, not a complaint Realgy can respond to.
The current bill is for $240.14 for 197
Ccf gas used. This is a
statement, not a complaint Realgy can respond to.
Complaint: [redacted]
I am rejecting this response because:In response in email sent to me, Realagy stated that I was not very nice. This is a complete falsehood. I have been nothing but nice, considerate and patient through this process. On several occasions, I attempted to speak with Realagy as indicated by their own log. I have been told by both customer service representatives [redacted] and [redacted] that the reason for their slow response was due to a staff person dealing with the flu. Also [redacted] attempted to reach me at my daughter's home and spoke to my daughter and admitted that she knew I had called over a week ago but couldn't return my call due to staff shortage. If their whole operation is solely dependent on upon one person its no wonder their customer care is deficient. Their apology was unprofessional and unacceptable. I was actually hopeful because I was finally in contact with a live person. I stated once again to [redacted] that Realagy could not charge me $80 plus keep 207.8 therms of gas ($109). They can't have it both ways. It seems to me I'm owed a credit. Also, it was only after I filed a complaint with Revdex.com did [redacted] somehow managed to reach me. After I stated my case, I said goodby and pressed down the receiver. I DID NOT hang up on her. From their own website, it defines early termination as 24 months or less of service. I signed up in July 2011. I should not be penalized. I did see that they renewed in April without my consent. Why should I have to call them for renewal? Don't they have an obligation to ask me if I want to continue their services. I want them to keep their gas which is $109 and credit my [redacted] account for $80. They should not be able to profit with unsavory business practices. If my contract was up in July, they should have called me to ask for renewal. Now, I feel hostage with this company to next April. It should work this way. I want out of this contract with them immediately.
Sincerely,
[redacted]
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
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
That being said, we did indeed call multiple times, from our home phone, as well as our mobile phones. There may indeed be an automated system, however, one would have to know all 3 of our numbers to know which came from us. We made around 4-5 different calls and left messages, and it wasn't until we opened up the complaint with the Revdex.com that Realgy actually called us back to back to make sure they got ahold of us in person.
Sincerely,
[redacted]
4/30/2016
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.
Desired Resolution
I would like to talk to someone that can take care of crediting my account for that charge and remove me from their service.
Consumer Business Dialog