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 NG, 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 [redacted]
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 TPV 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 (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
HISTORY SUMMARY FOR:
Name: [redacted]
Phone: [redacted]
Street: [redacted]
CityStZip: [redacted] ** [redacted]
Acct: [redacted]
Utility: Consumers
CUSTOMER HISTORY TIMELINE:
05/05/
– Customer signed contract
05/05/
@ 3:pm – Customer left message, what are current rates
05/06/
@ 8:am – Realgy called Customer, left message
05/07/
@ 9:am – Realgy called Customer, left message
05/07/
@ 1:pm – Realgy called Customer, left detailed message
05/08/
– Notice from Utility, accepted enrollment, start date of 06/01/
05/08/
@ 2:pm – Customer left message, clarification on rates
05/11/
@ 8:am – Realgy called Customer, left message
05/11/
@ 8:am – Realgy called Customer, left message
05/11/
@ 2:pm – Realgy called Customer, left detailed message
05/18/
@ 4:pm – Customer left message, needs more clarification on rates
05/19/
@ 8:am – Realgy called Customer, left message
05/19/
@ 4:pm – Realgy called Customer, left message
05/19/
@ 5:pm – Customer left message
05/20/
@ 3:pm – Realgy called and spoke to Customer, [redacted], would like to cancel,
states he did not realized he had signed up with Realgy. Offered the month guarantee, no penalty,
will refund if we cost more than the Utility.
Customer declined
05/20/
– Submit request to rescind to Utility
05/26/
– Notice from Utility accepted Rescission, end date of 07/01/
05/26/
– Rec'd, researched, responded to Revdex.com Complaint
DIRECT RESPONSE TO COMPLAINT:
Realgy
representatives have wear an ID badge with the Realgy logo, the representative's
name and picture clearly shown. They
also wear either a Jacket or Polo shirt with the Realgy logo clearly on the
left hand chest. Some also wear a
baseball cap with the Realgy logo on the front.
We do not represent ourselves as anything but Realgy, a Supplier for
Consumer's Customer Choice Program. The representative
will ask to see the Customer's Utility bill in order to show them if and where
we can save them money. We have a
contract, that clearly states it is from Realgy.
When
all the representatives in Customer Service are on the phones or after our business
hours, we do have the overflow switch over to our Answering Service, so that a
live person answers, not the customer just leaving a voice message. We return all calls within business day
We send
our customers a Welcome Letter, which includes our website, all information is
located on the web site. We also let our
customers know that they can set up an appointment to have us call them back at
a time convenient for them. We also have
a LIVE CHAT option. We make ourselves as
available to our customers as we possibly can
Realgy
has been saving money for our customers' since 1999. We also offer our customers a month
guarantee, try our service and if we have not saved you money in that month
period, we will refund the difference and you can drop the service with no ETF
This
customer's account has been dropped
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted] our court manager is aware of this situation and any solicitors will be removed with a police escort
HISTORY SUMMARY FOR:
MS">
Name: [redacted]
Phone: [redacted]
Street: [redacted]
CityStZip: [redacted] ** [redacted]
Acct: [redacted]
Utility: Consumers
CUSTOMER HISTORY TIMELINE:
05/05/
– Customer signed contract
05/05/
@ 3:pm – Customer left message, what are current rates
05/06/
@ 8:am – Realgy called Customer, left message
05/07/
@ 9:am – Realgy called Customer, left message
05/07/
@ 1:pm – Realgy called Customer, left detailed message
05/08/
– Notice from Utility, accepted enrollment, start date of 06/01/
05/08/
@ 2:pm – Customer left message, clarification on rates
05/11/
@ 8:am – Realgy called Customer, left message
05/11/
@ 8:am – Realgy called Customer, left message
05/11/
@ 2:pm – Realgy called Customer, left detailed message
05/18/
@ 4:pm – Customer left message, needs more clarification on rates
05/19/
@ 8:am – Realgy called Customer, left message
05/19/
@ 4:pm – Realgy called Customer, left message
05/19/
@ 5:pm – Customer left message
05/20/
@ 3:pm – Realgy called and spoke to Customer, [redacted], would like to cancel,
states he did not realized he had signed up with Realgy. Offered the month guarantee, no penalty,
will refund if we cost more than the Utility.
Customer declined
05/20/
– Submit request to rescind to Utility
05/26/
– Notice from Utility accepted Rescission, end date of 07/01/
05/26/
– Rec'd, researched, responded to Revdex.com Complaint
DIRECT RESPONSE TO COMPLAINT:
Realgy
representatives have wear an ID badge with the Realgy logo, the representative's
name and picture clearly shown. They
also wear either a Jacket or Polo shirt with the Realgy logo clearly on the
left hand chest. Some also wear a
baseball cap with the Realgy logo on the front.
We do not represent ourselves as anything but Realgy, a Supplier for
Consumer's Customer Choice Program. The representative
will ask to see the Customer's Utility bill in order to show them if and where
we can save them money. We have a
contract, that clearly states it is from Realgy.
When
all the representatives in Customer Service are on the phones or after our business
hours, we do have the overflow switch over to our Answering Service, so that a
live person answers, not the customer just leaving a voice message. We return all calls within business day
We send
our customers a Welcome Letter, which includes our website, all information is
located on the web site. We also let our
customers know that they can set up an appointment to have us call them back at
a time convenient for them. We also have
a LIVE CHAT option. We make ourselves as
available to our customers as we possibly can
Realgy
has been saving money for our customers' since 1999. We also offer our customers a month
guarantee, try our service and if we have not saved you money in that month
period, we will refund the difference and you can drop the service with no ETF
This
customer's account has been dropped
Case No: [redacted] – 2nd Response HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: [redacted] Account No.: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 09/07/17 3.17 p Realgy called and spoke to customer, explained that due to our internal error and the Welcome Letter not being received, we would be waiving the ETF. Because the request to cancel does need to be in writing, she will still need to sign and send in the form, or write her own request. 09/07/17 4.15 p Recd written request to cancel 09/07/17 Submit request to cancel 09/08/17 Recd, researched, responded to [redacted] complaint 09/12/17 NOTICE from Utility, cancelation request accepted, end date 09/01/17 09/18/17 Recd addition comment/complaint from Revdex.com, researched and responded COMPLAINT: I rec'd a welcome letter dated 9/12/2017 Donna from Realgy was faxed the cancellation form on 9/7/17 The issue of calling someone on the "No Call List" has not been addressed I will not know if this has been corrected until it is off my next bill I would also like to dispute the statement from the company stating I started yelling at them and hung up . For the record, their Customer Service rep called me @ 7:50 am, When I stated I wanted to cancel, before I could finish, he kept loudly over talking me, as a bullying tactic. I ask that this complaint stay open until I receive written confirmation the account is cancelled or it is switched back on my [redacted] bill Thank you for your time and consideration [redacted] & [redacted] OUR INVESTIGATION UNCOVERED THE FOLLOWING: Upon receiving the original complaint, it was found we had an error in our system that did not send out Welcome Letters on a particular day. We resent Welcome Letters to cover that day, so therefore this customer received the Welcome Letter. But as stated when we spoke to the customer on 09/07/17, the ETF was waived. We are looking into how the number was put into the Dialer if it is on the DNC list. Per the Utility, Realgy has been taken off the customer’s account as of 09/01/17. The customer can confirm this with the Utility if they choose. Our automated system shows the call was made to the customer at 9.01 am Eastern time.
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 ...
04/29/16 Customer signed agreement authorizing enrollment 05/04/16 Notice from Utility, enrollment accepted 05/12/16 Welcome Letter sent 08/03/16 12.13 p Customer left message 08/03/16 3.57 p Realgy left message 08/04/16 10.10 a Customer left message 08/04/16 10.10 a Customer engaged in LIVE CHAT session. DONNA 10:02 am Hello, Is there anything I can help you with today? CLIENT Yes I called yesterday to cancel service. I am wondeirng if I can do that online since I got an answering service DONNA May I please have an account number ? CLIENT 37-82-37-9508 5 DONNA You can send an email to Support@Realgy .com to request cancellation . Keep in mind there will be a fee to cancel as well as you will loose what is in storage. CLIENT what is the fee to cancel, my utility was just switched a month ago your rates are higher than my old utility company so I am switching back DONNA The fee is $50 . You had a 10 day review period to cancel . CLIENT I need to speak to a manager, this is ridiculous as I just received my first bill from your company. Who can I speal to about waiving this fee? DONNA The fee will not be waived . You received notification of change from [redacted] as well as Realgy. this is the reason why we send out notification . You had a review period and entered into a contract . CLIENT I will try to call and speak to a manager. Your company is a big fraud, hope you enjoy working there. CLIENT ENDED CHAT. 08/09/16 9.19 a Customer left message 08/10/16 Notice from Utility, cancel service 08/10/16 8.30 a Customer engaged in LIVE CHAT session. Customer wants to cancel the acct. Again confirmed she is aware of the cancellation fee as well as the loss of gas in storage. She replied back stating "Please cancel my service. I understand about the cancellation charge and disagree with it since I was told my per therm charge would be lower. Upon receiving my first bill, I notice your company charges for all these miscellaneous charges which more than doubles my bill so much for a lower per therm charge. Of course I did not know about this additional charges within 10 days of switching to your company so there was no way I could have cancelled within the 10 days. I will take it up with the Revdex.com as others have done. Please send me cancellation number. Thanks! Debbie" 08/10/16 Submit request to cancel service 08/10/16 Recd, researched, responded to complaint COMPLAINT: With the recent decommissioning of utilities in Illinois, my gas supplier was moved from [redacted] to Realgy Energy. I was told the prices would be either the same if not lower than my current provider. I truly believe after reading the reviews that this company scams people into switching to them and then makes money by forcing the consumer to cancel the service because not only is there a cancellation charge but they have miscellaneous charges on their bill that more than doubles what I was paying. I received a letter in the mail from [redacted] Gas on 5/3 informing me that my new supplier would be Realgy Energy and that is was effective with my first meter reading on or after 6/14. On 5/12, I received a welcome letter from Realgy letting me know that I was now their customer and quote "Our experience is leveraged to reduce your energy cost and save your time when making energy decisions." It states that I have 10 days to rescind the contract. But at this point, I am still thinking my bill will either be the same or lower since I will not receive my first bill from Realgy until July. My first bill that included Realgy was for the period of 6/14-7/14. The bill date was 7/18 and payment was due 8/9. I did pay this bill however after being promised that my bill would not increase, it has more than doubled. While the cost per therm is the same as [redacted], Realgy adds in the following charges: monthly charge, Realgy gas charge, and Storage Injection Charge totaling $20.70. The actual price of the gas was $16.46. And here is where it gets really frustrating. I have been trying to cancel my service with Realgy for a week. When calling 3 different numbers, I only am able to talk with their answering service. I seriously do not think they have actual customer service associates that work there because I can never speak to them. The answering service promises me that I will get a call back within 24 hours but that has not happened. Following are the dates/times/phone numbers that I have called: 8/3 at 11:13 AM ####-###-#### 8/4 at 9:10 AM ####-###-#### 8/8 at 4:13 PM ####-###-#### 8/8 at 4:20 PM ####-###-#### 8/9 at 8:18 AM ####-###-#### Also, I went online and chatted with Donna on 8/4. She informed me that there would be a $50 cancellation charge because I did not cancel within the 10 day period (May). How, could I cancel when I didn t know Realgy was going to charge me more than double until I received the first bill in July? I told her that I would talk with a manager. See above for number of calls that I made to attempt to talk with someone. Then, I decided to email the company. On 8/8 at 9:37 AM, I emailed and stated that I wanted to cancel my service and to send me the cancellation number. At 11:02, Michelle responded with ticket #6JC69 and that she realized I chatted with Donna last week online. She repeated there is a $50 fee to cancel. At 11:13 AM, I said I do not agree with this cancellation fee but cancel my service and I will take up the cancellation fee with the Revdex.com since I see that other consumers have done the same thing. At 1:50 PM, I asked for an update and to send me the cancellation number. Michelle has not responded. As of 8/9 5:50 PM, I do not believe my service has been cancelled with Realgy. Thank you for reading this lengthy complaint! OUR INVESTIGATION UNCOVERED THE FOLLOWING: The history of the calls has been included, Realgy has returned all customer calls within a timely manner. We have communicated with the customer via LIVE CHAT. It does appear that she may not fully understand the Storage Portion of the Program. We have called the customer again, but were only able to leave a message. We would like the opportunity to discuss the Storage Portion of the Program to better assist the customer in understanding the charges. The Storage Program allows the customer to purchase 20% of their annual historical usage during the summer months (April – October) when the prices are lower, storing that portion away to be used during the winter months (November – March) when the pricing is higher without having to pay for that 20%. Realgy’s program will save our customer’s over any 12 month period, which includes the Storage Portion of the program. We do have an Early Termination Fee with is $50 for residential customer. If the customer stays on the Realgy Program for a 12 month period, and we do not save her money over what should would have paid with her Utility, we will allow her to terminate the contract early and waive the ETF. INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this account. The review included but was not limited to; 1. the sales processes a. collateral which includes script, post-sales script and leave behinds b. processing of sale including interview with agent c. quality control over sale including interview of QC supervisor d. floor manager/team leader review 2. Management review of results REALGY STANDARD SALES PRACTICE INCLUDES: · reviewing the script (D2D or TPV) with the representatives on the campaign o review of the post script o review of the QC management oversight o review of team leader / floor manager · was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working D2D campaign) o ID Badges (Realgy logo, picture, name, id number) to all representatives working D2D campaign o Use of Safety vest with Realgy logo o Realgy Agreement with Logo to all representatives working D2D campaign · For phone based representatives o TPV id number to all customers completing the process o Sales policies followed o Recording reviewed · Review of customer timeline including o Sales process listed above o Enrollment with utility § Utility response o Welcome letter to customer o Review of customer service notes o Notification of first billing with Realgy o Notification of 2nd billing with Realgy
01/14/15 – Customer enrolled via TPV
01/16/15 – Request sent to Utility to enroll
01/19/15 – Notice from Utility enrollment accepted
01/20/15 – Welcome Letter sent
01/27/15 @ 5:00 pm – Customer left message
01/29/15 @ 9:57 am – Realgy called and spoke with
Customer, [redacted], stated he never received his contract in the mail and that’s
why he wants to cancel. I advsd the customer it wouldn’t be a contract it would
be a welcome letter with a free gift, but advsd customer that he can also look
up the terms and conditions on our website. I also advsd the customer that he
should be receiving the welcome letter with free gift soon, customer stated he
had 10 days after receiving the welcome letter to cancel with no ETF, and advsd
the customer that he was correct. Customer willing to wait and see.
02/02/15 @ 5:33 pm – Customer left message
02/03/15 @ 9:31 am – Customer left message
02/03/15 @ 4:03 pm – Customer left message
02/04/15 @ 11:06 am – Realgy called and spoke with
Customer, [redacted], stated he never received his contract and wants a credit on his
account. I advsd the customer that the welcome letter was sent out and he
should receive it soon, but info can always be found on our website showing terms
and conditions. I also stated to customer that when he went through the enrollment
that they are also made aware of the terms of the contract. Customer still wanted
a credit on his account, and I advsd the customer I wouldn’t be able to credit
his account for gas that was used. He said he was charged a lot more than just
being with [redacted]. I advsd the customer what he was charged and advsd the rate
is lower than [redacted]. Customer disagreed and still stated he wanted to cancel
and wanted a credit. Advsd customer of the three ways to cancel, and customer
stated he was going to take care of this right away and will report us to the
Revdex.com.
02/04/15 – Rec’d fax requesting Drop Service
02/05/15 – Request to Drop Service sent to Utility
02/06/15 – Notice from Utility Drop Service
accepted as of 01/29/15
03/10/15 – Researched and responded to Revdex.com
Complaint
DIRECT RESPONSE TO
COMPLAINT:
Salesman [redacted] called me on the
phone and told me about the Realgy service that he had to offer he had told me
that their price would always be cheaper than my current provider which was[redacted]. This is a
statement, not a complaint Realgy can respond to.
He led me to believe that I had up to 10
days after I received my welcome letter/contract to review it and then after
that I would be entered into their service.
This is a statement, not a complaint Realgy
can respond to.
And in fact they switch me According to the
recorded TPV, the customer authorizes the switch.
The day he talk to me on the phone .did
not even give me an opportunity to review all their Terms and conditions of the
agreements Customer
was told as soon as the Utility approves the enrollment a Welcome Letter with
the T&C will be sent, or customers can always go to our website and review
the T&C.
and since then I've got a utility bill and
my gas is higher than it was with my existing company after him telling me and
Giving me a guarantee that realgy would always be cheaper. The Realgy
guarantee is that you will save money over any 12 month period of time.
I should have never been Entered into
their contract Before I had a chance to review the terms and conditions of the
letter that they were supposed to send me and never did. This is a statement,
not a complaint Realgy can respond to.
Except to say that the Welcome Letter did go out, and we had several
conversations with the customer explaining the program and directing him to the
website.
so the outcome that I'm looking for is a
credit back to my [redacted] Bill for fees charged to me. Customer was
charged for the Natural Gas he used.
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 06/18/16 Customer authorized enrollment via contract 06/22/16 Requested Addition 06/23/16 NOTICE from Utility, rejected enrollment customer has not paid their utility bill 06/30/16 Requested Addition 07/01/16 NOTICE from Utility, rejected enrollment customer has not paid their utility bill 07/08/16 Requested Addition 07/11/16 NOTICE from Utility, rejected enrollment customer has not paid their utility bill 07/15/16 NOTICE from Utility, account [redacted] enrollment accepted 07/18/16 Requested Addition 07/19/16 NOTICE from Utility, rejected enrollment customer has not paid their utility bill 07/26/16 Requested Addition 07/27/16 NOTICE from Utility, rejected enrollment customer has not paid their utility bill 08/03/16 Requested Addition 08/04/16 NOTICE from Utility, rejected enrollment customer has not paid their utility bill 08/11/16 Requested Addition 08/12/16 NOTICE from Utility, rejected enrollment customer has not paid their utility bill 08/19/16 Requested Addition 08/20/16 NOTICE from Utility, rejected enrollment customer has not paid their utility bill 08/29/16 Requested Addition 08/30/16 8.51 a Customer left message 08/30/16 10.27 a LIVE CHAT with customer, customer requested phone call to discuss billing. Realgy called and spoke to customer, reviewed program, bill, storage program. Customer doesn’t believe he will use all the gas in storage. Explained it is only 20% of his annual usage, and all will be used throughout the winter months. Customer asked how to cancel, advised must be in writing and there will be an ETF. 08/31/16 NOTICE from Utility, rejected enrollment customer has not paid their utility bill 09/07/16 Requested Addition 09/07/16 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 again. Again, on Monday, I got the answering service and was asked to leave a number so they could return a call in next 24 hours. I 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 do. She then said I needed to Email " [redacted] to Email them a Cancelation of Contract, which I did, but no verification from them of that. The Realgy Rep presented this Choice Program as being cheaper, as it was explained to me. My first bill with them and they are charging a 32.03 Gas Supply charge to a residence that I have, that is vacant, and has been for years. It is a Farm House I stay at when hunting. I chose to pay [redacted] the 11.77 monthly charge to have access to gas when ever I might be there and need it. Realgy is charging 32.03 for Future Gas usage as she explained to me of 20% of Based use. That fact alone makes them 32.03 more Expensive than [redacted] a month. My act # is [redacted] with [redacted] and I want the 32.03 Gas Supply charge removed from my account, since there was no gas used or Delivered. I also CANCEL MY Contract with Realgy and will return to [redacted] as my Supplier. Thank 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 [redacted] 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.
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
ID: [redacted]
HISTORY
SUMMARY FOR:
Name: [redacted]
Phone: [redacted]
Street: [redacted]
CityStZip: [redacted] ** [redacted]
Acct: unknown
Utility: unknown
CUSTOMER
HISTORY TIMELINE:
08/19/
– Rec'd Revdex.com complaint
08/20/
– researched and responded to complaint
DIRECT
RESPONSE TO COMPLAINT:
These people continue to call us, no matter how many times I
tell them not to As a church, we cannot
subscribe to the Do Not Call registryThe last caller proceeded to harass me
after I told him that I had investigated the company and found them to be misleading
in reference to their "savings"
We do call and leave messages. When we do talk to a potential customer, if they
say no, it is our practice to stop calling.
But we may call back in another year.
Our savings are proven and are shown on our website along with our
comps. There is nothing misleading about
our program or the savings we offer.
This customer will be added to our internal DNC list
Complaint: [redacted]
I am rejecting this response because:I am not forefeiting my gas. They cannot ask for ETF and keep my gas. I want to exhaust my gas in storage and then I cancel my service with Realagy.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I reviewed the business practices listed above and was able to determine the actions above were not followed. First, I stated in my complaint that I did not want to receive another solicitation from this company. This morning, at 11:35 am I was contacted again by a sales representative trying to get me to switch to this company for "energy savings." When I informed the representative about my request not to be contacted, he (he stated his name was "J") proceeded to ask me why. I told him I didn't appreciate their pushy sales tactics or rude customer service, he kept talking and asking me why I don't want to save money by switching to their company. He completely ignored the fact that I said I was not to be contacted and did not acknowledge my request at all. Therefore, I am not accepting the resolution stated by the company based on the fact their representatives continue solicitations even after I made it clear I am not interested.
Sincerely,
[redacted]
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.
Complaint: [redacted]
I am rejecting this response because: I have never received any refund, and my [redacted] account has not been corrected regarding the billing error. Still waiting for resolution!!
Sincerely,
[redacted]
I rec'd a welcome letter dated 9/12/2017 Donna from Realgy was faxed the cancellation form on 9/7/17 The issue of calling someone on the "No Call List" has not been addressed I will not know if this has been corrected until it is off my next bill I would also like to dispute the statement from the company stating I started yelling at them and hung up .For the record, their Customer Service rep called me @ 7:50 am, When I stated I wanted to cancel, before I could finish, he kept loudly over talking me, as a bullying tactic. I ask that this complaint stay open until I receive written confirmation the account is cancelled or it is switched back on my [redacted] bill Thank you for your time and consideration [redacted] & [redacted]
01/25/15 – Customer enrolled via TPV
02/03/15 – Notice from Utility accepted enrollment
02/04/15 – Welcome Letter sent
02/13/15 @ 10:54 am – Customer left message
02/13/15 @ 2:50 pm – Realgy called and spoke to
Customer, [redacted] stated he is very upset that he was charged for the welcome
letter of $1.15. I apologized to the
customer for inconvience and that we would refund him. He said that’s all your
going to do? And also stated will it take months to receive? I advsd customer
that we would send it soon not months and that it would be by check. The customer
then complained about having to use his gas to cash the check. I advsd to the
customer that we are trying to rectify the problem but it is with the postal
service. I advsd we do weigh and set the postage but sometimes post offices to
kick back. Customer was still not happy and wanted to be transferred to the
supervisor. Call transferred to [redacted].
02/13/15 @ 2:51 pm – Supervisor took transferred
call, [redacted] is unhappy about the postage due. Advsd we can refund that back. He
said he would have to waste his time and his gas to go to the bank. Advsd that
is all we can offer. Advsd we send
approx 1000 out a week and maybe 10 have the postage issue and it just started
last week. He didn’t care. He was upset and will be filing a Revdex.com
complaint.
03/10/15 @ 11:14 am – Customer left message
03/10/15 @ 3:13 pm – Realgy left message
03/10/15 – Researched and responded to complaint
DIRECT RESPONSE TO
COMPLAINT:
I was called to switch my home gas to
Realgy Energy Services, three weeks ago. This is a statement, not a complaint Realgy can
respond to.
On 12 February 2015, I received a package
in the mail with postage due of $1.13 that the Mail Carrier, collected before
receiving the package. This is a statement, not a
complaint Realgy can respond to.
After going through my mail I opened this
and an Ink Pen was in it. (It was not ordered and must have been a gift). This is a statement, not a complaint Realgy can
respond to.
I tried to contact the "Call
Center" [redacted], two time for my money returned for a gross mistake
of using there customer in this manner of enrolling for their serve and wouldn't
be contacted for two or three days. This
is not a clear statement, but evidence shows Realgy did reach out the customer
the same day he called in and apologized and explained what we believe happened.
I think this is just to put this off and
try to forget it. This is a statement, not a
complaint Realgy can respond to.
I would like to be refunded $1.13 plus
$10.00 for the time, trouble, and stress due to being a retired vet taking meds
I take for dealing with things like this. ([redacted] [redacted] [redacted]. Can I afford these kind of things from every
business that contacts me? This is a statement, not a
complaint Realgy can respond to.
Realgy explained
to the customer that we have gone to the United States Post Office in [redacted] and they told us how much it would cost to mail out the
Welcome Package. We send out thousands
at a time and have noticed in [redacted] about 1% have been returned with a
notice of Postage Due. We have had a few
customers call in complaining and we have and will continue to issue a refund
check for the extra postage they have had to pay, which has been $1.13.
Revdex.com
ID: [redacted]
FB","serif">
HISTORY
SUMMARY FOR:
Name: [redacted]
Phone: [redacted]
Street: [redacted]
CityStZip: [redacted] ** [redacted]
Acct: unknown
Utility: unknown
CUSTOMER
HISTORY TIMELINE:
08/19/
– Rec'd Revdex.com complaint
08/20/
– researched and responded to complaint
DIRECT
RESPONSE TO COMPLAINT:
These people continue to call us, no matter how many times I
tell them not to As a church, we cannot
subscribe to the Do Not Call registryThe last caller proceeded to harass me
after I told him that I had investigated the company and found them to be misleading
in reference to their "savings"
We do call and leave messages. When we do talk to a potential customer, if they
say no, it is our practice to stop calling.
But we may call back in another year.
Our savings are proven and are shown on our website along with our
comps. There is nothing misleading about
our program or the savings we offer.
This customer will be added to our internal DNC list
Revdex.com Case No: [redacted]ICC Case No: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: Philo IL 61864 Account No.: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: ...
DATE TIME MESSAGE 06/23/16 Customer authorized enrollment via TPV 06/21/16 3.12 p Customer left message 06/22/16 11.02 a Realgy left message 06/28/16 NOTICE from Utility, enrollment accepted 07/07/16 Welcome Letter sent 07/14/16 1.34 p Realgy left message 07/18/16 3.54 p Customer left message 07/20/16 3.41 p Realgy called and spoke to customer, confirmed start date 07/20/16 3.49 p Customer left message 07/21/16 2.06 p Realgy left message 09/01/16 6.10 p Customer left message 09/07/16 NOTICE from Utility, customer switched to another supplier 09/09/16 10.53 a Realgy left message 09/26/16 2.08 p Customer left message 09/27/16 2.47 p Realgy called and spoke to customer. Has some issues, he was upset about the rate, but we explained what he thought was the rate was incorrect. He complained he didn’t receive the Welcome Letter, we explained it went out on 07/07/16 and verified his address, which he said was correct. He complained about the Final Balancing charge, we reviewed the procedure and that it is in the contract and that because we have Pools which allows us to save the customer’s money, he has to Balance the Pool Charge. He said if we do not credit it back, he will file a complaint. We explained we will not credit it back and it is his right as a consumer to file a complaint. 09/28/16 Red complaint from ICC and Revdex.com 09/30/16 Researched and responded to complaints Revdex.com COMPLAINT: I got scammed into signing up with Realgy Energy by a representative who cold-called me multiple times in late June (2016) extolling the virtues of this company, including all the money I would save and the excellent customer service they provide. I had several questions that she said would all be answered in the welcome/enrollment letter that I would receive shortly after switching over and that I had plenty of time to review it and opt out if I desired. Well, after signing up I never did receive any literature in the mail and attempting to reach customer service isn't what I thought it would be. To speak with customer service, you first go through an "answering service" who arranges a call-back that can take days (a call I made in late August wasn't returned until after Labor Day). After letting someone know I never received any welcome letter, I was told another would be mailed to me...to which I never received either. But what I did receive was my first bill...which was was surprisingly higher than expected. After several attempts to contact customer service to find out just exactly what my kWh rate is and informing them to contact me After 2-PM...to only have them get back to me in the 9-AM hour and leave a message on my answering machine saying they replied. On one returned call on September 6th, I ended up getting talked down to by an individual who said their rate was variable and it's around 5.1...which was not even close with their first bills rate at 7.93, the second one at 6.89 and the third also at 6.89 ....all considerably higher than my previous suppliers rate which was 5.70. I did inform this person that I was in the process of getting a new electric supplier to which he informed me that there would be no early termination fees, but some final bill charges would apply....which had me nervously awaiting the next bill. Well that next bill was the highest of all thanks in part to a $21.52 "Final Balancing Charge". I was blown away by that and ended up contacting them only to reach their "answering service" again and giving me no other choice but to file this well-deserved complaint. I'm done with this Pirate outfit. It's been nothing but deception, frustration and borderline fraud. ICC COMPLAINT: CUSTOMER CALLING TO COMPLAIN OF NOT RECEIVING THE SAVINGS HE WAS PROMISED WHEN ENROLLING FOR SERVICE. CUSTOMER IS ASKING FOR A REFUND OF $21.52 AND A REIMBURSEMENT OF THE DIFFERENCE IN RATES CHARGED BETWEEN REALGY AND [redacted] FOR THE PERIOD HE RECEIVED SERVICE. CUSTOMER STATES HE NEVER RECEIVED A WELCOME PACKET AS WAS TOLD TO HIM NOR DID HE RECEIVE A COPY OF THE CONTRACT. OUR INVESTIGATION UNCOVERED THE FOLLOWING: The customer was sent the Welcome Letter via US Mail. All calls were returned, we were only able to leave a message as the customer was not available. We did suggest that they can schedule an appointment for a call back at a convenient time for them by going to our Website, the customer opted not to do this. We did explain the rates on this bill, as he was not correct in the pricing he was quoting. We also resent a copy of the original Welcome Letter via US Mail, after verifying the address we have. The customer canceled and switched to another supplier through the Utility, which did result in a Final Balancing charge. Realgy did speak to the customer and explained that charge. We also advised that if the customer chooses, he could re-enroll with Realgy and the Final Balancing would be refunded after 90 continuous days of service. INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this account. The review included but was not limited to; 1. the sales processes a. collateral which includes script, post-sales script and leave behindsb. processing of sale including interview with agentc. quality control over sale including interview of QC supervisord. floor manager/team leader review2. Management review of results REALGY STANDARD SALES PRACTICE INCLUDES: · reviewing the script (D2D or TPV) with the representatives on the campaigno review of the post scripto 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 processo Sales policies followedo Recording reviewed· Review of customer timeline includingo Sales process listed aboveo Enrollment with utility§ Utility responseo Welcome letter to customero Review of customer service noteso Notification of first billing with Realgyo Notification of 2nd billing with Realgy ICC QUESTIONS AND RESPONSE:PLEASE INVESTIGATE AND RESPOND TO THE FOLLOWING QUESTIONS. 1) IDENTIFY MARKETER, IF THIRD PARTY MARKETER, PROVIDE THEIR NAME AND ADVISE WHETHER THEY ARE AN ABC OR DO THEY SOLICIT EXCLUSIVELY FOR YOUR COMPANY. Realgy employees its Energy Brokers2) IDENTIFY THE SALES CHANNEL AND THE NAME OF THE SALESPERSON. Telesales, Lorena3) PROVIDE THE AUTHORIZED VERIFICATION OF THE SWITCH INCLUDING ANY OF THE FOLLOWING WHICH ARE AVAILABLE: RECORDING OF SALES CALL, TPV, LOA, COPY OF SIGNED AGREEMENT, OTHER VERIFICATION. Attached4) IF YOU FIND THAT THE CUSTOMER WAS SWITCHED WITHOUT PROPER AUTHORIZATION, WHAT WILL THE COMPANY DO TO ENSURE THE CUSTOMER DOES NOT PAY MORE THAN THE RATE OF THE CHOSEN SUPPLIER (INCLUDING ANY PENALTIES IF THE CUSTOMER HAD AN ARES)? NA5) WHAT RATE IS THE CUSTOMER ON AND WHEN DID THEY ENROLL IN YOUR SUPPLY SERVICE? Managed Residential, 06/28/166) VERIFY THE RATE CLASS FOR THIS CUSTOMER. Managed Residential7) ARE THERE ANY EARLY TERMINATION FEES (ETF)? WHAT IS THE AMOUNT? PROVIDE CALCULATION OF THE ETF AND A COPY OF THE AGREEMENT/CONTRACT. ARE THE FEES BEING WAIVED? There is a Final Balancing charge - Final Settlement Costs: will be your historical usage multiplied by the Pool’s fixed price position less current market price for the remaining historical usage. Example:12,000 kWh is the Defined Quantity. A cancellation request comes with 12 months left on Agreement. The final settlement cost would be; Historical usage x (Pool Fixed Price – Market Price).12,000 x ($0.0375 - $0.0345) = $36 8) IF ONLINE ENROLLMENT, PLEASE PROVIDE UNIQUE IDENTIFIER AND ONLINE LOA THAT WAS USED TO LEGITIMATE THE SALE/AUTHORIZATION. NA Tell us why here...
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 ...
09/07/16 Customer authorized enrollment via contract 09/11/16 NOTICE from Utility, enrollment accepted 09/12/16 Welcome Letter sent 10/19/16 4.35 p Customer left message 10/20/16 12.01 p Realgy called and spoke to [redacted], 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 switch. Advised of the Program and that she is guaranteed to save at least 4% in total at the end of the term. If she is canceling early, there is an ETF and she forfeits any amount in Storage, per her contract. We also need the request to terminate in writing. Said she was going to complain to Revdex.com. 10/26/16 Recd request to cancel 10/26/16 Submit request to cancel 10/28/16 NOTICE from Utility, enrollment canceled 11/22/16 Researched and responded to complaint COMPLAINT: A representative came to my door stating he could give me a discount on my [redacted]. He asked me for a recent bill. He did not tell me I was signing up for a different provider. He did not give me a copy of the form I signed. This 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 $80 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 2 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.
Dropped
Service
ACCOUNT: [redacted]
UTILITY: [redacted]
CUSTOMER HISTORY TIMELINE:
09/03/14 – Customer enrolled via TPV
09/11/14 – Welcome letter sent
09/15/14 @ 12:34 pm – Customer left message
09/15/14 @ 8:35 pm – Customer left message
09/17/14 @ 1:29 pm – Customer left message
09/18/14 @ 09:12 am – Realgy called customer, left
message
09/18/14 @ 10:47 am – Customer left message
09/18/14 @ 12:11 pm – Realgy called customer, left
message verifying Drop Service request
09/19/14 @ 2:26 pm – Realgy called customer, confirmed
Drop Service
10/01/14 – Confirmation from Utility rec’d Drop
service
10/28/14 – Final Usage Rec’d
11/11/14 – Rec’d, researched, responded to Complaint
DIRECT RESPONSE TO COMPLAINT:
Coerced an 87 year old to unknowingly switch energy
services from local township contract to service without disclosing actual
rates. Evidence refutes this statement,
customer went through third party verification and T&C were sent to
customer.
When made aware of the change, tried to call to cancel
before deadline and left messages that were not returned until after the
deadline. Customer’s calls were
returned, but Realgy was only able to leave a message, not a live answer.
Caused a hassle to return to township service. Realgy has no control over other enrollment
procedures and practices.
Now trying to charge a $50 termination fee. Per the T&C, there is an ETF, but ETF did
not apply in this case as the customer did cancel within the grace period.
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 NG, 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 [redacted]
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 TPV 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 (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
HISTORY SUMMARY FOR:
Name: [redacted]
Phone: [redacted]
Street: [redacted]
CityStZip: [redacted] ** [redacted]
Acct: [redacted]
Utility: Consumers
CUSTOMER HISTORY TIMELINE:
05/05/
– Customer signed contract
05/05/
@ 3:pm – Customer left message, what are current rates
05/06/
@ 8:am – Realgy called Customer, left message
05/07/
@ 9:am – Realgy called Customer, left message
05/07/
@ 1:pm – Realgy called Customer, left detailed message
05/08/
– Notice from Utility, accepted enrollment, start date of 06/01/
05/08/
@ 2:pm – Customer left message, clarification on rates
05/11/
@ 8:am – Realgy called Customer, left message
05/11/
@ 8:am – Realgy called Customer, left message
05/11/
@ 2:pm – Realgy called Customer, left detailed message
05/18/
@ 4:pm – Customer left message, needs more clarification on rates
05/19/
@ 8:am – Realgy called Customer, left message
05/19/
@ 4:pm – Realgy called Customer, left message
05/19/
@ 5:pm – Customer left message
05/20/
@ 3:pm – Realgy called and spoke to Customer, [redacted], would like to cancel,
states he did not realized he had signed up with Realgy. Offered the month guarantee, no penalty,
will refund if we cost more than the Utility.
Customer declined
05/20/
– Submit request to rescind to Utility
05/26/
– Notice from Utility accepted Rescission, end date of 07/01/
05/26/
– Rec'd, researched, responded to Revdex.com Complaint
DIRECT RESPONSE TO COMPLAINT:
Realgy
representatives have wear an ID badge with the Realgy logo, the representative's
name and picture clearly shown. They
also wear either a Jacket or Polo shirt with the Realgy logo clearly on the
left hand chest. Some also wear a
baseball cap with the Realgy logo on the front.
We do not represent ourselves as anything but Realgy, a Supplier for
Consumer's Customer Choice Program. The representative
will ask to see the Customer's Utility bill in order to show them if and where
we can save them money. We have a
contract, that clearly states it is from Realgy.
When
all the representatives in Customer Service are on the phones or after our business
hours, we do have the overflow switch over to our Answering Service, so that a
live person answers, not the customer just leaving a voice message. We return all calls within business day
We send
our customers a Welcome Letter, which includes our website, all information is
located on the web site. We also let our
customers know that they can set up an appointment to have us call them back at
a time convenient for them. We also have
a LIVE CHAT option. We make ourselves as
available to our customers as we possibly can
Realgy
has been saving money for our customers' since 1999. We also offer our customers a month
guarantee, try our service and if we have not saved you money in that month
period, we will refund the difference and you can drop the service with no ETF
This
customer's account has been dropped
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted] our court manager is aware of this situation and any solicitors will be removed with a police escort
HISTORY SUMMARY FOR:
MS">
Name: [redacted]
Phone: [redacted]
Street: [redacted]
CityStZip: [redacted] ** [redacted]
Acct: [redacted]
Utility: Consumers
CUSTOMER HISTORY TIMELINE:
05/05/
– Customer signed contract
05/05/
@ 3:pm – Customer left message, what are current rates
05/06/
@ 8:am – Realgy called Customer, left message
05/07/
@ 9:am – Realgy called Customer, left message
05/07/
@ 1:pm – Realgy called Customer, left detailed message
05/08/
– Notice from Utility, accepted enrollment, start date of 06/01/
05/08/
@ 2:pm – Customer left message, clarification on rates
05/11/
@ 8:am – Realgy called Customer, left message
05/11/
@ 8:am – Realgy called Customer, left message
05/11/
@ 2:pm – Realgy called Customer, left detailed message
05/18/
@ 4:pm – Customer left message, needs more clarification on rates
05/19/
@ 8:am – Realgy called Customer, left message
05/19/
@ 4:pm – Realgy called Customer, left message
05/19/
@ 5:pm – Customer left message
05/20/
@ 3:pm – Realgy called and spoke to Customer, [redacted], would like to cancel,
states he did not realized he had signed up with Realgy. Offered the month guarantee, no penalty,
will refund if we cost more than the Utility.
Customer declined
05/20/
– Submit request to rescind to Utility
05/26/
– Notice from Utility accepted Rescission, end date of 07/01/
05/26/
– Rec'd, researched, responded to Revdex.com Complaint
DIRECT RESPONSE TO COMPLAINT:
Realgy
representatives have wear an ID badge with the Realgy logo, the representative's
name and picture clearly shown. They
also wear either a Jacket or Polo shirt with the Realgy logo clearly on the
left hand chest. Some also wear a
baseball cap with the Realgy logo on the front.
We do not represent ourselves as anything but Realgy, a Supplier for
Consumer's Customer Choice Program. The representative
will ask to see the Customer's Utility bill in order to show them if and where
we can save them money. We have a
contract, that clearly states it is from Realgy.
When
all the representatives in Customer Service are on the phones or after our business
hours, we do have the overflow switch over to our Answering Service, so that a
live person answers, not the customer just leaving a voice message. We return all calls within business day
We send
our customers a Welcome Letter, which includes our website, all information is
located on the web site. We also let our
customers know that they can set up an appointment to have us call them back at
a time convenient for them. We also have
a LIVE CHAT option. We make ourselves as
available to our customers as we possibly can
Realgy
has been saving money for our customers' since 1999. We also offer our customers a month
guarantee, try our service and if we have not saved you money in that month
period, we will refund the difference and you can drop the service with no ETF
This
customer's account has been dropped
Case No: [redacted] – 2nd Response HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: [redacted] Account No.: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 09/07/17 3.17 p Realgy called and spoke to customer, explained that due to our internal error and the Welcome Letter not being received, we would be waiving the ETF. Because the request to cancel does need to be in writing, she will still need to sign and send in the form, or write her own request. 09/07/17 4.15 p Recd written request to cancel 09/07/17 Submit request to cancel 09/08/17 Recd, researched, responded to [redacted] complaint 09/12/17 NOTICE from Utility, cancelation request accepted, end date 09/01/17 09/18/17 Recd addition comment/complaint from Revdex.com, researched and responded COMPLAINT: I rec'd a welcome letter dated 9/12/2017 Donna from Realgy was faxed the cancellation form on 9/7/17 The issue of calling someone on the "No Call List" has not been addressed I will not know if this has been corrected until it is off my next bill I would also like to dispute the statement from the company stating I started yelling at them and hung up . For the record, their Customer Service rep called me @ 7:50 am, When I stated I wanted to cancel, before I could finish, he kept loudly over talking me, as a bullying tactic. I ask that this complaint stay open until I receive written confirmation the account is cancelled or it is switched back on my [redacted] bill Thank you for your time and consideration [redacted] & [redacted] OUR INVESTIGATION UNCOVERED THE FOLLOWING: Upon receiving the original complaint, it was found we had an error in our system that did not send out Welcome Letters on a particular day. We resent Welcome Letters to cover that day, so therefore this customer received the Welcome Letter. But as stated when we spoke to the customer on 09/07/17, the ETF was waived. We are looking into how the number was put into the Dialer if it is on the DNC list. Per the Utility, Realgy has been taken off the customer’s account as of 09/01/17. The customer can confirm this with the Utility if they choose. Our automated system shows the call was made to the customer at 9.01 am Eastern time.
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 ...
04/29/16 Customer signed agreement authorizing enrollment 05/04/16 Notice from Utility, enrollment accepted 05/12/16 Welcome Letter sent 08/03/16 12.13 p Customer left message 08/03/16 3.57 p Realgy left message 08/04/16 10.10 a Customer left message 08/04/16 10.10 a Customer engaged in LIVE CHAT session. DONNA 10:02 am Hello, Is there anything I can help you with today? CLIENT Yes I called yesterday to cancel service. I am wondeirng if I can do that online since I got an answering service DONNA May I please have an account number ? CLIENT 37-82-37-9508 5 DONNA You can send an email to Support@Realgy .com to request cancellation . Keep in mind there will be a fee to cancel as well as you will loose what is in storage. CLIENT what is the fee to cancel, my utility was just switched a month ago your rates are higher than my old utility company so I am switching back DONNA The fee is $50 . You had a 10 day review period to cancel . CLIENT I need to speak to a manager, this is ridiculous as I just received my first bill from your company. Who can I speal to about waiving this fee? DONNA The fee will not be waived . You received notification of change from [redacted] as well as Realgy. this is the reason why we send out notification . You had a review period and entered into a contract . CLIENT I will try to call and speak to a manager. Your company is a big fraud, hope you enjoy working there. CLIENT ENDED CHAT. 08/09/16 9.19 a Customer left message 08/10/16 Notice from Utility, cancel service 08/10/16 8.30 a Customer engaged in LIVE CHAT session. Customer wants to cancel the acct. Again confirmed she is aware of the cancellation fee as well as the loss of gas in storage. She replied back stating "Please cancel my service. I understand about the cancellation charge and disagree with it since I was told my per therm charge would be lower. Upon receiving my first bill, I notice your company charges for all these miscellaneous charges which more than doubles my bill so much for a lower per therm charge. Of course I did not know about this additional charges within 10 days of switching to your company so there was no way I could have cancelled within the 10 days. I will take it up with the Revdex.com as others have done. Please send me cancellation number. Thanks! Debbie" 08/10/16 Submit request to cancel service 08/10/16 Recd, researched, responded to complaint COMPLAINT: With the recent decommissioning of utilities in Illinois, my gas supplier was moved from [redacted] to Realgy Energy. I was told the prices would be either the same if not lower than my current provider. I truly believe after reading the reviews that this company scams people into switching to them and then makes money by forcing the consumer to cancel the service because not only is there a cancellation charge but they have miscellaneous charges on their bill that more than doubles what I was paying. I received a letter in the mail from [redacted] Gas on 5/3 informing me that my new supplier would be Realgy Energy and that is was effective with my first meter reading on or after 6/14. On 5/12, I received a welcome letter from Realgy letting me know that I was now their customer and quote "Our experience is leveraged to reduce your energy cost and save your time when making energy decisions." It states that I have 10 days to rescind the contract. But at this point, I am still thinking my bill will either be the same or lower since I will not receive my first bill from Realgy until July. My first bill that included Realgy was for the period of 6/14-7/14. The bill date was 7/18 and payment was due 8/9. I did pay this bill however after being promised that my bill would not increase, it has more than doubled. While the cost per therm is the same as [redacted], Realgy adds in the following charges: monthly charge, Realgy gas charge, and Storage Injection Charge totaling $20.70. The actual price of the gas was $16.46. And here is where it gets really frustrating. I have been trying to cancel my service with Realgy for a week. When calling 3 different numbers, I only am able to talk with their answering service. I seriously do not think they have actual customer service associates that work there because I can never speak to them. The answering service promises me that I will get a call back within 24 hours but that has not happened. Following are the dates/times/phone numbers that I have called: 8/3 at 11:13 AM ####-###-#### 8/4 at 9:10 AM ####-###-#### 8/8 at 4:13 PM ####-###-#### 8/8 at 4:20 PM ####-###-#### 8/9 at 8:18 AM ####-###-#### Also, I went online and chatted with Donna on 8/4. She informed me that there would be a $50 cancellation charge because I did not cancel within the 10 day period (May). How, could I cancel when I didn t know Realgy was going to charge me more than double until I received the first bill in July? I told her that I would talk with a manager. See above for number of calls that I made to attempt to talk with someone. Then, I decided to email the company. On 8/8 at 9:37 AM, I emailed and stated that I wanted to cancel my service and to send me the cancellation number. At 11:02, Michelle responded with ticket #6JC69 and that she realized I chatted with Donna last week online. She repeated there is a $50 fee to cancel. At 11:13 AM, I said I do not agree with this cancellation fee but cancel my service and I will take up the cancellation fee with the Revdex.com since I see that other consumers have done the same thing. At 1:50 PM, I asked for an update and to send me the cancellation number. Michelle has not responded. As of 8/9 5:50 PM, I do not believe my service has been cancelled with Realgy. Thank you for reading this lengthy complaint! OUR INVESTIGATION UNCOVERED THE FOLLOWING: The history of the calls has been included, Realgy has returned all customer calls within a timely manner. We have communicated with the customer via LIVE CHAT. It does appear that she may not fully understand the Storage Portion of the Program. We have called the customer again, but were only able to leave a message. We would like the opportunity to discuss the Storage Portion of the Program to better assist the customer in understanding the charges. The Storage Program allows the customer to purchase 20% of their annual historical usage during the summer months (April – October) when the prices are lower, storing that portion away to be used during the winter months (November – March) when the pricing is higher without having to pay for that 20%. Realgy’s program will save our customer’s over any 12 month period, which includes the Storage Portion of the program. We do have an Early Termination Fee with is $50 for residential customer. If the customer stays on the Realgy Program for a 12 month period, and we do not save her money over what should would have paid with her Utility, we will allow her to terminate the contract early and waive the ETF. INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this account. The review included but was not limited to; 1. the sales processes a. collateral which includes script, post-sales script and leave behinds b. processing of sale including interview with agent c. quality control over sale including interview of QC supervisor d. floor manager/team leader review 2. Management review of results REALGY STANDARD SALES PRACTICE INCLUDES: · reviewing the script (D2D or TPV) with the representatives on the campaign o review of the post script o review of the QC management oversight o review of team leader / floor manager · was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working D2D campaign) o ID Badges (Realgy logo, picture, name, id number) to all representatives working D2D campaign o Use of Safety vest with Realgy logo o Realgy Agreement with Logo to all representatives working D2D campaign · For phone based representatives o TPV id number to all customers completing the process o Sales policies followed o Recording reviewed · Review of customer timeline including o Sales process listed above o Enrollment with utility § Utility response o Welcome letter to customer o Review of customer service notes o Notification of first billing with Realgy o Notification of 2nd billing with Realgy
CASE: [redacted...⇄ /> CUSTOMER NAME: [redacted]...
[redacted]
ACCOUNT: [redacted]
UTILITY: [redacted]
CUSTOMER HISTORY TIMELINE:
01/14/15 – Customer enrolled via TPV
01/16/15 – Request sent to Utility to enroll
01/19/15 – Notice from Utility enrollment accepted
01/20/15 – Welcome Letter sent
01/27/15 @ 5:00 pm – Customer left message
01/29/15 @ 9:57 am – Realgy called and spoke with
Customer, [redacted], stated he never received his contract in the mail and that’s
why he wants to cancel. I advsd the customer it wouldn’t be a contract it would
be a welcome letter with a free gift, but advsd customer that he can also look
up the terms and conditions on our website. I also advsd the customer that he
should be receiving the welcome letter with free gift soon, customer stated he
had 10 days after receiving the welcome letter to cancel with no ETF, and advsd
the customer that he was correct. Customer willing to wait and see.
02/02/15 @ 5:33 pm – Customer left message
02/03/15 @ 9:31 am – Customer left message
02/03/15 @ 4:03 pm – Customer left message
02/04/15 @ 11:06 am – Realgy called and spoke with
Customer, [redacted], stated he never received his contract and wants a credit on his
account. I advsd the customer that the welcome letter was sent out and he
should receive it soon, but info can always be found on our website showing terms
and conditions. I also stated to customer that when he went through the enrollment
that they are also made aware of the terms of the contract. Customer still wanted
a credit on his account, and I advsd the customer I wouldn’t be able to credit
his account for gas that was used. He said he was charged a lot more than just
being with [redacted]. I advsd the customer what he was charged and advsd the rate
is lower than [redacted]. Customer disagreed and still stated he wanted to cancel
and wanted a credit. Advsd customer of the three ways to cancel, and customer
stated he was going to take care of this right away and will report us to the
Revdex.com.
02/04/15 – Rec’d fax requesting Drop Service
02/05/15 – Request to Drop Service sent to Utility
02/06/15 – Notice from Utility Drop Service
accepted as of 01/29/15
03/10/15 – Researched and responded to Revdex.com
Complaint
DIRECT RESPONSE TO
COMPLAINT:
Salesman [redacted] called me on the
phone and told me about the Realgy service that he had to offer he had told me
that their price would always be cheaper than my current provider which was[redacted]. This is a
statement, not a complaint Realgy can respond to.
He led me to believe that I had up to 10
days after I received my welcome letter/contract to review it and then after
that I would be entered into their service.
This is a statement, not a complaint Realgy
can respond to.
And in fact they switch me According to the
recorded TPV, the customer authorizes the switch.
The day he talk to me on the phone .did
not even give me an opportunity to review all their Terms and conditions of the
agreements Customer
was told as soon as the Utility approves the enrollment a Welcome Letter with
the T&C will be sent, or customers can always go to our website and review
the T&C.
and since then I've got a utility bill and
my gas is higher than it was with my existing company after him telling me and
Giving me a guarantee that realgy would always be cheaper. The Realgy
guarantee is that you will save money over any 12 month period of time.
I should have never been Entered into
their contract Before I had a chance to review the terms and conditions of the
letter that they were supposed to send me and never did. This is a statement,
not a complaint Realgy can respond to.
Except to say that the Welcome Letter did go out, and we had several
conversations with the customer explaining the program and directing him to the
website.
so the outcome that I'm looking for is a
credit back to my [redacted] Bill for fees charged to me. Customer was
charged for the Natural Gas he used.
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 06/18/16 Customer authorized enrollment via contract 06/22/16 Requested Addition 06/23/16 NOTICE from Utility, rejected enrollment customer has not paid their utility bill 06/30/16 Requested Addition 07/01/16 NOTICE from Utility, rejected enrollment customer has not paid their utility bill 07/08/16 Requested Addition 07/11/16 NOTICE from Utility, rejected enrollment customer has not paid their utility bill 07/15/16 NOTICE from Utility, account [redacted] enrollment accepted 07/18/16 Requested Addition 07/19/16 NOTICE from Utility, rejected enrollment customer has not paid their utility bill 07/26/16 Requested Addition 07/27/16 NOTICE from Utility, rejected enrollment customer has not paid their utility bill 08/03/16 Requested Addition 08/04/16 NOTICE from Utility, rejected enrollment customer has not paid their utility bill 08/11/16 Requested Addition 08/12/16 NOTICE from Utility, rejected enrollment customer has not paid their utility bill 08/19/16 Requested Addition 08/20/16 NOTICE from Utility, rejected enrollment customer has not paid their utility bill 08/29/16 Requested Addition 08/30/16 8.51 a Customer left message 08/30/16 10.27 a LIVE CHAT with customer, customer requested phone call to discuss billing. Realgy called and spoke to customer, reviewed program, bill, storage program. Customer doesn’t believe he will use all the gas in storage. Explained it is only 20% of his annual usage, and all will be used throughout the winter months. Customer asked how to cancel, advised must be in writing and there will be an ETF. 08/31/16 NOTICE from Utility, rejected enrollment customer has not paid their utility bill 09/07/16 Requested Addition 09/07/16 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 again. Again, on Monday, I got the answering service and was asked to leave a number so they could return a call in next 24 hours. I 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 do. She then said I needed to Email " [redacted] to Email them a Cancelation of Contract, which I did, but no verification from them of that. The Realgy Rep presented this Choice Program as being cheaper, as it was explained to me. My first bill with them and they are charging a 32.03 Gas Supply charge to a residence that I have, that is vacant, and has been for years. It is a Farm House I stay at when hunting. I chose to pay [redacted] the 11.77 monthly charge to have access to gas when ever I might be there and need it. Realgy is charging 32.03 for Future Gas usage as she explained to me of 20% of Based use. That fact alone makes them 32.03 more Expensive than [redacted] a month. My act # is [redacted] with [redacted] and I want the 32.03 Gas Supply charge removed from my account, since there was no gas used or Delivered. I also CANCEL MY Contract with Realgy and will return to [redacted] as my Supplier. Thank 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 [redacted] 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.
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
ID: [redacted]
HISTORY
SUMMARY FOR:
Name: [redacted]
Phone: [redacted]
Street: [redacted]
CityStZip: [redacted] ** [redacted]
Acct: unknown
Utility: unknown
CUSTOMER
HISTORY TIMELINE:
08/19/
– Rec'd Revdex.com complaint
08/20/
– researched and responded to complaint
DIRECT
RESPONSE TO COMPLAINT:
These people continue to call us, no matter how many times I
tell them not to As a church, we cannot
subscribe to the Do Not Call registryThe last caller proceeded to harass me
after I told him that I had investigated the company and found them to be misleading
in reference to their "savings"
We do call and leave messages. When we do talk to a potential customer, if they
say no, it is our practice to stop calling.
But we may call back in another year.
Our savings are proven and are shown on our website along with our
comps. There is nothing misleading about
our program or the savings we offer.
This customer will be added to our internal DNC list
Complaint: [redacted]
I am rejecting this response because:I am not forefeiting my gas. They cannot ask for ETF and keep my gas. I want to exhaust my gas in storage and then I cancel my service with Realagy.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I reviewed the business practices listed above and was able to determine the actions above were not followed. First, I stated in my complaint that I did not want to receive another solicitation from this company. This morning, at 11:35 am I was contacted again by a sales representative trying to get me to switch to this company for "energy savings." When I informed the representative about my request not to be contacted, he (he stated his name was "J") proceeded to ask me why. I told him I didn't appreciate their pushy sales tactics or rude customer service, he kept talking and asking me why I don't want to save money by switching to their company. He completely ignored the fact that I said I was not to be contacted and did not acknowledge my request at all. Therefore, I am not accepting the resolution stated by the company based on the fact their representatives continue solicitations even after I made it clear I am not interested.
Sincerely,
[redacted]
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.
Complaint: [redacted]
I am rejecting this response because: I have never received any refund, and my [redacted] account has not been corrected regarding the billing error. Still waiting for resolution!!
Sincerely,
[redacted]
I rec'd a welcome letter dated 9/12/2017 Donna from Realgy was faxed the cancellation form on 9/7/17 The issue of calling someone on the "No Call List" has not been addressed I will not know if this has been corrected until it is off my next bill I would also like to dispute the statement from the company stating I started yelling at them and hung up .For the record, their Customer Service rep called me @ 7:50 am, When I stated I wanted to cancel, before I could finish, he kept loudly over talking me, as a bullying tactic. I ask that this complaint stay open until I receive written confirmation the account is cancelled or it is switched back on my [redacted] bill Thank you for your time and consideration [redacted] & [redacted]
CASE: [redacted]
CUSTOMER NAME: [redacted]...
[redacted]
ACCOUNT: [redacted]
UTILITY: [redacted]
CUSTOMER HISTORY TIMELINE:
01/25/15 – Customer enrolled via TPV
02/03/15 – Notice from Utility accepted enrollment
02/04/15 – Welcome Letter sent
02/13/15 @ 10:54 am – Customer left message
02/13/15 @ 2:50 pm – Realgy called and spoke to
Customer, [redacted] stated he is very upset that he was charged for the welcome
letter of $1.15. I apologized to the
customer for inconvience and that we would refund him. He said that’s all your
going to do? And also stated will it take months to receive? I advsd customer
that we would send it soon not months and that it would be by check. The customer
then complained about having to use his gas to cash the check. I advsd to the
customer that we are trying to rectify the problem but it is with the postal
service. I advsd we do weigh and set the postage but sometimes post offices to
kick back. Customer was still not happy and wanted to be transferred to the
supervisor. Call transferred to [redacted].
02/13/15 @ 2:51 pm – Supervisor took transferred
call, [redacted] is unhappy about the postage due. Advsd we can refund that back. He
said he would have to waste his time and his gas to go to the bank. Advsd that
is all we can offer. Advsd we send
approx 1000 out a week and maybe 10 have the postage issue and it just started
last week. He didn’t care. He was upset and will be filing a Revdex.com
complaint.
03/10/15 @ 11:14 am – Customer left message
03/10/15 @ 3:13 pm – Realgy left message
03/10/15 – Researched and responded to complaint
DIRECT RESPONSE TO
COMPLAINT:
I was called to switch my home gas to
Realgy Energy Services, three weeks ago. This is a statement, not a complaint Realgy can
respond to.
On 12 February 2015, I received a package
in the mail with postage due of $1.13 that the Mail Carrier, collected before
receiving the package. This is a statement, not a
complaint Realgy can respond to.
After going through my mail I opened this
and an Ink Pen was in it. (It was not ordered and must have been a gift). This is a statement, not a complaint Realgy can
respond to.
I tried to contact the "Call
Center" [redacted], two time for my money returned for a gross mistake
of using there customer in this manner of enrolling for their serve and wouldn't
be contacted for two or three days. This
is not a clear statement, but evidence shows Realgy did reach out the customer
the same day he called in and apologized and explained what we believe happened.
I think this is just to put this off and
try to forget it. This is a statement, not a
complaint Realgy can respond to.
I would like to be refunded $1.13 plus
$10.00 for the time, trouble, and stress due to being a retired vet taking meds
I take for dealing with things like this. ([redacted] [redacted] [redacted]. Can I afford these kind of things from every
business that contacts me? This is a statement, not a
complaint Realgy can respond to.
Realgy explained
to the customer that we have gone to the United States Post Office in [redacted] and they told us how much it would cost to mail out the
Welcome Package. We send out thousands
at a time and have noticed in [redacted] about 1% have been returned with a
notice of Postage Due. We have had a few
customers call in complaining and we have and will continue to issue a refund
check for the extra postage they have had to pay, which has been $1.13.
Revdex.com
ID: [redacted]
FB","serif">
HISTORY
SUMMARY FOR:
Name: [redacted]
Phone: [redacted]
Street: [redacted]
CityStZip: [redacted] ** [redacted]
Acct: unknown
Utility: unknown
CUSTOMER
HISTORY TIMELINE:
08/19/
– Rec'd Revdex.com complaint
08/20/
– researched and responded to complaint
DIRECT
RESPONSE TO COMPLAINT:
These people continue to call us, no matter how many times I
tell them not to As a church, we cannot
subscribe to the Do Not Call registryThe last caller proceeded to harass me
after I told him that I had investigated the company and found them to be misleading
in reference to their "savings"
We do call and leave messages. When we do talk to a potential customer, if they
say no, it is our practice to stop calling.
But we may call back in another year.
Our savings are proven and are shown on our website along with our
comps. There is nothing misleading about
our program or the savings we offer.
This customer will be added to our internal DNC list
Revdex.com Case No: [redacted]ICC Case No: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: Philo IL 61864 Account No.: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: ...
DATE TIME MESSAGE 06/23/16 Customer authorized enrollment via TPV 06/21/16 3.12 p Customer left message 06/22/16 11.02 a Realgy left message 06/28/16 NOTICE from Utility, enrollment accepted 07/07/16 Welcome Letter sent 07/14/16 1.34 p Realgy left message 07/18/16 3.54 p Customer left message 07/20/16 3.41 p Realgy called and spoke to customer, confirmed start date 07/20/16 3.49 p Customer left message 07/21/16 2.06 p Realgy left message 09/01/16 6.10 p Customer left message 09/07/16 NOTICE from Utility, customer switched to another supplier 09/09/16 10.53 a Realgy left message 09/26/16 2.08 p Customer left message 09/27/16 2.47 p Realgy called and spoke to customer. Has some issues, he was upset about the rate, but we explained what he thought was the rate was incorrect. He complained he didn’t receive the Welcome Letter, we explained it went out on 07/07/16 and verified his address, which he said was correct. He complained about the Final Balancing charge, we reviewed the procedure and that it is in the contract and that because we have Pools which allows us to save the customer’s money, he has to Balance the Pool Charge. He said if we do not credit it back, he will file a complaint. We explained we will not credit it back and it is his right as a consumer to file a complaint. 09/28/16 Red complaint from ICC and Revdex.com 09/30/16 Researched and responded to complaints Revdex.com COMPLAINT: I got scammed into signing up with Realgy Energy by a representative who cold-called me multiple times in late June (2016) extolling the virtues of this company, including all the money I would save and the excellent customer service they provide. I had several questions that she said would all be answered in the welcome/enrollment letter that I would receive shortly after switching over and that I had plenty of time to review it and opt out if I desired. Well, after signing up I never did receive any literature in the mail and attempting to reach customer service isn't what I thought it would be. To speak with customer service, you first go through an "answering service" who arranges a call-back that can take days (a call I made in late August wasn't returned until after Labor Day). After letting someone know I never received any welcome letter, I was told another would be mailed to me...to which I never received either. But what I did receive was my first bill...which was was surprisingly higher than expected. After several attempts to contact customer service to find out just exactly what my kWh rate is and informing them to contact me After 2-PM...to only have them get back to me in the 9-AM hour and leave a message on my answering machine saying they replied. On one returned call on September 6th, I ended up getting talked down to by an individual who said their rate was variable and it's around 5.1...which was not even close with their first bills rate at 7.93, the second one at 6.89 and the third also at 6.89 ....all considerably higher than my previous suppliers rate which was 5.70. I did inform this person that I was in the process of getting a new electric supplier to which he informed me that there would be no early termination fees, but some final bill charges would apply....which had me nervously awaiting the next bill. Well that next bill was the highest of all thanks in part to a $21.52 "Final Balancing Charge". I was blown away by that and ended up contacting them only to reach their "answering service" again and giving me no other choice but to file this well-deserved complaint. I'm done with this Pirate outfit. It's been nothing but deception, frustration and borderline fraud. ICC COMPLAINT: CUSTOMER CALLING TO COMPLAIN OF NOT RECEIVING THE SAVINGS HE WAS PROMISED WHEN ENROLLING FOR SERVICE. CUSTOMER IS ASKING FOR A REFUND OF $21.52 AND A REIMBURSEMENT OF THE DIFFERENCE IN RATES CHARGED BETWEEN REALGY AND [redacted] FOR THE PERIOD HE RECEIVED SERVICE. CUSTOMER STATES HE NEVER RECEIVED A WELCOME PACKET AS WAS TOLD TO HIM NOR DID HE RECEIVE A COPY OF THE CONTRACT. OUR INVESTIGATION UNCOVERED THE FOLLOWING: The customer was sent the Welcome Letter via US Mail. All calls were returned, we were only able to leave a message as the customer was not available. We did suggest that they can schedule an appointment for a call back at a convenient time for them by going to our Website, the customer opted not to do this. We did explain the rates on this bill, as he was not correct in the pricing he was quoting. We also resent a copy of the original Welcome Letter via US Mail, after verifying the address we have. The customer canceled and switched to another supplier through the Utility, which did result in a Final Balancing charge. Realgy did speak to the customer and explained that charge. We also advised that if the customer chooses, he could re-enroll with Realgy and the Final Balancing would be refunded after 90 continuous days of service. INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this account. The review included but was not limited to; 1. the sales processes a. collateral which includes script, post-sales script and leave behindsb. processing of sale including interview with agentc. quality control over sale including interview of QC supervisord. floor manager/team leader review2. Management review of results REALGY STANDARD SALES PRACTICE INCLUDES: · reviewing the script (D2D or TPV) with the representatives on the campaigno review of the post scripto 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 processo Sales policies followedo Recording reviewed· Review of customer timeline includingo Sales process listed aboveo Enrollment with utility§ Utility responseo Welcome letter to customero Review of customer service noteso Notification of first billing with Realgyo Notification of 2nd billing with Realgy ICC QUESTIONS AND RESPONSE:PLEASE INVESTIGATE AND RESPOND TO THE FOLLOWING QUESTIONS. 1) IDENTIFY MARKETER, IF THIRD PARTY MARKETER, PROVIDE THEIR NAME AND ADVISE WHETHER THEY ARE AN ABC OR DO THEY SOLICIT EXCLUSIVELY FOR YOUR COMPANY. Realgy employees its Energy Brokers2) IDENTIFY THE SALES CHANNEL AND THE NAME OF THE SALESPERSON. Telesales, Lorena3) PROVIDE THE AUTHORIZED VERIFICATION OF THE SWITCH INCLUDING ANY OF THE FOLLOWING WHICH ARE AVAILABLE: RECORDING OF SALES CALL, TPV, LOA, COPY OF SIGNED AGREEMENT, OTHER VERIFICATION. Attached4) IF YOU FIND THAT THE CUSTOMER WAS SWITCHED WITHOUT PROPER AUTHORIZATION, WHAT WILL THE COMPANY DO TO ENSURE THE CUSTOMER DOES NOT PAY MORE THAN THE RATE OF THE CHOSEN SUPPLIER (INCLUDING ANY PENALTIES IF THE CUSTOMER HAD AN ARES)? NA5) WHAT RATE IS THE CUSTOMER ON AND WHEN DID THEY ENROLL IN YOUR SUPPLY SERVICE? Managed Residential, 06/28/166) VERIFY THE RATE CLASS FOR THIS CUSTOMER. Managed Residential7) ARE THERE ANY EARLY TERMINATION FEES (ETF)? WHAT IS THE AMOUNT? PROVIDE CALCULATION OF THE ETF AND A COPY OF THE AGREEMENT/CONTRACT. ARE THE FEES BEING WAIVED? There is a Final Balancing charge - Final Settlement Costs: will be your historical usage multiplied by the Pool’s fixed price position less current market price for the remaining historical usage. Example:12,000 kWh is the Defined Quantity. A cancellation request comes with 12 months left on Agreement. The final settlement cost would be; Historical usage x (Pool Fixed Price – Market Price).12,000 x ($0.0375 - $0.0345) = $36 8) IF ONLINE ENROLLMENT, PLEASE PROVIDE UNIQUE IDENTIFIER AND ONLINE LOA THAT WAS USED TO LEGITIMATE THE SALE/AUTHORIZATION. NA Tell us why here...
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 ...
09/07/16 Customer authorized enrollment via contract 09/11/16 NOTICE from Utility, enrollment accepted 09/12/16 Welcome Letter sent 10/19/16 4.35 p Customer left message 10/20/16 12.01 p Realgy called and spoke to [redacted], 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 switch. Advised of the Program and that she is guaranteed to save at least 4% in total at the end of the term. If she is canceling early, there is an ETF and she forfeits any amount in Storage, per her contract. We also need the request to terminate in writing. Said she was going to complain to Revdex.com. 10/26/16 Recd request to cancel 10/26/16 Submit request to cancel 10/28/16 NOTICE from Utility, enrollment canceled 11/22/16 Researched and responded to complaint COMPLAINT: A representative came to my door stating he could give me a discount on my [redacted]. He asked me for a recent bill. He did not tell me I was signing up for a different provider. He did not give me a copy of the form I signed. This 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 $80 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 2 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.
CASE: [redacted]
CUSTOMER NAME: [redacted]
ACCOUNT STATUS: ...
Dropped
Service
ACCOUNT: [redacted]
UTILITY: [redacted]
CUSTOMER HISTORY TIMELINE:
09/03/14 – Customer enrolled via TPV
09/11/14 – Welcome letter sent
09/15/14 @ 12:34 pm – Customer left message
09/15/14 @ 8:35 pm – Customer left message
09/17/14 @ 1:29 pm – Customer left message
09/18/14 @ 09:12 am – Realgy called customer, left
message
09/18/14 @ 10:47 am – Customer left message
09/18/14 @ 12:11 pm – Realgy called customer, left
message verifying Drop Service request
09/19/14 @ 2:26 pm – Realgy called customer, confirmed
Drop Service
10/01/14 – Confirmation from Utility rec’d Drop
service
10/28/14 – Final Usage Rec’d
11/11/14 – Rec’d, researched, responded to Complaint
DIRECT RESPONSE TO COMPLAINT:
Coerced an 87 year old to unknowingly switch energy
services from local township contract to service without disclosing actual
rates. Evidence refutes this statement,
customer went through third party verification and T&C were sent to
customer.
When made aware of the change, tried to call to cancel
before deadline and left messages that were not returned until after the
deadline. Customer’s calls were
returned, but Realgy was only able to leave a message, not a live answer.
Caused a hassle to return to township service. Realgy has no control over other enrollment
procedures and practices.
Now trying to charge a $50 termination fee. Per the T&C, there is an ETF, but ETF did
not apply in this case as the customer did cancel within the grace period.