Sign in

WGL Energy Services, Inc.

Sharing is caring! Have something to share about WGL Energy Services, Inc.? Use RevDex to write a review
Reviews WGL Energy Services, Inc.

WGL Energy Services, Inc. Reviews (129)

August
19, 2014
 
 
Washington Gas Energy Services, Inc. (WGES) Summary of
Investigation the Washington Revdex.com: [redacted]
 
Revdex.com Representative: [redacted], Consumer Specialist, DC
Revdex.com
Customer Name: [redacted]
Address:  [redacted], [redacted] MD [redacted]
Investigation Summary: 
Contract Assumption [redacted] 2013
WGES Account Number:  [redacted]
 
Summary: [redacted] enrolled
with [redacted] Energy Group her contract included a condition that allows
[redacted] to assign the service contract to another supplier.
 
In
the fall of 2013, [redacted] notified [redacted] that they were leaving the
retail energy business and assigning her contract to WGES. 
 
Details:
Per the [redacted] notice, WGES assumed her
electricity contract and with her November 2013 meter reading.  Prior to contract move to WGES both WGES and
[redacted] provided [redacted] written notice of the contract assumption and
instructions on what actions she could take to opt out of the contract.  Customers who did not wish to transition,
cancelled and those that did not cancel were assigned to WGES per the terms and
conditions of their contract. 
 
To welcome the customers, WGES sent at least
two welcome letters and for those budget customers a third reviewing the budget
conditions.  Each letter provided the
customer information, contact details and transition dates. 
 
[redacted] contract moved to WGES fulfillment
with the November 2013 meter reading at a rate lower than the local utility for
both generation and transmission.
 
In July 2014, [redacted] notified WGES that Ms.
[redacted] moved and the account closed without cancel fee.  The account remains inactive today. 
 
While we are sorry that [redacted] was
unhappy with the transition between [redacted] and WGES, we can report that her
[redacted] contract contained the assumption clause.  WGES and [redacted] provided notice to all
customers and the ability to opt out of the contract.  WGES did honor the [redacted] contract for price
and the service ended at the closing of the account.
 
Thank you for your attention to this matter, please
let us know if you have other questions. 
   
 
 
Documents: None
 
Actions by WGES:  None, account closed without fee by customer
in July 2014
 
Investigation
completed by:  Aileen *. C[redacted], Customer Care Manager,
Washington Gas Energy Services, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I was never offered a no cancellation fee contract. Ever at anytime. What a convenient excuse to use for poor business procedures. and why would I want a cancellation fee contract when I could have one without. No I was never offed this option.Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:They did make an offer to reduce the cancel fee on the phone but then never followed through.  This company continues to send the exact same offer.  Reinstatement.  Is no one listening to anything I am saying?  1. Their representative blatantly lied.  2. This caused a hidden fee and contract I didn't even know existed. 3. They refused numerous attempts to negotiate the cancel fee. 4. When they finally "negotiated" a lower cancellation fee they never actually followed through.  They stated one thing on the phone and sent something twice as much in the mail.  I will not reinstate with a company that completely ignores all Morales and business ethic.  They are tricking customers.  I  will not reinstate.  And I was willing to pay the 62.50 they offered but they never sent it.  They never wrote up the deal they said on the phone.
Regards,
[redacted]

July 30, 2014
 
 
Washington Gas Energy
Services, Inc. (WGES) Summary of Investigation for Revdex.com Case
number [redacted]
 
Revdex.com:  David Dennis, Revdex.com (Revdex.com),
Trade Practice Consultant
Customer Name: [redacted]
Address:  [redacted]
Investigation Summary:  cancel fee, early cancellation
 
Summary Details:
 
On October 9, 2013 [redacted] enrolled
into the WGES fixed price natural gas and electric service programs.  Under the fixed rate program WGES provides
the customer with a known, budgeted cost for the term of the contract.  WGES guarantees that this price will not
change for the term of the contract.
 
These guarantees are made
to the customer because once
the contract is approved by the customer WGES purchases that entire quantity of
supply from its wholesale suppliers on behalf of the customer for the term of
the contract. WGES is obligated to honor its supply commitments to both its
customers and wholesale suppliers.  WGES sets termination fees to cover
potential losses should a customer breach their contract before the term is
complete.
 
A
copy of the recorded verification is attached for your review.  During this enrollment **. [redacted] is
provided a complete review of the offer, the price and the term.  The verification agent Rebecca asks **.
[redacted] a series of questions about the contract and only after receiving a “yes”
response does she continue. At the end of the recoded verification Rebecca asks
**. [redacted] “did the agent explained the contract conditions including the
cancel fee provisions” **. [redacted] response with a clear “yes”.  Rebecca asks **. [redacted] to record his
confirmation number on the contract brochure containing all of the contract information
including the price, term and all contract conditions once more he reports that
he has the brochure and that he completed the confirmation number for his
records.
 
As
the first verification recording ends Rebecca reports to **. [redacted] that she
is required to record the confirmation a second time.  She says that she will be calling him again
in a few minutes and if he does not respond, the enrollment will not
process.  This second recording is
completed only after **. [redacted] reports that the agent has left the premises
and he once more agrees to the contract price, term and conditions. This second
recording is provided at the end of the first recording on the verification
file included with this response. 
 
While these contract verifications are
lengthy they are necessary to ensure that the enrollment is complete and that
the customer is fully engaged in the process. 
After the verification recordings ends, WGES mails the customer a full
copy of each contract.  Each contract
letter is mailed utilizing the first class, return guarantee postage; if the
letters are not delivered to the customer, they are returned to WGES.  If we cannot correct the mailing, the
contract is canceled without obligation to the customer. Our records indicate
that all of **. [redacted]’ letters were delivered correctly.  Copies of the contract confirmation letters
are attached for your review. 
 
WGES works with each customer to ensure that
the contracts are enrolled with the customers’ approval and full
participation.  If customers change their
minds in the first few weeks of enrollment or even in the first month, WGES
cancels the contract without fee.
 
Once the contract engages and the supply is
purchased WGES does enforce the listed cancel fee.  While we are sorry to lose **. [redacted] we
understand that from time to time market conditions may change and a customer
may find a lower price.  Today our new
customers in the same LDC as **. [redacted] continue to enroll at higher prices.  The utility price is about 9.2 cents per kWh
while the WGES contract for **. [redacted] was priced at 8.1 cents.   
 
WGES would be pleased to welcome **. [redacted]
back to complete his contract at his original price.  This reinstatement would require him to
complete the full term.  This offer
expires on 8/13/2014 at 4 pm.  Prices
continue to change and the price provided to **. [redacted] last October is no
longer available to new customers.  The
reinstatement at the original price will eliminate the cancel fee and **.
[redacted] can ask to cancel the contract at the end of term eliminating the
renewal offer and the need to take any other actions.
 
To review your options or to reinstate please
call the WGES customer care center.  The
customer care center can be reached toll free Monday – Friday 7 am to 7 pm or
Saturday 8 am to 4 pm at ###-###-####. 
Thank you for this opportunity to review the enrollment process with
you, we look forward to hearing from you. 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Documents
forwarded:  original verification recordings, copy of
contract letter
 
Actions
by WGES:  provided reinstatement
 
Investigation completed by:  Aileen P. Cannon, Customer
Care Manager, Washington Gas Energy Services, Inc.

February 8, 2014
Washington Gas Energy
Services, Inc. (WGES) Summary of Investigation for Revdex.com Case
number [redacted] updated
Revdex.com:  [redacted], Revdex.com (Revdex.com),
Trade Practice Consultant
Customer Name: [redacted]
Address:  [redacted]
Investigation Summary:  Active customer wants to cancel without fee,
short of term
Account Number:  [redacted]
Summary Details:
**.
[redacted]’ contract initiated by him on 11/17/2012 is a valid, legally binding
and enforceable contract for services between **. [redacted] and WGES. When he
selected WGES at 10:14 pm on 11/17/2012 he was provided the full contract
terms, price and conditions.  During the
contract review at the WEB had agreed to these terms and conditions by
selecting the statement “I have read and understood the contract, terms and
conditions”.  In the contract terms the
validity of the contract is also provided with reference to the WGES license,
regulatory approval and all business requirements for contract services in Washington,
D.C.
WGES
has engaged in energy contract services for commercial, industrial, residential
and governmental services since 1998.  We
are fully licensed in Virginia, Maryland, Washington, D.C., Pennsylvania and
Delaware. All service contracts carry full license information in the contract
terms and conditions. 
Once
enrolled WGES and the utility provided **. [redacted] notification about his
contract obligations along with a rescission period after successfully completing
the rescission period the contract engaged. 
**. [redacted] received and paid for the service under his contract until
he selected a new supplier. 
WGES
fulfilled all obligations of our contract with **. [redacted].  We provided the service as needed, we billed
and were paid, and once the service ended we cancelled the contract and
submitted the cancel fee invoice.  We
provided **. [redacted] options to avoid the cancel fee and he has declined.  While we are sorry to lose him as a customer
we account for early cancellation in our contract and **. [redacted] is able to
exercise this option and cancel with fee. 
We thank you Revdex.com for their
help in this matter and we will provide for additional options for **. [redacted]
if he wishes to avoid the cancel fee up till 2/10/2013.  Please let me know if you have other questions. 
Documents
forwarded:  contracts
and example of DM
Actions
by WGES:  none
Investigation completed by:  [redacted],
Customer Care Manager, [redacted] Energy Services, Inc.

June
30, 2014
Washington Gas Energy Services, Inc. (WGES) Summary of
Investigation the Washington Revdex.com: [redacted]
Revdex.com Representative: [redacted],
Consumer Specialist, DC Revdex.com
Customer Name: [redacted]
Address:  [redacted] [redacted]
Investigation Summary:  Early Cancellation
WGES Account Number:  [redacted] Natural gas / electricity [redacted]
Summary Details:
Thank you for taking
the time to share with us your concerns about the cancellation fees associated
with your Washington Gas Energy Services, Inc. (WGES) 2013 / 2014 contracts for
natural gas and electricity. Your business is important to WGES.  In May 2014, the utility notified WGES that
you had selected a new supplier; WGES contacted you to review the cancellation
process and the fees, which total $300.00. 
While we did not talk with you, we did leave you two phone messages and
we provided you a letter reviewing the account issues.  For your review, I have included a copy of
your signed renewal from Oct 2013 for a one-year term ending in Oct 2014 and a
copy of the recorded verification for your electricity account completed in Feb
2014.
While
we are always sorry to lose a customer, WGES does understand that sometimes
customers may feel that a new supplier better serves their energy needs.  Our contracts do provide for early
cancellation.  Please keep in mind that
when a customer signs a contract for energy supply with WGES at a guaranteed
price and term, WGES purchases that entire quantity of supply from its
wholesale suppliers on behalf of the customer for the term of the contract.
WGES is obligated to honor its supply commitments to its customers as well as payments
to its wholesale suppliers.  WGES sets termination fees to cover potential
losses should a customer breach their contract before the term is complete.
 Currently your cancellation for both your natural gas and electricity contract
is $300.00.  Each contract carries a fee
of $150.00
WGES
will work with you to provide options to avoid or negotiate the cancel fee.  Please contact the WGES customer care center toll
free Monday – Friday 7 am to 7 pm or Saturday 8 am to 4 pm except holidays at
###-###-#### and let the agents know that you wish to negotiate the cancel
fee, reinstate your account or review other options.    
As a valued customer
since 2011, we look forward to hearing from you.  We are committed to working with our
customers to resolve these issues. Thank you for sharing your concerns please
be sure to call the customer care center to help us resolve these issues.     
 
 
 
 
Documents: contract copies
 
Actions by WGES:  Pending
customer contact
 
Investigation completed by:  [redacted], Customer Care Manager,
Washington Gas Energy Services, Inc.

Date: Fri, Feb 12, 2016 at 6:45 AMSubject: RE: Revdex.com complaints [redacted] and [redacted]; Account Number [redacted]To: [redacted] <[redacted]@myRevdex.com.org>
Good morning [redacted], thank you for your help with [redacted]’ billing...

issue.  [redacted] cancelled his contract in midterm and selected a new supplier.  He reported that the new supplier was providing a lower price than the WGL Energy offer.  While we understand that a lower price has value, the benefit of the contract [redacted] committed to also saved him money and he had made that commitment.  He was charged a cancel fee which was waived on 9/25/2015.  WGL Energy provided him the confirmation and he agreed that it did show up on his utility bill. Date: 8/21/2015 2:06:00 PM Type: 820 payment adviceTrace number: [redacted]$324.47$0.00Date: 8/31/2015 1:57:00 PM Type: 810 charge·  For: usage from 7/29/2015 to 8/26/2015 Invoice: [redacted]Total Use: 3143 kwh at $0.0969 per kwh$304.56DE Public utility tax$12.94Contract Termination Fee$200.00$517.50$517.50Date: 9/21/2015 4:29:00 PM Type: 820 payment adviceTrace number: [redacted]$317.50$200.00Date: 10/19/2015 11:14:00 AM Type: 820 payment adviceTrace number: [redacted]$200.00$0.00Date: 10/30/2015 9:45:00 AM Type: 810 charge·  For: usage from 9/26/2015 to 10/27/2015 Invoice: 98134748Total Use: 1861 kwh at $0.0969 per kwh$180.33Waived cancel fees-$200.00DE Public utility tax$7.66-$12.01-$12.01 After his action was taken [redacted] had one more bill cycle before his account was forwarded to the new supplier.  [redacted] failed to pay the WGL Energy charges.  These charges are seriously past due and in collections.  I noted that [redacted] has contacted the WGL Energy customer care billing team and they are working with him to collect the balance.  Please encourage him to pay his outstanding balance.  WGL Energy will continue working with [redacted] to close this issue.Thank you Aileen C, Customer Care Manager, WGL Energy

May, 2, 2016

"Calibri","sans-serif"; font-size: 10pt;"> 
WGL Energy Services, Inc., Summary of Investigation Revdex.com [redacted]
 
Revdex.com Investigator: [redacted], Account Coordinator, Revdex.com
Customer Name: Ms. [redacted]
Address:  [redacted], White Marsh, MD, 21162-1620
Investigation Summary:  Enrollment and Contract Procedures
Account Number: BG&E Electricity Account Number: [redacted]
 
Thank you for this opportunity to address Ms. [redacted]’ concerns. On 3/23/20019 Ms. [redacted] enrolled into the WGL Energy electricity contract.  A copy of the signed contract has been provided for your review.  During the contract enrollment Ms. [redacted] was provided a copy of the contract, price, term and all contract conditions.  After receipt of her request WGL Energy provided her a welcome notice with a ten day rescission period.  Once this was completed she was forwarded to BG&E and they too provided her a rescission period.  After completing both sessions without cancellation she was enrolled.
 
At the end of the first term and 45 days ahead of her contract end date, WGL Energy mailed Mr. and Mrs. [redacted] a new contract.  Under the terms of the new contract they could: cancel with no fee and return to utility service, select a new marketer, remain in the same contract format for a new term or choose a longer term contract.  Ms. [redacted] separated the signature card, selected the 24 month contract and mailed that back to WGL Energy for enrollment for a new term.  A copy of her signed enrollment is attached for your review. 
 
In June 2010 Ms. [redacted] was offered a wind option and she selected that option as well.  A copy of her signed enrollment card is attached for your review. 
 
During the term of her 2010 to 2012 contract Ms. [redacted] did select a new supplier and was cancelled.  She contacted WGL Energy and asked that we reinstate her contract.  A copy of this recording is attached for your review. 
 
Ms. [redacted] continued as a WGL Energy contract through April 2016.  At that time Ms. [redacted] working with the Maryland Public Service Commission reviewed the terms of Ms. [redacted]’ contracts, while we found no wrong doing we did allow Ms. [redacted] to cancel without fee due to a change in circumstances.  Her daughter had requested this change reporting that she was helping her parents manage their affairs.  The contact will end with the May 2016 meter reading. 
We hope this information has been helpful, please let us know if you have any additional questions.  Thank you
 
 
Documents forwarded:  Original enrollment, renewal signature cards, other signature cards and recordings.
 
Actions by WGES:  None
 
Investigation completed by:  Aileen P. C[redacted], Customer Care Manager, Washington Gas Energy Services, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I was told directly from the company representative that I only had three weeks to go on the contract.  I have now reported the company's dealings with the Public Service Commission in Pennsylvania. 
Regards,
[redacted]

February 25, 2015
Dear *** ***:The inquiry regarding the above
referenced customer was forwarded to my office for review.We made
contact to the customer and per our conversation. Customer pertains to the
Electric Utility when WGL Holding took the service as the...

supplier.
Unfortunately the complaint filed was made to *** *** which is the
distributor and supplier of the customer’s gas service. Customer
informed us that he will retract the case filed to *** *** and will make
necessary changes to direct his complaint to the Electric Utility Provider. For inquiries and
follow-up, the customer can reach us thru our customer service hotline at
###-###-####.Thank you for the
opportunity to review this matter for you.Sincerely, John DSpecialistConsumer Relations

January 8, 2016WGL Energy Services, Inc., Summary of Investigation Revdex.com [redacted]Revdex.com Investigator: [redacted], Account Coordinator Revdex.comCustomer Name: [redacted]Address:  [redacted] Baltimore, MD,...

[redacted]Investigation Summary:  Enrollment and Contract ProcessCustomer Account Number: [redacted] Natural gas and Electricity: [redacted] / [redacted]Thank you for this opportunity to address [redacted]’ concerns.  [redacted] enrolled into the WGL Energy electric contract in 2009.  At the time of enrollment she was provided a copy of the contract, the price, term and all contract conditions.  In her enrollment she reported that the sales agent had reviewed the contract with her including the cancel fee process.  Each year at renewal she was offered many options including those without cancel fees.  She continued to select the cancel fee options.  After she completed the enrollment WGL Energy sent her a new confirmation letter and provided her a ten day rescission period.  This process was repeated later when she enrolled her second account.  After she completed the WGL Energy enrollment process she was contacted by Baltimore Gas and Electric and they too provided her a rescission period to review the contract and determine if the conditions were right for her energy needs.  She completed both periods without issue and enrolled.  Each year [redacted] was offered renewal options.  Among these was the option to cancel without fee, or to select a contract that does not carry cancel fees.  [redacted] selected to continue in the fixed program which does carry cancel fee.  Please keep in mind that when a customer signs a contract for energy supply with WGL Energy at a guaranteed price and term, WGL Energy purchases that entire quantity of supply from its wholesale suppliers on behalf of the customer for the term of the contract. WGL Energy is obligated to not only honor its supply commitments to its customers but also payments to its wholesale suppliers.  WGL Energy sets termination fees to cover potential losses should a customer breach their contract before the term is complete.  WGL Energy is always ready to work with our customers.  I have noted [redacted]’ account and she can contact the customer care center.  We will work with her to resolve this issue.  We offer many options to avoid cancel fees.  To contact the WGL Energy customer care center please call us toll free Monday – Friday 7 am to 7 pm or Saturday 8 am to 4 pm at ###-###-####.Summary of actions:Documents forwarded:  None Actions by WGL Energy:  Provide options to the cancel fee or negotiate the fee Investigation completed by:  Aileen *. C[redacted] Customer Care Manager, WGL Energy

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
 
This is a clear case of bait & switch. The sales representative [redacted] specifically informed me that it was a FIXED price as I would not have taken his offer if it was otherwise. **. [redacted] handed me the phone to verify information and told me it was just to varify the fixed rate promotion and to answer 'yes' to the questions. I do not like being deceived. I have a written form where **. [redacted] indicated a rate of 7.6kwh for a 12 month term (attached). This was faxed to [redacted] on 2/6 as requested.
Regards,
[redacted] & [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:We were never made aware of or communicated with about any remittance period what so ever. Your company emulates [redacted] and your customer s er vice representatived state that you are not leaving [redacted]. They said we were simply being offered a fixed rate. We were absolutely lied to and your company continues to lie about communications that never took place.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I called and spoke with a customer service rep who lied about the company being a part of [redacted] and was also lied to about the affect of the contract on my current budget plan that was in place. I have also taken this issue up with [redacted] who has received several complaints about the same issues and have established a team who are investigating and helping to deal with complaints regarding this company.
I also never canceled my contract with WGES. I called to inquire about the cancellation fee but never canceled the contract. Another example of the inability of your customer service team to relay accurate information.
I will get a lawyer involved if I have to and will not pay any cancellation fees for a contract I never cancelled.
Regards,
[redacted]

March10, 2014
Washington Gas Energy
Services, Inc. (WGES) Summary of Investigation for Revdex.com Case
number [redacted] updated.     
Revdex.com:  [redacted], Revdex.com (Revdex.com),
Trade Practice Consultant
Customer Name: [redacted]
Address:  [redacted]
Investigation Summary:  Customer cancelled early
[redacted] Electricity: [redacted]
Summary Details:
As noted WGES provided a copy of the
completed verification recordings in which **. [redacted] confirms that she has
received and approved of the contract terms including the cancel fee.
WGES is sorry to lose **. [redacted] as a
customer we work hard to ensure that customers have a clear understanding of
our contracts, terms, prices and all conditions.  We communicate during and after enrollment to
ensure that customers have a clear and complete understanding of the
contract.  We provide a recession process
that enables the customer time to review the contract completely and cancel if
they wish prior to enrollment.  Once
enrolled we continue to engage the customer with emission statements,
notifications and energy tips,  When a
customer changes their mind we offer them options to avoid cancel fees.
We would be pleased to welcome her back to
complete the contract term and eliminate the cancel fee.  She can exercise this option by calling the WGES
customer care team toll free Monday – Friday 7 am to 7 pm or Saturday 8 am to 4
pm at ###-###-####. 
Documents
forwarded:  None
Actions
by WGES:  Provided customer reinstatement
Investigation completed by:  Aileen P. Cannon,
Customer Care Manager, Washington Gas Energy Services, Inc.

March 4, 2016WGL Energy Services, Inc., Summary of Investigation Revdex.com [redacted]Revdex.com Investigator: [redacted], Account Coordinator Revdex.comCustomer Name: [redacted]Address:  [redacted], Capitol Heights, MD,...

20743-2003Investigation Summary:  Enrollment and Contract ProcessCustomer Account Number: WGM Natural gas and PEM ElectricityThank you for this opportunity to address Ms. [redacted]’ concerns.  WGL Energy was sorry to hear that cancelled her current contracts.  As requested WGL Energy is providing her copies of her signed electric enrollment and her recorded natural gas enrollment we have attached them to this complaint.  Each year Ms. [redacted] was offered renewal options.  Among these was the option to cancel without fee, or to select a contract that does not carry cancel fees.  Ms. [redacted] selected to continue in the fixed program which does carry cancel fee.  Please keep in mind that when a customer signs a contract for energy supply with WGL Energy at a guaranteed price and term, WGL Energy purchases that entire quantity of supply from its wholesale suppliers on behalf of the customer for the term of the contract. WGL Energy is obligated to not only honor its supply commitments to its customers but also payments to its wholesale suppliers.  WGL Energy sets termination fees to cover potential losses should a customer breach their contract before the term is complete.  WGL Energy is always ready to work with our customers.  Please have Ms. [redacted] contact WGL Energy to review her options.  Thank you for your attention to these matters. Summary of actions:Documents forwarded:  three signed electricity enrollments and a recorded natural gas enrollmentActions by WGL Energy:  Provide options to the cancel fee or negotiate the fee Investigation completed by:  Aileen P. C[redacted], Customer Care Manager, WGL Energy

May
27, 2014
Washington Gas Energy Services, Inc. (WGES) Summary of
Investigation the Washington Revdex.com: [redacted]
Revdex.com Representative: David Dennis,
Consumer Specialist, DC Revdex.com
Customer Name: [redacted]
Address:  [redacted],
[redacted], [redacted]
Investigation Summary:  Changes to the variable rate due to the
weather
WGES Account Number:  [redacted]
Summary Details:
On June 1, 2013, **.
[redacted] enrolled into the WGES variable rate electric program. Copies of this
recording are available upon request.  During
the enrollment verification, **. [redacted] confirmed that he reviewed the
contract terms and conditions with the sales agent and he recorded [redacted] his
confirmation number on the brochure for his record.
After the complete
review of the contract, the agent reminded **. [redacted] that a second call was
necessary to continue the enrollment and when the second agent called to verify
the sale, they asked if the sales person had left, only after [redacted]. [redacted]
confirmed did they continue the verification. 
These safeguards are taken to ensure that the customer can cancel at
enrollment without issue if they feel that the contract does not meet their
energy needs.
When
the verification enrollment request arrives at WGES for processing, WGES
forwards a copy of the contract including the price, terms and all conditions to
the customer.  Each letter is mailed with
first class, return guaranteed postage to ensure prompt delivery.  After the rescission period is, completed
WGES forwards the enrollment to the utility that also provides the customer a
second notice and rescission period. 
When both rescission periods have passed without cancellation, the
contract enrolled.  
In
January 2014, a number of news services began reporting the increases in the
price of electricity due to the extended colder than normal weather.  WGES notified all variable price customers
through letters and emails about the changes and offered them fixed prices to
ensure that they would not be impacted by these higher prices.  Customers could not only fix the current rate
but WGES would re-bill the higher month charges saving the customers from the
increase in the variable price.  **. [redacted]
received these notices but did not enroll in the program.  He did cancel his service at no charge and returned
to utility service with his March 31, 2014 meter reading.     
Because
**. [redacted]’s business is important to us, WGES took unprecedented measures to
contact him and all variable rate customers offer them options and working with
them to mitigate the impact of these price changes.  During these periods, we did not forward the
full impact of the market changes providing our customers lower variable rates
than the market required.  While we are
always looking for ways to improve, some events are beyond our control.  We will continue to work with our customers to
offer solutions and options so they can better manage energy budgets. 
 
Documents: contract copies available upon request
 
Actions by WGES:  None
 
Investigation completed by:  [redacted], Customer Care Manager,
Washington Gas Energy Services, Inc.

May 24, 2014
 
Washington Gas Energy
Services, Inc. (WGES) Summary of Investigation for Revdex.com Case
number [redacted]
 
Revdex.com:  [redacted], Revdex.com (Revdex.com),
Trade Practice Consultant
Customer Name: [redacted]
[redacted]
Address:  [redacted], VA [redacted]
Account
Number: WGV BB account [redacted] / [redacted]
Investigation Summary:  Customer confused WGES with [redacted]
 
Customer Issue: 
 
**. [redacted] enrolled into the WGES blanket
bill program with her signed enrollment request on 4/11/2014.  After the enrollment was forwarded to the
utility Washington Gas they contacted **. [redacted] by mail and reported to her
that she had selected a marketer for her natural gas supply.  They provided her a review period in which
she can cancel prior to service start without fee by calling them at the number
provided on the Washington Gas letter.      
 
On 5/15/2014 at 2:30 pm **. [redacted]
contacted WGES customer care and spoke with our agent.  She indicated that she did not understand
that the account was with a marketer, she thought that the account was a budget
bill from the utility.
 
The WGES agent explained that under the WGES
blanket bill all of the customers charges for natural gas are pulled into one
monthly bill at the fixed amount for a twenty four month term.  **. [redacted] bill cannot change regardless of
weather or market conditions.  Unlike the
utility budget bill the WGES blanket bill which never has a true up.  At the end of the term **. [redacted] would be
offered a new contract and she could choose to remain a blanket bill customer
or switch back to the utility or enroll with another marketer. 
 
**. [redacted] reported that she had made a
mistake and did not want to change from the utility.  The agent reported that she should call the
utility.  WGES would cancel her account
but she may have one month of charges.  If
the utility is unable to cancel at this date and retune her to their service
she would have one month of full charges and WGES would cancel her account returning
her to utility service without fee.      
 
Documents
forwarded:  signed enrollment
 
Actions
by WGES:  none
 
Investigation completed by:  [redacted],
Customer Care Manager, Washington Gas Energy Services, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I noticed that WGES avoided addressing any of the contentions of my last response:
1.  A renewal of the original contract is not guaranteed -- the contract reads "If WGES chooses to renew".  This means that if I don't receive a renewal offer from them, it is assumed that they chose not to renew the original contract.  If WGES had phrased the original contract differently to state that a second contract was guaranteed to automatically renew the first, we wouldn't be having this argument and I would happily fulfill a second agreement.  But, the original contract says "If..." -- I've heard no argument refuting this.
2. & 3.  I did not receive the renewal contract offer from WGES.  The burden of proof lies with WGES:  it is impossible for a potential recipient to prove that they didn't receive a letter, but it is possible for a sender to prove that a recipient received a letter -- it's called delivery confirmation.  This is something that WGES opted to avoid paying for when sending such an important document... not my fault.  They instead chose the cheapest option and lied about the cost to make it seem they were making an effort for their customers.  I have seen no proof that WGES sent or that I received a letter in October for a renewal contract.  I upheld my end of the first contract and never entered into a second one.
4. & 5.  I'm still patiently waiting to hear the recorded phone call where I declined options to avoid the cancel fee.  This actually isn't something that was entitled to me under the contract, but I'm pointing out that WGES lied about this to make it seem as though they'd been making an effort.  It's a silly thing to lose credibility over, why wouldn't they just admit that they've made no effort to compromise up to that point.  To make things worse, their first (and only) offer to compromise was just smoke & mirrors with a fee that would likely pad their pockets even more.
It seems that we are at an impasse.  I successfully finished out the terms of the original contract until it expired and I never agreed to a second contract because I never received one.  I didn't sign anything for a second contract.  I didn't verbally agree to anything for a second contract.  I never went online to digitally agree to anything for a second contract.  I didn't even know a second contract existed until after WGES claimed I was already in it.  I disagree that the second contract is legally enforceable for these aforementioned reasons and the fact that the terms of the first contract do not guarantee a second one.  I plan to avoid breaching any contracts that I'm in with WGES, but as far as I'm concerned we had one contract and it expired without breach. 
Regards,
[redacted]

February 11, 2014
Washington Gas Energy
Services, Inc. (WGES) Summary of Investigation for Revdex.com Case
number [redacted] updated
Revdex.com:  David Dennis, Revdex.com (Revdex.com),
Trade Practice Consultant
Customer Name: [redacted] and [redacted]
Address:  [redacted], PA [redacted]
Investigation Summary:  Customer disputes VR sale
PCO Electricity: [redacted]
Summary Details:
WGES disagrees with **. [redacted].  The contract that he selected provided a
clear review of all the contract conditions. 
At enrollment he preferred the variable rate contract and remained in a
market price product. 
To ensure that he understood the contract WGES
sent a second copy by mail with a welcome letter explaining the contract and
providing him a rescission period.  In
each copy of the contract the complete contract details were provided. While
none of this is required, WGES feels it is important to give customers time to
review all of their options and make an informed decision. 
Now that weather conditions are combining to
make this contract less attractive, WGES is offering the [redacted]’ a fixed price
contract which includes the same contract terms but a new, fixed price which in
this time of high electric cost may save them money over their current
selection.
While no one knows where energy prices are
going WGES customers have the best of both options.  If they choose to remain variable they can move
to a WGES fixed rate contract if market conditions suggest the fixed as a
better price option or they can cancel without any obligation and select a new
supplier.
If they choose the fixed price contract their
price is secured for the term and if market prices drop WGES will work with the
new market prices to see if we can save them money over their original fixed
contract.  With each of these new options
WGES provides the customer a review of the new offer, what they can expect for
savings and the additional cost. 
Customers can then manage their energy budgets and make decisions as
market price change. 
WGES makes every effort to provide our
customers information prior to contract activation and once they are a customer
we continue to work to provide them information, options and support to help them
manage their energy budgets.

Check fields!

Write a review of WGL Energy Services, Inc.

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

WGL Energy Services, Inc. Rating

Overall satisfaction rating

Description: Energy Service Companies, Energy Management & Conservation Consultant, Natural Gas Companies

Address: 13865 Sunrise Valley Dr  Ste 200, Herndon, Virginia, United States, 20171

Phone:

Show more...

Web:

www.wges.com

This site can’t be reached

Shady, yet now dead: once upon a time this website was reported to be associated with WGL Energy Services, Inc., but after several inspections we’ve come to the conclusion that this domain is no longer active.



Add contact information for WGL Energy Services, Inc.

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated