WGL 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:  The property that is in discussion is a SECONDARY home. I do not live there. However,  I changed my address well before August with [redacted] Power. The mailing address is the residence that I sold on June 20.
WGES can also listen to the recordings whereupon they agreed to terminate out of the kindness of their heart. I noted my dispute because they had my "new" mailing address at some point, however, they recorded it incorrectly and therefore my mail did not make it to me.  Without listing my address on here, it was something like this:  My street number is [redacted] and they incorrectly noted it as **.
So it seems to me like they could just ask [redacted] Power when I changed my mailing address, but as I said, I moved on June 20 and that coincided with mail they sent to me.  I have proof of the June 20 date too.
Regards,
[redacted]

March 19, 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:  43 4th St, Slatington, PA,
18080-1702 
Investigation Summary:  Customer cancelled early
[redacted] Electricity: [redacted]
Summary Details:
Thank you for your comments.  As noted in our previous replies to **.
[redacted] questions her account enrolled only after she completed three
independent steps. She responded to each question with an affirmative response.
Each of these comprehensive steps provide the customer with a review of the
contract and time to ask questions, review the contract issues or stop the
process if they decide that the contact does not meet their energy needs. 
These procedures exceed the enrollment
requirements for service providers and they do add to our cost but they also
ensure that customers are making an informed decision.  The steps are as follows:
1.    
An
independent verification agent completed a review of the contract and the services.
The agent posed questions to **. [redacted] and only after receiving a positive
response after each aspect of the contract was called out the contract
enrolled. 
2.    
A
second call was completed by a verification agent independent of the sales
activity to ensure that the customer has made an informed decision
3.    
A
follow up letter containing the contract, price, term and all of the contract
conditions including a recession period was delivered to **. [redacted] a few
days after enrollment providing her additional time to review her options and
the ability to cancel without fee.
After these comprehensive steps finalized the
contract engaged and the customer began service with WGES.  As we noted 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 not only honor its
supply commitments to its customers but also payments to its wholesale
suppliers.  WGES sets termination fees to cover potential losses should a
customer breach their contract before the term is complete. The lost time on
**. [redacted] contract constituted about two months of service and WGES
remained responsible for these charges. 
I hope this information has been helpful,
please contact the WGES customer care center and they will help you resolve the
cancel fee issue and close your account. You can reach them toll free Monday –
Friday 7 am to 7 pm or Saturday 8 am to 4 pm at ###-###-####.  Thank you
Documents
forwarded:  None
Actions
by WGES:  Provided customer reinstatement
Investigation completed by:  [redacted],
Customer Care Manager, Washington Gas Energy Services, Inc.

From: C[redacted], Aileen
font-family: arial, sans-serif;"><[redacted]@wges.com>Date: Fri, Dec 12, 2014 at 10:55 AMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted]. [redacted]; Account Number [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>
 
December 12, 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], Enola, PA [redacted]
Account Number: PPL [redacted]
Investigation Summary:  Cancel fee issue
Customer Issue: 
[redacted] enrolled into the WGES natural gas and electric service in 2012.  She renewed her electric service in 2014 with a “WGES Special price”.  A copy of her confirmation letter is attached.
At renewal in 2013 her natural gas account moved to the variable rate program as per the terms of her original contract.  She remains active in that contract at this time.  Variable rate contracts do not carry cancel fees.  [redacted] can cancel that service at anytime by calling the WGES customer care center toll free Monday – Friday 7 am to 7 pm or Saturday 8 am to 4 pm except holidays at ###-###-####.
WGES provides renewing fixed rate customers a review period for the new contract that begins sixty days prior to the end of the old contract.  During this time you can cancel without fee.  [redacted]’ contract is scheduled to end on 12/19/14 with the final meter reading.  Because she is within the renewal cycle beginning 12/15/14 WGES will release her without fee.  The account will close with the final reading on 12/19/2014.  These charges will list on her January 2015 bill. 
Please contact the WGES customer care center if you have any questions.  Thank you

They send you a notice in the mail that asks to renew your service. If you do nothing, you're locked in for a period. To get out costs you $150.
Well with the rate they charge, it was cheaper to pay $150 and keep the new service provider. My new provider (C[redacted]) allows me to cancel at any time without penalty. Now THAT'S customer service!
I will never, ever use WGL Energy as my electricity provider. I don't care if they charge 1 penny per kilowatt. They are not customer friendly and deceptive.

August
25, 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]
Investigation Summary: 
Utility budget true up
WGES Account Number:  WGM / APM [redacted] / [redacted]
 
Summary:
[redacted] is concerned about his budget true up through the utility.  [redacted] enrolled in the utility (WGL) natural gas budget
program in September 2013 a few months before his WGES enrollment on December
21, 2013.
Natural gas budgets are calculation, payments set and true ups
processed based on the utility rules only. 
WGES does not offer a natural gas budget program but we do allow the
customer to participate in the utility program. 
The budget is set up and managed between the customer and the
utility. 
Each utility determines their business rules for managing budgets.  It is the customers’ responsibility to
review, understand and manage their budgets with their utility partner. 
[redacted] budget was recalculated by the utility and not
WGES.  The utility states, “Adjustments may be made for Maryland and Virginia accounts
during the year.  While natural gas prices remain near historic lows, some customers are
noticing increases in their monthly budget bills and more frequent re-calculations
this summer.  These changes may be the result
of last year’s winter. While budget bill amounts are determined based on normal
winter weather expectations, utilities do review the budget each quarter.  If the account is significant over or under
collect the utility, will true up and reset the customers’ budget amount. Customers
can manage this process by focusing on the budget balance statements listed
each month on their bills.  When the
budget under collected meets the maximum allowed the utility will true up the
budget.      
[redacted] cancelled his service with his final bill in April
2014.  The account is closed at this
time.  If [redacted] has other
questions about the budget process, he will need to contact the local
utility.  He can reach Washington Gas at
###-###-#### or www.washgas.com.  Thank you for your attention to these
matters. 
Documents: none  
 
Actions by WGES:  none
 
Investigation
completed by:  Aileen *. C[redacted], Customer Care Manager,
Washington Gas Energy Services, Inc.

May
28, 2014
 
Washington Gas Energy Services, Inc. (WGES) Summary of
Investigation the Washington Revdex.com: [redacted] updated
Revdex.com Representative: [redacted],
Consumer Specialist, DC Revdex.com
Customer Name: [redacted]
Address:  [redacted], PA, [redacted]
Investigation Summary:  Cancel contract prior to end of term
WGES Account Number:  [redacted]
 
Summary Details:
WGES
records every call for quality assurance purposes.  An auto review process links the call to our
review system and ensures that agents receive feedback on each call.  The tone, call outcome, options offered and follow
up necessary to help the customer resolve the issues become part of our problem
resolution process.  Each item is noted
and measured to ensure the correct outcome. 
  
**.
[redacted] contacted WGES customer care center on March 18, 2014 at 7:36 am and
spoke to [redacted], WGES Team Lead and Trainer.  [redacted] completed the review of the
contract and was reviewing the options open to [redacted] when the call
disconnected. 
The
weather conditions that affected all customers this past winter were difficult
and many electric customers in the Mid Atlantic region reported energy bills
far higher than they had ever experienced. 
WGES worked with each customer to develop options that matched their
energy needs. The key to resolving these issues is the ability to work with the
customer to identify what we can offer that ensures the correct outcome. 
WGES
regrets the fact that we did not have this discussion with **. [redacted].  We would welcome her back as a fixed or
variable rate customer.  We can review
with her current fixed prices and offer her a discount over our current
prices. 
We
are certain that working together we can offer her options for managing her energy
budget and improving the next year’s outcome. 
Thank you for your attention to these matters, please call the customer
care center to review these options.  You
can reach WGES toll free Monday – Friday 7 am to 7 pm or Saturday 8 am to 4 pm
at [redacted].  We look forward to
hearing from you.
Documents: contract copies available upon request
 
Actions by WGES:  None
 
Investigation completed by:  [redacted], Customer Care Manager,
Washington Gas Energy Services, Inc.

March 12, 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]
Address:  43 4th St, Slatington, PA,
18080-1702 
Investigation Summary:  Customer cancelled early
[redacted] Electricity: [redacted]
Summary Details:
Thank you for your comments, your business is
important to WGES.  To ensure that
customers understand the contract we review the program, leave behind a
brochure with full contract details, enroll the verification using a third
party, independent company that outlines the contract and reviews the contract
issues to ensure that the customer has a clear understanding.  Then we add a second call back and confirm
that the sales agent has left the premises to provide the customer a second
option to cancel if they do now wish to enroll.
WGES then provides a letter listing the
contract price, term and all the conditions including a recession period to
ensure that the customer has made an informed decision.  Only the account holder and spouse are
approved to engage in service contracts with WGES.  While these procedures go well beyond the
enrollment requirements for service contracts WGES feels strongly that these
additional safeguards are critical to ensure that the customer is actively
engaged in the contract process. 
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.
WGES is willing to negotiate the cancel fee
with **. [redacted] she should call the WGES customer care team toll free
Monday – Friday 7 am to 7 pm or Saturday 8 am to 4 pm at ###-###-#### and ask
the agents for help in resolving the contract issues.    
Documents
forwarded:  None
Actions
by WGES:  Provided customer reinstatement
Investigation completed by:  [redacted],
Customer Care Manager, Washington Gas Energy Services, Inc.

May
9, 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], PA, [redacted]
Investigation Summary:  Cancel contract prior to end of term
WGES Account Number:  [redacted]
 
Summary Details:
**. [redacted] enrolled
into the WGES [redacted] fixed price electricity program on 2/9/2012 at 4:46 pm.  During the recorded verification, **. [redacted]
noted that she had received a copy of the contract, terms, conditions and price.  She reported that the sales agent reviewed the
contract terms, price, renewal and cancel fee clauses with her and she
understood.  She retained for her records
a complete copy of the contract and all of the contract conditions.  WGES provided her a second copy by mail and
notified her that the contract carried a rescission period for contract review.  After completing that rescission period without
cancellation the contract enrolled.  The
utility also provided a rescission period upon receipt of the WGES
request.  Once enrolled **. [redacted] received
WGES service and her contract renewed.
January
2013, WGES sent **. Hill her renewal contract offering her the ability to select
the same one-year, fixed term contract to replace her current contract, or she
could cancel, return to utility service or renew as a variable customer going
month to month, as she reviewed her options.
**.
[redacted] became a variable rate customer.   WGES confirmed the change by mail and the
utility noted it on the next bill with the replacement of the fixed price. The
renewal requirements for Pennsylvania require the marketer to provide auto renewal
options that do not penalize the customer for changes to the contract prior to
the end of term.  Therefore, WGES can
only auto renew customers with variable offers but customers can select any
program or cancel.  If the customer does
not select an option and does not cancel, they are renewed into the variable rate
program per the ter** of their contract. 
In
January 2014 a number of news services in paper, on radio and on the WEB 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.  **. [redacted] did not respond to
those letters. 
WGES
notified all variable customers and we worked with each one developing the
options best fitted to their energy budget. 
We would be pleased to have **. [redacted] return.  We can offer her an enrollment incentive for
our fixed contract as a $25 [redacted] gift card once the contract reaches ninety
days.  We look forward to hearing from
her.  Please call the WGES customer Center
toll free Monday – Friday 7 am to 7 pm or Saturday 8 am to 4 pm except holidays
at-[redacted].  Thank you for your
consideration. 
 
Documents: contract copies available upon request
 
Actions by WGES:  None
 
Investigation completed by:  [redacted], Customer Care Manager,
Washington Gas Energy Services, Inc.

April 18, 2014
 
Washington Gas Energy
Services, Inc. (WGES) Summary of Investigation for Revdex.com Case
number 9977025
 
Revdex.com:  David Dennis, Revdex.com (Revdex.com),
Trade Practice Consultant
Customer Name: [redacted]
Address:  [redacted]
Investigation Summary:  Enrollment Issue
Account Number:  MET: [redacted]
 
Summary Details:
**. [redacted] enrolled his electric accounts
with Washington Gas Energy Services, Inc. (WGES) on 4/12/2012.  A copy of his recorded verification is
attached.
 
**. [redacted] submitted two accounts the
account ending in [redacted] rejected when the utility reported that the service was
not commercial but residential.  WGES
contacted **. [redacted] by phone and letter explaining the rejection and
offering him options.
 
The [redacted] account enrolled. WGES sent **.
[redacted] a complete contract following the enrollment and provided him a
rescission period and after completing that period WGES enrolled his account
and provided him a welcome letter. 
 
During the recorded enrollment the sales
agent provided **. [redacted] a brochure with the contract price, term and all
conditions during the recorded verification **. [redacted] confirmed that he read
and understood all the contract provisions and would retain the brochure for
his records.  A second verification was
completed after the sales agent left the home and once more **. [redacted]
accepted the contract and all of the contract conditions.
 
**. [redacted]’ service renewed in 2013 at a
variable rate with no early cancel fee in January 2014 WGES notified all
variable rate customer that due to the high demand created by the extended
winter weather electric prices were climbing to all time highs.  Customers on variable rates should consider
moving to a set price contract or risk much higher electric bills.
 
On March 14, 2014 **. [redacted] contacted WGES
customer care and selected the fixed rate offer.  The enrollment was recorded as a matter of
record. Later that day at 3:21 pm **. [redacted] called WGES back because he
received his current bill.  The agent
explained that WGES had notified him in January reporting that the variable
price program was facing much higher prices but he had not contacted us until
March 14, 2014 two months after our notice was mailed to customers.  She explained that his new offer was a fixed
price and it would save him money over the old contract price.  **. [redacted] decided to cancel.   
 
The agent processed his request but warned
him that the new contract was now in place and would not close for a full bill
cycle.  WGES charges would be in place
through his April 2014 meter reading. 
His account would return to utility service with the May 2014 bill.   
 
The
charges **. [redacted] reports are correct and will remain in place due to the
notification in January about the issues with variable rate contracts.  WGES will remove the charges following for month
at $90.60.  This was the first billed
under the new fixed price contract.  The
early cancellation of that contract did carry a cancel fee of $150.00.  WGES will also remove the cancel fee. 
 
WGES
understands that the variable rate contract prices changed; we worked hard to
get the word out to all of our customers. When customers did contact us we
changed the contract price promptly to help the customer avoid a new bill at
the higher variable price.  When **.
[redacted] changed his mind, we processed that change promptly but since his
account had enrolled hours early the cancellation would have to wait for the
following cycle. 
 
WGES
is always sorry to lose a customer.  We
appreciate **. [redacted] business and we work hard to offer value to all of our
customers.  While I find that WGES took
every precaution and worked with **. [redacted] to resolve his issues I will
remove the fixed price contract charges from his account.  The first month charges were $90.60 and the
cancel fee is $150.00 a total correction of $240.60 has applied to his
account.  The $90.60 will be removed from
his account or a refund will be provided, these options will be provided to the
utility and they will let WGES know if they can remove the charges or if we
should refund the amount to **. [redacted]. 
The cancel fee will be removed and WGES will not send him an invoice for
the fee as required by his new contract.
 
Thank
you for your attention to these matters if you have other questions please contact
me.
 
 
Documents
forwarded:  contracts
 
Actions
by WGES:  remove one month charges and cancel fee
 
Investigation completed by:  Aileen P. Cannon,
Customer Care Manager, Washington Gas Energy Services, Inc.

August
19, 2014
 
Washington Gas Energy Services, Inc. (WGES) Summary of
Investigation the Washington Revdex.com: 10180237
 
Revdex.com Representative: [redacted], Consumer Specialist, DC
Revdex.com
Customer Name: **. and [redacted]. [redacted]
Address:  [redacted], VA [redacted]
Investigation Summary: 
Enrollment into the WGES fixed rate contract
WGES Account Number:  WGV account number [redacted]
 
Summary:
WGES
is a deregulated, licensed supplier of natural gas, operating in the Mid
Atlantic region.  WGES can take advantage
of market opportunities that are not available to the regulated traditional
utility company. These opportunities enable WGES to create innovative gas
offerings such as 12-month contracts with fixed gas rates, wholesale gas
pricing and the flat-payment Blanket Bill. Customers can benefit from these
offerings in ter** of savings and price stability.
 
WGES provides these opportunities to
customers through direct mail, web offerings and door-to-door sales
progra**.  **. [redacted] responded to a
direct mail offer and on April 15, 2014 at 3:53 pm, she enrolled her natural
gas service with WGES through a web site listed on a direct mail offer.  A sample of the direct mail offer letter has
been included for review.  The letter
list WGES in several places and provides the customer a full review of the
offer, price, term and all contract conditions. 
The sample is on two pages while the actual letter arrived as a one
page, two-sided letter directed to the [redacted] household.   
 
Details:
At enrollment, **. [redacted] provided her
account information, responded to questions and confirmed that she read and
understood the contract, conditions and pricing.  Once enrolled the utility [redacted]
provided **. [redacted] a post card notice of her selection of WGES as her
energy supplier and provided her a rescission period to review the offer and
decline by notifying the utility.  After
she completed the rescission, term without cancellation **. [redacted] was
enrolled in the WGES fixed rate natural gas contract as she requested.  WGES sent **. [redacted] a complete copy of
the contract and a welcome letter, also providing her an additional rescission
period, she enrolled and service began.  I
have attached a copy of the WGES welcome letter.  
 
The WGES fixed rate natural
gas contract provides customers with a known, budgeted cost for the full term
of the contract.  WGES guarantees that
the rate will not change during the term of the contract while the utility gas
rate changes monthly.  The WGES fixed
rate, natural gas contract provides customer certainty and a known budgeted
amount.  While seasonal changes can still
cause spikes, the fixed rate eliminates the concern that weather conditions will
affect the price of natural gas.  On
8/15/2014 at 4:17 pm, **. [redacted] contacted WGES and cancelled her service.
 
During the cancellation,
call to WGES the WGES agent spoke with **. [redacted] along with the supervisor
and they explained 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 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.
 
While we are sorry to lose **. [redacted] as a
customer, we did provide her a complete review of the contract along with the
early cancellation process and fees.  The
WGES customer care agent and supervisor all noted that **. [redacted]’ business
is important to WGES.  They reminded her
of the contract letter and the offer that she selected in April.  They offered her the ability to complete her
contact and cancel at contract end eliminating the cancel fee.  **. [redacted] declined and ended the contract
with the cancel fee of $440.00. 
 
WGES can offer **. [redacted] the ability to eliminate
the cancel fee by reinstating her account. 
If she wishes to take advantage of this offer, which expires on
8/29/2014 at 4 pm, she can contact the WGES customer care center.  The center is available Monday - Friday 7 am
to 7 pm or Saturday 8 am to 4 pm except holidays at [redacted].  Any agent can help her reinstate her contract
prior to the offer expiration date. 
 
WGES is careful to offer customers complete
information through the direct mail offer and at our web site, once the
customer applies the web site requires that the customer confirm that they have
read and understand the contract and we provide a recession period.  Once the recession period is completed, we
provide two welcome / confirmation letters. 
Customers can cancel at any point along this six-week enrollment period
without fee but once enrolled, WGES is responsible for the energy for the full
term of the contract and a cancel fee will be charged for early termination. 
 
We hope this information has been helpful, thank
you for your consideration of these options. 
We look forward to hearing from you. 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Documents: Enrollment Letter sample, confirmation letter
with contract details
 
Actions by WGES:  Offer to reinstate and avoid cancel fee
 
Investigation
completed by:  Aileen P. Cannon, 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:
WGES did NOT inform me that they will be my new supplier.  If they REALLY wanted to notify me, they would have sent me documentation that requires my signature upon receipt.  They do that when they are looking for customers who havent paid their bills, why not do the same to notify them that they are "stealing" these accounts without their consent?  Convenience, that's why.  WGES pick and choose ways to contact customers.
Secondly, when WGES "stole" my account without my knowledge, they charged me THE HIGHEST my bill has ever been in SEVEN years.  My billing history will show that my bill was on average, no more than $20.00 a month.  I lived in a one bedroom apartment with energy saving appliances.  Under WGES beginning around November 2013, suddenly my bill is $50 - $60 a month and this is even after I have moved out on 7 June, 2014 and not using the services they claim to be charging me.  Ridiculous!  I called [redacted], they blamed WGES.  I called WGES and they blamed [redacted].  Meantime, I am stuck with an OUTRAGEOUS bill and these two companies dont want to review the charges they are trying to STEAL from me.
Thirdly, when I called WGES, why didnt the representative give me her employee ID number when I asked her?  That sure sounds suspicious to me, like she had something to hide.  Why wasnt this addressed?  Fix my bill and take off your outrageous charges.  I dont know who WGES is and I never authorized them to be my supplier and I was never notified that they would be.  STOP STEALING MY MONEY!Regards,[redacted]

Review: Complaint taken over the telephone by Revdex.com staff (CH).

Account Number: [redacted]

Consumer has contacted company regarding billing of over $300.00 for suite # [redacted]. Consumer claims has never agreed to have this company supply his building with electrical service.

[redacted] is the only electric provider for present and past for suite #[redacted]. The company stated service will discontinue on April 1, 2014. However, consumer wants explanation of how he is getting a bill for electric service and has and pays another provider [redacted]Desired Settlement: Consider bill paid in full and and no further contact from the company. Explanation of billing error.

Business

Response:

April 18, 2014

Review: This company sent sales representatives door to door in my neighborhood last year. After having rates explained and being showed that I could save a small amount with a fixed rate (which they explained to me as a rate that couldn't go up to prevent me from paying extra in the future) I declined. I told the representative that I don't agree to things that I have not researched myself. The representative was very pushy and explained that there was no commitment. There was nothing keeping me from changing suppliers at anytime, because the law stated I have the right to change suppliers anytime I choose. I reluctantly agreed to sign up (figuring since I could change at anytime, if I found something dishonest, that there was no risk). Here we are this year. I found a rate 33% cheaper so I (bill is in my wife's name [redacted]) switched. We get a cancellation fee bill of $150. We call and talked to multiple different people. Everyone is rude and refuses to help, stating there is nothing we can do about the fee. They have a recording of me saying I understand the terms and conditions and cancellation policy, however I did not realize I was receiving false information from the representative that explained this to me(and continued to talk to me and distract me while I was on the phone with the WGES person setting up the service). I feel they are tricking people into contracts. I was given inaccurate information. They hid the cancellation fee from me. They did not give me any paperwork at time of signup. They told me all information I would need would be on my next energy and gas bill. We finally after many long phone calls and hold times, got someone in high management to offer a lowered cancellation fee of $62.50. They told us that is the most they will do and we must pay it within three days of receiving the new bill or they will send it to collections. We have not received the new cancellation fee however I am going to pay it when it comes because I know it is nearly impossible to get things off your credit report(I am in the process of buying a house and applying for a loan).Desired Settlement: I want this company to never contact me again. This company needs some form of repercussion to discourage these manipulative practices. Assuming this is not resolved by the time I am forced to pay a cancellation fee to protect my credit, I want my $62.50 cancellation fee back.

Business

Response:

July 30, 2014

Review: Salesperson that came to the door told I was signing up for something that was completely different then what I actually signed up for, which in turn doubled my bill. Called to cancel the service and is now trying to charge me a ridiculously large cancellation fee, even though I tried to explain to them that I was told a different story when I signed up.Desired Settlement: For my service to be cancelled without the large cancellation cost.

Business

Response:

July 22, 2013

Review: A salesperson for WGES came to my door stating he was taking a "survey" in regards to extra charges on my [redacted] bills. I showed him the bill to see, and then he went into his sales pitch to switch over to WGES, which I stated I did not want to do, more than once. This was a few weeks ago. Today (July 12) I received two letters in the mail "congratulating" me for switching over to their gas/electric services. Are you kidding me? I definitely DID NOT agree to this. I promptly called the number to cancel, which [redacted] assured me would happen. I also stated that she should inform the higher ups that this is NOT an acceptable practice. Since when can you just sign someone up for services?Desired Settlement: I definitely want the cancellation I requested with a letter stating that it is adjusted and are looking into their "questionable" sales tactics. How many other people have they done this to?

Business

Response:

July 22, 2013

Review: I recently switched from washing gas to someone else at a lower rate ,now im getting harrassing phone calls from them almost everyday and now they want to charge me 150.00 cancellation fee ,never did they tell me I would have to pay a cancellation fee also when I first got them they said I would get a gift card after so many months that never happened I cant afford to pay them 150.00 each on gas and electric thats outrageous.im and I never received a hard copy of a contractDesired Settlement: not paying that outrageous cancellation fee and having them stop harrassing me with phone calls

Business

Response:

June

30, 2014

Review: I now understand that after your initial service contract with Washington Energy Services expires, if you do nothing you are "automatically" contracted to another 1-year agreement. I tried to switch service in early 2012 and was informed by Washington that my contract didn't expire until April 2012. I elected to stay with Washington, intending to switch after April. I didn't get around to that until November 2012. I then received a $150 bill from Washington Gas Energy Services for early contract termination. After trying unsuccessfully to get this charge elimanted I paid a settlement of $120 on 3/2 6/2013.Desired Settlement: I believe these terms are unfair and their information that "your contract doesn't expire until April 2012" at the time I initially tried to switch provider was incomplete and misleading. Their policy only allows termination without penalty one day of the year. If you notify them in advance to cancel you are stuck with them at whatever rate they determine for another year. I would like to have my $120 settlement fee refunded and see their policy changed.

Business

Response:

Review: I moved on June 20, 2014. I did not notify Washington gas, as I assumed they received my address directly from [redacted] Power, the company who sent me my electric invoices. On August 26, 2014, I received a letter from Washington Gas (forwarded from my previous address) that I was automatically renewed at 9.89 per kilowatt hour since I had not replied to their previous letter. This rate is higher than I could have purchased directly from [redacted] Power for approx. 8.50 per kwh. I immediately called Washington Gas. I had to speak to 3 different people as they were refusing to cancel this service without me paying the termination fee. I explained what had happened and that I had not received any mail from them due to my move until I received the Aug 26 letter. They told me they had sent the original letter on June 20 (the date I moved). I am assuming the mail was lost by the post office. They told me they had received my new address, but when they read it to me it was incorrect.

They did subsequently terminate me without charging me the fee. However, I would like a refund for the difference in KWH that I paid. I would like the difference refunded me from the "contract date" of August 2014 until their final bill in October 2014. At the time I originally signed up with them, their rates were much closer to [redacted] Power's.Desired Settlement: They did subsequently terminate me without charging me the fee. However, I would like a refund for the difference in KWH that I paid (9.89 vs. 8.50). I would like the difference refunded me from the "contract date" of August 2014 until their final bill in October 2014. At the time I originally signed up with them, their rates were much closer to [redacted] Power's.

Business

Response:

November 11, 2014

Washington Gas Energy Services, Inc. (WGES) Summary of Investigation the Washington [redacted]

Revdex.com Representative: [redacted], Consumer Specialist, DC Revdex.com

Customer Name: [redacted]

Address: [redacted], FLA [redacted]

Investigation Summary: Contract requirements for notification

WGES Account Number: CNM [redacted]

Summary:

[redacted] first enrolled into the WGES fixed price, electric program with 100% national wind on July 13, 2012. A copy of her recorded verification is attached for your review. To ensure that [redacted] understood the contract WGES mailed her a complete copy including price, terms and contract conditions. With this printed copy she was also provided a rescission period. A copy of the contract is attached for your review.

On 9/16/2014 [redacted] contacted WGES customer care and reported that she had moved to Florida and her account was to be cancelled. The agent notified [redacted] that the utility had not notified WGES about the move. [redacted] requested that WGES notified the utility and the agent explained that this type of communication cannot come from a supplier. [redacted] would have to contact [redacted] and work with them to ensure that her account cancelled correctly.

The agent and supervisor did confirm that as a courtesy WGES would cancel the contract without fee but we could not change the final billing without the utility notification. WGES did forward a request for information to the utility but we noted to [redacted] that the utility is under no obligation to speak to WGES on an account that is closed. Once a customer moves the utility does close the accounts with a notice of “final bill”. WGES had not received any notification from the utility that this account was final billed.

As requested we have asked the utility to review the notice [redacted] forwarded to them about her move and if they confirm that she was not living at that home beyond the August 2014 contract date and the utility failed to provide the correct notification they will remove the billing and provide [redacted] a credit for those two months under the 2014 contract.

Thank you for your attention to these matters if you have other questions please contact the WGES customer care center toll free Monday – Friday 7 am to 7 pm or Saturday 8 am to 4 pm at ###-###-####.

Documents: Original enrollment recording, contract and 2014 contract

Actions by WGES: Request to the local utility to review customer concerns on the final bill notice

Investigation completed by: Aileen *. C[redacted], Customer Care Manager, Washington Gas Energy Services, Inc.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: The property that is in discussion is a SECONDARY home. I do not live there. However, I changed my address well before August with [redacted] Power. The mailing address is the residence that I sold on June 20.

Review: I signed up for WGES supply services effective July 1, 2010. I was informed when I signed up that the commitment for this alternative energy supplier was one year after which I could cancel at any time with no penalty. I was assured that it would cost less and that was not the case. The cost has continuously increased. Effective January 6, 2014 my energy supply services will be with another company. WGES sent me a letter stating that I will be charged a $150 fee for canceling unless I returned as a customer. I called to resolve this situation with no success. I did not sign another contract after the initial one year. My services should have been month to month at that point. I never renewed a contract with them. They have no right to charge me for leaving after I was a faithful customer to them for over 2 years giving them every opportunity to live up to their end to provide an alternative energy supply for a reasonable fee and they did not.Desired Settlement: I would respectfully request that WGES withdraw their request for the $150 fee.

Business

Response:

January 11, 2014

Review: I signed up for this company couple years ago. The price is keep going up every year so I want to cancel it. When they send me the auto renew letter, I simply send it back and state that I do not want to renew the service. One month later, I receive a letter from them and it is stated that my contract has been renewed. I call them and express to them that I wish to cancel it and I sent them the cancellation notice. After hearing the word cancel, the customer service is very rude to me by using very rude tone and she said that we never receive anything and I have to pay $500 to cancel because my contract is just renewed. I explained to her that the mail can be lost and misplace and I never wish to continue because their price is keep getting increase. Finally, I asked her that I want to talk to her supervisor. After waiting for 15 minutes, finally I got to talk to her supervisor. He stated that I have to find the evident that the mail is being sent. I told him that it is impossible since I use their prepaid envelope. Then, he said that he want to investigate it and ask me to hold. Another 15 minutes pass, he came back and state that I have to wait more because he is working on it. Another 10 minutes pass, he said that he will call me back first thing in the morning because he need more time to investigate it. The next day, I wait until the afternoon and no one call so I call them. Another representative pick up so I explain her my situation, she raise her voice and said she cannot do anything about it because she never receive my letter. I told her that I was promised by the supervisor to call me in the morning so I want to talk to him. She simply said he cannot help me in any case, the only thing I can do is to stay with them or pay $500 for early termination. Then she said right away after that with the sentence "is there anything else I can do for you?" It leaves me wonder what have she done for me. I will stay away from this company and tell everyone about it.Desired Settlement: I want to cancel the service without any penalty. Since the contract is just renewed. I think the consumer should have the right to cancel it in a period of time. Mistake can happen with the mail, there is no way to prove who is right and wrong in this case. I think there should be 30 days grace period for any automatic renewal.

Business

Response:

August 15, 2013