WGL Energy Services, Inc.

Review: Be careful here with Washington Gas Energy Services! I got caught up in their "POLAR VORTEX".

Be careful here with Washington Gas Energy Services! I got caught up in their "POLAR VORTEX". Attending school and dealing with a family matter did not allow me to get this written sooner. This past summer (2013) a college age kid going door sold me the lower rate that Washington Gas was offering 8.3 cents per KWH. At the time I was paying 8.64 cents per KHW with [redacted], for electric service in [redacted], Pennsylvania. He made sure I knew the rate was an adjustable rate, he also assured me that even if the rate did change it would not go higher than [redacted]'s rate... Well the price changed, it went to 14.534 cents per KWH. On February 17, 2014, I received a written offer from Washington Gas Energy Services. Their offer was to provide me a fixed rate of 9.160 cents per KWH, retroactive to the time the rate changed... if I signed a contract through May 2015.

I called Washington Gas only to be told in so many words "too bad, so sad, like it or leave it". Angry like everyone else that got swindled I called the PUC. After explaining my plight, the lady told me there is nothing the PUC could do, Washington Gas was offering me a choice. The offer made to me is not a choice, it's an ultimatum. I refuse to be strong armed into signing a contract. I decided to take the licking as an expensive lesson and went back to [redacted] with the intention to tell my story to anyone that will listen. To add insult to injury the change back to [redacted] may take up to 45 days. When in comes to choice, keep in mind "caveat emptor"... buyer beware.Desired Settlement: This bait and switch tactic has cost me dearly. I don't make enough money to get tied up in situation like this. I was trying to save money only to get schooled on playing a game that is out of my league. If I did something like this to someone else I wouldn't be able to sleep at night or feel good about my self. I would like for Washington Gas Energy Services to do the right thing a help this hard working man that cares for a mentally challenged brother by returning the make they too from m

Business

Response:

May

27, 2014

Review: washington gas energy service representatives came to my house stating they could save me money on my electric bill havingn just buried my son who passed from cancer and putting out alot of money for my daughters medical exspenses I was wanting to hear more of this company so after they exsplained what they do the first question I asked was how much would it cost since I had no money to spare the representative stated the services were FREE they stated that they could lower my kwh from 8.79 to 8.2 or 8.3 so I signed up I just recieved my bill and not only has this company lied because my kwh is still at 8.79 but they also charged me 90.00 I called them telling them I want to cancel the services I was told I would be charged a cancelation fee this company is a scam they straight up lied about everything that involved the companyDesired Settlement: I want this company to compensate the extra money they stole from me with there lies and I want out of the service with no cancelation fee

Business

Response:

September 9, 2013

Review: A representative of Washington Gas Energy Services came to my door in March of 2011 to sell me services to lower my electricity and gas rates. I was told that I could receive better rates than my current utility company [redacted] and [redacted]. I signed a contract for one year. The following year around April of 2012 I received a letter only stating that if I want to keep WGES services just to do nothing and it would automatically renew so I kept the service. It is important to note that I specifically asked the representative if they were fees for canceling the services she stated "no " I could cancel at any time with no penalty. On the letter sent by Washington Gas Energy Services to auto renew they is no mention of a cancellation fee. Furthermore I originally only signed a contract for one year. I kept them for over 2 years.

On 06/26/2013 I received a call for [redacted] and [redacted] another gas and electric supplier who stated that they could provide better rates than WGES. So I naturally I signed up with them. In less than a weeks time I received a call everyday from representatives of WGES stating they wanted my business back. On 06/28/2013 I specifically asked the representative if WGES could give me better electricity and gas rates than [redacted] and [redacted] and she said no. The representative also told me that there was no penalty for canceling in that same conversation. I said thank you but no thank you and please put me on the "do not call list" and not to call my home again. I have received a phone call from them everyday since that day. On 07/03/2013 I received notice from WGES that I have to pay $180 dollars for an early termination fee.

On 07/05/2013 I called WGES customer service and no would listen to my complaints, only stating I need to pay the $180 dollars. I advised them I was so upset with the company I was filing a complaint and I would pay just to be done with their company because I felt cheated and I did not like the manner in which they conduct business. As a consumer I should be able to use any energy supplier I want to save money without having to deal with paying a fee to leave. I feel this fee is unfair and wrong and I should not have to pay it since I was told on two different occasions from WGES representatives there was no fee to cancel. They had my business for over two years and now I found a more cost efficient supplier.Desired Settlement: Not to have to pay this ridiculous fee of $180 dollars. Thank You

Business

Response:

July 19, 2013

Review: In February/March, 2014, a WGES representative came to our home and aggressively offered WGES services as a supplier of electricity generation. I was the one who answered the door, and began listening to the presentation and was joined by my husband who overheard what the representative was saying. He queried the representatives on several items, which the representative could not answer sufficiently to our liking. My husband asked him to give him a brochure on his product, but the representative did not have anything we could keep. My husband requested that he send it in the mail which he said he would. My husband turned away the representative and closed the door. We never received this brochure in the mail. I then received in the mail a letter with a promotion to lower our rates. I saw the logo which was the same logo that [redacted] uses, and thought this was from them. We have been long time customers of Washington Gas and are very pleased with their service. I am currently having difficulties recognizing and reading due to an eye condition and did not read the “Washington Gas ENERGY SERVICES”. Thinking that it was Washington Gas, I went ahead and signed up service, without understanding the terms or the implications that it would have for our gas bill again because I could not read it well, and my husband was away out of town. When I received my first bill on May 22, 2014, I was appalled to see how high the bill was, and quickly wanted to revert back to the way I was doing things and called my old energy provider which was at a lower rate than Washington Gas Energy Services! . When I finally got through to someone at Washington Gas Energy Services she told me that we are now locked into a new contract term for an entire year, or pay $400 for cancellation fee! I was told by the representative with whom I spoke to that day that my "time for negotiation" on rate was in May 2014, and that the window has closed. It wasn’t even one month! The representative on the phone gave me her supervisor’s name [redacted] and her phone number and told me she was not in the office, but I could leave a voicemail message for. I did leave a voicemail message for [redacted] the supervisor. Today is Wednesday, May 28th and I have not heard back from the Supervisor. This is unethical, not just for the original manner in which we were pursued and signed up for WGES services, but for the fact that we are now locked in for energy services for another year at higher margins or pay the cancellation rate of an exorbitant rate of $400. We choose to go back to our old provider but still do not want to pay this cancellation fee.

We would appreciate your attention to this matter on our behalf.

Business

Response:

June

18, 2014

Review: I recently switched to a different electric generation company. My last bill from [redacted] still lists Washington Gas Energy Services as my electric generator. I received a bill from Washington Gas Energy Services for $150. First, I did not agree to an early termination fee. Secondly, when I switched to another provider, I Was never warned I would have an early cancellation fee. Third - when I called Washington Gas Energy Services to ask about this, I was told I was sent a notice on Jan. 2 2014 about renewing with notices in it. I never received this. [redacted] still lists Washington Gas Energy Services as my provider on my last bill. I supposedly agreed to 12 months, which I do not recall doing, I only ended this one month early (still hasn't gone into effect). I asked Washington Gas Energy Services to waive the fee, but they refused to. I would like for them to reverse this charge, as I never agreed to it.Desired Settlement: Cancel $150 fee.

Business

Response:

March10, 2014

Review: Dear sir/Mam,

In early Dec 2011 some reps from WGES came to my house and promised to lower energy bill so my wife signed the contract. By the time I realized and contacted them it was already too late I was under a contract. and I have to pay $240 in penalty. so I let it go for a year.

coming next year they never send me any notice but our bill was higher so when I contacted them they told me they send me a notice and the contract is automatically renewed and that was the new price.

I was terribly shocked now I have no choice but to cancel their service and contact service commission and Revdex.com

When I cancelled they send me a bill for $220 as cancellation fees.

I do not want to pay the Penalty for automatic renewal. I already paid one year wges for my wife's mistake.

This is what I don't understand when they want a new contract they come in person. why couldn't they call and find out how their service was and confirm and renew the contract by phone like they record when canceling.

Please help me resolve this issue with wges.

My account number : [redacted].

Address: [redacted].

Thank you

[redacted]Desired Settlement: Please have them drop the penalty charges.

Thank you

Business

Response:

May 21, 2013

Review: I have been using [redacted] (a [redacted] Company) as my service provider for the past 4 years. I received a letter from Washington Gas Energy Services asking if I wanted to go to a set payment plan. I thought I was signing up with my present company Washington Gas when I filled out the form. When I received a notice from the real [redacted] about my service being shifted to another company I immediately called them and asked what was going on. They provided me with the number for the other Washington Gas Energy people who I then called. I then learned that there would be a $120 charge for switching back to the company I thought I had initially signed up with. I feel I have been scammed because their names are so similar. I believe they should change their name because I am probably not the first one this has happened to. Who knows how many others they have taken advantage of?Desired Settlement: I would like my money back since they have never done anything for me. The gas is still coming from the real [redacted] and I know that it wouldn't take more than a few minutes to enter or delete my information one way or the other.

Business

Response:

Review: I have a contract with Washington Gas Energy Services (WGES) which is a "blanket bill" for my gas usage and utility. By following the contract I have been paying WGES each month the same amount of $111 which includes my gas usage and distribution charge. WGES should pay the distribution charge to [redacted] (the utility company) on my behalf each month which is clearly stated in the contract. But WGES stopped paying it since last Nov which caused a balance in my [redacted] account and made my account under collection. I have called WGES numerous times regarding this issue but the issue is still not resolved. Below is the detail of my account.

Name: [redacted]

[redacted] Acct #: [redacted]Desired Settlement: WGES pays whatever the amount they owed to [redacted] and clear the balance in my [redacted] account.

Business

Response:

March 20, 2013

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: [redacted]

Account

Number: [redacted]

Investigation Summary: Blanket Bill Customer

Customer Issue:

[redacted] enrolled with WGES March 2011 for a

twenty four month term. The Washington

Gas Energy Services, Inc. Blanket Bill Plan

is just one option WGES provides to customers.

Under this program WGES provides the customer a set amount each month

for their full natural gas bill. This fixed amount is a total monthly

price that will take the place of a monthly utility bill. The amount includes the commodity, distribution

charges, balancing & storage and all taxes.

The blanket bill program is calculated for each customer and it’s based

upon normal weather and the customers’ unique usage pattern. The true value in this program is that WGES

guarantees that you pay no more than the established monthly amount.

Unfortunately

[redacted] experienced a number of billing issues between the enrollment and the

billing of his account. Most recently he

has notified WGES that the utility is also billing him for services. WGES contacted the utility to review these

issues. The utility was unable to locate

any bills or charges forwarded to [redacted].

WGES has an agent trying to contact [redacted] to see if we can get a

copy of the invoice he has received so we can forward this to the utility and

get this situation fixed.

[redacted] has notified WGES that he will end service at the contract end. We are sorry to lose him as a customer and we

are committed to working with him to resolve these issues. Please encourage [redacted] to respond to our

customer service agent and forward us a copy of the bill that he has received

so we can help explain this to him and resolve any issues.

Documents

forwarded: none

Actions

by WGES: Requested customer to forward copy of utility

bill

Investigation completed by: [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: I had sent WGES a copy of the bill by fax twice dated on 3/5/13 and 3/8/13. The fax number is [redacted] and the attn is [redacted].

Regards,

Business

Response:

March 22, 2013

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: [redacted]

Account

Number: [redacted]

Investigation Summary: Blanket Bill Customer updated response

Customer Issue:

WGES

has spoken to [redacted] about the billing issues often. We continue to express our concerns and we understand

his frustration. The duplicate bills are

arriving from a different company than WGES and we are working hard to suppress

these bills.

We

continue to need his help and we will do our best to resolve these issues with

a minimal amount of disruption. We

continue to appreciate his patience in this matter.

We

encourage [redacted] to work with us and help us resolve these issues. An agent is assigned to this case and is

working diligently to resolve the issues.

[redacted] will be calling [redacted] today to confirm that we have all

the information necessary to complete the corrections.

We

will be sending [redacted] a $50.00 gift card to thank him for his help and

patience while we worked to fix these errors.

Documents

forwarded: none

Actions

by WGES: Requested customer to forward copy of utility

bill

Investigation completed by: [redacted],

Customer Care Manager, Washington Gas Energy Services, Inc.

Consumer

Response:

Someone from WGES called my home # and left a message on last Friday. Actually I left them my cell # so they can reach me anytime. Well, I will give them a call today and see what happens.

Regards,

Review: I have used WGES since about year 2000. Since the utility consumer market is now having different service providers available, I have changed to a different utility service provider. The WGES sends me a bill for "Early Terminatin Fee" of $128.00. I have called the WGES, and I told them that I would not pay such fee (because not service provided by the WGES). The said they are going to send the bill to to collection.

I think that imposing such fee on to the consumers is a bad business practice just because consumers changing to a competitor's service.Desired Settlement: Drop the "Early Termination Fee", and no further charges from the WGES.

Business

Response:

December 26, 2013

Washington Gas [redacted] 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]

Account Number: [redacted]

Investigation Summary: Cancel fee issues

Customer Issue:

In March 2009 **. [redacted] enrolled into the WGES fixed rate electricity program for both generation and transmission. On 12/23/2013 the utility notified WGES that **. [redacted] had selected a new supplier and would cancel his WGES contract short of term. The WGES contract rate was 8.9 cents for both generation and transmission providing savings over the [redacted] price to compare of 9.3 cents for generation only.

The WGES fixed price contract is guaranteed to remain at the same price for the term of the contract. This guarantee protects customers against price increases. In December 2012 WGES introduced a new feature for our fixed price customers. The “early renewal” offer. When market prices drop, and WGES can save you money over your old contract price we provide you a new, lower price contract. From Feb 2013 till December 2013 WGES provided **. [redacted] five different offers that would lower his original 2013 contract price. These new prices ranged from 8.7 to 8.5 cents per both generation and transmission. This feature provides the customer savings and price protraction under the same contract.

When a customer signs a contract for [redacted] 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.

**. [redacted] can avoid a cancel fee with either of these options. He can reinstate and complete his contract term or he select the new early renewal offer at 8.5 cents for both generation and transmission with a onetime fee of $15 and avoid cancel fees. These options are available on line at www.wges.com/mywges or by calling the WGES customer care center. You can reach the center toll free at [redacted]. Any agent can help with these options. Your business is important to WGES. We look forward to hearing from you. Thank you for your attention to this matter.

Documents forwarded: none

Actions by WGES: Early renewal and a review of contract cancellation options

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

Consumer

Response:

Review: [redacted]

Review: On December 6th, 2012, a sales representative from Washington Gas Energy Services came into my business, which I have opened for less than one year and offered me a new electricity service that, according to him, would save me money. He ensured that in signing a contract with WGES, the price of electricity would be less than it was at the time with [redacted]. After agreeing to the sales representative’s offer, I signed up for the service and entered into a contract with WGES. Much to my surprise, the claims were untrue and we are actually paying a higher rate with WGES than with [redacted]. Based on our previous months of service with [redacted], the cost of generation and transmission was 0.0770 cents, as opposed to 0.07990 with WGES. This has caused us to pay more and it has far from saved money on our electricity bill.

Recently, I changed my service back to [redacted] after being extremely dissatisfied by the false claims of WGES. After doing so, WGES has sent me several bills requesting an early termination fee of $500.00. I refuse to pay this fee because I signed the contract as a result of misleading, dishonest advertising from the company. After speaking to WGES customer representative [redacted] and his supervisor [redacted], both of whom continue to stand by their outrageous fee and the company’s misleading practices, I am forced to have to file a formal complaint. I would have never become a customer of this company if they hadn’t mislead me into signing a contract with them. Just as a car dealer cannot make false claims about the gas mileage of a vehicle or a wine shop owner (like myself) cannot make false claims about the vintage of a wine bottle, WGES should not promise lower transmission fees and expect customers to pay them $500.00 when those claims are not delivered.Desired Settlement: No $500.00 early termination fee to exit a contract that was signed as a result of misinformation and dishonesty.

Business

Response:

June 18, 2013

Review: In May I called customer service to decline the renewal of WGES National Wind Power for my [redacted] account [redacted]. When I was offered a $25 gift if I renewed, I accepted the offer. Over the summer I received letters from WGES confirming the renewal, but none have mentioned the gift card.

In June I sent an email to [email protected] asking about the gift card, and received a reply on June 17 that said that I would receive a call shortly. I have never received a call.

On 1 August 2013 I again wrote to [email protected] asking to confirm that I will receive a gift card. I have not received a reply.

On 11 September I wrote Customer Service, P.O. Box 24475, Cleveland, OH 44124-0475 asking to cancel my renewal with WGES because the $25 gift card was never sent. In mid-September I received a phone call from customer service stating that I would receive the gift card. As of November 20, I still have not received the gift card.Desired Settlement: I would like either $25 credit or a $25 refund as a check or gift card immediately.

Business

Response:

December 26, 2013

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: [redacted]

Account Number: [redacted] Maryland

Investigation Summary: Gift card

Customer Issue:

**. [redacted] has every reason to be disappointed in the response to his request from Washington Gas Energy Services customer care. We apologize for the frequent delays. Today December 26, 2013 a $50 [redacted] gift card was placed in the mail to the above address. I have asked our team supervisor to place a call to **. [redacted] next week on January 2, 2013 to confirm receipt of the gift card.

We apologize for the delays and find no excuse for the fact that two agents failed to escalate his concerns when he called WGES customer care. We appreciate his bring this issue to our attention. The card is coming from the WGES customer care center located in Cleveland, Ohio.

Once more please accept our apology for these delays and thank you for taking the time to bring this to our attention. We will remain in contact with **. [redacted] to ensure that the gift card is received.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I fulfilled my contract with WGE as of May 1, 2013; At that time I had a credit balance on my account of $338. I was told I would receive the money in 30 days. I have called three times and they keep saying it is being reviewed.

I was under a budget billing plan and I ended the contract with the credit balance stated above. They even told me the correct balance when I called the first time. They just won't send it to me.Desired Settlement: Send me my money; it is mine not theirs.

Business

Response:

July 30, 2013

Review: In June 2014, a representative of Washington Gas Energy services knocked on my door and asked me if I would like to save money on my electricity bill. I said yes and he asked to see my bill. He told me he could save me money on my bill if I signed u through them. They put me on the phone with someone who verified my information. The representative again told me I would be extremely happy when I get my next bill. I never really gave it too much though until recently I noticed my electrical seemed to be higher than last year. Upon inspecting my old bill verses new, WGES is charging per 10 cents per KWH versus my old bill of 8 cents per KWH. I called them and they told me it was because I was on Wind power. I told them I didn't care what kind of power it was but it was costing me more and that was not the deal. She explained to me that they had recorded me agreeing and there was nothing they could do. If I cancel it will be $150 early termination fee.

This company is taking advantage of people being naive about their electrical bills. Why would anyone, unless they are rich and really care about the environment, sign up to pay more?Desired Settlement: Cancel my contract with no early termination fee or lower my rate to 8 cents per KWH.

Business

Response:

October 31, 2014

Review: Two salesmen representing this company came to my door on 10/22/13 with information regarding selecting this company as the supplier for my natural gas. The main salesperson asked to see my latest natural gas bill. He showed me an amount on the bill and said his company would supply the gas for an amount which was half of the amount he indicated on my bill. This was for a one year fixed rate. He also said if I wanted to cancel, the charge would only be $20. I agreed and he phoned the company and I agreed to accept this plan as it was presented to me. After they left, I checked online and saw that the amount they showed me on my bill is not the "amount to compare" at all, but rather an unrelated amount. The amount they quoted me for a one year contract was more than my current gas company charges me now. Also, the fine print indicated that the cancellation fee was $150, not $20. The salesman blatantly lied about these ite**.Desired Settlement: I immediately called the company to cancel this plan, which I was able to do since I had three days for cancellation with no penalty. They told me they would check into these salesman, but I would like these men to be fined and fired for lying and obviously perpetrating a scam. The salesman's name who signed the form is [redacted] and his Agent ID is [redacted]. I would also like the public in my area of [redacted], PA to be made aware of this scam.

Business

Response:

December 5, 2013

Investigation Summary: Customer reports that sales staff misrepresented the price and cancel fees

Customer Issue:

Thank you for giving me the opportunity to respond to your concerns about the solicitation by a representative of Washington Gas Energy Services, Inc. (WGES) natural gas program in Pennsylvania. WGES is a licensed retail supplier of electricity and natural gas in the District of Columbia, Maryland, Pennsylvania, Delaware, New Jersey and Virginia.

Our records show that on October 22, 2013 **. [redacted] contacted the WGES customer care center and cancelled her enrollment. The contract closed prior to start without fee.

The WGES natural gas program is a fixed rate contract that provides the customer with a known, budgeted cost for a year. The utility gas rate changes monthly while the WGES fixed rate contract offers certainty. This contract is intended to provide budget conscious consumers support in managing their energy costs.

The WGES sales tea** use the utility price to compare to help customers understand the price differences between the two service programs. These prices are set up by each utility to provide the customers a comparison between the fixed price of the marketers’ program and the variable price at the utility. While the utility price to compare is not an actual price it does provide a level platform to review these two different offers.

We were concerned that **. [redacted] felt that the cancel fee was misstated. In the recorded verification, which I have attached **. [redacted] confirms that the sales agents provided her the contract terms and conditions; reviewed the cancel fee and left those with her. Her contract was released without fee.

To gage customer reaction and understand the sales experience WGES conducts post sales surveys with our new customers. Our Pennsylvania customers report a very high level of satisfaction with the sales experience. While we are sorry to lose **. [redacted] as a customer we appreciate her reporting her concerns and we will continue to monitor these issues and future sales.

Documents forwarded: none

Actions by WGES: no action taken, customer

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

Issue Summary Report

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] E[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.

Review: I entered into a contract with WGES to provide natural gas for our home at a price of $0.59/therm, effective January 1, 2013. In the fine print of the contract, it states the following:

“If WGES chooses to renew Customer’s Agreement, then: Forty-five (45) days prior to the end of the term of the Agreement, WGES shall send customer a notice offering a revised WGES Natural Gas Supply – Offer and WGES Natural Gas Supply – Terms and Conditions for a Renewal Term. This agreement shall be automatically renewed with the revised WGES Natural Gas Supply - Offer and WGES Natural Gas Supply - Terms and Conditions unless Customer cancels the renewal of this Agreement by notifying WGES no later than 25 days prior to the end of the term...”

Around December 10, I received a letter from WGES dated December 5, 2013 notifying me that my contract has been renewed from December 2013 through November 2014 at a new rate of $0.63/therm. I was confused a little bit by this letter because I didn't choose to renew my contract so I took this as my renewal notice and immediately shopped around to see if I could find a better rate. I decided to switch to [redacted], who was offering $0.559/therm through June 2015, with no cancellation fee. I signed up with them on December 17, 2013 and my service was to switch beginning February 1, 2014.

I received confirmation from [redacted] on December 30, 2013 that I would be switching to [redacted] beginning February 1, 2014. On January 4, 2013, I received a letter from WGES dated January 2, 2014 stating that they recently received information that my Natural Gas Supply Agreement with WGES is scheduled to terminate before the end of my contract term, which may result in an early termination fee. The letter mentions that "we would like the opportunity to continue our service to you and prevent you from being charged a cancellation fee." I immediately called their customer service line to figure out why they were under the impression that I was still under a contract with them. I spoke with a customer service representative who informed me that back in October they sent me a contract renewal notice. I told her I never received such a notice but she insisted that I did. When I asked how the renewal notice was delivered, she told me that all of their correspondences are delivered via first class mail with return service. We argued for a few minutes on what constituted proof of delivery/receipt and she repeated herself several times in saying that it was sent to our address and since the postal service never returned that letter, it must have been delivered to my mailbox. She also told me that I will be charged a $200 cancellation fee for breaking my contract prior to its expiration.

Once I realized that arguing with the representative was not productive, I decided to write a letter to the corporate office explaining my situation, hoping that someone would be reasonable regarding this issue. My letter was requesting that I be relieved of the contract without paying the $200 fee or at least WGES could offer me a more competitive rate (perhaps match [redacted]'s rate), given that I never received the contract renewal notice. I sent the letter via USPS and also copied it into an email to their customer service inbox on January 6, 2014. The following day, I received a reply from the email re-stating basically the same claims that were told to me on the phone. However, they concluded their email with the following:

"Your business is important to WGES. We will work with you and offer you competitive options to avoid the cancel fee. Please contact the WGES customer care center toll free, at ###-###-####, Monday – Friday, 7 am to 7 pm or Saturdays 8 am to 4 pm. We look forward to hearing from you."

At this point I was not pleased, but I was willing to cooperate since WGES seemed to be making an effort. I called [redacted] on January 10, 2014 to cancel my new contract with them because it seemed to be my only option to avoid the unjustified $200 cancellation fee. I called WGES customer service on January 11, 2014 to speak with them about the "competitive options" to avoid the cancel fee. After explaining the story, the representative I spoke with said that she needed to escalate this to a supervisor and they would call me back. On January 14, 2014 I replied to the email mentioned above, stating that I called customer service three days ago and still haven't heard back from them.

Today, seven days after my most recent email and ten days after my last phone call, I contacted WGES customer service again to try to hear the "competitive options" mentioned in their email. The woman I spoke with told me that they do not "price match" and she wouldn't be able to help me. She also told me that there is a memo on my account that says to cancel the account and bill the customer a $200 cancellation fee. I informed her of the specific statement that I had in writing from their email (quoted above) and she told me that those emails come from corporate, she is in [redacted]. I asked her if she could get me in touch with the office/division that would have constructed this email (it was not signed by an individual) and she put me on hold. When she returned from hold, she told me that she could help me now. She offered to "reinstate me" into my previous contract, which would put me at $0.63/therm until November, precisely the terms of the supposed renewal contract that I never received... doesn't exactly sound like a "competitive option."

After the sequence of events I've just described, it is easy to see why I am upset. I feel that I've been more than reasonable in my approach to this entire dispute and it seems like WGES just keeps pushing me around, hoping I'll go away. Apart from the fact that I feel WGES is being unreasonable regarding the way they are handling this, I don't believe that I'm legally bound to the renewal contract. As I mentioned above, the original contract states that "If WGES chooses to renew Customer’s Agreement, then..." It was reasonable for me to assume that WGES chose not to renew my agreement since I did not receive the renewal notice in the mail. Perhaps they should send these notices with delivery confirmation (or make a phone call or send an email) so that they could prove that it was delivered/received. The USPS processes hundreds of billions of pieces of mail each year, not all of them make it to their intended destinations.Desired Settlement: My efforts here are to simply get this situation resolved, I just want to be made whole. Either

(1) waive the $200 cancellation fee and let me out of the contract or

(2) offer to match the $0.559/therm rate I that I agreed to with [redacted]

I don't really care which. If they are unwilling to do either of these two things, then they truly are just trying to scam customers. If that is the case, I'd like this to be known to any potential customers out there who could be their next victims.

Business

Response:

January 27, 2014

Review: Customer service denied the existence of a letter from the company I had received and read to them. The letter said I would owe a termination fee if I chose a new utility that started before Jan. 1. Customer service says there was no record of such a letter in their, files. I had purchased gas from Washington Gas Energy services for five years, and never agreed to a yearly contract.Desired Settlement: I want assurance that they will not bill me for "early termination" so that I can start with the new service on December 1.

Business

Response:

November 11, 2014

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

Revdex.com Investigator: [redacted], Account Coordinator Revdex.com

Customer Name: [redacted]

Address: [redacted]

Investigation Summary: Early Termination Fee

Customer Account Number: WGM [redacted]

Customer Issue: Cancel / Switch Letter

Summary Details:

[redacted] enrolled into the WGES natural gas program in November 1999 a copy of his signed enrollment is attached for your review. He renewed that contract annually until 2005 when he selected a fixed price option. A copy of his recorded verification is attached for your review. Again he renewed each year and a copy of his 2014 contract is attached for your review.

On 10/29/2014 the utility notified WGES that [redacted] has selected a new supplier and would end his WGES 2014 contract early. WGES sent [redacted] a letter on 11/5/2014 reviewing the early cancellation notice and providing him a review of the cancel fees. WGES is always sorry to lose a customer and we do work with our established customers to provide them options to avoid cancel fees and remain a customer.

On 11/8/2014 at 1:57 pm [redacted] contacted WGES customer care and the agent provided him a number of options to avoid the cancel fee. [redacted] disconnected the call without selecting an option.

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.

We hope this information has been helpful, please let [redacted] know that his business is important to WGES and we will negotiate the cancel fee and provide him other options to avoid his early cancellation. To review these options please call WGES customer care reached toll free Monday – Friday 7 am to 7 pm or Saturday 8 am to 4 pm at 1-888-236-9437. Thank you for your attention to these matters.

Documents forwarded: Copies of original enrollment, 2005 transition to fixed contract and current 2014 contract copies provided

Actions by WGES: Options to avoid cancel fee or negotiate the fee

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:

Complaint ID [redacted]

Review: Fall of 2012, a person representing an alternative power company came to our door. My husband, who handles the bills (and has them in his name), switched to [redacted] from our provider, [redacted]. Then in March of 2013, I received a phone call, which was recorded, and I was told that it was the same company we were with and that they needed verification of our account and apparently, I gave them 'authority' to do so. It was a recorded session. I told them that I do not handle the bills and it is not in my name. Later, my husband was wondering why our bills were coming under a different name, now Washington Gas Energy Services. When he did some research into it, we found out that he was no longer under the original company, [redacted], and was now under Washington Gas Energy Services. We thought perhaps that the company changed names/was bought out, etc. Apparently, Washington Gas was the company that contacted ME and I was unaware that they were having me completely switch companies to provide our electric. I recently received a cancellation bill of $150.00 for early cancellation, because my husband switched back to [redacted] on Janurary 7, 2014 when realizing what had happened. Neither my husband, [redacted] nor I was aware of the early cancellation fee with Washington Gas Energy. Had we known, we would have waited another 2 months and then cancelled. I contacted Washington Gas, told them it was a 'bait and switch' and that I had no authority in the home or with the bills to change providers. It was very underhanded. They told me that the bill is mine and I must pay it. I made them aware that I would contact Revdex.com and they said to do so.Desired Settlement: My husband and I have worked very hard to keep our credit clear and to help our scores to go up. I would like this bill to be revoked and have no money due to the company under my name, because I do not want any overdue or unpaid bills on my credit.

Business

Response:

March10, 2014

Review: The company has doubled charges for electric generation without my knowledge, I feel that they have taken advantage of me without my knowledge. If I had received any information from them I would have never agreed to these charges.Desired Settlement: I would like them to credit my account for the over charges, they were double what they should have been.

Business

Response:

May

9, 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], 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.

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: I did contact them as soon as I received an almost $600 bill and the women was rude and said that was the price and there was nothing I could do about it so I called [redacted] and changed my supplier. If she had told me that someone would even look into it I would have let them, but she said that there was nothing I could do about it. Do you rally think I would not have tried to get a solution from the company. And as far as letting people know no one called or e-mailed me and I did not hear anything on the news either.

Review: WGL Holdings is the holding company for WGES (Washington Gas Energy Services). They fraudulently talked me into signing up with them for electric service last year, telling me that my electric bills would definitely go down. They did not. In fact, my electric bills went way up, even in the winter when I use no air conditioning, my main use of electricity. I recently initiated action to go back to [redacted] and WGES is threatening me with a penalty of $150.00 for the change. They claim I have a "contract" with them, but since any such contract was based upon fraud there is no valid contract. Also, the agent who talked me into signing up did not tell me about any penalty. I want WGES to withdraw its demand that I either stay with them or pay the penalty.Desired Settlement: see above

Business

Response:

This is a complaint for electric service with WGES.

Washington Gas is not able to investigate this issues for the customer.

It should be sent to Washington Gas Energy Services.

Business

Response:

August

8, 2013