WGL Energy Services, Inc.

Review: On 8/1/13 I received a call from WGES offering me an upgrade to 95% wind power. She told me the upgrade would be $30/month. I said I needed to think about it, but please send some literature. She said there were only a few hours left for the offer but not to worry: I had 60 days to cancel before it took effect and I would receive the literature before 60 days passed. Based on 3 key details the representative told me ($30/mo, 60 days to cancel, literature) I agreed. I never received the literature. I decided that I would not be able to add $30/month in my budget, so I cancelled on 9/17/13 (within the 60 day window). A few days later I received a bill which included the additional 95% wind power for $48.16. I called WGES to explain the situation; they got back to me on 9/26/13 to say I was responsible for the charges. [redacted] (X[redacted]) recommended I contact the Maryland Public Service Commission to file a complaint, but they would make attempts to see if the whole phone call was recorded. I feel that I was given false information to lure me into signing up for something that my family simply cannot afford. Had I been given the time to look over the literature, I could have made that determination from the beginning. Had I not been lied to about the additional service being $30 per month, that I would have 60 days to change my mind before it took effect, and that I would receive additional information to look over I would not have signed up for the service at that time. I don’t appreciate such strong sales tactics and misinformation from a utility that my family depends on.Desired Settlement: I would like some type of investigation to occur regarding this issue to resolve the outstanding $48.16 charge that I am disputing. I would like the $48.16 removed from my account.

Business

Response:

October 7, 2013

Review: A salesperson with this company misrepresented their company. I was clear when I asked if I needed to switch services/companies and he said it was the same company. This is a third party provider and this has created a lot of financial issues. All the deposits that were with each of the three accounts became due immediately with Washington gas creating a financial hardship. I was very clear with the sales rep that I did not want to switch services. He not only misrepresented his company but he committed fraud by lying and taking my information. He never gave me a confirmation of the documents that I signed. I received a letter from Washington Gas explaining what was going to happen. I contacted them immediately and they stated that they couldn’t do that because there was a signed contract. However, that contract was signed while misrepresenting the company and lying.Desired Settlement: Cancel service and not charge any fees or create any derrogatory credit reporting.

Business

Response:

December 3, 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: [redacted] Account Number: [redacted], [redacted] and [redacted] Investigation Summary: Customer enrolled and asked to cancel prior to energy start Customer Issue: [redacted] enrolled into the WGES natural gas fixed price program. She identified three natural gas account numbers and provided a copy of each utility invoice. Copies of her signed enrollment contracts are provided for your review. The contract signature line lists WGES as the supplier and requires a signature after the statement that reads “I have read the WGES Commercial Energy Supply Agreement, the Acknowledgement, and the Natural Gas Supply Service Agreement General Terms and Conditions. I understand and agree to these terms.” The contract itself lists WGES in bold, large type at the top of the contract and in a number of other locations on the front of the contract. There are three statements reviewing the relationship between WGES and the utility. And the agent provided [redacted] a review of the contract with WGES marketing data prior to her signature. On December 1, 2014 at 12:53 pm [redacted] contacted WGES customer care. She told the agent that the sales team misrepresented the offer by saying that they were the utility, Washington Gas. The WGES agent reported that she was concerned to hear that account and asked [redacted] about the designation of WGES on all of the marketing materials and her signature on the contracts listing WGES as the supplier. [redacted] indicated that she did not intend to choose a supplier. She reported that she had deposits with the utility that would be adversely impacted. The agent tried to explain that any deposit issue that the customer had with the utility would remain intact. The only change was to the commodity portion of her bill. [redacted] reported that she only wanted to cancel. The agent gathered the three accounts and cancelled them, letting [redacted] know that the accounts would close without a cancel fee after the utility accepted our request. [redacted] insisted that the accounts be cancelled without service. The WGES agent explained that [redacted] received a notice from the utility and that notice does provide for the customer to cancel before start but the customer must call the utility at the number on that notice immediately. Since [redacted] had not taken that action the accounts enrolled. That utility notice provides for immediate cancellation but the customer must call the number listed on that letter immediately to receive this service. The utility is the only entity that can cancel immediately and only in the first few days of the enrollment review which completed by the mid part of November 2014. The agent went on to review the WGES confirmation letters mailed in November confirming the contract enrollment for all three accounts. The agent offered to transfer [redacted] to the utility so she could speak with them but she declined and indicated she would call herself. The call ended. The accounts were submitted for cancellation and both the utility and WGES will notify [redacted] when her accounts close. WGES notified the sales team, and Mr. M[redacted], the sales agent, was very concerned. Mr. M[redacted] has been in energy sales for more than five years with a very strong quality record. We reviewed with him the interaction [redacted] reported to the WGES customer service agent, and Mr. M[redacted] respectfully disagrees with [redacted]. He reports that they met in her [redacted], Virginia restaurant. He showed her the sales brochure. I have included it for your review. He explained that WGES is an energy supplier and he took all three of her accounts and showed her the month to month rates for the WGES fixed program as opposed to the variable program she experienced as a utility customer. He noted the variation between the two programs and the controls and budget management the fixed price WGES contract provides the customer. Mr. M[redacted] left behind the signed copies of the three contracts along with his cell phone number in case [redacted] had additional questions. While we are sorry that [redacted] changed her mind about the WGES contracts we can confirm that we did review these contracts in detail with her, we did provide her copies of the contracts and when she changed her mind in the first month of service we provided her cancellation without fee. WGES does monitor all sales staff. We conduct sales surveys; provide confirmation letters directly to the customers and follow-up on any concerns received at the customer care center. All surveys are reviewed with the sales team and we often call customers back to explain details of the offer or to ensure that they have a clear understanding. Customers that request cancellation in the first thirty days are released without fee. While our contracts do provide a cancel fee we understand that sometimes additional time is needed to make an informed decision and we allow the release without fee to provide that additional time. I hope this information and materials have been helpful. Please let us know if you have other question Documents forwarded: Sales overview, contract copies and utility bill copiesActions by WGES: Contract cancelled without fee, no other action needed by WGES Investigation completed by: Aileen *. C[redacted], Customer Care Manager, Washington Gas Energy Services, Inc.

Review: when we moved in this townhouse we started services with Washington gas and was paying $35.00 a month and when a couple of guys showed up in my doorstep giving me offers for lowing my gas payments and the company is the same as Washington gas expecting a lower bill but the employer from Washington gas-electric didn't specify that I was going to be removed from the budget plan within the next bill payment I got from Washington gas bumped up to $460.00 I have to call false advertisement from these people please don't let this company scam you.Desired Settlement: we are a family with a very low income and I request for a refund for false advertisement

Business

Response:

August

25, 2014

Review: Under false advertisement, I signed up with this company thinking they were with [redacted] and that they could actually save us money. Well, to my surprise it was all a scam from the beginning. Right after I received my first bill is when I realized they were not with [redacted]. I proceeded to call the company and cancel and that is when I was hit with another blow that they charge an early termination fee. Not to mention they automatically renew your contract whether you agree or not. My wife just called and canceled and to ask how can they renew you and not even tell you. The representative went on to say they mailed us a letter, but we never received it so they automatically renewed us for another year and if we want to cancel, we're responsible for the 150 early termination fee. This is absolutely outrageous. How can companies advertise under false companies and get away with it. The representative was very rude when I explained to him that the young lady that came to the house said she was with [redacted] and we shouldn't be liable for the early termination fee...and his exact words were ma'am that was over 2 years ago when that happened. So that makes it right that she lied to get our business. I noticed a lot of people have filed complaints regarding the same situation I'm speaking of. How is this company still even in business. We now have a 1,000 [redacted] bill that we cannot afford.Desired Settlement: My desired outcome is a refund check for the amount of money that we have had to pay them since 2011 or 2012. On top of we shouldn't be held liable for the early termination fee. Very poor taste and bad business.

Business

Response:

September 19, 2013

Review: Issue: Washington Gas Energy Services Budget Billing Issue

To: Program Director [redacted]

From :( WGES) Customer

To save money I choose my gas and electric supplier through [redacted]. Last month I fulfilled a 2yr contract for electric supply with Washington Gas Energy Services (WGES) and changed my provider to ConEdison Solutions to get a better rate.

On May 10, 2013 I received my normal amount due email from [redacted] and noticed the amount due had to be too much, ($1054.37) amount due. With two toddlers and a busy schedule I rely on Auto pay feather to save time and ensure my payments are on time. This large amount stated startled me and led me to view my bill in detail. Once I looked into the charge I noticed a line item: Washington Gas Energy Services (WGES) (Bud True-Up 891.06). To further understand the charge I called (WGES), the first customer service representative stated that the charge was due to Budget Billing that I had signed up for in 2011. I told the customer service representative that I was unaware I was on the budget billing plan and never agree to be on such a plan. The representative transferred me to his supervisor to further assist me on my misunderstanding. Speaking with [redacted] X[redacted] it was explained that I had agreed to the billing option in 2011. I stated that I was unaware of budget billing and would never agree to such a plan. She persisted that I did agree and that the information was presented on the bill. I informed her that I am enrolled in the Auto Pay feature and rely on emails to view the total amount due but, do not review my bill in detail. After a few more claims by [redacted] in favor of my agreement to the Budget Plan I firmly stated that I recall no situation where I even thought about budget bill and requested proof in some form that shows my acknowledgment to such a plan. She was unable to provide any proof at the time. I requested to speak to [redacted] supervisor. She stated that her director is unavailable but, I could leave a message on his voice mail. Before I was transfer I had one more question for [redacted] but, was already transferred before I could ask it. I called back to get [redacted] and the Program Directors information and leave them with my contact information to hopefully expedite the situation. [redacted] apologized took my questions and stated she did not mean to hang up on me. I left her Program Director [redacted] a massage regarding my situation.

Sincerely,

[redacted]Desired Settlement: To resolve this situation I would like the Bud True-Up amount due paid in full and a $50 prepaid [redacted] to compensate me for my time.

Business

Response:

May 15, 2013

Review: I currently switched suppliers and I am being charged $150 termination fee. I called and they can not supply me with my confirmation of the agreement. I am being told this was done by either phone or a webbased document in which they still cannot confirm either. I have stated that my phone numbers have changed therefore they do not have my correct or current phone number, if they did send an email that email most likely ended up in my Spam folder, they still have no confirmation from me in regards to this current contract and they can't tell me which way they sent me and I sent them an agreement to this contract either, that it was one way or the other. I spent over an hour on the phone with them to try to resolve this which was not done because they could not find any supporting documentation and they refuse to waive the fee, they transferred me to their Supervisor which sends me to a voicemail. They sent me a letter which is dated December 5th received on Dec 8th giving me until the 10th to contact them otherwise I'll need to pay the termination fee.Desired Settlement: I'd like the termination fee waived and any money paid in towards this refunded.

Business

Response:

From: C[redacted], Aileen<[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, 2014Washington Gas Energy Services, Inc. (WGES) Summary of Investigation for Revdex.com Case number [redacted]Revdex.com: David Dennis, Revdex.com (Revdex.com), Trade Practice ConsultantCustomer Name: **. [redacted]Address: [redacted], Enola, PA [redacted]Account Number: PPL [redacted]Investigation Summary: Cancel fee issueCustomer 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

Review: I enrolled the blanket bill provided by Washington Gas Energy Services, Inc. (WGES) from April 2011 to March 2013 and the monthly bill is $146 according to the contract. My account is [redacted] I paid the monthly bill electronically and never be late. According to the contract between me and WGES in the following:

Billing and Payment

Customer (refer to me) will receive a simplified bill with one line item each month from WGES which is due and payable to WGES in accordance with its normal billing procedures. The customer's WGES Blanket bill plan cost will be the same amount each month at the rate indicated on the Residential Energy Supply Agreement. The customer's Blanket bill is calculated to include all commodity gas charges. Utility distribution charges, applicable storage and balancing charges, applicable taxes. WGES will be responsible for paying the customer's utility bill, gas commodity charges and all applicable taxes .

However when I tried not to renew the contract since my current contract with EGES, I found that they have not paid Washington Gas the service charge since September 2011. The Washington Gas post of balance of $302.96 to my account and also set the account in the collection note status. I called both Washington Gas and WGES and both admitted that I should be responsible for this amount. However if WGES did not pay to Washington Gas, Washington Gas will collect money from me , the consumer. I called the several time with WGES and every time the service representative said they will straight out with Washington Gas and it will take a month. My contract with WGES will end on March 31, 2013 and I will back to local Wahsington Gas after that. If WGES can not solve the issue before that day, I will have to pay the local washington gas the whole amount to enable my local account.

As contract said, I will pay the straight of $146 monthly, WGES will be responsible for paying to the service provider. They did not fulfill the contract at all and also put my credit into danger and washington gas post 'in collection ' on my account. These will not be accepted at all.Desired Settlement: WGES need to fulfill its responsibility according to the contract and pay the washington gas immediately to remove in collection note from my account with washington gas. If there is any damage to my credit due to the 'in collection' note from local washington gas account, WGES will be responsible to remove them from my credit report.

Business

Response:

March 20, 2013

Review: My utility company, [redacted], has a third party charges since last year from WGES and there is no sign contract between them and myself. They claim that they had a binding contract with my son but my son was not the primary account holder on this account, the account is under my name since November of 2012. Since last year WGES has refused to take the charges off and I have been paying in order not to have my electric shut off. I should be credited for all the charges since they have touched my account without any authorization. If you need statements from 2012 I will gladly fax or email to you.Desired Settlement: Credit for charging my utility account without a contract.

Business

Response:

April 28, 2014

Review: A representative knocked on our door a while ago claiming to be a representative from [redacted], NOT Washington Gas Energy Service. She proceed to explain to my husband that she could help us save a lot of money over the long term, and of course who doesn't want to save money, right? Well, after finally convincing my husband that she was with "[redacted]" (which isn't true at all) he decided to give it a try. She explained that we could cancel at anytime, but never mentioned there would be a $200.00 early termination fee. After we received our first bill is when we realized that 1. this was not [redacted], but WGES, and 2. we didn't really save any money so that is when we decided to just cancel. That is when it was explained to us that there's an early 200.00 termination fee to cancel. For what?? She basically lied to us in order for her to receive her piece of her commission and now we're stuck paying them and can't even cancel without being fined. We decided to start with the Revdex.com before we take further action in a civil suit. When we spoke with [redacted] last night, they assured us that they are in fact their competitors and they received hundreds of calls on a daily basis about WGES and how it's a fraud. They instructed us to contact the Revdex.com, file a complaint, and seek reimbursement from WGES.Desired Settlement: We would like to 1. be reimbursed for the hundreds of dollars we have paid this company for being lied to under false pretense, and 2. to cancel our services WITHOUT having to pay the 200.00 early termination fee.

Business

Response:

September 9, 2013