Realgy

Review: Their customer service is pathetic. You cant call to talk to someone you have to schedule an appointment. They over charged me. The business next door is paying less for a therm then I am in my business. They can deny all they want to Im looking at my bill and my neighbors gas station bill.I cant even get away from this company its taking 2 weeks for someone to call me back. Don't let them tell you they buy the gas in the summer when its cheaper that's how they are able to sell it at a better price. Well they over charge you in other ways. I would never tell anyone to go with these people.Desired Settlement: I would love for someone to go through the bills and charge me for the exact therms that I used and of cores they have to bill me for the delivery and taxes. But for Gods sakes don't bill me 1705.62 for using 533.2 therms. I don't want the excuses .Just refund me the money you owe me

Business

Response:

CASE: 10075711

CUSTOMER

NAME: Remember When Past and Present

ACCOUNT

STATUS: Dropped Service

ACCOUNT: [redacted]

UTILITY: [redacted]

Good

morning,

Realgy has

taken proactive numerous steps to explain how this winter’s extreme weather has

affected Pricing, Market conditions, and most obviously increased usage. We

have sent out our Quarterly Newsletter, we have published numerous articles on

our website and directed Customers to the Website to stay informed. We

have also sent out an email blast to all our customers with the link to our

Website and all the Blogs regarding this issue. Please feel free to visit

our Website and view the articles and information; http://realgyenergyservices.com/blog/

We have

anticipated the questions that are arising due to the Defined Quantity portion

of the Customer’s Invoice. Here is what is being stated to

Customers. Defined Quantity is last year’s historic usage. The defined

Difference is the difference between the Actual Usage and the Historic usage

(Defined Quantity). If the difference is a positive number the account

used more than was planned and that difference will be charged at the market

price. To find this information, you can look at your Storage Report

there is a section at the bottom called Applies to Defined Quantity Pricing:

ANR-ML7. This shows the difference and the market cost for any usage

over the defined quantity. The DQ Total will equal the Defined Quantity Cost at

the top of the Storage Report.

CUSTOMER

HISTORY TIMELINE:

01/02/14

@ 12:20 pm – Potential Customer called in left message

01/03/14

@ 3:08 pm – Customer enrolled via TPV

01/07/14

– Submitted to Utility for enrollment

01/16/14

– Utility rejected, invalid meter

01/16/14

@ 11:24 am – Realgy called and spoke with customer, explained she gave a invalid

meter number, she gave corrected meter.

01/16/14

– Submitted to Utility for enrollment

01/17/14

– Confirmed enrollment from Utility

01/21/14

– Welcome Letter sent

04/28/14

@ 10:25 am – Customer left message

04/28/14

– Realgy sent TimeTrade Invitation

04/29/14

@ 12:02 pm – Customer set appointment for 04/30/14 @ 11:30 am

04/30/14

@ 11:45 am – Realgy called and spoke with Customer. Reviewed billing, and defined quantity charged and polar vortex

increases. We discussed her profile,

her storage is empty last year so the historical figures are low, but we can

adjust that for this coming year if she chooses.

She wants to Drop Service, said bills are too high. Advised the process to drop service, in writing, we will waive

the ETF. She had to go and will call

us back.

05/02/14

@ 2:47 PM – Customer left message

05/07/14

@ 11:42 am – Realgy called customer, phone just rang, no pick up, not message

05/14/14

@ 10:01 am – Customer left message

05/16/14

@ 11:16 am – Customer left message

05/19/14

@ 9:59 am – Realgy called customer, left message

05/19/14

@ 10:49 am – Customer left message

05/19/14

@ 11:57 am – Customer left message

05/20/14

– Realgy sent TimeTrade Invitation

05/21/14

@ 12:58 pm – Customer set TimeTrade appointment for 05/22/14 @ 11:00 am

05/22/14

@ 11:49 am – Realgy called and spoke to Customer.

Again went over the billing, she doesn’t understand, we adjusted her

profile upon her request because she states the building was empty last year

and the profile will be off. She wants to set up another

appointment when her accountant is available.

05/29/14

@ 10:15 am – Customer left message

06/02/14

@ 9:30 am – Customer left message

06/03/14

@ Realgy sent TimeTrade Invitation

06/03/14

@ 10:06 am – Customer set TimeTrade appointment for 06/05/14 @ 1:30 pm

06/03/14

@ 10:20 am – Customer left message

06/03/14

– Rec’d Complaint

06/05/14

@ 1:30 pm – Realgy called customer, phone was picked up, then hung up. Tried again, no answer

06/05/14

@ 2:14 pm – Customer left message

06/05/14

@ 2:20 pm – Customer left message

06/06/14

@ 12:57 pm – Realgy called and spoke to customer, Said we are charging her

illegally. Explained again about the

Defined Quantity Charges. She is comparing her bill

with her neighbor who she said is a Realgy customer. We attempted to look up that customer, but cannot find anything. We explained that we can’t speak about a comparision

without seeing the information. The difference could be the

neighbor is on a Fixed Rate, or PriceWatch rate, etc. We attempted again to explain her account to her, but at this

point she wouldn’t listen. She send the Drop Service

request via email while we were talking. She asked if we received it,

we confirmed and let her know the Drop Service Request would go up today.

06/06/14

– Submit Drop Service Request to Utility

06/09/14

– Researched and responded to both [redacted] and Revdex.com complaint

DIRECT

RESPONSE TO COMPLAINT:

Their customer service is pathetic.

This is an opinion, not a Complaint.

You cant call to talk to someone you have to schedule an

appointment. Due to

the extreme winter conditions, we are experiencing a high call volume. We do our best to return all calls within 2

business days, but we do suggest the customer choose a date and time for the

return call so that we do not miss the customer.

They over charged me. The

customer is on an Index + adder of 6.5.

This did not change, what did change was the Market Pricing

(Index). We do have a guarantee to save our

customers over a 12 month period. Due to

the extreme conditions this past season, we have offered to our current customers

if we have not saved you money between January 2014 through May of 2015 we will

refund the difference.

The business next door is paying less for a therm then I am in my

business. We cannot see this customer’s information

and cannot speculate or comment on it.

They can deny all they want to Im looking at my bill and my

neighbors gas station bill. This is

not a complaint.

I cant even get away from this company its taking 2 weeks for

someone to call me back. Evidence

refutes this statement.

Don't let them tell you they buy the gas in the summer when its

cheaper that's how they are able to sell it at a better price. This is called the Storage Program, and

it is exactly that. We are able to

purchase 20% of a customer’s annual historical usage during the summer months

when pricing is lower. It is then used

in the winter months, at no cost, because it has already been purchased.

Well they over charge you in other ways. Again, this season was extreme and in

order to combat that, we are offering to all our current ongoing customers if

we do not save you money between January 2014 through May 2015 we will refund

the difference.

I would never tell anyone to go with these people.

Business

Response:

CASE: 10075711

CUSTOMER NAME: Remember When Past and Present

ACCOUNT STATUS: Dropped Service

ACCOUNT: [redacted]

UTILITY: [redacted]

Good

morning,

Realgy has taken

proactive numerous steps to explain how this winter’s extreme weather has

affected Pricing, Market conditions, and most obviously increased usage. We have sent out our Quarterly Newsletter, we

have published numerous articles on our website and directed Customers to the

Website to stay informed.

We have also sent out an email blast to all our customers with the link to our

Website and all the Blogs regarding this issue. Please feel free to visit our Website and

view the articles and information; http://realgyenergyservices.com/blog/

We have anticipated

the questions that are arising due to the Defined Quantity portion of the

Customer’s Invoice. Here is

what is being stated to Customers.

Defined Quantity is last year’s

historic usage. The defined Difference is the difference between the Actual

Usage and the Historic usage (Defined Quantity). If the difference is a positive number the

account used more than was planned and that difference will be charged at the

market price. To find this

information, you can look at your Storage Report there is a section at the

bottom called Applies to Defined Quantity Pricing: ANR-ML7. This

shows the difference and the market cost for any usage over the defined

quantity. The DQ Total will equal the Defined Quantity Cost at the top of the

Storage Report.

CUSTOMER

HISTORY TIMELINE CONTINUED SINCE LAST COMPLAINT:

06/10/14

– Rec’d end date of Service from Utility (07/24/14)

06/18/14

– Researched and responded to 2nd complaint

DIRECT

RESPONSE TO COMPLAINT:

You say you buy the gas at a low rate so you don't have to charge

as much why was I charge 1.50 a therm and [redacted] only charge 1/2 of that. The Customer is

on a Variable Plan, Index + 0.65. That

has never changed, the Market however did change. We do stand by our saving our customer’s

money on Natural Gas. Due to the extreme

conditions of this past winter season and the Market Price drastically

increasing, we have put in place a program that if we have not saved a customer

money for the period of January 2014 through May of 2015, we will reimburse the

difference.

You did over charge me it dosent matter if the winter is colder

you bought the gas when it was low. Only 20% of the gas

is prepurchased and we pass that onto the customer on the Storage Plan, they

purchase 20% of their gas during the summer months and then use it during the

winter months at no additional charge because they had purchased it during the

summer. This customer signed up during

the winter so there was no Storage yet.

Don't charge me double or triple .

The charges where not explained on the bill until you finally

called. The Utility

does not allow us to put anything but the amounts on the bill. We had taken the initiative and send out

emails, auto calls, and updated our website weekly, if not daily, to let

customers know of the extreme market conditions and how it was effecting the

pricing for Natural Gas.

As for hanging up on you It never happened I have been waiting to

talk to someone about my bill. This is comment, not a complaint that can be answered.

I would have no reason to not answer your call. This is a

comment, not a complaint that can be answered.

Lets see what my bill is for this month the gas is shut off. This is a

comment, not a complaint that can be answered.

Last month wasn't cold but I used 43.6 therms and got charged

270.00. If you

look at the Storage Report and the Defined Quantity, it is shown and explained

that it can take up to 60 days for the pricing and usage to be reported

correctly and billed.

Consumer

Response:

This dose not explain why the business next door got charged a different rate then we did. I will be contacting my attorney.

Review: Realgy billed us an unreasonable amount for gas usage. We called them but they could not explain the reason. They said they would email us showing how they calculated the bill but we have not received that email. The previous month's bill was $127.48 for 214 Ccf gas used. the current bill is for $240.14 for 197 Ccf gas used.Desired Settlement: To cancel our contract with them. Their salesman said we could cancel at any time with no cancellation charge. Now the company tells us there is an $80 cancellation charge.

Business

Response:

CASE: [redacted]

HISTORY

SUMMARY FOR:

Name: [redacted]

Phone: ###-###-####

Street: [redacted]

CityStZip: [redacted]

Acct: [redacted]

Utility: [redacted]

CUSTOMER

HISTORY TIMELINE:

12/11/14

– Customer went through TPV

12/15/14

– Notice from Utility accepted enrollment start date 11/18/14

12/23/14

– Welcome Letter sent

02/23/15

@ 11:32 am – Customer left message

02/24/15

@ 12:09 pm – Realgy left message

02/25/15

@ 4:10 pm – Customer left message

02/26/15

@ 10:15 am- Realgy called and spoke to Customer, [redacted] and [redacted], asked questions

why bill is so much higher than normal, advsd customer of how billing works

with [redacted] and how it is based off of a historal annual usage from the prior

year. Advsd customer I could send them the website, which she stated she

believe she already had as far as how billing works and she can see the break

down. Customer asked about storage. Advsd customer of how storage works and

what months it is collected in. Customer stated they never received a letter

from [redacted], but that they did receive a letter from us advsding they would

receive a letter from [redacted] and stating they would have 10 days to opt out if

they chose to, but never received it. Advsd customer that if they received our

welcome letter they had the 10 days as well adfter receiving ours, and advsd

they would need to call [redacted] to find out why it was never sent out to them,

we do not handle their paperwork. Customer also asked if there was any penalty,

and I advsd the contract terms and conditions and advsd we would need written

notice and what the ETF would be. [redacted] asked who the supervisor was, advsd

customer of my supervisor [redacted] and of our number as well as Ext. Customer

had no further questions and was going to contact [redacted] as well.

03/02/15

@ 10:09 am – Customer left message

03/02/15

@ 10:13 am – Customer left message

03/02/15

– Rec’d complaint from [redacted]

03/02/15

– Rec’d complaint from Revdex.com

03/05/15

– Realgy called and spoke to Customer, both [redacted] and [redacted] were on the line and

wanted to speak with a supervisor, they did not want to speak with me,

transferred call to Supervisor. MG spoke to Mr and Mrs. Went over the

billing. Explained the problem stems back to the first billing where he was

charged zero. He states he was charged approx $83 on the first billing.

Pulled up a few reports and I still show the zero. Asked if he could send

me a copy of that bill so I can take a look. He will email it to

support. He asked about the billing coming up next week. Advsd if

any changes are needed, it would go out as a refund check, not an adjustment to

the bill. He understood. Advsd once the email is recd, I will review with my

billing department and get back to him tomorrow. He agreed.

03/05/15

– MG went over the billng with ** and ** and found the first bill was

definitely in error since our system shows the zero charge but the customer was

billed. Our system was carrying over a $65.61 charge in error causing the

next two bills to be incorrect.

03/05/15

@ 4:28 pm - Called and spoke to [redacted] and Kay. Went over the billing and

the errors. Advsd the second bill should have been approx $35-40 higher and the

most recent bill should have been about $100 less. Advsd we can send out

the refund check for the $65.61 and I will watch his billing and check in with

them in a few weeks when the next billing cycle runs. They agreed. Also

discussed the storage program in depth as well. They are happy.

03/06/15

– Researched and responded to complaint from [redacted]

03/11/15

– Refund check request sent to be processed

03/16/15

– Responded to Revdex.com Complaint

DIRECT

RESPONSE TO COMPLAINT:

Realgy billed us an unreasonable amount

for gas usage. Found

a billing error, which was explained to the Customer, and a refund is due.

We called them but they could not explain

the reason. Evidence

refutes this statement.

They said they would email us showing how

they calculated the bill but we have not received that email. The issue was

discussed with the customer, he never asked for the calculation to be

sent. But it is prepared and will go out

with the refund check.

The previous month's bill was $127.48 for

214 Ccf gas used. This

is a statement, not a complaint Realgy can respond to.

The current bill is for $240.14 for 197

Ccf gas used. This is a

statement, not a complaint Realgy can respond to.

Review: Salesman [redacted] called me on the phone and told me about the Realgy service that he had to offer he had told me that their price would always be cheaper than my current provider which was[redacted]. He led me to believe that I had up to 10 days after I received my welcome letter/contract to review it and then after that I would be entered into their service. And in fact they switch me The day he talk to me on the phone .did not even give me an opportunity to review all their Terms and conditions of the agreements and since then I've got a utility bill and my gas is higher than it was with my existing company after him telling me and Giving me a guarantee that realgy would always be cheaper.Desired Settlement: I should have never been Entered into their contract Before I had a chance to review the terms and conditions of the letter that they were supposed to send me and never did. so the outcome that I'm looking for is a credit back to my [redacted] Bill for fees charged to me.

Business

Response:

CASE: [redacted]

CUSTOMER NAME: [redacted]

ACCOUNT: [redacted]

UTILITY: [redacted]

CUSTOMER HISTORY TIMELINE:

01/14/15 – Customer enrolled via TPV

01/16/15 – Request sent to Utility to enroll

01/19/15 – Notice from Utility enrollment accepted

01/20/15 – Welcome Letter sent

01/27/15 @ 5:00 pm – Customer left message

01/29/15 @ 9:57 am – Realgy called and spoke with

Customer, [redacted], stated he never received his contract in the mail and that’s

why he wants to cancel. I advsd the customer it wouldn’t be a contract it would

be a welcome letter with a free gift, but advsd customer that he can also look

up the terms and conditions on our website. I also advsd the customer that he

should be receiving the welcome letter with free gift soon, customer stated he

had 10 days after receiving the welcome letter to cancel with no ETF, and advsd

the customer that he was correct. Customer willing to wait and see.

02/02/15 @ 5:33 pm – Customer left message

02/03/15 @ 9:31 am – Customer left message

02/03/15 @ 4:03 pm – Customer left message

02/04/15 @ 11:06 am – Realgy called and spoke with

Customer, [redacted], stated he never received his contract and wants a credit on his

account. I advsd the customer that the welcome letter was sent out and he

should receive it soon, but info can always be found on our website showing terms

and conditions. I also stated to customer that when he went through the enrollment

that they are also made aware of the terms of the contract. Customer still wanted

a credit on his account, and I advsd the customer I wouldn’t be able to credit

his account for gas that was used. He said he was charged a lot more than just

being with [redacted]. I advsd the customer what he was charged and advsd the rate

is lower than [redacted]. Customer disagreed and still stated he wanted to cancel

and wanted a credit. Advsd customer of the three ways to cancel, and customer

stated he was going to take care of this right away and will report us to the

Revdex.com.

02/04/15 – Rec’d fax requesting Drop Service

02/05/15 – Request to Drop Service sent to Utility

02/06/15 – Notice from Utility Drop Service

accepted as of 01/29/15

03/10/15 – Researched and responded to Revdex.com

Complaint

DIRECT RESPONSE TO

COMPLAINT:

Salesman [redacted] called me on the

phone and told me about the Realgy service that he had to offer he had told me

that their price would always be cheaper than my current provider which was[redacted]. This is a

statement, not a complaint Realgy can respond to.

He led me to believe that I had up to 10

days after I received my welcome letter/contract to review it and then after

that I would be entered into their service.

This is a statement, not a complaint Realgy

can respond to.

And in fact they switch me According to the

recorded TPV, the customer authorizes the switch.

The day he talk to me on the phone .did

not even give me an opportunity to review all their Terms and conditions of the

agreements Customer

was told as soon as the Utility approves the enrollment a Welcome Letter with

the T&C will be sent, or customers can always go to our website and review

the T&C.

and since then I've got a utility bill and

my gas is higher than it was with my existing company after him telling me and

Giving me a guarantee that realgy would always be cheaper. The Realgy

guarantee is that you will save money over any 12 month period of time.

I should have never been Entered into

their contract Before I had a chance to review the terms and conditions of the

letter that they were supposed to send me and never did. This is a statement,

not a complaint Realgy can respond to.

Except to say that the Welcome Letter did go out, and we had several

conversations with the customer explaining the program and directing him to the

website.

so the outcome that I'm looking for is a

credit back to my [redacted] Bill for fees charged to me. Customer was

charged for the Natural Gas he used.

Review: Coerced an 87 year old to unknowingly switch energy services from local township contract to service without disclosing actual rates. When made aware of the change, tried to call to cancel before deadline and left messages that were not returned until after the deadline. Caused a hassle to return to township service and now trying to charge a $50 termination fee.Desired Settlement: Please post deceptive practice on Revdex.com (won't be the first they have!). Cancel early termination fee.

Business

Response:

CASE: [redacted]

CUSTOMER NAME: [redacted]

ACCOUNT STATUS: Dropped

Service

ACCOUNT: [redacted]

UTILITY: [redacted]

CUSTOMER HISTORY TIMELINE:

09/03/14 – Customer enrolled via TPV

09/11/14 – Welcome letter sent

09/15/14 @ 12:34 pm – Customer left message

09/15/14 @ 8:35 pm – Customer left message

09/17/14 @ 1:29 pm – Customer left message

09/18/14 @ 09:12 am – Realgy called customer, left

message

09/18/14 @ 10:47 am – Customer left message

09/18/14 @ 12:11 pm – Realgy called customer, left

message verifying Drop Service request

09/19/14 @ 2:26 pm – Realgy called customer, confirmed

Drop Service

10/01/14 – Confirmation from Utility rec’d Drop

service

10/28/14 – Final Usage Rec’d

11/11/14 – Rec’d, researched, responded to Complaint

DIRECT RESPONSE TO COMPLAINT:

Coerced an 87 year old to unknowingly switch energy

services from local township contract to service without disclosing actual

rates. Evidence refutes this statement,

customer went through third party verification and T&C were sent to

customer.

When made aware of the change, tried to call to cancel

before deadline and left messages that were not returned until after the

deadline. Customer’s calls were

returned, but Realgy was only able to leave a message, not a live answer.

Caused a hassle to return to township service. Realgy has no control over other enrollment

procedures and practices.

Now trying to charge a $50 termination fee. Per the T&C, there is an ETF, but ETF did

not apply in this case as the customer did cancel within the grace period.

Review: I received a phone call on the morning of Friday October 2,2015 from Natasha with Realgy Energy Services. I foolishly signed up for the service. Our utility bill is in my husbands name, he was not happy with what I had done and wanted it canceled. I started calling this company that afternoon and have been calling consistantly from that time on. All I get is the answering service,they tell me they will send the message on and that someone will get back to me,but so far I have not been able to talk to anyone. I want this service canceled and have tried to do that befeor the service was ever instated.Desired Settlement: Leave my natural gas service alone and never contact me again.

Business

Response:

Review: Realgy Energy is one of our energy suppliers, which was signed up by a former employee in 2009. They're billing rates are ridiculous and they bill every 2-months. We have vacant units, and they're fees are still too much. I've called and left messages to cancel this service, they make me make an appt., for a call back and they call in 2 weeks. They're contract states you can only cancel 30-days prior to February 28. They've said since I didn't cancel then I must wait another year. I said we wanted to cancel and they said they'd email me a cancellation form. I wait and wait, I call back and do the same thing over again. Finally I disconnected the service because they were too expensive (still vacant) Now, I'm getting cancellation fees, and when I fax, nothing goes thru, when I go to their website [redacted], it gives me an error when I try to click on topics. They state we picked a new marketer, which is false, we chose not to pay for empty units in our property.Desired Settlement: Cancel my account [redacted], refund all overcharges due to vacant units not using any energy. Provide any backup documents showing energy use (there is none)

Business

Response:

CASE: 10172843

CUSTOMER NAME: Ridge Investors

ACCOUNT STATUS: Inactive

ACCOUNT: 5[redacted]7, 197534000

UTILITY: Nicor

CUSTOMER

HISTORY TIMELINE:

07/16/09

– enrolled via TPV

07/17/09

– Welcome letter sent

12/19/12

– notice from Utility, Acct [redacted] dropped service

12/26/12

@ 2:46 pm - Realgy called number on file to inquire about the drop service, the

number has been disconnected

03/20/14

@ 4:17 pm – Customer left message

03/21/14

– Realgy sent TimeTrade Invitation

03/24/14

@ 7:53 am – Realgy left message for Customer

03/27/14

@ 2:16 pm – Realgy left message for Customer

04/14/14

@ 10:46 am – Customer left message

04/16/14

@ 10:28 am – Realgy called and spoke with Customer. Discussed contract details. Customer requested copy of TPV, T&Cs, as

well as Drop Service Procedure

06/23/14

– Rec’d notice from Utility, accounts dropped

06/23/14

– Release letter sent to Customer

07/29/14

@ 10:07 am – Realgy attempted to contact Customer (###-###-####), message

stated “not authorized to call this number” and it hung up. We tried the 2nd number for

Customer (###-###-####) and the phone just rang with no voice mail.

08/12/14

– Rec’d Complaint

08/25/14

– Researched and responded to complaint

DIRECT

RESPONSE TO COMPLAINT:

Realgy

Energy is one of our energy suppliers, which was signed up by a former employee

in 2009. Statement, not a complaint.

They're

billing rates are ridiculous and they bill every 2-months. The contract for this customer is Index + .65,

that has never changed. We bill when the

Utility sends the Usage.

We

have vacant units, and they're fees are still too much. The contract for this customer is Index + .65,

that is what they are charged.

I've

called and left messages to cancel this service, they make me make an appt.,

for a call back and they call in 2 weeks.

Evidence

refutes this statement.

They're

contract states you can only cancel 30-days prior to February 28. Below is the TERMINATION portion of the

contract:

TERMINATION: Buyer may terminate this Agreement,

without cost, by providing 60 day written

notice prior to the end of current

Term. If Buyer fails to provide 60 days written notice to Seller or

if Buyer is removed from the Program

prior to final billing month of Term the Buyer agrees to

reimburse Seller a service fee of up

to $80 and market related losses (surplus will be returned to

Buyer) incurred by Seller in reselling

any quantity of Buyer’s fixed price natural gas (does not

apply to

Index or Spot) and Buyer shall forfeit natural gas Storage inventory.

They've

said since I didn't cancel then I must wait another year. Below is the TERM portion of the contract:

TERM: Buyer’s Price and Quantity terms will

begin on the date the Utility reads each service

location’s meter and transfers them to

Seller and will continue until the April meter reading

following 24

months (Term) and thereafter for a like Term until Terminated.

I

said we wanted to cancel and they said they'd email me a cancellation

form. We do not have, and have never

had a Cancelation form.

I

wait and wait, I call back and do the same thing over again. Statement, not a complaint.

Finally

I disconnected the service because they were too expensive (still vacant) Affirmative

Now,

I'm getting cancellation fees, and when I fax, nothing goes thru, when I go to

their website www.realgyoffice.com, it gives me an error when I try to click on

topics. Our Website is [redacted]

They

state we picked a new marketer, which is false, we chose not to pay for empty

units in our property. New Marketer

includes NICOR. Unless the Customer

shuts the meters off, we are informed by the Utility at time of drop service it

is due to a new marketer.

Review: on 5/5/2015, a sales person came to my door. At the time I had no idea he was a sales person. At first he stated he was with [redacted] and needed to look at my recent bill to make sure I was getting the lowest price for my gas. I was concerned but pulled up my bill and showed him. He wrote some information down, and then I began to question him. I asked him what he was doing any why he needed my bill. He responded that he was checking the gas recovery cost. He then asked for my signature. I was really skeptical now, so I asked him directly if he was from [redacted]. He replied, no I'm with Realgy energy, but we work with [redacted]. I then asked him what was going to happen and why I was signing, and if this was going to cost me anything. He replied, No, this is just switching where your gas comes from, now it will just come from within [redacted]. I signed but felt very uneasy. I immediately called [redacted] and they explained the entire process to me, in that the salesman had switched me over to Realgy company for the gas and they have different prices that fluctuate, and sometimes may be higher or lower depending on where and when each company buys the gas. I never would have switched had I known this information. I was lied to and upset. I then called Realgy to figure out what they had to say. When I called I was answered by someone who is just a call technician, and can only answer t he phone and take a message to have someone qualified to call me back! I have been playing phone tag for two weeks!!!! Every time they call I am at work and I cannot answer. I called and left another message with another call technician and asked them not to call before 3:00PM, and to only call after 3:00PM...sure enough the next morning I get a call at 10:00AM. I want to just cancel the service and cannot get anyone to actually talk to to take care of this. Very upset about the immoral and shady business practice to get customers, and the trying to hide behind a call center as to not answer questions or complaints if they don't want to, and with the inability to talk to cancel this awful service.Desired Settlement: I would just like my service with Realgy canceled, and no charges on my end to pay.

Business

Response:

I never got any of the paper work promised. Have called to cancel my account with them.

Review: July, 27th 2012 I called Realgy to stop my service as their prices were higher than my local gas company price for heating. Their customer service person took my name account number and was told to cancel my service at (see my account #) and the address on my information. I did not recieve a call back or was not home for the call back. on 6/25/2013 I called very upset that they were still my provider. I requested that they refund my service from July of 2012 as they did not do what I ask them to do. I was told that I would have to wait until someone called me back. I requested that I recieved a call back by 4:00 pm eastern time on the 25th of JUne 2013 with my number given to her 2 times. No call until 6/26/2013. Was told that they did call me last year.Not true, was told whe called me on my cell phone on the 25th again not true. They knew the date I called on 7/27/2012 as it was in their records. Their customer service representative could have told my all I have to do was to send a e-mail to support@realgy with my name, and account number to have the service stopped. I believe they did nothing to continue to bill my gas company and I request a full refund from them from 7/27/2012. They are responsibile for their customer service procedures. they also did not give me the option to sign up for the rate watch or managed price and lastly on their web page it states that they will assure the costomer that same low cost rate as the local gas company. That is not true, as I have the historical print out from NIPSCO, my gas company and their price is ten cents cheaper per therm over the last 2 years than Realgy LLC.

Product_Or_Service: natural gas supply

Account_Number: [redacted] (nipsco)

Desired Settlement: DesiredSettlementID: Refund

A full refund, so they are sure to put their requirements with either on their web site or with their Customer Service represtative. In lieu of that for this company to match the nipsco rate charge for the last two years. You can get that rate comparison from the NIPSCO site.

Business

Response:

Business Response /* (1000, 5, 2013/07/10) */

CUSTOMER: [redacted]

CONTACT: [redacted]

ACCT: [redacted]

METER: [redacted]

CUSTOMER HISTORY TIMELINE:

05/15/06 - Customer enrolled via TPV

12/29/09 - Sent customer System Generated Log On

07/27/12 @ 8:06 am - Customer left message

08/01/12 @ 10:43 am - Realgy called customer, we could not pull up any of her information with the account number she left, please call back with the correct account number.

06/25/13 @ 9:35 am - Customer left message

06/25/13 @ 11:44 - Realgy left message for customer

06/26/13 @ 10:09 am - Customer left message

06/26/13 @ 10:10 am - Realgy left message for customer, both at office and on cell phone

06/26/13 @ 4:48 pm - Realgy spoke with customer. Customer was rude, and said she wanted to speak to someone in this Country not a foreigner (our Customer Service Rep has a British accent), she was assured she was speaking to the Connecticut Office. She repeatedly interrupted and kept demanding our FCC number. We tried explaining that we had nothing to do with Radio or TV and therefore did not have an FCC Number, but we did give her our Federal Id number. She just became more agitated and ask to speak with the Customer Service Supervisor. She was transferred. Customer upset she was not dropped last year. Advised customer that we called her back last year and let her know we could not locate her account with the information she left on her message and asked that she call with correct information. Customer stating she was busy and acknowledged she never called back. We gave her the proper instructions on how to cancel her account. She also asked for our CEO's contact information, which we gave her. We also offered to send her her Savings Analysis which shows she has saved a total of $141.78, just in the last year.

06/27/13 @ 4:40 PM - Rec'd email requesting drop.

06/27/13 - Drop submitted to Utility

06/27/13 - CEO Rec'd and responded to email from customer.

07/05/13 - Drop confirmed by Utility

DIRECT RESPONSE TO COMPLAINT:

1. July, 27th 2012 I called Realgy to stop my service as their prices were higher than my local gas company price for heating. CUSTOMER LEFT A MESSAGE WITH ANSWER SERVICE. DID NOT SPEAK TO REALGY.

2. Their customer service person took my name account number and was told to cancel my service at (see my account #) and the address on my information. INCORRECT, A MESSAGE WAS LEFT WITH OUR ANSWERING SERVICE, AND THE INCORRECT ACCOUNT NUMBER WAS GIVEN.

3. I did not receive a call back or was not home for the call back. INCORRECT, CUSTOMER WAS CALLED BACK AND MESSAGE WAS LEFT FOR HER EXPLAINING THAT WE COULD NOT LOCATE HER ACCOUNT WITH THE INFORMATION SHE HAD LEFT. TO PLEASE CALL US BACK WITH THE CORRECT ACCOUNT NUMBER.

4. On 6/25/2013 I called very upset that they were still my provider. CONFIRMED

5. I requested that they refund my service from July of 2012 as they did not do what I asked them to do. OUR POLICY STATES THAT THE DROP REQUEST MUST BE IN WRITING, SHE DID NOT MAKE THIS REQUEST.

6. I was told that I would have to wait until someone called me back. CORRECT, AGAIN SHE WAS TALKING TO AN ANSWERING SERVICE.

7. I requested that I receive a call back by 4:00 pm eastern time on the 25th of June 2013 with my number given to her 2 times. THE CALL WAS RETURNED AT 11:44 AM ON JUNE 25TH, A MESSAGE WAS LEFT.

8. No call until 6/26/2013. INCORRECT, CALL WAS RETURNED AT 11:44 AM ON JUNE 25TH. WE ALSO CALLED ON JUNE 26TH AT 10:10 AM, MESSAGES LEFT ON BOTH HER OFFICE LINE AND CELL PHONE.

9. Was told that they did call me last year. FACT THAT THE CUSTOMER VERIFIED WHEN SHE SAID SHE WAS TOO BUSY LAST YEAR TO RETURN THE CALL.

10. Not true, was told when called me on my cell phone on the 25th, again not true. NO COMMENT AS THE PHONES RECORDS PROVE OTHERWISE.

11. They knew the date I called on 7/XXXXXX as it was in their records. CORRECT, JUST AS OUR CALLS BACK TO THE CUSTOMER ARE IN OUR RECORDS.

12. Their customer service representative could have told my all I have to do was to send an e-mail to support@realgy with my name, and account number to have the service stopped. IT WAS NOT REALGY CUSTOMER SERVICE THAT SHE FIRST SPOKE TO, IT WAS AN ANSWERING SERVICE AND THEY ONLY TAKE MESSAGES.

13. I believe they did nothing to continue to bill my gas company and I request a full refund from them from 7/27/2012. REALGY SUPPLIES THE GAS, AND THE CUSTOMER IS ONLY PAYING FOR THE GAS THAT WAS USED. AND DURING THIS TIME, REALGY ACTUALLY SAVED THE CUSTOMER $141.78 THEN IF SHE PURCHASED THE GAS DIRECTLY FROM THE UTILITY.

14. They are responsible for their customer service procedures. VERIFIED

15. They also did not give me the option to sign up for the rate watch or managed price and lastly on their web page it states that they will assure the costomer that same low cost rate as the local gas company. OUR GUARANTEE IS THAT THE CUSTOMER WILL SAVE OVER ANY 12 MONTH PERIOD AND THIS CUSTOMER SAVED $141.78 BY PURCHASING THEIR NATURAL GAS FROM REALGY OVER THE UTILITY.

16. That is not true, as I have the historical print out from NIPSCO, my gas company and their price is ten cents cheaper per therm over the last 2 years than Realgy LLC. THE CUSTOMER IS LOOKING AT THE INCORRECT INFORMATION. THE COMPARISON ON THE NIPSCO SITE MUST BE THE PRICE DELIVERED.

17. RefundA full refund, so they are sure to put their requirements with either on their web site or with their Customer Service representative. THE CUSTOMER HAS TO PAY FOR THE NATURAL GAS THEY USED. OUR CUSTOMER SERVICE DID GIVE HER ALL THE INFORMATION SHE REQUIRED.

18. In lieu of that for this company to match the Nipsco rate charge for the last two years. REALGY'S PRICE WAS LOWER.

19. You can get the rate comparison from the NIPSCO site. CORRECT, IT IS THE PRICE DELIVERED.

If you have any other questions or comments regarding this customer, please feel free to contact us.

Review: This company charged me double per unit for my natural gas it went from .395 to .799 in one month and they won't do any thing about itDesired Settlement: $73.02 is what they owe me

Business

Response:

CASE: 9941377

Review: ...none of your "Primary Nature..." categories include my complaint

I have recieved 16 unwanted solicitation calls over the course of 6 days, in one case 5 calls in one day. My number is registered with the do not call registry for 4+ years and I demand the calls stop. This is abusive and harassing. This phone number is a business phone and is not answered during the day. I have no business relationship with Realgy Energy Services either current or past. The phone number they are calling is [redacted]. The callers never leave a message. This is disruptive and unwarranted.

3/30 - 1 call, 2 of which were only 10 minutes apart

3/31 - 5 calls

4/1 - 3 calls

4/2 - 2 calls

4/8 - 2 calls

4/9 - 3 callsDesired Settlement: Realgy Energy Services immediately stops the harassing phone calls

Business

Response:

Review: These people continue to call us, no matter how many times I tell them not to. As a church, we cannot subscribe to the Do Not Call registry. The last caller proceeded to harass me after I told him that I had investigated the company and found them to be misleading in reference to their "savings".Desired Settlement: We desire that this company would stop calling us. We have NO intention of ever dealing with them, even if their claims were legitimate.

Business

Response:

Review: I signed up 3 months ago with Realgy after recieveing a cold call.

The caller explained there rate was .048 per therm and could be locked in or let float.

Now my bills are higher then ever.

They did not tell there was a customer charge or storage injection in the beginning, I called after the first bill and was told it was a initial charge, I've got 4 bills and it's still there; looks like I'm storing gas for the summer when I don't need it.

I called and told them I wanted to cancel, they said there was a $50 early termo fee which they told me before. I ask about the storage fee I paid because if I canceal I would not be using the it, which now totals $139.26.Desired Settlement: Deduct the $50 from the 139.26 and cancel my service

Business

Response:

CASE: [redacted]

CUSTOMER NAME: [redacted]

ACCOUNT: [redacted]

UTILITY: [redacted]

CUSTOMER HISTORY TIMELINE:

08/22/14 – Customer enrolled via TPV

08/28/14 – Notice from Utility accepted enrollment

as of 09/19/14

08/29/14 – Welcome Letter sent

09/09/14 @ 10:09 am – Customer left message

09/10/14 @ 10:00 am – Customer left message

09/11/14 @ 3:19 pm - Realgy left message

09/11/14 @ 5:46 pm – Customer left message

09/12/14 @ 10:54 am – Realgy left detailed message

for customer, apologizing that we keepmissing each other and left him website

to look up more information and I also gave info on [redacted] since we do not

currently have [redacted] fixed prices but email will be sent out to address on file

with winter fixed price offer in October [redacted]

09/12/14 @ 11:03 am – Realgy spoke to customer, He

did not get a chance to listen to my vm. We went over [redacted] and the

storage program. He wanted to know what would happen with his account since he

just enrolled in september let him know that since his account has not billed

yet I could not see if he would be purchasing gas for storage this year or if

it would wait until next April. But I did let him know that there is a line

item on the [redacted] bill for Storage and if he sees a dollar amount next to it

then gas is going into storage for his account.

09/23/14 @ 1:17 pm – Cutomer left message

09/23/14 @ 2:14 pm – Realgy called and spoke to

Customer,[redacted] he

wanted to lock in for the winter. Let him know that [redacted] emails will be

sent out in October also verified his email address.

10/28/14 @ 11:09 am – Customer left message

11/05/14 @ 12:32 pm – Realgy left message

11/06/14 @ 9:50 am – Customer left message

11/07/14 @ 2:02 pm – Customer left message

11/10/14 @ 9:13 am – Customer left message

11/10/14 @ 2:53 pm – Customer left message

11/10/14 @ 4:12 pm – Realgy called and spoke to

Customer, [redacted] he wanted to know what the storage injection charge was and if

he would get hit with it each month. Went over storage with him and explained

that since he did start later in the storage season it was all being put away

in 2 months. Looks like he has about another 70 therms which would be about $30

at the rate of $.44/therm let him know as much. He is all set.

01/26/15 @ 4:56 pm – Customer left message

01/28/15 @ 12:38 pm – Customer left message

01/28/15 @ 12:22 pm – Realgy called and spoke to

Customer, [redacted] stated he wanted to cancel, has not been happy with the

services and feels like he has been paying way more than just through [redacted]. I

advsd the customer of our current cost compared to [redacted], but he didn t seem to

care he just wanted to cancel. He asked what would happen regarding his

storage, and I advsd the customer he would lose out on that storage. I advsd

the customer if he wanted to cancel we would need written notice and there

would be an ETF, customer understood and will send an email regarding cancellation.

01/30/15 @ 4:46 pm – Rec’d email request to Drop

Service

02/05/15 – Drop Request sent to Utility

02/09/15 – Notice from Utility accepted Drop as of

02/19/15

02/20/15 – Notice from Utility last usage received

02/27/15 @ 4:41 pm – Customer left message

03/02/15 @ 12:00 pm – Realgy left message

03/04/15 @ 4:21 pm – Customer left message

03/05/15 @ 9:53 am – Realgy left message

03/10/15 – Researched and responded to Revdex.com

Complaint

DIRECT RESPONSE TO

COMPLAINT:

I signed up 3 months ago with Realgy after

recieveing a cold call. This

is a statement, not a complaint Realgy can respond to.

The caller explained there rate was .048

per therm and could be locked in or let float.

Our contracts/T&C are a variable rate.

Now my bills are higher then ever. This is a

statement, not a complaint Realgy can respond to.

They did not tell there was a customer

charge or storage injection in the beginning, I called after the first bill and

was told it was a initial charge, The

Storage Injection is not a charge, it is a specific Program where you purchase

20% of your annual usage during the summer months (April – October) at the

lower summer rate and then use that Stored gas during the winter months

(November – March) at no charge.

I've got 4 bills

and it's still there; looks like I'm storing gas for the summer when I don't

need it. The gas is being purchased in

the Summer months (April – October) and they is used in the Winter months (Nov –

March).

I called and told them I wanted to cancel,

they said there was a $50 early termo fee which they told me before. This is a

statement, not a complaint Realgy can respond to.

I ask about the storage fee I paid because

if I cancel I would not be using the it, which now totals $139.26. The customer is not understanding this is not

a fee, it is actual gas that he purchased and was stored away to be used in the

winter months. The customer had

purchased 188.1 therms and used 130.5 before he canceled early.

If the customer

would like to reenroll, we will put the remaining Storage back in his account

to be used.

Review: We have [redacted] energy as our energy company and received a letter from realgy energy stating we changed to their services per a voice recorded phone conversation which neither my husband or myself had with this company. I have called to cancel the service and keep getting a phone answering service stating they will return my call. They called back when I was at work and I tried to return the call and got the same answering service. They said they would call again till tomorrow and I couldn't speak to anyone until then! I was very upset. I want to know how my information was given to them and who authorized to change my account to them.Desired Settlement: Don't want realgy energy services services. We would like an explanation of how our information was given to them. A letter of apology for the inconvenience they have caused us.

Business

Response:

Review: A woman came to my door about a month ago claiming she was with [redacted] Energy to let me know the prices have dropped for gas and would need my billing statement in order to receive the change in prices for next month's bill. She however DID NOT inform me that she WAS NOT with my current gas provider and was with Realgy Energy Services. I have contacted [redacted] to see if the gas was in my name but Realgy has switched me over to their pricing without my permission or agreement. I need to get my gas back in my name COMPLETELY with [redacted] and cancel Realgy Energy Services as soon as possible before my 10 days are up. I have attempted to contact Realgy several times and no one has returned my phone calls or emails. I am frustrated that the woman was very dishonest and that Realgy put the gas into their name without my permission to do so. This is completely unacceptable and unprofessional. Please help me cancel my subscription with Realgy promptly so that I can get the gas back into my name fully with [redacted] energy.Desired Settlement: I need to have my subscription to Realgy Energy Service canceled IMMEDIATELY so that I can get my name back into [redacted] prices ASAP.

Business

Response:

Review: I was promised a 20% guarantee savings for the first 60 day. That has not happened but actually have been charged $152.44 over what [redacted] would have charged on the 2 accounts. I check with [redacted] on both accounts and here is the truth....... 1st account - [redacted] charged 40 cents a therm in Dec and 46 cents for January. While Realgy is charging 54 cents for the bill from 12-19-13 1-20-14 Thats a $62.78 over charge for that bill[redacted] charged 40 cents a therm in Nov and Dec ... While Realgy is charging 47 cents for the bill from 11-19-13 12-19-14 Thats a $28.63 over charge for that bill .. A total of $91.41 over charge for the first account. -------------2nd account = [redacted] charged 40 cents a therm in Dec and 46 cents for January. While Realgy is charging 54 cents for the bill from 12-19-13 1-20-14 .... Thats a $35.61 over charge for that bill ------That is a total of $152.44 over charged in just 2 month that I was guaranteed a 20% savings When I asked for a credit I was told well they can't be responsible for market changes. The market price is what [redacted] charges and the 20% guaranteed savings was over 12 months. Not what I was told. Plus how on earth could they show a 20% savings if they are that high now? Bad company and Bad sales Reps that lie to you. Do not trust this company...Desired Settlement: I want my $152.44 refunded plus The difference in next bills until I am switched back to [redacted] where I should have stayed.

Business

Response:

Response to Revdex.com File No [redacted]

Review: I receive gas through a third party supplier, Realgy Energy Services and have since 2007. It is delivered and billed through [redacted]. My latest bill for gas supply was $409.65 (an increase of over $141, even though I used 145 less therms this month). Upon further investigation, in the last 12 months Realgy has been charging almost twice what [redacted] charged (Realgy: .7514/therm; [redacted]: .3831). I called Realgy 4 times on 3 consecutive days without anyone returning my calls. I finally received a return call after I threatened to call the news and my attorney. The staff was insolent and gave me false information (quoted incorrect gas prices, provided inconsistent explanation of their high rates). When I said I wanted to cancel their service due to poor customer service and extremely high gas prices, I was told I would receive an early cancellation fee even though I have been a customer for 7 years!Desired Settlement: I want to be able to cancel my service with them without being charged a cancellation fee. Also, a refund of the astronomical rates they have been charging would be nice.

Business

Response:

Good afternoon,

Realgy has taken

proactive numerous steps to explain how this winter’s extreme weather has

affected Pricing, Market conditions, and most obviously increased usage.

We have sent out our Quarterly Newsletter, we have published numerous articles

on our website and directed Customers to the Website to stay informed. We

have also sent out an email blast to all our customers with the link to our

Website and all the Blogs regarding this issue. Please feel free to visit

our Website and view the articles and information; http://realgyenergyservices.com/blog/

CUSTOMER HISTORY TIMELINE:

03/06/07 – Customer enrolled via TPV

03/2007 – Welcome Letter sent

04/14/14 @ 4:46 pm (after hours) – Customer left message

04/15/14 @ 4:47 pm (after hours) – Customer left message

04/16/14 @ 4:09 pm – Customer left message

04/17/14 @ 1:43 pm – Realgy called and spoke to Customer.

She continued to yell, would not let the CS Rep finish a sentence without

interrupting and yelling. She was asked several times to refrain from

yelling and she just yelled “I’m not yelling”. We attempted to explain

the issues with the extreme weather and how it is affecting the Market Pricing,

she didn’t want to hear it. We let her know that she has been with us

since 2007 and overall we have saved her money. She said she doubted

it. She was given the Cancelation Process and told about the ETF of

$80. She became irate over the ETF. She asked to speak to a Supervisor

and was transferred. The same thing happened, she continued

yelling. She then asked to speak to a Manager, and was transferred.

She complained she didn’t want to pay an ETF because she has been with us for 7

years. It was explained that if she cancels now, it is considered early

and there would be a fee. She was extremely irate and again yelling, was

asked several times to refrain from yelling. She asked and was given the

name and address of the President of Realgy, and hung up.

04/18/14 – Rec’d request to drop

04/18/14 – Rec’d Complaint

04/18/14 – Submission for Drop request to Utility

04/22/14 – Confirmation from Utility for Drop Request

04/23/14 – Researched and responded to complaint

04/25/14 – Rec’d, responded to Revdex.com Complaint

DIRECT RESPONSE TO COMPLAINT:

I

receive gas through a third party supplier, Realgy Energy Services and have

since 2007. Affirmative

It

is delivered and billed through [redacted]. Affirmative

My

latest bill for gas supply was $409.65 (an increase of over $141, even though I

used 145 less therms this month). The Terms of the contract have not changed. The Market pricing has increased

significantly due to the extreme conditions of this past Winter Season.

Upon

further investigation, in the last 12 months Realgy has been charging almost

twice what [redacted] charged (Realgy: .7514/therm; [redacted]: .3831). This is

incorrect.

I

called Realgy 4 times on 3 consecutive days without anyone returning my

calls. We

have had an extremely high call volume.

Our normal procedure is to return all calls with 1 business day. Due to the extremely high call volume, we

offer the customer to go online to schedule a time for a call back that will

fit in their schedule, otherwise we will call back within 2 business days.

I

finally received a return call after I threatened to call the news and my

attorney. The

return call had nothing to do with the Customer’s threats. We called this customer as her turn came

up. We do not respond to threats, we

call all customers back in the order they are received. When a customer does threaten to complaint,

we let them know as a consumer they have that right.

The

staff was insolent and gave me false information (quoted incorrect gas prices,

provided inconsistent explanation of their high rates). This

statement is not factual, but the opinion of the complainant. We explain exactly what is going on in the Market

and the reason for the high pricing.

When

I said I wanted to cancel their service due to poor customer service and

extremely high gas prices, I was told I would receive an early cancellation fee

even though I have been a customer for 7 years!

The ETF has nothing to do with the customer’s

opinion of the service. If you cancel

your contract early (this contract will expire April 2015) there is an ETF.

I

want to be able to cancel my service with them without being charged a

cancellation fee. The ETF will not be waived.

Also,

a refund of the astronomical rates they have been charging would be nice. The rates

are the Market Rates, the Terms of the contract (6.5 adder) never changed.

Business

Response:

Good afternoon,

Realgy has taken

proactive numerous steps to explain how this winter’s extreme weather has

affected Pricing, Market conditions, and most obviously increased usage.

We have sent out our Quarterly Newsletter, we have published numerous articles

on our website and directed Customers to the Website to stay informed. We

have also sent out an email blast to all our customers with the link to our

Website and all the Blogs regarding this issue. Please feel free to visit

our Website and view the articles and information; http://realgyenergyservices.com/blog/

CUSTOMER HISTORY TIMELINE:

03/06/07 – Customer enrolled via TPV

03/2007 – Welcome Letter sent

04/14/14 @ 4:46 pm (after hours) – Customer left message

04/15/14 @ 4:47 pm (after hours) – Customer left message

04/16/14 @ 4:09 pm – Customer left message

04/17/14 @ 1:43 pm – Realgy called and spoke to Customer.

She continued to yell, would not let the CS Rep finish a sentence without

interrupting and yelling. She was asked several times to refrain from

yelling and she just yelled “I’m not yelling”. We attempted to explain

the issues with the extreme weather and how it is affecting the Market Pricing,

she didn’t want to hear it. We let her know that she has been with us

since 2007 and overall we have saved her money. She said she doubted

it. She was given the Cancelation Process and told about the ETF of

$80. She became irate over the ETF. She asked to speak to a Supervisor

and was transferred. The same thing happened, she continued

yelling. She then asked to speak to a Manager, and was transferred.

She complained she didn’t want to pay an ETF because she has been with us for 7

years. It was explained that if she cancels now, it is considered early

and there would be a fee. She was extremely irate and again yelling, was

asked several times to refrain from yelling. She asked and was given the

name and address of the President of Realgy, and hung up.

04/18/14 – Rec’d request to drop

04/18/14 – Rec’d Complaint

04/18/14 – Submission for Drop request to Utility

04/22/14 – Confirmation from Utility for Drop Request

04/23/14 – Researched and responded to complaint

04/25/14 – Rec’d, responded to Revdex.com Complaint

DIRECT RESPONSE TO COMPLAINT:

I

receive gas through a third party supplier, Realgy Energy Services and have

since 2007. Affirmative

It

is delivered and billed through [redacted]. Affirmative

My

latest bill for gas supply was $409.65 (an increase of over $141, even though I

used 145 less therms this month). The Terms of the contract have not changed. The Market pricing has increased

significantly due to the extreme conditions of this past Winter Season.

Upon

further investigation, in the last 12 months Realgy has been charging almost

twice what [redacted] charged (Realgy: .7514/therm; [redacted]: .3831). This is

incorrect.

I

called Realgy 4 times on 3 consecutive days without anyone returning my

calls. We

have had an extremely high call volume.

Our normal procedure is to return all calls with 1 business day. Due to the extremely high call volume, we

offer the customer to go online to schedule a time for a call back that will

fit in their schedule, otherwise we will call back within 2 business days.

I

finally received a return call after I threatened to call the news and my

attorney. The

return call had nothing to do with the Customer’s threats. We called this customer as her turn came

up. We do not respond to threats, we

call all customers back in the order they are received. When a customer does threaten to complaint,

we let them know as a consumer they have that right.

The

staff was insolent and gave me false information (quoted incorrect gas prices,

provided inconsistent explanation of their high rates). This

statement is not factual, but the opinion of the complainant. We explain exactly what is going on in the Market

and the reason for the high pricing.

When

I said I wanted to cancel their service due to poor customer service and

extremely high gas prices, I was told I would receive an early cancellation fee

even though I have been a customer for 7 years!

The ETF has nothing to do with the customer’s

opinion of the service. If you cancel

your contract early (this contract will expire April 2015) there is an ETF.

I

want to be able to cancel my service with them without being charged a

cancellation fee. The ETF will not be waived.

Also,

a refund of the astronomical rates they have been charging would be nice. The rates

are the Market Rates, the Terms of the contract (6.5 adder) never changed.

Review: (1) Failure to honor price agreement, promises: The company has not kept up, at all, to its price agreement. And, kept charging my account, without any explanation.. It also never backed it up sending me agreement, contract, welcome letter, or even email; as it had promised me..! I have not received anything in writing, not even email, as I was told..!

(2) Unexplained, unauthorized charges: On top of not keeping up to its promises to price agreement, it also keeps charging my account (every month) other charges, fees (pool participation.. Additional fees.. Etc..), which I never agreed to. I had specifically asked, and was told that there won't be any charges, fees..!

(3) Unable to reach, talk, discuss to anyone in the Company: My repeated tries to contact, talk to someone in the company have failed miserably..! Calls either go to answering service, or voice mail; and, no one bothers to return my calls..! Period..! Company does not have email contact, or any customer help on its website..!! Talked with someone twice..! Once, when [redacted] called me to get me into joining the service (company never honored that price promise..!), and then when my service wasn't changed due to municipal aggregation, [redacted] called me to get me into joining them..! And, since then, once joined, I am at its mercy to all these unexplained charges, unable to talk it out, sort it out, and frustrating in dark..!Desired Settlement: (1). The company should return all extraneous charges; pool participation, additional fees, etc.. And, stop charging it, until my change in service is done...

(2). I have initiated change for my supplier.. It should be allowed to go through smoothly, without any charges, or further complication..!

(3). Definitely, this kind of behavior; breach of promises, deceptive practices, blatant disregard of customer, lack of accountability, inaccessibility is never good for anyone..! There should be better protective rules to avoid this kind of happenings, and lessening stress, frustration..! I hope this company straightens out its practices, becomes moral, rule bases, and values its customers..!

Business

Response:

CASE: [redacted]

CUSTOMER NAME: [redacted]

ACCOUNT: [redacted]

UTILITY: [redacted]

CUSTOMER HISTORY TIMELINE:

07/08/14 - Customer went

through [redacted]

07/09/14 - Request to

enroll sent to Utility

07/10/14 - Notice from

Utility, NFI

08/20/14 @ 3:58 pm -

Customer left message

08/25/14 @ 2:24 pm -

Realgy called and spoke to Customer, Upendra he signed with Realgy to get out

of his City's aggregate deal. But enrollment rejected as NOT FIRST IN he

contacted [redacted] about this and they told him there was no real way to ensure

that Realgy would enroll before the aggregate deal. He does want to enroll with

Realgy so I resubmitted addition and let him know that I would watch his

account to make sure it enrolls. Let him know to give me a call if by 9/8/14 he

still has not received his Welcome Letter. Left him with my direct ext and he

said to email him if we need to contact him in the first week of September as

he will be out of town.

08/25/14 - Request to

enroll sent to Utility

08/26/14 - Notice from

Utility enrollment accepted start 10/11/14

10/20/14 @ 2:08 pm -

Customer left message

10/23/14 @ 9:01 am -

Realgy called and spoke to Customer, [redacted] he had received the letter from [redacted] letting him know service will start 10/10/14 let him know that he will see

Realgy on his [redacted] bill in November. He then asked about the rates let him

know that it is a variable rate and currently it is $0.071. He stated that he

was under the impression that it would be fixed for 24 months at $0.05/kWh. Let

him know that was not the case and that the [redacted] did state it was a variable

rate and that is his contract. Offered a [redacted] fixed rate of $0.07/kwh until

next May 2015 which he would like to do let him know he would have to sign the

contract and get it back to us and it will take effect on his next meter

reading. He then asked if there were specials if he enrolled his [redacted] account

as well let him know that we do not have any special promotions for enrolling

more than one utility account other than that both would be getting the lower

rates. He then started asking about termination fees let him know that there

would be an ETF of $50 for both the [redacted] and [redacted] account if he did enroll it

and the renewal date for his [redacted] account was 4/1/2017 went over length of

contract and offered to waive ETF for first 6 months since he was told there

would not be a fee. Sending over email with [redacted] and [redacted] comps as requested

as well as [redacted] fixed price contract.

10/30/14 - Rec'd signed

Fixed Price Agreement $0.070 11/14 - 05/15

03/03/15 @ 3:23 pm -

Customer left message

03/04/158 @ 9:33 am -

Realgy called and left message

03/06/15 - Rec'd Complaint

03/09/15 @ 2:10 pm -

Realgy called customer, continuous ring, no machine. Called back to verify we had the correct

number, still no answer, no machine.

03/09/15 - Researched and

responded to complaint: CUSTOMER CALLING

BECAUSE HE CLAIMS HE

INITIALLY AGREED TO A 24 MONTH CONTRACT WITH THE ABOVE

COMPANY FOR 5.5 CENTSPER

KWHR. The customer originally agreed to

the Managed

Rate, then signed a Fixed

Price Agreement on 10/30/14 for $0.070 from 11/14 -

05/15. HE BELIEVES THIS

WAS AROUND OCT/NOV OF 2014. Customer s

original

enrollment was July 2014.

HE SAID THIS WAS NEVER DONE SO HE CALLED THE COMPANY AND

HE WAS ADVISED THAT THEY

DON T OFFER SUCH A RATE AND THATSHE COULD OFFER HIM 7.5

CENTS. Evidence of conversation listed above. HE

SAID HE NEVER AGREEDTO THIS RATE

AND THE COMPANY HAS

CONTINUED TO BILL HIM ATA HIGH RATE (9.3 CENTS). Evidence

refutes this statement. HE

CLAIMS HE WAS ALSO ADVISED THERE WOULD BE NO ADDITIONAL

FEES AND HE S BEING

CHARGED FOR A POOL PARTICIPATION CHARGE FOR $3.75? Evidence

refutes this statement. HE

ALSO SAID THAT HE HASN T RECEIVED ANY PAPERWORK FROM

THE COMPANY REGARDING A

CONTRACT OR ANYTHING. Customer faxed

Realgy the signed

agreement back, he has the

original. HE SAID EVERYTIME HE TRIES TO

CALL THE

COMPANY HE GETS A

VOICEMAIL SO HE S NEVER ABLE TO TALK TO ANYBODY AND GET THIS

SITUATION RESOLVED. Evidence refutes this statement.

03/17/15 – Notice from

Utility, Customer Drop Service

03/27/15 – Researched and

responded to complaint

DIRECT RESPONSE TO COMPLAINT:

Failure

to honor price agreement, promises: The company has not kept up, at all, to its

price agreement. And, kept charging my account, without any explanation.. It

also never backed it up sending me agreement, contract, welcome letter, or even

email; as it had promised me..! I have not received anything in writing, not

even email, as I was told..!

The customer

signed a Fixed Price Agreement (attached), and sent us a copy, they have the

original. [redacted], and Welcome Letters were sent and programs

available discussed several times with the customer (as evidence shows above).

(2) Unexplained, unauthorized charges: On

top of not keeping up to its promises to price agreement, it also keeps

charging my account (every month) other charges, fees (pool participation..

Additional fees.. Etc..), which I never agreed to.

Per the second

paragraph in the signed Fixed Agreement, it states there are other charges the

Customer is responsible for.

I

had specifically asked, and was told that there won't be any charges, fees..!

Evidence refutes

this statement.

(3)

Unable to reach, talk, discuss to anyone in the Company: My repeated tries to

contact, talk to someone in the company have failed miserably..! Calls either

go to answering service, or voice mail; and, no one bothers to return my

calls..! Period..!

We are a customer

service center and when we are on the phones, we do have the calls to go the

Answering Service or voice mail. All

calls are returned, as evidence shows.

Company does not have email contact, or

any customer help on its website..!!

Evidence refutes

this statement. Customer Service can be

contacted through the Website, and we also have a live CHAT feature.

Talked with someone twice..! Once, when

[redacted] called me to get me into joining the service (company never honored that

price promise..!), and then when my service wasn't changed due to municipal

aggregation, [redacted] called me to get me into joining them..!

This is a statement, not a compliant Realgy

can respond to.

And, since then, once joined, I am at its

mercy to all these unexplained charges, unable to talk it out, sort it out, and

frustrating in dark..!

This is a statement, not a complaint

Realgy can respond to, except to say evidence proves we have talked to the

customer several times and they signed the contract.

(1). The company should return all

extraneous charges; pool participation, additional fees, etc.. And, stop

charging it, until my change in service is done...

The customer is

responsible for all charges related to the electricity they have used, that is

what they have been charged for.

(2). I have initiated change for my

supplier.. It should be allowed to go through smoothly, without any charges, or

further complication..!

We have received a

Notice that the customer is dropping service and going with another supplier.

(3). Definitely, this kind of behavior;

breach of promises, deceptive practices, blatant disregard of customer, lack of

accountability, inaccessibility is never good for anyone..! There should be

better protective rules to avoid this kind of happenings, and lessening stress,

frustration..! I hope this company straightens out its practices, becomes

moral, rule bases, and values its customers..!

Realgy has been in

business since 1999, are objective is to save customer’s money with their

energy use. All our programs and charges

are in writing and can be found on our web site. We hide nothing.

Review: First of all, we do not know how Realgy became our supplier. They fraudulently switched our account from [redacted]'s Gas. Last month, we had a 300 credit on our bill. They turned the gas off. When I called, they said "technical error." Now, there is an unjustified charge of $417.87 on the bill. Realgy has not answered the phone or returned my call for 2 days. They have a voice message that says all representatives are busy. Leave a message. They will call back in 1 business day. That is COMPLETELY UNACCEPTABLE. They are scam artists.Desired Settlement: Remove this $417.87 charge.

Business

Response:

Revdex.com File No: [redacted]

HISTORY SUMMARY FOR:

Name: [redacted]

Phone: ###-###-####

Street: [redacted]

CityStZip: [redacted]

Acct: [redacted]

Utility: [redacted]

CUSTOMER HISTORY TIMELINE:

04/11/11 – Customer enrolled

via TPV

04/18/11 – Welcome Letter

sent

09/16/11 @ 3:37 pm –

Customer left message

09/21/11 @ 12:07 pm –

Realgy called and spoke to Customer,[redacted], explained Storage Program

01/05/15 @ 10:38 am – Customer

left message

01/05/15 @ 5:29 pm –

Customer left message

01/06/15 @ 12:47 pm –

Customer set TimeTrade appointment for

01/07/15 @ 9:30 am

01/07/15 @ 9:38 am – Realgy

called and spoke to Customer,[redacted]. Discussed

the gas supply charges on her account. She

wants to cancel and wants to know how. Explained she would have to send the request

in writing. She believes we are a scam. Advsd we are not, we are a successful company

and have been in business since 1999. She said she researched all our complaints on

the Revdex.com. Advsd we have still maintained

an A rating which shows the complaints are unfounded, just like anyone can file

a lawsuit, anyone can file a Revdex.com complaint. She believes that is because we have learned

to operate just above the law. Advsd if

she cancels prior to the April renewal there will be an early termination fee

as well as the loss of gas in storage she purchased over the summer. Asked my name and title and wanted to know if

we had a PR Dept because she is writing a column today about exposing our scam.

01/07/15 – Rec’d complaint

01/14/15 – Researched and responded

to complaint

DIRECT RESPONSE TO

COMPLAINT:

First

of all, we do not know how Realgy became our supplier. The customer went through a TPV in April

of 2011 and has been a customer of Realgy’s since that time.

They

fraudulently switched our account from [redacted]'s Gas. Evidence clearly refutes this statement.

Last

month, we had a 300 credit on our bill. This is

a [redacted]’s Gas issue, nothing to do with Realgy.

They

turned the gas off. This is

a [redacted]’s Gas issue, nothing to do with Realgy.

When

I called, they said "technical error." This is a [redacted]’s Gas issue, nothing to

do with Realgy.

Now,

there is an unjustified charge of $417.87 on the bill. This is a [redacted]’s Gas issue, nothing to

do with Realgy.

Realgy

has not answered the phone or returned my call for 2 days. Evidence refutes this statement, customer set

an appointment for a return call and Realgy honored that appointment.

They

have a voice message that says all representatives are busy. This is a statement, not a complaint

that can be answered.

Leave

a message. This is a statement, not a complaint that can

be answered.

They

will call back in 1 business day. This is a statement, not a complaint that

can be answered.

That

is COMPLETELY UNACCEPTABLE. This is

a statement, not a complaint that can be answered.

They

are scam artists. This is

a statement, not a complaint that can be answered.