Realgy

Review: I have learned that this company is charging more per therms than they verbally told me initially. My gas company is [redacted] and the Realgy representative said their rates would always be cheaper. I have since learned this is not true. I have been callling them for over 2 weeks trying to cancel this service. I have left numerous messages with their answering services. Today, a Realgy person by the name of [redacted], called my daughter's home returning my call from over a week ago. They have left msgs at my home stating a cancellation of $80 and forfeitting a $100 worth of gas. I am beyond exhausted with this company trying to talk to them and ask questions. I have yet to speak to someone to ask basic customer services questions, they simply are not available.Desired Settlement: I would like my early termination fee forgiven and/or my unused therms honored.

Business

Response:

CASE: [redacted]

CUSTOMER

NAME: [redacted]

ACCOUNT

STATUS: Active

ACCOUNT: [redacted]

UTILITY: [redacted]

CUSTOMER

HISTORY TIMELINE:

07/05/12 – Customer enrolled via TPV

07/06/12 – Welcome letter sent to customer

10/28/14 @ 10:56 am – Customer left message

11/03/14 @ 3:25 pm – Realgy left message for customer

11/04/14 @ 10:19 am – Customer left message

11/05/14 @ 10:49 am – Realgy left message for customer

11/06/14 @ 9:09 am – Customer left message

11/06/14 @ 9:22 am – Customer left message

11/06/14 @ 9:25 am – Customer left message

11/06/14 @ 9:26 am – Customer left message

11/11/14 – Rec’d, researched, responded to complaint (listed below)

11/11/14

@ 2:58 pm – Realgy left detailed message for customer; Left very detailed message for [redacted] to call

back. And that ETF of $80 and loss of gas in storage will happen if she cancels

now and we would need something in writing from her she can send an email to [redacted] send a fax to ###-###-#### or mail a letter to our main office with her account

number account name and a message that she wants to cancel her account. She can also go online and set a TimeTrade

appointment to set a time convenient for her to receive a call.

11/17/14

@ 2:30 pm – Realgy left another message for customer

11/17/14

@ 2:53 pm – Customer left message

11/17/14

@ 4:31 pm – Customer left message

11/17/14

@ 4:34 pm – Customer left message

11/18/14

@ 9:15 am – Customer left message

11/18/14

@ 9:37 am – Customer left message

11/18/14 – Rec’d Revdex.com complaint

11/18/14 @ 9:50 am – Realgy called

and spoke to customer. Spoke to [redacted] NOT

VERY NICE she has already sent in her cancellation request via email. Sent a

response confirmation that we had received it. And again let her know that

cancelling now would incur an ETF of $80 and the loss of gas in storage

totaling $109.09. She stated that she would not be paying the ETF since we were

keeping her gas let her know that she could cancel for 4/1/2015 the renewal and

cancel without ETF and all gas would be used up. Let her know that we had

received her cancellation request and that we will place cancellation with [redacted] but that it can take up to 2 billing periods since they supply the end

meter read date we have no control over that. She was not very nice and hung up

on me stating that as far as she was concerned her email cancelled her account

yesterday and she will not be paying the ETF and she will be calling [redacted] now.

11/21/14 – Researched and responded

to Revdex.com Complaint

DIRECT

RESPONSE TO COMPLAINT:

I have learned that this company is

charging more per therms than they verbally told me initially. The customer is on a variable rate, which has

the potential to change every month.

My gas company is [redacted] and the Realgy

representative said their rates would always be cheaper. We will save our customer’s money over any 12

month period.

I have since learned this is not true. This is an opinion, not a complaint that can

be answered.

I have been callling them for over 2 weeks

trying to cancel this service.

Evidence shows we have attempted to contact the customer and left

detailed messages when able.

I have left numerous messages with their

answering services. This

is a statement, not a complaint that can be answered.

Today, a Realgy person by the name of [redacted], called my daughter's home returning my call from over a week ago. This is a statement, in which the customer is

not recognizing that we have left her messages.

They have left msgs at my home stating a

cancellation of $80 and forfeitting a $100 worth of gas. We have left the detailed message for the

customer.

I am beyond exhausted with this company

trying to talk to them and ask questions.

This is a statement, not a complaint that can be answered. When we have left messages for the customer,

we have advised that she can go online to our website and set a TimeTrade

Appointment which will allow her to choose a time that will be convenient for

her to have us reach out to her and call her.

She has not done this.

I have yet to speak to someone to ask

basic customer services questions, they simply are not available. Evidence refutes this statement, we spoke to

her the morning she filed this complaint.

[redacted] COMPLAINT DIRECT RESPONSE

TO COMPLAINT:

Cust is trying to cancel Realgy services as her gas

supplier. Statement, not a complaint

She has called repeatedly and left messages.

We have attempted to contact the customer and left messages

She was adv to leave a message for [redacted] ext [redacted] and she has left several messages for her with no response.

Customer has left several messages in the same hour, these are all logged in,

and she is in the queue to have her call returned.

Cust is very upset and frustrated.

Statement, not a complaint

She needs a manager to contact her so she can

resolve this issue. Customer is in the queue to be

called

Can reach her 11/11 or after at the above number or

today after 5pm. Statement, not a complaint

Consumer

Response:

Review: [redacted]

I am rejecting this response because:In response in email sent to me, Realagy stated that I was not very nice. This is a complete falsehood. I have been nothing but nice, considerate and patient through this process. On several occasions, I attempted to speak with Realagy as indicated by their own log. I have been told by both customer service representatives [redacted] and [redacted] that the reason for their slow response was due to a staff person dealing with the flu. Also [redacted] attempted to reach me at my daughter's home and spoke to my daughter and admitted that she knew I had called over a week ago but couldn't return my call due to staff shortage. If their whole operation is solely dependent on upon one person its no wonder their customer care is deficient. Their apology was unprofessional and unacceptable. I was actually hopeful because I was finally in contact with a live person. I stated once again to [redacted] that Realagy could not charge me $80 plus keep 207.8 therms of gas ($109). They can't have it both ways. It seems to me I'm owed a credit. Also, it was only after I filed a complaint with Revdex.com did [redacted] somehow managed to reach me. After I stated my case, I said goodby and pressed down the receiver. I DID NOT hang up on her. From their own website, it defines early termination as 24 months or less of service. I signed up in July 2011. I should not be penalized. I did see that they renewed in April without my consent. Why should I have to call them for renewal? Don't they have an obligation to ask me if I want to continue their services. I want them to keep their gas which is $109 and credit my [redacted] account for $80. They should not be able to profit with unsavory business practices. If my contract was up in July, they should have called me to ask for renewal. Now, I feel hostage with this company to next April. It should work this way. I want out of this contract with them immediately.

Sincerely,

Business

Response:

DIRECT

RESPONSE TO ADDITIONAL COMMENTS FILED IN Revdex.com COMPLAINT:

I am rejecting this response because:In

response in email sent to me, Realagy stated that I was not very nice. This is an opinion, not a complaint that can

be answered.

This is a complete falsehood. This is an opinion, not a complaint that can

be answered.

I have been nothing but nice, considerate

and patient through this process. This is an opinion, not a complaint that can

be answered.

On several occasions, I attempted to speak

with Realagy as indicated by their own log.

This is an opinion, not a complaint that can be answered.

I have been told by both customer service

representatives [redacted] and [redacted] that the reason for their slow response was

due to a staff person dealing with the flu.

This is an opinion, not a complaint that can be answered.

Also [redacted] attempted to reach me at

my daughter's home and spoke to my daughter and admitted that she knew I

had called over a week ago but couldn't return my call due to staff shortage. This is an opinion, not a complaint that can

be answered.

If their whole operation is solely

dependent on upon one person its no wonder their customer care is deficient. This is an opinion, not a complaint that can

be answered.

Their apology was unprofessional and

unacceptable. This

is an opinion, not a complaint that can be answered.

I was actually hopeful because I was

finally in contact with a live person. This

is an opinion, not a complaint that can be answered.

I stated once again to [redacted] that Realagy

could not charge me $80 plus keep 207.8 therms of gas ($109). Per the Terms & Conditions of the contract,

there is an ETF of $80, and you will forfeit any gas in Storage.

They can't have it both ways. This is an opinion, not a complaint that can

be answered.

It seems to me I'm owed a credit. This is an opinion, not a complaint that can

be answered.

Also, it was only after I filed a

complaint with Revdex.com did [redacted] somehow managed to reach me. Evidence disputes this claim. We had actually left messages previous to the

complaint being filed.

After I stated my case, I said goodby and

pressed down the receiver. This

is an opinion, not a complaint that can be answered.

I DID NOT hang up on her. This is an opinion, not a complaint that can

be answered.

From their own website, it defines early

termination as 24 months or less of service.

Per the Terms & Conditions, the contract expires the April following

the first 24 months if we do not receive written notice 60 days prior, it auto

renews. This customer is in a current

term which will renew April 2015 if we do not receive written notice 60 days

prior that she would like to cancel.

I signed up in July 2011. Not a complaint that can be answered.

I should not be penalized. This is an opinion, not a complaint that can

be answered.

I did see that they renewed in April

without my consent. The

contract renewed per the Terms & Conditions.

Why should I have to call them for

renewal? The customer only

has to contact Realgy if they do not wish to renew, per the Terms &

Conditions, the contract auto renews.

Don't they have an obligation to ask me if

I want to continue their services. The

customer is advised of the auto renew in the Terms & Conditions.

I want them to keep their gas which is

$109 and credit my [redacted] account for $80.

This is an opinion, not a complaint that can be answered.

They should not be able to profit with

unsavory business practices. This

is an opinion, not a complaint that can be answered.

If my contract was up in July, they should

have called me to ask for renewal. The

contract was not up in July, and it renewed per the Terms & Conditions.

Now, I feel hostage with this company to

next April. This

is an opinion, not a complaint that can be answered.

It should work this way. The process is spelled out in the Terms &

Conditions.

I want out of this contract with them

immediately. The

Customer has sent in the request to Drop Service and that is being processed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I am not forefeiting my gas. They cannot ask for ETF and keep my gas. I want to exhaust my gas in storage and then I cancel my service with Realagy.

Sincerely,

Review: I was called to switch my home gas to Realgy Energy Services, three weeks ago. On 12 February 2015, I received a package in the mail with postage due of $1.13 that the Mail Carrier, collected before receiving the package. After going through my mail I opened this and an Ink Pen was in it. (It was not ordered and must have been a gift) I tried to contact the "Call Center" [redacted], two time for my money returned for a gross mistake of using there customer in this manner of enrolling for their serve and wouldn't be contacted for two or three days. I think this is just to put this off and try to forget it.Desired Settlement: I would like to be refunded $1.13 plus $10.00 for the time, trouble, and stress due to being a retired vet taking meds I take for dealing with things like this. ([redacted]. Can I afford these kind of things from every business that contacts me?

Business

Response:

CASE: [redacted]

CUSTOMER NAME: [redacted]

ACCOUNT: [redacted]

UTILITY: [redacted]

CUSTOMER HISTORY TIMELINE:

01/25/15 – Customer enrolled via TPV

02/03/15 – Notice from Utility accepted enrollment

02/04/15 – Welcome Letter sent

02/13/15 @ 10:54 am – Customer left message

02/13/15 @ 2:50 pm – Realgy called and spoke to

Customer, [redacted] stated he is very upset that he was charged for the welcome

letter of $1.15. I apologized to the

customer for inconvience and that we would refund him. He said that’s all your

going to do? And also stated will it take months to receive? I advsd customer

that we would send it soon not months and that it would be by check. The customer

then complained about having to use his gas to cash the check. I advsd to the

customer that we are trying to rectify the problem but it is with the postal

service. I advsd we do weigh and set the postage but sometimes post offices to

kick back. Customer was still not happy and wanted to be transferred to the

supervisor. Call transferred to [redacted].

02/13/15 @ 2:51 pm – Supervisor took transferred

call, [redacted] is unhappy about the postage due. Advsd we can refund that back. He

said he would have to waste his time and his gas to go to the bank. Advsd that

is all we can offer. Advsd we send

approx 1000 out a week and maybe 10 have the postage issue and it just started

last week. He didn’t care. He was upset and will be filing a Revdex.com

complaint.

03/10/15 @ 11:14 am – Customer left message

03/10/15 @ 3:13 pm – Realgy left message

03/10/15 – Researched and responded to complaint

DIRECT RESPONSE TO

COMPLAINT:

I was called to switch my home gas to

Realgy Energy Services, three weeks ago. This is a statement, not a complaint Realgy can

respond to.

On 12 February 2015, I received a package

in the mail with postage due of $1.13 that the Mail Carrier, collected before

receiving the package. This is a statement, not a

complaint Realgy can respond to.

After going through my mail I opened this

and an Ink Pen was in it. (It was not ordered and must have been a gift). This is a statement, not a complaint Realgy can

respond to.

I tried to contact the "Call

Center" [redacted], two time for my money returned for a gross mistake

of using there customer in this manner of enrolling for their serve and wouldn't

be contacted for two or three days. This

is not a clear statement, but evidence shows Realgy did reach out the customer

the same day he called in and apologized and explained what we believe happened.

I think this is just to put this off and

try to forget it. This is a statement, not a

complaint Realgy can respond to.

I would like to be refunded $1.13 plus

$10.00 for the time, trouble, and stress due to being a retired vet taking meds

I take for dealing with things like this. ([redacted]. Can I afford these kind of things from every

business that contacts me? This is a statement, not a

complaint Realgy can respond to.

Realgy explained

to the customer that we have gone to the United States Post Office in [redacted] and they told us how much it would cost to mail out the

Welcome Package. We send out thousands

at a time and have noticed in [redacted] about 1% have been returned with a

notice of Postage Due. We have had a few

customers call in complaining and we have and will continue to issue a refund

check for the extra postage they have had to pay, which has been $1.13.

In December of 2015, we had a young man come to our door “representing [redacted] Energy, Inc." ([redacted])—our local natural gas company. This young man stated emphatically that he represented [redacted]; that in fact he was an employee of [redacted] Energy. After listening to part of his sales pitch—that by the way, he vigorously repeated that he was not selling anything—I soon recognized as a similar dishonest sales tacit. It was very early into his rehearsed pitch, he ask to see a copy of our utility bill. I must say he was wearing a badge around his neck with the [redacted] logo on it, but he could have printed that himself. As you will see later in this post, he was not affiliated with my utility company.
This alone seemed suspicious. I mean if you are a representative from any organization that I have a legitimate consumer relationship with; you will have access to my account, without asking for my bill. He became very defensive, ill tempered, and rude. This person leaned in closer demanding “I AM WITH [redacted], YOU CAN CALL MY BOSS AND CONFIRM!” At this point, I was not in the mood to call anyone but the police. He came within an inch or two from my roommates face—nose to nose as it were. I became concerned for my roommates safety; so I chimed in and ask him to leave. When he refused, he began shouting “CALL MY BOSS, HE’LL TELL YOU I AM WITH [redacted], AND YOU HAVE TO SHOW ME YOUR BILL”, with each word getting louder and louder, still nose to nose with my roommate and myself—switching back and forth yelling at the two of us. I must admit I lost my temper at this point. I went into the house to get the phone. I called the police. While waiting for an answer, I became upset and worried about my roommates well-being; I told him to leave or I will forcibly remove him from our property.
Well, that is when the sparks really started to fly. He lost his composure completely. He began to use profanity to explain how he would hurt us. He used expletives and demeaning graphic visual imagery to describe my relationship with my roommate/domestic partner. Then he stood at the road for a few minutes waiting for the police to come. After about a minute, he must have thought better of that decision. He walked away; he then met his colleague who was on another street in our subdivision. He must have told him what happened. In a short while, they drove past my house, this person leaned out of the passenger side of the car and once again yelled profanities describing how I should take it up my backside from my roommate.
I have tried to contact the company about this bad behavior on behalf of their representative. They did not give the impression that they were at all concerned with his deception; nor were they concerned of his treatment of my roommate and me. In the end, I did not let this person take advantage of me. I am however, sad to say that my neighbor fell for his untruths or all out lies. He now has the troublesome task of switching back to our regular gas company. Because he was fooled by this persons lies and tricks.
The moral of this review:
DO NOT ever show your utility bills to a stranger who is going door-to-door. A representative of any company you have a legitimate consumer relationship with, already has access to your account. You do not need to give them any information. If they come to your door, they are probably trying to separate you from your money. In this day and age, if you are gullible, there is someone out there that WILL be more than happy separate you from your money.