ComplaintsforAmerican Power & Gas, LLC

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been contacted repeatedly by this company after explaining that we did not require their services. We want to be placed on their do not call list immediately.

  

  Business response

  04/24/2024

  Dear *** or Madam,
  We placed the consumers phone number on our Do Not Call list and reached out to the consumer via email to further discuss this case. If the customer has any additional phone numbers to add, we will gladly add them as well. If the consumer provides further information, we will alert the Bureau promptly.
  Best Regards,

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After canceling the service for a significant rate hike and the end of the contract, I was billed for an unknown charge of $81+. They are unable to provide login information to pay said bill. When I contacted my power supplier about the charge, they said my bills were all up to date and they advised me not to pay it.

  

  Business response

  04/23/2024

  Dear *** or *****,
  
  Upon investigating this matter, we found that the customer filed her complaint before speaking with a representative. After speaking with a representative,the customer gained a clear understanding of her billing and the amount owed.Since receiving this complaint, we have made several attempts to contact the customer but have not yet been able to connect.
  
  Our records indicate that the customer has since paid her past due balance in full.Should we be able to establish contact with the customer, we will provide an update.
  
  Thank you.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against the unethical and predatory telemarketing practices conducted by representatives claiming affiliation with AP&G. Our office has been repeatedly targeted by cold calls from individuals purporting to represent AP&G under the false pretense of assisting with lowering our utility rates & providing PA state rebates.These representatives have consistently employed deceptive tactics, including posing as affiliates of our utility providers and insisting on engaging in discussions despite our clear expression of disinterest. Despite numerous requests to cease contact and explicit instructions not to call our office, these individuals persist in their aggressive solicitation attempts, with the most recent call taking place on 4/5/2024.During the call today, the initial representative abruptly ended the call after refusing to provide them with our electric bill information. Shortly after, a supposed "supervisor" contacted our office to assertively confront us about our refusal to engage, displaying a complete lack of professionalism and respect for our wishes while doubling down on the behavior of the first representative.Furthermore, it is even more concerning that the "supervisor" claimed to have been listening to the call because the initial representative was "new," yet we received zero prior notice that the call was being recorded or monitored for quality and training purposes, demonstrating a blatant disregard for ethical business practices and consumer rights.Our experience with representatives claiming affiliation with American Power & Gas has been nothing short of harassing and disrespectful. Their persistent cold calling, deceptive practices, and aggressive behavior are unethical and unacceptable.

  

  Business response

  04/16/2024

  Dear *** or Madam,
  
  We appreciate the consumer bringing their concerns regarding recent calls purportedly from AP&G to our attention. We take such matters seriously and strive to ensure that our interactions with customers are conducted in a professional and respectful manner at all times.
  
  After investigating the incident described and our records, we are unable to validate all claims made in the complaint. Additionally, we have no record of a request to be placed on our Do Not Call list prior to this complaint; however,we understand the importance of respecting the consumers wishes regarding further contact from our representatives. As a result, we have taken immediate action and have placed their phone number on our Do Not Call list which will immediately prevent any concurrent or future marketing from our vendors. If the consumer has any other phone numbers not included in their complaint, we will gladly add those as well and use them to investigate further.
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their salesperson called and started off with demanding I go and get my "electric bill now" in an extremely aggressive manner. After expressing my concerns with their approach the salesperson replied, "This is my script, now go and get your bill." I denied that request, asked to be removed from their list, and ended the call. This would be fine if it ended right there but they continue to call every few weeks/months despite me asking them to remove me from their list every time and not call me again.

  

  Business response

  03/28/2024

  Dear *** or Madam,
  
  Despite our efforts, we have been unable to substantiate the context of the complaint.While we have reached out to the consumer in an attempt to gather more information for our investigation, we have yet to receive a response.
  
  As part of our commitment to providing resolutions promptly, we have taken proactive steps to address his concerns. Specifically, we have added the consumer's phone number ************* to our Do Not Call list. Furthermore, if the consumer provides any additional phone numbers for inclusion on the list, we will gladly accommodate his request.
  
  Please be assured that we remain vigilant in our efforts to address consumer concerns and uphold the highest standards of customer service. If the consumer provides further information, we will update the Bureau promptly.

  Customer response

  03/28/2024

   
  Complaint: 21473709
  
  I am rejecting this response because:

  Their claim "While we have reached out to the consumer in an attempt to gather more information for our investigation, we have yet to receive a response." is false.

  They have not attempted to contact me via text, phone call, email, or post office mail.
  
  Sincerely,
  
  *************************

  

  Business response

  03/29/2024

  Dear Sir or Madam,
  
  We would like to bring to your attention that a voicemail was left on phone number ************** on 3/26/24 at 4:20 pm. The voicemail contained the name and contact number of the individual for the consumer to reach out to regarding our ongoing investigation. We have yet to receive a response.
  
  We are eager to speak with the consumer and address any concerns they may have. The consumer is encouraged to contact ********************* at ************** at his earliest convenience.

  Customer response

  04/02/2024

   
  Complaint: 21473709
  
  I am rejecting this response because:
  No such attempt was made.

  I do not want this business to reach out to me. I want them to STOP reaching out to me and attempting to bully and trick people into accepting their services.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up on 12/07/23 to change to AP &G for my supplier for electric. I have a email verifying confirmation of my sign-up. My other supplier was due to be changed at the very last day of December so I was ahead of schedule. I did not know any of this till February when I got my bill for January and they refused to acknowledge my enrollment date saying that they will not backdate it and I have the confirmation I would like to resolve and the customer service is horrible and this company is not taking ownership. I have attached a confirmation email picture of my 12/07 enrollment. I want this baco dated to 12/07 or AP&G can pay the variable rate to other supplier
  

  

  Business response

  03/25/2024

  Dear Sir or Madam,
  
  We investigated the customer’s enrollment and found she attempted to enroll online with AP&G on 12/7/23 but encountered our security protocol measures, which prevented the completion of the enrollment process until her choice was validated. Attached are the emails sent to the customer on 12/7/23 providing guidance on how to proceed. Please note, our security protocols are put in place to catch and prevent fraudulent activity on our website.
  
  It has come to our attention the customer was misinformed by the utility, and was allegedly told that AP&G could backdate her enrollment. We took immediate action by emailing the utility and copying the customer on this correspondence to clarify our position and efforts to provide her with resolution. I have also submitted the emails exchanged with the utility for your reference.
  
  I would like to note the customer's account is currently active with us, and her fixed rate contract is set to expire on 5/7/24. As part of our standard procedure, renewal letters will be sent to the customer 30 and 60 days before her rate is due to expire.
  
  We have made attempts to discuss the latest communication from the utility with the customer, however, it does not appear the customer has fully reviewed the submitted emails with the utility to understand that AP&G does not determine start or end dates; rather, the utility does. We communicated this to the utility, and while we expressed our willingness to accommodate, their response indicated they are unable to backdate the enrollment according to their guidelines. While we empathize with the customer's situation, it's important to note that we did follow up on her online enrollment via email when she initially enrolled, clearly stating that without validation of information from her, we would not be able to proceed further.
  
  Although for new customers only, as a gesture of goodwill, we are offering to extend the customer's current fixed-rate term for an additional three months at the same low rate she is currently enjoying. We firmly believe that this resolution is more than fair given the circumstances.
  
  Should the customer wish to take advantage of this extended offer, she will need to communicate her acceptance to us via email at [email protected]. We will be awaiting her response and will promptly proceed with the necessary arrangements once received.
  
  Thank you for your attention to this matter.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had a contract for electric for 3 months with this company. A representative called me multiple times to sign up for fixed electric bill for 48 months. I told him that I am not interested. He kept calling and disturbed me during my work hours. He also said that I will get a contract via postal mail, and I will have 3 days to cancel it. I told him that I am not interested so no reason to send contract. He was kind of forcing me to sign the contract and I did not like it. I think they should know how to talk to customer and not to force. Thank you.

  

  Business response

  03/08/2024

  Dear Sir or Madam,
  
  We have successfully reached out the consumer and have taken the necessary steps to address his concerns, including placing his phone on our do not call list. As a result of our efforts, the customer is completely satisfied and would like to withdraw his complaint. 

  Customer response

  03/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Nasty rude cold calling for a scam company "trying to lower your electric bill"

  

  Business response

  02/14/2024

  Dear *** or Madam,
  We have successfully reached out to the consumer and have taken the necessary steps to address her concerns. Additionally, we have placed the phone number ************** on our Do Not Call (DNC) list as per her request. She found our call and resolution satisfactory.

  Customer response

  02/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I RECEIVED A CALL FROM A REPRESENTATIVE OF APG, HE CALLED AND TRIED TO GET ME TO AGREE TO USE HIS COMPANY AS A THIRD PARTY GAS COMPANY, HE WAS HARRASING ME SO I SAID I WAS NOT INTERESTED, I HUNG UP AND HE CALLED BACK HR PICKED UP THIS TIME, ALSO BEING HARASSED AND HE WAS ALSO TRYING TO GET THE TO SIGN UP WITH THE SERVICE, SHE ALSO SAID NO, HE CALLED BACK AND ASKED TO SPEAK TO MY BOSS, I TOLD HIM TO NOT CALL BACK AND THIS IS HARRASSMENT. THIS COMPANY SHOULD BE SHUT DOWN!

  

  Business response

  02/02/2024

  Dear *** or Madam,
  
  Thank you for bringing the case to our attention. We have successfully addressed the consumer's concern and ensured their satisfaction. Additionally, we have added the consumer's phone number to our Do Not Call list to prevent further outreach.
  
  Should there be any updates or rebuttals from the consumer, we will promptly inform the Bureau.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called to cancel my account with this company in the fall of 2023, because my electric bill while with them was double what it had ever been before. I was advised to wait a month - told it would save me money to do so - and I called again on the date advised to cancel my account. I then saw, a couple of months later, that they were still on my bill and ***** told me they had never rec'd notification from american power and gas of any cancellation. I called american power and gas and was told that they would be launching an investigation into these illegal charges, since the woman i spoke (******) with could see in my file that I had indeed called to cancel in the fall. I was told I would hear from them within the week about their investigation, and weeks later I have heard nothing. I want a full refund of every dollar they've billed since I called to cancel last year and they failed to implement my request. There is absolutely something wrong with how this company operates - they simply double customers' bills - so buyer beware!

  

  Business response

  02/08/2024

  Dear *** or *****,
  
  We've reached out to the customer to address her concerns, but regrettably, we haven't been able to connect with her thus far. The consumer can call ************ and ask for *********************. We'll provide an update as soon as we're able to connect with her.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The company uses telemarketers to repeatedly call our office posing as representatives of one of our utility providers. We do not have any business relationship with this company, and have repeatedly expressed that we are not interested in their services, and instructed them not to call our office. However, they continue to call our office, and use their deceptive practices to solicit information from us.

  

  Business response

  01/16/2024

  Thank you for bringing this case to our attention. The consumer's phone number has been added to our Do Not Call list. We have proactively contacted the consumer and successfully resolved their concern to their satisfaction.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩