Energy Management Consultant
American Power & Gas, LLCHeadquarters
Complaints
This profile includes complaints for American Power & Gas, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 114 total complaints in the last 3 years.
- 31 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:11/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We are receiving predatory rodo calls from a representative claiming they work for or represent APG. Yesterday alone we received 4 calls in a matter of an hour. We have repeatedly advised the caller we are NOT interested and to remove us from their list. The caller laughed and said he'll call back another time and we are on a robo caller, there's nothing we can do and he's just doing his job. I have filed an official complaint with the attorney general office in ***, I am asking the BBB to reach out to this company on our behalf to cease such practices.
Business Response
Date: 11/08/2023
Dear Sir or Madam,
We spoke with ******************. He is extremely satisfied with AP&G. See attached.Initial Complaint
Date:11/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/2/2023 received a phone call from American Power & Gas - ************** regarding 2 business locations. Caller lied that I alredy spoke with APG, when I stated I didn't, she said it was another person - mentioned name of the prior business owner who is out of business since 2015. I mentioned I'm not interested in switching to different supplier, but she didn't take 'NO' for an answer. Caller was very aggressive and dishonest. Want to make sure they do not call again, and. most importantly - do not switch our account from current supplier - I din't give my OK to do it.Business Response
Date: 11/13/2023
Dear *** or Madam,
The customer would like to withdraw his complaint after speaking with us we were able to provide answers and a resolution. We placed the consumer's phone numbers on our do not call list. He can be reached at ********************** to confirm.Initial Complaint
Date:10/19/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
AP&G fraudulently changed our gas supply from the utility company supply to their own. There was no signed agreement or authorization from the business owner to make this change. It is now 12+ months later and since our account was on autopay, we just realized this change now. We have paid almost twice as much it would have cost had the unauthorized changes not been made. We feel this fraudulent activity may be going on on a much larger scale and someone needs to do something about this. The utility company doesn't have the means to "lock" the account on behalf of the customers, and supplier companies like this somehow fraudulently obtain account information and change the supplier unbeknownst to the owners. Please help and stop this from happening to unsuspecting consumers across the country!!Business Response
Date: 10/25/2023
Dear Sir or Madam,
The customer would like to withdraw his complaint after speaking with us we were able to provide answers and a resolution. We placed the consumer's phone numbers on our do not call list. He can be reached at He can be reached at ************** or ************************ to confirm.
Initial Complaint
Date:10/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Predatory telemarketer. I have received calls from company in the past and when you say you're not interested and hang up, they immediately call back - each call comes in under a different phone number. This time when I advised ******* I no longer wanted to receive the phone calls - in the foulest, most aggressive tone I could muster. She told me I was going to continue to receive calls until I heard her out.I really have to wonder about BBB ratings if this bunch has a top rating. They are clearly a company whose business model is aggressive and predatory. The fact they address complaints here does not make them reputable.Business Response
Date: 10/17/2023
Dear *** or Madam,
Thank you for alerting us about this case. We placed the consumers phone number on our Do Not Call list. We have reached out to the consumer to further discuss this case, but unfortunately we have not been able to connect. If the consumer provides further information we will alert the Bureau promptly.
Customer Answer
Date: 10/18/2023
Complaint: 20738155
I am rejecting this response because: *********** informed me they removed ******* from the phone and do not tolerate such practices. I believe this is exactly how this company operates. I've dealt with them two or three times in the past year. Hang up, immediate redial. Tell them again don't call, immediate redial. This is not a rogue rep, but a company practice. Then when you get a complaint, send the complainant a polite letter telling them what they want to hear. Problem solved.Just look at the string of complaints on this thread. Many the same. It's not a rogue rep on the phone. It's a company pattern and policy.
I'm assuming I won't get another call from them, but if they have an excellent rating on BBB, there's something horribly wrong with the way the BBB rates companies.
Sincerely,
***************************Initial Complaint
Date:10/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company cold calls with extremely aggressive sales people who are very obviously trained to literally not take no for an answer, and refuse to hang up. You are forced to hang up with them mid-sentence because they do NOT take no interest for an answer. They use evasive language to try to confuse people into believing that they work for National Grid, even though they do not.Disingenuous, aggressive, and despite being asked to be placed on the do not call list, I continue to receive calls.Business Response
Date: 10/12/2023
Dear Sir or Madam,
Thank for alerting us about this case. We placed the consumers phone number on our Do Not Call list. We have reached out to the consumer via email and phone to further discuss this case, but unfortunately we have not been able to connect. If the consumer provides further information we will alert the Bureau promptly.
Initial Complaint
Date:10/03/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am being billed by a company called American Power and *********** that I never signed up for. They told me that they would obtain recording of the authorization. They did but never shared it with me. They gave me the name of someone who authorized the company to do the billing but there is no one at this company by that name. I asked them to stop billing me however, they continue to do it with threats of turning off the electric. My electric supplier is Ohio ******************* and I pay that portion of the bill. They told me to address the rest of the bill with American Power and ***********. American Power and *********** is saying that I owe ****** to them and I never signed up to be with them.Business Response
Date: 10/16/2023
Dear Sir or Madam,
We have been in touch with the customer since 10/4/23, with our last communication on 10/11/23. We are waiting to hear back. We were able to gain clarity from the customer that she was not referring to AP&G actually threatening her electric would be turned off, rather she was referring to a future possibility of losing service in the event her electric bill was not paid. We will provide an additional response and update once the customer responds to us.
Customer Answer
Date: 10/18/2023
Complaint: 20686829
I am rejecting this response because:It was indeed a threat from a First ****** representative that the electric bill could be turned off if American Power and Gas was not paid. The portion owed to First ****** has been and continues to be paid. I am not waiting for American Power and Gas to correct this with First ****** and remove the charges from the bill. I have mentioned to them that I am not aware of who they talked to as I do not have anyone named ***** working for the company, nor have I ever had anyone named ***** working for the company.
Sincerely,
**************************************Business Response
Date: 11/14/2023
We contacted the customer and agreed to not have the customer wait for her usage and meter to be inspected by ************* we are currently awaiting the customer's response to our last email. We will update once we connect.Customer Answer
Date: 11/18/2023
Complaint: 20686829
I am rejecting this response because:First Energy has read the meter. Their charges are accurate and they have billed us accordingly. We are just waiting for American Power and Gas to remove their unauthorized charges from the bill.
Sincerely,
**************************************Business Response
Date: 12/06/2023
We are aware ************ has read the meter and validated usage. We responded to the customer on 10/11/23 via email with an explanation that as the supplier, we cannot delete or eliminate charges from a ************ invoice. In the same email, we included a fair resolution as an alternative. We are awaiting a response form the customer.Customer Answer
Date: 12/06/2023
Complaint: 20686829
I am rejecting this response because: I do not think they understand what I am saying. ************ is not billing me for American Power and Gas charges. American Power and Gas is. We are on target with ************. I need a refund from American Power and Gas.
Sincerely,
**************************************Business Response
Date: 12/06/2023
************************,
Please read the email communication sent to you on 10/11/23. If you need further explanation you may contact ************** and ask for **********************
Customer Answer
Date: 12/06/2023
Complaint: 20686829
I am rejecting this response because: You guys need to check with ************************ because they are still billing us for YOUR charges (see attached). This is the most recent bill, which has been paid (only the Ohio ******************* part has been paid). The rest of this bill belongs to you and they are telling us they can't remove it unless you remove it. Please take notice of the charges on the right-hand side of the bill showing charges from American Power and Gas in the amount of ****** plus an adjustment of 120.52.
Sincerely,
**************************************Business Response
Date: 12/20/2023
We have previously furnished evidence of the enrollment to the consumer through email correspondence dated 10/4/23. The consumer is advised to refer to the email communication sent on 10/11/23 for further details. In case additional clarification is required, please feel free to contact us at ************** and ask for *********************.Customer Answer
Date: 12/26/2023
Complaint: 20686829
I am rejecting this response because:American Power and Gas has to remove their charges from ************ per ************. American Power and Gas has to give permission for it to be removed. ************ is not charging me for charges I did not authorize, American Power and Gas is.
I have reached out to ********************* Waiting for a return call.
Sincerely,
**************************************Customer Answer
Date: 12/27/2023
Complaint: 20686829
I am rejecting this response because: American Power and Gas has to remove their charges from ************ per ************. American Power and Gas has to give permission for it to be removed. ************ is not charging me for charges I did not authorize, American Power and Gas is.
I have reached out to ********************* Waiting for a return call.
Sincerely,
**************************************Customer Answer
Date: 12/27/2023
Complaint: 20686829
I am rejecting this response because: American Power and Gas has to remove their charges from ************ per ************. American Power and Gas has to give permission for it to be removed. ************ is not charging me for charges I did not authorize, American Power and Gas is.
I have reached out to ********************* Waiting for a return call.
Sincerely,
**************************************Customer Answer
Date: 01/26/2024
Better Business Bureau:This has been resolved.
Sincerely,
**************************************Initial Complaint
Date:10/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was wondering why my utility bill for electric was so high. I have it on autopay so I dont regularly review my bill. My last bill was $325.00 this had me concerned that my meater was broken. So I called Duquesne light who let me know I switched energy providers. I have never approved this switch they gave me the number to call American Power. When I called they informed me that they talked to my significant other and he made the switch for a **** that is in my name. My significant other told me he never approved this transaction he told them that he would need to talk to me. They informed him they would mail some information if we wanted to review it. Then he hung up. Im at a loss for words I dont understand how my significant other who as far as they are aware has no relation to me could even ***** this change to begin with. How do they collect this information to even call him to solicit this scam. This rate they are charging is double the market rate. I have called and they claim that I will be contacted in 72 business day hours.Business Response
Date: 10/09/2023
We launched a full investigation into this matter and were unable to substantiate the context of this complaint. Our records show ************************************ enrolled with AP&G and stated he was authorized to do so. He enrolled the gas and electric account for his home. *********************** contacted our customer service department on 10/3/23 and we provided a copy of the third party recorded verification completed by *** via email to ************************ We then received this complaint. We have yet to connect with ***** to provide a full resolution. We have left several messages for a return call.
We have placed both phone numbers ************** and ************** on our Do Not Call list. If the customer has more numbers to add to our Do Not Call list, they may email the numbers to **************************Initial Complaint
Date:08/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Company called relating to electric utility supply change and despite being told the owner of the company and the office manager were not available, opted to continue asking general questions about the business and used this as approval to submit with PECO to transfer service. We only found out about it days later after receiving a response from our actual supplier of cancellation of contract due to a transfer of service request from American Power and Gas.No permission or approval was given, there was no notification via email (because they had the wrong email address) & no phone call.Upon being called and questioned of this, they did not even have the name of the owner of the company in their system for being authorized to even make this decision.Business Response
Date: 08/19/2023
Dear *** or Madam,
We launched a full investigation into this matter and were unable to substantiate the context of this complaint. Our records show ***************************** enrolled with AP&G and stated she was authorized to do so. ************** contacted our customer service department on 8/17/23 and we provided a copy of the third party recorded verification completed by **** via email to ***************************
We have placed their phone number ************** on our Do Not Call list and their account was cancelled with no penalties or fees. If the customer has more numbers to add to our Do Not Call list, they may email the numbers to *************************.Initial Complaint
Date:06/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They slammed my electric bill. They took over my electric without ever getting my approval. I live alone so there is no chance anyone else authorized this. I just thought the higher bills were due to inflation. I found out that national grid was not my supplier because I fell behind a few months and ******* told me I owed them and my supplier. I had national grid for years and years. I ****** at national grid because their bill makes no mention of someone else being my supplier. This month my electric bill is $157 and ******* told me that it would have been $88. I demand I get refunded the over charges or I will *** them. Maybe find a class action law firm just like the American Airlines class action suit. Crooks!!!Business Response
Date: 06/12/2023
We reached out to **** and discussed the enrollment with AP&************ was satisfied with our call and would like to withdraw his complaint.Initial Complaint
Date:05/31/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed on with American Power and Gas. They overcharged me and I CANCELLED my subscription. I have since been charged for TWO MONTHS, after cancellation, for TWO of my properties. Can you help please?Business Response
Date: 06/01/2023
We reached out to ****** and discussed with her the cancellation end dates are determined by her local utility company, not AP&G. ****** was satisfied with our resolution and wishes to withdraw this complaintCustomer Answer
Date: 06/01/2023
Yes, I will withdraw the complaint. ******* was very helpful and agreed to issue a refund in the amount of $900 and change.Thank you for assisting with this. You both were excellent and I appreciate you taking the time!Best Always,****** **** ***** ******** ********************* ************************************
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