Complaints

This profile includes complaints for IGS Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  IGS Energy

  6100 Emerald Pkwy Dublin, OH 43016-3248

  
• 

  Accent Energy

  PO Box 25225 Lehigh Valley, PA 18002

• 

  IGS Energy

  Akron, OH 44308

• 

  IGS Energy

  6450 Poe Ave., Ste. 115 Dayton, OH 45414

• 

  IGS Energy

  1751 Lake Cook Rd Ste 270 Deerfield, IL 60015

The 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:01/23/2023

  Type:Billing Issues
  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 assumed my Dominion Energy Solutions (DES) 3 yr fixed rate gas supply contract at 0.369/TH. This fixed rate was supposed to be good through January 2023. I did not receive any notification that this company assumed this contract from DES. Nor did they inform me that they will be charging me for their gas supply service at nearly three times higher rate for which I never signed up. IGS did not honor terms of my contract they purchased. They started charging me at a significantly higher rate in November 2022. After I reached out to them they did absolutely nothing to cancel incorrect charges.

  Business Response

  Date: 01/24/2023

  Good Morning,

   

  You are correct, IGS purchased the account from Dominion Energy Solutions.  IGS agreed to honor the  Dominion Energy Solutions contract.  IGS shows you spoke to an agent on 1/23/2023, IGS advised an adjust would be issued to you and will followed once the adjustment amount is know.

  Thank you,

  IGS Energy.

• Initial Complaint

  Date:01/17/2023

  Type:Order Issues
  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.

  For my electric bill for the month of December 2022 was charged 13¢ per kWh and in January I was charged 16¢ per kWh. I was charged both of these increase without legal notice that my contract was up or that my rate had changed. My bill went up 200% with this new rate and I don't know anyone that can afford a 445 electric bill! Why didn't a rep reach out and try to renew the contract? I know I should have been paying closer attention to my contract dates, however I have been a customer for over 3 years and have never had any issues. When I called the energy company, they informed me that the current price was 5¢ per kWh. How can this sort of price gouging be acceptable by the BBB? I am stuck with the bill and there is nothing I can do about it but resign another contract with you guys? No thanks!!!! This is a huge blow to my very little savings.

  Business Response

  Date: 01/19/2023

  Good Afternoon,

  Please see attached letter where IGS advised contract was set to renew.  The IGS contract has been at a month to month rate since May of 2022. The Month to month rate follows the market.  IGS does not control market pricing.

  IGS does show the account is in process of cancellation.

   

  Thank you,

  IGS Energy

   

• Initial Complaint

  Date:01/17/2023

  Type:Billing Issues
  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.

  ISG charge me 5 time the initial promise rate. they put me for $2.3904 MCF later for last three months they charge $10.99 MCF. My last month bill was $403.34 this month bill is $570.23. They charge the amount without my knowledge or approval. The explanation given is they can change to any rate they want as there monthly rate. My questions is when they are robbing customers where are the authorities? Don't they have any regulations? I do not know how many are sufferings from this issue. Regards *******

  Business Response

  Date: 01/24/2023

  Good Morning,

  IGS purchased your account form Dominion Energy Solutions.  Please find the attached notice sent to you by Dominion Energy Solutions.  IGS also sent price notice letters also attached.  

  IGS does show the account is now cancelled.  

   

  Thank you,

  IGS Energy

  Customer Answer

  Date: 01/24/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18827141
  
  I am rejecting this response because: I did not authorize this neither give them the permission to charge me any amount they want.

  My bill last month was $580 before that $490. 
  
  Regards,
  
  ******* ********

  Business Response

  Date: 01/25/2023

  IGS sent correct noticed allowed by contract and choice program rules.

   

  Thank you,

  IGS Energy.

• Initial Complaint

  Date:01/15/2023

  Type:Sales and Advertising Issues
  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 11/17/22 a woman name ***** stopped by my house saying she could lower my heating bill since the city didn't lock in their natural gas price and it could go up. She asked to see my dominion account number so she could compare the price difference. she said she could absolutely save us money and gave me this story that she grew up on the next street over. she didnt tell me the current price or what they new price would be. I was considering going with it since she said it would save us money but without me giving her the ok to do so she forged my name and signature (I just saw this when looking at the documnets in my account) and submitted all the info. I just got my first bill with the IGS Energy price gouge on it and supplier rate went from $5.36 to $9.99. What is funny is if you go to the IGS Energy website and sign up for this on your own the price listed is $4.99. This company is literally lying and stealing from people who dont have all the information.

  Business Response

  Date: 01/18/2023

  Good Afternoon,

   

  IGS will be reaching out to review the sign up with you.

   

  Thank you

   

  Customer Answer

  Date: 01/25/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18816107
  
  I am rejecting this response because: the manager did reach out to me and said he would cancel my contract. He said I would receive a cancellation email but I have not gotten it yet. 
  
  Regards,
  
  *** ********

  Customer Answer

  Date: 02/10/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18816107
  
  Id like a copy of a document showing where that is stated. If I'm not in a contract with IGS and they're no longer my supplier why would dominion need to approve it. I was signed up for IGS on the same day but it takes up to 2 months for you to come off my bill?
  
  *** ********

  Business Response

  Date: 02/13/2023

  IF IGS is starting or stopping as a supplier a request is sent to the utility.  At that point IGS must allow the utility one to two billing cycles to complete the request. 

  IGS is following the rules of the choice program.

   

  Thank you,

  IGS Energy.

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  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.

  The worst company we have solar panels installed through them and they do not return calls when there is a problem . I had some construction work done and the solar panels were moved over and now the company will not come fix them without a $400.00 payment . Why would I give them that money to come out when they don’t even return calls

  Business Response

  Date: 01/18/2023

  IGS Solar has been in contact with the customer and confirmed that the requested work has been completed.
  
  Thank you,
  IGS Solar Support

• Initial Complaint

  Date:01/12/2023

  Type:Billing Issues
  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.

  12/22/2022 we received an electric bill from our provider for numerous years. The total amount due , which has not been paid yet, due 1/1722, is for the exuberant amount of almost $600.00. We are shocked and upset with such an extremely elevated amount. Our electric bill has always been mid to higher $200's in the winter months. I immediately thought it was a mistake, and called our provider. Customer service informed us our electric supplier is IGS energy. I noted very small letters under the electric supplier category on my bill, noting IGS. I called the provided number and spoke with a somewhat condescending "that's how it is" customer service person, claiming several times " this is legal". Seemingly after several aquisitions, IGS , under deceptive business practices has infringed upon the signed written choice of consumers. This company has switched my original electric supplier by means of default, stating they have sent out numerous advertisrments, notices. I consider this type of mailing as spam. Without any signature, this is not a contract. Resolution is to send an adjusted bill reflecting half of the charges, as provided by our long term provider.

  Business Response

  Date: 01/23/2023

  IGS also provided this information to the PA PUC.

  Good Morning, IGS purchased the account from Talen Energy in 2017. Per account notes provided by Talen, the customer was enrolled via PPL plus program. I have attached the documents. Talen sent a letter to advised all customer of the purchase. I have attached a generic copy. IGS has sent price change notices on first notice Oct 9. 2018 Second notice on Oct 29, 2018 July 25, 2022 price change notice. IGS received a drop notice on 12-30-2022 from the PECO. IGS also explain to the customer how he became and IGS customer and how our rates work that same day. Customer advised she really does not open her mail. At this time the account is not active with IGS, and no credit is due.

  Customer Answer

  Date: 01/23/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18696923
  
  I am rejecting this response because: I do not see a pace of on any of your forwarded forms to sign a contract accepting use of your unknown company, or awareness of your escalating rates.  I take offense at your comment "not opening my mail".   Why would I open such unknown  spam mail. Without my signed agreement,  you have no way of knowing I even received your so called letters.. please stop referring to us as your customer . Refer to the word "contract".  Your mode of operation is deceptive., relying on the amount of junk mail  wedged between ads, etc.   
  
  Regards,
  
  **** *****

  Business Response

  Date: 01/25/2023

   

  IGS followed all rule of the choice program. 

• Initial Complaint

  Date:01/07/2023

  Type:Order Issues
  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 was told my electric bill would be less going with IGS. I got my bill and it's the highest it's ever been! We used 1455kwh and the bill is $273.17! In August 2022 we used 1941 kwh and my bill was only $224! That's a huge increase and I cannot sustain this! I feel like I was lied to big time, and they want $200 to terminate my account! What kind of scam are they running here? I want off of this over priced supplier immediately! I can only imagine how much my bill will be in the Summer! Do not sign up with them no matter what lies they lay on you!

  Business Response

  Date: 01/09/2023

  Thank you,

  IGS will be reaching out ot review your concern.

   

  Customer Answer

  Date: 01/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ***** ******

• Initial Complaint

  Date:01/05/2023

  Type:Billing Issues
  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.

  Upon moving and transferring our Solar Array to the new home owners, we continue to get bills and call each month to get our information removed from them. We are being Charged for somebody else to use that energy. This issue was brought up before and we are now arguing with them to get them to stop charging us. When we called they told us that our account (which had already been refunded once) was marked that it needed to be closed but never was.

  Business Response

  Date: 01/09/2023

  IGS Solar has voided the recently sent invoice, and the account has now been fully deactivated. The customer has been provided with this update as well, via voicemail on 1/6/23. We apologize for any inconvenience the receival of the invoice may have caused. At this time there would be no refund to provide, as payment was never processed for the invoiced amount.
  
  Thank you,
  
  IGS Solar Support

• Initial Complaint

  Date:12/21/2022

  Type:Sales and Advertising Issues
  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.

  A door to door representative came to my house under the guise of being my energy company trying to lock in my rates for the winter. My family just moved in only a week ago and the rep told us the old occupants of the house locked in their rates as well. Seeing no real issue I signed. After he left the house I did a quick reddit search and found many complaints alleging that this company is scamming people. After calling my rep back he said they are only a supplier for aes and centerpoint. I told him I wanted to cancel on the spot and he told me I had to call igs. So after calling igs the person on the phone said I need to rescind igs through my utility company. I pushed on saying I want them to cancel and I that I can contact my utilities separately. After telling him four times I wanted to cancel he finally caved. Saying that there was still no need to cancel if I rescinded through my utilities. I got a confirmation code for both and called again to make sure there was no fee. After rereading the pamphlet I was given i saw there would be a 199 dollar cancelation fee for both electric and gas after the 7 day grace period. Whether or not this company would save you money I'm not certain, but the misleading practices and rude customer service reps makes me never want to use igs. If a rep in official looking attire comes to your door turn them away. I was lucky to cancel a few hours later. Make sure to push the fact that you want to cancel and get a verification number for your cancelations. Also rescind them through your utility companies to make sure. This whole situation is unacceptable. My utility companies said this did seem out of line. I'm a young first time homebuyer I'd hate to see what they do with their elderly customer base. If you don't believe my experience do some research before signing. It may not be a scam but it doesnt sit well with me. Why would a company that saves you money need to go door to door? I was stupid but atleast you won't have to be.

  Business Response

  Date: 12/22/2022

  Thank you for your feedback.  IGS will address the concerns.
  IGS is unable to rescind the electric enrollment.  IGS shows the electric is in the process of cancelling.
  IGS was able to rescind the gas enrollment.
  Thank you,
  IGS Energy

• Initial Complaint

  Date:12/20/2022

  Type:Customer Service Issues
  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.

  Today December 20, 2022 I received an email from IGS @ 12:28 thanking me for my enrollment that I didn't authorize. I didn't notice the email until @1:30 and called IGS. I initially spoke with **** and explained the situation and he put me on hold. The call was then answered by **** I then explained the situation to her and she proceeded to say that it was authorized by myself or a member of the household. I stated that that was impossible because I was the only person home and I just awaken to this email. I stated that this should be cancelled because it was made fraudulently. **** then told me that I needed to call Toledo ****** and cancel the change in service. I demanded that she cancel the authorization because it was made fraudulently by their organization. I was reluctantly given a cancellation # and apologized to. If I was not adamant about me not authorizing a change in my electric service, nothing would have been done on their behalf to remedy the situation and I still have to contact Toledo ****** because I do not trust IGS to do the right thing due to their eagerness to commit fraud.

  Business Response

  Date: 12/21/2022

  Thank you for reaching out to IGS. IGS will be researching your concern. IGS shows the account is cancelled. 

  
  Thank you,

  IGS Energy.

  Customer Answer

  Date: 12/23/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ***** ******** *****