ComplaintsforAP Gas & Electric (TX) LLC

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  • I canceled my account because I have solar panels • The company charges me more than I owe (They charge me $522.94, I'm supposed to pay $87) • Every time I call, I get no answer • They call me asking I have to pay or else it'll be put to collections • They never offered a payment plan and refuse to do so • Poor customer service: they don't want to talk to me nor call me • They promised a call back and never call • They always excuse their bosses when I request for them on a call

  Business response

  06/24/2024

  Mr *******:
  Thank you for speaking with our Manager of Operations and allowing us to address your concerns. As discussed were able to waive your Early Termination Fee.
  Have a wonderful day

  APG&E

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 19, 2024 I was told that if I paid 25% down of the balance that I would be granted an extension. One rep told me that was 51.00 when speaking to another rep on the day of my extension she told me that it was 114.00. I advised the rep that I did not get paid until March 2, 2024. I received a email from someone at *** ****** about an early termination fee of 350.00 which is stated in my contract. I have requested to speak to a supervisor on numerous occasions no one has called me back. Now I have charges of 1,180.45 with no explanation this is way more than the bill I was originally told.

  Business response

  03/12/2024

  Our internal collections team has been in contact with Mrs ****** and has been able to come to an agreement. Mrs ****** will not be assigned to an outside collections agency until 5/27/2024. Mrs. ****** understood her balance owed and we hope that she will be able to pay it off before the new extended deadline. 

  Thank you

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My contract with APG&E expired and I missed the email to renew it, so I renewed it about a month after it expired. The rate they charged as my "holdover" rate is 0.1906 which costs me $321.17 for less than a month(1/4/24 through 2/1/24) of electricity. My whole electric bill for the month before $234.77. It increased almost $100. The rate for my area electric company is 0.1131. So instead of reverting back to the rate of the electric company in my area, they picked a rate. When I called to see if they would give me some kind of credit or at least reduce the rate, the woman on the phone told me since they contacted me through email to renew that there was nothing they could do to adjust the rate. It is also not stated on the contract the rate they will use as the "hold over" rate, because according to them, it's variable and changes every day. In the contract, they just say that it will revert to the "hold over" rate, but there is no stated rate as the "hold over" rate because it's variable. Just seems very shady to me.

  Business response

  02/26/2024

  
  Unfortunately, this does happen from time to time where a customer does not renew their contract on time, move to another supplier, or ask to be dropped to the utility. When Alexis signed up the contract stated what would happen at the end of the contract (contract attached). We also sent Alexis two renewal notices by mail as well as 4 email marketing reminders before the end of the contract (the last one being Dec 21, 2023). As Alexis has been a customer with us before back in 2020 and 2021 and earlier in 2023 (on short awesome rate contracts!) we have sent an e-gift card of thanks for loyalty.

  Thank you

• Initial Complaint

  10/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On between 9/5/23 to 9/10/23 I called this light company to cancel my service because I’m closing my business but they didn’t cancel my service they cancel on 10/11/2023 and they send me a total due of $1432.28 due and the last date on that email was 10/10/23 but they send that email on 10/11/23 in this bill that includes $500 termination fee + all the use from 9/5/23 to 10/10/23 so they are asking me to pay the termination fee and the used electricity after I cancel my service

  Business response

  10/27/2023

  BBB

  Mr. ***** did request for a MVO for 9/11/2023 for his business, Wireless and computer repair by smd, and we have been working with him and CenterPoint to get this completed since 9/11/2023. We submitted on 9/11/2023 and 9/13/2023 for the MVO and it was marked un-executable each time by CenterPoint. We reached out to Mr. ***** by phone (several times) and email letting him know the situation and that CenterPoint had requested that the customer, Mr. *****, contact them.  Technicians were unable to locate his property/meter in order to disconnect (manual meter) . The MVO was finally completed on 10/9/2023 by CenterPoint. We have waived the ETF of $500 but have not waived the usage as this was consumed. 

  Thank you

  Customer response

  10/30/2023

  Better Business Bureau:
  
  Here I provide the invoice where it clearly said on 9/11/23 they charged early termination fee and the still try to charge me after that to contact with center point I already call them but to get the connection or to cancel the connection light company is the one who does it just ask them when they change it to my name they don’t have any problem to locate the address and when they try to cancel that time they have problem I don’t accept that with not pay after 9/11/23
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business response

  11/20/2023

  BBB:

  The move out disclosure states that meter disconnections are performed by the Transmission and Distribution Service Provider at their sole discretion. Therefore, APG&E cannot warrant or guarantee that the meter activity will be performed on the requested date(s). We reached out each time it was rejected to Mr. ***** and the utility. 

• Initial Complaint

  09/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  PPL paid this supplier. All I need to do is CANCEL this service but I can't get through to them! Their recorded message said to leave a message which led to nothing the first time. The second time I was able to leave a message at the hand-written phone number on the attachment. But I waited and waited to get that far!

  Business response

  09/20/2023

  Ms *****/BBB:

   Thank you for reaching out to us to let us know of the situation with your account. We were able to drop your account back to the utility so that you can take advantage of one of their programs that does not allow you to also have a supplier. No ETF will be charged. 

  Thank you

• Initial Complaint

  09/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  i signed up today. Based on being on hold for over 2 hours i decided to cancel and find another provider. I still can not contact anyone and emails go i responded to. i would like my account cancelled so i can find a company that actually responds to calls and emails.

  Business response

  09/20/2023

  BBB:

  I was able to contact Mr ********* directly and we were able to resolve his complaint. His contract has been cancelled and we were able to discuss what had occurred when he tried to call into our call center. I appreciate Mr. ********* taking the time to discuss his experience with me and also complementing our care agents for being polite when he finally did reach them. We appreciate the feedback so that we can continuously improve.

  Thank you

• Initial Complaint

  11/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Signed up for AP Gas & Electric Electric plan on Sep 8, 2022 and got an email from ****** *** saying that there are permit issues and that I have 20 days to resolve issues otherwise I would need to submit another application. At the time I was in Canada. Since I was not in the US, I decided to ask a friend if he knew anybody who could help me with permit issues. He gave me a contact and the lady assured me she would help me get all the required permits and sort out everything. Since the email I got from ****** *** stated the application would be void after 20 days, I didn't bother to cancel the agreement as I thought it would automatically be cancelled. We got required permits around Oct 20 and APG&E jumped right on the meter and started billing us. I had no clue as I had gone to another electric company for my business who's representative assured to help me get the permits. From Sep 8 to Oct 20, 2022 I never heard anything from Energybot or APG&E. No emails, no phone calls. There was no flow from Sep 8 to Oct 20 Just last week I received a bill from APG&E and there is charge on bill for $3000 for early cancellation of the contract. Why did APG&E or Energybot not contact me from SEP 8 to OCT 20? There was no meter installed on the business until Oct 20. There was no flow in that time frame. I simply went by the email sent by Energybot that stated after 20 days we would need to contact them again if I wanted to submit another application. I'm setting up a new business in Fort Worth and eventually move from Canada to Fort Worth permanently and this was the last thing I needed, a $3000 bill for something that I thought was never singed up for because of the permit issues.

  Business response

  12/20/2022

  Regarding the complaint filed against APG&E by A+ Auto Centers(Nazir *****) we believed this was previously resolved and apologize for the confusion on our end. The customer also filed a complaint through the BBB in North Texas against our sales partner ****** ***. In order to, bring that complaint to resolution APG&E via ****** *** agreed to waive termination penalties associated with their attempted enrollment. We believe this issue to be resolved.
  
  
  

  Customer response

  12/20/2022

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  08/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company has cost me unnecessary time & money. I have my current provider on a month to month paying a lot more than I need to looking to switch. On 08/09 I have contacted APG&E because I was prompted for a deposit online but I haven’t had to pay a deposit in years due to having worked on score a lot- paying off debt, keeping perfect payment history on everything etc. so I contacted the email provided for waiver request & inq. - received an immediate response advising they actually did locate passing scores & a deposit is not required. My switch request still did not go through so I followed up. I had previously attached my current providers payment history as some providers do ask to see this prior to waiving deposit but here it seems to have created confusion as I now was being asked if I’m trying to switch as they cannot locate my account to look into the matter. I confirmed explaining that this is why I was reaching out, referencing my previous email, providing additional information such as service address etc & explaining that I am unable to proceed. Im told they would look into it. Days pass by, nothing happens so I follow up again & asking for an update. I do not receive a response. I follow up again. I ultimately end up calling, I am being prompted for deposit & referred to waiver request which is what I did on 08/09. I explain I have already done followed that process, referenced emails & that I was advised a deposit is not required & now I’m being told otherwise & not hearing back in emails. Well, Im now told they cannot locate any emails from me in that mailbox but it is exactly the email that’s provided by them. At this point im getting worried about my information & trying to explain to them the email conversations I had. Im advised to not worry & that they will look into it & give me a call back. No call back. Also no response to the email that I followed up with referencing ticket # provided on call. I have not heard back from this company.

  Business response

  09/27/2022

  BBB:
  We were able to get Sabiha ****** account on flow shortly after this complaint was filed and without the customer having to pay a deposit. We have been training new team members and unfortunately (and embarrassingly) Sabiha’s request went round and round to those who did not exactly know the correct process. This has since been corrected and a refresher was held for all team members. One of the strengths of a smaller company is that we can pivot quickly and after identifying the communication issue with Sabiha’s experience we were able to quickly huddle and ensure that this did not happen to others. We appreciate Sabiha giving us the opportunity to make it right.
  
  Thank you,
  Stephanie ***

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been using AP&G without issues until this last bill I have been charged more than twice the amount per kilowatt without proper notification, my bills typically average around $250 I was shocked to look at my invoice and have a bill for over $900, I have tried tirelessly to contact someone at customer service to help me and can't not get anyone on the phone said my wait time would be 25 minutes and have waited over 45 minutes with no answer. I haveade several attempts to call and can not get anyone to assist me. To charge someone without proper notification is deceptive. I would like to resolve this with them.

  Business response

  09/27/2022

  BBB:
  We are sorry to hear that Frances ******* fell to a month to month rate after her contract expired. We sent three renewal notices to her address prior to contract expiry, reminding her of her contract end date. The last renewal (3rd) has the EFL of the month to month rate that a customer will be placed on if they choose to do nothing. The contract end date also appears on customer’s bills. I understand that renewal dates can sometimes be missed but our contract is clear as to what happens if this occurs. Ms. ******* was able to find a renewal rate with APG&E that she liked and renewed with us.
  
  Thank you,
  Stephanie ***

• Initial Complaint

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Unfair and unethical business practice. Look at all the reviews of victims complaining their contract expired and without notice they shift you to variable rate which is at least 4 times the price. I agree that is written in contract. Same thing happened to me even in a different and worse way . Requested customer care to cancel/ terminate the contract 10 days before end date and still they kept silent until after I called them 42days later only to know that apge blaming my electricity delivery company duke energy did not make the shift. The agent I spoke to gave me 2 options to renew or cancel. I chose to cancel the contract. What I was not told is, incase it does not get cancelled I will be charged 4 times the price. But this is written somewhere in the contract but the phone agents NEVER tell you this. Of course there is a way to save a customer by renewing the contract to fixed rate until its cancelled. But this option will never be given intentionally so we fall out of contract only to be charged 4 times the usual price. I am sure the agents and company know this and they have been doing this for years keeping silent. Not even a single email, phone call, sms confirming the cancellation request did not go through or saying contract ended and I was moved to variable rate. Because of their zero communication policy I am made to pay 4 times the price. I am at no fault in this process and did my job to save myself but fell into the trap because of non communication from apge.

  Business response

  09/27/2022

  Kavya:
  We apologize for any miscommunication from our agent and are correcting the issue. For the time that you fell on a variable rate we are rerating you to the Price to Compare for Duke Energy. It is not our intent for you to stay on a variable rate. You did everything that you were supposed to in order to notify us of your intention to cancel and you should not have been charged the variable rate. In addition to rerating you, I have also sent you a $50 e-gift card to ****************.com. Again we apologize for the inconvenience and appreciate you bringing this to our attention.
  
  Thank you,

  Stephanie Rau

  Customer response

  09/28/2022

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

*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. ↩