Business Profile
Energy Service Company
US Gas & Electric, IncHeadquarters
Complaints
This profile includes complaints for US Gas & Electric, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 31 total complaints in the last 3 years.
- 14 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:03/28/2025
Type:Billing IssuesStatus: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.
First of all website displays a BBB accreditation while not being accredited. They came to my door and claimed to be with the state. I asked multiple times if they were a third party energy provider and they said no. I showed them my energy bill under the pretense that they were state employees and Im not sure what information was accessed. They claim to be a safe fixed rate online but they are actually a variable rate and will charge a low introductory price and then jack up your rates once youre locked in. I signed nothing I committed to no change in my energy service and now Im concerned that this company who is obviously a scam or at least dishonest about their accreditation and their rates may have signed me up for something without my permission because they had access to all my information while they were claiming to be state employees. I even told them about another company last year that tried the same thing and they said no thats not us we just verify that companies are charging the right amount and proceeded to look at my bill. They dont owe me any money but they owe me the piece of mind in writing that I am not part of their little scam and I wont be locked into anything unknowinglyBusiness Response
Date: 04/08/2025
April 08, 2025
Via E-mail to *************************************************************************
Dispute Resolution Department
BBB Serving *******************
******************************************
Re: ******* ******* - Case ID ********
Dear BBB representative:
This letter is in response to the complaint filed by ******* ******* on March 31, 2025, regarding Michigan Gas & Electric (MIG&E). In the complaint, Mr. ******* alleges MIG&E practices deceptive marketing.
Please note that MIG&E mandates that all sales agents present themselves with proper identification. Our agents are required to wear MIG&E identification badges and branded uniforms,clearly stating, I am not with the local utility, to avoid any potential confusion regarding their affiliation. MIG&E maintains strict policies to ensure that agents accurately represent our company.
MIG&E sincerely regrets any misunderstanding that may have arisen during the solicitation process.MIG&E is committed to maintaining the highest standards in sales and customer service, and we continuously provide our teams with extensive training to uphold these standards. We will continue monitoring our sales and customer service practices to ensure quality interactions with our customers.
MIG&E has no record of an enrollment or attempted enrolled for the service address provided.
MIG&E spoke with Mr. ******* to convey the above information and was satisfied with the information above. We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at ***************************
Sincerely,
****** ******
Customer Care Specialist
Customer Advocacy ServicesCustomer Answer
Date: 04/08/2025
I have reviewed the business response and accept this resolution.Initial Complaint
Date:02/25/2025
Type:Service or Repair IssuesStatus: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 Oct. 15, 2024 signed up with natural supplier USG&E who promises a monthly rewards program. I have not only not received any information about said program or my rewards information, I cannot sign into the rewards site as it does not recognize my information. Contact with the company's customer service on 2/15/25, 2/17/25 and 2/25/25 has yielded nothing but promises to escalate the matter and promises that a supervisor will call me. I have a case number from the calls. It is 6SRHH7. But still, nothing is resolved and I cannot get past the gatekeepers at customer service, who are professional and polite but are limited in their authority, to speak to a supervisor or anyone who may have an idea on how to fix the problem.Business Response
Date: 03/11/2025
********************************
March 11, 2025
Via E-mail to *****************************************************************************
Dispute Resolution Department
BBB Serving *******************
*******************************************
Re: ******** ***** - Case ID ********
Dear BBB representative:
This letter is in response to the complaint filed by ******** ***** on February 26, 2025, regarding Ohio Gas & Electric (OHG&E). In the complaint, *** ***** asserts concern regarding the rewards program with OHG&E.
To provide a bit of background, on October 15, 2024, records indicate that *** ***** went online and subscribed to OHG&Es 24-month fixed plan at a rate of $0.335 per CCF. Immediately following enrollment, *** ***** received a copy of her contract by email, in addition, an identical copy of the contract was provided with a welcome package.
Upon receiving the complaint, OHG&E conducted a thorough investigation where it identified that *** ***** had not received the welcome email necessary for completing her rewards sign-up. OHG&E promptly enrolled her manually in the rewards program and has added all the reward points that she has accumulated since the day of enrollment.
An OHG&E representative contacted *** ****** however, she has not been reached, multiple messages have been left. *** ***** can continue to manage her rewards by visiting ******************. We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to email me at ****************************************.
Sincerely,
***** *****
Customer Care Specialist II
Customer *****************Initial Complaint
Date:02/04/2025
Type:Billing IssuesStatus: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.
Illinois Gas and Electric took over as our energy supplier and we are trying to change back to ComEd. IG&E are telling us that my husband's name is not on the account yet he has been the sole account holder for 20 years. We are getting no resolution from either ComEd or IG&E. They are both telling us the other has to handle the dispute. ComEd suggested we reach out to you. Any help you can provide will be greatly appreciated.Business Response
Date: 02/19/2025
February 19, 2025
Via E-mail to *****************************************************************************
Dispute Resolution Department
BBB Serving *******************
******************************************
Re: **** **** - Case ID ********
Dear BBB representative:
This letter is in response to the complaint filed by ***** ********* on February ******, regarding Illinois Gas & Electric (ILG&E). In the complaint, Mr. **** asserts concern regarding his enrollment with ILG&E.
Records indicate that on September 8, 2024, ILG&E received an electronic enrollment for the customer of record, ******* *****, which provided the utility account and premise information for electric service. ILG&E received an electronic letter of authorization (ELOA) authorizing the enrollment of the electric account into ILG&Es 24-month fixed rate plan of $.1199 per KWH. Mr. ***** received a copy of his contract documents in person at enrollment. Following enrollment, ILG&E sent a welcome package via email and postal mail,detailing the terms and conditions of the chosen rate plan.
On September 14, 2024, ILG&E sent the utility an enrollment request. The utility accepted the request and provided a start date of October 29, 2024. The customer would have received a notification from the utility of the electric account being switched to ILG&E.
On February 3, 2025, Mr. **** contacted ILG&E customer care to cancel the enrollment of his electric account. The request was immediately submitted for processing, and the utility confirmed a service end date of February 28, 2025.
In the interest of customer satisfaction, ILG&E will perform a re-rate. The refund will be sent by U.S. Mail in the form of a check, 4-6 weeks after the final bill has been generated. An update will be provided to Mr. *************** ILG&E representative contacted Mr. **** and provided the above information.We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to email me at ***************************
Sincerely,
***** *****
Customer Care Specialist II
Customer *****************Customer Answer
Date: 02/20/2025
I have reviewed the business response and accept this resolution.Initial Complaint
Date:01/08/2025
Type:Billing IssuesStatus: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 wish to terminate service with this provider. I was switched to this service provider without me agreeing to the switch. I did not confirm the switch when they sent E-mails to confirm. Then they had my account already switched. I finally agreed to use them as my provider of gas and electric service for one year with early termination fees. In the meantime, I was told that I could use my rewards dollars to pay $50.00 toward my bill each month. Now, when I contacted the Provider, they told me that was incorrect. In fact, when I spoke to a representative yesterday, she said I could use my rewards to pay part of my service bill! I would have not switched my service provider. They tell me there is an early cancellation fee which I was aware of originally, but I do not wish to be charged that fee since I was lied to in the beginning when they switched me. The electric fee for dropping this provider is $50.00. The fee for dropping the gas service is $10.00/month for the remaining eleven months remaining on the contract. I am not willing to pay $ ****** for changing back to my original provider, ****. This fee has not been paid, since I have not dropped the service as of yet. I have enough trouble just paying my electric bill in the first place, especially since I am a senior citizen!Business Response
Date: 01/17/2025
*************************************;
January 17,2025
Via E-mail to *****************************************************************************
Dispute Resolution Department
BBB Serving *******************
*******************************************
Re: *** ******* - Case ID ********
Dear BBB Representative:
This letter is in response to the complaint filed by *** ******* on January 8, 2025,regarding Pennsylvania Gas & Electric (PAG&E). In the complaint, ********** asserts concern regarding his enrollment with PAG&E and requests the early termination fee be waived and his electric and gas service canceled.
To provide some background, PAG&E records indicate that Mr. ******* enrolled over the phone and completed a recorded verification on October 19, 2024, authorizing the enrollment of his electric service into PAG&Es 12-month fixed rate product with an early termination fee of $50.00. Mr. ******* also enrolled in his gas service by entering a PAG&E 12-month fixed rate product with an early termination of $50.00. Following enrollment, PAG&E sent Mr. ******* a welcome package detailing the terms of the agreement and providing contact information for PAG&E should he have any questions or wish to rescind her enrollment. PAG&E records can confirm phone enrollment from the registered phone number ************ that is also provided in the complaint. During the contact ********** was expressly informed that his enrollment offers a $50 monthly Reward Dollar incentive that can be redeemed with products offered on the rewards redemption website.
On November 2, 2024, Mr. ******* called PAG&E customer care regarding his ********************** and gas account. He was informed that he is currently enrolled in PAG&E's rewards program and was given instructions on how to access and redeem his rewards for products. Mr. ******* stated he would review the rewards program for the reward dollars accumulated.
On January 3, 2025, Mr. ******* contacted PAG&E and requested to redeem his reward dollars towards his electric and gas account with PAG&E. The representative provided the same information in the previous interaction and informed Mr. ******* that reward dollars cannot be redeemed towards monthly invoices. Mr. ******* requested a supervisor waive his early termination fees for his electric and gas account prior to cancelling services. Mr. ******* was given an expectation of ***** hours for the supervisor to review his request and provide a callback resolution.
Upon receipt of the complaint, PAG&E immediately submitted the request for cancellation of his electric and gas accounts. To maintain customer satisfaction, PAG&E has waived the early termination fees. ***************** and electric service will be canceled without penalty. PAG&E spoke with Mr. ******* and provided him with the above information and the expectation of 1-2 billing cycles for his electric and gas services to be returned to the utility. Mr. ******* expressed appreciation and was satisfied with the outcome of his request.
PAG&E records can confirm that the utility provided the service end date of Mr.Lavesons electric service, January 15, 2025, and gas service, January 27,2025.
We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at ***************************
Sincerely,
********* ********************* Specialist
Customer Advocacy ServicesInitial Complaint
Date:12/23/2024
Type:Service or Repair IssuesStatus: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 have been with ********************************** & south jersey gas for over 20 years and never cancelled. Someone came to our door selling services and the services were cancelled way before the billing period. We are senior citizens and feel taken advantage of. I called the comopany and the *** said no refunds were permitted. That it was AC Electric , we have been billed from May 131, June ****** July ****** August ****** Sept Oct ******. totaling $700. we are seeking for this to be amended or corrected due to some type of error. There were no rebates or credits given. We finally went through AC Electric to remove any 3 rd party billers suppliers. We had no idea this was happening and finally figured out who the 3rd party was. We initially thought it was residential electric but it was not them, pls. remove the complaint against residential electric.Business Response
Date: 12/31/2024
December 31, 2024
Via E-mail to *****************************************************************************
Dispute Resolution Department
BBB Serving *******************
******************************************
Re: **** ****** - Case ID ********
Dear BBB representative:
This letter is in response to **** ****** complaint filed on December 23, 2024, regarding NJG&E. In the complaint, Mr. ****** asserts concerns regarding the enrollment of his electric account with NJG&E.
To provide some background, on April 25, 2024, An NJG&E door-to-door agent approached ********** residence at ********************************************, regarding electric supply service. Records indicate that an authorized enrollment into *******;E's 36-month fixed-rate plan was performed by completing an electronic letter of authorization ("ELOA"). Following this enrollment authorization, *******;E sent a welcome package detailing the terms of the agreement and providing contact information for *******;E, should he have any questions or wish to rescind the enrollment.
Our investigation found that the agent identified himself as representing *******;E and advised that he and NJG&E are not affiliated with the local utility. *******;E agents cannot obtain the customer's personal information or utility account number without the customer or authorized party providing such information. The enrollment verification completed states that the party agrees that New Jersey Gas & Electric will supply the electric and gas account listed during enrollment.
On April *******, NJG&E sent the utility an electric enrollment request. The utility accepted *******;E's request for electric service and provided a service start date of May 21, 2024.
On September ******, NJG&E received an inbound drop request from the utility ************* Electric with a service end date of October 21, 2024. On September *******, NJG&E received a reinstatement request from ************* Electric,effective October 22, 2024.
In October 2024,Mr. ****** contacted NJG&E regarding his electric charges billed with NJG&E, requested cancellation of his electric service, and requested a refund. Mr. ****** was informed that a reinstatement from ************* Electric was received, and services continued to flow. At the request of ********** NJG&E immediately processed a cancellation request to the utility.NJG&E records confirm that on October 30, 2024, the utility provided a service end date of November 19, 2024. As a courtesy, NJG&E performed a courtesy rerate from the NJG&E contracted rate and the *** rate from the service periods of May 21, 2024, through October 21, 2024, and processed a refund of $114.45 to Mr. ******* mailing address to receive within 4-6 weeks of processing.
Upon receipt of complaint, NJG&E records can confirm that Mr. ******* electric service ended on November 19, 2024. An NJG&E representative spoke with ********** and provided the information provided above. Mrs. ****** confirmed that the expected refund was received for $114.45. *******;E can confirm that the early termination fee was waived as a gesture of customer satisfaction. A courtesy rerate from *******;E's contracted rate and the current utility rate was performed for the final bill with a service period of October 22, 2024,through November 19, 2024, and a refund of $29.19 was processed. Mrs. ****** was informed that a 46-week refund processing timeframe should be allowed. In addition, NJG&E has processed Mrs. ******* request to be added to the "Do Not Solicit" list for future interactions with NJG&E agents. ********** expressed appreciation and satisfaction with the outcome.
We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at ***************************
Sincerely,
********* ********************* Specialist
Customer Advocacy ServicesInitial Complaint
Date:12/18/2024
Type:Order IssuesStatus: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 Dec. 11th a door to door salesman came and said he was with ******* and signed me up on his personal iPad for a fixed electric service. He did not provide contact info or what electric service he was working for and made it seem like he was with my current energy supplier. After realizing what happened I approached him to cancel my account and I was told that he could not cancel that account on his iPad. That night I called PAG&E to cancel the services and I was told I had to wait until the account showed up in their system. I called the next day Thursday December 12th and was assured they would cancel it for me and send me a confirmation number saying it was canceled. I never received and email confirming so I called back on Friday December 13th to ensure my account was canceled and they said it would be canceled by December 17th and I would get an email confirmation that it was canceled because it would take a certain amount of business days to do so. I did get a confirmation number over the phone that day. I called back today on December 17th because I have not received an email confirming that account was closed and was told they have no way to send me an email in writing that my account was closed. Every time I called this business I was told differing things about receiving email communication and would just like it in writing that the account that was made for me was not active and there would be no charges. I was also told in person on December 11th by the door to door salesman with ********** (the representative was **** *****) that I had 7 days to cancel my account to not be charged. Over the phone today on December 17th I was told I actually have up to 60 days to cancel it. The whole thing is shady, unprofessional, and each person I spoke with over the phone and in person had contradicting answers. I am requesting I get assistance getting in writing an email confirmation that the account was never active or that it was closed.Business Response
Date: 01/01/2025
********************************
January 1, 2025
Via E-mail to *****************************************************************************
Dispute Resolution Department
BBB Serving *******************
*******************************************
Re: ****** ****** - Case ID ********
Dear BBB representative:
This letter is in response to the complaint filed by ****** ****** on December 20, 2024, regarding PAG&E. In the complaint, Ms. ****** asserts concerns regarding the enrollment of her electric account with PAG&E.
To provide a bit of background, on December 11, 2024, Ms. ****** was approached by a PAG&E door-to-door agent regarding electric supply service. Records indicate that Ms. ****** authorized the enrollment of the electric account into PAG&Es 12-month fixed rate plan of $0.1389 per kwh by completing an electronic letter of authorization (ELOA). Ms. ****** received a copy of all her contract documents in person at the time of enrollment. Following enrollment, PAG&E sent a welcome package via email and postal mail, detailing the terms and conditions of the chosen rate plan.
On December 11, 2024, Ms. ****** contacted PAG&E to cancel her enrollment. The enrollment was immediately rescinded. PAG&E services will not flow.
A PAG&E representative contacted Ms. ******* however she has not answered, multiple messages were left. We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at ****************************************
Sincerely,
***** *****
Customer *********************************************Initial Complaint
Date:12/17/2024
Type:Billing IssuesStatus: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 received a letter on 12/16/2024, dated December 6, 2024, from *******************, stating that we have chosen Pennsylvania ********************************* as our natural gas supplier. The letter stated that we had until December 11, 2024 to respond to their letter. We did not choose them as our supplier! We wish to keep ***************** as our supplier. ***************** confirmed that they are on record as our provider until March of 2025. We have spent several hours telephoning: *******************; ************ Gas and Electric and Energy Harbor about this letter and were told that no one can correct the action taken by *******************.Business Response
Date: 12/30/2024
********************************
December 30, 2024
Via E-mail to *****************************************************************************
Dispute Resolution Department
BBB Serving *******************
*******************************************
Re: ****** ***** - Case ID ********
This letter is in response to the complaint filed by ****** *****, husband of, ******** ***** on December 18, 2024, regarding Pennsylvania Gas & Electric (OHG&E). In the complaint, *** ***** asserts concerns surrounding ************** account enrollment with PAG&E.
On November 4, 2024, Energy Harbor sent a letter informing Mrs. ***** that his electric account was being assigned to Energy Harbors affiliate brand PAG&E,starting with her next available meter read date with no changes to the current contract that was honored by Energy Harbor. Please see Attachment A for a copy of Mrs. ****** assignment notice.
PAG&E records reflect an enrollment request was sent to the utility *********** on December 5, 2024. The utility has provided a service start date of December *******.
Upon receipt of the complaint, PAG&E subsequently contacted *** and Mrs. ***** to provide the above information and provided the service effective date of December 25, 2024. Mrs. ***** requested the cancellation. She was informed that this process can take up to 1-2 billing cycles and would be sent on December 27, 2024. Mrs. ***** expressed satisfaction with the resolution. Cancellation was submitted to the utility who provided January ******* as the drop effective date.
We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at ****************************************.
Sincerely,
********* ********************* Specialist
Customer *****************Customer Answer
Date: 12/30/2024
I am rejecting this response because: We communicated with *********** and was informed that several customers were complaining about the gas supplier letter. These people had not received the supposed first letter and had not elected a supplier change. There was confusion at the supplier company, which included that some their customers should have received the first letter- but we shouldnt have received the first letter because we were to stay with the supplier. After several telephone conversations with employees at the supplier company, we were informed that their company had been sold and the selected company was the new owners. In my opinion it appears that during the holiday season customers would be too pre-occupied to notice the nonsense initiated by the initial company and their purchasing company and their customers would continue to pay their billing rate. During conversations with Peoples, we were told that their gas rates were much lower than their supplier rates.Business Response
Date: 01/02/2025
As stated in the response submitted on 12/30/2024, *** and **** ***** were given the expectation provided by the utility ************ of 1-2 billing cycles for cancellation after their service start date with OHG&E of December *******. During the interaction on December 20, 2024, **** ***** was informed she could contact the utility ************ directly to cancel the pending enrollment with OHG&E as only customers can cancel pending enrollments during the 5-day rescission period. Attachment A is a copy of the transition letter sent via *** to ********* for her records. OHG&E can confirm that the service end date provided by ************ is January 28, 2025, and will be billed under her agreed upon honored rate with Energy Harbor.
Sincerely,
********* ********************* Specialist
Customer Advocacy ServicesInitial Complaint
Date:12/14/2024
Type:Service or Repair IssuesStatus: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 received a letter from our *********** (*************) saying that they received information from ************************************** that we selected them as our new natural gas supplier. That is completely FALSE! We chose ************* as our supplier on Sept. 18, 2024. PLEASE do something about this criminal practice by US GAS & ELECTRIC, INC. I have read the other complaints against this Company, yet The Better Business Bureau hasn't stopped their behavior.Business Response
Date: 12/26/2024
December 26, 2024
Via E-mail to *****************************************************************************
Dispute Resolution Department
BBB Serving *******************
*******************************************
Re: ******* ****** - Case ID ********
Dear BBB representative:
This is in response to the complaint filed by ******* ****** regarding Pennsylvania Gas and Electric (PAG&E).In the complaint, Mr. ****** asserts concerns with the enrollment of his gas account with PAG&E.
On November 4, 2024, PAG&E notified Mr. ******* by mail, advising that his gas contract would be transferred to ************** affiliated entity, ********E, another corporate family brand that serves throughout the state of ************. Mr. ****** was also notified that he would be receiving a letter from his utility indicating this service transition date. This transfer would be implemented without any modifications to the terms and conditions of the existing contract, which will continue to be honored by PAG&E.
On December 6, 2024, PAG&E sent an enrollment request to the utility and a service start date of January 17, 2025,was provided.
Upon the receipt of complaint,PAG&E immediately submitted a customer drop request to the utility for processing and the utility has since confirmed a service end date of January 17, 2025. Therefore, the gas service will not flow.
A PAG&E representative contacted Mr. ******* however, he has not been reached, and multiple messages have been left. We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at ***************************
Sincerely,
***** *****
Customer *********************************************Initial Complaint
Date:11/21/2024
Type:Customer Service IssuesStatus: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.
lllinois Gas & Electric advised ***** to change my service, I received a letter from ***** stating on December 17th my service provider will be Illinois Gas & Electric. I had no contact with Illinois Gas & Electric this change was done without my consent. I have tried contacting ***** to cancel the change. Illinois Gas & Electric couldn't provide a reason why the change happened.Business Response
Date: 12/06/2024
**********************************************************
December 6, 2024
Via E-mail to *************************************************************************
Dispute Resolution Department
BBB Serving *******************
*******************************************
Re: ****** ***** - Case ID # ********
Dear BBB representative:
This letter is in response to the complaint filed by ****** ***** on November 25, 2024, regarding Illinois Gas & Electric (ILG&E). In the complaint, Ms. ***** asserts concerns surrounding the enrollment of her electric account and requests cancellation.
To provide a bit of background, records indicate that on October 26, 2024, Ms. ***** was approached by an ILG&E sales agent at the ************* retail location. Ms. ***** authorized the enrollment of her electric accounts into ILG&Es 24-month fixed rate plan by completing an electronic letter of authorization (ELOA). Following enrollment, ILG&E sent Ms. ***** a welcome package detailing the terms of the agreement, as well as providing contact information for ILG&E should she have any questions or wish to rescind her enrollment.
The ELOA indicates the product selected, and that ILG&E is not the utility or affiliated with the utility. In addition,ILG&E sales agents present themselves wearing an ILG&E identification badge, and branded uniform which includes an ILG&E vest that clearly identifies the agent as representing an Authorized Retail Electric Supplier.
ILG&E records confirm that on October *******, enrollment for Ms. ****** electric services was sent to the utility.ILG&E received an acceptance from with a beginning service date of December 17, 2024.
On November 12, 2024, Ms. ***** contacted ILG&E to inquire about the enrollment and requested cancellation. Her request was immediately submitted for processing without penalty. The utility cancelled the enrollment on November 13, 2024, and service with ILG&E will not effectuate.
ILG&E is committed to maintaining the highest standards in sales and customer service, and we continuously provide our teams with extensive training to uphold these standards. We will continue monitoring our sales and customer service practices to ensure quality interactions with our customers.
ILG&E has made multiple attempts to reach Ms. ***** to convey this information; however, we have been unable to connect, despite leaving messages. We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at ****************************************.
Sincerely,
********* ********************* Specialist
Customer Advocacy ServicesCustomer Answer
Date: 12/09/2024
I have reviewed the business response and accept this resolution.Initial Complaint
Date:10/02/2024
Type:Sales and Advertising IssuesStatus: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 a victim of a sales scam from PAG&E. I live in a private community where there is no soliciting. When 2 ladies knocked on my door and asked for my electric and gas bill, I inquired why, they said they are checking to see if we are receiving gas and electric from the correct supplier. I assumed this was a legitimate concern and approved by the ********* because no sales or soliciting is allowed in my community. When I gave them my bills they said the customer charge I am receiving means I have the wrong supplier (which is a lie).I then received 3 bills under PAG&E in which my cost were $113.43 more than my usuall bills. I called MetEd and ************. I was not receiving my gas and electric from the wrong supplier. The 2 ladies from PAG&E were out making door to door sales pitches and using scams and false claims to get a person to switch their supplier to PAG&E. I still have a customer charge on my bill so that was a complete lie. I do not have to switch suppliers so that was a scam and lie as well.I have left multiple messages with PAG&E with no resolutions. I keep getting transferred and leaving messages and no response except my service has been cancelled. I want my $1113.43 in charges from PAG&E refunded.Business Response
Date: 10/16/2024
********************************
October 16, 2024
Via E-mail to *****************************************************************************
Dispute Resolution Department
BBB Serving *******************
*******************************************
Re: ****** Kloepfer - Case ID ********
Dear BBB representative:
This letter is in response to the complaint filed by ****** ******** on October 4, 2024, regarding
Pennsylvania Gas & Electric (PAG&E). In the complaint, *** ******** requests reimbursement for
supply charges from PAG&E.
To provide a bit of background, PAG&E records indicate that ****** ****** (********) was approached
by an PAG&E door-to-door agent regarding electric and gas supply service on July 30, 2024. *** ***********uthorized the enrollment of her electric and gas accounts into PAG&Es 36-month fixed rate plan by
completing an electronic letter of authorization (ELOA). Following enrollment, PAG&E sent *** *********** welcome package detailing the terms of the agreement, as well as providing contact information for
PAG&E should she have any questions or wish to rescind her enrollments.
On August 28, 2024, *** ****** contacted PAG&E customer care to cancel the enrollments of her electric
and gas account; the request was immediately submitted for processing without penalty. The utility has
since confirmed a service end date of August 28, 2024, for the electric service and September 11, 2024,
for the gas service.
Based on our investigation, PAG&E concludes that the enrollments are valid, and the accounts billed in
accordance with the terms and conditions agreed to and for the actual energy usage. Therefore refund is
not warranted.
A PAG&E representative contacted *** ****** to provide the above information, however she did not
answer, multiple messages were left. We trust this information will assist you in closing the above inquiry.
If you have any questions, please do not hesitate to contact me by email at ****************************************.
Sincerely,
***** *****
Customer *********************************************************
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