Complaints

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:05/05/2025

  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.

  A representative from Callective Energy Gas contacted me by phone and convinced me to switch providers by claiming I would receive discounted natural gas service. However, several critical details were not disclosed or were misrepresented:1. I was not clearly informed that Callective Energy Gas is a third-party supplier, independent of my current utility.2. The representative failed to mention that I would receive a separate bill, which caused confusion and unanticipated charges.3. There was no discussion of any contract length, cancellation policy, or any penalty for switching back.4. I was never provided a copy of the contract, neither electronically nor physically, and I have no memory of being given an opportunity to review the terms before being enrolled.5. Since switching, my gas bills have increased, directly contradicting the savings promised during the call.6. I have made repeated attempts to contact Callective Energy Gas to resolve or cancel the service, but the company is entirely unresponsive and appears unreachable through their listed contact methods.

  Business Response

  Date: 05/16/2025

  Hello,

   

  Thank you for bringing these concerns to our attention. We apologize for the poor experience and any confusion regarding this enrollment.

  Callective Energy is a CTA (Core Transport Agent) in the state of California's Gas Choice Program. In order to complete an enrollment with Callective Energy, a Third-Party Verification must be completed by the customer authorizing it. That verification has the customer confirm and verbally acknowledge the understand the following terms:

  - Callective Energy is a third-party supplier and has no affiliation with the utility

  - The customer will continue to receive one bill from their utility, which will include Callective Energy's Procurement Charge, which is replacing the default cost that comes directly from the utility, so the customer may start receiving our competitive pricing

  - This enrollment is month-to-month, with no penalties or fees to cancel or make changes at any time

   

  We sincerely apologize for any issues contacting our **************** Team. We are always available Mon thru Fri from 7am - 2pm PT @ **************. We would be happy to have a representative from our **************** team reach out to assist with any questions or concerns. We also either mail or email a copy of our Terms and Conditions within one business day of the enrollment being completed, but apologize if this was not the case. We'd be happy to provide a copy of the terms and/or the Third-Party Verification if the customer would like. 

   

  Regarding the request for a resolution via refund, we are unable to justify that at this time. Our investigation confirmed this enrollment was completed following all required state regulations and tariffs regarding the Gas Choice Program. We have processed a cancellation request for this enrollment and submitted that to the utility. PG&E will apply this change to your next applicable meter reading, as they do not allow changes in the middle of a billing cycle. Please allow 1-2 billing cycles to see this change take effect.

   

  Please let us know if we may assist with anything further.

   

  Best Regards,

   

  ****************

  ********************

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair 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 received a call from this company. They led me to believe they were with pg&e and got me to sign up to buy gas from them. They were very deceptive about what they were signing me up for. I was led to belive I would save alot of money, but while the gas from them may be a few cents cheaper, I end up having to pay pge another 200 for gas delivery. This company has a phone number that is not possible to speak to anyone or even leave a message. They give no way to cancel your service they trick you into signing up for and I'm pretty sure that's actually illegal

  Business Response

  Date: 04/30/2025

  Hello,

   

  We are troubled to hear of the issues making contact with our **************** Team at ********************. Our office hours run from 7am - 2pm PT Mon - Fri @ ****************. We received an emailed request for cancellation and immediately responded to that email confirming our cancellation request was processed and submitted  to the utility on 4/21/2025. 

   

  PG&E has since accepted our cancellation request and confirmed a disconnect date effective this upcoming 5/6/2025 meter reading. After this next billing cycle is completed, Callective Energy will no longer be supplying our natural gas services for this account. Please be advised, PG&E has always and will always charge for Delivery and Transportation of your energy, as that is the job and purpose of any utility. Those $200 in delivery charges were not impacted whatsoever by having Callective Energy as your supplier, and that is the exact amount the utility would have charged regardless of who procures the gas.

   

  We regret the poor experience and apologize for any inconvenience this may have caused. Based off the concerns and resolution requested, we hope this addresses your concerns and please feel free to contact us via phone or email during office hours and we will be happy to assist further.

   

  Best Regards,

   

  ****************

  ********************

  Customer Answer

  Date: 04/30/2025

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

• Initial Complaint

  Date:03/06/2025

  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.

  March 6. received a call from *******, she claimed to be from PG&E. Wanted to talk about the bill and claimed she can have it lowered but she needed to see if I qualify for callective energy. a company that works with PG&E, and with a give back program in **********. I did qualify, she had me answer some questions, but then said that I will have to call to get reimbursed and that the rate of term will only be 1.2 and that I am paying more now. she talked quickly, and I answered her questions, but she hung up quickly also. I tried to call back with the number she gave but her box is full. I called the company but no one picked up. I do not want the business of this company. I am on the autistic spectrum and feel taken advantage of. Trust me when I say I will not be picking up the phone anymore. With the amount of money I spend monthly on my bills, which I pay on time and the checks all clear, I really believe that PG&E has a responsibility to help me be safe. Please, put the word out that this company is not legit. Thank You. *****

  Business Response

  Date: 03/07/2025

  Hello,

   

  We are sorry to hear of the poor experience this customer had with one of our representatives. We have located this 3/6/2025 enrollment and processed a Stop Order Request. We will not take any effect on this account. Please clarify if this customer wishes for us to contact them to confirm this resolution. They mention not picking up the phone any longer but request contact from us as a resolution to their concerns.

  To clarify, Callective Energy is not affiliated with PG&E in any way. We are a state-certified CTA (Core Transport Agent) licensed to provide customers with our natural gas rate offerings. We have launched an internal investigation to ensure our representative is operating within compliance to state regulations as well as our standards required to contact customers regarding our services. We will provide any necessary re-training and/or corrections to ensure there are no misleading statements being made to customers.

   

  Please let us know if we may be of further assistance in resolving this customer's concerns.

   

  All our best,

   

  Customer Service

  ********************

  **************

• Initial Complaint

  Date:12/18/2024

  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.

  A few months ago I received a call from ********* at Callective Energy regarding my PG&E bill. He stated multiple times that if we switched our gas procurement to their company it would cost us only $1.2 per Therm instead of the current tiered Therm pricing charged by PG&E ($2.4-$2.97 per Therm). It seemed too good to be true and he assured me that it wasn't. Well, I was scammed!!! Once I received my extremely high bill, in actuality Callective charges that price on top of PG&E's normal pricing. There is a gas procurement credit from PG&E, but that only adds up to about a third of what Callective charges. On my last bill they charged $97.20. I canceled my plan with Callective, but was told by both them and PG&E that it can take a few months for the effect to take place. Thank you for taking the time to read this and I appreciate any advice.******** ***** *******

  Business Response

  Date: 01/07/2025

  Good morning,

   

  We apologize sincerely for our delayed response to these concerns, as we have had limited availability over the Holiday season. 

   

  This customer contacted ******************** **************** on 12/16/2024 and requested cancellation of our services. We confirmed the cancellation at that time and advised that, per their utility's policy, any requested changes will be applied as of their next applicable meter reading. This again is a utility policy that we have no control over. We have retrieved and reviewed the recorded Third-Party Verification required to be completed for these enrollments. Per that ***, all terms were acknowledged and confirmed verbally by the customer as being understood.

   

  We are happy to provide that recording to the customer for review if they would like. The utility has confirmed our Disconnect Request effective this customer's 1/8/2025 meter reading, so we are only affecting the one follow-up billing cycle we were servicing at the time cancellation was requested.

   

  We sincerely apologize to hear of this customer's dissatisfaction with the services provided, and hope this explanation helps ease any concerns.

   

  Best Regards,

   

  Callective Energy

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22704191
  
  I am rejecting this response because:

  I would like to have an opportunity to review the recording. I acknowledge that I agreed to their service, but with the understanding that the rate replaced PG&Es rate, not charged in addition to it. I feel I was swindled into paying a much higher bill than need be.

  
  Sincerely,
  
  ******** ***** *******

• Initial Complaint

  Date:11/04/2024

  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.

  This scammer called my phone tell me that they wanna give me a rebate check for gas used. All alone is a transport service to transport PG&E gas from PG&E to my house. Its a scam.

  Business Response

  Date: 11/05/2024

  Hello *******,

  We sincerely apologize for any unwanted solicitations. We have added phone number ************** to our Do Not Call List and you will not receive any further communication from Callective Energy moving forward. 

  In regards to concerns regarding our legitimacy, Callective Energy is a state-certified CTA (Core Transport Agent) participating in your state's Gas Choice Program. We are fully licensed and have been providing eligible customers in your area with competitive pricing for their natural gas procurement for nearly two decades. We are listed on PG&E's website as a CTA and follow the regulations set in place by your state's ************************** 

  Thanks,

   

  Customer Service

  ********************

  *************

• Initial Complaint

  Date:04/02/2024

  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.

  I was contacted in December 2023 by a representative from Callective Energy who said they may be able to lower my PG&E bill. I was asked questions about my PG&E account and asked for a code from my PG&E bill. After I gave the code to the rep, he informed me that I could lower my PG&E bill by signing up with Callective Energy. When I received my first bill after signing up with Callective Energy (the 12/29/23 statement), I saw that my PG&E bill was considerably higher; not only were all the PG&E charges the same or higher, but in addition to the PG&E charges was a new third party charge for Callective Energy in the amount of $27.72. I called Callective Energy that day and cancelled and was informed that the cancellation may not process that month and that I may see the Callective Energy charge on my next bill. This proved to be true, as my next PG&E bill (the 1/30/24 statement) included a Callective Energy charge of $28.98 in addition to my regular PG&E charges. I am requesting a refund of these two Callective Energy charges that total $57.70. Ive attached screenshots of the two PG&E bills that include the Callective Energy charges and also for comparison the bills previous (11/30/23 statement) and after (2/29/24 statement) which do not have the Callective Energy charges.

  Business Response

  Date: 04/15/2024

  Hello, I apologize for the tardy response to this complaint.  The email notification must have gone to my spam folder..  

  ****** signed up for service with Callective on October 17, 2023 at 2:11pm.  I have emailed a copy of the *** to ****** and to the BBB.  On January 9, 2024 ****** called in to cancel service.  We explained to her that this process typically takes approximately one billing cycle to complete.  We did submit the cancellation request per her direction and her account was switched back to PG&E on 1/24/2024.  Although ****** wasn't with us for a full twelve months, I am going to process a rebate check in the amount of $15.00 and send it to her address of record.  I believe this should be a fair resolution.  

  Thank you, *****.

  Customer Answer

  Date: 04/29/2024

  I apologize but I missed the response due to 14 days of checking my email daily with no response from the Callective. I wish to decline Callectives offer of a $15 refund and reopen this case and my original request for $57.70. 

  Business Response

  Date: 05/20/2024

  The difference between Callective's price and PG&E's price for the two months ************************ was with us comes to $17.44.  I can send ************************ another $10.00 which comes to more than the difference between the prices.  

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21520725
  
  I am rejecting this response because:

  The difference in my PG&E bills for the two months I was signed up with Callective Energy was $57.70 total ($27.72 the first month and $28.98 the second). This is shown in my attachments.

  
  Sincerely,
  
  *********************************