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Business Profile

Gas Distributors

United Energy Trading, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gas Distributors.

Complaints

This profile includes complaints for United Energy Trading, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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United Energy Trading, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/28/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Cannot get through to customer service even during business ess hours.

      Business Response

      Date: 01/23/2025

      Good morning,

      We sincerely apologize for the delay in our response in regard's to this customer's concerns. Per our call records, this customer attempted to contact Callective ********************** **************** four times between 12/24/2024 - 12/27/2024. Our offices were limited in availability over that period as we observed Christmas. However, we did reach out to the customer on 12/26/2024 in an attempt to return their call. We were forwarded to a voicemail, where we left a detailed message advising of our limited availability and that we would return any call-in attempts within 72 hours.

      Despite this, we understand this customer's concerns and the need for a prompt response. We can confirm we processed a cancellation on 1/2/2025 and the customer did reach us successfully on 1/6/2025 where we confirmed the cancellation was submitted. Their utility subsequently returned a confirmed Disconnect Date of 1/10/2025, and we confirmed this with the customer when they called in on 1/6/2025.

      Unless there are any follow-up concerns from this customer that require our attention, we will consider their concerns met and again apologize for the delay in our availability due to the Holiday season as well as our delay in responding to this communication.

      Sincerely,

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

      Callective **********************

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

       

      Customer Answer

      Date: 01/24/2025

      I finally got ahold of someone and they are canceling my account.

    • Initial Complaint

      Date:03/07/2024

      Type:Order Issues
      Status:
      Resolved
      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.
      Scammers with unbelievably RUDE and unprofessional people calling non stop trying to get us to switch back. Prices increased dramatically after we switched to ****** from DTE, so we switched back to DTE. Id block them if they werent calling from different numbers. I cant believe its legal for these people to scam and harass people the way they do!! SAY NO and HANG UP when they call- its all lies! STOP Calling and HARASSING us!!!

      Business Response

      Date: 03/07/2024

      Hello,

       

      Thank you for making us aware of this customer's concerns. We have added ************** to our internal DNC list. We will not make any further attempts to contact this customer.

       

      Thanks!

       

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

      *** Customer Service

      Customer Answer

      Date: 03/07/2024

       
      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:03/30/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Callective Energy has too many failures. They compete with PG&E concerning negotiating Gas procurement charges for customers in **********. In January Callective charged its customers, including me, a gas procurement rate per therm more than 3 times what PG&E charges their directly billed customers for procurement during the same time period. By any standard this Callective rate negotiation was a complete failure. When I asked for an explanation, my question was not answered, instead Callective terminated my account. This was a failure of customer service. After taking exception to this response, management of Callective gave me a reason for the price difference which was not consistent with facts published by PG&E. This was a failure of trust. Probably the worst failure was that Callective, knowing of the pending steep price increase, did nothing to notify its customers that such a steep increase in price was coming into effect. Had they notified customers, we could have adopted further austerity measures like keeping the house at 55 degrees instead of 62 degrees and wearing 6 clothing layers instead of just 4 layers. Given all these failures it is hard for me to understand why Callective is still in business.

      Business Response

      Date: 04/10/2023

      Hello,


      Yes,the customer is correct.  We did respond letting him know that the wholesale prices of natural gas settled at unprecedented levels between January 2023 through February 2023.  In January, the wholesale price settled at just under $5/therm.  PG&E did only charge $1.37/therm for that same time period.  PG&E undercharged their customers $470 million.  In addition, the **** has an Agenda Item to open up an investigation as to why all this happened.  They will investigate to see if there was any market manipulation that occurred.  As to why we didn't send out any notices: The prices settle 3 days prior to the first of the month.  That doesn't give us a tremendous amount of time to send out notifications.  

      It is true we did send ****************** account back to PG&E without speaking with him directly over the phone first.  He sent in an email just asking questions.   I did apologize for that and had that addressed immediately with our call center.  The representative was required to do additional training prior to taking more inbound calls or responding to any inbound emails.  I also offered him a fixed rate of $0.84/therm for 12 months, no cancellation fees.  ************** was not interested in this offer.

      We do sincerely apologize for the extremely high natural gas prices.  But when we have to go buy our wholesale supply at nearly $5/therm, there's not a lot we can do about it.

      Again, we hope that something will come from the ****'s investigation to shed light on what really happened during the first part of 2023.

       

      Thank you, *****

       

      Customer Answer

      Date: 04/12/2023

       
      Complaint: 19877253

      I am rejecting this response because:  The arrogance of Calective Energy seems to be limitless.  They have only revealed half of the  story.  When they told me of PG&E's apparent loss they also said that PG&E would be compensating by increasing their Procurement fees to their customers in the coming months.  Of course just the opposite  happened.  PG&E substantially dropped their procurement fees in March.  This fact negates their entire argument.  I guess they forgot to mention that fact.  Also to say they could not notify customers of a huge rate increase because they only knew the actual price 3 days prior to the billing period is preposterous.  Even if they notified customers 15 days later many customers could have saved hundreds of dollars.  I think Calective is hiding the truth and I have asked CPUC to investigate Calective.

      Sincerely,

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

    • Initial Complaint

      Date:02/09/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 want my service discontinued immediately . I am being charged 3 times the amount I would have been charged by PGE. Where is the savings they told me I would be getting? No one answers the phone. You get disconnected or if you are lucky get a recording with an email to cancel. I even got a message that said they were out of the office and returning August 3rd? What year????? Seriously? I used less gas last year and I am being charged 3 times the price!

      Business Response

      Date: 02/10/2023

      Hello, we do apologize that ****************** had trouble getting through.  We have experienced an extremely high inbound call volume due to the pricing conditions we experienced in January.  The wholesale natural gas price settled at $5/therm.  These are levels we've never seen before.  I have submitted the cancellation request today.  It does take one billing cycle to switch the account back to PG&E.  Please let me know if there is anything else that is needed.

      Sincerely,

      Callective Energy

      Customer Answer

      Date: 02/16/2023

       
      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,

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

    United Energy Trading, LLC is NOT a BBB Accredited Business.

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