Complaints

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

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  Realgy, LLC

  675 Oakwood Ave West Hartford, CT 06110-1506

• 

  Realgy, LLC

  1900 E. Golf Road Ste. 950A Schaumburg, IL 60173

• 

  Realgy, LLC

  1100 New Britain Avenue Suite 202 West Hartford, CT 06110-2447

• 

  Realgy, LLC

  912 Northwest Highway Suite 111 Fox River Grove, IL 60021

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:12/03/2024

  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 received a collection letter from Realgy Energy Services involving $116.8 for 5/2020. I have never been contacted about this before. I pay my bill to AEP directly for delivery and provider services consolidated in one monthly bill. My AEP account is current and paid to date. I don’t believe this amount is owed. I have requested proof but no response so far.

  Business Response

  Date: 12/18/2024

  Hello,

  Realgy Energy Services was informed by AEP through file ***** this customer has an unpaid balance to Realgy Energy when we were the third-party supplier. Since we are no longer active on this account our outstanding balance is no longer found of the AEP bill. Realgy customer service has emailed with this customer regarding this issue on 12/4/2024. 

• Initial Complaint

  Date:12/05/2023

  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.

  Received letter dated 11/22/2023 stating we had enrolled in their service. We had not in any capacity contacted or requested anything from this company. The letter stated that we had 7 business days from the 22nd to cancel the contract with no fees. However the date stamp on the envelope is dated 11/28/2023, taking 4 of the 7 days away from us. I have tried to go onto the website provided in the letter and it does not work. I have called the number provided in the letter and it does not work. The fact that they can just take over a personal utility account is scary and wrong.

  Business Response

  Date: 01/09/2024

  Please go through below response that we already sent to **** and now sharing with you.

   

  The complaint expresses a delay in communication. We sent two different postal communication at Ms. ******** mailing address. First postal communication was the written contract posted within one business day of the agreement done on 13th Nov 2023. Second postal communication was a welcome letter posted after utility’s acceptance of pending addition dated 22nd Nov 2023. This is the letter Ms. ****** has mentioned in her complaint. It was the second postal communication.
   
  In addition to the postal communication, we also sent a voice message within one business day of agreement with instructions to download written contract. This voice message was sent to the phone number using which agreement was signed up. The request to add Ms. ******** electric item into Realgy’s service was sent to the utility only after a wait period of 5 days after the written contract was sent. There was no call from Ms. ****** to either Realgy or to the utility to rescind the sale. Later, **** ***** has accepted this addition.

   

  The complaint also expresses an inability to contact us. Our call records show no call made to our customer support number from either of the phone numbers.
  
  Upon receipt of this complaint earlier, we requested utility to rescind addition of Ms. ******** item into Realgy’s services and just then, utility accepted rescission of pending addition therefore, Ms. ******** item did not enter Realgy’s services at all.
   
  Ms. ***** ****** has been opted out to avoid any future sales solicitation.

   

  With Regards,
  Ishita G***
  Operations and Engineering
  Realgy Energy Services

  Customer Answer

  Date: 01/09/2024

  I have been in contact with the public utilities commission about this. For, several different reasons, All of which are horrible and dishonest business practices. I have black & white evidence to support every claim that I have made. And at least 2 are illegal, let alone dishonest. The phone number that real g has on file which is written in the letter, is no longer and has not been the phone number of contact for over a year. I was given the recordings of the phone calls that they claimed to have made to us. And the person on the phone is not the person that they claim it to be. I called that phone number and it is no longer connected..... So how did they get the consent from a person that they didn't talk to? At a phone number that is not even connected? Also, the complaint was not just about timely communication As stated in the response. The issue is that while the letter is dated one date, the mailing is dated for another date 6 days later. Given in that communication, I was only given 8 days to respond them. Holding that letter for 6 of those 8 days makes it impossible for me to have been given proper notice to withdraw from the fake contract. My main concern at this point is. Who's a gave the information 2? In order to make the fake recorded phone call. Because it contains very personal information about my fiancé and I and our home. I have black & white proof and evidence that they have broken. The law lied and had very dishonest and underhanded business practices. I will be telling anybody and everybody that I know on any and every platform exactly what heinous and illegal and disgusting things that this company has done And we'll be sharing all evidence that I have as well.

  Business Response

  Date: 01/25/2024

  Hello,

  We looked up our system for a record of ***** ****** to investigate the stated issues. We found one telephonic agreement made in the name of ***** Keyes, using a different phone number BUT for the same address as mentioned by ***** ******. We needed to investigate what is the connection between ***** ****** and ***** Keyes, the complaint expresses a delay in communication. We sent two different postal communication at this address. First postal communication was the written contract posted within one business day of the agreement done on Nov 13th, 2023. The second postal communication was a welcome letter posted after utility’s acceptance of pending addition dated Nov 22nd, 2023. This is the letter Ms. ****** has mentioned in her complaint. It was the second postal communication. In addition to postal communication, we also sent a voice message within one business day of the agreement with instructions to download written contract. This voice message was sent to the phone number using which agreement was signed up. Our customer support contacted Ms. ***** ****** on 12/13/2023 and she confirmed that Mr. ***** ***** lives with her. Having established the connection between Ms. ***** ****** and Mr. ***** ***** we have requested Utility to rescind the addition of Ms. *****’s item into Realgy’s Services. **** ***** has accepted rescission on pending addition therefore Ms. *****’s item will not enter Realgy’s services at all. Ms. ***** ******/Mr. ***** ***** has been opted out to avoid any future sales solicitation. 

  Customer Answer

  Date: 01/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/13/2022

  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.

  Company is calling multiple times per day to the point of harassment. I have requested multiple times to not be contacted and placed on their do not call list. Company is not complying with request. All numbers in picture that do not have a name are them calling.

  Business Response

  Date: 10/24/2022

  Our dialer log doesn't show we have called this customer since Aug 2022.  Any calls would show Realgy on the caller Id.  We have added your number to our Do Not Call list. 

• Initial Complaint

  Date:09/16/2022

  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.

  Representative called me saying they are from **** edition which i found they never call customers. They lied to people to get people hooked in their contact. They lied to me saying Electric rate are fixed nd I found its variable rate

  Business Response

  Date: 09/19/2022

  **** ***   ****   ******** ******** *********** **** ********* ******** ***** *** ****** ******* *** ****** ***** ************ ***** * ******** ******* *** ****** ** ************ ***** ** ***** ******* **** *********** *********************
  
  CUSTOMER HISTORY TIMELINE
  
  DATE
  MESSAGE Event
  08/31/22 12:00 Customer Authorized Enrollment via TPV : ************ 
  09/02/22 12:00 Requested Addition ADMIN REQ
  09/05/22 12:00 Response Accepted Pending Addition UTIL RESP
  09/06/22 12:00 Welcome Letter Created WELCOME LETTER
  09/16/22 12:00 General : Renewal Letter, Voicemail, Text : Hi, this is Ted give me a call back at ********************. Thank you.
  09/16/22 03:42 Called tek and he said our rep told him they were from ** ****** and his supplier went out of business. They also told him it was a fixed rate. I told him we are a 3rd party supplier for ** customers and our verification says we are realgy and not the utility. he kept going off about how he already complained to the county because they will side with the customer as they are elected by the public. He said he complained to BBB and they will investigate. I told him we will also be investigating as we don’t condone misinformation and he insisted that we lied and was sure they said realgy so he is ****** ***. He wants to be removed from our compa** and he also asked a lot of questions and kept repeating himself. He had a thick accent but said he will never agree to business with foreigners. I told him this is America and everyone is from somewhere else. I asked where his family is from and he said everyone was born in ** even his grandparents which is a huge lie because his accent was so thick and I googled him and he is not from here! I told him he will be cancelled but there may be one bill period with us and he said ok.
  09/16/22 03:42 Requested Subtraction ADMIN REQ
  09/18/22 12:00 Requested Rescission Pending Addition ADMIN REQ
  09/19/22 BBB Inquiry and response
  
  
  BBB CUSTOMER INQUIRY:
  
  Representative called me saying they are from **** ******* which i found they never call customers. They lied to people to get people hooked in their contact. They lied to me saying Electric rate are fixed nd I found its variable rate
  
  REALGY RESPONSE:
  
  While we do apologize for the miscommunication, the customer was asked if he wanted to speak with someone regarding an energy offer, which he responded in the affirmative.  We are clear that he is speaking to Realgy Energy Services and we are a supplier for **** ******, per attached TPV.  Customer’s enrollment has been rescinded and he will not be on Realgy’s service.
  

• Initial Complaint

  Date:07/21/2022

  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.

  This company advertises they will match the price of other energy companies. They jumped from $0.10 to $0.17/ kilowatt overnight. The reason I signed up with them is because they said they would always beat the prices of competitors. When they found out what I wanted to talk to them, they started putting me on hold and wouldn't respond to me.

  Business Response

  Date: 08/02/2022

  **** *** ******** ******** *********** **** ******** ******** ***** ******* ******** * ******* **** ******* ******* ******** ***** ************ ***** ******************** ******** ******* *** ***** *** ************ ******* **** ** ***** ******* **** ******* *********** ******** ******* ********
  
  DATE
  MESSAGE Event
  12/31/14 Customer Authorized Enrollment via TPV : ************
  01/19/15 12:00 Requested Addition ADMIN REQ
  01/22/15 12:00 Response Accepted Pending Addition UTIL RESP
  01/23/15 12:00 Welcome Letter Created WELCOME LETTER
  04/02/15 12:00 Notice Completed Addition UTIL RESP
  05/14/19 12:00 Notice Pending Subtraction - Switching to Competitor UTIL DR-SW
  05/14/19 03:34 Realgy called and left message
  05/15/19 05:09 Realgy called ******* to discuss cancellation. Saved by discussing rates. Told to call utility and other supplier to cancel. Customer went through another TPV
  05/20/19 12:00 Notice Rescission Pending Subtraction UTIL RESP
  02/23/22 12:00 Renewal Letter Created ADMIN REQ
  03/03/22 12:00 Renewal message printed on bill ADMIN REQ
  07/18/22 04:13 Incoming call. ******* was calling because his bill has increased drastically. He said he is disabled now and can no longer work so he was wondering if we had any programs. I told him unfortunately we just have our variable rate but we do offer service match. He said no I’ve been through that a million times well thank you for the information and we ended the call.
  07/19/22 01:50 Incoming call. ******* said he received two offers from other companies. One for .11 for 36 months and one for .12 for 32 months. I told him if he would like us to match their rate he just needs to send the offer over to our email. He said he doesn’t do computers he just uses his sons laptop. I suggested maybe his son could help him email us. He said he is going to try to get the offer on the computer and take a photo and then email us that photo. He said okay and asked if we did gas for ****** as well. I told him we do not. We ended the call.
  07/19/22 02:47 Incoming call. ******* called saying he sent the offers to our email but did not put any of his information in the email so he figured he should call to let us know the email from ******************* was him.
  07/19/22 03:36 recd email from ******* ******** <********************> for service match with partial photo of UDS from constellation new energy.
  Replied - We would be happy to provide our ServiceMatch for your account however, we will need the full offer from Constellation with all terms and conditions of the offer. Please send that over and we will create an amendment for your account that you’ll have to sign and return.  Please let us know if you have any questions.  You can also schedule a call back here.
  07/20/22 09:49 recd email from ******* This is the only statement terms agreement that is giving to me before they want me to sign you have their letterhead I’m sure you could find out what you’re looking for faster than I can if it’s too much of a problem just let me know I will just sign. I REPLIED The image you sent is cut off and doesn’t show the full wording. It is also the uniform disclosure statement. We require the full terms and conditions of the offer. Please send them over in document form for us to review if you can.
  07/21/22 08:54 ******* emailed This should be what you’re looking for I hope thank you. He attached a screen shot of constellation renewable product and 90 day guarantee period but it doesn t show T&Cs. I REPLIED Unfortunately, that is not the terms and conditions of Constellation’s offer. Is this from an email offer? If they emailed it to you, please forward the email to us and we can review.   Would you like someone to call you today to discuss? If yes, please let us know a time you’re available.
  07/21/22 11:09 Customer called and left message
  07/21/22 12:49 Customer called but didn’t leave message
  07/21/22 01:00 Customer called and left message
  07/21/22 01:56 ******* basically was just screaming the entire call. He wanted us to match ******s rate. I told him we could not since they are the utility. He then was asking why we couldn’t call the other companies personally and get the offer for him. I told him he just needs to forward us the email. He said no I will just be going somewhere else. I said that’s fine would you like me to cancel your account. He said no when I sign up for somewhere else itll do it automatically. We ended the call.
  07/22/22 12:00 Notice Pending Subtraction - Switching to Competitor UTIL DR-SW
  07/22/22 09:04 recd email from ******* Cancellation of your business sorry your corporation is so greedy made a report to the BBB canceled you and will tell all my friends and family about your non-supportive help.I REPLIED We are trying to supply you with the lowest rate through our program and continue to provide the best service possible. If you can just send us the offer from Constellation or any other supplier, we will easily be able to help you. You should be able to download the document from their offer and send that to us.
  07/25/22 03:12 ******* replied you are the highest rate out there right now a customer shouldn’t have to do all the legwork you know all the other companies out there and what they’re charging I sent more than enough information to your company. They just give me the runaround . I’m already spreading the word about your company . If you drop the price to half of what the going rate was I still would not go back to you. I REPLIED We cannot receive the offer from suppliers since they have to send it out according to your address. The information you sent was incomplete as it was a partial image or an image of something we did not require.   We understand your frustration but we have provided ServiceMatch many times over the years and it has not been this difficult to set up. If you have someone that can assist you, please have them reach out to us.
  
  
  CUSTOMER INQUIRY: This company advertises they will match the price of other energy companies. They jumped from $0.10 to $0.17/ kilowatt overnight. The reason I signed up with them is because they said they would always beat the prices of competitors. When they found out what I wanted to talk to them, they started putting me on hold and wouldn't respond to me.
  
  
  OUR INVESTIGATION UNCOVERED THE FOLLOWING:  Our rates are variable and changes along with the market pricing.  We do offer ServiceMatchTM, which states we will meet or beat any written offer from another supplier.  We just need the full terms and conditions sent in so we can review the details and make a offer.  The emails received only showed a portion of the terms and conditions.  We told the customer many times that we need to see the full document to review the offer properly.  We did not receive this.  As for the phones, If all agents are on the phone, our system will allow them to hold until someone is available.  When an agent becomes available, they will answer that call.  The caller has the option to hold for a certain amount of time, then if no one becomes available, it will go to voicemail and we will return that call.