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 Since we are no longer active on this account our outstanding balance is no longer found of the AEP bill.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.