Complaints

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

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  American Power & Gas, LLC

  10601 Belcher Rd S Seminole, FL 33777-1407

  
• 

  American Power & Gas of NJ

  10000 Lincoln Dr E Ste 201 Marlton, NJ 08053

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:10/03/2023

  Type:Order 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 am being billed by a company called American Power and *********** that I never signed up for. They told me that they would obtain recording of the authorization. They did but never shared it with me. They gave me the name of someone who authorized the company to do the billing but there is no one at this company by that name. I asked them to stop billing me however, they continue to do it with threats of turning off the electric. My electric supplier is Ohio ******************* and I pay that portion of the bill. They told me to address the rest of the bill with American Power and ***********. American Power and *********** is saying that I owe ****** to them and I never signed up to be with them.

  

  Business Response

  Date: 10/16/2023

  Dear Sir or Madam,

   

  We have been in touch with the customer since 10/4/23, with our last communication on 10/11/23. We are waiting to hear back. We were able to gain clarity from the customer that she was not referring to AP&G actually threatening her electric would be turned off, rather she was referring to a future possibility of losing service in the event her electric bill was not paid. We will provide an additional response and update once the customer responds to us. 

   

   

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20686829
  
  I am rejecting this response because:

  It was indeed a threat from a First ****** representative that the electric bill could be turned off if American Power and Gas was not paid.  The portion owed to First ****** has been and continues to be paid.  I am not waiting for American Power and Gas to correct this with First ****** and remove the charges from the bill.  I have mentioned to them that I am not aware of who they talked to as I do not have anyone named ***** working for the company, nor have I ever had anyone named ***** working for the company.
  
  Sincerely,
  
  **************************************

  

  Business Response

  Date: 11/14/2023

  We contacted the customer and agreed to not have the customer wait for her usage and meter to be inspected by ************* we are currently awaiting the customer's response to our last email. We will update once we connect.

  Customer Answer

  Date: 11/18/2023

   
  Complaint: 20686829
  
  I am rejecting this response because:

  First Energy has read the meter.  Their charges are accurate and they have billed us accordingly.  We are just waiting for American Power and Gas to remove their unauthorized charges from the bill.
  
  Sincerely,
  
  **************************************

  

  Business Response

  Date: 12/06/2023

  We are aware ************ has read the meter and validated usage. We responded to the customer on 10/11/23 via email with an explanation that as the supplier, we cannot delete or eliminate charges from a ************ invoice. In the same email, we included a fair resolution as an alternative. We are awaiting a response form the customer. 

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20686829
  
  I am rejecting this response because:  I do not think they understand what I am saying.  ************ is not billing me for American Power and Gas charges.  American Power and Gas is.  We are on target with ************.  I need a refund from American Power and Gas.
  
  Sincerely,
  
  **************************************

  

  Business Response

  Date: 12/06/2023

  ************************,

  Please read the email communication sent to you on 10/11/23. If you need further explanation you may contact ************** and ask for ********************** 

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20686829
  
  I am rejecting this response because:  You guys need to check with ************************ because they are still billing us for YOUR charges (see attached).  This is the most recent bill, which has been paid (only the Ohio ******************* part has been paid).  The rest of this bill belongs to you and they are telling us they can't remove it unless you remove it.  Please take notice of the charges on the right-hand side of the bill showing charges from American Power and Gas in the amount of ****** plus an adjustment of 120.52.
  
  Sincerely,
  
  **************************************

  

  Business Response

  Date: 12/20/2023

  We have previously furnished evidence of the enrollment to the consumer through email correspondence dated 10/4/23. The consumer is advised to refer to the email communication sent on 10/11/23 for further details. In case additional clarification is required, please feel free to contact us at ************** and ask for *********************.

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 20686829
  
  I am rejecting this response because:

  American Power and Gas has to remove their charges from ************ per ************.  American Power and Gas has to give permission for it to be removed.  ************ is not charging me for charges I did not authorize, American Power and Gas is.

  I have reached out to *********************  Waiting for a return call.

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

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 20686829
  
  I am rejecting this response because: American Power and Gas has to remove their charges from ************ per ************.  American Power and Gas has to give permission for it to be removed.  ************ is not charging me for charges I did not authorize, American Power and Gas is.
  
  I have reached out to *********************  Waiting for a return call.
  
  
  Sincerely,
  
  **************************************

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 20686829
  
  I am rejecting this response because: American Power and Gas has to remove their charges from ************ per ************.  American Power and Gas has to give permission for it to be removed.  ************ is not charging me for charges I did not authorize, American Power and Gas is.
  
  I have reached out to *********************  Waiting for a return call.
  
  
  Sincerely,
  
  **************************************

  Customer Answer

  Date: 01/26/2024

   
  Better Business Bureau:
  

  This has been resolved.

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

• Initial Complaint

  Date:10/03/2023

  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.

  I was wondering why my utility bill for electric was so high. I have it on autopay so I dont regularly review my bill. My last bill was $325.00 this had me concerned that my meater was broken. So I called Duquesne light who let me know I switched energy providers. I have never approved this switch they gave me the number to call American Power. When I called they informed me that they talked to my significant other and he made the switch for a **** that is in my name. My significant other told me he never approved this transaction he told them that he would need to talk to me. They informed him they would mail some information if we wanted to review it. Then he hung up. Im at a loss for words I dont understand how my significant other who as far as they are aware has no relation to me could even ***** this change to begin with. How do they collect this information to even call him to solicit this scam. This rate they are charging is double the market rate. I have called and they claim that I will be contacted in 72 business day hours.

  

  Business Response

  Date: 10/09/2023

  We launched a full investigation into this matter and were unable to substantiate the context of this complaint. Our records show ************************************ enrolled with AP&G and stated he was authorized to do so. He enrolled the gas and electric account for his home. *********************** contacted our customer service department on 10/3/23 and we provided a copy of the third party recorded verification completed by *** via email to ************************ We then received this complaint. We have yet to connect with ***** to provide a full resolution. We have left several messages for a return call. 
  
  We have placed both phone numbers ************** and ************** on our Do Not Call list. If the customer has more numbers to add to our Do Not Call list, they may email the numbers to **************************
  

• Initial Complaint

  Date:08/17/2023

  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.

  Company called relating to electric utility supply change and despite being told the owner of the company and the office manager were not available, opted to continue asking general questions about the business and used this as approval to submit with PECO to transfer service. We only found out about it days later after receiving a response from our actual supplier of cancellation of contract due to a transfer of service request from American Power and Gas.No permission or approval was given, there was no notification via email (because they had the wrong email address) & no phone call.Upon being called and questioned of this, they did not even have the name of the owner of the company in their system for being authorized to even make this decision.

  

  Business Response

  Date: 08/19/2023

  Dear *** or Madam,
  
  We launched a full investigation into this matter and were unable to substantiate the context of this complaint. Our records show ***************************** enrolled with AP&G and stated she was authorized to do so. ************** contacted our customer service department on 8/17/23 and we provided a copy of the third party recorded verification completed by **** via email to ***************************
  
  We have placed their phone number ************** on our Do Not Call list and their account was cancelled with no penalties or fees. If the customer has more numbers to add to our Do Not Call list, they may email the numbers to *************************. 

• Initial Complaint

  Date:06/12/2023

  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.

  They slammed my electric bill. They took over my electric without ever getting my approval. I live alone so there is no chance anyone else authorized this. I just thought the higher bills were due to inflation. I found out that national grid was not my supplier because I fell behind a few months and ******* told me I owed them and my supplier. I had national grid for years and years. I ****** at national grid because their bill makes no mention of someone else being my supplier. This month my electric bill is $157 and ******* told me that it would have been $88. I demand I get refunded the over charges or I will *** them. Maybe find a class action law firm just like the American Airlines class action suit. Crooks!!!

  

  Business Response

  Date: 06/12/2023

  We reached out to **** and discussed the enrollment with AP&************ was satisfied with our call and would like to withdraw his complaint. 

• Initial Complaint

  Date:05/31/2023

  Type:Billing 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 signed on with American Power and Gas. They overcharged me and I CANCELLED my subscription. I have since been charged for TWO MONTHS, after cancellation, for TWO of my properties. Can you help please?

  

  Business Response

  Date: 06/01/2023

  We reached out to ****** and discussed with her the
  cancellation end dates are determined by her local utility company, not AP&G. ****** was
  satisfied with our resolution and wishes to withdraw this complaint

  Customer Answer

  Date: 06/01/2023

   Yes, I will withdraw the complaint. ******* was very helpful and agreed to issue a refund in the amount of $900 and change.

  
  

  Thank you for assisting with this. You both were excellent and I appreciate you taking the time!

  
  

  Best Always,

  
  

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

• Initial Complaint

  Date:05/19/2023

  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 will make you promises to the hilt just to get your business. They say "Competitive" rates. But they won't quote you exactly what that rate will be. LOOK OUT! So I declined their offer and told him to put me on the "Do Not Call List". Then he hung up on me. If it was a reputable company he would have said I'm sorry to hear that. Thank you for the opportunity. So everybody please do your homework BEFORE you let any of these companies bully you into their services.

  

  Business Response

  Date: 05/24/2023

  Dear *** or *****,
  Thank you for alerting us about this case. Upon receipt we investigated and found this consumers phone number was already placed on our Do Not Call list. We have reached out to the consumer to further discuss this case but have been unable to connect. If the customer has any additional phone numbers to add, we will gladly add them as well. If the consumer provides further information, we will alert the Bureau promptly.
  Best Regards,

• Initial Complaint

  Date:04/24/2023

  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.

  Representative called my landline, I told her I was not interested and hung up. She called me back within 5 seconds, I told her I wasn't interested AGAIN and she told me you haven't listened to what I have to say. By this time I was pretty annoyed and let her ramble on, she was extremely pushy and she accused me of yelling at her (I think I may have) I hung up on her again and she didn't call back. Phone number this came from: ************.

  

  Business Response

  Date: 04/26/2023

  Dear *** or *****,
  Thank you for alerting us about this case.We placed the consumers phone number on our Do Not Call list. We have reached out to the consumer via email to further discuss this case. If the customer has any additional phone numbers to add, we will gladly add them as well. If the consumer provides further information, we will alert the Bureau promptly.
  Best Regards,

• Initial Complaint

  Date:04/24/2023

  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.

  They switched my electric supplier to them and I did not authorize (they slammed me). I had recently switched from them several months prior and was happy with the new supplier and it was half the price. They slammed me while I was on vacation now Ive been on hold with utilities wasting my time, missing my grandsons ball game cause of it.

  

  Business Response

  Date: 04/25/2023

  We investigated and this customer has been with AP&G since 2015, his accounts were not slammed. Mr. ************************* recently re-enrolled one of his other accounts on 4/6/23. We reached out and spoke with ****************** on 4/24/23. He stated he did not file this complaint, his son ******* did. We asked ****************** for his sons contact information to clear up any confusion, as well as provide the recorded verification for the recent enrollment.****************** was not able to provide any contact information. We want to speak to ******* to provide resolution and as well to discuss the other remaining active accounts. We have not been able to make contact with Mr. ******** son.At this time, we can go no further with this complaint, however, if we do connect, we will send an update promptly.

• Initial Complaint

  Date:04/07/2023

  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.

  Excessive calling and use of scam tactics trying to obtain information about our utilities. They've been told several times we aren't interested and not to call back. They continue to harass our organization and waste our time.

  

  Business Response

  Date: 04/10/2023

  Dear *** or Madam,
  
  We launched a full investigation into this matter and were unable to substantiate the context of this complaint. The representative was clear about her call and remained professional and polite. We found this customer asked the representative at the end of the call to be placed on our do not call list while she researched. The representative acknowledged the customer very politely and did fulfill her request by properly placing her phone on our DNC.  
  
  We reached out to the customer to ask if it was possible she spoke with another agent and had this experience. We really do not tolerate what the customer was describing and are eager to learn if there is someone else we should be investigating.
  
  The customer had no further data to provide. At this time,we consider this case handled on our end.  

  Customer Answer

  Date: 04/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: the entity has investigated itself and found no wrongdoing. SHOCKING.
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 04/10/2023

  I am displeased with the response from the offending business but the calls have stopped. 

• Initial Complaint

  Date:03/21/2023

  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.

  *** has called my business 4 times between 3/13/23 and 3/21/23 insisting that I get my utility bill so that they can give me the discount I am due. I told them I was not interested and hung up. They immediately called back. On the last call I asked them to remove my number from their call list. The man told me they would keep calling me until I signed up and refused to remove my number. I hung up and he again immediately called back.

  

  Business Response

  Date: 03/21/2023

  Dear *** or *****,
  Thank you for alerting us about this case.We placed the consumers phone number on our Do Not Call list. We have reached out to the consumer via email to further discuss this case. If the customer has any additional phone numbers to add, we will gladly add them as well. If the consumer provides further information, we will alert the Bureau promptly.
  Best Regards,