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:11/11/2022

  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 engaged in a variable rate contract with American Power and Gas with a cap stated 12cents /kw or less. On the Nov. 9 statement, when I changed companies, they billed me above the FIXED rate for NYSEG @******. This is part of the reason I sought another supplier, there would be huge spiked bills, then they would "rebate" and apologize. It is completely inappropriate to increase billing because a customer changed service to another supplier. In 3 months went from ****** to ******? and you advertise ***** for Green or **** for clean if someone switches.

  

  Business Response

  Date: 11/14/2022

  Dear Sir or Madam,
  
  We conducted a full investigation, and we were unable to substantiate the customers claims. The customers original enrollment was online through our website- she did not speak to an agent. The customer re-enrolled in 07/2021 for our variable rate offer that has no penalties or fees to cancel at any time. We did not have a capped rate offer and we did not find any agent stating the customer would have one. We reached out to the customer and discussed rates are not calculated based off cancellations. She found our call and resolution satisfactory. We have placed the customers number on our Do Not Call list as well.
  
  Sincerely,
  American Power and Gas 

• Initial Complaint

  Date:11/08/2022

  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.

  After my electric supplier no longer serviced my area i contactedseveral other providers and American Power and Gas sold me on a bunch of lies. They told me they did not have fixed rates but would soon and in the meanwhile they would be charging the same or less than the provider which they expressed was the lowest and lower than any fixed rate their was.I continued while with them to seek fixed rates but could not find any but then realized my last few bills, despite using very little electricity were very high, around or a little below $200 a month.I called them to ask about it but they told me they were still honoring their promise and remaining tghe same as my provider (ORange and Rockland ) however Orange and Rockland was actually charging around 11 -14 cente per k h while American **** and gas has been charging me over 21 cents per kh. that is at least 1/3 higher than the provider was charging.This company is a complete scam.

  

  Business Response

  Date: 11/16/2022

  Dear Sir or Madam,
  
  We launched a full investigation into this matter. We were unable to substantiate the claims of a fixed rate not being offered as well as promising to remain the same or lower than the customers provider. We have reached out to the customer to gather more information to investigate further as well as provide resolution but have not been able to connect or receive a return call. We have placed this customers number on file on our Do Not Call list. If the consumer provides further information we will alert the Bureau promptly.
  

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18376028
  
  I am rejecting this response because: They record their calls, or so I was told by the representative. Certainly they should be able to substantiate or refute my assertions.

   

  I will instead however leave a review on the BBB website since that will help more people see what is going on with this company, so if the complaint needs to be retracted or closed to leave a review of them then thats acceptable to me,

   

  The most important things for me is to alert other consumers so as to avoid the costs I incurred which are without realizing it, over 30% higher than if I had not used any supplier. All due to their sale man pitches and lies.

   

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

• Initial Complaint

  Date:11/07/2022

  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.

  Ive received multiple phone calls from APG by very aggressive and dishonest sales reps. **** don't disclose that they are not my current gas provider, and pretend they its not a sales call. I've asked many times to be removed from the list and not to get more calls, they ignore my request and act as if its my obligation to speak with them.

  

  Business Response

  Date: 11/11/2022

  Dear *** or Madam,
  
  Thank you for alerting us about this case. We placed the consumers phone number on our Do Not Call list, however we were unable to locate any calls to the number listed in the case. We reached out to the consumer via e-mail to obtain the phone number in question and to further investigate. We have not been able to connect with the customer to date. We would like to add all phone numbers for this customer to our Do Not Call registry.  Please let us know what numbers we may add and so we may further investigate. Thank you again for taking the time to let us know of this and we hope to hear from the consumer soon.

• Initial Complaint

  Date:10/21/2022

  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 have received solicitation calls from this company and I never answer. They leave VMs saying to call back, but as I am not their customer or interested in becoming their customer, I generally do not call back. Today they called again twice, left another VM. I called back and asked to be removed from the calling list. The person told me there was no calling list and there had to be a reason they were calling. I told them I've never been their customer and do not want to be their customer, just please stop calling. The person then told me I must have not completed something with PECO/PGW, so I responded that I would take it up with them. The person laughed softly and told me the utility companies use open market so I'll be paying a higher rate... hearing this confirmed everything I needed to know about the nature of this call. They then asked me if I recently moved, which I haven't, and I responded again, "I don't want to be your customer. Stop calling me" then hung up. Scams and have been happening a lot with PECO/PGW lately, and I believe this to be another one. If they are in fact a legitimate company, their marketing tactics are deceptive, misleading and a nuisance.

  

  Business Response

  Date: 10/26/2022

  Hello,thank you for alerting us about this complaint. We were unable to make contact with this customer by phone or email (none provided). Please know, any sales agents not following customers requests to be added to our Do Not Call List or being unprofessional will be dealt with and handled by our personnel division.We have added this customers number provided on the complaint **************,to our Do Not Call list to ensure none of our vendors reach out for current or future campaigns. If the customer should have any additional phone numbers,please provide them and we will add those, as well.  

• Initial Complaint

  Date:08/31/2022

  Type:Sales and Advertising 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.

  Our business has received numerous calls from this company. We continue to explain that our owner is the sole decision maker, does not work in the office, and does not allow their outside number to be given to solicitors (energy providers expressly). They immediately call back to try to reach someone else, up to four times in ten minutes. The last call included the exact phrase "you have to give us a phone number for these calls to stop" while they would not provide a number or contact at their company to discuss a cease to these calls.

  

  Business Response

  Date: 09/08/2022

  Dear *** or *****,
  Thank for alerting us about this case. We have reached out to the consumer via email to further discuss this case, but unfortunately, we have not been able to connect. We placed the consumers phone number on our Do Not Call list. 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.

  Customer Answer

  Date: 09/08/2022

   
  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:08/30/2022

  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 has been calling me for years from various phone numbers, and each time I have asked -- and then begged -- then to remove me from their call list. Most recently they called me from ************. They are very aggressive marketers attempting to get me to switch my electric service to them. They say they can offer me savings, but they can't go into detail on the nature of these savings until I tell them info from my bill. I don't trust them, and really don't want to waste my time talking to them anymore.

  

  Business Response

  Date: 09/08/2022

  Dear Sir or Madam,

  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.

• Initial Complaint

  Date:08/24/2022

  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.

  I received a call from American Power and Gas in regards to switching to them as our new generation supplier. I was under the impression that the information I was going to receive in the mail was just that, but a few days after receiving the requested information from American Power and Gas I received a notice of Service Delivery from American Electric and Power stating that we switched. I specifically ask the representative if a commitment to APG was made by responding yes when confirming our mailing address and I was told by the Sales Rep ****** Ph # ************************) did not want to hurt her reputation or APG's reputation and that's why we are on a recorded line. When I thought I was confirming our address and such, I even stopped the line of questions toward the end of our conversation confirming my contact information, and the line of questions stopped and I was told that I needed to just answer yes. I feel like she did a bait and switch and it's alarming that if this is the way they operate or generate sales then how many times has this company used this sales tactic used on individuals such as elderly people been misled? We operate and make changes by thoroughly gathering and evaluating information and would not have agreed to their services without doing such. I believe this is an unethical practice just to receive positive sales. I have been employed at the **** since 2017 and APG has called every year. This is the 1st year I listen to their sales pitch and this happens. I also believe that a formal investigation needs to be made by the BBB to ensure that they are operating in an ethical manner.

  

  Business Response

  Date: 09/20/2022

  Thank you for alerting us. In August, when searching for the case, the message we received was the case was closed or removed and there was no option to respond. At times, we have received complaints for other energy supply companies who have names similar to our own, and believed the complaint was removed for this reason. AS requested, we have placed this consumer's phone numbers ************** and ************** on our Do Not Call list. If the consumer has any additional phone numbers to provide, we will gladly add them as well.

• Initial Complaint

  Date:08/15/2022

  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.

  I am being contacted by this company to settle a debt for 405.34 that has already been paid. I never personally agreed to accept their service to begin with, but I fulfilled the contract and paid to be released from service back to my normal electricity provider. I would like them to close the account marked paid in full and never be contacted again for any reason. They are rude and hostile.
  Please see the Line item Charges of my attached electricity statement I highlighted the final payment made.
  Thank you for your assitance
  

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/18) */
  Dear Sir or Madam,
  
  From the bill submitted it shows in the highlighted section, the customer was not charged and did not pay the amount. The utility dropped the invoice to AP&G to collect. We have reached out to the customer via phone and email, we have yet to speak with the customer. We want to provide clarification and resolution to Mr. *********. If we speak to the consumer, we will alert the Bureau promptly.
  
  
  Consumer Response /* (3000, 7, 2022/08/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We made the payment to aep as was usual, they are our power provider and handled all required subpayments. If needed we can provide previous statements that show this is where and how all payments were handled and paid. If aep did not pass this money along please see them for it. I made the payment and see no reason to argue this point with pushy and aggressive representatives lying about a payment the statement clearly shows was made.
  
  
  Business Response /* (4000, 9, 2022/08/22) */
  We have attempted to reach this customer multiple times and have also emailed him directly to assist him with his complaint but have received no response. As it stands, the invoice he sent clearly identifies a past due amount under line-item charges of $405 that was not paid. This also matches our records. While utility billing can sometimes be confusing for consumers, we are more than happy to review this with Mr. *********. We are also happy to review any other piece of confirmation showing this amount was paid should the customer wish to send it.

• Initial Complaint

  Date:08/03/2022

  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.

  Two or three times a month, I receive calls from this business. These are sales calls masquerading as customer service calls. The caller states that my business is a client of AP&G. I insist (correctly) that we are not. She will not accept this as an answer. She insists I provide her with information from my energy bill. I try to explain that if my business were a client of AP&G, they would have any needed information already. The caller is rude and demanding. Eventually, I asked her, "Look, as an employee of your company, your goal is to make a profit for your company, right?" "Yes," she says. "Even if you think I'm stupid and mistaken about my business, I can assure you that no matter how often you call and how you try to explain what you're doing my business is not interested in your service. It's all a waste of your time. This will not yield a profit for you." She hung up.
  
  What AP&G is doing may not be stricly illegal, but it is unethical and underhanded.

  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/11) */
  We launched an investigation into this matter and were unable to substantiate the context of this complaint. We have no call records to the number provided (XXX) XXX-XXXX and we reached out to the consumer to further investigate. The consumer provided additional numbers of (XXX )XXX-XXXX, (XXX) XXX-XXXX, and (XXX) XXX-XXXX, which we have placed on our Do Not Call list. We found the church was a previous customer of AP&G back in 2018. We reached out to the consumer to give him this information as well. We sincerely apologize for any inconvenience or aggravation any call may have caused this consumer. If the customer has any additional phone numbers to provide we will gladly place them on Do Not Call List as well and further investigate. If the consumer provides further information we will alert the Bureau promptly.

• Initial Complaint

  Date:08/01/2022

  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 women named Sara at ext **** calls multiple times a week and harasses our employees to give verbal confirmation to switch to us to buy third party electric. We have asked murmurous time for them not to call again and that we are not interested in their services. She has tried tricking our one employee to just "say yes" on the phone and she would stop calling. This is an absolute scam and at this point harassment.

  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/09) */
  We launched a full investigation into this matter and were unable to substantiate the context of this complaint with the number provided (XXX)XXX-XXXX. We reached out to the consumer to further investigate. We spoke the owner who provided these additional phones (XXX)XXX-XXXX, (XXX)XXX-XXXX, (XXX)XXX-XXXX, and (XXX)XXX-XXXX - no records exist. The owner advised he has more telephone numbers and to reach out to Ms. *****. We reached out to the Ms. ***** via e-mail to further investigate. Please note we have placed all telephones provided on our Do Not Call list. If the customer has any additional phone numbers to provide we will gladly place them on Do Not Call List as well and further investigate. If the consumer provides further information we will alert the Bureau promptly.