Complaints

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:02/16/2023

  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.

  In October this company called me to get me a better electric rate. Allegedly in their recording they state that their rate is variable. After their intro rate they tripled my rate from .07 to .22. Their only resolution to this is to continue to repeat their policy and that I agreed to apparently. They somehow couldnt play their recording loud enough though and I never received it in my email like they said they would send. Incredibly poor customer service with no assisting in a resolution.

  

  Business Response

  Date: 02/22/2023

  Good Morning, 
  
  ***********************************, Manager at ***************** (a commercial account), authorized the switch of their electric supply service on 10/28/2022 via third party verification. During the enrollment, the customer agreed to a price of ******** / ******** tax excluded per kWh for a 1-month variable rate term, then a variable market rate for any service periods thereafter. The person who authorized the switch stated that they were the person authorized to make changes to the account. The *** repeats "Eligo Energy" as the name of the supplier several times. After providing this information, the *** asks the customer to "please say yes to confirm". The *** is attached for your convenience. We do not believe the *** misrepresents the enrollment process, the products offered, or Eligo Energy specifically.
  
  In addition, Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 10/29/2022. The Welcome Packet is also attached for your convenience.
  
  The customer willingly enrolled in a variable rate product. The variable rate is specifically addressed as a "market variable rate" in the *** and Terms and Conditions Agreement. A market variable rate *** change monthly without limit and *** be based on market and wholesale factors, weather, and pricing strategies.
  
  On 02/16/2023, the customer called ********************** requesting cancellation and our customer service promptly submitted a drop request to ******* The cancellation was processed immediately, and we received a service end date of 02/16/2023 from *******
  
  While we empathize with the customer, no refund will be provided since the switch authorization was valid and the energy was purchased by Eligo and consumed by the customer.
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19419017
  
  I am rejecting this response because:
  
  I still have yet to see the *** in any form. Unless I missed it on their response and if so, please let me know. 
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 03/01/2023

  Good Morning, 
  
  Eligo Energy attached the *** as part of our initial response to the BBB on 02/22/2023. Please note that we are attaching the *** again for your convenience.
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19419017
  
  I am rejecting this response because:

  there is still no *** attached 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:02/06/2023

  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.

  Eligo Energy engaged in predatory marketing practices. They charged customers 260% more than the going market rate when they marketed themselves as an economical alternative.I would like a refund for what they have overcharged me since June 2022.

  

  Business Response

  Date: 02/14/2023

  Good Evening/Morning, 
  
  ***** De ********* electric supply service was switched to Eligo Energy on 03/15/2021 through PECO Standard Offer Program ("SOP"). The customer's account was placed on a ******** fixed rate of $0.05828 / $0.05484 tax excluded per kWh, then a market variable rate for any service periods thereafter. The account was referred to us by PECO through its SOP. Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer. Additionally, "**********************" is referenced as the name of the supplier several times throughout the Welcome Packet. The Welcome Packet is attached for your convenience.
  
  The customer's account received the ******** per kWh rate from 03/22/2021 to 06/02/2022.
  
  Eligo Energy automatically mails the customer an initial notice via postcard ***** days prior to the expiration date and an options notice via postcard 30 days prior to the expiration date, regardless of whether the customer notifies us or not after receiving the initial notice postcard. Here, the customer's fixed rate was set to expire on 03/22/2022 and was mailed an initial notice postcard on 01/20/2022 and an options notice postcard on 02/07/2022. The initial and options notice postcards are attached for your convenience.
  
  On 02/06/2023, the customer called ********************** requesting cancellation and our customer service promptly submitted a drop request to PECO. The cancellation was processed immediately, and we received a service end date of 09/02/2023 from PECO.
  
  On 02/06/2023, the customer called ********************** regarding their bill. Our agent informed the customer their contract expired and created a service ticket for further review. On this same day, our **************** Lead spoke with the customer and the customer requested to cancel services. Our **************** Lead processed the cancellation request. The customer requested an adjustment in her account. Our Billing Team reviewed the customer's account and determined all charges are valid. As a customer service gesture, our Billing team agreed to a re-rate back to the customer's price-to-compare rate for the service period of 06/02/2022 - 02/02/2023. The customer will receive a refund in the amount of $1,701.34. The customer was contacted on 02/07/2023 and informed of the refund. The customer agreed to the refund amount.
  
  The customer is scheduled to receive a courtesy refund in the amount of $1,701.34. The check is scheduled to be issued next Friday, as refund checks are generally issued in weekly batches every Friday morning. Please note, we issue these checks through our banking provider and the customer should expect delivery of the check within **** days from the date of issuance, with "Citibank N.A." as the sender on the external mailing envelope.
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

• Initial Complaint

  Date:01/31/2023

  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.

  According to Eligo, ****** entered a 1 year contract with them in January of 2021. ****** has been deceased since June of 2021. Eligo was notified of her passing and the contract was requested to be terminated as the account would be managed by the estate, where I, LueRae, is the trustee. Eligo failed to cancel the contract and continued to bill at higher and fluctuated rates from July 2022 through January 2023. I contacted them on 1/31/23 and discovered there was no cancellation. The representative claimed to have canceled the agreement but stated I needed to confirm with consumers energy. I am seeking damages in the form of a refund for $1799.11 which is approximately the amount this account was overbilled from 07/2022 to 01/2023. I will supply proof of death certificate, phone records and bills upon request.

  

  Business Response

  Date: 02/13/2023

  Good Morning, 
  
  *********************** authorized the switch of their natural gas supply service on 04/17/2020 via third party verification. During the enrollment, the customer agreed to a price of ******** per Mcf for a 6-month fixed rate term with an early termination fee of $10.00 for each month remaining in the contract, then a market variable rate for any service periods thereafter.
  
  In addition, Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 04/18/2020. I've also attached the Welcome Packet for you to take a look at.
  
  Eligo Energy automatically mails the customer a fixed rate expiration notice via postcard 60 days prior to their expiration date, notifying the customer that their fixed agreement will expire and, absent renewal, the customer will pay variable prices, subject to change monthly without limit. Here, the customer's fixed rate was set to expire on 11/05/2020 and was mailed an expiration notice postcard on 09/05/2020. The expiration notice postcard is attached for your convenience.
  
  ************************* authorized the renewal of their natural gas supply service on 02/26/2021 via third party verification. During the enrollment, the customer agreed to a price of ******** per Mcf for a 6-month fixed rate term with an early termination fee of $10.00 for each month remaining in the contract, then a market variable rate for any service periods thereafter.
  
  In addition, Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 02/27/2021. I've also attached the Welcome Packet for you to take a look at.
  
  Eligo Energy automatically mails the customer a fixed rate expiration notice via postcard 60 days prior to their expiration date, notifying the customer that their fixed agreement will expire and, absent renewal, the customer will pay variable prices, subject to change monthly without limit. Here, the customer's fixed rate was set to expire on 03/23/2022 and was mailed an expiration notice postcard on 01/21/2022. The expiration notice postcard is attached for your convenience.
  
  On 02/01/2023, the customer called ********************** requesting cancellation. The cancellation was processed immediately, and we received a service end date of 02/01/2023 from Consumers Energy.
  
  With respect to the customer's allegations " ********************** failed to cancel the contract and continued to bill at higher and fluctuated rates from July 2022 through January 2023. I contacted them on 1/31/23 and discovered there was no cancellation". Upon reviewing the customer's account ********************** has no record of the customer/trustee calling to cancel their account prior to 02/01/2023. 
  
  While we empathize with the customer, no refund will be provided since the switch authorization was valid and the natural gas was purchased by Eligo and consumed by the customer.
  
  Please let us know if you have any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 18961400
  Days 
  I am rejecting this response because the 6 month agreement that was agreed to in February 26,2021. 6 months of service would have been set to expire no later than September of 2021, however Eligo states that they failed to mail any notification until 1/21/22, claiming the expiration date was now March 23, 2022. They did not provide the attachment of documentation as they stated they did in their response. Nor was it ever received. Instead the estate discovered in June of 2022 that Eligo was still billing and they provided notification of ******* death by sending the death certificate as documentation on July 8, 2022. That is attached for your review again. 
  At this point it is believed that the contract should have been void as of the date of ******* death as the actual gas account was changed to the responsibility of the estate at that time. The estate did not enter into a contract and has no obligation to honor it. 

  Sincerely,
  
  ****** & ***********************

  

  Business Response

  Date: 02/22/2023

  Good Morning, 
  
  Eligo Energy was not notified that ****** had passed away nor did we receive a drop request from the utility therefore the customer's account continued to flow.
  
  The TPVs, Welcome Letters, and Expirations Notices were provided in our initial response. In case you did not receive these items I have attached them for your convenience.
  
  While we empathize with the customer, no refund will be provided since the switch authorization was valid and the natural gas was purchased by Eligo and consumed by the customer.
  
  Please let us know if you have any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 18961400
  
  I am rejecting this response because Eligo did receive notification of the death and apparently chose to ignore it. They are deceiving the BBB with false information. They continued to bill, knowing that the account holder had passed and that her account had been transferred to the trusts responsibility. 
  
  Sincerely,
  
  Est of *********************** & ***********************

• Initial Complaint

  Date:01/27/2023

  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 recently received a winter monthly bill from my carrier, DTE. The bill was $543.19. I was shocked. I am 80 years old. I am enrolled in the Senior Winter Program so that my power won't be turned off. In looking at the bill, I noticed language stating I was participating in the Gas Customer Choice program with an *************** Supplier, Eligo Energy MI LLC. While DTE charges $0.507 per ccf of gas, Eligo charges more than 3 times that amount - $1.649 per ccf of gas. I immediately called Eligo and cancelled their program, but I was told it would take 1-2 months to get out of their billing. I pushed back and they said they could do it immediately. I then called DTE and they said it would take a couple months for the billing to get fixed. If I did sign up for Eligo Gas (which I do not recall), I would not have done it if I knew they were charging 3x+ the amounts charged by DTE. I would have only signed up if it would have saved me money because of my limited budget. I want to be reimbursed ALL of my overpayments. For the month of December 2022 alone, that amount is $401.30.

  

  Business Response

  Date: 02/03/2023

  Good Afternoon, 
  
  *********************************** authorized the switch of their natural gas supply service on 10/11/2021 via third party verification. During the enrollment, the customer agreed to a price of ******** per Ccf for a 1 month variable rate term, then a market variable rate for any service periods thereafter. The person who authorized the switch stated that they were the person authorized to make changes to the account. The *** repeats "Eligo Energy" as the name of the supplier several times. After providing this information, the *** asks the customer to "please say yes to confirm". The *** is attached for your convenience. We do not believe the *** misrepresents the enrollment process, the products offered, or Eligo Energy specifically.
  
  In addition, Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 10/12/2021. The Welcome Packet is also attached for your convenience.
  
  The customer willingly enrolled in a variable rate product. The variable rate is specifically addressed as a "market variable rate" in the *** and Terms and Conditions Agreement. A market variable rate *** change monthly without limit and *** be based on market and wholesale factors, weather, and pricing strategies.
  
  The customer's account received the ******** per Ccf rate from 11/30/2021 to 6/24/2022.
  
  On 01/26/2023 the customer called ********************** requesting cancellation and our customer service promptly submitted a drop request to DTE. The cancellation was processed immediately, and we received a service end date of 02/26/2023 from DTE.
  
  While we empathize with the customer, no refund will be provided since the switch authorization was valid and the natural gas was purchased by Eligo and consumed by the customer.
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

• Initial Complaint

  Date:01/11/2023

  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.

  This energy company promise to give you the lowest $/Kwh when signing up (1 month and after that variable), and they make you go on some website to check that their rate is ridiculously low. after that one month, your bill will go up by 2X or 3X of your normal bill. I caught this today and called to cancelled the service (Cancellation # P2166647). Please do yourself a favor and skip this headache and wasting your money and time. and the sign up person is already left the company and probably scamming more people at different energy delivery company.

  

  Business Response

  Date: 01/20/2023

  Good Afternoon, 
  
  *************** at Tri *** LLC authorized the switch of their electric supply service on 06/06/2022 via e-sign. During the enrollment, the customer agreed to a price of ******** per kWh for a 1-month variable rate term, then a market variable rate for any service periods thereafter. The person who authorized the switch stated that they were a person authorized to make changes to the account. The *** repeats "Eligo Energy" as the name of the supplier several times. After providing this information, the *** asks the customer to "please say yes to confirm". The *** is attached for your convenience. We do not believe the *** misrepresents the enrollment process, the products offered, or Eligo Energy specifically.
  
  In addition, Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 06/06/2022. The Welcome Packet is also attached for your convenience.
  
  The customer willingly enrolled in a variable rate product. The variable rate is specifically addressed as a "market variable rate" in the Terms and Conditions Agreement. A market variable rate *** change monthly without limit and *** be based on market and wholesale factors, weather, and pricing strategies.
  
  On 01/11/2023, the customer called ********************** requesting cancellation and our customer service promptly submitted a drop request to **************. The cancellation was processed immediately, and we received a service end date of 01/11/2023 from **************.
  
  While we empathize with the customer, no refund will be provided since the switch authorization was valid and the energy was purchased by Eligo and consumed by the customer.
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

• Initial Complaint

  Date:01/09/2023

  Type:Customer Service 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 chose Eligo Energy as my natural gas energy provider and canceled service with them on 11/28/22. Eligo failed to terminate service with the next bill cycle for 12/6/22-1/4/23, which is issued by DTE Energy. Eligo charged me rates 3-times higher than DTE, and rather than terminating service immediately they chose to bill me another month at their ridiculous rates. I gave adequate notice of 7+days and Eligo is blaming DTE and DTE is blaming Eligo for setting the cancelation date later than it should have been. I would never try picking an alternative gas supplier (especially Eligo) none of the companies play nice with each other and the customer is the one that gets taken advantage of. All I asked was the cancel a service in a reasonable time frame and that did not happen. The refund or bill adjustment I'm seeing is rather than paying $1.649 per CCF, I should have been charged $0.482 per CCF from DTE Energy, which is a difference of $227.57. That's right, I'm paying three times the amount with Eligo, but the issue is not the rate. Its me noticing the rate and canceling it and Eligo then Eligo not taking timely action. I am am charging them with poor business practices and intentionally lying and deceiving their customers.

  

  Business Response

  Date: 01/20/2023

  Good Morning,
  
  ********************* authorized the switch of their natural gas supply service on 03/16/2022 via third party verification. During the enrollment, the customer agreed to a price of ******** per Ccf for a 3 month fixed rate term with an early termination fee of $10.00 for each month remaining in the contract, then a market variable rate for any service periods thereafter. The person who authorized the switch stated that they were the person authorized to make changes to the account. The *** repeats "Eligo Energy" as the name of the supplier several times. After providing this information, the *** asks the customer to "please say yes to confirm". The *** is attached for your convenience. We do not believe the *** misrepresents the enrollment process, the products offered, or Eligo Energy specifically.
  
  In addition, Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 03/21/2022. The Welcome Packet is also attached for your convenience.
  
  Eligo Energy automatically mails the customer a notice via postcard 60 days prior to the expiration date, regardless of whether the customer notifies us or not after receiving the notice postcard. Here, the customer's fixed rate was set to expire on 08/05/2022. Upon a thorough review of the customer's account, it became known that the customer's expiration notice was not sent due to an inadvertent and isolated processing error. As a result, the customer continued to flow on a variable rate, that can change monthly without limit, upon their fixed rate term expiring as set forth in the terms of the service agreement
  
  On 11/29/2022, the customer called ********************** requesting cancellation and our customer service promptly submitted a drop request to DTE. The cancellation was processed immediately, and we received a service end date of 01/04/2023 from DTE.
  
  Eligo Energy re-rated the customer's account back to the utility's price to compare rate for the service periods of 08/04/2022 to 01/04/2023. The customer is scheduled to receive a refund in the amount of $697.65. Please note, we issue these refund checks through our banking provider and the customer should expect delivery of the check within **** days from the date of issuance, with "Citibank N.A." as the sender on the external mailing envelope.
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

  Customer Answer

  Date: 01/23/2023

   
  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.

  Thank you for resolving my issue, however, could you please inform your staff to improve its relationship with DTE, since there seems to be a processing understanding and miscommunications between the two companies, on who determines the cancelation dates which compounded this problem. When Eligo says, cancelation occurred immediately, it meant the request was made immediately, however, the actual change of suppliers and billing did not happen immediately. Both companies should work better together during the cancelation and return to original supplier timing. Please address this so it does not happen to other customers. I really thought this could have been handled amicably with staff, but it took this formal complaint to get it addressed. I hope staff is advised to be more helpful when resolving supplier change/timing billing disputes. Thank you for your time in addressing this matter. I will also close my complaint with the MPSC. 

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

• Initial Complaint

  Date:12/21/2022

  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.

  In April of 2022 Eligo Energy Contacted me about getting a guaranteed rate lock of $0.285 per ccf of natural gas for 1 year. Everything was fine until August of 2022 when the rate was increased without any notification or explanation. In December of ************************************************************** the price of approximately 600% for a rate of ***** per ccf of natural gas. The only number they list for the company connected me to customer service, which told me that they couldn't connect me to anyone but would leave a message for me to be called back in 48 hours. I told them to cancel my service and notify DTE Energy that they will be my supplier again. I also called DTE to see if they were notified which they said there was no notification and I advised them that I was switching back to them. I don't know if there was any illegal crime committed by Eligo for their bait and switch move, but there was a breach of contract and of faith in what they did. I am hoping they will make amends for their actions and correct this. I also plan on Contacting the Attorney General for the ***************** about Eligo Energy Services conduct and business practices.

  

  Business Response

  Date: 12/31/2022

  Good Morning, 
  
  ************************* authorized the switch of their natural gas supply service on 04/21/2022 via third party verification. During the enrollment, the customer agreed to a price of ******** per Ccf for a 1-month variable rate term, then a market variable rate for any service periods thereafter. The person who authorized the switch stated that they were the person authorized to make changes to the account. The *** repeats "Eligo Energy" as the name of the supplier several times. After providing this information, the *** asks the customer to "please say yes to confirm". The *** is attached for your convenience. We do not believe the *** misrepresents the enrollment process, the products offered, or Eligo Energy specifically.
  
  In addition, Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer. The Welcome Packet is also attached for your convenience.
  
  The customer's account received the ******** per Ccf rate from 06/14/20922 to 08/11/2022.
  
  The customer willingly enrolled in a variable-rate product. The variable rate is specifically addressed as a "market variable rate" in the *** and Terms and Conditions Agreement. A market variable rate *** change monthly without limit and *** be based on market and wholesale factors, weather, and pricing strategies.
  
  On 12/23/2022, the customer called ********************** requesting cancellation, and our customer service promptly submitted a drop request to DTE. The cancellation was processed immediately, and we received a service end date of 02/09/2022 from DTE.
  
  With respect to the customer's allegations of deceptive marketing, Eligo Energy supplies our third-party marketers with a sales script to utilize that clearly discloses all our terms and conditions. Our sales agents and third party marketers are trained to understand the importance of clearly disclosing all terms and conditions when enrolling us. We believe the customer *** have misunderstood the length of the contract. Regardless, we will reiterate the importance of following our sales script to our current third-party marketers and sales agents and will take any necessary corrective actions, if warranted.
  
  While we empathize with the customer, no refund will be provided since the switch authorization was valid and the energy was purchased by Eligo and consumed by the customer.
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

• Initial Complaint

  Date:12/19/2022

  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 was contracted with Eligo Energy as the supplier service for my ************************* at a rate of $0.1399/kWh. The contract was set to expire what I thought was early November, so in October I called to renew with them. They informed me that the contract will not expire until Dec 3, so to call them back late November (Eligo records all their calls, so there is a record of this in their system). A few days before Thanksgiving, I called and they informed me that they are no longer able to contract anyone in ************* so I would have to go with someone else (again Eligo records their calls so there is a record of this as well in their system). I did this and my new companys contract started on Dec 5th. Fast forward to the latest bill from National Grid for billing cycle 11/1 to 12/2. Eligo is not on the bill as the supplier and I am charged National Grids rate of $0.33891/kWh, which resulted in a $730.08 bill right before the holidays!!! I called National Grid and they said Eligo terminated the supply service rate on 11/1 and I was automatically enrolled in National Grids rate. I called Eligo and they said they are no longer able to service *************. I asked why didnt you tell me that in the prior 2 conversations I had with your company? They did not once tell me that they were terminating my service on 11/1. Not even when I talked to them before thanksgiving!!! I talked to the rep and then her supervisor and was told that they sent a letter in Sep saying the service would be terminated in ***** days and there is nothing they can do. I get all the mail for my household and pay all the bills and I can honestly say I did not receive any communication. This is not right. If they cant renew anymore thats fine, but at least stick with the original contract date.

  

  Business Response

  Date: 12/26/2022

  Good Morning, 
  
  ********************* authorized the switch of their electric supply service on 03/01/2019 via third party verification. During the enrollment, the customer agreed to a price of ******* per kWh for a 3-month fixed rate term with an early termination fee of $10.00 for each month remaining in the contract, then a market variable rate for any service periods thereafter. Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 03/02/2019.
  
  The customer's account received the fixed rate from 03/04/2019 to 08/02/2019.
  
  ********************* authorized the renewal of their electric supply service on 06/23/2020 via third party verification. During the enrollment, the customer agreed to a price of ******* per kWh for a 6-month fixed rate term with an early termination fee of $10.00 for each month remaining in the contract, then a market variable rate for any service periods thereafter. Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 06/24/2020.
  
  The customer's account received the fixed rate from 08/03/2020 to 01/04/2021.
  
  ******************* authorized the renewal of their electric supply service on 12/23/2020 via third party verification. During the enrollment, the customer agreed to a price of ******* per kWh for a 3-month fixed rate term with an early termination fee of $10.00 for each month remaining in the contract, then a market variable rate for any service periods thereafter. Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 12/24/2020.
  
  The customer's account received the fixed rate from 01/04/2021 to 04/05/2021.
  
  ******************* authorized the renewal of their electric supply service on 03/05/2021 via third party verification. During the enrollment, the customer agreed to a price of ******* per kWh for a 6-month fixed rate term with an early termination fee of $10.00 for each month remaining in the contract, then a market variable rate for any service periods thereafter. Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 03/06/2021.
  
  The customer's account received the fixed rate from 04/05/2021 to 10/01/2021.
  
  ******************* authorized the renewal of their electric supply service on 09/13/2021 via third party verification. During the enrollment, the customer agreed to a price of $0.087 per kWh for a 3-month fixed rate term with an early termination fee of $10.00 for each month remaining in the contract, then a market variable rate for any service periods thereafter. Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 09/14/2021.
  
  The customer's account received the fixed rate from 10/01/2021 to 12/31/2021.
  
  ******************* authorized the renewal of their electric supply service on 03/11/2022 via third party verification. During the enrollment, the customer agreed to a price of ******* per kWh for a 6-month fixed rate term with an early termination fee of $10.00 for each month remaining in the contract, then a market variable rate for any service periods thereafter. Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 03/12/2022.
  
  The customer's account received the fixed rate from 10/01/2021 to 12/31/2021.
  
  On 09/23/2022, Eligo Energy mailed the customer a postcard informing the customer that we recently entered into a Settlement Agreement with the Delegated Commissioner of the ************* ********** of **************** (**********). The Agreement calls for us to return to your electric utility those residential customers that have a supply rate that is above the utility's basic service. Additionally, the letter stated that within the next 30 to 90 days, Eligo Energy will terminate your electric supply service and transition it to your utility's basic service.
  
  On 10/21/2022, Eligo Energy submitted a cancellation request to National Grid and we received a service end date of 11/02/2022 from National Grid. The customers account is currently in dropped status with Eligo Energy.
  
  While we empathize with the customer, no adjustment will be provided since Eligo Energy entered a Settlement Agreement with the Delegated Commissioner of the ************* ********** of ****************. The customer may contact their utility for payment options.
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18612820
  
  I am rejecting this response because:

  As you can see from the history that Eligo Energy provided, I was a loyal customer to them.

  They can, and I do, confirm receiving ALL of the welcome packages every time I renewed services with them.

  What they can't confirm, is if I received the "post card" they sent (which I didn't) informing me that they were no longer able to provide service and that I would be transferred to National Gird's obscene rate of $0.33/kWH.

  They COULD have however, informed me in 1 of the 2 conversations I actually had with a representative from Eligo (live person) in late October or the week of Thanksgiving that the supply rate I was contracted with them for until DECEMBER 3rd was

  terminated as of 11/1/22.

  The late October conversation (recorded on Eligo's end) stated that my contract ended on 12/3/22 and that I should call back in late November to renew.  They said nothing about post card being mailed in September notifying me of the early termination of 

  the supply contract.

  The late November conversation (recorded on Eligo's end) stated that they could not renew and that I would have to go with someone else.  Again, nothing was said notifying me that the supply had in fact already ended as of 11/1/22.

  This was in my opinion, a purposely deceiving tactic on their end to withhold information from the customer and they need to credit my National Grid account the appropriate amount for the billing period of 11/1/22 - 12/1/22.

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

  

  Business Response

  Date: 01/07/2023

  Good Morning, 

  Eligo Energy automatically mails the customer a notice via postcard 30 days prior to the expiration date, regardless of whether the customer notifies ** or not after receiving the notice postcard.
  
  In addition, our internal system tracks the date, address, and other relevant information for all notices sent to customers. Attached, please see a screenshot of Eligo's internal details related to this customer's expiration notice. For your convenience, I have circled in red the date the notice was mailed out via **** First Class Mail.
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18612820
  
  I am rejecting this response because:

  
  

  Thank you for providing me the attachment showing the date in which your internal system is showing the post card being sent to me terminating the contracted supply rate.

  
  

  I am wondering though if you could explain to me why your system is giving 2 very different dates.

  
  

  In the original response you provided to this complaint I filed with the BBB, at the end of the long service history list provided by Eligo, you stated that a post card was sent on 9/23/22 notifying me of the termination.

  
  

  On 09/23/2022, Eligo Energy mailed the customer a postcard informing the customer that we recently entered into a Settlement Agreement with the Delegated Commissioner of the ************* ********** of **************** (**********). The Agreement calls for us to return to your electric utility those residential customers that have a supply rate that is above the utility's basic service. Additionally, the letter stated that within the next 30 to 90 days, Eligo Energy will terminate your electric supply service and transition it to your utility's basic service.

  
  

  In this latest response, however, you stated that your internal system keeps tracks of dates and times in which correspondence like this postcard was shipped.  According to this system, the postcard was sent on the date that you highlighted, which is 8/17/21

  
  

  

  
  

  You have no concrete data confirming when or if the postcard was even sent out.  Therefore, you terminated a contract before the end date with no notice to the consumer and I should be refunded the supply service amount from my National Grid bill from billing period 11/2 to 12/2.

  
  

  I look forward to receiving the refunded amount.

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

  

  Business Response

  Date: 01/25/2023

  Good Morning, 
  
  In our previous response, we accidentally attached information pertaining the customer's previous contract expiration notice which was sent in August 2022, and not the ************* Mass Exit letter which was sent out in September 2022 to all ************* customers. For the letter sent in September of 2022, Eligo Energy used Lob direct mail automation to send the letter. I am attaching a screenshot from Lob which shows the details of each event for the letter, a screenshot that shows what each event means, and the letter that was mailed via Lob.
  
  While we empathize with the customer, no refund will be provided.
  
  Please feel free to let us know if there are any additional questions or concerns. Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

• Initial Complaint

  Date:11/21/2022

  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.

  This company is a complete scam when it deals with cancellation. I noticed my bill has more than doubled over the past 3 months and that their rates are over double what consumer energy is charging. I called to cancel and they gave me the cancellation confirmation number P2112718 on 11/21/2022. I then called consumer energy to make sure they see it on their side and switch back to them. They informed me that its automatic for them but "for some reason eligo takes 1-3 billing cycles to actual cancel". This is ridiculous. The cancelation doesnt require them to come and do anything at the physical address, its online and can be seen by the other company its reverting back to, but yet they are going to hold on to my account and overcharge me for the next 1-3 months?!? Then when i tried to call eligo back , literally 10 minutes apart, now all of a sudden my phone call cant be completed at the same number i just spoke to them with. It is obvious they are blocking my number. This again is a scam. I have done a customer review as well on ******* Reading the reviews this seems to be a consistent problem with this company and their rating should be decreased. I would like to be contacted by this company and given a reason why in this electronic era that it takes 1-3 cycles for them to cancel the service?

  

  Business Response

  Date: 11/30/2022

  Good Evening, 
  
  The below information was also provided to a complaint that was submitted to the MI Commission, Case # ********. 
  
  *********************** authorized the switch of their natural gas service on 12/15/2021 via third party verification. During the enrollment, the customer agreed to a price of ******** per Mcf for a 1-month variable rate term, then a market variable rate for any service periods thereafter. The person who authorized the switch stated that they were the person authorized to make changes to the account. The *** repeats "Eligo Energy" as the name of the supplier several times. After providing this information, the *** asks the customer to "please say yes to confirm". The *** is attached for your convenience. We do not believe the *** misrepresents the enrollment process, the products offered, or Eligo Energy specifically.
  
  In addition, Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 12/16/2021. The Welcome Packet is also attached for your convenience.
  
  The customer's account received the variable rate from 01/09/2022 to 06/08/2022.
  
  The customer willingly enrolled in a variable rate product. The variable rate is addressed explicitly as a "market variable rate" in the *** and Terms and Conditions Agreement. A market variable rate *** change monthly without limit based on market and wholesale factors, weather, and pricing strategies.
  
  Eligo Energy has no record of the customer calling to re-enroll on another contract or to cancel his account after his contracted term expired.
  
  On 11/21/2022, the customer called ********************** requesting cancellation and our customer service promptly submitted a drop request to Consumers Energy. The cancellation was processed immediately, and we received a service end date of 11/01/2022 from Consumers Energy.
  
  While we empathize with the customer, no refund will be provided since the switch authorization was valid and the energy was purchased by Eligo and consumed by the customer.
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

• Initial Complaint

  Date:11/19/2022

  Type:Delivery 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 been trying to contact this business for three days. Their phone is not operational. They do not have a way to contact them via a website or email.. I have no way to get a hold of them to change my gas supplier back to my old supplier because you cannot get through to them on their phone. The gas company I want to switch back to says I must contact this company in order to make a change. If I cannot get a hold of the current company via phone or any other way, it makes it impossible for me to cancel my coverage with this company. Their website gives their phone number. I have tried that since Thursday, November 17 several times a day also on Friday the 18th and today Saturday the 19th. The recording says were sorry we cannot complete your call as dialed. Its almost like this number has been disconnected or is just out of service.

  

  Business Response

  Date: 11/29/2022

  Good Morning, 
  
  *********************** authorized the switch of their natural gas supply service on 10/06/2021 via third-party verification. During the enrollment, the customer agreed to a price of ******** per Ccf for a 1-month variable rate term, then a market variable rate for any service periods thereafter. The person who authorized the switch stated that they were a person authorized to make changes to the account. The *** repeats "Eligo Energy" as the name of the supplier several times. After providing this information, the *** asks the customer to "please say yes to confirm". The *** is attached for your convenience. We do not believe the *** misrepresents the enrollment process, the products offered, or Eligo Energy specifically.
  
  In addition, Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 10/07/2021. The Welcome Packet is also attached for your convenience.
  
  The customer willingly enrolled in a variable rate product. The variable rate is addressed explicitly as a "market variable rate" in the *** and Terms and Conditions Agreement. A market variable rate *** change monthly without limit based on market and wholesale factors, weather, and pricing strategies.
  
  On 11/23/2022, the customer called ********************** requesting cancellation, and our customer service promptly submitted a drop request to DTE. The cancellation was processed immediately, and we received a service end date of 12/19/2022 from DTE.
  
  With respect to the customer's allegations of "I have been trying to contact this business for three days. Their phone is not operational". We believe the customer *** be calling a different phone number. The customer *** contact our ********************** at ************** Monday to Friday from 8:30 am to 5:30 pm CST.
  
  While we empathize with the customer, no refund will be provided since the switch authorization was valid and the energy was purchased by Eligo and consumed by the customer.
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************