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:11/14/2022

  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 represent to my parents' who own 2 store due to language barrier. A sales rep from Eligo Energy came to the store who was rejected by my aunt who's first name was obtained. My aunt's name was used with a fake last name and fake signature to sign a document that states that we are going to use the Eligo Energy instead of Con ******* who wasn't informed of the change. I checked with both companies regarding the issue. Apparently, our account popped up for Eligo Energy which was quickly cancelled by me as it doesn't start until December. To my dismay, they couldn't explain how this came to be. On the other hand, ********** said they weren't informed of the change, Regardless, my parents are extremely frustrated by the fact that someone forged a signature and have our information somehow. It was to the point that they consulted a lawyer who said to file a complaint against them.

  

  Business Response

  Date: 11/19/2022

  Good Evening/Morning, 
  
  Eligo Energy is not able to find the customer with the information provided. Because of this Eligo Energy is wondering complainant provided his information instead of his parents (for whom he was filing the complaint). We ask that your office reach out to the customer to obtain the name on the account, along with the account number, address, and phone number so that we may assist the customer better.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************
  
  

• Initial Complaint

  Date:11/14/2022

  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 received a call from ******* representing herself as my electric company. She stated that she just needed to verify that I wanted to continue my current service electric supplier. She falsely stated that I was already using ELIGO as my supplier. I called my electric company after speaking with her. My electric company informed me that Eligo was not my current supplier. I immediately called back to cancel that transaction. I am 70 years old and live on a fixed income. I believe that this was a fraudulent scam against an elderly person. I would like the BBB to investigate this company. I want no further contact from this company. When I called this company back to cancel the transaction, I did let her know that I was filing a complaint with the BBB.

  

  Business Response

  Date: 11/18/2022

  Good Evening/Morning, 
  
  ******************* authorized the switch of their electric supply service on 07/25/2017 via third-party verification. During the enrollment, the customer agreed to a price of ******** / ******** tax excluded per kWh for a 3-month fixed rate term with a $4.93 monthly charge and 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 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 07/26/2017. The Welcome Packet is also attached for your convenience.
  
  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 11/26/2017 and was mailed an initial notice postcard on 09/27/2017 and an options notice postcard on 10/13/2017. The initial and options notice postcards are attached for your convenience.
  
  Eligo Energy received a cancellation request on 11/15/2017 from Penelec, with a service end date of 11/17/2017. The cancellation request was processed immediately.
  
  ******************* authorized the switch of their electric supply service on 11/14/2022 via third party verification. During the enrollment, the customer agreed to a price of ******** / ******** tax excluded 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. 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.
  
  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 that the agent is calling on behalf of Eligo Energy and in no way are they affiliated with the utility. However, we will investigate the customer's allegations further with the sales agent involved in this enrollment. Our sales agents and third party marketers are trained to understand the importance of representing themselves as an alternative supplier and do not represent themselves or Eligo Energy as their distribution utility. We believe the customer may have misunderstood the role an alternative supplier plays with respect to their utility. 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.
  
  The customer did not flow with ********************** and remains inactive with Eligo Energy.
  
  We have added the phone number ************ to our internal DNC list. We kindly ask the consumer to please allow for up to 30 days for it to take effect so our third-party marketers have time to process the update to the list. Note, the 30-day waiting period is permitted under federal telemarketing laws, see 47 C.F.R. 64.1200(d).
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

  Customer Answer

  Date: 11/22/2022

   
  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:11/04/2022

  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.

  We signed a contact for electric supply for our businesses in June 2021. There was a clerical error, and the contract includes an account that was closed in Oct 2020. Now, they are charging us for early termination on an account that DID NOT EXIST at the time of the contract. They never provided any service on this account. period. We explained the issue, and they refuse to waive the Early Termination Fee. In addition, we were unaware of the accumulated fee until WE CONTACTED THEM this month because we were not getting any charges from them through NYSEG, our utility company. We want the *** waived.

  

  Business Response

  Date: 11/09/2022

  Good Evening/Morning, 
  
  *********************** from Trip Hammer Liquors, (a commercial account), authorized the switch of their electric supply service on 02/26/2021 via e-sign for account numbers N01000006310817, N01000010364594, N01000020484630, N01000059349134, and N01000060692704. During the enrollment, the customer agreed to a price of ******** per kWh for a 36-month fixed-rate term with an early termination fee equal to the estimated remaining kWh in the agreement multiplied by $0.02/kWh, 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. We do not believe the enrollment process misrepresents 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 03/01/2021. The Welcome Packet is also attached for your convenience.
  
  For account numbers, N01000020484630, and N01000060692704 the flow with Eligo Energy started on 06/25/2021 and remains active.
  
  For account numbers, N01000006310817 and N01000010364594 the flow with Eligo Energy started on 07/01/2021 and remains active.
  
  For account number *************** the flow with ********************** started on 06/08/2021. Eligo Energy received a cancellation request on 07/22/2022 from NYSEG, with a service end date of 08/09/2021. The cancellation request was processed immediately. The account is currently in dropped status with Eligo Energy.
  
  Due to the premature termination, the customer was issued an early termination fee (***) invoice on their account. Note, the early termination fees were clearly and conspicuously disclosed in the terms of service agreement, which the customer had a chance to review prior to signing the Terms of Service Agreement, see IX. Events of Default (B)(3)(2) of the Terms of Service Agreement. Upon reviewing the account and *** invoice, we find that the *** invoice amount is valid and collectible.
  
  On 08/09/2022, Eligo Energy issued an early termination fee for account number ************** in the amount of $604.21. The *** Invoice is attached for your convenience.
  
  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:09/26/2022

  Type:Product 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've been an energy customer (both electric & gas) for a couple years. I noticed my August 2022 Duke Energy bill had started to go up and did not understand the reason. I contacted Eligo Energy to understand the situation. The agent I spoke with could not provide rates that were able to be compared to ***** **** cents per kWh. They kept referencing current rate was 19 and could go down to 9 if I renewed and they advised this was still higher that the price to compare at Duke so I declined especially since I could not compare to understand difference. They also told me gas service was no longer an option with Eligo so I would need to go back to Duke Energy. Then I received the even higher bill in September and reached out again for help after switching back to Duke. The team provided a check for the difference of price to compare and the really high rate to cover the difference which I was thankful for. My additional request was simply for Eligo to honor the price to compare rate (**** cents per kWh) until my service can be switched on 9/12 to Duke Energy since I have no control over this date and unable to switch sooner due to timing of the cycle. This caused me to be locked in at a higher rate with no other options and another bill over $600 for the month (typical bills would be between $175 - $300). It sounds like this request has been denied at this time which feels unethical and poor business management. I would have continued with Eligo service if the rates would have been better or maybe explained better with difference in price comparison. The company also never alerted me of this drastic increase as my bill stated my fixed rate price expired almost a year ago with no drastic changes in prices each month. I'm requesting Eligo to re-evaluate their decision for my last month of service and refund me back the difference between the price to compare and their elevated rate. I sent this request to the company on September 7th with no response.

  

  Business Response

  Date: 10/06/2022

  Good Afternoon/Morning, 
  
  This is in response to BBB Complaint Number ******** for ************************
  
  *********************** authorized the switch of their electric and natural gas supply service on 05/02/2021 via third-party verification. During the enrollment, the customer agreed to ******** per kWh and ******** per Ccf for a 3-month fixed rate term with an early termination fee of $10.00 for each month remaining in the contract for each respective account, 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. We do not believe the enrollment process misrepresents 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 05/03/2021. The Welcome Packet is also attached for your convenience.
  
  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.
  
  Here, the customer's fixed-rate contract started on 06/11/2021 and was set to expire on 09/11/2021. For the electric account, the customer received the agreed rate until 07/12/2022. Eligo timely notified the customer of their fixed rate contract expiration via bill message on their bill dated 7/16/2021 and 08/16/2021, which covered the service period of 06/11/2021 to 07/13/2021 and 07/13/2021 to 08/11/2021. For your convenience, I have attached a screenshot of the bill message that was displayed on their bill.
  
  Eligo Energy automatically mails the customer a natural gas expiration 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 09/11/2021.
  
  Eligo Energy has no record of the customer calling to re-enroll on another fixed-rate contract or to cancel his account after his contracted term expired.
  
  Upon reviewing the customer's natural gas account, ********************** found that we accidentally charged the customer $0.649 per Ccf (not the agreed rate of $0.29900 per Ccf) for Aug 11, 2021, to Sep 10, 2021 billing period. Due to the misbilling, Eligo Energy will re-rate the customer back to the agreed rate of ******** for the service period of Aug 11, 2021, to Sep 10, 2021. The re-rate resulted in a refund in the amount of $11.86 that will be sent as a check.
  
  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.
  
  Eligo Energy received a cancellation request on 08/2022 from Duke Energy, with a service end date of 09/12/2022 for both accounts. The cancellation requests were processed immediately. The customers accounts are currently in dropped status with Eligo Energy.
  
  While we empathize with the customer, no additional 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:09/20/2022

  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 an energy supplier company. They signed us up with a variable rate, and I fully expected that it would increase at some point to more of the market rate since all energy costs went ** in the area. However, this rate went up from 4 cents per kWH to 23 center per kWH. This far exceeds any other market rate and is obviously grossly out of line. With the size of my business having 26 accounts for apartment complex common areas, this is costing upwards of $20,000 for a rate that is completely out of line. I believe they used misleading tactics to get us to sign, and while we dont have a contract, we were charged this outrageous amount already. I do not believe this should be allowed- I was told that they would notify us in writing and over the phone before the rate increased and that did not occur. I believe they should adjust the back bills to at least the going market rate, which is roughly ***** cents per kWH. I am obviously switching as soon as humanly possible to a new supplier but it is a process and I will be stuck with this amount. This is not good business tactics- as they will lose customers very fast, and long term would not have good success. I have only gotten the first high bill, and I am sure many will be coming in over the next couple of weeks. I believe they should not be allowed to charge such an outrageous increase without any warning and this is deceptive and fraudulent activity on their part.

  

  Business Response

  Date: 10/03/2022

  Good Morning, 
  
  ************************* the Finance Director at Cimarron *****, (a commercial account) authorized the switch of their electric supply service on 06/14/2022 via third party verification for account numbers **********, **********, **********, **********, **********, **********, **********, **********, **********, **********, **********, **********, **********, **********, **********, **********, **********, **********, **********, **********, **********, **********, **********, **********, **********, **********, **********, and **********. During the enrollment, the customer agreed to a price of ******** per kWh for a 1 month fixed variable rate, 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 06/15/2022. The Welcome Packet is also attached for your convenience.
  
  For account numbers **********, **********, **********, **********, and ********** the customer received the fixed variable rate from 07/07/2022 to 09/07/2022.
  
  For account numbers **********, **********, and ********** the customer received the fixed variable rate from 07/22/2022 to 09/23/2022.
  
  For account numbers **********, **********, **********, **********, **********, **********, **********, **********, **********, **********, and ********** the customer received the fixed variable rate from 07/15/2022 to 08/17/2022.
  
  For account numbers **********, **********, and ********** the customer received the fixed variable rate from 07/13/2022 to 08/15/2022.
  
  For account numbers *********************2, and ********** the customer received the fixed variable rate from 07/12/2022 to 09/14/2022.
  
  For account numbers *********************3, **********, and ********** the customer received the fixed rate from 07/29/2022 to 08/31/2022.
  
  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.
  
  Eligo Energy has no record of the customer calling to re-enroll in a fixed rate contract or to cancel his account after his contracted term expired.
  
  Upon reviewing the customer's complaint, ********************** submitted a cancellation request for all accounts to DPL on 09/28/2022. We are awaiting utility confirmation.
  
  With respect to the customer's allegations of deceptive and fraudulent activity, Eligo Energy supplies our third-party marketers with a sales script that are intended to represent Eligo Energy and the products that we offer. In addition, our sales agents and third party marketers are trained to understand the importance of representing themselves as an alternative supplier and do not represent themselves or Eligo Energy as their distribution utility. However, we will investigate the customer's allegations further with the sales agent involved in this enrollment. 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:09/03/2022

  Type:Product 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.

  We had this company as an energy provider. Our electric bill tripled in one month. When we called to ask about our $900 electric bill they told us they sent us a post card telling us our rates were going up which we never got. Obviously we would have canceled if they told us they were tripling our bill. They offered to take $50 off so we immediately switched energy providers. They scammed us and got away with it. Please help

  

  Business Response

  Date: 09/11/2022

  Good Morning, 
  
  This is in response to BBB Complaint Number ******** for ****************************
  
  ********************************* authorized the switch of their electric supply service on 05/28/2019 via e-sign. During the enrollment, the customer agreed to a price of ******** / ******** tax excluded per kwh for a 36 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 a person authorized to make changes to the account. We do not believe the enrollment process misrepresents 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 05/28/2019. The Welcome Packet is also attached for your convenience.
  
  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.
  
  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 06/18/2022 and was mailed an initial notice postcard on 04/18/2022 and an options notice postcard on 05/03/2022. The initial and options notice postcards are attached for your convenience.
  
  Eligo Energy received a cancellation request on 08/24/2022 from PECO, with a service end date of 08/29/2022. The cancellation request was processed immediately. The customers account is currently in dropped status with Eligo Energy.
  
  On 08/23/2022, the customer called ********************** requesting an adjustment to their latest bill. Our ******** Service Agent created a service ticket for further review. On this same day, our Billing Team reviewed the customer's account and offered the customer $50.00 as a customer service gesture. The customer was contacted and informed that they will receive a $50.00 refund check the customer was not satisfied with the outcome.
  
  ********************************* was issued a check in the amount of $50.00 on 09/01/2022 and sent to *************************************************. Note, that 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.
  
  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
  ************