Business Profile

Energy Service Company

IGS Energy

Headquarters

Complaints

This profile includes complaints for IGS Energy's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

239 total complaints in the last 3 years.
83 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/01/2024
Type:Customer Service 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.
IGS is sending out door to door solicitors to steal you away from your current energy provider under the guise of working with them. They will not explain what you are doing and what is going on and will only mention ‘you will be saving some money’. They fail to mention a binding contract that will be put in place with termination fees if canceled.

They are using a scummy practice to gain business. I do not recommend them.

Also if you realize it was a trick within 3 business days there is a federal mandate that allows your to cancel your services and hopefully return to your other, more reliable, provider.
Business Response
Date: 02/01/2024
Thank you for your feedback.
IGS shows the account is terminated and returned to DUKE.
The account will not bill with IGS.
Initial Complaint
Date:01/10/2024
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.
1) They are recording phone calls without providing disclosures that they are recording - I want all my calls with them deleted
2) I called IGS almost 2 weeks ago b/c my roof is leaking. For almost 2 weeks now I have not received any time/date when/or a call back from their service provider to come and check out the roof. They say that you can have your own repair person come out to look at the issue - but it cannot be repaired until the solar company certifies that it is/isn't associated with the solar installation. Since it's been almost 2 weeks and they can't even give me a call back or time they will come out, this leaves me in an untenable predicament. If I have someone repair it, but it was associated with the solar, they won't pay unless it's their contractor. This means I can't fix the roof until they come out and look at it - unless I want to be out potentially 1000's of dollars. There is a major storm coming today and I'm basically screwed. I believe that this company is fraudulent. They get vulnerable home owners into contracts, and then completely fail to service them in an even remotely appropriate time period.
Business Response
Date: 01/22/2024
IGS Solar has sent a technician
to the customers home to address the roofing concerns, and is reaching out to the
customer to further resolve the issue. Per her request, calls have been deleted.
Putting customers first is one of our core values at IGS Energy, so we’re
committed to finding a satisfactory resolution for everyone.

Thank you,

IGS Solar Support
Customer Answer
Date: 01/23/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

****** ***
Initial Complaint
Date:01/02/2024
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.
we had a brand-new roof put on in 2017. in 2020 we looked into getting solar from IGS. they did come out and inspect the roof and we were told that the roof was new and strong enough to put on the solar panels. since we put the solar on. whenever there is a lot of rain the roof leaks. now we had this inspected by a professional (insurance company) and they blame the panels and the material used for it not to leak. the material is only for temporary use. we fixed whatever we could as to not touch the solar equipment for it would void the warranty now the roof is leaking again and this time it's coming from underneath the solar panels. we can't touch this because we do not want to void the warranty. also, the part that we could fix has been fixed 4 times, but they had one of their men come out to inspect the roof and they are trying to say we moved a pipe which we did not (contractor is my brother and he know better.) so they are trying to void the warranty. now everyone can see we went around the pipe, but they are trying to blame us for the problem. they will not take any responsibility for the damage. now we have made an insurance claim, so a professional has come out to look at the damage and it is clearly coming from the solar panels. now IGS won't even answer the phone for us anymore. and since when do people get charged extra money every month just because we create too much energy. this company is so backwards we don't know what to do anymore. so, we are leaving this complaint with you, and we will be hiring a lawyer to take this company to court. thank you for your time. if someone can call us to see what we can do about this. your expertise will be very much appreciated.
thank you for your time.
Business Response
Date: 01/03/2024
IGS Solar has been in contact with the customer,
and we are working with everyone involved to help resolve this situation.
Putting customers first is one of our core values at IGS Energy, so we’re
committed to finding a satisfactory resolution for everyone.
Customer Answer
Date: 01/03/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21083535

I am rejecting this response because: They only reached out wanting pictures and the letter from the insurance company, we havent resolved this yet.

Regards,

***** *************
Business Response
Date: 02/07/2024
IGS Solar has been in contact
with the customer today, and we are working with everyone involved to help
resolve this situation.
Customer Answer
Date: 02/08/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

***** *************
Initial Complaint
Date:12/25/2023
Type:Customer Service 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 an email stating my energy supplier had changed to IGS. I was very confused as I haven't spoken with anyone about changing my energy supplier. IGS has been coming by my house and calling me constantly. I never answer my door anymore to strangers and when I've answered when they call I tell them I don't have time to talk with them. It's quite annoying how often they call me and come by. I'm not interested in changing to them. I wasn't happy with them when I originally had them years ago. They feel very scammy and pushy. I called ComEd and asked if my supplier changed, as I was wondering if the email was legit. They said my supplier was still comed. So I thought I was good and the email I recieved must have been fake until I got my bill in the mail yesterday. My supplier is no longer comed it is IGS. I never agreed to this change! If they spoke to someone it was not me. Now my bill is double what it should have been. I want to know how they approved this change without my permission and I want it reversed back to ComEd.
Business Response
Date: 01/02/2024
Good Morning,

IGS spoke with the customer and was able to resolve the concern.
Initial Complaint
Date:12/11/2023
Type:Customer Service 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.
My issue is with 2 companies, partners for solar sales & installation and supplying solar energy, Momentum Solar and IGS Energy. I have already filed another complaint for Momentum Solar. Momentum Solar provided the sale and panel installation, I called them 10/26/2023, spoke to *********** explaining I have leaks in my roof and need to know the process to have my roof replaced. I was told I’d hear back within 7-10 business days. After no return phone call from Momentum, I called back on 11/8, was sent to voice mail. Still no call back, I called again on 11/20/2023 and spoke to a woman who said someone will call me in 2-3 business days. On 11/20/2023 I received a call from ***********, said he understands I am looking to have my panels removed and replaced after I get a roof replaced. I will be charged of $5,860 to remove and replace the solar panels. I didn’t understand this $5,860 fee and I reminded him our 10/26/2023 call was to have my roof replaced and *********** told me I need to meet with roofing. I met with Ray from roofing on 11/23, who provided me a quote to replace the roof along with the $5,860 charge to remove and replace them. When I questioned this fee I was told to contact IGS Solar since that is who my contract is with. I contacted IGS Energy on 11/27/2023 and asked about this fee and I was told that I need to speak to Momentum. I explained that the fee is not disclosed in my contract. IGS said the only way the fee wouldn't be charged to me is if it is found that my roof leaks are due to the solar panels and or racking system. I was told I will need someone from Momentum to come and inspect my roof. The lady from IGS said she was putting in a request to Momentum to get me priority outreach because my roof is leaking to be contacted ASAP. It is now 12/11/2023 and I have not received any calls or emails to have our roof inspected. I am at the mercy of these two companies for attention to my leaking roof or else I am subject to breaking my contract.
Business Response
Date: 12/21/2023
IGS has confirmed that Momentum Solar has offered to perform
the removal and replacement at no charge to the customer. It is our
understanding that the customer is not willing to work with Momentum Solar
currently. If the customer would like to contact us at ******************** , we can help
facilitate the conversation if needed.

Thank you,

IGS Solar Support
Customer Answer
Date: 12/27/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 20991426

I am rejecting this response because: It has taken from my first request on 10/26/2023 until 12/13/2023 to get any reply from you or Momentum Solar even after I shared that my roof is leaking and I submitted a formal complaint to the BBB for both companies. Once I submitted the complaint, than I get called and offered assistance. From 10/16/2023 until I spoke with Momentum Sales on 11/23, nothing happened. After I found out about the panel removal and replacement fees, I called IGS who my contract is with and I was told they would have some one from Momentum contact me to schedule an inspection of my roof. No one called and no one came. So yes I do reject this resolutions but it isn't a resolution. Neither IGS or Momentum can be trusted to do what they say they will do but yet I have to honor a contract to keep these panels on my roof and you have my back against the wall since if I remove the panels I am violating my contract, yet IGS and Momentum aren't held to any action for their neglect. Your company and Momentum can't be trusted .
My request in my letter stands. Remove the panels, pay for a new roof with a roofer of my choice and dissolve my contract, immediately.
If we can't reach an agreement, I will involve my attorney where we will seek further damages to be covered, including testing for black mold, replacement of my ceilings, to include the insulation and painting. My daughter is asthmatic and the longer this goes on the more at risk she is and we all are for the ceiling falling in and the black mold that I'm sure it now present. My hands are tied and you're companies have forced this because I can't take any action to get my roof repaired with out the proper removal of the panels.

Regards,

****** *******
Business Response
Date: 02/13/2024
IGS
Solar has been in contact with the customer's legal representative, and we are
working with everyone involved to help resolve this situation. Putting
customers first is one of our core values at IGS Energy, so we’re committed to
finding a satisfactory resolution for everyone.
Customer Answer
Date: 02/14/2024
Both IGS Solar and us have our lawyers engaged. I'm assuming there is nothing more the BBB can do to assist since we had to get our attorney involved.
Thank you,
****** *******
Initial Complaint
Date:12/08/2023
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.
A man representing IGS Energy came to our door and indicated that we had been dropped from the current energy aggregate plan with Duke Energy. He misrepresented that IGS was the new approved aggregate plan for West Chester Township, so we signed up for the IGS plan. We found out afterwards that they are not the approved program for West Chester. We are currently attempting to convert to the approved West Chester plan and are not sure what will happen with trying to cancel the IGS plan. If they attempt to collect a cancelation fee we may need help to contest it.
Business Response
Date: 12/11/2023
Good Morning,

IGS does show the account being cancelled.
Is it okay if the agent's manager reaches out to review what took place at the door?

Thank you,
IGS Energy
Customer Answer
Date: 12/20/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

**** ********
Initial Complaint
Date:11/10/2023
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.
On October 25 a salesman from IGS Energy came to our door. I was not at home. He told my wife that he needed to confirm our information for our gas supplier, UGI, which my wife did. He said nothing about switching from UGI to them. My wife did not authorize them to switch our service to them. Several days later we got a letter from UGI saying that we had switched our gas supply to IGS Energy. It said I could cancel if I called UGI within 5 days of the date in the letter.
I had not open the letter right away when it came in the mail, so it was past the five days when I called UGI and they couldn't cancel it. UGI told me to call IGS Energy to cancel. I called IGS Energy and explained that I wanted to cancel because we had not given authorization to switch our gas service to them. They said that we had given authorization and that they had sent an email with the information. We had not gotten any email from them. They said to cancel our service there would be a $140 cancelation fee.

My complaint with them is that the salesman was dishonest. He lied to my wife saying he just wanted to confirm our information, not that he wanted us to switch to IGS Energy.
Business Response
Date: 11/13/2023
Good Afternoon,

IGS called and spoke with the customer and resolved his concerns.

Thank you,
IGS Energy
Initial Complaint
Date:11/07/2023
Type:Customer Service 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.
Sent to IGS solar

I want to make you aware of a situation in Teaneck NJ for one of your customers

You installed a 25 year solar product on an end of life leaking roof in 2021. The roof shingles were patched with Tar.

The owner of *** ***** **** has been trying to sell the home to me.

I have spoken to numerous people in-your organization that told me there was a voucher to remove and replace the solar panels at no cost.

I agreed to purchase the house from Mr ***** (81 year old man)

I am now hearing that you will charge me.

I am not willing to pay to remove and replace product that should never have been installed on an end of life roof

I cant get homeowners insurance on the home without replacing the roof immediately on purchase.

I just spoke with Taylor and he was not helpful. Please advise as no one else on the street has solar panels at this point. I am sure reputation for your company is of utmost importance.
Business Response
Date: 11/21/2023
Good Morning,

IGS has spoken with Mr. ****** and we are working towards a solution.

Thank you,
IGS Solar
Initial Complaint
Date:11/06/2023
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.
They are trying to charge me $199.01 for a cancelation fee. My understanding is that it's not legal for them to do this.
Business Response
Date: 11/07/2023
Good Morning,

IGS shows the gas and electric enrolled on 11/01/2022.
The gas for a rate of
$1.059 for 36 months with an EFT of $199.00
Electric for a rate of $0.1099 for 36 months with an eft of $199.00
The customer had 7 days to cancel the contract with out an eft being charged.
Attached you will find proof of the signed contract.

IGS show both accounts are active and an eft is not being charged.

Thank you,
IGS Energy
Initial Complaint
Date:10/31/2023
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.
On 10/30/23 someone named ***** ******, a spokesperson from the company came to my door and LIED to us about or bill. Said that his company was a provider. He told me that my energy bill is connected to two separate people associated with the account my energy and gas bill came from. They must have found my information somewhere because the residents had changed and he had the name of an old resident. They basically told me I got locked out of my account for billing and they needed to confirm my identity with my last 4 of social and asked for my billing statement. Thankfully, I couldn't find it. They were adamant and pushy on it. I called my electric provider, they told me that the house had never been under IGS energy's provision. They signed me up for their energy bills through them. I went online and tried to cancel my account. I called them, told them I wanted NOTHING to do with a company who has shady, questionable at best, and predatory practices. They said they would close my account for me. I asked them to send and email confirming my account closing my account. They sent me an email 5 hours later asking to review. This is fraud
Business Response
Date: 11/01/2023
Thank you for the feedback.

IGS will be reaching out to review the interaction with you,

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

IGS Energy is BBB Accredited.