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

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/29/2023
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.
We were solicited for this service in March on multiple occasions and were told it was something that we “needed” and sounded non-negotiable. We finally agreed because it sounded like a lot of our neighbors were getting this service but it turns out that is unlikely. We waited to see the supposed savings we were promised and didn’t see any change all summer. It wasn’t until August we were notified that we were going to start receiving savings when we were told it would be back in April. We are now investigating it further after receiving a subscription fee, which we were told would be paired with our utility provider. The contact information we have for the salesman conveniently does not work and our docusign contract we signed is not accessible.
We would like to cancel all services with this company, be refunded the $91.05 subscription fee, and have the $200 cancellation fee waived for both utilities.
Business Response
Date: 10/31/2023
Good Afternoon,

IGS processed your request to cancel your Community solar subscription
.This can take up to one to two billing cycles to process.

Attached you will find the signed contract documents. IGS is not aware of
a $200-dollar cancellation fee.

Thank you,
IGS Community solar
Customer Answer
Date: 11/01/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 20798182

I am rejecting this response because:
I need confirmation that we are not going to be charged anything in this matter. Not now and not ever. Cancelling a service should not take 1-2 billing cycles to process for any company. We also specifically believe that we do not owe the subscription fee of $91.05 that was sent to us because of the misleading nature of what was explained to us. I want to ensure that our subscription is definitively cancelled and that no charges will be applied at any point whether now or in the future.

Regards,

**** ********
Business Response
Date: 11/28/2023
IGS does not employee a **** that handles Community solar.
IGS can confirm the account is cancelled. The usage will be billed, credit was received on your utility bill.

Thank you,
IGS Energy
Customer Answer
Date: 11/30/2023
[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.
To IGS,
I will go ahead and pay the last balance, but I need you to understand that your business looks very much like a scam. Even people through our electric supplier did not think you were legitimate until we did a great deal more digging. You really need to make it more clear what you are offering and exactly how it will be billed. Even if you are a legitimate business, a lot of your practices are very misleading. You're website is also not very helpful or functional. I am also not lying about who I talked to, so if you are saying that **** doesn't work for you then that is really shady as well. Please consider your business practices.

Regards,

**** ********
Initial Complaint
Date:10/05/2023
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.
I've had my solar system since May 2021. My bill has not decreased. I am paying approximately the same as I was paying before I had the solar system installed. I was told my bill would be less than it currently is. I am paying $145 monthly to this company and my electric bill is approximately $200 a month. I was told to speak with someone at Duke Energy which I did. They stated that I was using less electricity than I produced but I see no benefits from having this solar system. I'd rather pay whatever my bill would be and not have the eyesore on my roof which is causing my roof to become blackened with soot. I want out of this contract without penalty. I am getting no benefits from using this system. If I'm not getting any benefits, whose getting it. I am done with this company. I was told that I would pay practically little to nothing on my bill. i am paying more than I would if i did not have this system. Please come and remove this equipment from my roof!!!!
Business Response
Date: 10/12/2023
Good Morning,

IGS Solar has reached out to the customer with no luck. Please return our call at ***** *** *****

Thank you,
IGS Solar.
Customer Answer
Date: 10/12/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 20699753

I am rejecting this response because: there has been no resolution as of this date. I sent electric bill and awaiting response

Regards,

****** ********
Business Response
Date: 10/17/2023
IGS Solar is working to address the customers concerns. We
have presented the customer with a review of her billing and identified her
savings. We are not at liberty to comment on what may have been advised to the
customer at the time of sale, by the third-party agent. We will continue to
work with the customer to resolve her concerns.

Thank you,
IGS Solar Support
Initial Complaint
Date:09/29/2023
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.
A salesman came to the door a little over a year ago telling me how i could save so much more money by switching to IGS for my gas and electric. he never said anything about an early termination fee and that i could drop out anytime. i am a retired widow and am paying much more then my neighbor, I talked to their customer service to no avail and that i am locked into them for 36 months. I now have a bill for $199 early termination fee for canceling my gas contract with them and will probably get another in the next month for my electric. I believe i was misled by their salesman. I am not at all pleased with their business practice. If there is anything you can do to help it would be greatly apricated. Thanks
Business Response
Date: 10/02/2023
The customer enrolled on 8/18/2022 via home energy
agent.

Customer enrolled for the gas at a fixed rate of $1.149 per
ccf for 36 months.
Electric $0.1149 per kwh for 36 months.
Both contracts carry an eft of $199.00.

Welcome email was sent and opened.
Aug 18, 2022, 6:08:20 PM
Communication -
Communication Sent
Welcome Packet
Hide
Details
View Document
Status: OPENED
Email
Address: *******@yahoo.com
Mailing
Address: N/A

Our agent was at the home for 19 mins.

Customer logged into the IGS webpage on 09-14-2023 to reset
their password.
IGS received a cancel notice on 09-23-2023 via the utility
customer is changing suppliers.
IGS reached out to the customer to reached out to the
customer to advised of fee. On 9/27/2023, IGS spoke with customer and explain
contract and fee.
This information was also provided to the OHIO PUC.
Initial Complaint
Date:09/21/2023
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.
A representative from IGS Energy has been repeatedly visiting Pine Grove Apartments, pretending to be maintenance or a surveyor in order to gain access to residents' homes. This behavior is not only against the property's policy on soliciting, but it is also causing fear and discomfort among the residents due to the representative's persistent and aggressive nature. Despite multiple complaints and even involving the police, the company has failed to address the issue and the representatives continue to disregard requests to leave the property. The lack of professionalism extends to the company's customer service, as calls to report incidents have been met with incompetence and indifference. It is crucial to prevent any further harassment from this company and protect the well-being of the residents.
Business Response
Date: 10/03/2023
Thank you,

IGS will be contracting Ms. ******* to review.
Initial Complaint
Date:09/06/2023
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.
IGS improperly installed solar panels last year on my roof, they did not attach the panels to the roof rafters/beams which caused leaks and damages to my roof and ceilings. After months of emails and calls, they sent a company out to remove the panels, on April 17, 2023, make repairs and reinstall the panels correctly. Instead, the company removed the panels and left. I have been waiting for the repairs since. The panels have been sitting in back yard for nearly five months. I am asking that the roof be returned to the condition it was in prior to installation with new shingles instead of the gray stuff they used to plug all the holes immediately. If repairs cannot be accomplished within two weeks that I be released from my lease and IGS pays the cost for repairs to a roof ing company I select.
Business Response
Date: 09/11/2023
IGS
Solar has been in contact with the customer, and a resolution is in progress.
Putting customers first is one of our core values at IGS Energy, so we’re
committed to ensuring a satisfactory resolution for everyone. Thank you,
IGS Solar
Customer Answer
Date: 09/14/2023
the subcontractor **** ***** inspected our roof today, September 14, 2023, and stated we need a new roof. Before I close the complaint, I want IGS replace the roof since it is beyond repair according to their contractor.
Business Response
Date: 09/19/2023
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. Thank you,
IGS Solar
Initial Complaint
Date:08/17/2023
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.
In June 2023, a salesman showed up at my parents door for IGS. He told them the neighbor sent him over. And that the neighbor had just signed up for IGS for gas and electric, because he will save 30% on his energy cost. My 85 year old dad believed him. (And I verified with the neighbor that he had not spoken with IGS or signed up for their service.) My dad is a stage 4 lung cancer patient, has had tumors surgically removed from his brain, who is barely able to stand on his own. But he trusted this person, because of the neighbor reference. My mother had just had surgery (7th surgery). Nether parent can drive, and I am their caretaker and POA.

We did not want to change their energy provider, and especially given the lies that were told to my parents. I contacted the PUCO and lodged a complaint. I then contacted IGS to cancel the services. They would not listen to reason and are charging $199.00 x 2 (gas & electric) for cancelling the contract. The individual I spoke to stated it was a valid contract. It is NOT. The salesman took advantage of frail, sickly 85 year old senior citizens who are unable to make decisions on their own. Which is why I have POA. My name is ****** ******** and I am their daughter.

I would appreciate you looking into this matter, and help this company understand what elder abuse is. And they have taken advantage of US Army Veteran.
Business Response
Date: 08/21/2023
Good morning,

IGS provided the following information to the PUCO on 8/17/2023.
IGS shows the accounts enrolled on 06-16-2023 via home
energy agents.

Electric enrolled for a fixed rate of .0899 per khw for 36
months, with a $199.00 eft.
Gas enrolled for a fixed rate of .839 per ccf for 36 months,
with a $199.0 eft.

The customer has billed 07/06/2023 to 08/04/2023 the AEP
rate is .1120 vs the IGS rate of .0899 the customer saved $23.66 this past
month.
The gas has a little bit different story. The customer
07/12/2023 to 08/10/2023 at a rate of .8389 the COH rate if .4292. The
customer did pay $3.68 more with IGS.

IGS tried to explain to the customer that they are saving,
and that eft will be charged.
Customer Answer
Date: 08/21/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 20485263

I am rejecting this response because:
IGS lied to my parents when they were told their neighbor signed up. They did not, the neighbor didn’t sign with them. They also did not explain that AEP and Columbia Gas would charge higher delivery charges. The salesman was deceitful.
I have also attached the POA for my parents, showing 1) that I am their POA and 2) Signature on their forms do not match my parents signatures. My dad is left handed, so signature is not his.
Finally, if this company is such a great company, they would not prey on elderly. Which they have done! I see there are many, many complaints about their business practices. They should have better scruples! If product and savings is so good, they would not have to go door to door and prey on folks.
Thank you,
****** ********

Regards,

***** ********
Business Response
Date: 08/28/2023
Good afternoon,
IGS does feel the enrollment is valid, however IGS will waive both cancellation fees.

Thank you,
IGS Energy.
Customer Answer
Date: 08/30/2023
Better Business Bureau:

I accept the business's response to resolve this complaint. Thank you BBB for your efforts in assisting and getting this resolved.
And thank you to IGS for doing the right thing in this situation.

Regards,

***** ********
by ****** ********, daughter
Initial Complaint
Date:08/07/2023
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was led to believe that ComEd was offering Solar Power and wasn't told that igsenergy would be my new electricity provider. The guy that came to my house made it seem like this was ComEd's program to offer Solar Energy. They sent me a contract with somebody other than me having signed it. I did not sign the contract and don't want igsenergy as my electricity provider. I tried to cancel the contact myself by mailing in the opt out form. They only allowed to opt out for 3 days after the contract was signed. I mailed it in as soon as I got it, but I don't know whether they received it in time. They never called me or e-mailed me to let me know the contract was cancelled.
Business Response
Date: 08/09/2023
Good morning,
IGS had not received your cancellation for your community solar subscription.
IGS did process the cancellation yesterday an email was sent confirm the
cancellation.
The other signature on the document is an IGS employee also
signing the contract. Mr. Britton also left a voicemail, if you could
please return his call IGS would like to review the interaction at the door.
Thank you,
IGS Energy
Customer Answer
Date: 08/10/2023
[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:07/27/2023
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.
Sales person from igs energy came knocking on my door. I was not home. They waited on my porch for me to get home after the home owner had already told them we didn't want their service. Well I got home and I also said no thanks and that I would just like my suppliers to stay the same. Well they proceeded to explain to me that they (my current providers) could no longer provide and then showed me repeatedly my neighbors names on a paper with signatures and how it's not just me it's everyone. I just wasn't buying in to it. After an hour of him not taking a no for a answer and dinner needing done I figured I would go with it. Give them a chance and see how my first bill would go and change back if needed. I did all that and after a month I tried to change (with an hour of him talking he must have forgotten to tell me its for 3 years and a cancelation fee of 200 dollars) bill was way higher then normal they said at the time the things their door guy should have excluded. I just called again today saying how I was not told these things and I think I should be entitled to do so with out this being explained while signing after a hour of my no not being accepted. This company needs looked in to. I rate them a 0 out of 5 stars!
Business Response
Date: 08/03/2023
Good morning,

IGS has left a voicemail for Mrs. ****** so we can review what took place at the door. Please return our call.
IGS shows Ms. ****** is paying .1079 per kwh this is lower than the current utility rate of .1120 kwh.

Thank you,
IGS Energy
Initial Complaint
Date:07/19/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
7/19/23 IGS Territory Manager (**** U.) knocked on my door and represented himself as here to help me complete a green card that was included in a past Duke Energy bill. Represented the change on my behalf was to create even billing on my Duke Invoice. Also represented the change as to protect my bill from an immenent price increase. Showed a partial letter that had both Duke and IGS Logos and implied he was here on Duke's behalf. After several questions with unclear answers, I sent him away and called Duke where I found out they are a seperate company providing unclear info in order to scam me into changing my supplier. BBB reviews indicate IGS as scoring very low in customer satisfaction. Customer Beware!
Business Response
Date: 07/20/2023
Good Morning

IGS added the customer information to our DNS list.

Thank you
Initial Complaint
Date:07/17/2023
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.
In 2017 I moved into my house in Rutland and was solicited soon after by Trinity solar, contracted by IGS, to install solar panels. I did not know the age of my roof at that time. They proceeded with installation anyway and I entered into a 25 year contract with IGS.
I have since learned that the roof is 29 years old. Trinity Solar installed solar panels on a 23 year old roof.
I now need a new roof and Trinity solar will not remove and replace the panels unless I use their roofer. I do not want to use a their roofer. They use a shingle that I researched as being of inferior quality and their quote was higher than two other roofers in my area. I cannot find a company that will touch another solar company’s panels. IGS says they don’t normally service this area so they can not help me. They gave me the name of one other person who might be willing to remove and replace the panels. His quote was $9000 just for handling the panels (that does not include replacing the roof). He said the panels were installed incorrectly so he would have to build a whole new mounting system.
I believe Trinity was fully aware of the condition and approximate age of the roof they were standing on. Now I’m being held hostage to use them again as they are the only company contracted with IGS in this area.

Because the solar panels were installed on a 23 year old roof, I should not have to pay to have the panels removed and reinstalled 6 years after they were originally installed. Furthermore, I feel this contract should be nullified.
Business Response
Date: 07/26/2023
IGS Solar has reached out to
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.

Thank you,
IGS Solar Support
Customer Answer
Date: 07/28/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 20334864

I am rejecting this response because:
IGS is requiring documentation proving the roof is 29 years old. How do I provide documentation that the roof was Not replaced (other than neighbors sworn statements). It is the original roof.

Regards,

****** ******
Business Response
Date: 08/01/2023

IGS Solar has reached out to
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.

Thank you,
IGS Solar Support
Customer Answer
Date: 08/02/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 20334864

I am rejecting this response because:
IGS says they are “committed to finding a satisfaction resolution for everyone”, but they have not offered any solutions. I need the solar panels off my roof so I can have it replaced and I don’t want to have to pay for it. Or I want to be absolved of this contract. Winter is coming. I need it done this year.

Regards,

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

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