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:06/27/2023
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.
I am requesting a review of this companies practices. I had someone come to my door offering to change me from a variable rate to a fix rate.
I HAVE NEVER SIGNED UP FOR ISG ENERGY!

I had advised them why they were asking me to go to a fix rate when I never opted to be with them. They stated I signed paperwork in March for this.

I never signed anything. I spoke to my neighbors and they have similar concerns. It seems like this company is just signing people up without authority and this is now the third time in 3 years this has happened.

I am requesting ISG energy provide me the documents I “signed” for their service. I want any and all records they have and I will also be filing a complaint with the Ohio State Attorney General because this has gotten completely ridiculous. I felt completely harassed by the employee who came to my door who said I was a customer but couldn’t verify anything but my name and address.
Business Response
Date: 06/28/2023
Thank you for your feedback.

IGS will address our agent. The account is currently with IGS on the SCO program. Columbia Gas does not supplier gas to customer, They place you account with a supplier. Please see link to SCO program.

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

Thank you,
IGS Energy
Customer Answer
Date: 06/28/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 20246556

I am rejecting this response because:
This does not address my issue or the questions I had, at all. The representative indicated that I signed up for IGS with a system date of 3/8 or 3/23 (the rep had two dates in the system) I have a Ring camera and went back on my computer and no one came to my door on either of those dates.
I work from home and the agent berated my father for not getting me to come to the door so I could sign up for a fixed rate plan which I didn’t agree to be with IGS in the first place.
How to I change suppliers or have Columbia Gas pick another one for me? I do not want your company to supply anything for me at this point.

Regards,

******** ********
Business Response
Date: 06/29/2023
Can you please email me a copy of the video so we can address the agent.
********************
You can call Columbia Gas to see if they can change you to another SCO supplier.

Thank you
Initial Complaint
Date:06/26/2023
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.
When we first moved into our home soar company was contact new clients everything seemed good then as months went on they came to our house without our knowledge several times no contacting us coming into our back yard that’s fenced on for private property doing weird work on the Solar that they wouldn’t disclose we spoke to them and said start making appointment do not fine and let urselfs in and we want work orders . Well they came 2 more times without notice and my grid in back makes horrible noise now and the bill has tripled when we asked them what they did they say they don’t have to disclose the info and we reminder them they came on private property without making any appointments and they said pretty much oh well . WHATevere they have have done again trippled our monthly billed and makes horrible sounds now on our yard they want me to pay them to come look at it when I didn’t even give promision for them to be on property . They claim my billed trippled due to since the sun is out and shinning so much on the panels ur price increases the fees of use ummmmmm really cause the reason they sell it to u is claiming the more sun the panels get the cheaper you bill gets . This has turned into a scam nightmare I need help . Please anything you can send me or help me with would be awesome
Business Response
Date: 06/29/2023
IGS
Solar has been in contact with the customer, and we are working with everyone
involved to help resolve these concerns. 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: 06/29/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 20236202

I am rejecting this response because:

Regards,

******** *******
i reject there same round and round in circles blaming other parts and other companies for there faults and talking me in circles about what they need to be held accountable for . They tried to put the blame on national grid saying we need to speak to them when national grid and the solar company made us sign paperwork waving our bills and communication with national grid to have just the solar company deal with national grid and the solar guy is trying to say national grid is at fault when it had nothing to do with national grid . When I spoke to the man and told them I had proof of the copy of the paper saying we signed out right to the national grid portion of the bill to the solar company they started back peddling that now the issue is with there tech parts portion that comes to the house not with them in general which is a lie because they bill me they take my money so they are accountable not the other company they hire out to fix systems also the company they hire out will not speak to anyone they say go through the billing portion which is Ibs solar . It’s just a round and around circle of tying to place blame when they are caught in lies . Yes they called me and yes it was all there same made up fake stories which is the reason I contact the bbb .
Business Response
Date: 07/10/2023
IGS
Solar has attempted to contact the customer to help resolve the billing issue
with the utility. The customer did not accept our phone call, nor have they
been responsive to our email. IGS Solar may be contacted at ###-###-#### or ********************. Putting customers
first is one of our core values at IGS Energy, so we’re committed to finding a
satisfactory resolution for everyone.
Initial Complaint
Date:06/22/2023
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 just recently noticed that the supplier on my PPL bill was changed to an IGS Energy. I called and spoke to 3 different people at PP&L, asking them why they changed my supplier without my consent or permission?
I was told that I was slammed or crammed by that company since September of 2017. I was shocked and very angry at this company as well as at myself for not paying attention to the bill.PP&L told me they cannot change the supplier for customers?
I explained to the representative that there are only 2 people living in my home and neither one of us gave them authorization. I do not speak to telemarketers, most times do not even answer my phone when a strange number comes up on caller ID. I have numerous suppliers send me junk advertisements, I did not even open them, they go right in the trash can.
My instincts told me to stay away from any time based rates with good prices. I thought I was being faithful to PP&L while my family and friends told me that they had bad experiences at the contract’s end. My bill is high for a small home and my husband always blamed me? I am now paying .07 cents more per kilowatt hour, so I am sure for the past 6 years they cost me a lot of money. If this and probably other suppliers can change your provider by saying they got your permission by phone and they are getting away it… It makes me so angry! I did not call IGS today because of my anxiety but told my husband to.
This did not happen as my husband was hospitalized today. PP&L told me once I cancel with them my service will default back to them. I also feel sorry for the innocent people who are still unaware of this scam. Some companies lack scruples as well as a conscience ?? Thank you for taking the time to read this.
Business Response
Date: 06/26/2023
Good morning,
IGS was not able to locate your account. Please provide the PPL account number.
You can also email us at [email protected], We have a chat feature if you would like to use that instead of calling.
IGS will be happy to assist in explaining how the account was enrolled.
Customer Answer
Date: 06/28/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 20224030

I am rejecting this response because: The response received from IGS energy requests we provide our PPL account number. But there isn't a way I could find to reply to them from this portal. They did provide an outside EMAIL address and will send PPL account number to them there. Please keep this complaint open.
Thank you

Regards,

****** *****
Business Response
Date: 06/29/2023
Good morning,

IGS purchased your account from Talen Energy in 2017.
A letter was sent from Talen advising of the purchase.
IGS sent contract renewal letters 10/2023, 7/2022.
IGS will send a copy of the letters to you by US mail.
IGS processed a cancellation per your request. The account will be returned to the PPL.
Please reach out to our Customer service center for more information. ###-###-####.
Initial Complaint
Date:06/09/2023
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.
This is a third party energy company and when my contract expired I canceled with them and didn’t renew. They charged me triple the rates for the next 3 months and would not return my phone calls. I switched providers and now they have started a collections on my credit report for 277 dollars. I have called and left multiple messages and never gotten a response. After paying over 1,500 dollars for three months they finally cancelled my contract and now they want another 277 dollars without any explanation.
Business Response
Date: 06/12/2023
Good Afternoon,

IGS shows that you spoke with an agent on June 9, 2023. The agent will be sending a copy of the billing breakdown.

Thank you,
IGS Energy
Initial Complaint
Date:06/06/2023
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.
IGS rep showed up at my door, and got his commission out of me. The rep, while nice, told me that there was absolutely no cancellation fees in the future. Had a different supplier show up with lower rates, so I switched (thinking there’s no cancellation fees), and now my electric bill is over $300 because of a $199 disconnect fee. When I called to ask to have this waived, the first rep I spoke to (******* *******, it’s your time to shine buddy) had absolutely no business being in customer service. Not only would he let me get a word out edgewise, he also proceeded to call me a liar and delusional because “the rep was at my door for 19 minutes.” And then proceeded to tell me to have fun with that collections. All I got out was “he told me there was no cancellation fees” before he said “I think you’re lying to get out of this”. Who are you to tell me what was said??? Then proceeded to tell me to have fun with collections. Stellar customer service Mike! So I requested higher up, to which apparently IGS has no higher up (there’s always a higher up). I got switched to a “peer” who is the same level as good ol *******. While she was more pleasant than the first representative, this issue was not resolved. Customers are paying the price of representatives telling them there’s no cancellation fees, when there is. AVOID AT ALL COST.
Business Response
Date: 06/07/2023
IGS shows your cancellation fee was waived on June 2, 2023.

Thank you,
IGS Energy
Customer Answer
Date: 06/07/2023
[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:06/05/2023
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.
IGS energy representative came to my home telling me that I needed to switch energy providers that Duke energy was raising their prices. I explained that I was still working and that I was not switching that I was aware and knew who was providing my energy. The representative did not would not leave, this company does not have a legal permit to be soliciting in our neighborhood. The representative was using scare tactics to try to get us to switch. I continued to explained that I was currently working and insisted that I take his card.
Business Response
Date: 06/07/2023
Thank you for your feedback. IGS will address the concern with the agent.

Thank you,
IGS Energy
Initial Complaint
Date:05/31/2023
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.
My Gas and Electric bills are very high, IGS is stating that I signed up for their services. They are stating I signed and showed my bills to them--that never happened. I noticed on their website they have my home phone number, I would never give them my home phone number. Now they want to charge a cancellation fee of $199.00 for gas and $199.00 for electric I'm furious. I think they called my home number and signed my name for their services. I cancelled today 5/31/23 and would like the 2 $199.00 waived if you could help.
Thank you,

***** *** *******
###-###-####
Business Response
Date: 06/02/2023
IGS reached out to the customer to address concerns. IGS will be following up with customer next week.

Thank you,
IGS Energy
Customer Answer
Date: 06/12/2023
[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:05/31/2023
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.
On 2-2-23 a salesman from IGS energy knocked on our door waking us up. We are elderly and not quite awake. My wife is 100 % disabled due to MS and I am a 100% disabled vietnam veteran. We live on our pensions. He used predatory tactics and fear of rising energy costs to get our attention. He promised us savings on our electric and gas bills so we agreed to switch our provider. Over the course of our conversations my wife asked him if we could cancel at any time and he told us we could. Ou rates increased significantly. There was no mention of any fees associated with canceling. Our township has an agreement with providers with lower rates and we took the opportunity to get the lower rate. The IGS services were cancelled. After the utilities rolled over we received a bill for a cancelation fee of 199$ for the gas portion. We also expect to receive a cancellation fee for the electric portion. If we had known there were cancelation fees we would have never agreed to change providers. This sort of predatory sales from a company with many such complaints is the sort of thing class action lawsuits are made of. We WERE NOT advised of any fees to discontinue services. I will also be reaching out to Ohio Attorney General and my local district attorney to discuss these issues. Beware.
Business Response
Date: 06/01/2023
Good afternoon,

Please see attached signed agreement. The agreements clearly state Early termination fee.
Thank you,
IGS Energy
Customer Answer
Date: 06/02/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 20124375

I am rejecting this response because:
We were lied to and deceived by an evil person with no conscience. The salesman was predatory and took advantage of two disabled senior citizens. He manipulated the contracts on his Ipad so that we were not allowed to read the cancelation clause in the contracts. We instead took his word for the text and signed because he said it was necessary to change our provider. He clearly misled us. We let him in our home because it was freezing outside and our act of kindness now will cost us 400 dollars. It isn't the money, it's the principle. The lies are a verbal breach of a contract so we will litigate the matter through normal channels et al. Additionally, I have registered an llc in Delaware... igsenergyllc and have purchased a web domain igsenergy.info under that llc. I look forward to speaking with your council when the time comes. Do not let these people in your door. my new email address is. ********************** pls forward any correspondence through that address and if you have been duped by this company please send me an email.

Regards,

******* *******
Initial Complaint
Date:05/28/2023
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.
The IGS salesman came to my address while I was working out of town. My sister was caring for my home at the time. She told the salesman that the account was not in her name and she did not live here full time. He proceeded to intimidate her for over an hour until she finally signed a paper so he would leave. She did not sign my name but her own, assuming this would void any further attempts from them. I have only realized recently that this company IGS energy approved the contract switch without my permission or signature. I have seen a copy, it has my sister's name and she in no way is on my account. I informed them about this months ago and was told it would be switched back. This has not happened and as of this time I have calculated that it has cost me thousands of dollars more than I would have had to pay with my original account. This has to be illegal.
Business Response
Date: 05/31/2023
Good Morning,

IGS shows a call to cancel was made on 03-08-2023, IGS processed the cancel the same day and was removed from billing as of 03/24/2023.
IGS must allow the utility time to remove us from the billing.
Thank you,
IGS Energy.
Initial Complaint
Date:05/24/2023
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.
Home visit from IGS as new energy provider. Also purchased a warranty program. Apparently the contract was a variable rate contract that I was not informed of. The contract expired and was transferred to a variable rate contract. IGS states that mailing regarding the change. Mail received was a fold over marketing type of document. It was not marked that a response was required. Received electric/gas combined bills that were in the range of $800 and $900.00. The bills were paid without question because the heating and cooling system were aged and failing. The system was replaced and it was expected that there would be a reduction in the cost. Closer look at the bills indicated that the rate was 2X higher than the PECO rates. Contact was make with the vendor. They explained the variable rate change (unknown) at the time contract was signed. We discussed that I would diary for a 60 day period for the next contract change to monitor the mail for future adjustments. They offered that if I extended the contract they would assist with a refund. The rate adjustment was calculated and the overcharge at variable rate was in the range of $800.00. Renewed the contract for a year to get the adjustment/credit refund. In March a check was received for $72.00 for the gas, Follow up advised that they would check status of check. It was discovered that the customer service never submitted an adjustment that he said needed approval. It was communicated that the customer service rep would submit the electric credit for approval. It was then communicated that this was a "courtesy" and a refund did not need to be issued. I was also advised that they would consider removing the $95.00 early termination fee. Return calls by the customer service were promised and never received. Additional attempts to contact them results in voice mail with no return call. Request for supervisor denied as no option. I would like the credit and other to know danger of contract,
Business Response
Date: 05/31/2023
Good morning,

IGS shows a courtesy adjustment was made for the gas. IGS will
not be adjusting the electric as we did send contract renewal letters.
The outside of the envelope displays a statement {important information about
your Gas or electric contract).
IGS will also be reaching out
today to review the account.

Thank you,
Customer Answer
Date: 06/01/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 20101269

I am rejecting this response because: If they issued a courtesy refund on the gas, the same should be extended on the electric. They also sent a communication regarding crediting a partial refund, I would like the full credit applied. . Would appear that this occurrence is frequent and if courtesy adjustments are made, then obviously there is an issue. They also recorded calls where there was no knowledge that the call was being recorded. They indicated that if I extended the contract they would look into the refund. Does not appear to be a reputable organization and does not prevent this from happening to others that are unsuspecting of a variable rate increase.

Regards,

***** *****
Business Response
Date: 06/01/2023
As stated no further credit will be issued. The IGS phone system states calls will be recorded.
Thank you,
IGS Energy

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