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:05/19/2023
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.
Received a letter from my current electric supplier,PPL , that stated I choose IGS Energy as my electric supplier and that as of 5/18/23, IGS would be supplying my electric.
I have never spoken to anyone from IGS energy. Neither did I agreed to change suppliers. Nor did I receive any mail, or phone calls where I agreed to change suppliers.
I do not want IGS as my supplier as I never agreed to a change.
How can IGS electric notify my company PPL when I never agreed to this?
Business Response
Date: 05/22/2023
Good afternoon,

IGS shows you spoke with a supervisor on 5-20-2023, they have addressed you concerns. They are also watching the account to make sure it does not bill.
Please confirm this is the case.

Thank you,
IGS Energy
Initial Complaint
Date:05/19/2023
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.
******* ***** from igsenergy solicited my mothers home on Wednesday May 19th and told my sister and I that were there taking care of her after she was released from the hospital that my mother requested igsenergy as her new provider, he had nothing in writing, asked that I sign his tablet to OK, I did, but in hindsight that should not have been allowed, as I am not the owner of the home and my mother was available, but he did not ask her to sign. This can't be considered a legal transaction when I don't even own the home. I ask that this be rescinded asap.
Business Response
Date: 05/22/2023
Please provide address or account number for the account enrolled.

Thank you,
Initial Complaint
Date:05/15/2023
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.
Post card arrived to us from Columbia Gas stating we entered into a contract with IGS Energy and to call if this change was made in error, or without our knowledge. It was made in error and WITHOUT our knowledge. We received the post card today, as I am writing this, on 5/15/23. And it said to call to cancel by 5/11/23. How utterly ridiculous! How could this happen without us knowing anything about it?
Business Response
Date: 05/18/2023
Good morning,
IGS shows the account was enrolled via the county's opt-out program. A letter was mailed, if you did not respond to the letter the account was enrolled.
This is a program members of your county voted to approve.
IGS does show the account is cancelled.

Thank you,
IGS Energy
Initial Complaint
Date:05/11/2023
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 2020 my elderly dad with cancer got scammed solar company told him he could have solar and a new roof installed for free he called 100 times asking when will it work they didn’t activate it until 4 days after he died in June 2022 I have them on camera sneaking in my yard to turn it on I told them to turn it off it’s a fire hazard they did but sent another guy to turn it on while I wasn’t home the paperwork shows it failed inspection 4 times by the same town inspector 3 days after the 4 inspection a different inspector passed it without the issues getting fixed (kickback??) the weight of over 40 panels is crushing my roof and it’s a major fire hazard the addition in the back failed building code in 2001 & was never finished it’s against the law to put solar on a structure that failed town inspection I’m in fear for my life and my family we can not live in our own house because we’re scared the roof is gonna cave in or the solar catch fire due to the faulty electrical this system should have never been approved I had it inspected by a licensed electrician who said there is no way a town inspector would pass it unless they got a kickback or something vision solar said I owe them $40,000 when I called now this other company igsenergy is also sending default notices I’ve never received any bills in my name or my dads name it’s a shame companies like this are allowed to go to an elderly person’s home & sell knowing his sick with cancer and not right in the mind
Business Response
Date: 05/18/2023
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: 05/19/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 20048866

I am rejecting this response because: I was told they need a week to review the account I’m looking forward to a solution thank you for all your help this matter is getting the attention needed

Regards,

***** ********
Business Response
Date: 06/07/2023
IGS
has spoken to the customer, and their concerns have been addressed.

Thank
you,
IGS
Solar Support
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,

***** ******** I’m waiting on the legal team to send out the offer we agreed on The solar company will void the contract and let us keep the panels to remove ourselves + $1000 for repairs I’ll update when it’s confirmed thank you for all the help
Initial Complaint
Date:05/10/2023
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.
Several request made for the contract agreement with breakdown of costs required for tax purposes and there was no response. Requests made since July 2020 to March 2023. Promise made by **** **** at time of agreement that contract will be mailed and no contract has been mailed. Promise originally made 2/25/20 with follow up requests made from July 2020 to March 2023 with no sucess. WE need a contract agreement with price breakdown for tax purposes to be sent to us. If possible please email to email on file ************@gmail.com. Please feel free to contact ********* ***** or ********* ***** at ###-###-####. Ref account number : 18KV10X.
Business Response
Date: 05/12/2023
Thank you for contacting IGS Solar, we are sorry to hear
that these communications are not reaching you. Our records indicate that the
contract was sent to the email provided, at the time of signing. Additionally,
we are showing that the contract has been sent to the email provided on several
occasions, with the most recent being dated 4/10/23. We highly recommend
checking your junk mailbox, for emails from [email protected]. A billing
summary of the account has been sent to the email provided and another contract
will be mailed via USPS as well.

Please feel free to contact us directly, should you have any
additional concerns.

Thank you,
IGS Solar Support
Customer Answer
Date: 05/16/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 20043977

I am rejecting this response because:

I have checked my email address, including the spam and junk folder I still have not received the contract. Can they please send to ************@gmail.com

Regards,

********* *****
Customer Answer
Date: 06/01/2023
******* ***** <************@gmail.com>
Wed, May 31, 2:10 PM (23 hours ago)
to disputeresolution

Hello,

I would like to re-open this case, I emailed IG Solar and still have not received the contract. They said they mailed it and we never received it either.

Thank you,

*********
Business Response
Date: 06/02/2023
Please see attached. IGS Solar will also send a copy by US mail.
Thank you,
IGS solar.
Initial Complaint
Date:04/26/2023
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.
The representative IGS sent to my door on 4/25/23, lied to me. He said I had to sign up for insurance because my electric company Aes was going to sell my electricity to another state, because I didn’t respond to a letter they sent me..I had to correct it. I SIGNED and I find out he lied to. Me and changed my electric Company, and gas company. And I had to buy coverage to fix breakages in pipes. I’m wanting to cancel IGS.
Business Response
Date: 04/28/2023
Good Afternoon

Sorry for the confusion. IGS does show all accounts cancelled.

Thank you,
IGS Energy.
Initial Complaint
Date:04/25/2023
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.
Avoid IGS. It overcharged me by terminating a fixed-rate contract two months before expiration.

I entered a 36-month agreement with a fixed rate with Dominion on Jan 27, 2020. The contract took effect on Jan 28. IGS bought Dominion in mid 2022.

They switched the contract's rate on Nov 29, 2022, two months ahead of the expiration, to a rate about 342% of the 36-month rate. In fact few days before that I called them about options and the agent assured me that the contract expires not before December 28, 2022 (I belive there are audio tapes at IGS on that conversation).

I called them three times explaining the situation and tell them PECO's December meter reading was pushed to Jan 3, 2023. They never called me back or emailed back.

They said they do not have the original contract form Dominion and told me to provide documents to prove my point.

On April 8, I sent them the January 2020 contract, the PECO bill in January 2020 and the PECO bill in December 2022. In that email, I asked them to show me the justification to ended the contract early and provide relevant documents.

For almost two weeks, I did not get any responses from IGS. I then sent three follow-up emails to them telling them I intend to leave a paper trail. Today (April 25), IGS sent me back this:
As previously advised, the billing is correct as it stands with no additional refund needed.

No explanation at all. No proof the contract started in end of November 2019. Just that.

By my estimation, IGS owes me about $140.

Please advise any other places to file complaints of this fraudulent abuses. Since so many coustomers have been affected, who will file a class lawsuit against IGS?
Business Response
Date: 05/02/2023
Good morning,

IGS purchased the account from Dominion Energy Solution. The Dominion Energy Solution contract was good till the December 2022 meter read date. IGS honored the contract. IGS sent a letter advising the rate would change for the January 2023 billing period. IGS does not set the dates of the billing period. That is handle by the utility.
The new rate went into place for the meter read date of 01/03/2023 (January bill). Attached you will find the Dominion Energy Solution contract and the IGS letter mailed.
Thank you,
IGS Energy.
Customer Answer
Date: 05/03/2023
19981859 IGS Overbilling

****** **** <**************************>
Attachments
Apr 27, 2023, 11:20 AM (6 days ago)
to disputeresolution

Dear Sir or Madam,

Thanks for your prompt reply. I attached the April 8 2023 email to IGS which summarized everything. The four Exhibits (A to D) in that email are also appended below.

Since they did not respond or acknowledge my email, on 18, 20 and 24, I sent three follow up emails. On April 25, they sent this to me:

As previously advised, the billing is correct as it stands with no additional refund needed. According to the contracts, the new rate was to begin of $1.2990 CCF on 11/29/2022 - 01/03/2023. The account was properly invoiced.

Thank you,

*******

Customer Operations Specialist, Solution Center

Obviously, this contains no explanations nor evidential proof, so I sent them another email asking for explanations. In response to it, on April 26, IGS sent me the following:
Wed, Apr 26, 2:58 PM (20 hours ago)

to me, IGS

The Terms of Services provided from Dominion Energy Solutions was emailed to you on 04/12/2023. The contract is based on the number of bills generated, not the dates. At this time, as previously advised, no further refund is due on this account.

Thank you,

*******

Customer Operations Specialist, Solution Center

They also made a false statement regarding the 4/12/2023 letter. I never received it. And the first letter IGS sent to me was dated June 6, 2022 (with Dominion and IGS logos). It was the first time IGS informed me about the merger. It stated that "by your September 2022 meter read, your gas supply service will be transferred to IGS Energy."

The same letter has this (in bold type): ... this transfer will not interrupt your gas service and your Terms of Service will remain the same.

There is no evidential proof again in the April 26 email. And even based on how many bills, IGS raised the rate 340 percent before the 36 cycles expired. They never showed me when the contract started or the itemization of each bill in this period.

I am going to write to my PA senators and the House of Rep of my district. We are facing a company with one of the lowest ratings and numerous complaints of fraudulent behaviors. Please advise any other governing authorities I should bring this case to and when.

So far they failed to show me any specifics on the terms regarding contract starting dates or number of bills.

******

****** ****, Ph.D.
Research Fellow, University of Pennsylvania Institute for Urban Research
Fellow, University of Hong Kong Ronald Coase Center for Property Rights
Affiliate, Anbound Research Center
Senior Advisor, Econsult Solutions, Inc.
Project Lead, Community Data Analytics, **************** or ****************
Senior Consultant, World Bank, 2015

Demographic Multiplier | Impact Analysis | Program Evaluation | Policy Analysis | Economic Development| Project & Public Finance
Demographic Study & Forecast | PUMS Analytics | City Planning History | Affordable Housing

Email: ************************** | ****@econsultsolutions.com
Mobile or Text: ###-###-####
Linkedin: **************************inplanning
Websites:
**********************_****/publications
**********************-****-ph-d/

5
Attachments
• Scanned by Gmail

****** **** <**************************>
Apr 27, 2023, 2:20 PM (6 days ago)
to disputeresolution

Dear Sir or Madam,

In February I called PECO regarding the bill dated January 3, 2023. They confirmed to me that the bill is the December 2022 bill since the starting date was late November. They used to read the meter on the 27 each month. It so happened that PECO delayed the December meter reading to January.

Please advise me if I need to contact PECO to get a certification on that bill; or if you might contact PECO to confirm that. Thanks a lot.

******

-----
Business Response
Date: 05/04/2023
Good morning,
As stated IGS has not control over when the utility reads the meter. The rate of .379 was valid till the December meter read per contract terms with DES. The new rate started with the January meter read date.
IGS does show your account is no longer with us.
Thank you,
IGS Energy

Customer Answer
Date: 05/04/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 19981859

I am rejecting this response because it is repetitive.
IGS considered the December bill as the January bill. They just keep repeating themselves and gave me a variety of versions:
a. In November, their representative told me the contract ended around December 28, 2022.
b. Later they told me that they did not follow the 36 months contract because they did not count by days. They terminated the contract at slightly over 34 months.
c. They said that they count by cycle but they do not have 36 bills. They start charging me before the 36th bills ends.
d. IGS changed to higher rate at the end of the November bill, so it violates the contract. The so called January bill is the December bill and PECO has confirmed that.

IGS is like the insurance company in the movie Philadelphia. They set road blocks everyway to discourage complaints. A reputable company would have given me the refund much earlier. Credit card compnay and local utility companies always give a one time courtersy waiver. IGS is on the other extreme.
To the end they are a group of con-artists cheating on coustomers using any legal loopholes they found.
I do not accept their argument because the Jan 3 reading is the December bill covering Nov 29, 2022 to Jan 3, 2023. The contract specifies that new rate started after the December reading.
I will bring the case to relevant federal and state authorities, my senator and respenstative of the House.
Also I will boardcast my experience in all manner.
Last how can BBB gives IGS an A rating when customers disagree.
IGS should stop repeating the same sentence in responding. I am considering legal actions now.

Regards,

****** ****
Initial Complaint
Date:04/17/2023
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.
I have called and emailed and snail mailed IGS to get them removed from my Columbia gas account. I wasn't aware that I had signed up with them. The person who came to my house stated they were from Columbia gas and wanted to lock in my price lower and add service protection to my home and gas lines. Obviously this wasn't the case and my gas bill has doubled since! IGS is a huge scam!
Business Response
Date: 04/19/2023
Good afternoon,

IGS shows we emailed over a signed copy of you a signed copy of the gas contract on 04/18/2022.
If you would like to cancel the early termination fee will be billed.

Thank you,
IGS Energy.
Customer Answer
Date: 04/28/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 19945823

I am rejecting this response because: the contract was not signed by me the account holder therefore the LTE termination fee should not apply. I never agreed to the contract.

Regards,

***** ******
Initial Complaint
Date:04/17/2023
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.
IGS Energy purchased the contract that I had previously with Dominion Energy as a supplemental natural gas supplier until the completion of that contract at the "December 2022 meter reading". This Dominion contract charged a fixed rate of $0.369 per therm. Washington Gas was the gas distribution service. IGS Energy and Dominion Energy entered into “an assignment agreement.” Assignment contracts do not annul the initial agreement and do not establish a new agreement. IGS Energy then violated that contract in December by increasing the gas rate 350% to $1.299/therm, even after sending a misleading letter claiming "terms will remain the same". This violation broke any further contractual obligation with me. IGS Energy acknowledged this violation by refunding the amount charged based upon the difference between the original contract and overcharge rates for December's bill. But at this contract violation, my account should have returned back to Washington Gas as supplier as stated clause 9 of the original Dominion contract. I had already informed IGS Energy and Washington Gas that I intended my gas supplier to return to Washington Gas. IGS Energy failed to establish a new contract with me since Virginia code 20 VAC 5-312, Section 80 G, specifies the requirements for enrollment or modification of a secondary energy supplier contract must include “affirmative authorization”, specifying a “written contract signed by the customer”. There was no written contract and I never signed an agreement with IGS Energy. Yet IGS maintained that they were my contractual gas supplier and continued to charge for gas at the excessive $1.299/therm rate in violation of Virginia laws and using Washington Gas as the payment collection service. I contacted Washington Gas about this lack of contract and they specified that I seek a refund from IGS Energy. I request that IGS Energy refund the amounts charged for gas for my January and February bills amounting to $425.84 charged without contract.
Business Response
Date: 04/19/2023
Good afternoon,

IGS followed the rules of the choice program
when purchasing the accounts from Dominion Energy Solutions. IGS also
show we sent a refund check of $138.80 due to the account renewing a month
early.
Please reach out to the IGS customer service
center for further questions.
###-###-####
Thank you,
IGS Energy.
Business Response
Date: 04/19/2023
Good afternoon,

IGS followed the rules of the choice program
when purchasing the accounts from Dominion Energy Solutions. IGS also
show we sent a refund check of $138.80 due to the account renewing a month
early.
Please reach out to the IGS customer service
center for further questions.
###-###-####
Thank you,
IGS Energy.
Customer Answer
Date: 04/20/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 19944984

I am rejecting this response because: IGS Energy sent a refund for only the month of December when they first violated the Dominion Energy contract they assumed. They still need to provide refunds for revenue collected through Washington Gas that was in violation of Virginia regulations for the months of January and February. They collected this money even though they provided no written contract, as required by Virginia Laws (Virginia code 20 VAC 5-312, Section 80 G). IGS increased the gas rate by a whopping 350% to $1.299/therm after sending misleading correspondence that "terms will remain the same", and after they knew that I never applied for their service. I request that IGS Energy refund the amounts for gas for my January and February bills amounting to $425.84 charged
against my will and without the signed contract required by Virginia Laws.

Regards,

****** ******
Initial Complaint
Date:04/14/2023
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 had an individual named **** come into my home. He offered me a home warranty plan for my home. What I didn't know is that he signed me up for electric supplier service were I was being charged for electric service on top of my electric service from Penelec. I was charged triple price on one bill on top of what Penelec was charging. Then when I wanted to cancel this service I was charged $100 when I didn't even know I signed up for the service. I was defrauded and now have to pay to correct it. This should not be allowed. I want the disconnect/stop service fee refunded and the charges for the bill for the month of February 2023 refunded.
Business Response
Date: 04/21/2023
IGS spoke with customer and advised we have a signed contract.
IGS agreed to cancel and waive eft.

Thank you,
IGS Energy

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