Complaints

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

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• 

  IGS Energy

  6100 Emerald Pkwy Dublin, OH 43016-3248

  
• 

  Accent Energy

  PO Box 25225 Lehigh Valley, PA 18002

• 

  IGS Energy

  600 Meijer Drive Ste 100 Florence, KY 41042

• 

  IGS Energy

  6450 Poe Ave., Ste. 115 Dayton, OH 45414

• 

  IGS Energy

  1751 Lake Cook Rd Ste 270 Deerfield, IL 60015

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:04/11/2023

  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.

  This complaint is for my mother, she signed a contract to have solar panels placed on the home we currently own April 2019. The igs solar agent at the time who signed on the contract did not explain any long term agreement being locked in and not able to cancel the service.
  
  Seeing as my mother does not speak, read or write in English well, I believe this was used as an advantage to have my mother sign and be lock in a contract without understanding the long term agreement, if she decides to cancel to service. After several years of having the solar panel system in our home, my mom has tried to get out of the contract until she was then notified that she will be locked in for 25 years even if she ***cides to sell the home she will still have to pay monthly for the solar panels.

  Customer Answer

  Date: 05/12/2023

  I **** ***-***** am able to represent my mother ***** belizaire in her complaint with IGS Energy

  Business Response

  Date: 05/22/2023

  Thank you for being an IGS Solar customer
  for 4 years, contributing to a greener energy future while lowering your
  monthly energy costs. While the contract cannot be cancelled after
  installation, it is transferrable to the next homeowner should the home be
  sold. Putting customers first is one of our core values at IGS Energy, so we’re
  committed to finding a satisfactory resolution for everyone. Please give us a
  call at 888-974-0114 to further discuss your concerns.
  
  IGS Solar Support

• Initial Complaint

  Date:04/05/2023

  Type:Billing 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.

  During February 2020, I locked in a residential natural gas rate with Dominion Energy Solutions of $0.465/CCF effective through the month of March 2023. See the attached contract notice.
  
  My supplier commodity charges for the month of March 2023 were 114 CCF x $1.299/CCF = $148.09 for the period 3/4/2023 to 4/3/2023.
  
  I was locked in at rate $0.465/CCF THROUGH March 2023 per the terms of the agreement, and therefore the changeover rate of $1.299/ccf should have only been applied to 3 billing days.
  
  My supplier commodity charge should have been (28/31) x $0.465/ccf x 114 CCF + (3/31) x $1.299/ccf x 114 CCF = $62.21 in keeping with the rate agreement THROUGH the month of March.
  
  I am requesting a credit in the amount of $85.88 to cover the overcharge.
  
  I've attempted to resolve directly with Kolton from IGS who was of no help.

  Business Response

  Date: 04/06/2023

  Good Afternoon,

   

  The Dominion Energy Solutions contract was trhrought the March 2023 meter read date.  The rate was honored for billing ending March billing.  IGS send notice about the contract expiring.

  IGS received cancellation notice on March 4, 2023 from UGI, UGI handles the timing of when IGS is removed from the billing.

   

  IGS is no longer the supplier. 

  
  Thank you,

  IGS Energy.

   

  Customer Answer

  Date: 04/22/2023

  Dear Better Business Bureau,  

  The contract was simply through March, not through the March meter read date which was March 3rd.  In the end, IGS worked with me on the matter to my satisfaction.  

  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:03/24/2023

  Type:Billing 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 Energy acquired my natural gas supply contract from a company that apparently went out of business. In November 2022, IGS notified me that my supply contract with them was expiring at the end of the current billing cycle. In early December 2022, I initiated a new contract with another supplier. In spite of this, IGS continued billing me at a rate TRIPLE that of the prior contract FOR ALMOS FOUR MORE MONTHS.
  When I contacted them, IGS said that the changeover could take up to three billing cycles. IGS did send me a check for $63 because of an "overcharge". There was no explanation of how this amount had been calculated and it was only a small fraction of hundreds of dollars that I was billed because of IGS's failure to promptly switch over my supply and their price gouging.

  Business Response

  Date: 03/24/2023

  Good Afternoon,

   

  IGS does not show receiving notice from the utility about another marketer switch.  IGS spoke with the customer on Dec 28, 2022 regarding cancellation.  IGS send notice to the utility within 24 hours.  Once notice is sent to the utility company IGS must allow the utility company one to two  billing cycles to process the change.  IGS does not have contract over when we are removed from the billing.

   

  Thank you,

  IGS Energy

   

  Customer Answer

  Date: 04/04/2023

  [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:03/23/2023

  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 would like to make a complaint against this company IGS energy, we were in a contract with them when the contract expired they more than doubled our electric bill. How are they allowed to do this? I have contacted the **** and they said there was nothing they could do.

  Business Response

  Date: 03/24/2023

  Good Afternoon,

   

  IGS sent rollover letters advising of the contract renewal.  The renewal prices is based of  the current market. Please contract our call center and we can review your pricing.

  ###-###-####.

   

  Thank you,

  IGS Energy

  Customer Answer

  Date: 04/02/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I feel they should have explained to me that my bill was going to be more than double what it was the previous month.
  
  
  
  Regards,
  
  
  
  ***** *********

• Initial Complaint

  Date:03/07/2023

  Type:Billing 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 cancelled my electric and gas services with IGS energy in February 2023 due to their tendency to overcharge for their services. I was told I would only pay a cancellation fee of $199.00. Now they are saying I will be charged by them an additional 2 months after cancelling my contract with them including the cancellation fee. First of all, the salesperson of IGS said I could cancel the services and at no time mention any of these clauses.
  had I known anything like this would happen, I would have never consented to IGS services. I contacted Dominion Energy, who told me it take 2 billing cycles for the cancelation to go into effect, even though they received my cancellation from IGS 24 hours after I cancelled my services with IGS.

  Business Response

  Date: 03/08/2023

  Good Morning,

   

   

   

   

   

  Igs send notice to the utility with 24 hour of your request to cancel. Igs has no control over when we are removed from billing. 

   

   

   

   

   

   

   

   

   

   

  Customer Answer

  Date: 03/09/2023

  [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:03/02/2023

  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.

  On 2/28/2023 I had a representative of IGS Energy knock on my door and ask if we had setup our utilities. She said she saw we were new to the area, we have out of state plates on our cars, she claimed she was there to setup our online bill pay for our energy company. She did not tell me that she was signing me up for a new provider. I did not know there were different energy providers in Ohio as I am from another state where there is only one provider.
  I believe that the sales person knew this and took advantage of my lack of knowledge to sign me up for a program I didn't need or truly want.
  In order to cancel said service there is a $200 disconnect fee that I was not made aware of. I was not informed what rates I was supposed to be signing up for.
  This seems very scumy and quite predatory.

  Business Response

  Date: 03/05/2023

  Good Morning,

   

  IGS will be reaching out to review the complaint with you.

   

  THank you,

  IGS Energy

  Customer Answer

  Date: 03/06/2023

  [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:02/22/2023

  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.

  We live in Athens, Ohio and added solar panels to our home a year ago. We had a contract with our solar company and aep that recognized the fact that more solar energy would be produced during the summer and these kWh credits would rollover to offset bills during the winter months. We have an all electric home and generate heat using a heat pump so experience larger bills during the winter months. Credits are reflected on the bill as negative numbers for the moths of April - November. When December billing arrives, we are charged for electric generation we did not need or want as we have plenty of kWh to cover that month. We call our utility company - AEP and explain the error. We are assured that the credits are visible on the bill and the problem will be resolved. We pay the usual $15.15 for the month of December and await their response. At this time we are informed that a company has been added to our bill without our knowledge or consent by the name of igs. They said they would remove it and sent our bill for correction Three weeks later, an email arrive describing weather in Ohio. I finally reach a person at aep who says the credits must be rectified with igs. I was hesitant to call a company that they said “slammed” us but I did. Igs explained that they merged with aep in 2016 and supply the power for our utility company. However, we have an agreement for net metering of our solar energy. We do not need the excess power. We are just looking for a way to credit the account and receive reimbursement of our over payments. We paid the $15.15 for each month with an additional $800. Today igs says they want another $400 but they were blocked by aep who said they should not be on the billing statement. The aep representative explained that we were “slammed” and every time we called they were not allowed to tell us the truth but igs charges over 3 times per kWh. We provided this company with almost 5,000 kWh and they told me to call aep again after over 2 hours of being passed around and fed differing stories. No one seems to be able to resolve this issue. We have kWh in our account and no one seems to know how to access them. Additionally, we never requested paying more for energy with igs igs says it was not an option that aep merged. It looked like a legitimate line item on our statement but now I’m informed by aep that they are not the public utility company we signed with.

  Business Response

  Date: 02/23/2023

  Good Morning,

  
  IGS purchased your account form Border Energy in 2014 to be your electric supplier.  Border Energy mailed a letter at the time advising of the purchase.  IGS spoke with you on March 9, 2015 and advised of contract terms.  ON March 9 of 2016 IGS mailed a contract renewal letter.  The letter advised if you did not reply the contract rate would go month to month and follow the ****et.    On Dec 2, 2022 IGS did receive notice from AEP, IGS was being removed as your supplier.

  Your account with IGS has an outstanding balance of $396.55.  
  
  IGS is not aware of who your solar company is, you would need to contract them regarding the credit.

   

  Thank you,

  IGS Energy

   

  Customer Answer

  Date: 02/23/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19446312
  
  
  
  I am rejecting this response because: 
  
  It did not address the question. They said they could apply the kWh hours once they saw the proof and we submitted documentation. We have already supplied the power with our agreement.  We purchased solar panels to power our home. Someone has taken almost 5000 kWh and we have no need to purchase more form igs. We have credits and do not need the electricity. It is clearly documented on our statement.  
  durthermore, we do not have a contract with igs. We did not know they existed until we learned of theim in December 2022. Aep never told us we had been slammed until that date. At that time, they erased the slamming acct from our bill. We had been calling to find out why we were being charged so much when we run out heat at 59 at night and 62 during the day. We had an energy audit and learned out insulation is good and the only recommendation was to replace e the 10 year old refrigerator. We did. It did not decrease our bills. We even downsized out hot water tank and limited the amount of hot water we could use for our family. All this time we are replacing things and freezing in our home because we were slammed by a company who took our account without permission from anyone.  Following AEP’s removal of igs, we have received a similar letter as to the one they described as their so called contract.  It was addressed to our home to our minor child and threatened that she would be turned over to a electric generator and f she did not respond we would be slammed by them. She is a child. I would not have even opened this had  I not started learning about these practices.  
  

  All along, we have paid our bills to aep and never knew we were at danger of being scammed by our public utility company. We didn’t not know to look out for this type of unfair practice. We did everything we could to decrease our energy consumption. We dry laundry outside, we stay cold in the winter, we use cold water for laundry, and we take short showers. We followed the advice of the energy auditor sent out by aep to help find out problem. The problem was igs charging over three times the fair ****et value had a found a way onto our account. That was was fraudulent. You cannot use minor children in your scams. It would be unreasonable to  suspect that a child is responsible for a household’s energy. 
  

  We purchased the solar panels and signed an agreement for net metering. This means we have already produced the energy. We cannot be charged triple the price for the same energy we already produced ourselves. That would mean that you triple charge us and then use the energy we gave you to supply and triple charge another unsuspecting household.  Regards,
  
  
  
  **** *** ****

  Customer Answer

  Date: 03/08/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19446312
  
  
  
  I am rejecting this response because: we have not received credits for the overages accepted by igs. I waited and checked mail 3/8/23 and there is not a check for the amount calculated 
  
  
  
  Regards,
  
  
  
  **** *** ****

  Business Response

  Date: 03/14/2023

  Good Morning,
  
  IGS is not sure what credit IGS would be
  sending. Please provide who told you IGS would be sending a check.
  
  IGs has not received generation credit since
  10/27/2022, once generation credit is received that could cancel out billing.
  
  If Generation is more than bill no credit is
  giving.

• Initial Complaint

  Date:02/20/2023

  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 noticed on my PG&E bill that this company is charging me for gas. This month, they charged me $250 plus I still had the rest of my bill which the total came to $500. I do not recall signing up for their services.
  
  I called them this morning around 0900 and spoke to Ernest. He claims I signed up for this back in 2014. I cancelled the service after he told me that I couldn’t cancel through them. Then he said I could. Hmm…. He says it can take up to 2 billing cycles for them to stop charging me. Now I need to figure out how to dispute that. I have asked this company to send me an email and paper copy of whatever I signed up for as well as an email of my cancellation. Haven’t received it yet. I have a call with PG&E tomorrow to review it all. And figure out how to dispute any further fees.

  Business Response

  Date: 02/23/2023

  Good Morning,

  IGS mailed your paperwork on 02/21/2023.  I have attached your signed proof of enrollment.

   

  IGS does show your account is in the process of being cancelled.

  
  Thank you

  IGS Energy

• Initial Complaint

  Date:02/20/2023

  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.

  Door to door salesmen came to our house around August and told us NOPEC, our current supplier, was ending our contract with us and we needed to switch to their company. He said we would have a fixed rate that would make our bill significantly lower. We were signed up for a 36 month contract and didn't realize how much our bills were increasing because our bills are on autopay, I looked up our statements and compared them to our NOPEC rates, IGS rates close to doubled! I called customer service and was essentially told there was nothing they can do unless I pay $199 PER SERVICE (so $400) to cancel my contract with gas and electric. The salesman was very predatory, rushed my husband signing the papers (didn't even turn his car off in our driveway) and was extremely deceptive. We were happy with NOPEC and was not aware of any contract change, so I believe this whole situation was a huge scam. Now we are stuck paying double our bills and the company has no remorse. I would never, ever EVER recommend this company to anyone.

  Business Response

  Date: 02/23/2023

  Good Evening,

   

  IGS will be reaching out to review the complaint.

   

  Thank you,

  IGS Energy.

• Initial Complaint

  Date:02/19/2023

  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.

  got notice from Dominion saying igs clam's to be my supplier NOT TRUE, never agreed to them talked to them or in anyway had com=contact with them,and this is a SCAM clam by them.
  they have NO RIGHT to just change me. I see this as a SCAM and FRAUD attempt by them.
  these things need to STOP.

  Business Response

  Date: 02/22/2023

  Good Morning,

   

  The account was placed with IGS per the utility SCO program.  IGS did not enroll the account.

  What is SCO?
  The Standard Choice Offer is the rate most residential and small nonresidential customers who are eligible for Energy Choice, but have not chosen a supplier or joined a municipal aggregation program, pay for their natural gas consumption. These customers are assigned to a retail natural gas supplier and pay the same monthly variable SCO rate, regardless of the assigned supplier.
  SCO commodity service is provided by retail suppliers in conjunction with the EnergyChoice Transportation Service-Residential (ECTS-R), EnergyChoice Transportation Service-Nonresidential (ECTS-NR) and Large Volume Energy Choice Transportation (LVECTS) rate schedules.

   

  Thank you,

  IGS Energy