Business Profile

Energy Service Company

IGS Energy

Headquarters

Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:02/14/2023
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 had a large increase on my AEP and Columbia Gas bill. I reached out to AEP and they said IGS was my supplier on the bill and I had to approve that. I didn’t approve it. I contacted IGS for help with this and they said a lady came to my door and I approved it through her. They’re charging me $199 for AEP and $199 for Columbia gas early termination fee to have them removed from my bills. The only door to door contact I had was with a girl that came to my door and told me that AEP energy was on my bill and it was causing me to pay more money. She said she’d like to help me remove that from my bill. She didn’t mention anything about adding another company to it. They refuse to wave these termination fees and I am on a fixed income as I am disabled. This company was not up front nor were they honest about what they were doing.
Business Response
Date: 02/22/2023
Good Morning,

IGS shows that we spoke with the customer on 02-14-2023 and agreed to waive the $199.00 early termination fee for both accounts.

Thank you,
IGS Energy
Customer Answer
Date: 03/02/2023
[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:02/13/2023
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.
Gas supplier took over from Dominion with whom I had signed contract. Quadrupled my rate without notice. When I called for any adjustment there was no help and I will end up paying the extra charge for the nest billing cycle as well. That is an extra charge of over $400. This is an excessive amount and I tried to settle for an adjustment of rate and that was not addressed and they were in a rush to sign me up for a binding contract for futura
Business Response
Date: 02/15/2023
Good Morning,

Please find attached two letters IGS mailed regarding your contract term ending. IGS did send notice to your utility company to cancel your account. At this time the utility has control on when IGS stops appearing on your bill.
This process can take one to two billing cycles.

Thank you,
IGS Energy
Customer Answer
Date: 03/01/2023
****** *********** <*****************>
Feb 24, 2023, 1:28 PM (5 days ago)
to disputeresolution

Hi ****** *****

Thanks for the letter with explanation and your follow up phone call.

I am really disappointed with the company. I signed up with Dominion and was not even aware that IGS took over. I did not get the mails that is attached with the response that you had sent. It must have been missed. But honestly without proper agreement and no follow up emails or phone communication, it is disrespectful to charge a consumer over 3 times the bill. When I called them, they were not willing to adjust the rate nor to make any kind of accommodation

There are many ways to do the business

1. They could have included the upcoming changes in the bill and not part of the letter
2. Follow up with a phone call
3 Practice proper customer service for being a loyal customer who paid all the bills with either retroactively or proactively adjust the extra charge

I don’t think this is a resolution. The company should refund me and this sort of scams should not happen again to any other customer in future. I am a single parent working 3 jobs and honestly don’t have the time or energy to go through this kind of marketing scms

Your follow up email and message after the letter was a classic example. I didn’t get an email but your voicemail prompted me to check my paper mail. That is proper business and human courtesy

Thanks for your help in this matter
****** ***********

Business Response
Date: 03/01/2023
Good Afternoon,
9
IGS cannot place notes on the utility bill. The Rules require a letter, IGS followed the rules.
IGS did not make an error so we cannot credit.

Thank you,
IGS Energy
Initial Complaint
Date:02/06/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My total bill for 2003 KWH in January was $430.30. I used 2174 KWH in February, 2022 for a total bill of $331.73. I was not informed that the rate increase would be going up nor did I agree to it. I am on a fixed income and cannot afford this. When I attempted to call IGS energy to cancel the account several times, the line went dead each time.
Business Response
Date: 02/06/2023
Good Afternoon,

IGS shows we purchased your account form Dayton Power and Light Energy in 2021. At the time your account was on a MTM viable rate. The rate follow the Electric market. This is why the price increase.

IGS processed your request to cancel per the call made to us today. IGS will notify Dayton Power and Light today, IGS must allow Dayton Power and Light one to two billing cycles to process the cancellation.

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

Complaint: 19339228

I am rejecting this response because:
I do not understand the response. I was told there was an error made that incorrectly moved my account to the higher rate, not that I was on a "viable" (variable?) rate. I also question the purchase of my account in 2021 (which I did not request) and was told there was no authorization signature on file although their records indicated that two pieces of mail had been sent (which I never received). I was offered a lower rate and contact by telephone when the rate changed which I rejected. I did request a cancellation and return to AES Ohio electric supply.

Regards,

****** *****
Business Response
Date: 02/09/2023
Dayton Power and Light sent a letter advising of the purchase. IGS energy also sent a letter in 2019 stating you would be on a MTM rate. IGS will send a copy of the letter to you by mail.

Thank you
IGS Energy.
Initial Complaint
Date:02/04/2023
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.
IGS Energy started to supply natural gas to our home starting in October 2022 without signing any contract and without any notification. Washington Gas is the the distributor.
I was alerted by the billing indicating HIGH cost of gas. My monthly billing was almost doubled.
Contacted IGS and Washington Gas to find as to what was happening. From January 10 and onward, I have spent few hours on telephone to seeking answers about the situation. Neither of these companies provided any basis for IGS taking over as gas supplier. On February 3, 2023, I learnt from Washington Gas that they issued a letter on August 26, 2022 about the new gas supplier. I never received any such letter. IGS had accepted that they have never issued any letter to us about them becoming our gas supplier.
Prior to IGS taking over, Dominion was our gas supplier. I had received a letter from them In July 2022 indicating fixed rate period is going to be over soon and they would continue to supply gas. Never heard afterwards from them.
Since I had no contract with IGS, I switched over to Constellation to supply gas to us.
I am requesting that IGS should refund us the overcharged pricing and desist from threatening us to charge cancellation fee (for not contract in place).
IGS does not seem to be ethical in their business practices.
It has been extremely frustrating to reach out on telephone; kept on hold for 20, 30, and 50 plus minutes each time before talking to a representative. However, the entire effort was frustrating and nonproductive.
Please see if you can help us in resolving this matter.
Business Response
Date: 02/17/2023
IGS purchased your account from Dominion Energy Solutions.
Please see notes.
6/14/2019 – Customer called DES and switched prices to $0.395/therm through the August 2022 meter reading (was previously enrolled into $0.420/therm through the May 2021 meter reading).
6/18/2019 – DES mailed terms and conditions.
6/2022 – DES mailed renewal letter.
7/2022 – DES mailed supplier transfer letter.

Your Dominion Energy contract renewed to month to month rate. This allows you rate to change with the marketer. IGS does show your contract is now cancelled.

Thank you,
IGS Energy
Customer Answer
Date: 02/22/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 19334140

I am rejecting this response because: (1) There was no communication from either Dominion Energy Solutions (DES) or for IGS Energy about the rates they were going to charge. As such, customer was not given any choice to accept IGS as new Supplier of Gas in place of DES.
None of the letters attached listed any rate for gas supply. Customer was kept in dark. Why? Washington Gas and DES knew as to what was going on behind the scenes.
Customer was forced to pay almost more than double the rate by being kept in dark. I am sure this is not an ethical business practice to charge HIGH rate without informing the customer.
I request that IGS (and DES) both be held responsible for charging high rate and reasonable money should be refunded to the customer.
I appreciate the efforts made by BBB to address customer concerns and hope for a better outcome.

Regards,

******** ******
Business Response
Date: 02/23/2023
IGS billed at the market based rate. The market had increased in the months in question. IGS is not able to give credit.
Thank you,
IGS Energy
Initial Complaint
Date:01/30/2023
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 was overcharged $307 on my Jan 2023 utility bill by IGS Energy. I received letter from IGS Energy notifying me that my fixed rate for natural gas service was expiring and I needed to contact them by Dec 20, 2022 or my rate would change to the variable rate of $1.299 from the current rate of $0.0379/ccf (a 342% increase!). I called IGS on Dec 20, 2022, as specified in their letter to me, and advised them that I had switched providers earlier that day (I had signed up online with a new provider prior to that call). However, the notification letter did not mention that it would take a full billing cycle (a month) to switch providers. Consequently, the deadline they provided was misleading--it was a full month later than the actual, effective deadline. I was very surprised to see my next utility bill in Jan 2023 included a charge from IGS for $307 more than my contracted rate! I called IGS and spoke to a supervisor. When they said they couldn't do anything about it and I should be glad that I wouldn't see IGS on my bill in the future, I asked if I could speak to her manager, she said she could do that. But, as I found out later, she instead transferred me to a peer, another supervisor who likewise indicated there was nothing he could do to rectify the overcharge. In short, I was again mislead. I am asking for the $307 overcharge (the difference between what I should have paid in January for my usage at the contracted rate versus what was billed).
Business Response
Date: 02/07/2023
Good Morning,
IGS purchased your account from Dominion Energy Solutions. Dominion Energy Solutions sent a letter at the time of purchase. IGS also sent the two attached contract renewal notice.
IGS shows we spoke with you on 1/30/2023 and advised of the purchase and contract renewal. As IGS followed the rules of the choice program, no credit is due.

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

Complaint: 18955040

I am rejecting this response because, as described in my complaintt, IGS did NOT comply with the conditions outlined in the letter they sent to me. I acted according to the instructions in the letter within the stipulated timeframe (letter is attatched to my initial complaint to the BBB). The IGS agent admitted the letter was misleading but said they would not refund any amount regardless.

Regards,

***** ****
Initial Complaint
Date:01/30/2023
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.
IGS FRAUDULENTLY changed my gas service. I never consented, authorized, or signed any agreement. I did not see it on my bill until the $430 bill came when my service has never been that high and I saw they are charging 1.29 per CCF, when the rate is supposed to be .91 thru my authorized provider. I demand a refund of the 4 months of charges that were never authorized.
Business Response
Date: 02/01/2023
Good Afternoon,

IGS Energy, purchased your account from Dominion Energy Solutions. Please see notes from Dominion.
Customer was included in DES’ October 2019 campaign and
received an offer in the mail for $0.482/ccf for one, two, or three years.
12/3/2019 – DES received and processed the attached
reply card that was affixed to the bottom of the offer letter referenced
above. Reply card authorized the enrollment through the October 2020 meter
reading.
12/5/2019 – DES mailed the terms and conditions.
7/2020 and 8/2020 – DES mailed renewal letters.
6/2022 – DES mailed supplier transfer notice.
IGS sent price notice letter on 11-30-2022.

No credit is due as IGS followed rule of choice program.
At this time IGS shows your account still active on a Month to Month rate.
You can lock in a few rate at any time.

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

Complaint: 18953619

I am rejecting this response because: I received NO SUCH NOTICE. If I received a notice, why would I need to cal, UGI to find out they sold my business. REFUND MY STOLEN FUNDS.

Regards,

****** ******
Initial Complaint
Date:01/30/2023
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.
I previously obtained gas supply charges from Dominion Energy Services. IGS Energy purchased Dominion Energy in 2022 and took over my account. On December 12, 2022, I cancelled service with IGS through PECO Energy. The rate at the time was $.599 per Ccf. After cancelling, the rate magically became $1.2991 and was billed to my account for January of 2023. I am now told by IGS it takes two months to cancel the service. IGS has doubled my rate and continues to collect money from my account after cancelling on De. 17, 2022. I never authorized IGS as my gas supplier. When cancelled in December they continue to provide service and bill my account. Phone conversations to IGS indicate that I received letters about the conversion from DES to IGS that I do not recall receiving. They also indicated they do not have a variable rate, but informed me the rate I currently have is a variable rate. IGS is shady and I want a refund of my money from the date of cancellation.
Business Response
Date: 02/04/2023
Good Afternoon,

Please see attached contract renewal letters sent by IGS. The letters explain the rate would go to a month to month variable rate.
IGS does not have control over how long a cancellation takes, IGS must allow the PECO, One to two billing cycles to process the cancellation.

No credit will be given.
Initial Complaint
Date:01/30/2023
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.
IGS Energy is absolutely a scam and unethical. *******, the supervisor, lacked customer service skills and wasn't helpful at all. She honestly didn't care and was rude! IGS said they contacted us twice about a price increase and we never received the letters in the mail. It's a SCAM! Our prices went up 242% from December to January. I am reporting this company to the state. Dealing with IGS was by far one of the worst experiences I've had. I don't know how ******* and the other employees sleep at night stealing from hardworking citizens. DO NOT sign up with them.
Business Response
Date: 02/04/2023
Good Morning, IGS purchased the account form DES Energy. Below and attached you will find DES account info. • Customer was included in DES’ Dec 2019 campaign and received an offer in the mail for $0.379/ccf for one, two, or three years. • 1/14/2020 – DES received and processed reply card, authorizing enrollment into the above referenced price through the Dec 2022 meter reading. • 6/2022 – DES mailed supplier transfer notice. On 10/11/2022 and 11/02/2022 IGS sent price change notice letter to the customer. IGS was informed on 1/17/2023 that the customer would be switching to another supplier by the PECO. On 1/30/2023 customer called IGS about pricing. IGS explain the purchase and letters sent. IGS advised no credit is due.

IGS also sent this information to the Pennsylvania Public Service Commission.

Thank you,
IGS Energy.
Customer Answer
Date: 02/06/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 18950048

I am rejecting this response because:
I never received the letters IGS alleges they sent out. We have had mail theft in the area and mail has been unreliable. You can refer to this in the news for Delaware County, PA. I would hope that IGS would email and/or send another form of notification, such as a phone call or text message. It's ridiculous that in in 2022/2023 you expect people to receive snail mail in a timely fashion and without issues. Most companies communicate via email and texting as well. Making such a huge change should require a signature or authorization from me prior to the switch. My bill for the month went up by $344 just for gas. This is significant change and it should have been communicated to me and I should have had to sign off on something regarding the change. Assuming I received the mail and then making the change without my knowledge or confirmation of receipt of the letter is highway robbery and poor business. There are many other complaints on message boards and review sites complaining about the very same thing from IGS - that people didn't get the letters notifying them of the change and then a huge price increase occurred. So, it is not just me. There is a pattern of behavior. This is at best poor business practice and at worse, fraudulent behavior. It should be investigated.

Regards,

********* ******
Initial Complaint
Date:01/26/2023
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 April of 2022 we decided to go solar with a company called Momentum Solar.The gentleman came out, sat at our table and talked about why we should go with them.We even put a whole new roof on in order to get solar.Going solar is a nice way to save on electrical bills they say.It’ll be a quick setup, and turn on they say. It took 4 months to turn us on, and we are actually paying more,seeing as there are now 2 different places we need to pay a month for this solar issue we got ourselves into.They also explained that if and when anything should happen to the panels and such that they are very quick to solve the problem.That, not only do they know immediately about it, but we do also in the App Enphase, that we have on our phone. Well here is where the problem starts.Our inverters were not reporting at the end of the year in 2022. I want to say October/November. If it had not been for me calling every other day, we would still be offline from that instance. It took 6 weeks. Momentum blaming IGS, and visa versa. Well, here we go again, around the 17th of December 2022, When we switched from Eversource to Constellation as a provider for electric, my inverters are NOT reporting again. Did they “solar” tell me? No. I find out by looking at my app.On the phone every other 3 days, they still don’t have it back up and running.I not only have to call Momentum, but have to call IGS when this happens.One hand doesn’t talk to the other.Momentum vs IGS.I am stuck with them for the rest of my life here in this house.This system.These companies.I purposely waited to get solar for like 4 years afraid of this type of thing happening.My husband is retired and I am disabled. IGS charges us about 65.00 a month, and Momentum goes onto our electric bill which is approximately 220.00 a month.This is more than what we paid on an average bill.We are in a 2 bedroom house at 840 square feet.Nonsense.They“Momentum” have not lived up to our expectations in any way, shape,or form.I need these inverters fixed NOW.And within a week when they do go down again, which they really should never go down.To top it all off, IGS has still not gotten me online in order to look at my bill, or their site.They keep telling me to change my password and leave me alone after that knowing i'm still not online into their site.
Business Response
Date: 01/30/2023
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

IGS Solar Support

Customer Answer
Date: 01/30/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 18936364

I am rejecting this response because:
Although IGS says this, they have NOT been here yet to do anything. IGS, goes hand in hand with MOMENTUM, whom I also reported and are in you BBB articles 960 times in 3 years. IGS did call me today saying that Momentum will be in touch today with me to set up an actual appointment, it is 6pm, and I still have NOT had a call. So until this situation is fixed, please keep it open with the BBB.

Regards,

***** *****
Business Response
Date: 02/24/2023

We have confirmed that the
system issues have been addressed. IGS Solar has followed up with the customer
to ensure all of their concerns have been resolved as well.

Thank you,

IGS Solar Support
Customer Answer
Date: 02/28/2023
[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:01/26/2023
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.
I have been dealing with IGS for longer than id like, i have asked them to not come to my house sometimes they dont even wear anything that says they are with IGS more or less trapping you into a long drawn out conversation with one of their "agents" that you dont want, i requested that they not park in my driveway or even think about coming to my house, and yet it seems every month to every other month i continue to be harrassed by them, they want to sell their service, which would be an alternative gas provider, i have tried ignoring them before, but them continually knocking at my door often times when im not home, making my dogs go nuts, and blocking my car in the driveway have annoyed me enough to confront them and tell them to leave, i am then met with a lengthy discussion regarding my gas bills in which they want to see copies of my bills, i have said i didnt feel comfortable with that and yet the conversation doesnt end, all i want is to be left alone i pay my bills to dominion and use the same service i have for years, and yet it never ends, this company will continue to harass me regardless of how many times i email or call their "customer support" they dont care, and one time i did end up breaking because of how many times they came which is intimidating tactics, and they charge more than the standard provider so they dont really save any money for anyone, i just want them to stop!
Business Response
Date: 01/26/2023
Good Evening,

IGS added the account to our DNS database. You will receive a contract renewal letter from us as your gas account is being supplied by IGS Energy.
If you would like to review your account please call us at 800-280-4474.

Thank you,
IGS Energy

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