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:03/02/2024
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.
May 2023 I received a past due notice from IGS indicating that since DP&L had not received full payment that DP&L would not forward payments to IGS
Account number *******-**********
Is this a failure on my part to understand a contract I signed with IGS. I was told no separate billing would occur that my bill would still be with DP&L. Then when I tried to just pay the bill in July without questioning what was going on, I was directed to a collections company that seemed shady to me, first it asks if I want to dispute the debt, which solidified the original thought that I would not get a separate bill. Then, it was only payable by check thru the mail, I couldn't see anything on line. And when the business answered the phone they didn't identify themselves as the business name on my debt collector statement. Since July 2023 no further bills have shown up. I think this was a scam from IGS ? Other than scamming you to sign up for their service, do they scam the consumer with false billing too ?
Business Response
Date: 03/11/2024
Good morning,
IGS does show that the account was referred to our 3rd party collections.
The amount due is 1*1.30.
Please reach out to IGS at ***************

Thank you.
IGS Energy
Customer Answer
Date: 03/11/2024
[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:02/26/2024
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 received my Duke energy bill and seen fees from IGS, when I called them they said I signed up 2 years ago with someone that came to my door, I never signed anything with someone at my door. I told them I wanted to cancel and was told I could not do so until September 2024, this is February so because this company is a scam I am to pay these crazy fees until then???? This should be against the law
Business Response
Date: 02/27/2024
Good afternoon,
Please find attached the signed contract documents for the IGS Energy enrollment. In order for IGS to enroll the account a customer must sign the documents attached and provide IGS Energy with the utility account numbers.
IGS feels we have a valid enrollment.
Thank you,
IGS Energy
Initial Complaint
Date:02/19/2024
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 gas supplier is charging triple what other providers are charging. My gas bill has never been as high in the 14 yrs that I have lived in this house. They are excessively over charging and they also charging a 200 dollar cancelation fee after being a customer for 2 years. This company is a rip off to its customers. I should not be penalized for switching companies when they are excessively over charging their customers
Business Response
Date: 02/20/2024
Sorry to hear you are not
please with IGS.

IGS has sent a response to your PUCO complaint and will continue
to work with you and the PUCO to resolve your concern.

Thank you,
IGS Energy
Initial Complaint
Date:02/15/2024
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.
Had a contract for gas supply with them that expired in Jan 2024. We canceled with them on Dec 5, 2023 and then they never processed the cancelation so they billed at a much higher rate on our Feb 2024 bill. Had to cancel again today which can take time to switch gas suppliers from today. I want our price from IGS Energy to be the same as our contracted price until the switch is completed. They need to provide bill credits to adjust the price until we are switched back to Washigton Gas our gas distributor.
Business Response
Date: 02/15/2024
Good afternoon,
IGS reviewed the call from 12/05/2023, on the call IGS was informed the customer would be switching suppliers. IGS advised the customer of her contract end date and that when the other supplier submits the enrollment the utility will notify IGS.
The customer did not ask IGS to cancel the account.
No credit is due.
Thank you,
IGS Energy
Customer Answer
Date: 02/15/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21297372

I am rejecting this response because: I did call on Dec 5, 2023 to cancel my service with IGS effective at the end of my contract in Jan 2024. I was clear on the call that I was switching gas suppliers and wanted to cancel with IGS. I even asked for a cancellation confirmation that they did not provide. I’m not sure what they think I was calling for on Dec 5, if it was not to cancel service with them at the end of my contract. Their response is unacceptable.

Regards,

**** *****
Business Response
Date: 02/19/2024
Good Morning,
  IGS Energy has been in contact with the customer,
and we are working 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 Energy
Customer Answer
Date: 02/25/2024
[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. A refund has been issued as requested.

Regards,

**** *****
Initial Complaint
Date:02/15/2024
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.
I came home after cataract surgery & heard my wife talking to someone at the door. I saw 3 brochures on the table from IGS warranty programs from a man, Senior Territory Mgr. ****** **** at the door who was from IGS. We are not been a customer of theirs for over a year. He had my wife sign papers to sign us back for electric & gas supply.
She didn't know what she was signing. Usuallly she doesn't sign anything like that. I usually do those types of things. But I had surgery & was napping upstairs. So I called IGS this morning & they informed me they also had sold her a home protection plan. I cancelled all three plans he sold her. He left no receipts or contracts only the 3 brochures of the plans. She wasn't aware this is what she was signing for he did not make that clear & did alot of smooth talking.
Business Response
Date: 02/15/2024
Thank you for your feedback. IGS will share with the agent's manager.

Thank you,
IGS Energy
Customer Answer
Date: 02/23/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21297174

I am rejecting this response because: That action is fine for IGS talking to the agent but I am very ,concerned about the switching of my gas and electricity accounts to IGS and adding a Home Warranty Plan. His actions raise my electric supply rate by 60% and my electric rate by 98%…..in addition a Home Warranty Plan by who knows the cost! I want WRITTEN letters of cancellation stating that these have been cancelled.

Regards,

*** *****
Business Response
Date: 02/28/2024
Good morning,
All accounts are cancelled with IGS. No billing from IGS will take place.
A letter was sent regarding the cancellation on 02/15/2024.

Thank you,
IGS Energy
Customer Answer
Date: 02/29/2024
[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:02/14/2024
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.
This lady showed up to my house. Would not leave without seeing my energy bill to "compare rates" and signed me up when I absolutely told her no! On my security camera at that!! You guys owe me quite a bit of money and I want taken off of your business platform. I will literally take legal action and sue this company if my money is not returned and I myself am not removed. Toledo ****** is my supplier and has absolutely nothing to do with you and you incorporated business scam. What you did is completely illegal and I am seriously considering taking this into legal action. You guys don't even have the correct phone number for my account it's impossible because I did not provide it to you. I called their customer service to attempt a cancellation and was told I was not in their system, not a customer etc. I'm furious right now and do not want to be contacted by this business directly if BBB Can handle this at this point id greatly appreciate the help. Thank you.
Business Response
Date: 02/19/2024
Good Morning,

Please see attached signed enrollment
documents. IGS also show we sent the welcome letter by email on
10/26/2023, welcome email was opened.
Oct 26, 2023 11:37:39 AM

Communication - Communication Sent

Welcome Packet
Hide Details
View Document
Status: OPENED
Email Address: *************************
Mailing Address: N/A
IGS has billed the account for 2 months at the
rate of .0989 kwh.
Toledo ******** rate is currently .1045 per
kwh.
This equals a saving of $13.72.
IGS will send notice to Toledo ****** to cancel IGS as your supplier. It can take one to two billing cycles for IGS to be removed.
You cancel confirmation number is ***********.

Thank you,
IGS Energy

Customer Answer
Date: 02/27/2024
Complaint: 21295922

I am rejecting this response because:
It has not only been two months. I have received a letter from Toledo ****** I was removed from igs but no mention of my money back to me they have billed me through my Toledo ****** bill. I absolutely did not save any money. Actually I received a disconnect notice trying to figure out why I was being billed so much and had to end up paying everything regardless. So thanks for legally removing my illegally signed up account now can we move forward on my money being returned.

Regards,

***** ******
Business Response
Date: 02/27/2024
Good afternoon,
Once IGS send notice to the utility we must allow one to two billing cycles to remove your account. IGS is only showing the below billing.
01/12/2024 02/08/2024 Actual N/A 1200 kWh N/A N/A 27 N/A 0.0989 $118.68
12/12/2023 01/11/2024 Actual N/A 1250 kWh N/A N/A 30 N/A 0.0989 $123.63
As stated below the rate of .0989 is lower than the Toledo ****** rate.
Please provide bills you show IGS Energy on.

Thank you,
IGS Energy
Initial Complaint
Date:02/13/2024
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 SOMEHOW GOT MY ACCOUNT NUMBER AND ENROLLED ME TO MY ELECTRIC AND GAS THROUGH COLUMBIA GAS CO ON JULY 12, 2023. I DID NOT DO THIS AND NOW AM PAYING MORE FOR MY GAS AND ELECTRIC. THEY WON'T LET ME CANCEL UNLESS I PAY A
$95 FEE. THEY SAY I SIGNED UP ON THE PHONE OR EMAIL? I ASKED FOR A COPY OF MY SIGNATURE AND THEY DO NOT HAVE IT. THEY JUST HAVE A AGREEMENT WITH NO SIGNATURE. I TRIED TO CANCEL AND THEY SAID I CANT. COLUMBIA GAS SAYS MY LAST BILL WOULD HAVE BEEN 40 DOLLARS LESS IF I HAD GONE WITH THEIR AGGRIGATE PLAN. THERE ARE 168 COMPLAINS IN THE LAST 3 YEARS AND 69 COMPLAINTS IN THE LAST 12 MONTHS WITH THIS BBB. THEY ARE A TERRIBLE COPANY.
Business Response
Date: 02/14/2024
Good Afternoon,
IGS has sent a copy of your enrollment call and terms and conditions to your email.
Please free to reply to the email if you have any question or concerns.

Thank you,
IGS Energy

Customer Answer
Date: 02/15/2024
I do not accept the response to my complaint . I cannot open the documents they set me because they are not combatable with my computer. Can they send another format?

Complaint: ********

I am rejecting this response because:

Regards,

***** *****
Business Response
Date: 02/19/2024
Good Morning,
IGS sent the enrollment call again on 02/15/2024 as an MP3, per your email.
IGS will mail all the paper documents.
Thank you,
IGS Energy
Customer Answer
Date: 03/06/2024
Hello. This is ***** *****, calling ###-###-####. And I'm calling in regards to complete number ********. And I tried to respond to the other party. But the code expired. So I couldn't do that. So, I need to talk to you, just see what the messages for me for their complaint, and I will talk to you soon, 3, *********. And, again, my name is ***** *****. Thank you.
Customer Answer
Date: 03/11/2024

Oh, this is ******. Calling back about a Complaint Number ********. I did get a e-mail about it, but when I entered the code, it said it was expired. So I don't know how to proceed. but I did get a response from them. and they went through the PUC. Oh. And I guess they're not going to charge me any cancelation fees. And they're going to credit me under the month. I guess that they overcharge me. So I'm pretty happy with the results. But if you want to talk to me about it, I can be reached at ******** bleak. Thank you. Bye.
Initial Complaint
Date:02/12/2024
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.
DO NOT USE IGS.
I feel like I have been completed scammed by this company and now I am locked into a 24 month contract or I have to pay $300. Salesman, ***** ******* pushed his way into to my house and promoted IGS as my supplier, what he failed to mention was that I was signing a contract, there would be termination fees and that their prices are the highest in the area. He lied about everything he presented to me.
Customer service said they were unable to find any exceptions in my contract so I was forced to rejoin my contract to avoid paying fees and ultimately continue to pay more a month. I am completely beside myself. This company is a scam. Do not even entertain anything they have to say.
Business Response
Date: 02/20/2024
Good Morning,

Mr. ******* manager would like to speak with your regarding the sale. If you could please return call to ***** **** at ###-###-####.
Thank you,
IGS Energy
Initial Complaint
Date:02/12/2024
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.
This company is out of control I had no idea that when I did my transfer that the company who supplies the solar panels went out of business until I reached out for a work order. I'm a new home owner I been waiting for a month for igs to send one of their maintenance team members out. I keep calling and emailing them asking for an update. They keep saying someone will contact me and they never do. I been waiting since March 11th 2024. Funny how they want people to keep paying for services when they aren't keeping up their end of their contract to do right by their customers. People should not be waiting months to have their roof looked at that can lead to further damages. This is extremely frustrating and unprofessional on their end.
Business Response
Date: 02/20/2024
IGS Solar has been in contact
with the customer, and we are working with everyone involved to help resolve
this situation. Putting customers first is one of our core values at IGS
Energy, so we’re committed to finding a satisfactory resolution for everyone.

Thank you,
IGS Solar
Customer Answer
Date: 02/21/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21280347

I am rejecting this response because:

I am still waiting for a company to contact me in regards to this matter. I was told it should take 3 to 5 business days. Until someone actually comes out to do their job I don't consider this matter handled.

Regards,

******** ******
Business Response
Date: 03/21/2024
Putting customers first is one of our core
values at IGS Energy, so we’re committed to finding a satisfactory resolution.
The assigned contractor has been reaching out to the customer to get a service
date scheduled. Please return their message or give them a call at ###-###-#### to complete the scheduling.

IGS Solar Support
Customer Answer
Date: 03/25/2024
[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. The service was finally completed by the contractors who actually do better business than IGS Solar.

Regards,

******** ******
Initial Complaint
Date:02/01/2024
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 am rejecting this response because:
I need confirmation that we are not going to be charged anything in this matter. Not now and not ever. Cancelling a service should not take 1-2 billing cycles to process for any company. We also specifically believe that we do not owe the subscription fee of $91.05 that was sent to us because of the misleading nature of what was explained to us. I want to ensure that our subscription is definitively cancelled and that no charges will be applied at any point whether now or in the future. I would like to be refunded any and all money paid towards this misleading service
Business Response
Date: 02/06/2024

Good Morning,

Attached you will find signed contract documents from a sale made on
10/25/2023.
IGS also emailed a copy of the welcome documents to [email protected] on 10/25/2023.
IGS shows on 02/02/2024 we received a drop notice from the electric
utility the account was switching to another marketer.
IGS has no control over when this switch takes place.
The customer also called IGS on 02/02/2024 to cancel the gas
account. IGS sent noticed to the gas utility same day.

IGS must allow the utility one to two billing cycles to process, this is out of
our control.
Both the gas and electric carry an early termination fee and
both have been billed.

Thank you,
IGS Energy

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