Complaints

• Initial Complaint

  02/07/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Eligo energy is running a bait and switch sales tactic. They tell you they will offer lower rates for your energy bills and you stay with your current carrier. I switched over to them and didn't notice a difference in my price, then after several months they increased their price 4 times the initial amount. ***, my energy provider made me aware of this and I can see it on my statement. I'm paying Eligo to source the energy for me, that I'm already paying DTE for. So, what exactly does Eligo do beyond scamming people? I don't see any value or service being provided just them taking my money. I have called them twice in January of 2025 to cancel their services and I'm told it will take 2 months by one rep and the 2nd said it would be the next billing cycle. I asked the 2nd rep to send me an email confirmation and she confirmed but I never received one. Meanwhile I'm paying 3 times as much as I should to heat my home. I do not understand how this is legal. I would like to see a contract in which I signed and I would like my bill to be corrected ASAP. They are taking advantage of folks, I can only imagine how many households are being double or triple charged and don't realize it. I'm requesting a copy of the contract that I signed, their cancellation agreement and an explanation of what their company does exactly. Telling me that they help source energy from your supplier is a joke, DTE knows they are a scam, they are the ones that explained it to me.

  

  Business response

  02/12/2025

  Good Morning/Afternoon, 
  
  ***** ******* authorized the switch of their natural gas supply service on 05/05/2023 via third-party verification. During the enrollment, the customer agreed to a price of ******** per Ccf for a 3-month fixed rate term, then a market variable rate for any service periods thereafter. The person who authorized the switch stated that they were the person authorized to make changes to the account. The *** repeats "Eligo Energy" as the supplier's name several times. After providing this information, the *** asks the customer to "please say yes to confirm". The *** is attached for your convenience. We do not believe the *** misrepresents the enrollment process, the products offered, or Eligo Energy specifically.
  
  In addition, Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 05/06/2023. The Welcome Packet is also attached for your convenience.
  
  The variable rate is specifically addressed as a "market variable rate" in the *** and Terms and Conditions Agreement. A market variable rate may change monthly without limit and may be based on market and wholesale factors, weather, and pricing strategies.
  
  Eligo Energy automatically mails the customer a fixed rate expiration notice via postcard 90 days before their expiration date, notifying the customer that their fixed agreement will expire and, absent renewal, the customer will pay variable prices, subject to change monthly without limit. Here, the customer's fixed rate was set to expire on 09/03/2023 and was mailed an expiration notice postcard on 06/24/2023. Additionally, Eligo Energy notifies the customer clearly and conspicuously within their contract that the fixed rate will become variable upon expiration of their contract. The *** also states that after the contracted term, the account rate will switch to a market variable rate. The expiration notice postcard is attached for your convenience.
  
  On 01/14/2025, the customer called ********************** requesting cancellation and our customer service promptly submitted a drop request to ******** The cancellation was processed immediately, and we received a service end date of 01/30/2025 from ******** On 01/29/2025 Eligo Energy emailed the customer and confirmed that their account was set to drop on 01/30/2025. The email was sent to *******************************.
  
  While we empathize with the customer, no refund will be provided since the switch authorization was valid and the natural gas was purchased by Eligo and consumed by the customer.
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  **** *******
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Received a phone call from ***********************. She mentioned I am eligible for a lower rate, then talked as if I was changing from my current energy supplier without actually asking if I would like to change. I looked up the company and found negative reviews. I told her I didn't state I was changing. I verified the company name again. When I told her I am looking at all the negative reviews she hung up on me.

  

  Business response

  04/03/2024

  Good Morning, 
  
  On 03/26/2024, *********************** a sales agent for Spartan (our third-party marker) attempted to enroll *************************. Durring the call **************** was offered a 1-month variable rate contract with the initial month at $0.0459 per kWh. The customer declined the offer stating that it was due to negative reviews that she saw online. The sales agent thanked **************** and then disconnected the call.
  
  We have added the customer's phone number ************ to our Internal Do Not Call List. We kindly ask the consumer to please allow for up to 30 days for it to take effect so our third-party marketers have time to process the update to the list. Note, the 30-day waiting period is permitted under federal telemarketing laws, see 47 C.F.R. 64.1200(d).
  
  Please let us know if you have any further questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

  Customer response

  04/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This serves as a complaint against Elgin Energys deceptive business practices. They made an unsolicited call to me offer gas rates lower than DTE Energy when in fact their rate is 3 times DTE Energys rate causing my gas bill to be $600 for one month, which is 3 times my previous bill. I should be refunded the excessive costs. I requested Eligo rescind enrollment effective immediately. Im waiting on their response. They should not be allowed to be in business. They are taking advantage of consumers and if BBB dont take action to stop them they are equally culpable. Thank you.

  

  Business response

  03/14/2024

  Good Morning, 
  
  ********************* authorized the switch of their natural gas supply service on 02/22/2022 via third party verification. During the enrollment, the customer agreed to a price of ******** per Ccf for a 1-month variable rate term, then a market variable rate for any service periods thereafter. The person who authorized the switch stated that they were the person authorized to make changes to the account. The *** repeats "Eligo Energy" as the name of the supplier several times. After providing this information, the *** asks the customer to "please say yes to confirm". The *** is attached for your convenience. We do not believe the *** misrepresents the enrollment process, the products offered, or Eligo Energy specifically.
  
  In addition, Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 02/25/2022. The Welcome Packet is also attached for your convenience.
  
  The customer's account received the ******** per Ccf rate from 04/20/2022 to 6/17/2022.
  
  Eligo Energy received a cancellation request on 03/11/2024 from the customer and our customer service promptly submitted a drop request to DTE. The cancellation was processed immediately, and we received a service end date of 04/18/2024 from DTE.
  
  Concerning the customer's allegations of deceptive business practices and high bills. The customer willingly enrolled in a ******* variable rate product. The variable rate is specifically addressed as a "market variable rate" in the *** and Terms and Conditions Agreement. A market variable rate *** change monthly without limit and *** be based on market and wholesale factors, weather, and pricing strategies. In addition, Eligo Energy has no record of the customer calling to cancel his account after the initial variable rate. After a thorough investigation of the customer's account, ********************** has no record of billing the customer $600.00 in supply charges. If the customer believes there was an error in their billing statement they *** contact their DTE for further assistance.
  
  While we empathize with the customer, no refund will be provided since the switch authorization was valid and the natural gas was purchased by Eligo and consumed by the customer.
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

  Customer response

  03/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  However, I want to reiterate that I believe Eligo Energy has deceptive business practices by bait and switch. They offer late introductory rates to bait new customers. Then knowing fully that the rates will increase significantly above the normal customary rates that the customer had previously. Customers are not in the business of monitoring gas rates on a monthly basis which is how Eligo benefit financially. It is apparent that one customer or a few customers cannot take on Eligo for its deceptive business practice. But the BBB could if the  general public best interests is important to the.

  Sincerely,
  
  ***********************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DTE Account - **** **** **** H323****3373335373237H in the ******** Gas Choice Program Eligo Phone Number - ************ While reviewing my elderly mother's affairs she kept complaining about how she couldn't afford the gas bills in the winter. Her husband is dying of cancer and they are cash strapped on a fixed income. I was concerned that she was scammed into this arrangement. She advised me that she did approve the change initially but she called back the same day to cancel the change and was told that she was not allowed to cancel the order the same day. This is an illegal practice as customers have the right to cancel within 3 days of accepting the offer. Since that time she has not been able to reach Eligo and I have tried several times to reach them and only get a message that the number is not working. This is not acceptable. I am also filing an MPSC complaint with the *****************.I would like her bills re-rated back to price to change rate for all months on this service with Eligo and refund issued back to the account for the overpayment. Then we want the service cancelled and reverted back to DTE for the gas. Paying $1.49/ccf is criminal!! That is fives times higher than the rate for DTE. Outrageous! I would like to have this resolved immediately. If not, I will have this posted on every social media account and contact news outlets to show how this company is taking advantage of senior citizens on fixed incomes and then not even have a reliable customer service area to reach for questions or to cancel the service to exercise the customer right to Gas Choice. It's no choice if the customer is not able to reach the provider to change their mind or to ask for a lower rate. This overbilling is unacceptable.

  

  Business response

  08/10/2023

  Good day, 
  
  ********************* authorized the switch of their natural gas supply service on 12/14/2020 via third party verification. During the enrollment, the customer agreed to a price of ******** per Ccf for a 3-month fixed rate term with an early termination fee of $10.00 for each month remaining in the contract and then a market variable rate for any service periods thereafter. The person who authorized the switch stated that they were the person authorized to make changes to the account. The *** repeats "Eligo Energy" as the name of the supplier several times. After providing this information, the *** asks the customer to "please say yes to confirm". The *** is attached for your convenience. We do not believe the *** misrepresents the enrollment process, the products offered, or Eligo Energy specifically.
  
  
  In addition, Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 12/15/2021. The Welcome Packet is also attached for your convenience.
  
  
  Eligo Energy automatically mails the customer a fixed rate expiration notice via postcard 60 days before their expiration date, notifying them that their fixed agreement will expire and, absent renewal, the customer will pay variable prices, subject to change monthly without limit. Here, the customer's fixed rate was set to expire on 04/07/2021, and an expiration notice postcard was mailed on 02/05/2021. Additionally, Eligo Energy notifies the customer clearly and conspicuously within their contract that the fixed rate will become variable upon expiration of their contract. The *** also states that the account rate will switch to a market variable rate after the contracted term. The expiration notice postcard is attached for your convenience.
  
  
  Upon reviewing the customer's complaint ********************** submitted a cancellation request to DTE pm 0801/2023. The cancellation was processed immediately, and we received a service end date of 09/06/2023 from DTE.
  
  
  With respect to the customers claim that they attempted to contact Eligo Energy multiple times but was unable to get through, Eligo Energy has contacted Ring Central (our phone provider) to investigate this matter. Ring Central stated that they were unable to see that the customers phone number connected with Eligo Energy phone system. However, Ring Central asked that Eligo Energy attempt to retrieve phone records from the customer so that they can determine if there is a carrier-to-carrier issue. Eligo Energy is working with the customer to try to obtain this information. Eligo Energy scheduled a call with the customer on 08/09/2023 to discuss the matter. When Eligo Energy reached out to the customer at the time that was previously agreed upon, the customer stated that it was not a good time to talk. Eligo Energy will attempt to reach out to the customer again. In the meantime, if the customer has any additional questions, they can contact Eligo Energys customer service ************** Monday through Friday from 8:00 pm to 5:30 pm central time.
  
  
  While we empathize with the customer, no refund will be provided since the switch authorization was valid and the natural gas was purchased by Eligo and consumed by the customer.
  
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  *******************
  Regulatory Escalations Manager
  Eligo Energy, LLC
  ************

  Customer response

  08/10/2023

   
  Complaint: 20403527
  
  I am rejecting this response because: the Eligo rep failed to follow-up with me, the person who submitted the complaint on behalf of my elderly mother. I clearly told ******* to call me first then we could conference in my mother, if needed. 

  The response spent a lot of time talking about the *** and that the change was authorized. That was never in dispute. The dispute is that my mother called back the same day after authorization and was told that she couldn't cancel by ******* that answered the phone.  Her phone number is ************. There should be a record of her call the same day or near when the change was authorized. 

  I tried calling Eligo from ************ and couldn't get through repeatedly.

  
  
  Sincerely,
  
  *********************

  

  Business response

  08/18/2023

  Good Morning,
  
  Eligo Energy is asking for additional time to investigate whether or not the customer contacted ********************** to cancel her account.
  
  ********************** does not have a record of the customer calling back to cancel. In addition, Eligo Energy reached out to ********************* (the customer's son). ************** informed ********************** that the customer stated that she contacted the sales representative directly in order to cancel her service. Eligo Energy has reached out to our third-party vendor that made the sale in order to 1. find out if they have a record of this call and 2. obtain the call if it did happen. If the call did in fact occur, Eligo Energy will re-rate all billing periods back to the utility's price to compare rate and provide a refund for the difference in cost.
  
  Please note that while talking to *********************, Eligo Energy did offer to re-rate all billing periods back to the utility's price to compare rate if they could provide Eligo Energy with phone records showing that the customer did call the sales agent back. However, the customer stated that they were unable to provide proof of the call.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

• Initial Complaint

  07/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Overcharge of bill. Not acting in good faith. No refund. Dishonesty Raising bill from 244 to 437 to **** in a period of seven months. The rate was supposed be fixed as on 6/15/23. The fixed rate is ****. They have been using a variable rate of **** or more. This is an increase of 254%. No bills had been late. I have not received my refund on ******

  

  Business response

  07/19/2023

  Good Morning, 
  
  ********************* authorized the switch of their natural gas supply service on 03/29/2022 via third party verification. During the enrollment, the customer agreed to a price of ******** per Ccf for a 3-month fixed rate term with an early termination fee of $10.00 for each month remaining in the contract, then a market variable rate for any service periods thereafter. The person who authorized the switch stated that they were the person authorized to make changes to the account. The *** repeats "Eligo Energy" as the name of the supplier several times. After providing this information, the *** asks the customer to "please say yes to confirm". The *** is attached for your convenience. We do not believe the *** misrepresents the enrollment process, the products offered, or Eligo Energy specifically.
  
  In addition, Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 03/30/2022. The Welcome Packet is also attached for your convenience.
  
  The customer's account received the ******** per Ccf rate from 05/12/2022 to 09/09/2022.
  
  On 06/15/2023, the customer called ********************** regarding their bill and requested a credit/refund. Our agent informed the customer their contract expired on 08/11/2022. Our agent also created a service ticket for further review. Our Billing Team reviewed the customer's account and determined all charges were valid on 06/19/2023. As a courtesy, our Billing Team re-rated two bill periods from 04/13/2023 to 06/12/2023 back to the utility's price-to-compare (PTC) rate. The customer was informed they would receive a refund in the amount of $101.64 on this same day.
  
  Eligo Energy automatically mails the customer a fixed rate expiration notice via postcard 60 days prior to their expiration date, notifying the customer that their fixed agreement will expire and, absent renewal, the customer will pay variable prices, subject to change monthly without limit. The *** also states that after the contracted term, the account rate will switch to a market variable rate. Here, the customer's fixed rate was set to expire on 08/11/2022. Upon reviewing the customer's account with ********************** it was found that Eligo Energy inadvertently did not send a contract expiration notice to the customer.
  
  As a result, ********************** will re-rate all billing periods from 09/10/2022 to 07/12/2023 back to the utility's PTC rate and will send a refund for the difference in supply charges for those service periods.
  
  *********************** authorized the renewal of their natural gas supply service on 06/15/2023 via third party verification. During the enrollment, the customer agreed to a price of ******** per Ccf for a 6-month fixed rate term with an early termination fee of $10.00 for each month remaining in the contract, then a market variable rate for any service periods thereafter. The person who authorized the switch stated that they were the person authorized to make changes to the account. The *** repeats "Eligo Energy" as the name of the supplier several times. After providing this information, the *** asks the customer to "please say yes to confirm". The *** is attached for your convenience. We do not believe the *** misrepresents the enrollment process, the products offered, or Eligo Energy specifically.
  
  In addition, Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 06/16/2023. The Welcome Packet is also attached for your convenience.
  
  As set forth in the Welcome Packet, the customer's service with ********************** was expected to start at the next applicable service period on or after 07/03/2023.
  
  Upon reviewing the customer's complaint ********************** submitted a canceled request to DTE Energy on 07/17/2023. The cancellation was processed immediately, and we received a service end date of 08/10/2023 from DTE Energy.
  
  Eligo Energy has re-rated the billing periods from 09/10/2022 to 07/12/2023 back to the utility's PTC rate and will send a refund in the amount of $1,962.15. Please note that the original refund in the amount of $101.64 is included in this amount. We issue these refund checks through our banking provider and the customer should expect delivery of the check within **** days from the date of issuance, with "Citibank N.A." as the sender on the external mailing envelope.
  
  As a customer service gesture, ********************** will waive any applicable early termination fees. In the off chance the customer is inadvertently issued an early termination fee (***) in the future, the customer may reference confirmation number Z- ****** for the *** waiver.
  
  We apologize for any inconvenience this customer may have experienced. Please let me know if you have any further questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

• Initial Complaint

  04/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Eligo energy charged me for a service I did not need, without authorization. They claim it was through third party verification. I did not know this.I was only made are of this when my national grid representative made me aware of this extra charge on my bill, that this company does this to a lot of people. I was still signed up and paying for my electric delivery service with national grid, but Eligo hacked into my account and started charging me to use their service. I think its called slamming? This is fraud. I demand a refund , as this is theft.

  

  Business response

  04/13/2023

  Good Morning, 
  
  ******************* authorized the switch of their electric supply service on 08/21/2016 via third party verification. During the enrollment, the customer agreed to a price of ******** per kWh for a 3-month fixed rate term with an early termination fee of $10.00 for each month remaining in the contract, then a market variable rate for any service periods thereafter. The person who authorized the switch stated that they were the person authorized to make changes to the account. The *** repeats "Eligo Energy" as the name of the supplier several times. After providing this information, the *** asks the customer to "please say yes to confirm". The *** is attached for your convenience. We do not believe the *** misrepresents the enrollment process, the products offered, or Eligo Energy specifically.
  
  In addition, Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 08/21/2016. The Welcome Packet is also attached for your convenience.
  
  The variable rate is specifically addressed as a "market variable rate" in the *** and Terms and Conditions Agreement. A market variable rate *** change monthly without limit and *** be based on market and wholesale factors, weather, and pricing strategies.
  
  Eligo Energy has no record of the customer calling to re-enroll in a new contract after their contract expired.
  
  On 04/03/2023, the customer called ********************** requesting cancellation and our customer service promptly submitted a drop request to National Grid. The cancellation was processed immediately, and we received a service end date of 05/05/2023 from National Grid.
  
  While we empathize with the customer, no refund will be provided since the switch authorization was valid and the energy was purchased by Eligo and consumed by the customer.
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

  Customer response

  04/13/2023

   
  Complaint: 19898433
  
  I am rejecting this response because: I did not want or need Eligo to supply my electricity. This is fraud.
  
  Sincerely,
  
  *******************

  

  Business response

  04/14/2023

  Good Afternoon,
  
  Unfortunately, while we empathize with the customer, no refund will be provided since the switch authorization was valid and the energy was purchased by Eligo and consumed by the customer.
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Consumers beware!!! After a 36 month contract, Eligo Energy has more than doubled my rate. I contacted them to try to resolve this but was told nothing can be done. They did not try to retain me as a customer, nor will they do anything about this ridiculously high bill. I was not notified by mail or email regarding upcoming contract end, which is very poor customer service and now I owe a $1400 electric bill.

  

  Business response

  03/17/2023

  Good Morning, 
  
  Kaera Storsin at Storsin Rentals (a commercial account), authorized the switch of their electric supply service on 05/11/2016 via online enrollment. During the enrollment, the customer agreed to a price of ******** per kWh for a 36-month fixed rate term with an early termination fee equal to the estimated remaining kwh in the agreement multiplied by $0.02 per kWh, then a market variable rate for any service periods thereafter. The person who authorized the switch stated that they were the person authorized to make changes to the account. We do not believe the enrollment process misrepresents the products offered or Eligo Energy specifically.
  
  In addition, Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer. The Welcome Packet is also attached for your convenience.
  
  Here, the customer's fixed-rate contract started on 06/29/2016 and was set to expire on 06/29/2019. Eligo timely notified the customer of their fixed rate contract expiration ******** message on their bill dated 04/30/2019 and 05/30/2019, which covered the service period of 03/29/2019 to 04/30/2019 and 04/30/2019 to 05/30/2019. For your convenience, I have attached a screenshot of the bill message that was displayed on their bill. Eligo Energy has no record of the customer calling to re-enroll on another fixed rate contract or to cancel his account after his contracted term expired.
  
  Kaera Storsin at Storsin Rentals, (a commercial account), authorized the renewal of their electric supply service on 12/06/2019 via e-sign. During the enrollment, the customer agreed to a price of ******** per kWh for a 36-month fixed rate term with an early termination fee equal to the estimated remaining kwh in the agreement multiplied by $0.02 per kWh, then a market variable rate for any service periods thereafter. The person who authorized the switch stated that they were the person authorized to make changes to the account. We do not believe the enrollment process misrepresents the products offered or Eligo Energy specifically.
  
  In addition, Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer. The Welcome Packet is also attached for your convenience.
  
  Here, the customer's fixed rate contract started on 12/31/2019 and was set to expire on 12/30/2022. Upon a thorough review of the customer's account, it became known that the expiration date on the customer's bill message was incorrect. As a result, the customer continued to flow on a variable rate, that can change monthly without limit, upon their fixed rate term expiring as set forth in the terms of the service agreement.
  
  Eligo Energy received a cancellation request on 03/09/2023 from AEP *********** with a service end date of 03/29/2023. The cancellation request was processed immediately.
  
  Once we receive the customer's final usage information next month, Eligo Energy will be re-rating the customer back to the utility's price-to-compare rate and issuing a refund check for any difference in supply charges.
  
  Eligo Energy apologizes for any inconvenience experienced by the customer. Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

  Customer response

  03/17/2023

   
  Complaint: 19557833
  
  I am rejecting this response because:
  Your explanation does not address the exorbitant cost I have been charged. You do not notify via email, nor postal mail at the end of a 3 year contract .  You hide in the fine print as your associate explained when I phoned in. Yes, my contract was over but your company is quick to stick it to the consumer with ridiculously high rates as soon as the contract ends. This is unsavory business practices. 
  Sincerely,
  
  Kaera Storsin

  

  Business response

  03/23/2023

  Good Morning, 
  
  As we previously mentioned in our initial response to the BBB, once we receive the customer's final usage information next month, Eligo Energy will be re-rating the customer back to the utility's price-to-compare rate and issuing a refund check for any difference in supply charges.
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
   ************

  Customer response

  03/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Kaera Storsin

  Customer response

  05/11/2023

  In regards to case #*******, Eligo Energy has not followed through on the refund of the overage I was charged. I spoke to them on April 24, 2023. He (*****) said he had my final billing, and was sending a check for the overage (over $1000). He verified my information, and told me a check would be issued the following Friday. It has been 2 weeks and still no check. I have phoned twice since then to inquire about when I will receive the check, but no one returns the calls. What is my next step? Do I need to contact the Attorney General? In the text of this case, Eligo Energy states that they will reimburse for the overage. 
  Is the BBB able to reach out to them again to get this done? I appreciate the assistance!
  Sincerely,
  Kaera Storsin

  

  Business response

  05/20/2023

  Good Morning, 
  
  We spoke with the customer on 05/19/2023 and confirmed that they have received the refund check. Additionally, ****************, confirmed that the refund check had been cleared on 05/16/2023.
  
  Please feel free to let ** know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

  Customer response

  05/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Kaera Storsin

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I agreed to have my NYSEG electricity supplier switched to Eligo Energy and was told I could save on my NYSEG cost. So reluctantly, I switched. Not really understanding the whole *************, my first bill showed a savings at a supply cost of ****** per KWH. They said I had to call in every month to lock in a discounted rate with a supplier. No mention of who to call in particular, when to call. I don't get my bill monthly, comes every two months so I don't know what the charges are until that **** comes. My bill was $4,620.08 Upon research, I was now being billed at **** KWH. My first bill, with Eligo, was for two months of service 8/19 to 10/19/22. I never called in monthly for this bill. Just very misleading information. Then when I received the whopper of a bill I called and was not given the opportunity to have a cheaper rate afforded to me because I had one more bill coming with Eligo supply charges, and I wanted my supplier switched back to NYSEG and no longer wanted Eligo as a supplier because of an excessive electricity supply charge. Thinking solar was being more environmentally friendly and more economical, I found this to be someone taking advantage of my high use of electricity, heat etc. at a cost to line someone's pocket. I also have a meter which details cost of on, mid, and off peaks which deliver a reduced rate depending on the time of use. Eligo never mentioned that this cost would be the same across the board. This excessive bill was almost more than I paid for the entire year in 2021, $5,743,65 My 2022 costs were $12,780.65 This practice that Eligo has of having to call in monthly when my bills are every two months is misleading. While I am not disputing the electric usage, I want it afforded to me at a cost savings opportunity as it was intended to do so.

  

  Business response

  02/22/2023

  Good Morning, 
  
  ******************************* authorized the switch of their electric supply service on 06/21/2022 via third party verification. During the enrollment, the customer agreed to a price of ******** per kWh for a 1-month variable rate term, then a variable market rate for any service periods thereafter. The person who authorized the switch stated that they were the person authorized to make changes to the account. The *** repeats "Eligo Energy" as the name of the supplier several times. After providing this information, the *** asks the customer to "please say yes to confirm". The *** is attached for your convenience. We do not believe the *** misrepresents the enrollment process, the products offered, or Eligo Energy specifically.
  
  In addition, Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 06/22/2022. The Welcome Packet is also attached for your convenience.
  
  The customer willingly enrolled in a variable rate product. The variable rate is specifically addressed as a "market variable rate" in the *** and Terms and Conditions Agreement. A market variable rate *** change monthly without limit and *** be based on market and wholesale factors, weather, and pricing strategies.
  
  On 01/18/2023, the customer called ********************** requesting cancellation and our customer service promptly submitted a drop request to NYSEG. The cancellation was processed immediately, and we received a service end date of 02/16/2023 from NYSEG.
  
  While we empathize with the customer, no refund will be provided since the switch authorization was valid and the energy was purchased by Eligo and consumed by the customer.
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

• Initial Complaint

  02/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In October this company called me to get me a better electric rate. Allegedly in their recording they state that their rate is variable. After their intro rate they tripled my rate from .07 to .22. Their only resolution to this is to continue to repeat their policy and that I agreed to apparently. They somehow couldnt play their recording loud enough though and I never received it in my email like they said they would send. Incredibly poor customer service with no assisting in a resolution.

  

  Business response

  02/22/2023

  Good Morning, 
  
  ***********************************, Manager at ***************** (a commercial account), authorized the switch of their electric supply service on 10/28/2022 via third party verification. During the enrollment, the customer agreed to a price of ******** / ******** tax excluded per kWh for a 1-month variable rate term, then a variable market rate for any service periods thereafter. The person who authorized the switch stated that they were the person authorized to make changes to the account. The *** repeats "Eligo Energy" as the name of the supplier several times. After providing this information, the *** asks the customer to "please say yes to confirm". The *** is attached for your convenience. We do not believe the *** misrepresents the enrollment process, the products offered, or Eligo Energy specifically.
  
  In addition, Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer on 10/29/2022. The Welcome Packet is also attached for your convenience.
  
  The customer willingly enrolled in a variable rate product. The variable rate is specifically addressed as a "market variable rate" in the *** and Terms and Conditions Agreement. A market variable rate *** change monthly without limit and *** be based on market and wholesale factors, weather, and pricing strategies.
  
  On 02/16/2023, the customer called ********************** requesting cancellation and our customer service promptly submitted a drop request to ******* The cancellation was processed immediately, and we received a service end date of 02/16/2023 from *******
  
  While we empathize with the customer, no refund will be provided since the switch authorization was valid and the energy was purchased by Eligo and consumed by the customer.
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

  Customer response

  02/23/2023

   
  Complaint: 19419017
  
  I am rejecting this response because:
  
  I still have yet to see the *** in any form. Unless I missed it on their response and if so, please let me know. 
  Sincerely,
  
  ***********************************

  

  Business response

  03/01/2023

  Good Morning, 
  
  Eligo Energy attached the *** as part of our initial response to the BBB on 02/22/2023. Please note that we are attaching the *** again for your convenience.
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

  Customer response

  03/01/2023

   
  Complaint: 19419017
  
  I am rejecting this response because:

  there is still no *** attached 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  02/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Eligo Energy engaged in predatory marketing practices. They charged customers 260% more than the going market rate when they marketed themselves as an economical alternative.I would like a refund for what they have overcharged me since June 2022.

  

  Business response

  02/14/2023

  Good Evening/Morning, 
  
  ***** De ********* electric supply service was switched to Eligo Energy on 03/15/2021 through PECO Standard Offer Program ("SOP"). The customer's account was placed on a ******** fixed rate of $0.05828 / $0.05484 tax excluded per kWh, then a market variable rate for any service periods thereafter. The account was referred to us by PECO through its SOP. Eligo Energy records show that a Welcome Packet, containing all the terms and conditions, was successfully mailed to the customer. Additionally, "**********************" is referenced as the name of the supplier several times throughout the Welcome Packet. The Welcome Packet is attached for your convenience.
  
  The customer's account received the ******** per kWh rate from 03/22/2021 to 06/02/2022.
  
  Eligo Energy automatically mails the customer an initial notice via postcard ***** days prior to the expiration date and an options notice via postcard 30 days prior to the expiration date, regardless of whether the customer notifies us or not after receiving the initial notice postcard. Here, the customer's fixed rate was set to expire on 03/22/2022 and was mailed an initial notice postcard on 01/20/2022 and an options notice postcard on 02/07/2022. The initial and options notice postcards are attached for your convenience.
  
  On 02/06/2023, the customer called ********************** requesting cancellation and our customer service promptly submitted a drop request to PECO. The cancellation was processed immediately, and we received a service end date of 09/02/2023 from PECO.
  
  On 02/06/2023, the customer called ********************** regarding their bill. Our agent informed the customer their contract expired and created a service ticket for further review. On this same day, our **************** Lead spoke with the customer and the customer requested to cancel services. Our **************** Lead processed the cancellation request. The customer requested an adjustment in her account. Our Billing Team reviewed the customer's account and determined all charges are valid. As a customer service gesture, our Billing team agreed to a re-rate back to the customer's price-to-compare rate for the service period of 06/02/2022 - 02/02/2023. The customer will receive a refund in the amount of $1,701.34. The customer was contacted on 02/07/2023 and informed of the refund. The customer agreed to the refund amount.
  
  The customer is scheduled to receive a courtesy refund in the amount of $1,701.34. The check is scheduled to be issued next Friday, as refund checks are generally issued in weekly batches every Friday morning. Please note, we issue these checks through our banking provider and the customer should expect delivery of the check within **** days from the date of issuance, with "Citibank N.A." as the sender on the external mailing envelope.
  
  Please feel free to let us know if there are any additional questions or concerns.
  
  ***********************
  Regulatory Complaints Specialist
  Eligo Energy, LLC
  ************

*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. ↩