• Report: #813331

Complaint Review: Smart One Energy LLC

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  • Submitted: Fri, December 23, 2011
  • Updated: Mon, November 26, 2012

  • Reported By: A09phil — great mills Maryland United States of America
Smart One Energy LLC
455 Rt. 306, Suite 125 Wesley Hills, New York United States of America

Smart One Energy LLC Tricked my wife into unwittingly switching our Gas service!!! Wesley Hills, New York

*Consumer Suggestion: Not an employee

*Consumer Comment: Smart One Energy Ripoff Correct

*Consumer Comment: I am not an employee

*Consumer Comment: I Do Not Work For Smart One

*Consumer Comment: While I normally hate the whole "you must be working for the company" thing...

*General Comment: eh

*Consumer Comment: Please keep this civil

*General Comment: here's what i did

*Consumer Comment: Response to Reporter's Comments on My Rebuttal

*Consumer Comment: Great Experience

*Author of original report: Glad your experience was better

*Consumer Comment: My Experience was Totally Different

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My wife received numerous phone calls throughout November from Smart One Energy LLC (she said that the caller's English was thickly accented, making it difficult for her to comprehend the caller). In each case, she asked that the Smart One Energy LLC representative call back when I was home (I am her husband). About 2 weeks ago, someone from Smart One Energy LLC called again while I was at work and spoke with my wife.

This time; however, the person Identified himself as a Washington Gas representative (our Gas service is with Washington Gas), and asked my wife to sign up for some sort of deregulation promotion. My wife says that she didn't fully understand what the person wanted (heavily accented english) and thought that she was speaking to someone from Washington Gas.

She says that when asked, she gave the "Washington Gas" representative (was actually someone from Smart One Energy LLC) our account number for some sort of deragulation promorion that would save us money on our gas bill (I told my wife afterward to NEVER give out account info!). Apparantly, she was tricked into agreeing to something with the person proclaiming to be from Washington Gas.

Today (Dec 23) I received a letter from Washington Gas informing me that Smart One Energy LLC would be my new natural gas provider (effective January 1, 2012). I tried numerous times at 5:00 pm today (Friday, DEC 23rd) to contact Smart One Energy LLC customer service (or ANYONE at Smart One Energy LLC ), via their customer service line: 1-888-363-4976. Each time, I was re-routed to the company voice-mail (even though the Smart One Energy LLC website lists customer service hours until 6 pm on Fridays).

So, I called Washington Gas to try and understand HOW another company had somehow changed our Gas Service without a proper authorization or contract. Washington Gas told me that they couldn't do anything, as the new contract is with Smart One Energy LLC (but they were at least able to give me the new contract number that someone at Smart One Energy LLC tricked my wife into authorizing without proper consent).

I want Smart One Energy LLC to cancel whatever verbal-agreement contract that they tricked my wife into over the phone, and switch my Gas service provider contract BACK to Washington Gas! ( I did not authorize a switch from Washington Gas to a new contract with Smart One Energy LLC -- and if my wife did, she did so unknowingly, and against her will).  Judging by the poor customer service... I wouldn't WANT Smart One Energy LLC providing me with ANY service!

This report was posted on Ripoff Report on 12/23/2011 08:30 PM and is a permanent record located here: http://www.ripoffreport.com/r/Smart-One-Energy-LLC/Wesley-Hills-New-York-10952/Smart-One-Energy-LLC-Tricked-my-wife-into-unwittingly-switching-our-Gas-service-Wesley-813331. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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REBUTTALS & REPLIES:
1Author 11Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Suggestion

Not an employee

AUTHOR: Bmg - (USA)

I am the person who said they had a different experience and I am not an employee.  I work for a 100 year old computer company not a gas company.  If you were to call the number during business hours you would get through.  It's amazing how people will make ridiculous accusations about others being employees.  I know they are ridiculous because I know who I work for.
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#2 Consumer Comment

Smart One Energy Ripoff Correct

AUTHOR: junebug - (United States of America)



  1. I had the same experience as the first person who said they couldn't get through to the company.  The company address does not exist, and there is no other number other the 888 363-4976 which is given on the only website for the company.  I was called after business hours, and the person calling had a thick Indian accent and I couldn't understand her.  I also did a reverse phone lookup and it doesn't exist.  The fact that there is only one website with little information leads me to believe that it doesn't exist.  This is a complete scam.  The person who posted that their experience was different was likely someone from the company.   The sole purpose of these scam artists is to get the WGCS account number.  One should always be very leary, and I expressed my concern.  Then I was hung up on.


  2. Please contact the Public Service Commission in your area as soon as possible, write a letter of complain, contact the BBB as well, and don't fall for this.


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#3 Consumer Comment

I am not an employee

AUTHOR: Bmg - (USA)

I don't work for Smart One and have no connection with them other than having been switched to them by mistake.  I am not sure why people feel obligated to look for sinister motives, I am just trying to defend them against accusations that were made without reason - yes they had reason to be scared at the time, but I bet that the original poster is OK now.
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#4 Consumer Comment

I Do Not Work For Smart One

AUTHOR: Keenan Keeling - (United States of America)

For the record, I filed the 3rd post in this report, and I DO NOT work for Smart One.  I wasn't smart in giving out my info, so I panicked, checked the web, and found this report.  I, like you, thought the first response was from the company, so I expected the worse when I called.  But, indeed, I got a woman on the phone that was happy to help me.  Her name was Gloria, and she was great.

I do know the practice you speak of, and it's unfortunate.  But, this time, this woman was legitimately nice. I mean, if that was his experience, that's fine...he should report it.  I see no problem with that....But I think it's fine that I post my experience (and the other poster should report his experience as well), especially if it contradicts the original report.  

I mentioned to Gloria that she can come on here to rebut the report, but clearly she hasn't done that.
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#5 Consumer Comment

While I normally hate the whole "you must be working for the company" thing...

AUTHOR: Steve - (USA)

...in this case it is pretty obvious the posts that are complimentary about this business are placed here by the company in question (a company I know nothing about BTW). I mean come on, look at this quote from BMG: 

"I mentioned this report to the lady I spoke with and she told me that the complainer called very late on a Friday afternoon just before a holiday (the web site clearly states they are closed at 3pm on Friday and anyone familiar with the area the office is in would understand why, and would also understand why they were closed on Saturday).  He called them on December 23rd at late in the afternoon, then again on the 24th, 25th and 26th, it's unreasonable to expect anyone to be there."

So when you asked the lady about this post that was left here almost 2 MONTHS ago, she rattled off all these details, and of course you took notes to post them here? Funny that she remembered it so well, along with the exact dates, and was willing to discuss that with a customer she never knew. And you found that information so important that you decided to post it here (along with glowing comments about how wonderfully they handled your issue).  Please.

Listen - the most credible way to counter these reports is to honestly post AS THE COMPANY, and explain your side of things. Doing this fake posting this just makes you look sleazy, and damages your credibility. 
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#6 General Comment

eh

AUTHOR: whatintheworld - (United States of America)

Bmg, you are the child i was referring to. Grow up, who cares.
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#7 Consumer Comment

Please keep this civil

AUTHOR: Bmg - (USA)

Comments like "you children above" are unnecessary, you might want to read the whole discussion again.
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#8 General Comment

here's what i did

AUTHOR: whatintheworld - (United States of America)

Got a call from a guy w/an indiam or pakistani accent. Caller ID was showing a rockille #301-460-5216. Asked me if we use our gas for heating, i said yes. He said a qualify for 10% off my bill from wasington gas for the next 12 months and said that in order for my discount to begin he would need my washington gas account#.

I said, you just called my cell, and verified my home address but u dont have my wash gas account#? How is that possible? Who do u work for? He then said smart one energy and said they r an approved supplier to washgas... I want a discount but it seemed odd so i told him i waa going to call washgas first and if they say this is legit i would call back.

In all honesty, to you childrem above, there's probablly not much anyone can do w/your washgas acct# anyway. Go to smartoneenergy.com and it might make more sense to you. Deregulation of gas is going to make some people very rich, and i think this call was essentially a result of deregulation.
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#9 Consumer Comment

Response to Reporter's Comments on My Rebuttal

AUTHOR: Bmg - (USA)

I am sorry, I misremembered what Gloria told me, everything you said about what you did was correct.  Also you are right, at the time they did say that they were open until 6pm which it no longer does.  However as much as I would like it to be different, many public service companies do close early, if Washington Gas is open at 5pm on a Friday, that's very unusual and I certainly don't think you can hold it against a company for not being open on at that time. 

I think the real issue is that you called them at a time they said they would be open, and when you got to their voicemail because they were actually closed, you got scared.  I too was annoyed when I got the letter although in my case our family actually did give the go ahead to switch (without my knowledge) fully aware of what we were doing. 

If you had called back the following workday (and maybe you did) rather than posting the ripoff report there and then, I believe that you would have found the same pleasant experience that both I and the other rebuttal did.  Can you agree with that?
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#10 Consumer Comment

Great Experience

AUTHOR: Keenan Keeling - (United States of America)

Unlike the original report, I had a GREAT experience with Smart One Energy.  I, like you, was cold-called by their call center (clearly not US-based), and the person I spoke with had a very thick accent and was hard to understand.  I, also, was under the impression that I was speaking with someone at Washington Gas, and that they were applying a rebate or a discount to my account.  They used words like "you qualify", "discount", etc.  I must admit, it was a bit misleading, although I must accept some blame since I KNEW I didn't fully understand what was going on, yet I provided my information anyway.  

I quickly did a web search and came across the original report.  I called Smart One Energy immediately, and was quickly on the phone with Gloria.  Gloria was very nice, and the first thing she announced was that she would cancel my change.  She asked me if I'd like her to explain the service they provide and what I had signed up for.  I said yes, and she explained to me that they provide the gas to Washington Gas, who will then distribute it to me.  The cost of the gas being delivered is cheaper (usually) with Smart One Energy, hence the "discount".  

Gloria was very clear and extremely helpful!  There was no run-around, no hard sell, and no gimmick.  She seemed to genuinely want me to understand what the service was, and once she was done, she told me how easy it is for her to cancel my change.  I, no realizing that this IS NOT A SCAM but is a LEGIT SERVICE, decided to keep the new service, especially since there is no contract and I can cancel at any time.

I understand that the original reporter had a difficult time, and I know how unnerving it can be to feel like you were tricked into something.  I think, however, it may also be helpful to remember that you called them on December 23rd, and pretty major holiday weekend.  It's certainly understandable that no one be available to handle the call.

While I think Smart One should definitely take a look at their call center and reevaluate how those calls are being made, I think it's unfair to categorize Smart One's entire operation as negative based on this one experience.  I also think that their customer service was nothing short of outstanding, and I wish I had such great experiences with my other utilities.  

In fact, I am also sending an email to Smart One to inform them of the wonderful job Gloria did when she spoke with me.  
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#11 Author of original report

Glad your experience was better

AUTHOR: A09phil - (United States of America)

To "Bmg - Silver Spring"

I'm glad that you had a better experience than I.
By the way... how would you know how many times I tried to contact customer service? 

My post merely says,

"...Today (Dec 23) I received a letter from Washington Gas informing me that Smart One Energy LLC would be my new natural gas provider (effective January 1, 2012). I tried numerous times at 5:00 pm today (Friday, DEC 23rd) to contact Smart One Energy LLC customer service (or ANYONE at Smart One Energy LLC ), via their customer service line: 1-888-363-4976. Each time, I was re-routed to the company voice-mail (even though the Smart One Energy LLC website lists customer service hours until 6 pm on Fridays)..."

Your post says, "...He called them on December 23rd at late in the afternoon, then again on the 24th, 25th and 26th, it's unreasonable to expect anyone to be there..."

I did, however, have no problem reaching the folks at Washington Gas, and at the time of my complaint, the Smart One Energy website did indeed post business hours until 6 pm on Fridays--why would I make that up? (I see it has since been changed, which is good... I too like honesty).

My experience was exactly as posted.  I recommend Ripoff report keep my complaint and the comments from "Bmg - Silver Spring."  I believe that readers can make up their own mind.
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#12 Consumer Comment

My Experience was Totally Different

AUTHOR: Bmg - (U.S.A.)

I received a letter from my gas company today, and the first thing I did was Google and found this report.  This got me really scared, however I did call the company and I was able to get through immediately, spoke to a very helpful person who canceled the contract there and then.  Like the complainer, my wife also took the call, however she knew what she was doing, and they made it perfectly clear what they were trying to do.  What my wife did not realize is that we are on a fixed price contact with Washington Gas Energy Services, and to switch would not only have incurred a penalty but also would not have been any cheaper. 

I mentioned this report to the lady I spoke with and she told me that the complainer called very late on a Friday afternoon just before a holiday (the web site clearly states they are closed at 3pm on Friday and anyone familiar with the area the office is in would understand why, and would also understand why they were closed on Saturday).  He called them on December 23rd at late in the afternoon, then again on the 24th, 25th and 26th, it's unreasonable to expect anyone to be there.  By the way, the lady I spoke with said that in our case it totally did not make sense for us to switch and without any pressure being needed said she would cancel it.   She gave me her name, told me when to expect it to be done, and said I could call her back if necessary.  She also said that they would make sure that they checked before asking someone to switch whether they were on a fixed contract like mine (she was not aware of the Washington Gas Energy Services plan that I am on and did not realize that you don't have to top off if you use more gas than expected).

This ripoff report should be removed, in truth the complainer is guilty of worse behavior than the company he is complaining against, and you should be more careful when posting complaints.  I have no connection with the company, I just like to see the truth.
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