Complaint Review: Ripoff Report | American Power and Gas TRUSTED Business | Ripoff Report Verified™ …businesses you can trust. American Power and Gas is a Florida based company that sells energy, power and gas services to businesses and homeowners in the northeastern United States in the states, Pennsylvania, New Jersey, New York, Ohio, and Illinois. American Power and Gas has affordable plans that put the power back in customer’s hands.
- American Power and Gas TRUSTED Business | Ripoff Report Verified™ …businesses you can trust. American Power and Gas is a Florida based company that sells energy, power and gas services to businesses and homeowners in the northeastern United States in the states, Pennsylvania, New Jersey, New York, Ohio, and Illinois. American Power and Gas has affordable plans that put the power back in customer’s hands.
411 CLEVELAND ST. #299 CLEARWATER, FL 33755
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American Power and Gas TRUSTED Business REVIEW: Customer Satisfaction Commitment: American Power and Gas is 100% dedicated to customer satisfaction. With incentive programs, rebates and on-site training the company has effectively increased their standards of excellence in the energy industry.
*UPDATE: Recognized by Ripoff Report Corporate Advocacy Program as a safe business service American Power and Gas pledges to always resolve any issues: feel safe, confident & secure when doing business with American Power and Gas recognized by Ripoff Report Verified™ as a safe business service.
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EDitor's UPDATE: Positive rating and recognition has been given to American Power and Gas for its full commitment to quality customer service.
Ripoff Report's discussions with American Power and Gas have uncovered an ongoing dedication by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any concerns. American Power and Gas listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.
The Vice President of Marketing at American Power and Gas, Andrea D’Agonstini discussed his dedication to service and price-point. [continued below]....
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..
The information provided in this report below is based on comments made by Andrea D’Agostini during an onsite inspection held by a third-party verification company with no biases towards American Power and Gas.
American Power and Gas is an energy company that primarily works in the North-East parts of America. They provide low-cost energy solutions and education to interested consumers. Andrea D'Agostini stated the following about her company, "we buy individual sales and distribute energy. We don’t provide the energy, the utility does. We provide the energy that will be distributed. We offer reduced rates, but it’s our rates."
Leads for American Power and Gas are primarily obtained through telemarketing. Ms. D'Agostini described sales and service process for the individual consumer, "they get enrolled through a specific sequence of steps and then there is a third-party verification which is an external company that records how the call went. Basically, the person has to answer a few questions about 90 seconds, and that’s how it goes. It takes a little bit of time, what occurs is we send a communication to the utility and then we switch and they begin to receive energy from us instead of from the provider."
CUSTOMER CARE & COMPLAINT RESOLUTION – AMERICAN POWER AND GAS
During the on-site interview, Ms. D'Agostini was asked to describe a situation where a client was not satisfied with the level of service they received. Ms. D'Agostini expressed that their most common complaint arises when potential clients believe they are being engaged too much through the telemarketing process. Additionally, they run into issues with education, "in order to compare an energy price, you must be able to read an energy bill. Very often what happens the person is comparing the charges for the electric portion of the bill to the money they spent on the following bill. The bill is composed of many other parts, not just that." American Power and Gas LLC make sure to correct any misunderstandings that a client may have about their bill.
When asked to comment on complaints posted on Ripoff Report's website Ms. D'Agostini expressed that most complaints are directed at the fact that energy prices are higher during the winter and summer months. She explained that this is not a personal attack on the client, but the standard for energy suppliers due to consumption. She additionally addresses their Better Business Bureau score, "The issue with the BBB is that they ask us to provide information regarding our financial statements and this is how they determine the size of a company. We found out we are in the smallest category like a mom and pop shop with no employees or anything. Which does not correspond to a small store and you have 200 complaints, that proportion shows that you are doing a bad job. When you are a large company with hundreds of thousands of customers and have 200 complaints. That is a very different proportion. Our complaint rate is about 0.013%. So, it’s just a physiological number out of 7 million calls per year. We are growing so we will get more calls. Out of this number, a percentage will not be perfect, it’s impossible to have absolute perfection. We have one of the best customer services in the industry and when a customer calls we handle it to the best of our abilities."
When asked what type of changes they have made to honor their commitment to making things right with the consumer per the request of Ripoff Report, Ms. D'Agostini stated, "We have dramatically increased our level of training. We built a whole media studio so we can train our reps on every scenario they may encounter. It’s really an issue of covering any possible scenario. We have doubled the number of people in customer service. Each person monitors about 1000 calls per week so that we can spot-check everything that occurs on the sales floor. That’s why our complaint percentage is lower. If someone feels something needs to be corrected, we can correct it right away and that lowers a number of complaints. We have initiated a practice in respect to waiting time. We got to a point that was less than 20 seconds. We have the protocol to respond to customer related issues and complaints within 24-48 hours. All complaints are closed when we get them. As part of the general activity, we try to monitor the best rates on the market and launched fixed rate product. Something that will make a big difference for us, if the customer contacts us we can try to find a way to resolve it in a satisfactory way."
American Power and Gas LLC is proud to be a part of Ripoff Reports Corporate Advocacy Business Remediation and Customer Satisfaction Program, "to be properly represented, to provide the right data. It’s very important to us, it allows us to give the right perception of our brand that we worked so hard to build during the time. We try to handle every customer to the best of our abilities to make sure they are happy and we did our job well. Sometimes the only thing that is perceived is because the voice of who is happy, you just expect to have your lights turn on when you go home. You don’t have a special passion for the electrons that get delivered from a specific company. There is no branding in that. TO have the right image and to be perceived in the right way by the customers is very important for us. I am planning to create something like a tour in our office. We are probably one of the best teams on the market, but that’s just my viewpoint. Our doors are always open for communication. Our customer service is just great."
AMERICAN POWER AND GAS – STATEMENT FROM THE VICE PRESIDENT OF MARKETING – ANDREA D’AGOSTINI
" We will continue to offer low cost and high value energy solutions to consumers with a full commitment to customer service. With us, you will have a caring, personalized and knowledgeable approach to finding the right solution that fits your needs or the needs of your company. We invite you to reach out to us, and learn about our programs.
American Power and Gas's team has expressed a 100% commitment to customer service. American Power and Gas takes employee satisfaction seriously as well. Employee feedback and surveys reveal comments such as this, "American Power and Gas provides a positive work environment with executive support and opportunities for employees. Mr. D’Agonstini and the other executives are open to and promote employee suggestions valued as opportunities for company growth and improvement. "
Ripoff Report was pleased to learn that American Power and Gas's past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction.
STATED IMPROVEMENTS FROM AMERICAN POWER AND GAS American Power and Gas recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report's review, American Power and Gas has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.
In summary, after our review, which included discussions with Andrea D’Agonstini, Ripoff Report is convinced that American Power and Gas is committed to quality delivery of services resulting in total client satisfaction.
How does a business get Ripoff Report Verified™
The member business allows Ripoff report to email everyone from the past. Those who respond to Ripoff report with a valid complaint must be take care of. They have made a commitment that if anyone contacts Ripoff Report in the future, they will make things right within 14 days. The member business must err on the side of their customers. Otherwise the member business is off the program.
Ripoff Report has determined that American Power and Gas meets Ripoff Report Verified™ standards which include a commitment to make a good faith effort to resolve any consumer complaints. Members of the Corporate Advocacy Business Remediation and Customer Satisfaction program do pay a fee for our on-site review, 24-hour monitoring and for support with customers to resolve any disagreements.
Ripoff Report sends a 3rd party service to do an onsite inspection of the new member business. The on-site inspection / review does not mean that the products or services offered by the business have been evaluated or endorsed by Ripoff Report, and has not made a determination as to the business' product quality or competency in performing services. We can verify, that Ripoff Report went to the business, verified their business or “work from home business”, there for, if a customer in the future does not get treated correctly, Ripoff Report can get the problem resolved. If not, and the customers is right, the member business will be taken off the Corporate Advocacy Program. Remember, Ripoff Report emailed every customer from the past that filed a complaint to make sure the member business made things right with customers from the past. Again, to err on the side of their customer, those from the past and those in the future.
Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.
Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. This program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer.
NOW TO THE ORIGINAL REPORT THAT WAS FILED
American Power & Gas LLC CLEARWATER Florida
ABOUT THE RIPOFF REPORT BELOW:
Ripoff Report would like to let readers know that Ripoff Report emailed this customer so the member business could make things right with them. When a business joins the Corporate Advocacy Program, Ripoff Report emails everyone from the past so the member business can make things right with them. Of course, everything within reason. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer. The author of the Ripoff Report below never responded to our offer to help them.
STATEMENT FROM AMERICAN POWER AND GAS:
American Power and Gas contacted the customer, settled the complaint and issued a refund. The company reviewed it's energy packages and pricing and reorganized them.
NOW TO THE ORIGINAL REPORT THAT WAS FILED
With utility rates being at an all-time high, I began utilizing 3rd party power suppliers offering lower rates than Med-Ed had been. My house is 100% powered by electricity including my heat pump, hot water heater, etc. That said, my bills during the winter have been extremely high. My last supplier increased my rate so I decided to shop for a new company to supply my power. I received an insert in with my latest Met-Ed bill from American Power & Gas LLC. They were offering at that time, a lower rate than Met-Ed. Met-Ed's current rate was and still is about 8 cents per kilowatt per hour.
American Power & Gas' customer service agent "Rich" swore up and down to me that their rate would NEVER be higher than Met-Ed's and that I should keep my eye on the Price to Compare section of my bill each month. He said that should it ever go higher, I should call him right away as he left me his direct extension. In December, American Power & Gas supplied my power at about 9 cents per kilowatt per hour. Obviously it was higher than Met-Ed's rate so I attempted to call "Rich", whereas I was told this person does not exist and his extension was invalid.
At this point I'm angry and should have canceled services with American Power right there and then. But I was assured by another customer service rep that my rate should be at about 6.5 cents per KWH for January. Well, I opened my January bill yesterday only to find that the total amount due was $1,811.03! That's right, eighteen hundred dollars! Normally my January bill using Met-Ed's rates is anywhere from $600 - $800 depending on the temperatures and how much I am using the heat. I began looking my bill over and found that my usage was an estimate based on last year's consumption in January of 6,640 KWH. Sure that seems like a lot, but remember, my entire home is powered by electric, including my hot water heater and grinder pump. I also found that American Power & Gas LLC had increased my rate from 9 cents to 25 cents per KWH!!!
At this point I didn't even realize it was due to the 300% increase and when I called up American Power and spoke to "Raquel" who seemed quite shocked herself about how high my bill was, she suggested that I get on an Equal Payment Plan with Met-Ed to spread out my payments. She said because American Power & Gas does not offer payment plans, having them as my supplier is actually hurting me.
After getting off the phone, that's when I realized the enormous increase, so I called them back to complain. I then spoke to another representative. The first thing I asked her, "what is my current rate?" Could you believe that she came back and told me 9 cents!!! That's when I said "no for my most current bill". She proceeded to inform me that it was .25 cents per KWH and that due to the "Polar Vortex" they had to increase my rates. She assured me that Met-Ed and every power supplier will be doing the same, increasing everyone's rates by more than 100 percent by March and pointed me to a government runned website where I could find more information. This site www.eia.gov did not show me these prospected increases, just that fact that customers may see at maximum a 25% increase across the US.
American Power & Gas had obviously ripped me off! I did find another blog online where another customer of theirs was ripped off by nearly the same increase.
I wish there was something that could be done to rectify my bill and readjust my rate for January. I am going to have a very difficult time paying this bill. Please do not use American Power & Gas LLC if you don't want to end up screwed!
This report was posted on Ripoff Report on 02/08/2014 07:07 AM and is a permanent record located here: https://www.ripoffreport.com/reports/american-power-and-gas-trusted-business-ripoff-report-verified-businesses-you-can-trust-american-power-and-gas-is-a-florida-based-company-that-sells-energy-power-and-gas-services-to-businesses-and-homeowners-in-the-northeastern-united-states-in-the-states-pennsylvania-new-jersey-new-york-ohio-and-illinois-american-power-and-gas-has-affordable-plans-that-put-the-power-back-in-customers-hands/select-stateprovince/american-power-gas-llc-clearwater-florida-1121958. 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. READ: Foreign websites steal our content
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