Complain about a product or service

Santana Energy

Rebecca of Naperville, IL September 22, 2009

I, too, recently received a call from a representative implying he was from Nicor on Thursday, September 17, 2009 at 7:00 p.m. He went into a whole speech about how I could get involved in this "great" program (Customer Select) since my account has been in good standing for some time. I asked him several times what this program entailed and why I had never heard of it before, because he had made it seem that it was something I had to complete, saying it was past due, and I could have 20 more days to fill out the paper work and get it finalized. After asking me numerous times to pull out my Nicor bill, I finally did and was asked for the therm count on the bill. I decided to give this to him, and once I did, he then proceeded to ask me for my account number. I was already concerned about the legitimacy of the call, but once I was asked for my account number, I told him I would call my local Nicor office first and he could call back. He got frustrated with my response, and proceeded with attitude and gave me all of his information including his license number, name, customer service number, where I could go view the Customer Select program on Nicor's website, etc. to, in his words 'ease my mind.' I again told him I was going to contact my local branch first. After several minutes of going back and forth, he finally said to me, "It would just make my life easier if you would just give me your account number, then I won't have to have my secretary pull your account again." Upon hearing that, I told him again that I was going to contact my local branch before I gave out any information and he could call back another day. He then proceeded to say "You know what I'm going to do, I'm just going to put a note in your file right now not to call you back, and when your name comes up again, I will just pass it up!" Wow! Talk about customer service! I informed him I did not appreciate the harassment and I would be filing a formal complaint.

Now, this entire time, my blood was boiling; and, I had thought it was a Nicor representative! I had tried calling Nicor's customer service department as soon as I got off the call to follow through with my complaint, but come to find out, the customer service office closes at 7! Well, that didn't make any sense! I decided to try calling the customer service number the representative had given me, and that's when I found out it was Santanna Energy Services! The next day, I called Nicor to inform them of my call from the night before. The representative from Nicor was extremely nice and very apologetic even though it had nothing to do with them. She took down notes from my call and said she was going to pass them along. I then called Santanna Energy Services and spoke with a customer service representative and told her I wanted to make a complaint. The representative I spoke with said all calls were recorded and they would be looking over the call from the previous day. I asked her how things would proceed and was told if he was entirely out of line, it may lead to termination. I asked to be called back Monday, after they looked into the complaint. It is now Tuesday, and I have yet to hear back from Santanna.

And, it gets better. The representative, Larry, initially called me Thursday from a 877 area code number located in Carson City, NJ. After looking at my caller id on Friday, I received 2 calls from the same number; one around 5:30, 15 minutes after I made the complaint, and the second at 9:00 at night! I did not notice any missed calls on the phone on Saturday, but Sunday received another call from the same number at 12:30 p.m.! Stated on the website of Santanna's, it says that representatives are assigned to accounts, meaning there wouldn't be numerous representatives directed to each account, so I can only assume it is the same representative, Larry, that is trying to contact me again. I just can't believe I am still getting calls from this rep, and why am I getting calls later than 8 p.m. and calls on Sunday!? All in all, I really hope people think twice about getting involved with this company. As you can see from numerous other complaints and the recent lawsuit, it's as close to a scam as you can get.

Kenneth of Chicago, IL September 18, 2009

I recently received a call from Santana Gas offering to become my sole supplier of gas, maintaining Peoples Gas as my delverer. They agreed to do this at a fixed rate for the next 12 months. After one person explained the program and costs and answered my questions, they put me on a line with a verifier. I was told that the verifier could not answer questions and could only accept yes or no responses. During the conversation with the verifier, the verifier said something that was different from what was explained to me. I questioned this and the person who had first explained the program jumped back on line to attempt to answer the question.

Upon answering the question, this person put me back on the line with the verifier, who, in proceeding through the script, told me I had to answer with a yes or no answer (because I had answered with "correct" instead of "yes"- because I realize that yes's can be construed differently from "correct") and asked another question that was not as explained. The initial person again jumped back on the line to answer the question and had me hold for the verifier to come back on the line. At this point I became uncomfortable and hung up. I have 2 questions.

1. Through research I found that Santana gas has had some issues with maintaining their fixed quoted pricing. Is this still an issue? 2. Based on my starting the conversation with them and answering a few "yes" questions, will they automatically make the change (even though I did not complete the process)?

Robert of Wonder Lake, IL August 14, 2009

On Thursday, August 13, 2009 I was contacted by telephone and asked if I would be interested in saving money on my gas bill. The company represented by this telemarketer was Santana Energy Services and I was told that I qualified to purchase my natural gas at a wholesale rate because I have always paid my gas bill on time. I was asked who was my current provider and I told the representative that I was satisfied with both the rate I was paying and the service of this company, IGS. I was then told by the representative that they were charging me at a much higher rate per therm than Santana would charge. I then agreed to consider switching after having an opportunity to carefully go over their agreement which they were to send to me in the "next few days".

I had reservations just from the experience on the telephone with Santana's representative and was told that someone from Santana would then verify that I was indeed eligible for a reduced rate. Thus far, I have agreed only to consider switching providers if in fact they were being truthful. I then decided to check to see what possible complaints I might find regarding Santana Energy Services and discovered that there is a suit against them by the Attorney General of Illinois.

I wanted to report this occurence in hopes that it might help others who are contacted by this company to know that they could be dealing with dishonest people.

Joe of Chicago, IL February 8, 2009

my bill is 230.00 a month . a man called me on the phne about a locked rate for my gas. i told him o.k. when i recieved my gas bill it was 579.11 for 02/04/2009 total balance 1,247.11 the supplier charges 422.11 im on a bget plane with peoples gas. im also on a fixed im come , and diibility i am going to have a hard time paying this bill.

Catherine of Rockford, IL January 22, 2009

In December of 2008 I received a flyer in the mail stating that Nicor Gas buys their gas directly from Santana Energy. I called Santana Energy and they stated they could save me up to 10% every month by buying my gas directly from them. I called Nicor and switched. I was paying Nicor 171.00 a month on their budget plan. My December gas bill (1st from Santana) was 263.56. They said that was because Nicor DID NOT read my meter. I paid it. This months bill is 395.78. How can that be? Santana's cost per therm last month was .08 more per therm than Nicor. I was told I would save money. I am going back to Nicor, wish I never left.

Now I have to pay the Santana bill of 395.78 so I do not ruin my credit. When I did speak to Roberto Cruz, Team leader at Santana, I had asked to speak to his supervisor. He said he was the end-all and no one was above him. I asked to speak to the CEO of the company and he stated again, all complaints go thru him. My opinion is this company is running a scam and I am sorry I ever thought I could save money with them. Any help you could give me or other potential customers would be greatly appreciated.

Leah of Cherry Valley, IL February 2, 2008

Feb. 1, 2008 received a telemarketing call from a male, stated he was with Sanatana Eneregy Services. This man said Santana Energy Services was a "Front End Supplier" of natural gas, and that as I as a "customer in good standing with Nicor Gas, could receive a 10% descount on my current gas bills if I enetered a 12 month service agreement with them". I questioned the call...took some information, and stated if interested I would contact them. I am no different than anyone and must admit that the thought of saving money appealed to me. I did however, have a few bells going off and declined.

After the conversation I decideded to seek out further information regarding this company, as I had never heard of them. Having come accross the article in your site regarding a 2005 lawsuit, I am very happy I followed my gut instinct, and declined his offer. I have provided you with all the information I was given, and hope you follow through as necessary. I do so hate companies that prey on people's wanting to save money in these times.

Jeremey of Chicago, IL August 19, 2006

Santana defrauded Illinois and its customers. It did that just to make money. Customers should know about US Energy Savings Corporation. They give last years rate as your fixed price for 5 years. Thats 5 full Winters at last years prices. Thats an awesome deal 5 years ago you paid 27 cents per therm. Last winter Peoples charged over 1.30 per therm. Just think how much money you will save over the next 5 winters. By your 4th year you most likely would be paying half as much as your neighbors who are not doing this. Most Important of all US Energy will not renig on the deal its all legit. Santana should have to pay customers back for what they did

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