Energy Service Company
SFE EnergyHeadquarters
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Important information
- Customer Complaint:Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.
Complaints
This profile includes complaints for SFE Energy's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 368 total complaints in the last 3 years.
- 76 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:13/12/2024
Type:Billing IssuesStatus: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.
They are trying to bill us for something we didnt sign up for.Business Response
Date: 23/12/2024
SFE Energy Findings
On December 05, 2018, ******* ***** was solicited door-to-door by a SFE sales representative and entered into an energy supply agreement, for natural gas for a term of 3 years.
On the front page of the signed contract, it clearly states the following:
You understand that the Sales Representative is representing SFE and is not from **** ******* *** ****** ******* (****). You understand that by choosing SFE as your natural gas CTA, Your **** will continue to deliver Your basic gas service, read your meter, bill You, and respond to any emergencies. You further acknowledge that by signing this contract or agreement, You are voluntarily choosing to change the entity that supplies You with Your basic gas service. You confirm that You are the Account Holder, or the spouse of the Account Holder, over the age of 18 and authorized to make account decisions. You understand that continuing to receive the **** ‘S budget billing services will depend on Your ****.
SFE may renew (includes automatic renewal) the Agreement at the end of the Term.
On December 05, 2018, the customer also confirmed enrollment into the contract on a Live Third-Party verification call as the authorized account holder.
On January 04, 2019, the natural gas contract took effect.
On November 4, 2021, SFE sent the customer a renewal notice via mail advising that the agreement will renew at the same price as their current agreement. The renewal contract took effect on January 4, 2022.
On November 8, 2022, SFE sent the customer another renewal notice via mail outlining the agreement will renew at a new fixed price for a term of 5 years. The renewal contract took effect on January 4, 2023.
Based on our findings of the investigation, including the elements of the agreement terms and conditions of the agreement, it is SFE’s opinion that ******* ***** entered into a valid agreement with SFE.
Nonetheless, SFE cancelled the customer’s renewal contract, upon receipt of the BBB complaint, the utility set 01/02/2025 as the effective cancellation date. Cancellation fees are not applicable for the renewal contract.
On December 21, 2024, SFE contacted the customer via email to explain the resolution.Initial Complaint
Date:17/07/2024
Type:Billing IssuesStatus: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 have been charged on my **** bill for months from sfe I don’t even know how this even startedBusiness Response
Date: 24/07/2024
SFE Findings
On August 28, 2023, ******* **** signed an agreement with SFE Energy (“SFE”) for the supply of natural gas for a term of 5 years.
On August 28, 2023, SFE sent the customer a Welcome Package via email that confirms the agreement details and terms and conditions of the program. This Welcome Package was emailed to the same email address provided as belonging to the customer in the BBB complaint.
Within the Welcome Package emailed to the customer, it clearly outlines the price and term of the agreement and that the program is voluntary and savings are not guaranteed.
On August 28, 2023, the customer also confirmed enrollment into the contract on an electronic Third-Party Verification (“****”) as the authorized account holder. The telephone number the customer used to conduct the **** is the same telephone number provided as belonging to the customer in the BBB complaint.
On this ****, the customer confirmed that she received a copy of the signed agreement and confirmed her understanding that she was requesting a change of natural gas supplier to SFE Energy.
On September 6, 2023, the customer’s natural gas contract took effect.
On July 17, 2024, SFE cancelled the natural gas contract as per the customer request. The utility set the effective cancellation date as August 6, 2024.
SFE Energy has waived the cancellation fees as a gesture of customer service.
Based on our findings of the investigation, it is SFE’s opinion that the customer entered into a valid agreement with SFE.
SFE contacted the customer on July 24, 2024, to explain the resolution.Initial Complaint
Date:17/06/2024
Type:Billing IssuesStatus: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 company sent a representative to my door who said, and I quote, "I am a contractor working WITH ****" WITH. The man on the phone I am trying to complain to has told me "We do not work with, nor are we affiliated with ****" Not only does no one read the fine print, I wasn't given the option. He handed me something to sign, and that was it. If I had asked he might have given me something to read. But he works with ****, why would I have to doubt him? What they don't tell you is no matter how much gas you use, they will charge you a set rate EVERY day. My gas bill went up from under 10 dollars a month to over 50. * ** ******** *** **** *** **** *** ***. I am young enough I should have known better. They prey on the elderly. Elderly people in particular aren't gonna read the fine print. They hear "I work for **** and go, "Oh, I don't have to question them!" Just like I stupidly did. Then I call to cancel, which **** tells me is my only recourse on their end. "It will take 1-3 billing cycles to unenroll." They plan to continue charging me 50 dollars a month for 3 more months. I want a refund of the 42.59 they cheated me out of. I want immediate removal from the program. I want them shut down for their practice of preying on people. **** ** ********** particularly towards the elderly. This should be illegal.Business Response
Date: 27/06/2024
Please be advised that SFE Energy has directly contacted this customer directly with the dispute resolution on June 27, 2024.Customer Answer
Date: 27/06/2024
Complaint: ********
I am rejecting this response because:They didn't give me any documentation to review. They outright told me they worked for ****. Why would I question ****. They handed me a tablet. Nothing to read, just a signature pad. The company claims that the agent therefore acted outside of their preview. Okay, then I want that agent to pay me the 90 dollars this is going to cost me. I want reimbursement for this and last month. I was intentionally **** ** *** mislead. I am not going to drop this without getting reimbursed. I will continue to fight this until I am reimbursed. If I have to, I will file a lawsuit.
Sincerely,
********* ****Business Response
Date: 14/07/2024
Please be advised that SFE has directly contacted the customer on July 14, 2024 via email and advised of the resolution.Initial Complaint
Date:26/02/2024
Type:Order IssuesStatus: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 represent the ownership of the commerical customer entity. SFE and/or its affiliates (*** ************* *******) called an employee of my company (a property owner and management company) selling its services. Our (*** ***) employee was an Administrative Assistant and not authorized to enter into any contracts or agreements on behalf of our company. SFE's agent directed this employee into a verbal contract agreement for a 5 year contract to purchase energy from SFE. This agreement was made unbeknownst to the ownership of the property. Moreover, SFE should have surmised that an Administrative Assistant was not an authorized decision maker. *** ****** ** ***** **** ******** *** ******** * *** * ************* **** ********** * ********* ******** *** ******* * ***** ******** * *** ********* *** ***********Business Response
Date: 06/03/2024
SFE will contact the customer directly to resolve the issue.Customer Answer
Date: 06/03/2024
Complaint: ********
I am rejecting this response because: there is no offered solution. I have not heard from SFE Energy and am not going to cancel this complaint based on a loose statement that SFE is "going to contact the customer directly".
Sincerely,
**** *********Business Response
Date: 12/03/2024
Good day,
Please be advised that SFE is contacting your attorney regarding the matter.
Regards
Initial Complaint
Date:10/01/2024
Type:Billing IssuesStatus: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.
** ******* ************* ** **** ******** ***** * ** **** **** * ** **** * ** ****** *** **** ****** ******* ** ****** ** *** The representative of this company came to my house and told my husband that he just wanted to check the gas bill to see that they were giving him the corresponding rate. Then I told my husband that I would give him an update because there was a rate. Differently, my husband told him that I was not there, that I was the account holder, to which he told him that it did not matter that they would only send a text message to his phone and my husband could tell that he agreed, the message arrived, they made a called and the boy told my husband not to read the message that he said yes to everything and also to an email the boy never told my husband that he would change companies, only that it was an update so it happened on the second receipt I see that the gas increased and I called and they told me to change the company. I spoke to the company and a lady answered me **** ****** and insulted saying that it was my fault and that I couldn't cancel because the contract was for 7 years. *** *** **** **** *** I asked her to speak. with someone else and she told me no that she was the person in charge of customer service and that everyone would say the same thing. She even told me that because of me they were going to have to fire an employee for me. She was very respectful when she told me that it was my fault because I didn't read the terms and conditions but everything was legal. Then I called my very kind social worker. A guy answered us and apologized and helped us with the cancellation, but now those more expensive bills affected me financially because they were higher than usual, 2 times higher. I don't know how much more I'm going to pay because they need to pass 2 to 3 invoices after the cancellation, the amount I put is the one I already paid but if there are more invoices that still affects me a lotBusiness Response
Date: 19/01/2024
SFE Findings
On July 6, 2023, Mr. **** **** ***** was solicited by a SFE Energy (“SFE’) sales representative and signed an electronic agreement for the supply of natural gas for a term of five years.
On July 6, 2023, SFE sent the customer a Welcome Package via email which confirms the agreement details and terms and conditions of the program. Within the welcome package, it clearly outlines the price and term of the agreement and that savings under the contract are not guaranteed.
Furthermore, within the welcome package emailed to the customer, it states the following: “SFE’s price may not always provide savings against the customer’s Utility’s price to compare.”
On July 6, 2023, the customer also confirmed enrollment into the contract on an electronic Third Party Verification (“eTPV”), as the authorized account holder. On this eTPV, Mr. ***** confirmed that he received a copy of the signed agreement and confirmed his understanding that the Sales Representative does not work for or represent the California Public Utilities Commission, the utility or any other supplier. Mr. ***** further acknowledged that he is requesting a change of his natural gas supplier to SFE Energy.
On September 8, 2023, the customer’s natural gas contract took effect.
On December 6, 2023, the customer’s contract was cancelled as per the customer’s request. The utility set the effective drop date to January 9, 2024.
On December 6, 2023, SFE sent the customer a cancellation letter with a confirmation number.
Based on the findings of our investigation, including the elements of the terms and conditions of the agreement, which were fully disclosed to the customer, it is SFE’s opinion that the customer entered into a valid agreement.
Nonetheless, as a gesture of good will, SFE will waive the cancellation fees associated with the early termination of the contract. However, no reimbursements are warranted.
On January 20, 2024, SFE contacted the customer to inform of outcome of investigation.Customer Answer
Date: 23/01/2024
Complaint: ********
I am rejecting this response because:Mrs. Maria R. also sent me an email and it is the same person who answered me. She did not let me cancel and intimidated me, so with **** they obtained a contract for the person who came to my house. I did not let my husband read anything, why did he only It was an update, please, I need my refund. It's not fair that I'm paying too much and I still get bills.
Sincerely,
****** *******Business Response
Date: 31/01/2024
SFE Compliance maintains the previous position. SFE Compliance sent the customer an email stating the initial resolution on January 19, 2024.Initial Complaint
Date:12/12/2023
Type:Order IssuesStatus: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 the owner of the business and I don't know when and hoe SFE signed up with our ***** account. Ths is a laundromat business and we took out the machines to install new machines. Its been 3 month we are not able to allocate funds but the electricity bill is coming high. I reviewed the bill and realised that the bill itself is 393 dollers but SFE supply fee is 692. So I compared the bill with my other store and found that there are no SFE charges on my other bill. I called ***** and ask them why there is SFE on my bill so they told me you are signed up with SFE and you can cancel only through Calling SFE. I called SFE after taking all my information they said the broker will call you in 24 hrs and guide you for cancellation process. Since that time I am waiting. SFE almost more than 20k. I request BBB to plz help me to get rid of SFE.Business Response
Date: 29/12/2023
SFE Findings
SFE will contact directly with customer to resolve.Customer Answer
Date: 29/12/2023
Complaint: ********Thanks and I really appreciate BBB for taking notice of this matter and helping me and many other people like me.
I am rejecting this response because:
They called and provided a fake contract.* **** ******** this contract which they have sended you can go through and will find out who ever made this contract does not even know about the name of our company.we don't know the person who they have mentioned as a signer.
** ** * ***** *****
they have sended this contract and told me if they cancel they will charge cancellation fee of $3900 which is totally unacceptable.
how can a SFE make a contract without the consent of the customer company owner.
they need to cancel this service right away without any cancellation fee or panelity.
In reply to there email ******** with this contact I have explained them everything and they said they have forwarded the information further to review and will contact me.
after waiting for few day I called them 2 times and they took my number and told me some from the related department will call me but since that time I have not received any call or email.
**** *******Business Response
Date: 12/01/2024
SFE will contact the customer directlyInitial Complaint
Date:03/07/2023
Type:Sales and Advertising IssuesStatus: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.
A rep of SFE came to my door today and asked my husband to speak with the account holder bc she was working at the direction of **** to correct ongoing billing issues. He was told this needed to be done ASAP so he came and got me. The rep explained again that she was with SFE, who is a gas provider for **** and that she needed to verify my account and that I was being charged the correct amount of $1.19. I was not able to pull up the information online so she said she would help me get the information by calling **** and getting my account information with me. She said that once this information was verified, they would work with **** to get my pricing corrected but it could take up to 2 months. I went thru the steps and verified my phone number as requested, which I was told was acknowledge the **** account was mine. I then clicked the acknowledgements online, which included that she did not say she was an employee of **** or of the government. AT NO POINT was I told that I was signing up for a new contact or program. It was always to correct an error on my bill in partnership with ****. Once this was completed, she said I would get a confirmation email with the details of our conversation for my records. As soon as they left, I received an email thanking me for opening my account with this company. I immediately opened it and reviewed the documents, which were never presented to me prior to my verifications. I called the verification line that she had called from my phone and asked to be immediately connected with a supervisor while I sent my husband to find them and have her come back to the house. Once the woman, I told her that I didn't appreciate being **** ** and wanted this new account cancelled and my information deleted from their system. She tried to tell me that she never **** and I must have misunderstood, which is still a ***. She was not working in any kind of partnership with ****. Still waiting for a confirmation email that the acct was cancelled.Business Response
Date: 14/07/2023
SFE Findings
On July 3, 2023, Ms. ******* ********(“the customer”) was solicited by a SFE Energy (“SFE’) sales representative and signed an electronic agreement for the supply of natural gas for a term of five years.
On July 3, 2023, SFE sent the customer a Welcome Package via email which confirms the agreement details and terms and conditions of the program. Within the welcome package, it clearly outlines the price and term of the agreement and that savings under the contract are not guaranteed.
Furthermore, within the welcome package emailed to the customer, it states the following: “CUSTOMER AWARENESS: You understand that the sales representative is representing SFE and is not from your Natural Gas Public Utility (NGPU)”.
On July 3, 2023, the customer also confirmed enrollment into the contract on an electronic Third Party Verification (“eTPV”), as the authorized account holder. On this eTPV, Ms. ******* ******** confirmed that she received a copy of the signed agreement and confirmed her understanding that the Sales Representative does not work for or represent the California Public Utilities Commission, the utility or any other supplier. Ms. ******** further acknowledged that she is requesting a change of her natural gas supplier to SFE Energy.
On July 4, 2023, SFE cancelled the customer’s natural gas agreement, as per BBB complaint received, prior to the contract taking effect. The contract will not take effect and cancellation fees are not applicable.
On July 4, 2023, SFE mailed the customer a cancellation confirmation letter.
On July 14, 2023, SFE contacted the customer to inform of outcome of investigation.Initial Complaint
Date:18/05/2023
Type:Sales and Advertising IssuesStatus: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.
My wife answered the door for a sales person who claimed that our energy bills would go up if we did not verify a few things with her. She talked extremely fast, saying our energy providers names several times, and said we had failed to respond to several mailing notices they had sent so now they were coming door to door. My wife, believing that this woman was from our energy company, verified a few items with our bills and did a text verification. I came home from work and my wife told me she had taken care of the thing with the energy company. I asked what thing and she said our updated contract - I asked to see the contract and saw it was from this company and not our energy provider. Reading the contract, which my wife had already signed in the heat of the moment with the sales person at her door, construction noise upstairs and a barking dog, it promises no savings… instead it actually charges us daily for using their “service”. **** ** * ***** *** ********* *** ** ***** ****** **** ******* *********. **** **** ******** **** ** **** ********** ***** ***** ** **********. I am currently pursuing canceling our contract, which the contract does say I have 3 business days to mail in a letter of cancellation to a PO Box. Too bad that by the time I learned of this decision for my household after coming home from my office job, according to the contract one business day had already passed. The contract was signed by my wife DIGITALLY around 2PM on 5/18/23 yet I need to have a PHYSICAL letter of cancellation delivered to a PO Box by 5/22/23.Business Response
Date: 29/05/2023
On May 17, 2023, ****** ******* signed an electronic agreement (********) with SFE Energy to supply natural gas and electricity at a fixed price plan for a term of 3 years.
On May 17, 2023, SFE emailed the customer a Welcome Package that contains a copy of the signed Electronic Agreement and Terms and Conditions of the program.
Within the Welcome Package emailed to the customer clearly outlines the price and term of the agreement and that savings under the program are not guaranteed. Furthermore, within the Welcome Package also clearly outlines the contract's rescission period and early cancellation fees.
On May 17, 2023, the customer confirmed enrolled into the contract on an Electronic Third Party Verification ("eTPV"), validating her intent to enter into an agreement and receive service from SFE.
On this eTPV, the customer confirmed that she received a copy of the signed agreement via email, confirmed that the price and term offered was correct and that savings under the contract are not guaranteed. The customer further confirmed her understanding that SFE is not the utility and the rescission period and early cancellation fees of the contract.
On May 19, 2023, SFE cancelled the agreement per the BBB complaint received, prior to the contract taking effect and cancellation fees are not applicable.
Based on the findings of our investigation, including the elements of the terms and conditions of the agreement, which was fully disclosed to the customer on the eTPV, it is SFE’s opinion that the customer entered into a valid contract.
As per the customer's request, SFE cancelled the agreement on May 19, 2023. Therefore, the contract will not take effect and cancellation fees are not applicable.
On May 26, 2023, SFE contacted the customer to explain the above.Customer Answer
Date: 30/05/2023
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.I still strongly disagree with the high pressure sales tactics that these door to door sales people used to pressure my wife into signing this contract.
Sincerely,
******* ********Initial Complaint
Date:09/05/2023
Type:Order IssuesStatus: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.
On 3/13/23 a representative from SFE energy came to my door and I signed up for using them as a third party gas supplier. After receiving my emailed contract and reading the fine print I contacted the representative the same day to cancel the contract. She would not respond to me. I was unable to get through to anyone in their customer service department so I mailed the cancellation form the the address listed online. On 3/14/23 I emailed a copy of my cancellation of services form. On 3/15/23 I received an email response with a confirmation number stating my contract was cancelled. On 5/09/23 I contacted *** because SFE had gas charges on my current bill despite this cancellation. They advised me to contact SFE directly. I contacted SFE customer service 5/09/23 and was told that my contract had not been cancelled. She stated she would cancel it as of today and it would take 1-2 billing cycles to cancel. Today's cancellation confirmation # is ********. I should never have been billed by SFE in the first place and want this corrected back to the 3/15/23 cancellation date. *** said that they will adjust my bill after this is done.Business Response
Date: 19/05/2023
SFE has waived the cancellation fee associated with the early cancellation of the contract and will reimburse the customer for the difference between what they paid with SFE and what they would have paid with the utility for the time the contract was in effect.
On May 17, 2023, SFE Compliance contacted the customer to explain the resolution aboveCustomer Answer
Date: 19/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. There was no need for a waiver of cancellation fees because as I provided them evidence that the contracted was canceled in the time window required. However I accept the offer for reimbursement and am in agreement with closing this matter.
Sincerely,
***** *******Initial Complaint
Date:28/04/2023
Type:Sales and Advertising IssuesStatus: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.
SFE ENERGY made contact with me at home, the representative said that SFE ENERGY was a company that ** ** bought their gas from and that *** was over charging their customers in California. She said that they work on behalf of ** ** customers to reduce the rates **** are changing saying that they will only contact ** * and let them know that they are over charging the customer and by doing so *** will adjust the bill to reflect the correct amount of 1.19 therms/ per day usage. This was in fact a ***, SFE ENERGY does no such thing, they infact lock customers into a contract for their own company to provide gas. Therefore leaving the customer to unknowingly switch their provider over to SFE ENERGY. Once I was made aware of this, I tried to contact SFE ENERGY and cancel the ********** contract however, all listed phone numbers don't work. There is no way to contact the company. Further information was obtained from *** noting that they themselves are unable to pursue any legal means to help their customers resolve this issue and cancel the ********** contract SFE ENERGY obtained. Something needs to be done more to protect customers, ************ obtained contracts are void wether by means of ***** or omitting facts that would otherwise allow the ******/customers to make well informed decisions.Business Response
Date: 09/05/2023
SFE Findings
On April 28, 2023, Ms. ****** (“the customer”) was solicited by a SFE Energy (“SFE’) sales representative and signed an electronic agreement for the supply of natural gas for a term of five years.
On April 28, 2023, SFE sent the customer a Welcome Package via email which confirms the agreement details and terms and conditions of the program. Within the welcome package, it clearly outlines the price and term of the agreement and that savings under the contract are not guaranteed.
Furthermore, within the welcome package emailed to the customer, it states the following: “CUSTOMER AWARENESS: You understand that the sales representative is representing SFE and is not from your Natural Gas Public Utility (NGPU)”.
On April 28, 2023, the customer also confirmed enrollment into the contract on an electronic Third Party Verification (“eTPV”), as the authorized account holder. On this eTPV, Ms. ****** confirmed that she received a copy of the signed agreement and confirmed her understanding that the Sales Representative does not work for or represent the ********** Public Utilities Commission, the utility or any other supplier. Ms. ****** further acknowledged that she is requesting a change of her natural gas supplier to SFE Energy.
SFE’s toll free number, fax number and email address are provided on the front page of the Welcome Package emailed to the customer. According to our records the customer called us three times on Friday, April 28, however, she only remained in the queue for an average period of 37.33 seconds.
The customer’s first call occurred at 9:34 pm, in which our call center was closed; the customer was informed about the hours of operation through the IVR message.
On April 30, 2023, the customer’s contract was cancelled as per BBB complaint received. Cancellation fees are not applicable as the agreement was cancelled prior to the contract taking effect.
On April 30, 2023, SFE sent the customer a cancellation letter with a confirmation number.
On May 9, 2023, SFE contacted the customer to inform of outcome of investigation.Customer Answer
Date: 09/05/2023
Complaint: 19996926
I am rejecting this response because: It simply isn't an honest response.1.) I was never made aware that my service or provider would be switched to SFE ENERGY.
2.) I was informed by the representative that they were an affiliate of ** *** *, and were working on behalf of the *** customers to correct a mistake *** was making on the bills.
3.) My call history shows all the calls I made to SFE ENERGY as well as to ***, and the CPUC. All made to SFE ENERGY are before closing times starting at 3:26pm. I also have video evidence from my security system that has already been submitted to the CPUC as per request, further disproving SFE ENERGY's claims of what happened. Yes the electronic documents were signed, however, the documents were signed under ***** *********** *** ********* practices on part of the SFE ENERGY representative. I'm glad they cancelled the ************ obtained contract, however they need to own up to the ********* practices and follow legal business practices in the future.
Sincerely,
Mrs. *******
SFE Energy is NOT a BBB Accredited Business.
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