Complaints

The 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:01/30/2025

  Type:Sales and Advertising Issues
  Status:

  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.

  1/20/25 residential energy came n looked at my current gas bill. Took screenshot n sent a link to my phone n the clicked the 2 boxes n had me sign. Online is showing it's a scam. I don't want to switch from ***** energy what I have now. So figuring out what I need to do. Online is showing it's some kind of contract

  Business Response

  Date: 02/04/2025

  
  Mr. ****** states a Residents Energy sales agent came to his residence and had him sign up, but he doesn’t want to switch from ***** Energy.
  Enrollment Date:
  January 30, 2025
  Method of Enrollment:
  Door to door sales transaction
  Offer Type:
  Rate Offer: Variable rate
  Promotional Offers: 1). 5% rebate of Residents supply charges on a recurring 6-month basis (capped at 24 bill cycles) upon completion of the required validation process. 2). $100 deposit of Residents Energy PERKS Dollars after day 50 of active service. A second deposit of $50 PERKS Dollars will be made on day 120 of active service.
  Complaint Report Summary:
  In researching Mr. ******’ complaint, Residents Energy’s records indicate that an enrollment was completed on January 30, 2025, pursuant to a door-to-door sales encounter at Mr. ******’ residence. The attached enrollment documentation was observed to contain Scott ******’ account information and a signature where required.
  In receipt of Mr. ******’ complaint, Residents Energy cancelled the pending enrollment. As such, Mr. ******’ ***** account will not be enrolled with Residents Energy nor will he receive supply services.
  Residents Energy spoke to Mr. ****** on February 3, 2025 regarding his complaint at which time he advised the sales agent who visited his residence did not thoroughly explain the program and offer. Residents Energy thanked Mr. ****** for this feedback and advised the feedback he provided would be properly investigated but that his enrollment was cancelled, and his account will not receive supply services from Residents Energy. Mr. ****** voiced his understanding and that he required no further assistance regarding the matter.
  Residents Energy investigated Mr. ******’ complaint with its contracted sales vendor and took appropriate action that included requiring the sales agent participate in remedial training. The sales agent will be closely monitored to ensure compliant sales marketing. Please consider that Residents Energy has a plethora of routine quality control procedures in place to oversee its salesforce and takes corrective action to rectify any issues that may arise.
  Lastly, to bring further resolve to the matter, Residents Energy placed Mr. ******’ contact information on its internal marketing suppression list to prevent future marketing from the Company.
  Should there be any further inquiries regarding the matter, please contact: **************************

  Customer Answer

  Date: 02/10/2025

  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. 
  
  

  Sara from residents energy phone number ###-###-####. I called n she called back n said I was canceled. So hopefully things are fine now. And I stay on ***** n not get switched to residents energy

  Regards,
  
  ***** ******
  
  
  
  

  
  

• Initial Complaint

  Date:01/09/2025

  Type:Sales and Advertising Issues
  Status:

  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.

  Sales people came to my door and coerced myself and several of my elderly neighbors into signing contracts with them. They never stated plainly who they worked for and made it sound as though they worked for the local utility company.

  Business Response

  Date: 01/13/2025

  Good Afternoon,

  Attached please find Residents Energy's response to Better Business Complaint ID ******** for Mr. *** ******

  Should there be any questions, please contact: ***************************

• Initial Complaint

  Date:10/20/2024

  Type:Sales and Advertising Issues
  Status:

  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.

  Monday 10/14/2024 a guy showed up on my porch claiming he was conducting a poll on gas prices in the area. I showed him my pricing on my bill and then I got a text message to sign a contract which I did not sign. Today 10/20/2024 I got mail from consumers energy saying my service had been switched to an alternative gas supplier. Nowhere in our conversation did the man say anything about switching over my gas to his company. I did not give him any permissions to do anything and yet my gas provider was switched without me knowing. I received multiple texts to sign a contract even after he left my house and I did not sign any of them. He was pretending to be involved in an energy price survey to get my information then signed me up for his company without my permission.

  Business Response

  Date: 10/31/2024

  Upon review of is records in response to Mr. ********’s complaint, Residents Energy located the attached enrollment documentation utilized to enroll his CE account for natural gas supply service, which was completed via an electronic enrollment platform as a result of a door-to-door marketing interaction on October 22, 2024. The enrollment documentation reflects the account holder Ian ********’s CE account information and has a signature authorizing the switch to Residents Energy where required. Please note that Mr. ********’s enrollment was initiated during an encounter at his residence, at which time the enrollee received an email message with a hyperlink to complete an electronic enrollment. From there, the enrollee would have needed to access the link to complete the enrollment and agree to the offer on their own device. Please note that Mr. ********’s enrollment was completed via an electronic platform and copies of the Contract Summary and Terms and Conditions were provided at the point of sale via links within a message sent to the email supplied for the enrollment. Complaint Report Summary (Continued): Furthermore, subsequent to the enrollment Residents Energy mailed the attached Welcome Packet to Mr. ********’s residence, via USPS First-Class, which reiterated the selection of Residents Energy and provided copies of the Contract Summary and Terms and Conditions. Please be advised that Mr. ********’s enrollment was processed for cancellation per his request on October 21, 2024; consequently, the enrollment was effectively rescinded and Mr. ********’s CE account will not receive natural gas supply from Residents Energy. In an effort to resolve this matter, Residents Energy Compliance Specialist Ian S***** reached out to Mr. ******** via phone on October 22, 2024. It was conveyed to Mr. ******** that Residents Energy observed that he had an incomplete enrollment through a text message to his cell phone but there was a secondary enrollment that was completed via an email to *********************. Mr. ******** indicated that the email is not his and he reiterated that he only received a text from the representative and that he did not complete the documents or sign anything. It was imparted to Mr. ******** that his enrollment was rescinded and Residents Energy would take the appropriate actions to rectify the matter. Immediately after speaking with Mr. ********, Residents Energy suspended the sales agent associated with the enrollment and commenced an investigation with its contracted door-to-door marketing vendor that directly employs this individual. The sales agent was interviewed and denied Mr. ********’s allegations; however, Residents Energy permanently removed them from the marketing campaign as a precautionary measure. Please consider that Residents Energy was founded upon, and operates under, a set of core values that emphasize compliance with applicable laws, rules, and regulations. Strict adherence to these core values is a condition of employment. Moreover, Residents Energy has quality control procedures in place to monitor the actions of its sales representatives and takes corrective action to maintain its high level of quality assurance. Residents Energy does not tolerate any marketing actions that deviate from the guidelines set forth by its management team. Lastly, in an endeavor to bring further resolve to this dispute, Mr. ********’s residential address and phone number were added to Residents Energy’s internal marketing suppression list to prevent future solicitation from the company. Please do not hesitate to contact Residents Energy via email at ************************** should there be any further inquiries concerning this matter. 
  

• Initial Complaint

  Date:10/14/2024

  Type:Sales and Advertising Issues
  Status:

  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.

  On 10/14/2024 Miguel R******** agent number ********* knocked on my door asking if I wanted free lightbulbs. He said that he needed how many kilowatts I use a month. I showed him my bill to see how many lightbulbs I would be eligible. He claimed I needed to sigh off on getting free lightbulbs. I was unaware that he signed me up for switched electric company's. I only could tell after he left when I looked at my phone. I tried to call his company Residents Energy and got the run around saying I needed to give them my account number in order for them to cancel to work order. And that I only had 72 hours to do so. I have had to call my electric company and put a hold on my account. I have an attacked a picture of the employees ID and a work order I found on my phone when I supposedly signed off on getting free lightbulbs. EXTREMELY DECEPTIVE WORK PRACTICES. I am tempted to call channel 7 news to report them.

  Business Response

  Date: 10/18/2024

  
  In researching Mr. ******’s complaint, Residents Energy reviewed the attachment enrollment documentation utilized to enroll the electric account for supply service. The enrollment documentation reflects all necessary account information for ******* ******’s ******** **** account and was signed accordingly. Upon completion of the enrollment process, all enrollment documentation, which is branded Residents Energy and includes the terms and conditions, are sent to the customer via SMS text.
  Additionally, please note that the enrollment was rescinded and the account will not receive supply service with Residents Energy.
  Residents Energy thanks Mr. ****** for bringing this matter to its attention. Residents Energy takes these matters seriously and promptly investigates any concerns regarding a sales agent encounter with its contracted marketing vendor and takes appropriate corrective action.
  Please be aware that all subcontracted sales agents are internally trained prior to marketing and are required to wear branded apparel, which includes a Residents Energy photo ID badge that indicates (in bold and red format): I AM NOT A UTILITY EMPLOYEE. Additionally, there are quality control protocols in place to monitor the agents to ensure that Residents Energy sales policies and procedures are followed; appropriate disciplinary action is taken where deemed necessary.
  Regarding Mr. ******’s assertion that he was asked to provide an account number when calling Residents Energy, please note that a new enrollment would not be in the customer service database; therefore, an account number, as well as other identifying information, would need to be provided in order to submit a pre-cancel.
  Lastly, in an effort to bring further resolve to this matter, Mr. ******’s residential address has been placed on Residents Energy’s internal marketing suppression list to prevent any future marketing
  Complaint Report Summary:
  
  from the company.
  Should there be any questions regarding this matter, please contact: ***************************

• Initial Complaint

  Date:09/18/2024

  Type:Sales and Advertising Issues
  Status:

  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.

  In November of 2023 someone stopped by my business and asked me for a copy of electric bill to review. Unbeknownst to me, he switched me off of my existing electric contract where I was paying 5.38 cents per kWh to ********* ****** and he put me with Resident Energy where I am now paying 12.88 cents per kWh. I am a small business and my budget is very tight. My electric bill went from paying around $300 a month to in excess of $800 a month. I called my local utility and complained to them and they said that it is not them and it is Resident Energy that is charging an exuberant amount for electricity. I need them to cancel my contract right away as I was unaware that I had committed to anything with Resident Energy.

  Business Response

  Date: 09/27/2024

  Upon review of its records in response to Mr. ******’ complaint, Residents Energy located the attached Customer Enrollment Form (CEF) utilized to enroll Mr. ******’ ****** account for electricity supply service, which was the result of a Commercial Broker sales interaction on October 18, 2022. The CEF reflects the ****** account for **** ******* / ******** ****** and has a signature authorizing the switch to Residents Energy, with a postdated estimated start date of October 2023. As the result of this enrollment interchange, Mr. ******’ ****** account began receiving electricity supply from Residents Energy on November 1, 2023. Furthermore, subsequent to the enrollment, Residents Energy mailed the attached Welcome Letter to Mr. ******’ business address, via USPS First Class, which reiterated the selection of Residents Energy. Please note Residents Energy’s records do not indicate this document was returned as undeliverable. Additionally, Mr. ****** should have received a notice from his utility company confirming the impending switch to Residents Energy. Moreover, although Mr. ****** asserts that he was switched to Residents Energy as a result of a doorto-door marketing interaction in November 2023, please consider that Residents Energy’s Commercial Broker solicited Mr. ****** through a telemarketing interaction that took place on October 18, 2022. Please be advised that Mr. ******’ Residents Energy account was processed for cancellation per an EDI notification from ****** designating the service an effective drop date of September 4, 2023, due to a change to another retail supplier. However, Residents Energy received the attached form from Mr. ****** giving consent to reinstate the service on September 11, 2024 and the service was set to reengage on October 7, 2024. Complaint Report Summary (Continued): In an effort to resolve this matter, Residents Energy Compliance Specialist Ian Sumner reached out to Mr. ****** via phone on September 25, 2024. The enrollment details (Date, method, etc.) were conveyed to Mr. ****** and he was emailed a copy of the CEF and reinstatement documentation. Mr. ****** indicated he would review the information but was really only seeking to cancel the service without any penalties and would then consider the complaint resolved. Mr. ****** was apprised that the service had been canceled on September 4, 2024 but would be reactivated on October 7, 2024 due to the receipt of the signed reinstatement document. Further, Mr. ****** was informed that Residents Energy would drop the service and waive the early termination fee on the condition that he retract his BBB Complaint since Residents Energy has all of the documentation supporting the proper enrollment of his ****** account. Mr. ****** was very satisfied with this resolution and acknowledged there was a misunderstanding. Lastly, in an endeavor to bring further resolve to this dispute, Residents Energy placed an enrollment block on Mr. ******’ account to prevent any future enrollment attempts from being processed. Please contact Residents Energy via email at ************************** should there be any further inquiries or requests concerning this matter.
  

  Customer Answer

  Date: 10/05/2024

  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. Resident Energy was very responsive and they helped me cancel my contract. Thank you Ian for your professionalism and all your help. Regards, ******** ******

• Initial Complaint

  Date:09/03/2024

  Type:Billing Issues
  Status:

  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.

  Date of transaction 6/10/24 was only them giving me estimates that wasn't fulfilled by Residents Energy that my previous bill had already provided. Now I have to change my supplier to prevent them ever billing me again. If this energy should still be able to go door to door, it should be an energy supplier that involves the option to choose truthful information about wind and solar from now on.

  Business Response

  Date: 09/06/2024

  Upon review of its records in response to Mr. ********** complaint, it was discerned that Residents Energy acquired his electricity supply service from **** ****** in December 2022. Please see the attached letter mailed to Mr. ********** residential address, on November 25, 2022, via USPS FirstClass, which provided information regarding the service transfer from **** ****** to Residents Energy. Furthermore, please consider that in transitioning the service, Residents Energy honored the term and rate offer associated with Mr. ********** initial enrollment with **** ******. As the result of this account acquisition, Mr. ******** began receiving electricity supply from Residents Energy on January 6, 2023. Please consider that since Mr. ******** was enrolled with Residents Energy as the result of a service transfer from his previous electric supplier, **** ******, there was no sales interaction that occurred on June 10, 2024, nor was Mr. ******** ever solicited by any of Residents Energy’s door-to-door marketers. Moreover, Residents Energy mailed Mr. ******** the attached Contract Renewal Notice on November 25, 2023, which served to inform him that the initial term of the agreement was expiring at the end of the January billing cycle and a new twelve (12) month agreement would ensue with a fixed rate of $0.1045/kWh. Additionally, this mailing contained information regarding how to cancel the agreement, if desired. Please be advised that Mr. ********** Residents Energy account was processed for cancellation per a drop request received from ComEd on July 8, 2024, due to a switch to another electric supplier, which designated the service an effective termination date of August 7, 2024, in accordance with the utility company’s service transfer policy. Complaint Report Summary (Continued): In reference to Ms. ********** electric supply charges from Residents Energy, please note that he was billed in conformance with the applicable rate offer and utility reported energy consumption; therefore, all electric supply charges assessed by Residents Energy were correct as rendered. Lastly, in an effort to bring further resolve to this dispute, Mr. ********** residential address and phone number were added to Residents Energy’s internal marketing suppression list to prevent future solicitation from the company. 
  

  Customer Answer

  Date: 09/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  Regards,
  
  ****** ********
  
  
  
  
  

• Initial Complaint

  Date:09/02/2024

  Type:Sales and Advertising Issues
  Status:

  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.

  2 young men came to my door claiming to be from ******** **** ******** **  I fell for it Only later to discover that I had been scammed ! I do not want this change in my account also the ** *** ** Please HELP !

  Business Response

  Date: 09/10/2024

  Upon review of its records in response to Ms. ********’s complaint, Residents Energy located the attached enrollment documentation utilized to enroll her *** and *** accounts for electric and natural gas supply services, which was the result of a door-to-door marketing interaction on August 30, 2024. The enrollment documentation reflects account holder ***** ********’s *** and *** account information and has a signature authorizing the switch to Residents Energy where required. Additionally, all Third Party Verification questions were answered in the affirmative. Please note that the choice Residents Energy and change of electric and natural gas supplier are clearly referenced within the enrollment documentation. Furthermore, please consider that Ms. ********’s enrollment was completed via an electronic enrollment platform from which copies of the enrollment documents were made available through hyperlinks within an SMS text message sent to the cell phone number supplied for the enrollment. Please be advised that Ms. ********’s enrollment request with Residents Energy was processed for cancellation upon receipt of her BBB complaint; consequently, the enrollment was rescinded and Ms. ********’s electric and natural gas supply accounts will not be changed to Residents Energy. In an effort to address Ms. ********’s allegations, Residents Energy commenced an investigation with its contracted door-to-door marketing vendor that directly employs the sales agent associated with this enrollment. Although no wrongdoing was corroborated, the sales agent was required to participate in a remedial retrain with Residents Energy’s Sales training team as a precautionary measure. Please consider that all contracted sales agents marketing on behalf of Residents Energy are internally trained and expected to adhere to approved marketing guidelines. In addition, all sales agents representing Residents Energy are required to wear a picture identification badge, which conspicuously indicates they represent Residents Energy and states in bold red lettering, “I Am Not A Utility Employee.” Moreover, please note that Residents Energy has robust quality control proceduresin place to monitor its salesforce and takes corrective action to rectify any issues; Residents Energy does not tolerate any behavior that deviates from its strict marketing protocols. Lastly, in an endeavor to bring resolve to this matter, Ms. ********’s residence and phone number were added to Residents Energy’s internal marketing suppression list to prevent future solicitation. Complaint Report Summary (Continued): Please feel free to reach out to Residents Energy at ************************** should there be any further inquiries concerning this matter. 
  

  Customer Answer

  Date: 09/11/2024

  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. 
  
  Regards,
  
  ***** ********
  
  
  
  
  

• Initial Complaint

  Date:08/30/2024

  Type:Sales and Advertising Issues
  Status:

  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.

  A person came into our door on 08/29/24 around 5 pm and told us that she was from **** and needed to update some info and asked to see the bill for electricity. When she got the bill, she started filling up something on the phone. She told my son-in-law he would receive an SMS and asked if she could see his phone. Then she answered all the questions, skipping one important detail where it said we agreed to switch to Residents Energy as our energy supplier. The person who signed it is not even an account holder! How is it possible for them to take any person to sign something like this? This is disgraceful. Everything your salesperson said was a lie, and impersonating an employee from **** is a crime! I already called them to cancel my enrollment and asked for email confirmation, but I didn’t receive any. I want to cancel my enrollment if it wasn't canceled, get a confirmation email, and be placed on a suppression list.

  Business Response

  Date: 09/06/2024

  Customer Complaint:Ms. ********’s complaint alleges that an agent went to their home, identified as ****, and indicated she needed to update some information. The complaint further alleges that the agent spoke with her son-in-law and used his phone to complete the enrollment. Ms. ******** indicates that the person who signed is not the account holderEnrollment Date:August 29, 2024Method of Enrollment:Door-to-door sales transactionOffer Type:Renewable Energy / Variable rate with no ETF.Service Start Date:September 6, 2024Service End Date:September 9, 2024Prior Customer Contact:August 30, 2024: ****** ******** contacted Residents Energy to cancel stating he received a better offer. Residents Energy offered a differed rate option, which was declined. The account was submitted for cancellation.Complaint Report Summary:In researching this matter, the attached enrollment documentation that was utilized to enroll Ms. Ms. ********’s electric account for supply service was reviewed. From this review, the enrollment was found to be authorized by ****** ********, who provided all necessary account information and signed accordingly. Upon completion of the enrollment, all enrollment documentation, which is branded Residents Energy and includes the terms and conditions, are sent to the customer electronically.Please be aware per PA regulations, the account holder or any other authorized party is able to enroll for service. Mr. ******** would have had access to the account information/billing statements and signed the form to enroll for service.As indicated above, Residents Energy submitted the account for cancellation on August 30, 2024. As a result, **** assigned September 9, 2024 as the effective termination date. Please note, Mr. ******** did not mention a complaint regarding the sales agent interaction during this call.In an effort to address the allegations regarding the sales agent, Residents Energy investigated the matter with its contracted door-to-door marketing vendor and took appropriate corrective action to address the claims. Please consider that all contracted sales agents are internally trained prior to marketing the Residents Energy brand. Agents are also required to wear a Residents Energy badge with photo ID, which indicates (in bold red font) I AM NOT A UTILITY EMPLOYEE. Additionally, Residents Energy has quality assurance protocols in place to monitor any actions thatComplaint Report Summary:(continued)do not align with the guidelines set forth by Residents Energy’s management.Lastly, in an effort to bring further resolve to this matter, Ms. ********’s contact information has been added to Residents Energy’s internal marketing suppression list to prevent future marketing from the company.Should there be any additional information, please contact: ***************************

  Customer Answer

  Date: 09/09/2024

  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. 
  
  Regards,
  
  ******* ********
  
  
  
  
  

• Initial Complaint

  Date:08/26/2024

  Type:Sales and Advertising Issues
  Status:

  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.

  Earlier today (2024-08-26, 12:45 pm), a salesman came to my door (Agent Jalyen M****, ID *********, Sales Channel ***) and switched my electric delivery services to Residents Energy; I use ********** as my electronic supplier. I believe they are still processing my enrollment. I would like to cancel this transaction/enrollment. I was told this was a "local" delivery option in my area. After researching further and looking at other complaints, I feel as though this is untrue and I've been scammed. The Contract/Agreement states "To terminate this Agreement, you may call or email Residents Energy at the contact information provided within this Agreement." I tried to call the number provided but it did not go through to a representative or automated menu options. I also sent an email and am still waiting for a response. The Electronic Transcription Summary states that "You may cancel your agreement with Residents Energy without penalty or obligation until midnight of the third business day following your receipt of Resident Energy's Terms of Service." I just wanted to point that out and utilize my right to cancel my enrollment without penalty or obligation. I should have researched more before signing the contract with the salesman, but I need my enrollment canceled immediately before it has been processed. I would like to be switched back to the delivery service I had previously; I'm unsure if in canceling this enrollment that will happen or if I need to do so myself. I don't think it should be a significant issue since my enrollment is still being processed; I just need my enrollment canceled altogether.

  Business Response

  Date: 09/05/2024

  Upon review of its records in response to Ms. ******’s complaint, Residents Energy located the attached enrollment documentation utilized to enroll her ********** account for electric supply service, which was completed via an electronic enrollment platform as the result of a door-to-door marketing interaction on August 26, 2024. The enrollment documentation reflects account holder ******* ******’s ********** account information and has a signature authorizing the switch to Residents Energy where required. Additionally, all third party verification questions were answered in the affirmative. Please be advised that Ms. ******’s enrollment with Residents Energy was processed for cancellation upon receipt of this complaint; consequently, the enrollment request was rescinded and Ms. ******’s ********** account will not receive electricity supply from Residents Energy. Please note that Residents Energy replied to an email Ms. ****** sent requesting cancellation of the enrollment, informing her that the enrollment was rescinded and her account would not be switched to Residents Energy electric supply. Complaint Report Summary (Continued): In reference to Residents Energy being mentioned as a “local” electric supply option, please consider that Residents Energy is a competitive supplier licensed by the Massachusetts Department of Public Utilities to sell electric supply products to electricity consumers in the Commonwealth. In an effort to address Ms. ******’s allegation, Residents Energy commenced an investigation with its contracted door-to-door marketing vendor that directly employs the sales agent Jaylen Moyse. The sales agent was interviewed regarding their interaction with Ms. ****** and stated they often refer to Residents Energy as a “licensed” supplier but do not recall telling anyone it is a “local” supplier. Nonetheless, as a precautionary measure, Residents Energy required the sales agent to participate in a remedial retrain with its internal Sales Training department. Please consider that all contracted sales agents are internally trained by Residents Energy and are expected to adhere to approved marketing procedures. Furthermore, please consider that Residents Energy has robust quality control procedures in place to monitor its salesforce and takes corrective action to rectify any issues; Residents Energy does not tolerate any behavior that deviates from is strict marketing guidelines. Lastly, in an endeavor to bring further resolve to this dispute, Ms. ******’s residential address and phone number were added to Residents Energy’s internal marketing suppression list to prevent future solicitation from the company. Please feel free to reach out to Residents Energy via ************************** should there be any further inquiries concerning this matter
  

• Initial Complaint

  Date:07/25/2024

  Type:Sales and Advertising Issues
  Status:

  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.

  Thursday July 11th 2024. Door to door sales representative for Residents Energy approached and informed me he could lower my gas costs. Due to having a house full of neighborhood kids and myself a newborn, I informed him I would like more information as to do more research at a later time. He provided me with the residents energy website and continued on his way. A half hour later, I recieved a text containing a link for a contract for said company. This man illegally authorized this contract on my behalf! I immediately called the company to inform them of what happened. They stated they could see an account but there was no start date so they believed I did not have anything to worry about. Nonetheless they put in for a cancelation, provide me with a confirmation number for canceling and told me to follow up in 24-48 hours. I followed up and was informed the cancelation number was not correct but again they did not see a "start date" and provided me yet again with a cancelation number. Forward to today Thursday Jul 25th 2024 I received a welcome packet for their company.

  Business Response

  Date: 08/01/2024

  July 11, 2024- Ms. ****** contacted Residents Energy’s Customer Service Center to ensure that she was not enrolled because she spoke with a representative the day prior and requested more information, but later received a text with what appeared to be a signed contract. Residents Energy attempted to locate her account but since it was within 24-48 hours of the enrollment date, the information was not in the system yet. Alternatively, Residents Energy processed a pre-drop request for Ms. ******’s account and recommended that she call back the next business day to ensure the enrollment was dropped. July 15, 2024- Ms. ****** followed up with Residents Energy to make sure her enrollment was not processed. It was conveyed to Ms. ****** that the enrollment was inactive in the system but she should call back in one (1) to two (2) days to confirm it was canceled. July 16, 2024- Ms. ****** called Residents Energy’s Customer Service Center to make sure her contract was canceled, as she had been informed that pre-drop was submitted but had not been able to confirm the cancellation. Ms. ****** was informed that the account was showing as inactive in the system, but to ensure the enrollment was withdrawn, a drop request was processed to Consumers Energy and she was advised that the account would not be switched to Residents Energy. July 25, 2024- Ms. ****** followed up with Residents Energy because she received a welcome letter although she had called on several previous occasions to cancel the service. It was imparted to Ms. ****** that the welcome letter was automatically generated when her enrollment was entered in the system; however, her account was canceled and she would be receiving a letter from Residents Energy confirming the cancellation. Complaint Report Summary: Upon review of its records in response to Ms. ******’s complaint, Residents Energy located the attached CAF utilized to enroll her Consumers Energy account for natural gas supply service, which was the result of a door-to-door marketing interaction on July 11, 2024. The CAF reflects the account holder ******** ******’s Consumers Energy natural gas account information and has a signature authorizing the switch where required. Please note that Residents Energy’s records indicate Ms. ******’s enrollment was completed via an electronic enrollment platform from which an SMS text message was sent to Ms. ******’s cell phone with a hyperlink to complete the enrollment process. Upon completing the electronic enrollment, another SMS text message with links to copies of the CAF, Contract Summary, and Terms and Conditions would have been sent to Ms. ******’s cell phone. Furthermore, Ms. ******’s enrollment was already processed past the point where a pre-drop request would have effectively canceled the enrollment when it was submitted on July 12, 2024. Therefore, when Ms. ******’s enrollment request entered Residents Energy’s customer database, a welcome packet was automatically generated and distributed to her residential address through typical protocol. Please be advised that Ms. ******’s Residents Energy account was canceled per her previous requests; consequently, the service request was rescinded and her natural gas supply will not be switched to Residents Energy. Furthermore, Residents Energy mailed the attached cancel confirmation letter to Ms. ******’s residence on July 26, 2024 In an effort to resolve this matter, Residents Energy Compliance Specialist Ian Sumner reached out to Ms. ****** on July 30, 2024 wherein she was advised that her enrollment was canceled and she would be receiving a letter from Residents Energy confirming the cancellation in the forthcoming days. Ms. ****** understood and in further review of the matter, she mentioned that the sales representative did send her a text message but she was not able to access the links within the message. The sales representative then sent the information to his device, but she never authorized the service and only requested to receive more information so she could look into it at another time. In an endeavor to address Ms. ******’s allegations, Residents Energy commenced an investigation with its contracted door-to-door marketing vendor that directly supervises this sales representative. Ms. ******’s complaint details were reviewed with this individual and they were required to participate in a remedial retrain with Residents Energy’s internal Sales trainers. Moreover, Residents Energy’s compliance department will be closely monitoring this sales representative to ensure they are properly enrolling customers and adhering to applicable regulations. Please consider that Residents Energy has robust quality control procedures in place to oversee its sales force and takes corrective action to rectify any issues. Lastly, in an attempt to bring further resolve to this dispute, Residents Energy added Ms. ******’s residential address and phone number to its internal marketing suppression list to prevent future solicitation from the company. Please feel free to contact Residents Energy via email at ************************** should there be any further inquiries concerning this matter. 
  

  Customer Answer

  Date: 08/02/2024

  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. I appreciate the steps being taken to ensure these actions do not happen again. 
  
  Regards,
  
  ******** ******