ComplaintsforFamily Energy Inc.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Door to door salesmen posing as working with ********* and National Grid. Getting into a private building and swindling tenants into signing up for a service to lower energy costs, but actually stealing information and signing them up for a middle-man scheme where they upcharge you for the same service you're already paying to directly. Manipulative and dishonest salesmen. **************** for the company was mysteriously unable to locate the paperwork I mistakenly filled out, and then told me they would call me back to confirm. I do not consent to any of this.I do not consent to using their services. ***** rep refused to delete my information, and refused to do anything else. I do not consent to using, switching to, or interacting with their services or their business in any way whatsoever. And I refuse to give them any money.

  Business response

  05/07/2024

  On May 01, 2024, *********************** (the customer) signed an agreement for the supply of green electricity at a daily price for a term of five (5) years.
  
  The customer did not confirm her enrollment into the contract on a Third-Party Verification (TPV) call,therefore the account was not enrolled for service with Family Energy.
  
  Family Energy confirms that the customers account has not been enrolled, and that Family Energy will not become the electricity supplier.
  
  Further, Family Energy confirms that the customers details have been added to the do not solicitlist.

  Customer response

  05/08/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I switched energy providers to save money. I had no contract with Family Energy yet they are penalizing my business $3889.35 for dropping them. They have a time stamp on this payment and if it's not made by 4/8/24 they are threatening further action. I do not owe them any money and will not pay the amount they say I owe them. Furthermore, I just received this letter on 4/5/24.Please help!

  Business response

  04/19/2024

  Please be advised that Family Energy has contacted this customer directly on April 19, 2024 to provide the resolution to the above mentioned dispute. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Had 2 gentleman(from Family Energy) come into business asking to see our utility bill as they have been able to help as they said other businesses around us save money. There was no mention of agreement terms but MANY mentions of how much savings there would be. There was in fact no savings. When we tried to switch we were hit with an 'estimated early termination fee' of $1,481.94. Not only the ridiculous cancellation fee but it was then placed on our BUSINESS CREDIT REPORT.

  Business response

  02/09/2024

  SFE Findings
  
  Family Energy will contact the customer directly to resolve.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 2022, 2 sales men came to my family restaurant. They introduced themselves as Family Energy and ask to see my National Fuel bills. They looked over it, claiming we were being over charged and strongly encourage me to sign with them so I will be paying less, saving more money. They went into a long discussion of how their rate is much better and we will not be charged as much as National Fuel. Due to their explanation, I agreed and sign electronically with them. I even confirmed everything on *** call that I know learn was misguided by the brokers. On July 31st, we sold our restaurant and I received a letter from Family Energy demanding $2,980.02 early termination fee. This caught me by surprise because I originally didn't remember signing up with them due to many different sales men we had in the past. I eventually remember the event after speaking with a agent on the phone. I remember I was promised with more savings and that my monthly bills would we lower than my previous supplier. But that did not happened.There is a bills to bills comparison on my National Fuel account that shows that Family Energy charged us far more than what National Fuel would have from December 2022 to August 2023. They charged higher rate, higher gas supply, and total bills. Some of them are even $100 more. The total bill for National Fuel is $5,286.67 and Family Energy is $6,153.59. The difference is $866.92. So they lied and didn't keep their promise. Family Energy and their brokers are now denying they ever misled me. They claimed the deal was for fix rate and savings can't not too be guaranteed. This is absurd because what is on the contract was completely different than what the brokers told me verbally in person. I would have never signed with them in the first place if I wasn't promise any savings. There would be no need for me to make such a switch. They used deceiving tactic to lure me into their contract and that they're cheaper than National Fuel.

  Business response

  11/24/2023

  SFE Findings
  Family Energy maintains our position previously outlined to the customer. 
  

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Family Energy *** is my gas and electricity supplier. I have been out of the country for 6 months and every month they have been charging me $100+ when there is no one in my apartment utilizing any gas or electricity. I have a bill of over $500 for unused services. Furthermore there is no way to contact them. Their phone number is constantly busy 24 hours a day 7 days a week. It does not even ring. I cannot resolve the issue because I cannot get a hold of any representative to assist me.

  Business response

  07/31/2023

  SFE Findings
  On February 27, 2020, ***************************** (the customer) signed an agreement for the supply of natural gas and electricity at a daily price for a term of five (5) years.
  
  On February 27, 2020,the customer also confirmed enrollment into the contract on a Third-Party Verification (TPV) call as the spouse of the account holder.
  
  During the *** call,the customer confirmed that she had received a copy of the signed agreement, confirmed the daily price and term offered was correct and confirmed her understanding that savings under the contract are not guaranteed.
  
  On April 1, 2020, the customers natural gas took effect and on March 17, 2020, the electricity took effect.
  
  
  On July 7, 2023,********************** contacted SFE Energy via telephone to inquire about her bill.
  
  
  
  July 12, 2023, SFE left the customer a voice message to follow up.
  
  
  July 20, 2023, SFE received an email from the customer requesting a call.
  
  July 21, 2023, SFE Compliance staff contacted the customer to follow up, as requested.
  
  The contract took effect in March/April 2020 (over 3 years ago). SFE has no record of the customer contacting SFE to inquire about the contract or request cancellation prior to July 7, 2023 (3.5 years after the contract was signed).
  
  SFE confirms that the customer has been billed at the agreed upon daily prices since the commencement of the agreement.
  
  July 21, 2023, the contract was cancelled as per BBB received. SFE has waived cancellation fees associated with the early cancellation of the contract, as a customer service gesture.
  
  
  July 31, 2023, contacted the customer to explain resolution above.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The representative came to my home and asked to review my light bill and said that ***** was charging me at a high rate and they could get me on a low fixed rate.But since I signed up with them my light bill has been increasing significantly and they have been charging me over $120 each month on my light bill listed as an ESCO charge which I was not informed about. The representative did not inform me that I will inquire a charge on my bill. Since signing up with them my light bill has done the complete opposite and is higher and higher each month because of this charge that they have been sneak charging me I had to review my bills serval times for the months leading up to when I signed up with them and that when I discovered the charge.I need to be reimbursed for those charges because they did not inform me that I will be charged for signing up with them if they had done that I would not have signed up with them. I have attached 2 copies of my light bill showing when I was not enrolled with them and one when I did and you can ****** see the differences. They have the charge on multiple of my bills which I need all reimbursed to me.

  Business response

  05/09/2023

  Family Energy submits that our records indicate that on 11/04/2023 ********************************* entered into an electricity agreement with FE via telemarketing and confirmed enrollment into the contract on the *** call.  ********************** completed the *** call from telephone number ************ which is the same phone number belonging to the customer on the ******************** complaint.  On this *** call, the customer confirmed all the agreement materials including price/term/ cancellation fees and recession period.  She further confirmed understanding that FE program was voluntary and savings under the program were not guaranteed.  On 3/21/2023, the customer called FE to request contract cancellation alleging high bills.  FE cancelled the contract as per the customers request.  As a gesture of goodwill, FE has waived the cancellation fees ($209 including taxes) associated with the early termination of the contract, as a customer service gesture, however, reimbursement is not warranted at this time. On 5/9/2023 FE sent email to the customer explaining the above. 

  Customer response

  05/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  They did not provide that information to me regarding pricing….I am in debt because of the massive spike that happened with my light bill which I had use a credit card to pay and borrow money from friends to keep my lights on because I got serval final turn off letters from coned about my light bill.This never happened until i enrolled with them and I still have to recovered financially from the hit I took with those high bills.
  
   
  
   
  
   
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  ******* *********

  Customer response

  05/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  [Your Answer Here]
  
  They did not provide that information to me regarding  any charges or fee that I would have incurred.I am in debt because of the massive spike that happened with my light bill which I had use a credit card to pay and borrow money from friends to keep my lights on because I got serval final turn off letters from coned about my light bill.This never happened until I enrolled with them and I still have not recovered financially from the hit I took with those high bills. I understand that the cancellation fee was waived and again I was not informed that I would be charged a cancellation fee prior to enrollment with family energy.I need to be reimbursed for those charges ESCO charges on my light bill that i had to pay.The Family energy employee did not provide me with the necessary information that was needed to make a more informed decision.If I had known that I would inquire an additional charge to be supplied with energy and charged a cancellation fee I would not have enrolled in their scam of keeping my light bill at a fixed price which it didn’t and now I'm in this predicament and facing financial hardship.I need to be reimbursed for all those ESO charges.
  
   
  
   
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  ******* *********
  
  

• Initial Complaint

  04/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ON JAN 19 2023 2 GUYS WALK IN TO MY PLACE OF EMPLOYMENT CLAIMING TO BE FROM MY UTILITY COMPANY. THEY ASK TO LOOK OVER MY BILL TO MAKE SURE I WAS GETTING THE CORRECT DISCOUNTS.I TOLD THEM IM NOT INTERESTIED IN SIGNING UP FOR A THIRD PARTY SERVICE WHICH THEY RESPONDED "NO NO WE ARE JUST MAKING SURE YOUR BILLS ARE CORRECT AND YOUR GETTING THE CORRECT DISCOUNTS" THEN ASKED "WE JUST NEED YOU TO SIGN HERE (ON THEIR PHONE) THAT WE WERE HERE ". I LATER GOT A EMAIL OF A CONTRACT THAT I EVIDENTLY SIGNED, WHICH I AM ONLY AN EMPLOYEE AND HAVE NO AUTHORIZATION TO SIGN OR CHANGE UTILITY SERVICES. ON 1/30/23 I CALLED , EMAILED AND SPOKE WITH SOMEONE A FEW TIMES TRYING TO CANCEL THIS, WHICH AT ONE POINT I WAS ASSURED IT WAS CANCELLED. I CALLED THE UT I ILITY COMPANY AND ASK THEM TO BLOCK ANY THIRD PARTY ACCESS . FAMILY ENERGY NEVER SUPPLIED ANY SERVICE. .ON 2/27/23 I RECEIVED A **** IN THE MAIL IN MY NAME FOR $1,446.33 CANCELLATION FEE OR I COULD CONTINUE WITH THEIR SERVICE. I CALLED AGAIN AND AGAIN WAS TOLD IT WAS CANCELLED. THEN ON 4/11/23 I RECIEVED A PHONE CALL THAT IT WAS SENT TO A COLLECTION AGENCY. THIS HAS CAUSED ME NOTHING BUT TROUBLE AND WOULD JUST LIKE TO GET IT RESOLVE . I DO NOT WANT TO LOSE MY JOB OR RUIN MY CREDIT OVER THIS. I FEEL THEY WERE DECEIVING AND MISLEADING AND TRICK ME INTO THIS ,WHY WOULD ANYONE WANT DO DO BUSINESS WITH A COMPANY LIKE THAT

  Business response

  04/21/2023

  SFE is currently maintaining contact with the customer directly to resolve the dispute. 

• Initial Complaint

  04/04/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 6/23/22 2 representatives come to our parish office claiming they represented NYSEG and National Fuel and would offer us better rate for energy. Unknowingly signed an Eletronic contract for 5 years, no mention of cancellation fee or contract terms was discussed. Have tried to cancel contract due to high rates and Family Energy is charging over $10,000 in cancellation fees. Need to cancel 2 contracts with Family Energy, they lie and are an unethical business.

  Business response

  04/17/2023

  As per the company records, on June 23, 2022, *************************** entered into a commercial natural gas and electricity supply agreements (*********************) electronically as the Business Manager of St *********************** Church , with an Independent Broker for the supply of gas at a fixed rate of $0.8440/CCF; and the supply of electricity at a fixed rate of $0.1113/kWh, for a Term of 4 years. ********************** confirmed enrollment into the commercial contracts by completing a Third-Party Verification on her mobile device.

  On September ****, 2022, SFE received a drop notification from the utility that the gas and electricity commercial contracts were being cancelled for 2 accounts each as the customers switched suppliers, effective September 27, 2022. As a result, on September 13, 2022, SFE sent the customer cancellation letters outlining the cancellation fees for the early cancellation of the gas contract in accordance with the terms of the commercial agreement.

  Seven months later, on March 1, 2023, FE received a drop notification from National Fuel" that the gas commercial contract was being cancelled for another 2 accounts as the customers switched suppliers, effective March 28, 2023. As a result, SFE sent the customer cancellation letters outlining the cancellation fees for the early cancellation of the gas contract as per the terms of the commercial agreement.

  On April 4, 2023, Family Energy Compliance cancelled the electricity contract for the remaining of the accounts as per the complaint received and the utility set the effective cancellation date as April 25, 2023. In addition, as a gesture of good will, FE waived the cancellation fees ($3,991.68 + $5130.99 including taxes for electricity and $12,949.82 + $ ******** for gas) associated with the early cancellation of the electricity commercial contract, as a customer service gesture.

  on April 6, 2023, FE contacted *** ******** to explain the above, she was satisfied with the resolution and had no further questions.

   

   

  Customer response

  04/20/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  02/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  A representative came to my door under the guise of help in lowering my ******** **** and *** ** ***** they completely lied. They signed me up for family energy and had me sign a contract and it increased my bill. I want get out of the contract, they say I have to pay a penalty of 100's of dollars.

  Business response

  02/10/2023

  SFE Findings
  On September 26, 2022, *********************** (the customer) was solicited by a SFE ********************** (SFE) sales representative and signed an agreement for the supply of natural gas and electricity at a daily rate for a term of five years.
  
  On September 26, 2022, SFE sent the customer a Welcome Package via email that confirms the agreement details and terms and conditions of the program.
  
  On September 26, 2022, the customer also confirmed enrollment into the contract on a Third Party Verification ( call, as the authorized account holder.
  
  On this TPV call, *********************** confirmed that he received a copy of the signed agreement, confirmed that the price and term (including the customer charge) offered was correct and confirmed her understanding that savings under the contract are not guaranteed. The customer also confirmed his understanding of the rescission period and early cancellation fees of the contract.
  
  On January 30, 2023, the customer contacted SFE to inquire about the contract. On this call, the customer was offered a new fixed rate agreement, and the customer accepted this offer.  
  
  
  On February 1, 2023, SFE cancelled the customers new natural gas and electricity agreement, as per BBB complaint received prior to the new contract taking effect. Early Termination Fees are not applicable.
  
  On February 10, 2023, SFE contacted the customer to inform of outcome of investigation.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was approached by an agent of "Family Energy" at my home around March or 2021. Thery said they if I would switch to their ESCO, they could cap my energy rates and save me money on my utility bills. After having the discussion and sending them on their way, my rates never changed and they have consistently charged me more than NYSEG ever has, since I've been under their terms. I tried cancelling the contract a few months later after no improvement, and they informed me it would be over 800$ to cancel the contract, money that I did not have, so I had no choice but to let it be.

  Business response

  02/06/2023

  FE Findings
  Family Energy has cancelled the customers contract. As a customer service gesture, **********************
  ********************** will not apply penalties for the early termination of the contract.
  Family Energy contacted the customer on February 6, 2023 to advise of the above.

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