ComplaintsforFamily Energy Inc.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  A person approached to my house door and said works for Con. ****** and The ************************* and lied to me that she will lower my utilities bill, she ask me to get my utilities bills so she said works inside those utilities companies, I signed in her phone and i talked to the line ************ at 14:00 on October 8th 2022, i just returned from work after 16 hours shift, i accepted all the terms. After *************************** sales person lied to me that she works for the utilities company, i read the contract at my computer then immediately I printed the contract and filled the Cancellation of Contract Agreement, I made 30 phone calls to Family Energy Scam Bag lier company without any result and dialed ************** 12 times on the calls, they never return my calls, I went to the post office to send 2 letters of cancellation of contract i signed up with the lier company Family Energy. I made 2 e-mails and sent them right away at 17:00 hours. the email is as follow: NOTICE OF CANCELLATION Contract #: ******** DEAR FAMILY ENERGY:I READ COMPLETELY THE CONTRACT ******** IN WRITING AND DISAGREE WITH THE ****** THEREFORE CANCELLATION IS REQUESTED.ALSO I WENT TO THE POST OFFICE AND DELIVERED 2 CANCELLATIONS LETTERS THAT YOU WILL RECEIVE IN YOUR address stated on the Business Card ******* **** ********** ***********PRIOR TO BE CHARGE WITH PENALTIES AND FEES, I DELIVERING THIS NOTICE TO YOU SO YOU CAN CANCEL ASAP.REGARDS:**************. Date of Receipt: 10/08/2022 MM/DD/YYYY YOU MAY CANCEL THIS TRANSACTION, WITHOUT ANY PENALTY OR OBLIGATION, WITHIN THREE BUSINESS DAYS FROM THE ABOVE DATE. IF YOU CANCEL, ANY PAYMENTS MADE BY YOU UNDER THE CONTRACT WILL BE RETURNED WITHIN 10 BUSINESS DAYS FOLLOWING RECEIPT BY THE SELLER OF YOUR CANCELLATION NOTICE, AND ANY SECURITY INTEREST ARISING OUT OF THE TRANSACTION WILL BE CANCEL TO CANCEL THIS TRANSACTION, MAIL OR DELIVER A SIGNED AND DATED COPY OF THIS CANCELLATION NOTICE OR ANY OTHERWRITTEN NOTICE T0 FAMILY ENERGY ***

  Customer response

  10/12/2022

  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.I was able to Cancel the contract to avoid unnecessary charges and there will no charges at the time of Cancellation as I spoke to ******* on Sunday October 9, Reference of Cancellation *********
  
  Sincerely,
  
  **************
  
  
  
   
  
  

• Initial Complaint

  10/06/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In August 2022, family energy solicited me as supplier for gas and electricity. They told me my contract with my current supplier was expired. It was not. When I learned this I canceled my change orders with gas and electric because they totally misrepresented themselves about my contract and knew that more falsehoods would follow. After I canceled, I received a letter from family energy stating I owed the $ ****. due to their cancellation policy.

  Business response

  10/20/2022

  SFE Energy is contacting the customer directly to further discuss their concerns outlined in this complaint and resolve it accordingly. 

  Customer response

  10/26/2022

  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

  08/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 28, 2021 an agent of Family Energy came to my apartment under the false pretense of stating they were affiliated with Con ****** (the only reason I even opened my door for the rep was that they knocked and said "Con ********* They explained that my gas and electricity combined would be lowered and had me sign an agreement with the understanding that my gas/electricity combined would total just over $120 monthly ($2.14/day for electricity and $1.94/day for gas) Instead, my bills have been significantly increasing. My total bill for ********* was $408.69 and $611. 22 for July/August period. My gas and electricity have not been lower. The agent was adamant that my electricity/gas would be lowered and the Family Charge would compete against the National Grid charges. In addition, they have called me SEVERAL times within the months following stating that there has been an issue with my account and having me reconfirm details. Often, the representatives cannot be understood. It is to my current understanding after researching the lawsuits filed against FE that I too have been a victim of fraud and I want this agreement canceled due to deceptive practices and all monies paid to be refunded.

  Business response

  09/19/2022

  ** Findings
  On December 28, 2021, ******************************* signed an electronic agreement (********) with Family Energy to provide electricity supply at a rate of $2.14 a day and natural gas at a rate of $1.94 for a term of 5 years.  ****************** confirmed enrollment into the contract on a Third-Party Verification (***) call as the authorized account holder of record. He validated his intent to enter the contract and receive service from Family Energy for his location at ******************************************************************- under the cited contract ********, which was recorded.
  On this TPV call, the customer confirmed that he signed the electronic agreement and received a completed copy for his records. He further reaffirmed that the ** sales representative presented a ** photo ID badge, provided him with a ** business card, and read back the statement from the ** Energy business card that reads, ** Energy is not the utility. Savings are not guaranteed, which is inconsistent with the customers allegations that the Sales Representative claimed to be from ConEd and promised him savings.The customer also confirmed that he had enough time to review his contract with **.
  Lastly, on this TPV call, ****************** confirmed that the price and term from the Daily Price Program were correct and was advised that savings under the contract are not guaranteed. ****************** was also informed of the rescind period and the early cancellation fees of the contract, to which the customer responded positively.  Furthermore,****************** confirmed he had enough time to review the contract with **s sales representative and provided his understanding that his verbal acceptance of the ** offer was an agreement to initiate services and commence the enrolment at the stipulated daily prices above.
  On January 13, 2022, the customers electricity contract took effect, and on February 1, 2022, the customers natural gas contract took effect.
  Based on the findings of our investigation, including the elements of the Terms & Conditions of the agreement, which were disclosed to ******************************* on the *** call, it is **s opinion that ****************** entered into a valid agreement with ** as the authorized account holder.
  S** confirms that the customer has been billed per the prices agreed on the agreements terms and conditions.
  Ultimately, S** received notification from the customers utility that the energy contract was cancelled, as the customer switched to another provider.  The utility set the effective cancellation date as August 31, 2022, for natural gas and September 13, 2022, for electricity.  
  As a customer service gesture, S** waived the early cancellation fee per terms and conditions ($200 plus applicable taxes and $200 plus applicable taxes); however, reimbursement is not warranted at this time for the abovementioned reasons.
  ** Compliance Staff emailed the complainant to explain the above.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/25/22 at 6:19 pm, a Family Energy rep came to my house misleading me to believe they worked as an extension of *** ******* The rep pointed out there were messages on my bill that would be rectified by them for a stable rate. I was misled to believe and gave them my *** ****** account information where they registered me into the system, however, when I had to give verbal authorization to another person who called me it was revealed this was entirely not a part of *** ****** at all. The representative stormed off because the authorization via verbal did not proceed as follows. I am not sure if the document that was sent to me went through, but after doing research FE is a scam that charges way more than the marketplace rate. I want to know that the form I filled out did not proceed. I placed blocks on my *** ****** accounts for the *****

  Customer response

  08/26/2022

  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

  07/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Salesperson came to door posing as con ** and ensur** that I would save money on gas and electric.Told me to tell the end caller that she had left and ensur** me that it would save me money garunte** to sign up with them.Openly lament** the fact that we were not sign** up for an esco and said that it was the duty of con ** to sign me up for an esco account.I began to be charg** 3x the amount that I would otherwise have been staying without family energy.

  Business response

  08/05/2022

  Family Energy conducted a thorough investigation into the consumers complaint and hereby responds as follows:

  Following the company records, on Apr 28, 2022, *********************** signed an electronic agreement (********), as the authorized account holder for the supply of electricity and natural gas, for a Term of 5 years.

  On Apr 28, 2022, ** provided the customer with a signed copy of the contract by email prior to the initiation of the Third-Party Verification (***) Call, which was conducted shortly thereafter. On the *** call, the customer confirmed that they signed the electronic agreement and had agreed to receive a copy of the contract, the terms and conditions and the contract summary via email. ** confirmed with ************** that the attached Welcome Package containing the signed agreement along with the Terms & Conditions was sent to a valid email address **************************.This is the same email address the customer provided as belonging to him in the BBB complaint details. Furthermore, the telephone number ************** used to conduct the *** call *************) is the same telephone number identified as belonging to the customer in the *** complaint details, and the same phone number the customer used to contact ** on July 1, 2022, to request cancellation of the contract.

  
  Within the Welcome Package emailed to ************** containing a copy of the signed electronic agreement and terms and conditions of the program, it clearly outlines the price (green electricity supply price at $2.24/day and natural gas at $1.94/day), and Term (5 years) of the agreement.
  

  Furthermore, within the Welcome Package emailed to the customer it also clearly outlines the following:
  Savings: Savings are not guaranteed under the supply Agreement(s) and are dependent upon market conditions.
  Rescission Period: If applicable, you may rescind your agreement without penalty, prior to the midnight of the 3rd business day after receipt of this agreement. See Section Cancellation Provision in the Terms and Conditions for details.
  Early Cancellation Fee: After the rescission period, an early termination fee of $100.00 plus applicable taxes per commodity with a remaining Term of less than 1 year or $200.00 plus applicable taxes per commodity with a remaining Term of more than 1 year will apply if the Agreement is terminated prior to the end of the Term, as indicated above. See Section Early Cancellation Fee in the Terms and Conditions for details.
  Customer Awareness: You understand that the sales representative is representing Family Energy and is not from your distribution utility. You understand that by choosing Family Energy as Your energy supplier, your distribution utility will continue to deliver your energy, read your meter, **** you, and respond to gas leaks and/or electric outages or any other emergency.
  

  On April 28, 2022, ************** also conducted a ***************** (**) call (prior to the regulatory third-party verification call)to confirm a few key important details regarding her experience with the sales representative and ensure that she fully understood the agreement with **. On this ** call, the customer provided positive affirmations understanding the following:
  Did the ** Sales Representative tell you that they do not work for and are not affiliated with your utility? Yes
  Did the ** Sales Representative tell you that they do not work for and are not affiliated with the ************** ************************* or any other governmental regulatory agency?
  Did the ** Sales Representative present a photo ID badge and branded lanyard or clothing? Yes
  The representative explained that you have the option to receive a hard copy of the agreement in addition to the copy you received via email. Correct? Yes
  And you had enough time to review the contract details. Correct? Yes
  The term of service includes the price of $2.24/day cents/kWh/per day for green electricity under the contract for a term of 5 years as written on your agreement. Do you agree to this Price? Yes
  The term of service includes the price of $1.94/day for natural gas under the contract for a term of 5 years as written on your agreement, and the standard daily customer charge as per your agreement. Do you agree to this Price? Yes
  Do you understand that Family Energy does not guarantee savings and by signing up with Family Energy you may not save you money on your ****? Yes
  Early cancellation fees of $100 for each account with the remaining term of less of 1 year or $200 for each account with the remaining term of more than 1 year will apply. Do you understand? Yes
  Can you please confirm that the Sales Representative has left the premises? Yes
  

  On April 28, 2022, *********************** also confirmed enrollment into the contract on a third-party verification (***) call validating their intent to enter into an agreement and receive service from **, as the authorized account holder.
  

  During the recorded *** call, the customer confirmed his understanding the agreement terms and provided positive affirmations to the following:
  He was advised that the call will be recorded and conducted in English to which he responded with positive affirmation
  He confirmed that his name is *************************
  He confirmed that ** Sales Rep had left the premises
  He provided her email address **************************
  He confirmed that he agreed to receive the contract, terms and conditions and further communications via email
  He confirmed that she signed the electronic agreement and received a completed copy including the **** Consumer **** of Rights
  He confirmed that Family Energy representative presented a photo ID badge and identifying lanyard of clothing
  He confirmed the Family Energy Representative left her with a business card
  ************** successfully read the statement on the business card that reads Family Energy is not the utility; Family Energy does not guarantee savings, therefore confirming his understanding that S** is not ConEd, the utility or the government and that savings under the Family Energy program were not guaranteed
  Additionally, the customer confirmed understanding that the daily fixed plan program ($2.24/day for electricity and $1.94/day for gas, offered was correct and confirmed understanding of the rescission period (3 business days after the date of signing and receiving the agreement) and that there was an exit fee associated with the contract should they decide to cancel.
  ************** further confirmed that he agreed to the terms of service reviewed with her by the Family Energy representative on Apr 28, 2022.
  As a reminder, ****************** was advised that ** program is voluntary and savings under the program are not guaranteed and was provided with a confirmation number
  

  Then on July 1, 2022, ************** contact ** to request contract cancellation alleging high bills.  ** explained the daily fixed rates under the agreement and proceed with the customers request.
  

  Based on the findings of our investigation including the elements of the Terms & Conditions of the agreement which were fully disclosed to *********************** on the ** and *** call, it is **s opinion that the customer entered into a valid binding agreement with ** as the authorized account holder. ** provided the customer with a copy of the signed agreement along with the Terms & Conditions via email **************************.  This is the same email address the customer provided as belonging to him in the BBB complaint details. Furthermore, the telephone number ************** used to conduct the *** call *************) is the same telephone number identified as belonging to the customer in the *** complaint details, and the same phone number the customer used to contact ** on July 1, 2022, to request cancellation of the contract.
  

  Whats more, at no point during the recorded *** call did ************** raise any concerns that he was not understanding the daily price plan offer or that he had reservations/questions regarding the aspects of the program, or that the program does not guaranteed savings. Conversely, ************** confirmed that he was provided with a copy of the signed electronic agreement,and he provided positive affirmations to all the verification questions,understanding at the end of the call that his verbal acceptance of **s offer is an agreement to initiate service and begin enrollment.
  

  On July 1, 2022, ** cancelled the electricity and gas contract as per the customers request and the utility set the effective cancellation date as July 22, 2022, for electricity and July 31, 2022, for gas.  ** waived the cancellation fees ($200 plus applicable taxes for each commodity) associated with the early cancellation of the contract, as a customer service gesture. Additionally, as a gesture of good-will, ** will reimburse the customer for any difference in rates between ** Vs the utility for the time the contract was in effect.  The refund check will be mailed to the customers mailing address shortly.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On June 20th, 2022, two young ladies came to my door stating that people in my area were being charged extra on the electricity ****. They were here to help get the extra charges removed. I told those young ladies that i didnt want to sign up for anything. They assured me that they werent selling anything and that nothing would be added to my ****.I received a notice from ***** stating that Family Energy **** is now my new supplier. I didnt not sign up for this service. ****, they deceived me. I called family energy and spoke to Alert and he informed me I could cancel but will still receive a ****. I am upset and disappointed. I didnt not Sign a contract with these people why should I have to pay them.

  Business response

  07/22/2022

  FE findings
  On June 20, 2022, *************************** signed an electronic agreement (********) with Family Energy (FE) for the supply of electricity at a rate of $2.54/day for a term of 5 years.
  
  On June 20, 2022, FE provided *************************** with a signed copy of the contract by email prior to the initiation of the Third-Party Verification (***) Call, which was conducted shortly thereafter. On the *** call, the customer confirmed that they signed the electronic agreement and had agreed to receive a copy of the contract and terms and conditions via email. FE confirmed with *************************** that the Welcome Package containing the signed agreement along with the Terms & Conditions was sent to a valid email address. Furthermore, the telephone number ********************** used to conduct the *** call is the same telephone number provided as the customer telephone number in the ******************** consumer complaint details.
  Within the Welcome Package emailed to *************************** on June 20, 2022, containing a copy of the signed electronic agreement and terms and conditions of the program, it clearly outlines the price and term of the agreement. Also, within the Welcome Package emailed to the customer it clearly outlines that the following:
  Savings: Savings are not guaranteed under the supply Agreement(s) and are dependent upon market conditions.
  Rescission Period: If applicable, you may rescind your agreement without penalty, prior to the midnight of the 3rd business day after receipt of this agreement. See Section Cancellation Provision in the Terms and Conditions for details.
  Early Cancellation Fee: After the rescission period, an early termination fee of $100.00 plus applicable taxes per commodity with a remaining Term of less than 1 year or $200.00 plus applicable taxes per commodity with a remaining Term of more than 1 year will apply if the Agreement is terminated prior to the end of the Term, as indicated above. See Section Early Cancellation Fee in the Terms and Conditions for details.
  On June 20, 2022, *************************** confirmed enrollment into the contract on a Third-Party Verification (***) call, as the authorized account holder.
  On this *** call,  *************************** confirmed that she received a copy of the signed agreement, confirmed that the price and term offered was correct and was advised that savings under the contract are not guaranteed. Furthermore, **************** was advised of the rescission period and early cancellation fees of the contract, to which the customer provided a positive response. Lastly, ************** confirmed that she had enough time to review the contract.
  On July 6, 2022, the customers electricity contract took effect.
  On July 6, 2022, **************** contacted FE to request contract cancellation. FE cancelled the contract, as per the customers request. The utility set the effective cancellation dates as August 3, 2022. FE also waived the cancellation fee associated with the early cancellation of the contract, as a customer service gesture.
  Based on the findings of our investigation, including the elements of the Terms & Conditions of the agreement, which were disclosed to *************************** on the *** call, it is FEs opinion that **************** entered into a valid binding agreement with FE, as the authorized account holder.
  As a gesture of good will, FE will also reimburse the customer for the difference between what they paid with FE and what they would have paid with the utility for the time the contract was in effect.
  On July 22, 2022, FE Compliance Staff emailed the complainant to explain the above.
  
  

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  "FAMILY ENERGY **** ********* involuntarily enrolled their charges as a 3rd party on my Con ************************* after I had an interaction with 2 'sales reps' who at my building. They claimed they were Con ****** representatives and asked for my name. They explained that they give lower rates if we sign up for their services. This is when I declined their services as I felt it was a scam. I clearly told them that I DO NOT want their 'services' yet they still enrolled me without my consent and are charging me 3x more than what Con ****** charges me. I called 3 times for reimbursement and they keep telling me that my claim is under investigation and it can take up to 7 weeks for someone to call me back. First they said it will take 7 business days for someone to reach out to me and by the 3rd phone call to them they warned me to stop calling about my money because this investigation can take up to 7 weeks! They took my money without my consent and now I have to wait 8 weeks in total for someone to get back to me?! From the way this is being handles, I doubt they will call me back. They are clearly taking me and their victims for a ride and this is fraud.

  Business response

  06/29/2022

  ** findings
  On February 13, 2022, Savior ***** signed an electronic agreement (********) with Family Energy for the supply of natural gas and electricity for a term of 5 years.
  On February 13, 2022, ** sent the customer a Welcome Package that contains a copy of the signed agreement via email.
  On February 13, 2022, Savior ***** confirmed enrollment into the contract on a Third-Party Verification (***) call as the authorized account holder.
  On this *** call, the customer confirmed that he signed and received a copy of the agreement.  On this *** call, the customer confirmed that the sales representative advised him that ** Energy is not affiliated with the utility. In addition, on this *** call,  ************** also read back the statement from the ** business card that reads, Family Energy is not the utility. Family Energy does not guarantee savings.
  Furthermore, ************** confirmed that the price and term offered were correct and was advised that savings under the contract are not guaranteed. ************** was also advised of the rescission period and the early cancellation fees of the contract, to which the customer provided a positive response.   
  On March 10, 2022, the customers electricity contract took effect.
  On April 1, 2022, the customers natural gas contract took effect.
  On May 24, 2022, ************** contacted ** to request contract cancellation. ** cancelled the contract as per the customers request. The utility set the effective cancellation dates as June 7, 2022, for electricity,and June 30, 2022, for natural gas. As a customer service gesture, ** also waived the cancellation fee associated with the early cancellation of the contract.  
  Based on the findings of our investigation, including the elements of the Terms & Conditions of the agreement, which were disclosed to Savior ***** on the *** call, it is **s opinion that ************** entered into a valid agreement with ** as the authorized account holder.
  Nonetheless, on May 24, 2022, ************** contacted ** to request contract cancellation. ** cancelled the contract as per the customers request. The utility set the effective cancellation dates as June 7, 2022, for electricity, and June 30, 2022, for natural gas. ** also waived the cancellation fee associated with the early cancellation of the contract as a customer service gesture. 
  In addition, as a gesture of goodwill, ** will reimburse the customer for the difference between what they paid with S** and what they would have paid with the utility for the time the contract was in effect.
  On June 28, 2022, ** Compliance Staff contacted the complainant to explain the above.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On January 24, 2022 an agent of Family Energy came to my home to explain that my gas and electricity **** combined would be lowered. I signed an agreement with the understanding that my **** would total just over $120 monthly for electricity and gas combined. Instead, I have been billed an additional $259.40. My gas and electricity **** has not been lower. The agent was adamant that my **** would be lowered and the Family Charge would replace the *** ****** and National Grid charges. Instead, the Family Energy charge is in addition. I want this agreement cancelled due to deceptive practices and all monies paid to be refunded.

  Business response

  06/20/2022

  ** Findings:
  
  On January 24, 2022, ************************* signed an electronic agreement (********) with Family Energy (**) for the supply of electricity and natural gas at a daily price for a term of 5 years.
  
  On January 24, 2022, ** emailed ************************** ************************* a copy of the signed Electronic Agreement and Terms and Conditions of the program. 
  
  On January 24, 2022, ************************* confirmed enrollment into the contract during a Third-Party Verification call (***),validating his intent to enter into an agreement and receive service from **, as the account holder.  
  
  During the ***, the customer confirmed that he signed the agreement and has agreed to receive a copy of the contract and terms and conditions via email and confirmed that the price and term offered was correct. On this *** call,  ****************** read back the statement from the ** business card that reads Family Energy is not the utility. Family Energy does not guarantee savings.  Furthermore, the customer was advised that the program is voluntary and savings under the contract are not guaranteed.  Lastly, ****************** confirmed his understanding of the rescission period and that early cancellation fees of the contract would apply if the agreement were breached before the contracted end date.
  
  ON February 19, 2022, the customers electricity contract took effect.
  
  On March 1, 2022, the customers natural gas contract took effect.
  
  On May 31, 2022, ** received a drop notification from the customers utility that the electricity and the natural gas contract was being cancelled, effective June 1, *****, for the natural gas, and June 20,2022, for the electricity account.
  
  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 during the *** call, it is *********************** opinion that ************************* entered into a valid binding agreement with **.
  
  Nonetheless, despite **s findings in this dispute, as a gesture of goodwill, ** has waived the cancellation fee associated with the early cancellation of the contract.
  
  On June 16, 2022, ** Compliance contacted the customer to explain the resolution of his ******************** complaint.

  Customer response

  06/21/2022

  I signed the agreement based on what was presented by the agent. He advised repeatedly that the future bills would be the same each month and lower than what I currently pay. 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]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****************************************
  
  
  
  
   
  

  Business response

  07/07/2022

  On June 24, 2022, FE contacted the customer directly and  settled his dispute. ****************** was satisfied with it.

  Customer response

  07/08/2022

  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

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I looked up family energy to cancel my services with them and seen that they were told to shut down and they are still operating and tried to get me to stay with them when I called to cancel today May 19 2022

  Business response

  06/08/2022

  FE Findings.

  On May 19, 2022, ************************** contacted Family Energy (FE)to request contract cancellation.  FE cancelled the contract. As per the customers request.  The utility set the effective cancellation date as June 9, 2022.  FE also waived the cancellation fee associated with the early cancellation of the contract, as a customer service gesture.

  
  On May 23, 2022, FE automatically sent the customer a cancellation confirmation letter via mail. 

  Customer response

  06/11/2022

  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

  05/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  door to door salesman (******) decieved me. Barged into my apartment, promised me lower bills on my gas and electric. I have been getting bogus charges from this company for my utility bills ever s***e.I want a refund of all the bogus charges that I paid. I have provided documentation of when I first received these fraud esco charges. It was first reflected on my ***** **** from nov 23 2021 to December 23 2021. For gas, I first received these bogus esco charges from family energy *** on my dec 16 2021 ****. I paid an extra of $279.54 for my ***** **** so far. For gas, I have paid extra for bogus esco charges so far of $204.75. I refuse to pay the esco charges for my latest **** for gas. I only paid the total current charges of $18.98. I will not pay the esco charges, for my upcoming **** for *****.

  Business response

  05/18/2022

  Please be advised that Family Energy has directly contacted this customer to resolve the matter. 

  Customer response

  05/19/2022

  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,
  
  ***** *********
  
  
  
   
  
  

*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. ↩