ComplaintsforFamily Energy Inc.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Family Energy described their services as being a substitution from the current Gas and Electricity provided. The customer representative came to my home and deceived me by saying that the services would be much cheaper, did not mention the early cancellation fee (and especially not that it was per service). In addition, when I called Family Energy she spoke the whole time and told me that the information being spoken about and included in the contract did not matter, therefore, prohibiting me from listening/ reading to the terms. The early cancellation terms were not discussed with me, and when I called it they informed me that the cancellation fees (which is extremely high) are per service. So now that would be 209 for gas and 209 for electricity.The business promised lower light bills, and they ended up costing way more than what I have been paying for the same months in different years.

  Business response

  02/03/2022

  ** Findings.

  
  On September 16, 2021, Yelisse ******** signed an electronic agreement (NYU19653) with Family Energy (**) for the supply of electricity at a rate of $1.93/day and natural gas at a rate of $1.58/day for a term of 5 years.
  On September 16, 2021, ** sent the customer a Welcome Package via email that confirms the agreement details and terms and conditions of the program.
  On September 16, *****************************, confirmed enrollment into the contract on a Third-Party Verification (TPV) call, as the authorized account holder.
  
  On this TPV call, the customer confirmed that she signed agreement and received a completed copy. On this call, ******************** also confirmed that the ** sales representative presented a ** photo ID badge and provided her with a ** business card and she read back the statement from the ** Energy business card that reads ** Energy is not the utility. Family Energy does not guarantee savings. In addition, on this TPV call, ******************** 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 October 9, 2021, the customer s electricity contract took effect.
  
  On November 9, 2021, the customer s natural gas contract took effect.
  
  On January 13, 2022, ******************** contacted ** to request contract cancellation. ** cancelled the contract, as per the customers request and the utility set the effective cancellation dates as January 31, 2022, for the natural gas and February 2, 2022, for the electricity.
  
  On January 13, 2022, ** automatically mailed the customer a cancellation confirmation letter outlining the cancellation fee associated with the early cancellation of the contract.
  
  Based on the findings of our investigation, including the elements of the terms and conditions of the agreement which was fully disclosed to the customer on the third-party verification call, it is **s opinion that the customer entered into a valid binding agreement with **.  
  
  As a gesture of good will, ** has waived the cancellation fees associated with the early cancellation of the contract ($836).
  
  On February 2, 2021, ** Compliance Staff spoke to the customer to explain the above and ******************** was satisfied with the resolution provided. 

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wish I had read the reviews on BBB before allowing this company to sign me up for a scam service. Two women showed up to my door, one by the name of ***************************** and declared Family Energy was in partnership with ***** and they were giving us a Flat rate on our electricity ****. She then stood there and watch as another representative called and pushed me through yes and no questions. They were very pushy and i felt something was off. I should have trusted my gut feeling. Now I would like to cancel the service within the 3 day cancellation time but when you contact their call center, the automated message states to call back between normal business hours. Their business hours state they are open 9AM to 9PM. Could not reach anyone last night at 7PM or this morning at 9:30AM. I would like out of this awful contract.

  Business response

  01/17/2022

  FE Findings.
  On December 27, 2021, ********************* signed an electronic agreement with Family Energy (FE) for the supply of electricity for a term of 5 years.
  On December 27, 2021, FE emailed the customer ***************************** a copy of the signed Electronic Agreement and Terms and Conditions of the program, along with a copy of the Contract Summary.
  On December 27, 2021, ********************* confirmed enrollment into the contract on a Third-Party Verification (TPV) call validating her intent to enter into an agreement and receive service from FE.
  On this **** ********************* confirmed understanding that FE was not from the utility or the government. On this **** ********************* also confirmed prices and term offered were correct and was advised that savings under the program are not guaranteed.
  On December 27, 2021, ************** sent FE an email to request cancellation. FE cancelled the contract, as per the customers request, prior to enrollment. The contract will not take effect.
  On December 29, FE the customer and email confirming cancellation and providing a cancellation confirmation number.
  On December 30, 2021, FE also sent the customer a cancellation confirmation letter via mail.
  Based on the findings of our investigation, including the elements of the terms and conditions of the agreement which was fully disclosed to the customer on the **** it is FEs opinion that ********************* entered into a valid agreement with FE on December 27, 2021. FE cancelled the contract, as per the customers request,prior to enrollment. The contract will not take effect.
  On December 29, 2021, SFE sent the customer an email confirming contract cancellation. 

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  hi, about a week and a half ago some sales ppl (one man wearing crocs and one woman) knocked on my door and mislead me into believing that they were representatives for conedison. They convinced me to sign up for their energy service by using the excuse that they were trying to remove the charges of my account that werent supposed to be there....now im finding out that theyre actually a scam where ppl get billed almost twice the amount they were previously paying. I am aware they said it wasnt a savings program, BUT they also didnt mention it may raise my rates and make it more expensive for me to pay my bills. They use very sketchy sales methods where they confuse you and mislead you into thinking youre doing the right thing. i am scared im going to get billed more than i can afford for both conedison and national grid. I need help please. I am past the 3 day grace ****** BUT i want my "contract" to be cancelled. I also read that they use my information to sign me up for other services, i DID NOT consent to the use of my information for other services and truly believe I was scammed and taken advantage of. I want my contract cancelled, i will not be paying them one dime of my money no matter what.

  Business response

  01/12/2022

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

• Initial Complaint

  12/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  An employee knocked on the apartment door multiple times demanding to see an electricity **** for this apartment. I said I couldn't do that and they claimed it was mandatory. I got the **** and the person claimed the electric **** was too high and it should be capped to be a lower cost. Ever since then, the **** doubled. I have contacted them multiple times and the **** continues to be twice as high as it would normally be this time of year. I also find out that it is not mandatory whatsoever to show anyone a ****. So this person came door to door in this building, LIED to people, and scammed them out of enormous amounts of money. When I contacted the employee who had given me her phone number I was cursed out. Family energy gives the go around and never resolves the issue. The **** is absolutely impossible to pay and as a result the electricity in this apartment is going to get cut off because they have an employee lying to people and scamming them. They refuse to accept any accountability for the rise in electricity cost, and refuse to accept accountability for their customer who is willingly scamming people.

  Business response

  01/19/2022

  Family Energy conducted a thorough investigation into the consumers complaint and hereby responds as follows:
  
  Following the company records, on July 2, 2021, ********************************* voluntary signed an electronic agreement (********) on a mobile device as the authorized account holder for the supply of electricity and natural gas from ** (including a furnace and air condition maintenance plan) for a Term of 5 years.
  
  On July 2, 2021, ** 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, ********************** 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 the same email address the customer provided as their email 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 **PCS complaint details and the same phone number the customer used to contact ** on Dec 1, 2021, to follow up her request of contract cancellation.
  
  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 ************ Supply Price at $1.58/day, including furnace and air conditioning maintenance plan and green electricity supply price at $1.93/day, for a Term of 5 years.
  
  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.
  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.
  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 July 2, 2021, ********************** also confirmed enrollment into the contract on a third-party verification (***) call validating her intent to enter into an agreement and receive service from **, as the authorized account holder. On this *** call ********************** confirmed that her email address is *************************** and her telephone number is *************). This is the same email address and telephone number identified as belonging to the customer in the **PCS complaint details.
  
  During this audio-recorded *** call, ********************** positively confirmed that the Sales Representative had left her premises. She also confirmed that the ** Energy Representative presented her with a photo ID badge and business card and confirmed her understanding that ** Energy was not the utility, the **PSC or the government. She also successfully read back the statement on the business card that reads Family Energy is not the utility. She further confirmed her understanding that the program was voluntary, savings under the program were not guaranteed.
  
  Additionally, on the *** call, ********************** provided positive affirmations that the selected fixed price *********** Supply Price at $1.58/day for 5 years including furnace and air conditioning maintenance plan and green electricity supply price at $1.93/day, for a term of 5 years were correct, having understood the terms & conditions and that there was a cancellation fee associated with the contract.
  
  On July 28, 2021, the customers green electricity program took effect and on August 1, 2021, the customers natural gas program took effect.
  
  Then November 17, 2021, ** received email from ********************** requesting the cancellation of their gas and electricity contract.
  
  Consequently, on November 17, 2021, ** cancelled the electricity and natural gas contract (********) as per the customers request and the utility set the effective cancellation date as Dec 28, 2021, for electricity and Dec 31, 2021, for gas. ** waived the cancellation fees ($209 for electricity and $209 for gas) for the early termination of the contract, as a customer service gesture. Automatically, ** sent the customer a cancellation letter via mail for their records.
  
  Shortly after, on November 19, 2021, ** received a follow up email from ********************** inquiring about the cancellation of the contract.
  
  Subsequently, on November 19, 2021, ** sent an email response to ********************** confirming that the contract was cancelled (on Nov 17, 2021) with the termination fees waived ($209 for electricity and $209 for gas) as a customer service gesture. A cancellation confirmation number ******* for their records.
  
  However, on December 1, 2021, ********************** contacted ** to request reimbursement. ** advised will sent her request to the appropriate department and they will be contacting her shortly.
  
  On December 1, 2021, ** attempted to contact ********************** to follow up, however she was unavailable.  ** left a voice mail advising that the contract enrollment process was completed by *********************************, and she completed a *** call confirming the authorization to proceed with the enrollment of the Con ****** accounts to receive services from **.  Consequently, the contract is valid and binding, therefore refund and/or reimbursement is not warranted at this time.
  Family Energys Resolution of Complaint:
  
  Based on the findings of our investigation including the elements of the Terms &Conditions of the agreement which were fully disclosed to ********************** on the *** call, it is **s opinion that the customer entered into a valid binding agreement with ** as the authorized account holder and she confirmed enrollment into the contract on the *** call on July 2, 2021. ** provided the customer with a signed copy of the contract along with the Terms & Conditions via email **************************** This the same email address the customer provided as their email in the **PSC complaint details. Furthermore, the telephone number used to conduct the *** call *************) is the same telephone number identified as belonging to the customer in the **PCS complaint details and the same phone number the customer used to contact ** on Dec 1, 2021, to follow up her request of contract cancellation.
  
  In addition, on the recorded *** call conducted by ********************** on July 2, 2021,she confirmed that the ** Representative had left her premises. She also confirmed that the representative presented her with a photo ID badge and business card and confirmed her understanding that ** Energy was not the utility, the **PSC or the government. ********************** provided positive affirmation when advised that ** programs are voluntary and that savings under the program are not guaranteed. Additionally, on the *** call, she confirmed her understanding that the daily fixed price plan offered (as outlined above)was correct, having understood the terms & conditions, her right to cancel and/or rescission period and there was a cancellation fee associated with the contract.
  
  Nonetheless, on November 17, 2021, ** cancelled the electricity and natural gas contract (********) as per the customers request and the utility set the effective cancellation date as Dec 28, 2021, for electricity and Dec 31, 2021, for gas. ** waived the cancellation fees ($209 for electricity and $209 for gas) for the early termination of the contract, as a customer service gesture, however, a refund or reimbursement is not warranted at this time.
  
  Correspondence with the customer: 
  
  On Jan 19, 2021, Compliance staff attempted to contact **********************, however she was not available, and her voice mail is full. Consequently, an email will be sent to explain the resolution outlined above.
  
  TAB ATTACHMENTS or Parts Thereof
  1 Enrollment Documents Email (Welcome Package ********)  
  2 *** Call
  
  

• Initial Complaint

  12/01/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On December 1, 2021, shortly before 3:00 pm, I receieved a knock on my door from someone claiming to be "Gas and Electric". They wanted to "check if I had gotten a message on my electric **** that should have been there since January". They told me that I had been paying too much on my **** and that ***** was incorrectly calculating my expenses. Of course, during the start of the pandemic this was true (which I think they used to their advantage).This was all a lie. It was not until the very end of the interaction that they even revealed that they were not from ***** - in fact it wasn't until I was all of a sudden "agreeing" to something that was not explained to me that they even cared to mention that they were not associated with my utility company at all. It was also not until I was forced into a verification call with the representative staring at me (despite being told that they were supposed to have left the premises) that I found out the prices of things I was agreeing to and that it was a 5 year contract. It was not even told to me that I was agreeing to some sort of change. The entire interaction was originally presented as a 'Check in' by my utility company as a follow up to complaints. The person on the verification call did ask if I was aware that verbal agreements are considered contracts, but here's my response: contracts are not considered necessarily valid if the other party is forced into it (like when the sales representative is staring at you, and also KNOCKS ON YOUR DOOR AGAIN when you step inside just so they can watch you have your phone call). I have written them - per their "terms" - to indicate that I am revoking my agreement.

  Business response

  12/21/2021

  Complaint Involves:
  
  
  Contract Disputes
  
  Customers Statement of the Problem:
  
  On December 1, 2021, shortly before 3:00 pm, I receieved a knock on my door from someone claiming to be "Gas and Electric". They wanted to "check if I had gotten a message on my electric **** that should have been there since January". They told me that I had been paying too much on my **** and that ***** was incorrectly calculating my expenses. Of course, during the start of the pandemic this was true (which I think they used to their advantage). This was all a lie. It was not until the very end of the interaction that they even revealed that they were not from ***** - in fact it wasn't until I was all of a sudden "agreeing" to something that was not explained to me that they even cared to mention that they were not associated with my utility company at all. It was also not until I was forced into a verification call with the representative staring at me (despite being told that they were supposed to have left the premises) that I found out the prices of things I was agreeing to and that it was a 5 year contract. It was not even told to me that I was agreeing to some sort of change. The entire interaction was originally presented as a 'Check in' by my utility company as a follow up to complaints. The person on the verification call did ask if I was aware that verbal agreements are considered contracts, but here's my response:contracts are not considered necessarily valid if the other party is forced into it (like when the sales representative is staring at you, and also KNOCKS ON YOUR DOOR AGAIN when you step inside just so they can watch you have your phone call). I have written them - per their "terms" - to indicate that I am revoking my agreement.
  
  
  
  FAMILY ENERGYS RESPONSE:
  
  On December 1,2021, *********************** signed an electric and natural gas supply agreement (NYU25059)with Family Energy for a term of 5 years. .
  
  On December 1,2021, Family Energy sent the customer a welcome package via email (**************************)that confirms the agreement details and terms and conditions of the program.
  
  On December 1,2021, *********************** confirmed enrollment into the contract during a Third Party Verification call (***) call,  where *********************** validated their intent to enter into the agreement and receive service from Family Energy.  
  
  During the *** call, *********************** confirmed the following:
  
  Confirmed that the sales representative left the premises.
  Confirmed that the sales representative was wearing a photo ID badge and provided her with a Family Energy business card.
  Confirmed understanding that Family Energy is not their utility, the *** or the government
  Confirmed the price and term of the agreement
  Confirmed understanding of the rescission period and early cancellation fees of the contract.
  Was advised that the program is voluntary and that savings under the program are not guaranteed.
  On December 2, 2021, the customer contacted ********************** to request contract cancellation.  As the customer was within their cancellation period, the agreement was cancelled prior to enrollment. As a result, the customer will not incur FE supply charges, nor will early termination fees apply.
  
  Based on the findings of our investigation,including the elements of the terms and conditions of the agreement which was fully disclosed to the customer during the ***, it is *********************** opinion that *********************** s allegations are inconsistent with their enrollment records.  During the ***, *********************** provided positive confirmation to the rate and term of the contract and was advised that the program was voluntary and savings were not guaranteed. The customer also confirmed understanding that FE is not from their utility, the *** nor the government. As the customer cancelled the agreement within their rescission period, the contract was cancelled before it came into effect.
  
  Family Energy Compliance staff contacted the complainant (***********************) on December 21, 2021, to acknowledge the complaint and provided our resolution by email.
  

• Initial Complaint

  11/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  11/11/2021 A representative showed up at my door misrepresenting themselves as being here on behalf of my supplier to save me money. I was verbally advised he was sent by Con ** because I hadnt chosen a supplier. I had no physical copy of their contract until they made me sign and then emailed it to me. The whole encounter was rushed and I kept trying to ask questions because I didnt understand why I had to do thisand once I had the true details I immediately (within an hour) called to rescind since the contract states I have 3 days to rescind. Although they were open no one answered and it wont allow me to leave a message. I sent an email rescinding the agreement within 1 hour and requested confirmation it was cancelled. I need to protect my rights against this scam. I only have 3 days to rescind and do not want this company to get away with this. I want it in writing this was cancelled.

  Business response

  12/01/2021

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

• Initial Complaint

  10/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Representatives from the Family Energy *********** came by my apartment in April 2020 while I was out of state and spoke with my roommate, ***************************, claiming that they were from ***** and were there to "provide green energy services." *****, without my knowledge, provided them a paper copy of my ***** **** and unlawfully stated that she was my spouse (she is not) and signed off on their paperwork. After noticing that my utility **** had been higher than previous years for a while and seeing that there was an issue with this month's ****, I called ***** and they told me that the cause for the increased charges were from this supplier switch. I found out that ***** had signed off on this paperwork after I called a customer service agent at ********************** **** despite her not being the account holder and me not ever receiving any notice of the change, either in electronic or paper format. The customer service agent stated that my account would be cancelled and I would receive a confirmation email of cancellation (that has not happened) and would be receiving a call from one his higher *** to address the unlawful signing from my roommate (that has not happened). Had there not be an issue with this month's **** (I set up automatic payments), I would not have noticed this longstanding issue. In total, Family Energy *** has charged me $2024.45 over the past 12 months (estimated $3,036.67 for the 18 month total; I will have to request copies of my bills prior to Oct 2020 from *****) for a service I neither knew about nor authorized, and I am seeking compensation for that amount. The total difference between the amount charged by Family Energy *** and what would have been charged by ***** is $1,026.29 based off the 18 month average. I have filed a complaint with the ************** of ****** Services as well.

  Business response

  11/05/2021

  FE Findings
  March 17, 2020, signed an agreement (**********) with Family Energy for the provision of electricity supply at a rate of $1.45/day and natural gas supply at a rate of $1.18 a day for a term of 5 years.
  March 17, 2020, ************************* confirmed enrollment into the contract on a Third-Party Verification (TPV) call, as the spouse of the account holder of record, and validated her intent to enter a contract and receive service from Family Energy, which was recorded.
  On this TPV call, the customer was advised/confirmed the following:
  ******************** clarified that the account did not belong to her, but she was authorized to make changes as the spouse of the account holder on record.
  April 25, 2020, the customers electricity contract took effect.
  May 1, 2020, the customers natural gas contract took effect.
  October 27, 2021, FE received notification from the utility that the natural gas and electricity contract, ********** has been cancelled as per customers request.
  October 27, 2021, the account holder, ***********************, contacted FE to request cancellation of his agreement as he alleged that the person who entered the contract on his behalf was not authorized on his utility account. The utility set the effective cancellation date as September 23,2021 for electricity and September 30,2021 for natural gas.
  October 27, 2021, as a customer service gesture, FE waived the early termination fees of $107.11 for natural gas and $107.11 for electricity, for early termination of his contract.
  October 27, 2021, FE also sent an email to the customer confirming cancellation of their contract and providing a reference number for their record.
  FE confirms that we relied on the representation made by ******************** as the authorized spouse and signed the customers agreement in good-faith to initiate services with Family Energy.
  Based on the findings of our investigation,including the elements of the terms and conditions of the agreement which was fully disclosed to the customer on the third-party verification call, it is FEs opinion that this is not an instance of no authorization, as indicated in the BBB complaint. Family Energy entered the contract in good-faith and relied on representations made by this individual (*************************) who signed the contract and confirmed enrollment on TPV call. Furthermore, ******************** provided all the information of their electricity and natural gas account and stated to be the spouse of the account holder at the service address on record.
  In addition, the complainant is alleging no authorization of the agreement after almost 20 months of services and did not request cancellation right until October 27, 2021. Considering this, FE has waived the early termination fees of $214.22 for early cancellation the agreement. However, *************** the contract valid, therefore a reimbursement will not be warranted at this time.
  November 5, 2021, FE Compliance Staff sent the complainant an email to explain the above.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  These two gentlemen came to my door told me they work with con ****** and national grid told me I needed to sign something bc the rates for our bills are higher than they should be didnt tell me I had to pay or anything, asked me for account number and had some third part verification call me and the person asked if the two solicitors were are the door I said yes and she said that they werent suppose to be there so I slammed the door closed on them. Next thing you know I have some stupid contract in my email and the lady was like this is voluntary you dont have to do any of this. Thats not even my signature on their papers

  Business response

  11/15/2021

  On October 25, 2021, ********** Profetawas solicited door-to-door by an Family Energy (FE) representative and offered services;however, they elected not to become a party to a supply agreement with our company.
  
  Although they elected not to become a party to an agreement, FE provided the customer with a copy of the electronic agreement via email on October 25, 2021, prior to the initiation of any TPV audio recording. The customer declined to ratify the agreement by not completing a TPV audio recording. Consequently,they have not become a party to a natural gas or electricity supply agreement with our company and an enforceable agreement was not entered into and will not be enrolled.  
  
  On November 15, 2021, Family Energy Compliance staff sent the customer an email to explain the above.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Family Energy representatives came to my home today (Oct. 20, 2021) and conveyed that they were coned representatives. They spoke to my neighbor and I then received a contract saying I was enrolled in their program with a signature I could not read on the contract. I received a call from Family Energy to verify I received the contract. I told them I didn't want a contract. I never signed a contract. I called the customer service line and couldn't reach anyone. I do not want this contract.

  Business response

  11/10/2021

  FE Findings.
  On October 20, 2021, ************************* was solicited door-to-door by an Family Energy (FE) representative and offered natural gas and electricity supply services; however, they elected not to become a party to a supply agreement with our company.
  
  Although they elected not to become a party to an agreement, SFE provided the customer with a copy of the electronic agreement (via email) on October 20, 2021, prior to the initiation of any TPV audio recording. The customer declined to ratify the agreement by not completing a TPV audio recording. Consequently, they have not become a party to a natural gas or electricty supply agreement with our company and an enforceable agreement was not entered into and will not be enrolled. 
  On October 20, 2021, ************** emailed FE ************* to request cancellation of her recently signed agreement as she wanted to remain with her utility company.
  On October 21, 2021, FE ************* confirmed cancellation of the customers natural gas and electricity agreement via email and provided a cancellation confirmation number *******.
  On October 22, FE also sent the customer a cancellation notice in the mail confirming her contracts cancellation.
  Based on the findings of our investigation, it is FEs opinion that the customer elected not to become a party to supply agreement with our company. Although they were sent a Welcome Package with a signed copy of their supply agreement via a valid email address, they declined to ratify the agreement by not completing a TPV audio recording. Consequently, they have not become a party to a natural gas supply agreement with our company and an enforceable agreement was not entered into and will not be enrolled. 
  On November 10, 2021, SFE contacted the customer to explain the above.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was put under pressure to sign up to a service by a gentleman that called to my house whilst I was working from home. It was explained to me that I could cancel at a later date without penalty - at no point was it disclosed that I only had three business days to cancel (a ridiculously short period for a service with monthly billing cycles), and that I was signing up to a 5-year contract. Having used the service for three months in order to compare the prices I was paying, I am now being told that a significant cancellation fee is required in order to cancel the service. I wish to cancel immediately due to the absence of disclosure of the above information, and the pressure I was put under to sign up for the service.

  Business response

  11/02/2021

  Please be advised that family energy has contacted this customer directly to resolve dispute #********.

*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. ↩