ComplaintsforFamily Energy Inc.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was scammed like every other Customer who filed a complaint or wrote a 1/5 star review by their misleading representative. Family Energy insists, “marketing representatives are expressly prohibited from engaging in misleading, deceptive, unfair, and unconscionable acts and practices, or making claims that a specific price advantage, savings, or guarantee exists if it does not.” However, when every single complaint is about the lying and deceiving Sales Reps, I can care less about what they say. Truth is that they are continuing to scam people out of hundreds of dollars they have not provided any service for. This is the third ESCO that I change and I have never heard of stipulating contracts, let alone a 5 yr one with a $418 early termination fee. Considering they are knowingly doing this during a pandemic and unprecedented struggle both emotional and financial makes what they are doing that much more unacceptable.

  Business response

  11/01/2021

  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 TPV audio recording, it is Family Energy’s opinion that ******** ********’s allegations are inconsistent with their enrollment records. 
  During the TPV audio recording, ******** ******** provided positive confirmation to the rate and term of the contract and was advised that the program was voluntary, and savings were not guaranteed.  ******** ******** was also informed that cancellation fees will apply if the agreement is cancelled outside of the grace-free period, to which the Customer also provided a positive response. Nonetheless, FE has already terminated their agreement and waived the cancellation fee as a Customer Service gesture. No further reimbursement is warranted at this time.
  
  FE Energy Compliance staff contacted the complainant (******** ********) on November 1, 2021, to acknowledge the complaint and provided our resolution by email.

  Customer response

  11/03/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and, although I do not appreciate the fact that they continue using the same responses, in which they call the Customer a liar and then they agree to the request "out of courtesy," I 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. ↩