Eco Building Systems

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I finally have resolution to the natural gas complaint - it was cancelled It took complaints through the Revdex.com and complaints through the Public Service Commission for this to happen However, this deal through Family Energy has cost me and my wife well over $due to their supply charges on my bill that are NO WHERE even close to the contract signed price On top of the $contract cancellation fees That is an estimate of $that this company has made on our behalf for November, December & January I want some sort of compensation for the scam that you pulled over our heads I would also like to know how you can run a business knowing that you are doing this to low to medium income families who can hardly afford their utility bills to begin with In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***

ID: [redacted] Contract Number: n/a Customer Information: [redacted] Daytime Phone: ###-###-#### E-mail: [redacted] Complaint Involves: Advertising Issues Customer’s Statement of the Problem: This company keeps calling my house even though I have no business with them Desired Settlement: I wish that this company would no longer call me and if I did have any business with them prior to cancel it Response: Family Energy has placed the consumer’s telephone number on our internal Do Not Call list

ID: [redacted] Contract Number: [redacted] Customer Information: [redacted] Daytime Phone: ###-###-#### E-mail: [redacted] Complaint Involves: Selling PracticesCustomer’s Statement of the Problem: These sales representatives claim they're from the energy company and scam you into signing things then charge you outrageous amounts on your billsI was charged over four hundred dollars for gas and electric for one month and I live in a small two bedroom town houseThey pray on new residents and the elderlyI want my money back and I want them to stop coming to my doorThey demand your energy bill and don't take no for an answerThey're rude and pushyThey shouldn't even be allowed to have a business Desired Settlement: I do not want them coming to my door or sending mail of any kindI want my money back too First Rejection Message: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Given the fact that I was a new resident and had never heard of [redacted] which she claimed she was from she misrepresented herself and told me I would be saving a lot of money if I signedShe said it would be a set rate there for hundreds would be savedIt was not a set rateI want the difference back Second Rejection Message: Sales representatives tell you you'll save money she specifically told me it will stay a fixed rate at what I signed for and it did notWhy would your sales reps lie to customers to get them to sign a bogus contract that's all lies to begin with? That's stealing and fraud and I want the difference back from what that set rate that was promised to meI will not be satisfied until I receive compensation for the money your company stole from me with your complete scam artist sales tactics and peopleI will take this to court if need be Response: On May **, 2014, [redacted] signed contract number [redacted] with Family Energy for the supply of Natural Gas at a fixed rate of cents per therm for years with a month introductory rate of cents per therm and the supply of Electricity at a fixed rate of cents per kWh for years with a month introductory rate of cents per kWh For the period from July **, to September **, 2014, the customer was billed the Family Energy introductory rates (cents per therm for the natural gas and cents per kWh for the electricity) and from the period from September **, to effective drop date, the customer was billed the Family Energy fixed rates (cents per therm for the natural gas and cents per kWh for the electricity), as per the contract The contract signed by [redacted] , under the “Customer Disclosure Statement Information” section it states, “Savings are not guaranteed under this agreement and are dependent upon Market conditions” Customers are required to read the statement on the back of the Family Energy business card to a third party verification (TPV) representative on the TPV call [redacted] read “Family Energy is not the utility” on the TPV call On January **, 2015, [redacted] contacted Family Energy to request cancellation of contract number [redacted] Family Energy cancelled contract number [redacted] as per the customer’s requestThe utility set the effective drop date as March *, Family Energy is of the opinion that the customer entered into a valid binding agreement with and Family Energy, reimbursement is not warranted at this time Family Energy has placed the customer on our No Solicitation list as per the customer’s requestThe complaint has also been logged in our database and communicated to our sales force

ID: [redacted] Contract Number: [redacted] Customer Information: [redacted] Daytime Phone: ###-###-#### E-mail: [redacted] Complaint Involves: Selling PracticesCustomer’s Statement of the Problem: These sales representatives claim they're from the energy company and scam you into signing things then charge you outrageous amounts on your billsI was charged over four hundred dollars for gas and electric for one month and I live in a small two bedroom town houseThey pray on new residents and the elderlyI want my money back and I want them to stop coming to my doorThey demand your energy bill and don't take no for an answerThey're rude and pushyThey shouldn't even be allowed to have a business Desired Settlement: I do not want them coming to my door or sending mail of any kindI want my money back too Response: On May **, 2014, [redacted] signed contract number [redacted] with Family Energy for the supply of Natural Gas and Electricity The contract signed by [redacted] , under the “Customer Disclosure Statement Information” section it states, “Savings are not guaranteed under this agreement and are dependent upon Market conditions” Customers are required to read the statement on the back of the Family Energy business card to a third party verification (TPV) representative on the TPV call [redacted] read “Family Energy is not the utility” on the TPV call On January **, 2015, [redacted] contacted Family Energy to request cancellation of contract number [redacted] Family Energy cancelled contract number [redacted] as per the customer’s requestThe utility set the effective drop date as March *, Family Energy is of the opinion that the customer entered into a valid binding agreement with and Family Energy, reimbursement is not warranted at this time Family Energy has placed the customer on our No Solicitation list as per the customer’s requestThe complaint has also been logged in our database and communicated to our sales force

As requested, Family Energy has sent the customer a letter via mail on February *, v

[redacted] [redacted] Response: On November **, 2016, [redacted] signed contract number [redacted] with Family Energy for the supply of natural gas and electricity for a term of yearsOn the contract signed by [redacted] , it states the following: · The price and term of the agreement · Savings are not guaranteed under either the natural gas and/or electricity supply Agreement(s), and are dependent upon market conditions · “An early cancellation fee of $plus applicable taxes for each year or partial year remaining on the natural gas and/or electric supply Agreement(s) Term will apply if the Agreement(s) is/are terminated prior to the end of the Term selected above On November **, 2015, [redacted] also confirmed enrollment into the program on a third party verification call, without any questions or objections [redacted] provided a positive response to question "You also have the right to rescind the agreement if you choose within three business days after you receive a copy of the agreement by contacting Family Energy by telephone, mail or email at the contact information provided on the agreementIf you do not rescind an enforceable agreement will be created, a cancellation of which would be a $ fee, per commodity, for each year or partial year remaining on the programDo you understand?” On February **, 2016, Family Energy received notification from the customer’s utility that the contact is being cancelled, as the customer has enrolled with another supplierFamily Energy has cancelled contract number [redacted] , as per the notification received from the utility and Family Energy sent the customer an early cancellation fees letter via mail Family Energy is of the opinion that the customer entered into a valid, binding contract and early cancellation fees are applicable Family Energy sent the customer an email response on February **, to explain this resolution

[redacted] [redacted] Response: On October **, 2015, [redacted] signed contract number [redacted] with Family Energy for the supply of natural gas and electricity for a term of years On the contract signed by [redacted] it states the following: · Savings are not guaranteed under either the natural gas and/or electricity supply Agreement(s), and are dependent upon market conditions · “An early cancellation fee of $plus applicable taxes for each year or partial year remaining on the natural gas and/or electric supply Agreement(s) Term will apply if the Agreement(s) is/are terminated prior to the end of the Term selected above On October **, 2015, [redacted] also confirmed enrollment into the program on the third party verification call, without any questions or objections [redacted] provided a positive response to question "You also have the right to rescind the agreement if you choose within three business days after you receive a copy of the agreement by contacting Family Energy by telephone, mail or email at the contact information provided on the agreementIf you do not rescind an enforceable agreement will be created, a cancellation of which would be a $ fee, per commodity, for each year or partial year remaining on the programDo you understand?” [redacted] also provided a positive response to question “So you understand that Family Energy is also not associated with utility, Public Service Commission, government or any other ESCO Energy Retailer or supply company?" On January **, 2016, Family Energy received notification from the customer’s utility that the natural gas and electricity contract is being cancelled, as the customer has enrolled into a program with another supplier On January **, 2016, Family Energy cancelled the natural gas and electricity contract, as per the notification received from the utilityFamily Energy also sent the customer an early cancellation fees letter via mail Family Energy is of the opinion that the customer entered into a valid, binding contract and early cancellation fees are applicable Family Energy sent the customer an email response to explain this resolution v

[redacted] ** [redacted] Response: On August **, 2015, [redacted] signed contract number [redacted] with Family Energy for the supply of natural gas and electricity for a term of years On the contract signed by [redacted] , it states the following: · “Savings are not guaranteed under either the natural gas and/or electricity supply Agreement, and are dependent upon market conditions” · “An early cancellation fee of $plus applicable taxes for each year or partial year remaining on the natural gas and/or electric supply Agreement(s) Term will apply if the Agreement(s) is/are terminated prior to the end of the Term selected above On the Third Party Verification call conducted after the contract was signed, [redacted] provided a positive response to question "You also have the right to rescind the agreement if you choose within three business days and may cancel this transaction at any time prior to midnight of the third business day after the date of this transactionIf you terminate the agreement(s) early, a fee of $per commodity, for each year or partial year remaining on the Agreement(s) will applySee the notice of cancellation form for an explanation of this rightDo you understand?" As a Customer Service gesture, Family Energy has waived the early cancellation fees associated with contract number [redacted] Family Energy sent the customer an email on November *, to explain this resolution v

Response: On October **, 2016, [redacted] signed contract number [redacted] with Family Energy for the supply of natural gas and electricity for a term of yearsOn the contract signed by [redacted] , it states the following: · Savings are not guaranteed under either the natural gas and/or electricity supply Agreement(s), and are dependent upon market conditions · “An early cancellation fee of $plus applicable taxes for each year or partial year remaining on the natural gas and/or electric supply Agreement(s) Term will apply if the Agreement(s) is/are terminated prior to the end of the Term selected above On October **, 2016, [redacted] also confirmed enrollment into the program on a third party verification call without any questions or objections [redacted] provided a positive response to question "You also have the right to rescind the agreement if you choose within three business days after you receive a copy of the agreement by contacting Family Energy by telephone, mail or email at the contact information provided on the agreementIf you do not rescind an enforceable agreement will be created, a cancellation of which would be a $fee, per commodity, for each year or partial year remaining on the programDo you understand?” Family Energy has cancelled contract number [redacted] , as per the customer’s request, however early cancellation fees are applicable in the amount of $Family Energy also sent the customer an early cancellation fees letter via mail Family Energy is of the opinion that the customer entered into a valid, binding contract and early cancellation fees are applicable v

Family Energy has placed the customer on our internal no solicitation list/do not call list Family Energy has sent the customer an email on April *, 2016, to explain this resolution v

ID: [redacted] Contract Number: [redacted] Customer Information: [redacted] Daytime Phone: ###-###-#### E-mail: [redacted] Complaint Involves: Advertising Issues Customer’s Statement of the Problem: Two complaints - when I signed up for the service I was promised that if my bills went up Family Energy would send be a check for $50-if I was unhappy with the serviceEvery bill I received after signing was higher than any bill had gotten prior to joining the companyBills from $- $went to $- $The company continues to call me every single evening, offering these outrageous dealsI have asked then to stop calling but they continue to pressure me to re-join the companyI want the calls to stopDeregulation has created a monster and the consumers are suffering because of it Desired Settlement: Have them sent a check Response: On July **, 2014, the customer entered into a contract with Family Energy via telephone for the supply of electricity for term of years (Contract Number [redacted] ) On July **, 2014, Family Energy sent the customer a welcome package via mail that confirms the Family Energy Program Agreement Details, theTerms and Conditions of the Program, and the ESCO Consumers Bill of RightsIn the welcome package it states the following: · “If the total commodity charge on the above chosen program(s) equals an amount greater than the total commodity charge of the Customer’s Utility for the same term, then the Customer shall receive up to $cash-back at the end of the Term On October **, 2015, the customer sent Family Energy an email requesting cancellation of contract number [redacted] Family Energy cancelled the customer’s contract, without penalty, as per the customer’s request The customer did not complete the entire year term of the contract, as the cancelled the contract earlyTherefore, the customer is not eligible for the “Cash Back” feature with Family Energy Family Energy has also placed the customer on out internal do not call list, as requested v

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Family Energy has offered NO resolution. They won't even return e-mails and when you call there to talk to someone you get hung up on after being on hold. Now, after receiving an e-mail from the company, I find out that this applies to our gas bill as well...which is actually in my wife's name. I do not even have authorization to make changes to the gas company. My wife called the company a total of 3 times yesterday. She left 1 voice mail. The 2 other times she was on hold for close to 30 minutes a piece and then got hung up on. Our gas company can not cancel this. We have to speak to Family Energy to cancel and they are obviously unreachable. My wife wasted an entire day yesterday dealing with this and trying to get through to someone. NOW....because of this.....we are going to have to pay AT LEAST 3 months of the over charges of the supply on the gas bill as well as the electric. I figured up the total that we will have paid due to this. From November 2015 - January 2016 it will be over $800.00. In 3 months that is how much this company has scammed out of us. And, if we don't get resolution with my gas soon that total will go up! My wife called the gas company and as they are not authorized to make any changes, they instructed her to call the Public Service Commissioner and file a formal complaint which she has done. She has also been in contact with a class action claims attorney. This company has not only ripped me and my family off, but they have done it to so many others with their pushy door to door salesmen that pretty much force their way into peoples houses and have them sign things that they don't even understand. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved. Sincerely, [redacted] ***

[redacted] *** [redacted] Response: It appears that this Revdex.com Case # [redacted] was sent to SFE Energy in errorThe consumer complaint is in mentions another company, Just Energy Can you please remove this complaint from SFE Energy's record? Thank you Nonetheless, SFE Energy has placed the customer’s address and phone number on our internal No Solicitation/Do Not Call list v

Revdex.com:
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,
*** ***
Thank you

Revdex.com:
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:
I finally have resolution to the natural gas complaint - it was cancelled. It took complaints through the Revdex.com and complaints through the Public Service Commission for this to happen. However, this deal through Family Energy has cost me and my wife well over $due to their supply charges on my bill that are NO WHERE even close to the contract signed price. On top of the $contract cancellation fees. That is an estimate of $that this company has made on our behalf for November, December & January. I want some sort of compensation for the scam that you pulled over our heads. I would also like to know how you can run a business knowing that you are doing this to low to medium income families who can hardly afford their utility bills to begin with.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Response:
Family Energy has identified the sales office marketing in the area at the time the incident occurred. The complaint has been logged in our database and communicated to our sales force
Family Energy has also placed the customer on our internal no solicitation
list

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Family Energy Response:
Family Energy is of the
opinion that the customer entered into a valid, binding contract and early
cancellation fees are applicableReimbursement is not warranted at this time
v