Family Energy Inc.

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Response:
We are unable to identify the specific sales agent referred to in the customer’s complaint, as a contract was not signed by the customerNonetheless, Family Energy has added *** ***’s address to our no solicitation list; the complaint has been logged in our database and communicated to our sales force

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:
[Your Answer Here]
the people that harassed me at my door guaranteed savings
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
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Response:
Family Energy accepts the additional information that *** *** has provided
On January **, 2014, *** *** signed and confirmed contract number *** with Family Energy for the supply of Natural Gas and Electricity
*** ***’s contract is not be eligible for the cash back feature; In order to be eligible for the cash back feature, the customer must complete the entire initial term of the agreement without interruption as outlined in the customer’s contract and Terms and Conditions.
*** ***’s contract number *** has been cancelled as per his request on October **,
Family Energy contacted the customer on January **, to explain the resolution

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Response:
*** ***’s contract
number *** has been
cancelled as per his request on October **, The customer’s local utility had set the
effective drop date for the natural gas and electricity program as December *,
*** ***’s contract is not be eligible for the cash
back feature; In order to be eligible for the cash back feature, the customer
must complete the entire initial term of the agreement without interruption as
outlined in the customer’s contract and Terms and Conditions.
Family Energy has sent *** *** an email
response on December 30,

On March **, 2015, *** *** signed contract number *** with Family Energy for the supply of natural gas and electricity
On May **, 2015, *** *** contacted Family to requested cancellation of contract number ***Family Energy cancelled contract number ***, as per the
customer’s request
As a customer service gesture, Family Energy has waived the cancellation fees associated with contract number ***Family Energy has sent the customer an email response outlining this resolution

ID: ***
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Response:
On April **, 2015, *** ***s signed contract number *** with Family Energy for the supply of electricity*** ***s also accepted enrollment into the contract on the verification call; *** *** confirmed that she is the account holder
On April **, 2015, *** ***s contacted Family Energy to request cancellation of contract number *** *** provided the reason for cancellation as fiancé is not interested*** *** did not advise Family Energy of the concerns outlined in the complaint received from the Revdex.com
Family Energy cancelled the customer’s contract without penalty on April **, as per the customer’s request, prior to enrollment with the utility

Family Energy cancelled the customer’s contract without penalty on April *, as per the customer’s request, prior to enrollment with the utility
Family Energy has added *** ***’s address to our no solicitation list; the complaint has been logged in our database and communicated
to our sales force

** *** *** ** * *** *** * *** ** *** ***
Response:
On August *, 2014, *** * ***r signed and confirmed contract number *** with Family Energy for the supply of Electricity at a fixed rate of cents per kWh for a term of years
Family Energy does not
guarantee savings, as outlined in the customer’s contract and Terms and Conditions
Family Energy cancelled the customer’s contract without penalty on March *, as per the customer’s request

I[redacted]
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[redacted]
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[redacted]
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[redacted]
*
[redacted]...

[redacted]
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[redacted]
[redacted]
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Response:
On September *,
2015, [redacted] (spouse of Account Holder) signed contract number [redacted] with Family Energy for the supply
of natural gas and electricity. 
On the contract signed by [redacted], it states the following:
·        
“An early cancellation fee of $25.00 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 September *,
2015, [redacted] (spouse of Account Holder) confirmed enrollment into the
program on the third party verification call, without any questions or
objections. [redacted] also 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 agreement. If you do not rescind an
enforceable agreement will be created, a cancellation of which would be a $25 fee,
per commodity, for each year or partial year remaining on the program. Do you
understand?”
On December **, 2015,
Family Energy cancelled contract number [redacted], as per the Revdex.com complaint received. Family Energy will send the
customer a letter via mail outlining the cancellation fees.
[redacted] is an
authorized person to enter into the agreement, as she is the spouse of the
Account Holder. Family Energy is of the opinion that the customer entered into a valid, binding contract and an early cancellation
fee of $150 is applicable. 
v

[redacted]
Complaint
Involves:
Billing
or Collection Issues
Customer’s
Statement of the...

Problem:
On August [redacted] 2015 a "supervisor" approached my fiancée and
I while loading our infant daughter into our vehicle after visiting my elderly
grandmother. I told him I wasn't interested in their services twice because I no
longer resided on the property, and my grandmother would soon be moving. The
supervisor was very pushy, he kept attempting to get into her house. I said
again we aren't interested, he asked if he could see her bill so he can show us
where we are getting ripped off by the gas company. I let him see. He proceeded
to take her information down. I said to him that she isn't going to be living
here much longer, and he said not to worry the benefits would roll over to the
next owner. I told him I had to leave but he refused to get off her property. I
signed the paperwork after 45 minutes of pressure, it was a very hot day and I
had an infant in my car. He told me I should sign as her spouse, I said I did
not feel comfortable with that as I am not her spouse. He then took my phone
and made a call to his company. He told me what I should be saying and every
time I'd try to say what I wanted he would stop and correct me. After he left I
called the company back and asked them to cancel. They said I couldn't yet call
back the next day. I called the next day, I asked the rep to cancel the
services and he did. He said there would be no charge. Now on Oct [redacted], shortly
after my grandmother move, a bill comes to me for $78 and some cents. Again, I
did not even live there. I called and canceled 2 days after the contract was
signed. I sent an email to them and received no response. I called today and
spoke to another rep who stated they had no record of me calling to cancel. I explained
how I am not her spouse nor do I live in that house and the employee that was
sent would not get off the property until paperwork was signed. She said she
would escalate it, but I needed proof I called to cancel. Unfortunately this
document is with my grandmother, as it was her bill and her property. She said
she would note my account.
Desired
Settlement:
I would not like to be held responsible
for a bill when I did not reside in the house, I was asked to sign as
Someone
I wasn’t, and was bullied into signing the paperwork.
Response:
On August **, 2015, [redacted]
signed contract number [redacted] with Family Energy for the supply of natural gas and
electricity.
On
August **, 2015, [redacted] contacted Family Energy to request cancellation of
contract number [redacted]. Family Energy advised the customer to call back
later in the day, once the contract has been entered into the system. Family
Energy has no record of the customer contacting Family Energy back.
Family Energy has
cancelled contract number [redacted] without penalty. Family Energy will also reimburse the customer for the
difference in our price and the local utility’s rate.  The reimbursement will cover the period that the
customer’s account was enrolled on Family Energy’s program.
On
November **, 2015, Family Energy Compliance Staff has left the customer a voice
message to explain this resolution.
v

[redacted]
 
[redacted]
 
[redacted]
[redacted]
[redacted]
Complaint Involves:
 
Customer Services IssuesCustomer’s Statement of the Problem:
I...

want to cancel my service with them. Customer service keeps telling me about their great options but I keep demanding them to cancel and they will not do it.
 
Desired Settlement: I want to cancel my service with them.
Response:
 
On August **, 2015, Family Energy cancelled contract number [redacted], as per the customer’s request, without any cost or penalty.  Family Energy sent the customer a letter confirming cancellation via mail.

ID: [redacted] [redacted] [redacted]
Response:
On October *, 2015, [redacted] signed contract number [redacted]
with [redacted] for the supply of natural gas and...

electricity for a term of 3
years.
On March *, 2016, [redacted] has cancelled contract number [redacted]
without penalty, so that the customer may return their previous supplier.
[redacted] has sent the customer an email on March *, 2016,
to explain this resolution.
*

ID: [redacted]
 
Contract Number: [redacted]
 
Customer Information:
[redacted]
[redacted]
[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 bills. I was charged over four hundred dollars for gas and electric for one month and I live in a small two bedroom town house. They pray on new residents and the elderly. I want my money back and I want them to stop coming to my door. They demand your energy bill and don't take no for an answer. They're rude and pushy. They 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 kind. I 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 signed. She said it would be a set rate there for hundreds would be saved. It was not a set rate. I 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 not. Why 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 me. I will not be satisfied until I receive compensation for the money your company stole from me with your complete scam artist sales tactics and people. I 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 69 cents per therm for 3 years with a 2 month introductory rate of 63 cents per therm and the supply of Electricity at a fixed rate of 8.99 cents per kWh for 3 years with a 2 month introductory rate of 7.99 cents per kWh.
 
For the period from July **, 2014 to September **, 2014, the customer was billed the Family Energy introductory rates (63 cents per therm for the natural gas and 7.99 cents per kWh for the electricity) and from the period from September **, 2014 to effective drop date, the customer was billed the Family Energy fixed rates (69 cents per therm for the natural gas and 8.99 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 request. The utility set the effective drop date as March *, 2015.
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 request. The complaint has also been logged in our database and communicated to our sales force.

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 will never accept a response from them.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Family Energy contracts independent contractors to sell its services
door-to-door. Most municipalities (including [redacted]) requires that these
individuals (not the company) obtain solicitor permits. The requirement for our
representatives to obtain permits is also clearly outlined in our
agreements.  As such, Family Energy does
not have proof of permit in this particular instance. Family Energy will
confirm that the representative referenced in this complaint is permitted to
solicit customers in this municipality and will take the necessary remedial
action to address this complaint.
v

ID: [redacted]
Contract Number: [redacted]
Customer
Information:
[redacted]
[redacted]
[redacted]
*
[redacted]
[redacted]
Complaint Involves:
Service Issues
Customer’s
Statement of the Problem:
I...

signed a three year contract for a fixed rate plan with Family
Energy. I changed addresses and no longer
need gas service as I have oil now. In addition I no longer want their
electric supply service, my primary
utility Central Hudson Gas and Electric has better rates and service
than this ESCO. Family Energy's fixed
rate isn't any cheaper for me now and there is no benefit as far as
I'm concerned. In addition, I just moved
on 10/**/15 and within a few days of the address change, Family Energy
started calling constantly and left
no voicemails. I called back and requested service in all areas,
electric and gas be discontinued
immediately. Request has not been fulfilled. I have reached out a
couple more times via email form for
customer
service to no avail. This all started from aggressive, rude and pushy door to
door sales.
Desired
Settlement:
I would like the immediate
cancellation and discontinuance of all services I currently have with Family
Energy,
electric and gas as well as no further contact from them in any way.
Response:
On July *, 2014, [redacted] signed contract
number [redacted] with Family
Energy for the supply of natural gas and electricity.
On October **, 2015,
Family Energy received notification from the customer’s utility that the contract
is cancelled, as the customer has moved. The contract was cancelled on October **,
2015, without any cost or penalty.
Family Energy
contacted the customer to inquire about the notification received from the
utility. [redacted] confirmed that he had moved and
does not wish to continue with the contract. The
customer’s contract remains cancelled.
v

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 is avoiding any responsibility with regard to this issue by deferring to the "Police Investigation."  They know that after the initial attempt to track the phone, if there is no information as to the location/activity of the phone, the police investigation, becomes inactive.  This is not speculation, as the [redacted] and [redacted] for Family Energy told me that he used to work in law enforcement.
Family Energy is not making ANY attempt to resolve this issue; rather, the company is just letting time pass, hoping this matter will die. 
?
 
 
 
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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]
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 not. Why 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 me. I will not be satisfied until I receive compensation for the money your company stole from me with your complete scam artist sales tactics and people. I will take this to court if need be. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

SFE Energy
has placed the customer’s address and phone number on our internal No
Solicitation/Do Not Call list. The complaint has been logged in our
database and communicated to our sales force.
v

ID: [redacted]
Contract Number: N/A
Customer
Information:
[redacted]
[redacted]
[redacted]
Daytime Phone: ###-###-####
E-mail:
[redacted]
Complaint
Involves:
Advertising
Issues
Customer’s
Statement of the...

Problem:
A sales representative for Family Energy came to my door asking to see
a copy of my utility bill. The representative was unclear about who he was. The
representative explained that he was "making sure I was not being
overcharged" and was holding himself out as a third party, inferring that
Family Energy is a regulator of sort. This person asked to come into my house
and was aggressive when I said that I didn't understand what the particular
situation was about and didn't want to show my utility bill. I did not give this
person any information or access to my house. The representative never stated
that Family Energy is an energy supply company and rather tried to mislead me
to get me to show my utility bill.
Desired Settlement:
I would appreciate
if the sales representatives for Family Energy would not come to my
neighborhood.
Response:
Family Energy has added [redacted]
address to our no solicitation list; the complaint has been logged in our
database and communicated to our sales force.
v