Family Energy Inc.

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

Problem:
Two complaints
- 1. when I signed up for the service I was promised that if my bills went up
Family Energy would send be a check for $50-75 if I was unhappy with the
service. Every bill I received after signing was higher than any bill had
gotten prior to joining the company. Bills from $60. - $105. went to $96. -
$171. 2. The company continues to call me every single evening, offering these
outrageous deals. I have asked then to stop calling but they continue to
pressure me to re-join the company. I want the calls to stop. Deregulation 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 2 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 Rights. In 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 $75.00 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 2
year term of the contract, as the cancelled the contract early. Therefore, 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.
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Response:
 
On April **, 2014, [redacted] signed contract number [redacted] with Family Energy for the supply of electricity.
On the Third Party Verification call conducted after the contract was signed, [redacted] confirmed that she had received a copy of the signed Family Energy agreement. 
 
On December *, 2014, [redacted] contacted Family to request cancellation of contract number [redacted]. Family Energy cancelled contract number [redacted], as per the customer’s request.
Family Energy is of the opinion that S[redacted] entered into a valid, binding contract and reimbursement is not warranted at this time.
Family Energy sent the customer an email response on July **, 2015 with a copy of the contract and third party verification call.

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:
[I am not satisfied with this answer. As I said I had never signed
anything with this company and I shouldn't pay anything. I will escalate this
issue to the State Division of consumer protection and my local state senate. I
don't have to pay anything because I never signed anything.]
Response:
On September *,
2015, [redacted] (spouse of Account Holder) signed contract number [redacted] with Family Energy for the supply
of natural gas and electricity. 
[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.

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Family Energy has added [redacted]’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 [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[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
3 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 $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 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 transaction. If you
terminate the agreement(s) early, a fee of $25 per commodity, for each year or
partial year remaining on the Agreement(s) will apply. See the notice of
cancellation form for an explanation of this right. Do 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 *, 2015
to explain this resolution.
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:

[Your Answer Here]
 
My complaint was made against "Your Family Energy" ([redacted]) , as noted in the complaint above 
[redacted]
[redacted]
[redacted]
[redacted]
 In my description above, I wrote the wrong company - Just Energy is who my mother currently has service with, Your Family Energy is the company that continues to harass my mother, has salesmen repeatedly showing up at her house and who I, personally, spoke with on the phone. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Family Energy has placed the customer’s address on out
internal No Solicitation List
v

ID: [redacted]
 
Contract Number: [redacted]
 
Customer Information:[redacted]
[redacted]
[redacted]
 
[redacted]
[redacted]Customer’s Statement of the Problem:
They did not give me a contract. Only a card with their name on it when...

they came to my home. All they told me was they will save me money on my energy bill. Did not tell me that there was a cancelation fee. I recently moved and turned my energy services off in my name. My final bill was only 25 dollars for electric and gas together. Now I got a bill from family energy saying I have to pay them 100 dollars for a canceling. Or I get reported to credit bureau. I refuse to pay this money to them. And now my credit will b hurt. From them not specifying that there is a early termination fee. With that said what can I do. About this. They were pushy and did not take the answer I'm not interested. For an answer so I only just went with it. Did not want it
 
Desired Settlement:
I want my last bill from them to b no more. I do not want to pay them for their effort to save me money I did not save any money while I was using their services
Response:
 
On March **, 2015, [redacted] 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:
·         “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 $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 the Third Party Verification call conducted after the contract was signed, [redacted] provided a positive response to the following questions:
·         Did the Sales Representative leave you with the Family Energy agreement(s) you just signed and do you have it in front of you?
·         "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 transaction. If you terminate the agreement(s) early, a fee of $25 per commodity, for each year or partial year remaining on the Agreement(s) will apply. See the notice of cancellation form for an explanation of this right. Do you understand?"
 
On July *, 2015, Family Energy cancelled contract number [redacted], as per the notification received from the customer’s utility that the customer has moved.
 
On July *, 2015, Family Energy sent the customer a letter outlining the early cancellation fees of the contract.
 
Family Energy has sent the customer an email response on July **, 2015 outlining his options regarding the early cancellation of contract number [redacted].

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

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:

They rip people off with their slick fast talking salemen.  I canceled my contract because we were LOSING money, and they expect you to stay with the program for a whole year and then only get 25.00 back even though you potentially can lose hundreds?  This reeks of scam, and it's unfortunate that I got scammed, but I am a veteran and dserve better than that.  So, no, I do NOT accept their explanation, I will only accept a refund of the difference  that I mentioned in the original complaint ($75.00).  Like I said before , they have been reported to NY State.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

As requested, Family Energy has sent the customer a letter via mail on February *, 2016. v

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Response:
It appears
that this Revdex.com Case #
[redacted] was sent to SFE
Energy in error. The 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

Family Energy has contacted the customer directly to resolve the dispute.

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Response:
Family Energy will mail the customer a reimbursement check in the amount of $1,500.
Family Energy has contacted the customer via email to explain the resolution.

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]
Consumer
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:
The response from Family Energy, apparently, is that they
accept the additional information that I have provided and the company is
awaiting any feedback from the Police investigation.
Family Energy is, therefore, doing nothing to resolve
this issue, although responses from these employees and their direct [redacted]
have been inconsistent at best.
They still have not provided the name and contact
information of the alleged marketing company that they state employ these
solicitors;, they continues to deny responsibility for the individuals that
were acting as agents for Family Energy, as they contend they are not employees
of their company.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Response:
In order to continue with our investigation, Family Energy is awaiting any feedback from the Police investigation.

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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted]
*
[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 3 years. On 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 $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 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 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
February **, 2016, Family Energy received notification from the customer’s
utility that the contact is being cancelled, as the customer has enrolled with
another supplier. Family 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 **, 2016 to explain this resolution.