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.
v

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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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.

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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

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:

[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]

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’s address on out
internal No Solicitation List
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.

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]

ID: [redacted]
Contract Number:
Customer Information:
[redacted]
Complaint Involves:
Selling Practices
Customer’s Statement of...

the Problem:
This company periodically sends representatives to my neighborhood soliciting door to door, although we have told them in the past we are not interested. When you tell them that, you have to be rude in order for them to accept your response. Most recently they came to my area shortly after I had used my cell phone and put it down on my front steps. I then was talking to my neighbor about 10 feet away with my back to my house and did not see the rep go to my door. When I finished I went to my stairs and was then approached by another rep from Family Energy. I told her I was not interested, told her to put me on her no contact list and proceeded to my front door. I immediately turned around to retrieve my cell phone which was no longer there. I immediately attempted to call and track the phone, which had last had 39% power, but it was powered off. I saw one of the male representatives in front of a neighbor's house and asked if he had rang my bell earlier. he said no and I asked for his company info. He gave me his card and also provided his first name (last initial) and the rep ID # in the spaces provided on the card. Additionally, he provided the date, time, and a contact phone number. When I saw the second male rep as he was going to my next door neighbor's door and asked him for the same info he did not want to give it to me and asked if I got anyone else's information. He finally hesitantly gave me a card with only a first name scribbled on it, for which I can only make out the first two letters. About an hour later these two men were observed by neighbors on an adjacent street with a gray cell phone stating, "Let's check out this phone." All I can say is that if not for the door to door canvassing that this and other [redacted] do to manipulate people, these strangers would not have been at my door. Moreover, if not for the fact that they do not adequately screen these representatives, who they then send to peoples' homes, criminals would not have been at my front door. When I initially called and told them that these were representatives of their company, the [redacted] I spoke to told me, "These people work on commission... they could be working for other companies as well." I insisted that at that time they were working as agents for Family Energy, as that was the ID cards they presented to me. Thank goodness their crime was to steal a cell phone. What would the company say if they forced their way into my house and [redacted]??? But instead they tell me that these individuals COULD be representing other companies as well, and now it will take 48 hours to look into the matter. Totally unacceptable!
Desired Settlement:
Return or replacement of my cell phone immediately! Since they have a 48 hour window for this investigation, compensation for the new one I will need to purchase, since I cannot wait and be without it for 2-3 more days. I also want the company to make sure that all of their solicitors stay away from my home.
Response:
Family Energy’s [redacted] and [redacted] conducted and interview with the [redacted] and the salespersons that were in the customer’s area the date the incident occurred. The salespersons claimed that it was a busy street and that there were other door-to-door solicitors in the area on that day. They recalled soliciting [redacted] but denied taking the cell phone.
Family Energy’s [redacted] and [redacted] spoke to [redacted] to discuss the complaint. [redacted] advised that she contacted the Police regarding this and it is under investigation. Family Energy provided her with all the information required to assist her in the investigation. [redacted] refused to provide particulars on the neighbour that witnessed the incident; therefore Family Energy was unable to proceed with its internal investigation.
Family Energy is awaiting any feedback from the Police investigation. Family Energy has also placed the customer on our No Solicitation List.

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]