Family Energy Inc.

Review: 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.

Business

Response:

ID: [redacted]

Review: They did not give me a contract. Only a card with thier 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 itDesired 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

Business

Response:

ID: [redacted]

Review: I did not sign nor agree to a contract with said company (Family Energy Inc). This company has billed my electric company.I have tried to resolve this issue many times and have yet to talk to a representative. My wait time is between 1-2 hours on the phone with no reply.Desired Settlement: I would like to continue being billed by ""JUST"" [redacted] of NYC. This bill must be adjusted.

Business

Response:

Review: This company is very aggressive and misleading.

Two salespeople came to my door one evening and initially I was not going to answer the door, but they rang my doorbell 4 times and continued to knock, giving me no choice but to answer. When I answered the door, they told me what company they worked for and said they 'needed to look at my bill', making it seem as if it was required . I told her that I did all of my billing electronically, and she then pressured me to open up my bill on my computer, ultimately conning their way into my apartment. I told the girl that I did not really understand the billing, and she pointed out service charges on my bill, making it seem as if they were outrageously priced. She proceeeded to tell me that ESCO could offer me a standard rate, which I did not realize until later, was double that of RGE. She was very pushy and made me feel extremely pressured to sign the contract on the spot. I basically signed the contract to make them leave.

I recently recieved my bill, which was double that for the previous month, simply because of the charges from ESCO.Desired Settlement: I do not want to pay the cancellation fee, as I feel that I was manipulated and mislead by the company.

Business

Response:

On March **, 2015, [redacted] signed contract number [redacted] with Family Energy for the supply of natural gas and electricity.

On May **, 2015, [redacted] contacted Family to requested cancellation of contract number [redacted]. Family Energy cancelled contract number [redacted], as per the customer’s request.

As a customer service gesture, Family Energy has waived the cancellation fees associated with contract number [redacted]. Family Energy has sent the customer an email response outlining this resolution.

Consumer

Response:

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,

Review: This company phones our home despite the fact that we are on a no call list and clearly do not want unsolicited contacts. They also call repeatedly and have caller ID blocked, which means that those of us who pick up in case of emergency must always pick up.Desired Settlement: Stop Contacting Me

Business

Response:

[redacted]

Review: supplier Family Energy guy visited my house in my absence and made my wife sign a contract

she told him she is not in charge of the bill, but he ask her to just bring the bill and made her sign.

Now I call to cancel the next week , they didn't and after 30 days I call back, the rep told me there is not record of my cancellation.

now they treating me to take me to collection.

I personally never sign anything with them. It is ridiculous for this company to play with people information like this .Desired Settlement: cancel the contract that I have never sign.

Business

Response:

I[redacted]

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

Consumer

Response:

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.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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:

Review: I was told by one if there sales reps that signing up with them would lower my gas and electric bill. I received my first bill an it increased by 44.04 I called to cancel and the representative said that there would be a 75 dollar cancelation fee for each bill adding up to 150.00 dollars. Very disappointed. The sales rep that came to my home was very dishonest.Desired Settlement: I would like my 150.00 dollar amount for cancelation dropped because I was given false information.

Business

Response:

[redacted]

Response:

On March **, 2015, [redacted] signed contract number [redacted] with Family Energy for the supply of Electricity at a fixed rate of 8.49 cents / kWh for a term of 3 years and the supply of Natural Gas at a fixed rate of 58.9 cents /therm 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?"

On May **, 2015, [redacted] contacted Family Energy to request cancellation of contract number [redacted]. Family Energy cancelled contract number [redacted], as per the customer’s request. Family Energy also advised the customer that cancellation fees are applicable.

Family Energy is of the opinion that [redacted] entered into a valid, binding contract and an early cancellation fee of $150 is applicable.

Review: 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 reponsible for a bill when I did not reside in the house, I was asked to sign as someone I wasnt, and was bullied into signing the paperwork.

Business

Response:

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

Consumer

Response:

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,

Review: Family Energy Inc, Showed up at my door and said they can save money on my utility bills.

I recently paid a bill off (National Fuel) Then received a bill the next day of 179.00. When I called National Fuel, they explained to me what was going on.....

National Fuel was only charging 24 cents delivery, she then said Family Energy changed it and was charginbg me 78 cents delivery.

I called Family Energy, which was a woman at her house mind you... told them to remove themselves from my bill... She then argued with me for about 10 minutes and I asked for a supervisor... that did not happen..

The woman said then that I had to pay the bill plus 2 payments of 76.00 because "I broke the contract"

She was odd? Like this is not a business. They took advantage of us, making my budget plan for National fuel void.Desired Settlement: I want them out of last months bill. And I don't want to have to pay extra 76 dollars times two accounts... so I can also have my budget back for gas delivery.

I have to ad, good luck getting a hold of anyone as they turn the line off...

you may receive a message from phone company saying wrong number, or disabled.

Or i've had it ring for 15 minutes before getting mad, and hanging up.

If anything!!!!

Please warn others about these people.

Business

Response:

Response:

On April **, 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?"

On November *, 2015, [redacted] contacted Family

Energy to request cancellation of contract number [redacted].

Family Energy cancelled contract number [redacted],

as per the customer’s request. Family Energy also advised the customer that

cancellation fees are applicable.

Family Energy is of the opinion that [redacted] entered

into a valid, binding contract and an early cancellation fee of $150 is

applicable.

v

Consumer

Response:

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,

Thank you

Review: A woman came to my door today saying she needed to confirm something on my [redacted] bill. She checked over my statement and filled in some paperwork. I asked if this was in regards to [redacted] because she said it was a lower priced electricity charge, and she replied that it assists with that. I filled out the paperwork and later found out that she had misrepresented herself and was actually a third party salesperson through Family Energy. This person had welcomed herself into my home and had gotten a hold of my personal account information under the precedent that she was from [redacted].Desired Settlement: I would like for this company to not come into my apartment building again. This person had access to see the inside of my home and see personal information and account numbers. I request that my address nor phone number are accessed. I also request that my address, phone number, and account information is not given to any other companies that they are affiliated with or sell personal information to. I request that no sales representatives try to contact me by phone or at my address.

Business

Response:

Family Energy cancelled the customer’s contract without penalty on April *, 2015 as per the customer’s request, prior to enrollment with the utility.

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.

Consumer

Response:

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,

Review: called about 2 months ago to discontinue their service. the rep clearly said its going to take at most 1 billing cycle, yet it seems like they did not process the cancellation at all.Desired Settlement: please discontinue providing your service to me anymore. it triple my bill every month

Consumer

Response:

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,

Review: family energy came to my house under sfe energy . I looked up sfe energy on Revdex.com they not on here. I was about to complete the phone call on my cell and the guy said he will call right back. the rep said he wasn't suppost to do that. the rep said we have to fill out a new form. He was doing that while on the phone again. while he was on the phone. I changed my mine and got the contract from him. I looked up the number on the internet when he was using my cell it was ###-###-#### it came back to family energy under sfe energy that's not registered on Revdex.com. Are they so hard up for business to expand their business under a new name . sfe energy is located in an Pittsburgh expansion branch from family energy to get more customers. If they come knocking you better start waling away.Desired Settlement: family energy should let people know sfe energy are the same company under a different name to expand from their bad sales tacks to get business. they most likely won't because that's what you o to try to get more business.

Business

Response:

SFE 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.

Contract [redacted]was

cancelled prior to enrollment.

Consumer

Response:

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,

Business

Response:

Our business is to market our services door to door. SFE

Energy had added [redacted]’s address to our no solicitation list on April **,

2014, however this does not guarantee that an individual sales agent will not

visit his home. SFE Energy will make our best efforts to communicate [redacted]s no solicitation request to our sales force.

Consumer

Response:

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,

I FOOLISHLY fell for this scam.....got my [redacted] bill due in March and my total energy usage for gas and electric was $84........the charge on my bill from FAMILY ENERGY......over $ 185.......to cancel it will cost me $150.....BEWARE!!!!!!!!!!!!

Review: Our contract for Family Energy was up around March or April. In April I saw the rates were still the same but contacted the company about renewal our contract and rates. I was unsuccessful of getting a hold of anyone that could help me with the matter. After other attempts, by June the rate had increased significantly, so I started calling more frequently to get a hold of anyone that could help me with the matter. After a month, I was able to get a hold of someone that could actually help me renew the contract at the current rate, which was cheaper than what we had been charged. After spending hours on the phone and him contacting and discussing with his supervisor, he signed us up for a 3 year, no cancellation fee with a minimum of $1500 reimbursement for the previous 2 bills that were outrageously high, and that the contract would be active as of July [redacted]. He told me the entire phone call was recorded and that he would not all in the records. Two weeks later when I received my next bill I saw none of this applied. For the next 2 weeks, I spend SEVERAL hours on the phone being bounced back from one person to another because the employee I had originally talked to was fired. For those 2 weeks, I had worked with a [redacted] who told me the contract would be emailed to me to show the date and she would work on back dating our last 3 bills to get us to the rate that was agreed for us (as per the contract I agreed to). It took another 2-3 weeks of chasing them for that contract in which time I received another bill for the original overpriced rate. When I finally got a copy of the contract that was dated for July [redacted], as in our rate should have been dated for that time, we tried to get in touch with Family Energy again. After all that time, the [redacted] of the business went directly to the [redacted] of Family Energy, who basically said we were straight out of luck and they weren't going to do anything for us. We proceeded to cancel our contract with them via [redacted]. Everything requested and discussed as of August was documented in email (several which they never responded back to).Desired Settlement: As per my original phone call, we agreed to a 10.23 cents rate starting July [redacted], as well as a min $1500 credit. We were also told that for the last 3 bills, they would back-date them for us having to wasted so much time staying on them to change the contract. Since it took us 3 months to get them to give us the rate they agreed to, we had to pay the excess amount in our last 4 [redacted] bills. I have the last 4 bills, as well as a contract with date from Family Energy to show all proof that we were charged the incorrect rate.

Business

Response:

[redacted]

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.

Review: A representative of this company came to my home requesting to see a copy of my power bill. She stated that she wanted to "compare it" to information that she had. I did not give my information to the woman and she became forceful in her speech. She also asked if I lived alone and when my sister came to the door asked if she live in the house also. In speaking with my neighbor, I was informed that the woman came to her door using the same tactic. After quick research and recalling a story on my local news, I realized that Family Energy was trying to become my energy provider without my knowledge. This sales practice is unethical and should be stopped. One could consider the practice predatory.Desired Settlement: I request that my address be removed from Family Energy's sales contact lists immediately.

Business

Response:

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. Family Energy sent [redacted] an email response

on April **, 2015.

Review: salesman come to door he had a badge stating SFE gave me his card and then proceeded to ask for my BGE bill just to be sure I am getting charged the correct rates I showed him the bill and I explained to him I have Constellation Energy that I am under contract for the next couple of months I insisted thatI didn't want to change anything,

But he made a phone call and then next thing you know he had signed me up with SFE and now I am in Collections for 150.00 for terminating fromConstellation Energy after meand my husband told this gentleman we were not switching he said NO NO NO I am just here to check your rates.Now I am locked into a contract with SFE for 3 years.Desired Settlement: I would like SFE to pay the 150.00 that is on my collection notice

Business

Response:

ID: [redacted]

Review: A REPRESENTATIVE FROM THIS COMPANY CAME TO MY DOOR ON 2-**-14. I HAD TO HOLD MY DOG BACK. THE REP KEPT SAYING THAT I WAS SENT A NOTE ON MY LAST ELECTRIC BILL AND HE WAS THERE TO MAKE SURE THEY WERE CHARGING ME THE RIGHT PRICES AND HE NEEDED TO SEE MY BILL. I SAID NO, I AM NOT INTERESTED IN CHANGING ANYTHING ON BILL AND GOODBYE. hE THEN SAID IT AGAIN AND SAID "I WILL WAIT HERE FOR U TO GET A COPY OF YOUR BILL AND THEN COME IN AND TALK TO YOU ABOUT IT. MEANWHILE I AM STILL HOLDING MY DOG BACK. I SAID NO, I DON'T HAVE A COPY HANDY AND U R NOT COMING IN. HE SAID"WELL I NEED TO SEE YOUR BILL SO GET IT AND THEN WE CAN TALK". I SAID "NO I'M NOT SO GOODBYE. HE SAID" WELL THIS IS (MY ADDRESS)CORRECT AND WE WILL JUST KEEP COMING BACK TILL WE TALK TO YOU. I SAID "DOUBT IT" HE SLIPPED HIS CARD THRU THE DOOR AND LEFT. oN CARD HE LEFT I HAS A SPACE FOR REP # AND NOTHING WRITTEN IN. NOBODY IS GOING TO TELL ME THEY R GOING TO KEEP COMING TO MY HOME UNTIL I COOPERATE.THIS COMPANY AND OTHER ENERGY COMPANIES ARE IN MY NEIGHBORHOOD AND I AM TIRED OF IT. AND TO KEEP IT UP WITH ME WHEN I AM HOLDING DOG BACK TAKES SOME COURAGE. NEXT TIME I CALL THE POLICE OR RELEASE THE DOG. NOT A HAPPY CAMPER RIGHT NOW. THEY NEED TO STOP THIS NOW.Desired Settlement: I WANT THIS COMPANY TO TALK WITH THIS REP AND TELL HIM TO KNOCK OFF THE "WE'LL BE BACK"ATTITUDE AND DO NOT BOTHER ME AGAIN. THAT'S TRESPASSING AND SOLICITING IS NOT ALLOWED. DO NOT BOTHER ME ANYMORE AND I WILL CALL THE POLICE THE NEXT TIME. NO IF'S, AND'S OR BUT'S.

Business

Response:

ID: [redacted]

Contract Number: n/a

Customer Information:

Review: Representatives of your company have been asked repeatedly not to attempt to sell here, because the physical disability of one of our family members means that it is with great personal effort that we repeatedly tell you WE ARE NOT INTERESTED. We didn't file this complaint until the THIRD TIME in under 30 days. EACH TIME, you have been told to not come back. Our household has a severely immunocompromised individual in it. We can't be opening the door constantly for people who carry god knows what common germs that could kill her just because they refuse to honor a 'please don't come back' statement.Desired Settlement: Stop contacting us, unless it is just to express your apology in writing (please not in person, for god's sake) and then drop off of the face of the earth, or at least our porch.

Business

Response:

Family Energy representatives are trained to not exert undue pressure on customers and to immediately leave a customer’s homes if advised that the customer is not interested. Family Energy takes all agent complaints seriously and has forwarded a copy of this complaint to the sales office identified in the customer’s area at the time the complaint was filed for retraining purposes. Family Energy has also placed the customer on our “No Solicitation” list.

Review: A representative from Family Energy Inc. came to my door saying he was from the current outsource carrier I had for my national grid bill. (citizen choice) He claimed to be there to update my contract with the same prices I currently had. However, after getting my first bill from national grid with Family Energy listed as my outsource the charges were outrageous. I have never paid $312.00 for a bill; and, in previous winters it has been colder and I used more electricity. I contacted national grid requesting that I have Family Energy removed from my bill as they falsely charged me and provided incorrect information about their billing. National Grid told me they would remove them from my bill, however, it will take up to 45 days to remove them from the bill. In the meantime, I would continue to be billed by Family energy until then.

Family energy falsely stated that they were now Citizens choice energy, LLC who I had my gas services with for the last year however they are not affiliated with them at all. Through Citizens Choice I was paying $0.404 per therm. With Family Energy I paid $.0669 per therm one month then then next it was more. I was also told that the family energy earth saving programs that Family energy offered was to reduce the cost of therms I would be paying. However after talking to family energy to try and get this rectified they told me that I am paying into a program where it INCREASES my therms rate. They also told me they will no remove themselves from my national grid bill until I pay them a cancelation fee. They did offer to lower my current rates. I told them I am filing a complaint against them with the Revdex.com, public service commission, new York state attorney general’s office and notifying the local TV stations of overcharging issues from an outsource company claiming to be saving consumers money.Desired Settlement: I have copies of my bill and charges as proof of the charges. I have tried to correct this issue directly with Family Energy and they are unwilling to work with me. I have requested that National Grid removed Family Energy from my bill and want my bill adjusted by them. However, National Grid has advised me that I need to contact the Revdex.com, public service commission, and new york state attorney general’s office. The charges have not been removed nor has my bill been adjusted

Business

Response:

Response:

On October **, 2015, [redacted] signed

contract number [redacted] with Family

Energy for the supply of natural gas and electricity for a term of 2

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 $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 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 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?” [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 utility. 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.

Family Energy sent the

customer an email response to explain this resolution.

v

Consumer

Response:

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 still have issue with the complaint I made against family energy. I was informed that companies are required to have a permit to sell door to door in the town in which I live. I would like proof that they have the permits that are needed. they are selling a service and I do not feel they are doing it legally. the people representing the company are providing false advertisement for the services they provide. The police posted a notice via their facebook page about door to door sales.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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.

Review: I got a visit from a door to door salesman, I was led to believe I would have a lower electric bill if I sign up with a supplier. When I get my first bill it has TRIPLED. So to my belief I had 30 days to cancel (without fees) after receiving the first bill, but when I call to cancel I find I am in a "three year contract" and cannot cancel without charge. The salesman NEVER gave me an option or even mentioned it being long-term. They did not follow through with their contract, as I was told I could cancel within 30 days of getting the first bill and also left out information.Desired Settlement: I would appreciate just being able to cancel without fees and adjust the amount that has been added to my electricity bill, which is close to $300 with their additional charges. I hope this can truly be taken into account as it is unheard of to get a $300 bill each month. From one person to the next it is hard enough to survive and I would greatly appreciate help in this situation.

Business

Response:

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.

Consumer

Response:

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:

Also stated in the contract "Usage- Family reserves the right to decline Agreement(s) if your natural gas and/or electricity supply usage is determined by Family to be too low. This determination shall be at the sole discretion of Family".I was also notified Family declined my agreement for this reason. Also stated in the response to my Revdex.com complaint, "On February **. 2016 Family Energy cancelled your contract number [redacted], as per the notification received from your utility that you have enrolled with another supplier". This is incorrect, I called Family to cancel before this and was told I would receive a cancellation confirmation in the mail. I solely called the utility company to verify Family would no longer have access to my account. Family failed to cancel my contract. I did not even enroll with another supplier. I kindly still request your help with this matter.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is no longer important.

Sincerely,