Just Energy

Hi ***,We are looking into this complaint and as soon as we can gather all the facts we will resolve this issue to the customers satisfaction.Thank you ***John H***Manager Rosenthal Acura/Gaithersburg Mazda

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your
complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I still don't have a title to the car I purchased nearly three months ago.
1) From the day we purchased the vehicle, we informed *** that we would be registering the vehicle in Colorado, full stopShe took it upon herself to mislead us by saying she "did not think she could complete the registration process in Colorado" and "would call me the following day to let me know if it was possible to register in Colorado." When I called *** back to discuss, she was not available and never called me backShe decided on her own to process the car as a DC sale, directly against our requestWe made it very clear we were never going to register the car in DC, no matter what *** wanted. The reason it is now three months later and I still don't have a title or registration is because instead of doing what we asked - registering the car in CO, something that should have been very easy to do - Rosenthal Acura decided to pursue their own convenience instead of what the customer paid for. 2) Outstanding tax issues are unrelated to this compliant and will be handled with due process. Regards,
*** ***

Hi ***,I am in receipt of the complaint Thank you for letting me know Before getting this notice ** *** left me a voice mail I contacted him back and we had a lengthy conversation At some point he informed me that he registered a
complaint with your office That being said I gathered the facts from all parties involved and was able to fully understand what happenedIn summary :The used car manger instructed his sales staff to place hand tags in most used cars on the lotEach hang tag had a sale price and a stock number that is associated with the car and matches the stock on the actual car it self The unfortunate mistake, which was innocent was the fact that all the hang tags were placed correctly except for the *** and the *** **. They were innocently misplaced in the wrong two carsIn other words the ** hang tag went in the *** and the *** tag went in the *** **All other ones match the car. When management realized the mistake they went to apologize because they can't sell the *** for the same price as the older *** *** In talking with Mr Ahmed he did not feel the apology was sincere or adequateHe also did not get a good enough explanation I explained to him what had truly happened in detail and assured him that the online prices match all the stock numbers but the mishap was when the salesperson put the wrong hang tag in the *** He also mentioned had he got this explanation from me the first time it would have not been an issue We a pleasant conversation and I gave him some optionsHowever we are not able to sell the car for that price as I explained to you and to him I did offer to sell him the *** at the dealer cost or to try to buy him one that is less expensiveThank you and if you any questions please contact me JOHN H***

We are in receipt of your letter We will gather all our information and action taken and get back to you as soon as we can.THANK YOU JOHN H***

Hi ***,We already made the check out and mailed it to the customer last week for
the full amount We also called her a few time. I hope to hear from her, But in the chance that she dose not, will you kindly keep me infomred should you hear from her her request has beed completed. Thank you for your advance help.John H

Hi:So at this point in time we have two? versions of what occurred? Aside the? inconvenience claim, ? we have? the correct tax amount that needs to be correctedonce the tax amount is collected and the tags are in our position which is the fair and legal thing to do, ? I will consider the? inconvenience? claim and request some? assistance? However it is? imperative that we collect the legal tax amount due to the state of CO? I? believe we can come to some conclusion.Thanks? John H.Rosenthal Acura

Following a thorough review, we can confirm that there were several move transfers associated with this account. Although we note consistent payments, it appears the customer may have overlooked her final bill. There was an address error on our part regarding the first location however that was...

corrected and her services were moved  to the correct address. This may be the cause for confusion. As a customer service gesture, we have moved to waive the final balance owing and have attempted several times to contact the customer to advise.

We have been in communication with the customer and continue to work to address and resolve their concerns.  Following a full review of the account, we can confirm that they entered into an agreement with [redacted] for natural gas supply in June 2008 for a five year term....

 In early 2011, Just Energy acquired [redacted], at which time correspondence was sent to all affected customers, including this case, to advise them of the transition. In November 2013, a renewal letter was mailed to the customer advising that the account was set to renew on a month to month term. As no communication was received by the customer following the renewal notice, the renewal proceeded. At this time, given the confusion and misunderstanding involved, we are happy to work with the customer towards a satisfactory resolution in some reimbursement form.

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.

We have reviewed the customer’s account and have agreed to reverse the early termination fee and cease collections activity. We have since communicated this to the customer directly and concluded the matter to his satisfaction.

We have reviewed the customer’s comments and concerns against our records and confirm that an error did take place on the part of [redacted]. We have since corrected the issue which is to remove the balance from her account and close at $0. Efforts are also underway to remove the account from...

collections. We have attempted to contact the customer to confirm this and extend our sincere apology for the error, and the upset and inconvenience caused. We will follow up with an email communication to her.

We have been in prior receipt of the customer’s complaint and spoke with them directly to advise that the account has been removed from collections. We believe the matter to now be resolved.

Revdex.com:
This letter is to inform you that Just Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/1/2016 and assigned ID [redacted]
Regards,

We have spoken with the customer and confirmed enrollment took place in May 2016. We have since moved to drop the gas supply services, which will take 1-2 billing cycles. The customer is aware that he will be serviced by the utility once the drop is completed.

We have made multiple attempts to contact the account holder’s son to address his concerns, however, we were unable to reach him. As we are interested in working to resolve this to the customer’s satisfaction, we did leave contact information to reach us. In the meantime, we have sent a ‘no contact’ letter to the account holder with additional information. We would be glad to hear from the customer directly, or from her son towards reaching a satisfactory resolution.

A Just Energy representative has attempted to contact the customer on more than one occasion, however, without success. We have confirmed that the higher bill amounts on this account are directly related to elevated energy use. A voicemail was left advising that, as a customer service gesture, we...

will waive any applicable early termination fee. As the customer has transitioned to another provider, the account will be closed with one final bill remaining to clear by the customer.

We have reviewed all account information related to this former Just Energy customer and can conclude the following: The customer contacted [redacted] in January (2017) to inquire about rates which pertained to a Just Energy program. Enrollment was processed and no mention of Ambit Energy was made...

based on a review of the enrollment call. It is our impression that the customer may have thought she was enrolling with Ambit. On March 6th, the customer contacted Just Energy and expressed that she had meant to go with Ambit, so we initiated the process to return her to her previous energy provider (which was TXU). The customer was advised not to make any payments as the transfer to her previous  provider was underway. A subsequent conversation was had with the customer in late March prompted by a winback campaign by Just Energy. The customer contacted us in early April to express her desire to proceed with Just Energy, at which time a new account with us was opened. Shortly after (April 18) the customer switched away leaving a final bill amount of $27, which we have waived. Attempts have been made to contact the customer to review the events that transpired, confirm that Just Energy has waived the outstanding bill amount (of $27) and that no cancellation fees have been applied. We will try again to contact her towards a satisfactory resolution.

We have completed a review of the customer’s account and given the circumstances, we have moved to reimburse and waive all applicable charges and close his account. A check covering the customer’s reimbursement will be sent. We regret any upset and inconvenience caused to the customer.

We have concluded an investigation into this matter and can confirm that the customer did, in fact, enroll with Just Energy in early 2011. Given the passage of time, as a customer service gesture we will close this account and remove the individual from collections.