Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:22/05/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Easy Energy is telling me Mar 4 2023 I signed a 5 year term with them via a sales ********** is not true, I was given no terms, no talk of a contract and nothing indicating easy energy was a company. The rep represented himself as a Fortis BC ********** is fraud. I told him to leave us alone as 4 agents had come by bugging us and I told him we do not own this property. He said that we sign this regulatory form and there wouldn't be anymore door to door visits it was just to regulate our price so Fortis can't increase our rates, he made it sound like a petition and no term was given and I was not told that it was a contract. He said it gets us a better rate and I'll get an email or text to confirm and that he visited the house. I said fine and signed the petition and accepted the rate I guess. Fast forward to now and Easy Energy who I had zero idea who or what they even are has collections department calling me saying that when i cancelled my fortis I violated my 5 year agreement with them?? What... What five year agreement? that's what they said I had signed and agreed to but as I stated none of that was told to me nor did I even now who they were, they pretended to be a Fortis employee. They want 40 cents a day for five years so roughly $915 for scamming me by lying and pretending to be Fortis. I don't think so.. Pretty sure this is illegal and they should be shut down in my opinion. They are threatening to send us to collections unless we provide our new adress, which I have no intention of giving them so they can continue to harrass me. I have no intent to give a dime for something I never was given information too and flat out lied to about. I want this ****** fee wiped and them to leave me alone. They knew we rented and did not own the property so what makes them think I would sign an agreement C mon this doesn't even make sense I'm hoping common sense prevails here and I don't have to pursue a police report for impersonating a Fortis rep.

  

  Business Response

  Date: 30/05/2024

  CONFIDENTIAL

  Dear ********,
  
  **** ****** **** ****** ** ** ******* ** *** *** ********* *** *** ********** *** ******** ******** ** **** ******* **** ** ******* ** ******** * ****** ********** *** **** ******* **** **** ******* ****** **** ******** *** **** ******* ** **** ********* *** **** ********* ****** ******** *** ********** 
  
  Thank you,

  
  ***************************
  Vice ********** **************

  Customer Answer

  Date: 31/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:20/02/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Easy energy has taken over our ****** utility bill. Dont recall signing a contract with them, *** **** *** ******* **** ******* **** *** ****** *** ******** *** ****** I called ****** as gas bill triple, to find out this company has our contract. *** **** **** ** ****** ****** is 2.24/kwh they are charging 6.67/kwh

  

  Business Response

  Date: 01/03/2024

  ************
  **** *********
  
  **** ****** **** ****** ** ** ******* ** *** *** ********* *** *** ********** *** ******** ******** ** **** ******* **** ** ******* ** ******** * ****** ********** *** **** ******* **** **** ******* ****** **** ******** *** **** ******* ** **** ********* *** **** ********* ****** ******** *** **********
  
  ***** ****
  ***************************
  **** ********** **********

  The business provided a response but requested for the response to be withdrawn.

  Customer Answer

  Date: 01/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I have paid the cancellation fee on both homes. 
  *** * **** ***** *** ***** **** *** ******* ***** *** ** ** *** ******* **** **** *** ***** **** **** ** ****** **** ***** *** *** ******** *** **** ****** *** **** ****** ******* ****** *** **** ** ****** **** ***** *** ******** **** *** *************** *** ****** ******* *** ******* **** ** ***** ***************** 
  
  Sincerely,
  
  ******* *** *******************

• Initial Complaint

  Date:08/02/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in May of 2021 I had been contacted by an Easy Energy rep to set up the gas purchase through them at a rate not exceeding $8.00/GJ at an "Easy Price" that was going to include everything that ****** ** charged me for gas-related services. They "sold" it to me like that as the $8.00 was cheaper than the $10.12 I was paying for cost of gas at the time ($4.503), delivery ($4.236) and storage and transport ($1.384). I figured that was a good deal at the time and signed it, then didn't think about it much as it was summer time and we weren't using gas, then slipped my mind altogether. I looked at the bill closely now (Feb ****). Current ******** rate has gone down to $2.23 for cost of gas + whatever delivery and transport. I am paying $8.00 AND still getting charged for delivery and transport and storage. Looking at the contract, I can't back out without paying an arm and a leg in "early termitanion" fees considering that this is a business account. **** * *******. I estimate my business "overpsent" on gas by at least $2500 since the inception because their salesman misinformed me on what the fixed rate was for. DO NOT FALL FOR THIS **** PEOPLE!

  

  Business Response

  Date: 17/02/2024

  CONFIDENTIAL

  Dear ********,
  
  Easy Energy Inc. (Easy) is in receipt of the BBB complaint and has considered the evidence relating to this matter. Easy is pleased to announce a mutual resolution has been reached with this client. Please find attached for your review. As this complaint has been resolved, please withdraw the complaint.
  
  Thank you,
  ***************************
  Vice ********** **************

  Customer Answer

  Date: 20/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by Easy Energy Inc. in reference to complaint ID ********, and find that this resolution is satisfactory enough to me.

  They have agreed to waive all liquidated damages (totaling approximately $2603.61 after taxes) as long as I complete their 2 year term ending in August ****, which is better than nothing and I don't exactly want to push my luck.

   

  Thank you for your assistance with this matter, I really appreciate it.
  
  
  Sincerely,
  
  **********************

• Initial Complaint

  Date:21/12/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently canceled my ************** as my business closed. I was informed by a part time bookkeeper I have used that company Easy Energy had contacted her seeking a penalty payment of over $8000. I contacted them and they informed me I had only completed 4 out of the 5 years of an agreement signed in 2020 and I must pay over $8000 to settle the account.I have now found out that for the past 4 years I have been massively overpaying for natural gas through this 3rd party gas reseller. The agreement was apparently signed by this part time bookkeeper who is not even an employee of my company let alone has any kind of signing authority. She has no recollection of this transaction and does not speak English very well. Easy Energy is refusing to acknowledge that this agreement should not be valid claiming that the person who signed the agreement claimed that they had authority to sign. *** *** ** ** *** **** ************** ** **** ******* ** ******* **** * ********* ***** ********* ** ******* **** * * **** **** **** **** **********I never received any correspondence from ****** ** or easy energy regarding this agreement. The company claims ****** sent a letter informing me of this but I did not recieve it or I definitely would have taken action years ago as Easy Energys rate was $7, in many cases double what ****** **'s rates have been.There is also a small section on the ****** invoice referring to Easy Energy but having never heard of this company or the agreement why would I ever take notice of this?Not only should this agreement be void, * ******** ****** **** * **** **** ********** ********* ** ******* *** *** **** * ***** ***** ** **** *** **********

  

  Business Response

  Date: 30/12/2023

  December 30, 2023
  
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  **********
  
  ***************************
  **** ********** ******************

   

  The business provided a response but requested for their response to be withdrawn due to privacy issues.

• Initial Complaint

  Date:24/11/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tonight (Nov 23, 2023) I had an Easy Engery Rep come to my door. ** ****** ** ***** *** ** *** **** *** ******* ** *** **** ****** **** *** ****** ** ******* ******* ********** *** ***** ********** ************ I advised I didn't want to make any decision tonight, but I was interested in more information so I could research. He confirmed they could text me information tomorrow. This is how he got me to sign the agreement, but as per his explanation, this was not a commitment. He advised once I received the text, I could review the information and activate an account if I wanted, at that time I would have 10 days to cancel. During the entire conversation he was re-confirming he was on behalf of ****** ***. and the program was through ******. It wasn't until after he left and I confirmed the agreement with online research that I learned Easy Engery is not an affiliate with ****** ***.Additionally his entire pitch was about how I would sign a 5 year commitment through him on behalf of ****** ***. to save money. After researching I confirmed the locked in "savings" is over $2.50 more than my current average rate. *** * *** ***** *** **** ******. I'm posting to BBB for two reasons, ** * **** ** ****** ***** ** * ****** ** ** ******* ** ****** ** ********* ****** ** **** **** **** ****** *** ** * **** ** **** ****** ***** ** ***********. My agreement number is ******* I emailed the company via their contact us portal tonight before filing this complaint.Thank you, *****

  

  Business Response

  Date: 02/12/2023

  
  December 2, 2023

  The business provided a response, but requested for their response to be redacted due to confidential information.
  
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  **** ********** **********
  **** ****** ****
  

  
  

  Customer Answer

  Date: 04/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In roughly April 2023 I received a phone call from someone at Easy Energy informing me that since my account was in good standing I could lock in my current rate. I checked my previous few years of bills and noticed rates had climbed slowly so thought it would be OK. I was also told that if I really wanted to get out of it I could after 1 year. I confirmed several times the rate I saw on my current bill would be my locked in rate. I was assured multiple times yes. Once I got my first bill i noticed the rate I was actually paying was actually 55% higher. Then I remembered the sales person mentioning a cap rate that was poorly explained to me and he sluffed off as something that was unlikely to occur. I proceeded to call Easy Energy to find out why I wasn't paying what i thought. They explained that I agreed to the rate and they had it recorded. I told the lady on the phone I 100% questioned the rate over the phone so the rate I was expecting should be in the recording. She listened and it turns out that it wasn't because they don't record the sales call, just the agreement call where you answer a few questions about enrolling...not the discussed rate. ** **** ***** * **** ********* *** ***** *** ****** *** ***** ****** ** *** **** * **** ******** *** ******** ** **** ***** ****** **** ***** *** ******* *** ***** *** ****** **** * *** ***** When I asked to cancel my contract I was asked to "make an offer" on a cancellation fee. ** **** ***** ** *** ********* ********* *** ** *** **** *** **** ****** I was assured that I could get out of my contract after 1 year. At the time I was extremely busy and just thought, well, you win some, you lose some. Now after some thought it is more about the principal then the money. I am simply looking to terminate my relationship with this company. ** * ******** ***** ******* * ** *** ******* ********** ******* ** **** ****** * ** *** **** ** ** ********** **** ***** ***** ** *******

  

  Business Response

  Date: 13/10/2023

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• Initial Complaint

  Date:28/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A representative indicated he was with ********** and was visiting businesses in the area, to explain a new rebate program being offered by ******. The representative had both a ****** ID badge and tablet with ****** letterhead. The explanation was that businesses may be eligible for a rebate on their gas from ****** and would need to verify our account information to determine if we were eligible for the rebate. The subsequent information sent is for a fixed term gas supply through Easy Energy, and not anything that was indicated by the representative at the time of the call.I would call this activity fraudulent and could be consider to be criminally charged.

  

  Business Response

  Date: 07/10/2023

  
  October 6, 2023
  
  CONFIDENTIAL
  
  Delivered via BBB *************
  
  
  ***********************
  45 ***************
  *********, ** V3K 3V5
  
  RE: Complaint dated September 28, 2023
  
  
  Dear ***********************,
  
  I am in receipt of your complaint to the Better Business Bureau ("BBB") dated September 28, 2023.  We have reviewed your complaint in detail and have taken action to redress the complaint.
  
  We would like to sincerely apologize for any dissatisfaction you experienced during your interaction with the Easy Energy sales representative. We take customer feedback seriously and appreciate you bringing your concerns to our attention. Your feedback helps us improve our services and maintain transparency in our operations.
  
  Easy Energy is a participant in the CUSTOMER CHOICE program overseen by the **** and administered by ******BC. Our goal is to provide consumers like you with a choice when it comes to their natural gas supply. We understand your concern regarding statements made by the sales representative at your door. We want to assure you that we do not condone misrepresentation and we take this matter seriously. Our sales representatives are trained to provide accurate and clear information about our services, and any deviation from this standard is subject to investigation and internal review.
  
  In response to your specific concerns:
  
  Misrepresentation: Easy Energy does not condone any form of misrepresentation by our sales representatives. We provide extensive training to our representatives to ensure they convey accurate information about the CUSTOMER CHOICE program. We have also implemented tools and identification materials,including badges and brochures, to clearly distinguish our representatives from ******BC and to emphasize our commitment to transparency.
  
  Easy branded tools provided to Sales Representatives:
  1.    Easy ***************** Materials
  2.    Easy ID Badge *****: featuring Easys Logo, Agent photo, Agent Name,Agent ID and **** licence number
  3.     Easy Introduction sign/badge (4x6) that reads: Hello! I am from Easy Energy. A licenced independent natural gas supplier. I am here to talk about CUSTOMER CHOICE. Ask me how to protect your natural gas bill. (******BC does not appear in any of our identification tools).
  4.    Easy Energy branded lanyards to hold all badges
  
  
  To ensure the safety of our representatives, especially when they operate during low-light conditions, we strongly encourage them to wear high-visibility vests.
  
  Sales Representative Training and Monitoring: Easy Energy tracks and monitors complaints against our agents. If any complaints are made against an agent, we confirm that retraining occurs to ensure that they adhere to our standards of service. Additionally, there are permanent disciplinary actions that *** result after a thorough internal investigation has taken place.
  
  Customer Protection Measures: We have stringent consumer protection measures in place, including a thorough enrollment process that includes a signed agreement, Third-Party Verification (***), and a confirmation letter from ******BC. These steps are designed to ensure that consumers fully understand the terms and conditions of their enrollment and have the opportunity to cancel within a 10-day period, as stipulated by the program.
  
  A location will not be enrolled into CUSTOMER CHOICE unless the following are completed:
  1.     Signed Easy Energy Agreement
  2.      At least 24 hours after Agreement execution, a *** is conducted, to confirm the consumers understanding of the key points of their Agreement. The *** is comprised of 10 questions to confirm the consumers understanding of the following:
  that Easy is separate from ******BC and the government
  the rate
  the term
  the cancellation provisions
  the individual has signing authority
  enrollment is voluntary
  that they received a copy of their Agreement
  that they *** not save money
  
  3.      Easy then conducts a full review of the Agreement and the ***. If the Agreement and *** are valid, Easy will forward an enrollment request to ******BC.
  4.      ******BC then sends a letter to the consumer confirming the rate, term and the 10-day cancellation period. The letter includes a rate comparison to ******BCs default rate.
  
  Easy is committed to consumer protection. Any Agreements that do not meet Easys enrollment criteria are cancelled. 
  
  Cancellation and Review Period: We understand that consumers *** need time to review their agreements and communicate with our office if they have any concerns. The 10-day cancellation period is in place to provide ample time for consumers to make an informed decision. We also aim to respond to all inquiries promptly, typically within the same or next business day and we do provide ***** beyond the mandated 10-day cancellation period.
  
  Improvement and Transparency: We appreciate your feedback and will use it to further improve our customer interactions. We are committed to providing accurate and clear information to all our customers, and we will take steps to ensure that this commitment is upheld by our sales representatives.
  
  Once again, we apologize for any frustration you experienced,and we value your input in helping us enhance our services. Please do not hesitate to contact our office directly in the event you have any further comments, questions or concerns pertaining to Easy Energy or the Customer Choice program.
  
  
  ***************************
  Vice ********** **********
  Easy Energy Inc.

• Initial Complaint

  Date:26/09/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  September 25 ****. I signed for easy energy Customer Choice Program. I want to cancel the contract, because I was told by the representative that this was a ****** program for me to save money, which I just found out was not true. As I read the contract I realized that this is not necessarily the case, easy energy is not part of ******. I signed the contract today, and I have 10 days to cancel the contract. I send them an email stating that I want to cancel the program, however I learn from a friend that they dont always answer back in ten days. I was told to write to you to help me make sure that the cancellation happens. The agreement number is *********. I hope you can help me with this. Thanks *****************************

  

  Business Response

  Date: 06/10/2023

  
  October 5, 2023
  
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  **** ********** **********
  **** ****** ****
  
  

  Customer Answer

  Date: 17/11/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:12/09/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 12, 2023, these guys from a company called Easy Energy come to the door yesterday at about 3 oclock and tell me that theyre here to put me on a flat rate for *********** Everything they said made it sound like they were working on behalf of the government to make sure that ****** doesnt take advantage of people with higher rates.Their biggest selling point was that ********** prices go up in the winter. I took their word for it. They got me to sign onto their flat rate of $6 per unit of gas. Then my husband came home and we started talking about it and I didnt even think to ****** it while they were here because I had my daughter running around upstairs and constantly trying to get my attention and it was just a bad time overall when they came.Turns out they do not work on behalf of the government or ******, ****** prices do not go up in the winter and its basically a total ****!!!Thank God I have 10 days to cancel. Everything on ****** reviews says this is a complete **** FOR A REASON!!!!I dont know how this company is still allowed to operate like this. Everything about it was ********* and intentionally *********.

  

  Business Response

  Date: 21/09/2023

  September 21, 2023
  
  CONFIDENTIAL
  
  Delivered via BBB *************
  
  
  *******************************
  **************************************************************
  
  RE: Complaint dated September 12, 2023
  
  
  Dear *******************************,
  
  I am in receipt of your complaint to the Better Business Bureau ("BBB") dated September 12, 2023.  We have reviewed your complaint in detail and have taken action to redress the complaint.
  
  Easy Energy is a ** based company and a licenced supplier under the Customer Choice program which is administered by ******BC and overseen by the ****. ******BC is only permitted to offer a default variable rate which is subject to change quarterly (the default rate has been as high as $9.78/GJ) while authorized gas suppliers under Customer Choice offer long-term guaranteed fixed rates (typically a 5-yr tenure). ******BC does not profit on the natural gas itself but rather profits by moving natural gas through their distribution system (the pipes). ******BC continues to invoice all consumers including those that choose a guaranteed rate from Easy Energy. Our guaranteed fixed rate simply replaces the default variable rate on the ******BC invoice for the tenure of a consumers agreement with us. Easy Energy also offers our Easy Green program under which we purchase and retire carbon offsets to offset some or all of the emissions being produced by our customers.  ******BC's renewable natural gas program is currently priced at $14.718 /GJ. 
  
  Easy Energy does have extensive consumer protection measures in place to ensure consumers have an opportunity to review and fully understand a decision to secure a guaranteed rate from Easy Energy after an initial call or visit from one of our independent sales representatives.  You did not experience these consumer protection measures because your agreement was cancelled shortly after execution.  Every sale is followed by a third-party verification phone call and/or SMS that occurs at least 24 hours after the initial sale.  During the verification,the customer is asked ten questions to confirm representation, authority, rate,term, cancellation provisions and other particulars related to the product.  In addition, ******BC sends a confirmation letter to every consumer that enrolls in Customer Choice.  The letter arrives during the 10-day cancellation period and details the particulars of the enrollment. The letter includes a price comparison to ******BC's default variable rate.  Easy Energy fully understands that consumers may change their mind and we do provide additional ***** beyond the mandated 10-days.  An interaction with an independent sales representative is only the first step in the enrollment process. 
  
  Lastly, I can again confirm for you that your Easy Energy Agreement (*********) was cancelled, and Easy Energy has retained confirmation that you were informed of your cancellation via the following methods:
  
  Easys CSR contacted ******************************* on Tuesday September 12, 2023 at 8:39am pst in response to a missed call on Monday September 11, 2023 at 4:27pm pst and confirmed the Agreement Cancellation.
  An email confirmation confirming your cancellation within 10 days with written confirmation of your cancellation confirmation reference number: 0ETWD1 was sent to: ******************** on Tuesday September 12, 2023 at 8:48am pst
  Easy also confirmed receipt of all calls received after Easys posted operating hours. All correspondence received from ******************************* were responded the next business day as noted in items 1-2 above
  
  
  Please do not hesitate to contact our office directly in the event you have any further comments, questions or concerns pertaining to Easy Energy or the Customer Choice program. 
  
  
  
  
  ***************************
  Vice ********** **********
  Easy Energy Inc.

  Customer Answer

  Date: 21/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Hi *******,

  I have absolutely no rejection to the fact that easy energy is part of the ****, or that they are a legitimate business brought in due the the Consumer Choice Program.

   

  My objection, as outlined in my complaint is how everything was worded to me by your sales people.  It was ********* and not straightforward.

  I would like to see changes in this company and how they go about doing business by what they say to people at the door.  It is no coincidence that all of your bad reviews on ****** come from the fact that people feel like they were deceived, myself included.  Nowhere in your response was this addressed.

  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 29/09/2023

  September 29, 2023
  
  CONFIDENTIAL
  
  Delivered via BBB *************
  
  
  *******************************
  **************************************************************
  
  RE: Complaint dated September 12, 2023
  
  
  Dear *******************************,
  
  I am in receipt of your complaint to the Better Business Bureau ("BBB") dated September 12, 2023.  We have reviewed your complaint in detail and have taken action to redress the complaint.
  
  We would like to sincerely apologize for any dissatisfaction you experienced during your interaction with the Easy Energy sales representative. We take customer feedback seriously and appreciate you bringing your concerns to our attention. Your feedback helps us improve our services and maintain transparency in our operations.
  
  As you noted, Easy Energy is a participant in the CUSTOMER CHOICE program overseen by the **** and administered by ******BC. Our goal is to provide consumers like you with a choice when it comes to their natural gas supply. We understand your concern regarding statements made by the sales representative at your door. We want to assure you that we do not condone misrepresentation and we take this matter seriously. Our sales representatives are trained to provide accurate and clear information about our services, and any deviation from this standard is subject to investigation and internal review.
  
  In response to your specific concerns:
  
  Misrepresentation: Easy Energy does not condone any form of misrepresentation by our sales representatives. We provide extensive training to our representatives to ensure they convey accurate information about the CUSTOMER CHOICE program. We have also implemented tools and identification materials,including badges and brochures, to clearly distinguish our representatives from ******BC and to emphasize our commitment to transparency.
  
  Easy branded tools provided to Sales Representatives:
  1.    Easy ***************** Materials
  2.    Easy ID Badge *****: featuring Easys Logo, Agent photo, Agent Name,Agent ID and **** licence number
  3.     Easy Introduction sign/badge (4x6) that reads: Hello! I am from Easy Energy. A licenced independent natural gas supplier. I am here to talk about CUSTOMER CHOICE. Ask me how to protect your natural gas bill. (******BC does not appear in any of our identification tools).
  4.    Easy Energy branded lanyards to hold all badges
  
  Sales Representative Training and Monitoring: Easy Energy tracks and monitors complaints against our agents. If any complaints are made against an agent, we confirm that retraining occurs to ensure that they adhere to our standards of service. Additionally, there are permanent disciplinary actions that *** result after a thorough internal investigation has taken place.
  
  Customer Protection Measures: We have stringent consumer protection measures in place, including a thorough enrollment process that includes a signed agreement, Third-Party Verification (***), and a confirmation letter from ******BC. These steps are designed to ensure that consumers fully understand the terms and conditions of their enrollment and have the opportunity to cancel within a 10-day period, as stipulated by the program.
  
  A location will not be enrolled into CUSTOMER CHOICE unless the following are completed:
  1.      Signed Easy Energy Agreement
  2.      At least 24 hours after Agreement execution, a *** is conducted, to confirm the consumers understanding of the key points of their Agreement. The *** is comprised of 10 questions to confirm the consumers understanding of the following:
  that Easy is separate from ******BC and the government
  the rate
  the term
  the cancellation provisions
  the individual has signing authority
  enrollment is voluntary
  that they received a copy of their Agreement
  that they *** not save money
  
  3.      Easy then conducts a full review of the Agreement and the ***. If the Agreement and *** are valid, Easy will forward an enrollment request to ******BC.
  4.      ******BC then sends a letter to the consumer confirming the rate, term and the 10-day cancellation period. The letter includes a rate comparison to ******BCs default rate.
  
  Easy is committed to consumer protection. Any Agreements that do not meet Easys enrollment criteria are cancelled. 
  
  Cancellation and Review Period: We understand that consumers *** need time to review their agreements and communicate with our office if they have any concerns. The 10-day cancellation period is in place to provide ample time for consumers to make an informed decision. We also aim to respond to all inquiries promptly, typically within the same or next business day and we do provide ***** beyond the mandated 10-day cancellation period.
  
  Improvement and Transparency: We appreciate your feedback and will use it to further improve our customer interactions. We are committed to providing accurate and clear information to all our customers, and we will take steps to ensure that this commitment is upheld by our sales representatives.
  
  Once again, we apologize for any frustration you experienced,and we value your input in helping us enhance our services. Please do not hesitate to contact our office directly in the event you have any further comments, questions or concerns pertaining to Easy Energy or the Customer Choice program.
  
  
  
  ***************************
  Vice ********** **********
  Easy Energy Inc.
  

  Customer Answer

  Date: 29/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:18/04/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 17/2023--We received a phone call from someone saying they were from Easy Energy and that they could save us a ton of money on our gas bill as the government is going to raise the price. He implied that they worked with ******. He also said that he would "lock us in at our present rate" and it would not go higher and that the government would be notified and we would be getting a call from the government. At no point did he advise me that i would be locked in a contract for 5 years. He totally misrepresented everything. I went online to get more information about this government deal and subsequently came across all these complaints. ** ***** * ** *** *** **** *** *** *** **** ***** ** ** **** ********* *********** ***** ********** I have emailed them a notice of cancellation and will fax them one in the morning as well. I only signed this contract an hour ago so i am well within my 10 day no penalty period *** ** ********* **** **** **** **** **** *** ** *** **** ***** ******** ** ******. I have been unable to reach them by telephone, ***** ***** ** ** * ****** *******. It is my hope that by filing a complaint here as well, it will provide some sort of a record/proof that i cancelled this "contract" within t he required 10 day period. Any help you can provide would be GREATLY appreciated! Thank you.

  

  Business Response

  Date: 28/04/2023

  
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  **** ********** **********
  **** ****** ****
  

  The business provided a response but requested for their response to be redacted for consumer privacy.