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:18/04/2023

  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.

  Yesterday at dinner time, an EASY ENERGY representative show up at my door (Thursday April 14, 2023). He said he worked for ******’ provider (not ****** itself), and made it sound like he was there to confirm ****** details of our gas pricing. He said he wanted to make sure ******’ new customers got their best rate (he seemed to have known that I just moved in). It ended up having me sign a document that turned out to be an enrolment for their services (a 5 year contract at a higher rate than my current rate, and with huge penalties for cancelation).
  
  While he was taking in my details, I told him I was surprised that he even had to ask for these (my address, ****** account number, etc) if he (and ******) already are supposed to have all my information, being that I am already a ****** customer. I started to feel like it was a ****, but he assured me it was normal. I had no idea I was switching service providers!!! I was simply asked for my information, and to “sign here”.
  
  Now that I am reading through the agreement I was sent by email, I realized that this is a higher rate that I currently have with ******. I feel I was ****med. Who in their right mind would sign up for this? He didn’t even tell what the “offer” price was in comparison to my current rate (he asked me to show him my ****** bill, so he could have looked and explained that to me).
  
  I’m now urgently trying to cancel: I’ve emailed, texted and left a voice message, but they are closed for the weekend. The agreement says there’s a 10- day Grace period so I hope I am ok as long as they receive it on time.
  
  I am still writing to the BBB because
  1) I don’t want anyone else to go through what I did; switching providers without realizing, and 2) I want written confirmation of my cancellation, and confirmation that this won’t make me loose my current ****** contract and rate.
  
  Thank you for your time and help.

  

  Business Response

  Date: 20/04/2023

  April 20, 2023
  
  CONFIDENTIAL
  
  Delivered via BBB Complaint Hub
  
  
  ******* ********
  ******** ** ***
  ******* ** *** *** 
  
  RE: Complaint dated April 15, 2023
  
  
  Dear ******* ********, 
  
  I am in receipt of your complaint to the Better Business Bureau ("BBB") dated April 15, 2023.  We have reviewed your complaint in detail and have taken action to redress the complaint.
  
  Easy Energy is a BC 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 increased and was as high as 281% since the summer of 2020 and 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 consumer’s 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 *** 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 grace 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: 
  
  1.An email confirmation confirming your cancellation within 10 days with written confirmation of your cancellation confirmation reference number: ****** was sent to: **************** on Monday April 17, 2023 at 8:39am pst in response to an email Easy received on Saturday April 15, 2023 at 1:25am pst
  2.Easy’s CSR contacted ******* ******** on Monday April 17, 2023 at 8:46am pst in response to a missed call on Saturday April 15, 2023 at 1:34am pst and confirmed the Agreement Cancellation. 
  3.Easy also confirmed receipt of all emails sent after Easy’s 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.  
   
  
  Kathryn M*****
  Vice President, Operations 
  Easy Energy Inc.
  
  

  Customer Answer

  Date: 20/04/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I feel more at peace. Thank you for all you do.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:17/03/2023

  Type:Sales and Advertising 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.

  Hello, this company comes to a business and informs you about the "****** Customer Choice Program", They mention that ****** wants to inform all their customers about the program, talk about rates hikes and how joining the program you can cap gas pricing. They are not from ******, there is no "Program", they are an independant gas supplier who portray themselves as part of ****** to gain your trust, the billing and collection are done by ****** only. The program is basically charging you exorbitant rate increase over ****** pricing, and locking you into a contract for years. The contract is also questionable, the wording is very misleading, "Easy Price (maximum price) $8.00 p/GJ", this is the actual rate you are charged. There is no start date and no end date, the "Term" will start "within four months of the date you execute this agreement", yet to end the contract you must contact them on the anniversary date or the contract lasts another year. To cancel the contract you have 10 days from when they show up at your door. This business is a scam and money grab disguising itself as part of ******. I want the contract dissolved, the ****** name removed from the "Customer Choice Program", and pay them nothing as there is no service provided. When I contacted them to cancel I was told I would have to pay almost $800.00 and they have not even started service. I told the rep I was not paying such an amount. Next I was given a 30% reduction and received an invoice for $523.24 to have the contract cancelled. I will end up paying to get out of the contract as its my mistake for verifying the contract when phoned as well as missing the 10 window to cancel but I want on file that this company has questionable business practices and as a consumer you will be paying way more for natural gas then you should, especially when you opt in for the "Easy Green" plan and are charged more.

  

  Business Response

  Date: 24/03/2023

  CONFIDENTIAL
  Without Prejudice
  
  Dear ******** ******* ******,
  
  Easy Energy Inc. (“Easy”) is in receipt of the BBB complaint
  submitted by Aleta Lazarich and can confirm that the matter has been resolved
  through the provincial regulator.  Pursuant to the terms of the customer's agreement, information was
  redacted to comply with data protection regulations. We would also like to
  advise that, per the terms of the agreement, Easy’s agreements are adjudicated
  through the regulator and not the BBB, and the BBB is not party to the
  resolution.

  
  We confirm Easy has requested that the customer be released
  from the agreement effective April 1, 2023, and can confirm they are released
  from any future actions, claims, or damages that may arise through the
  agreement.

  
  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.
  
  Sincerely,

  
  Kathryn M*****
  Vice President, Operations

• Initial Complaint

  Date:09/02/2023

  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.

  **** ****** ***** ******** ****** *** ******** ********* ******* ** **** ** **** ******** ***** ******* *** ******* ** ****** *****. ** ******* ** ********* ******* ******** *** **** ** * ************************* ** ******* ******** ******** ******  The “improved rates” are locked in for 5 years way above market rates.
  
  My issue revolves around Easy Energy’s ********* sales tactics and the ************ due diligence in determining who in fact is an authorized signing authority for a business. Unfortunately, this has happened multiple times with new staff at different locations. Our most recent example is where a junior accounts payable person, who had been with the company less than 6 months, had (sadly) signed and agreement despite the fact that they were in no way authorized to enter into contracts on the company’s behalf.
  
  If the contract requirements for Easy Energy Inc are this lax, then I should have no problem in signing up *** ***** for the same 5 year agreement since I am an authorized signing authority for him… * ********  ******* **** **** ** * **** ***** ** ** **** *** *** ************ ****** ** *** ** ******* ********** ******* ** **** ** ***** **** ** ********** **** ********* *********

  

  Business Response

  Date: 16/02/2023

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

  The business responded to this complaint but asked that its response not be published

• Initial Complaint

  Date:02/02/2023

  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.

  I've noticed on my Fortis bill the supplier was changed to Easy energy Inc. that without my concent. Contacted them to find out *** who are they & why they are on my bill costing me double my initial monthly bill, they answered I have signed a 5 years contract with them, which me & common law wife did categorically not sign. They say they talked to a ****** ******* which is total none sense since my name is ********************************** wifes name is ******************, not hard to figure out they **** ** *** **, its a ****, neither of us ever talked to anyone of their company nor had any written contact of any form, shape or all. I spent 1 1/2 hour on the phone explaining the problems & demanded this supposed agreement cancel right away, they gave me the excuses manual 101 run around, & said they could do cancellation only in July which they would continue charging me till then & charge me a cancelling fee on top of this, that is unsatisfactory by any means acceptable & restated my request cancelling this funny **** paper aggreement, since we never did sign any contract with them in the first place, I want this none existent, not requested nor solicitudes agreement ***********

  

  Business Response

  Date: 09/02/2023

  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,

  
  Kathryn M*****
  Vice President, Operations

  Customer Answer

  Date: 09/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: We have specified very detailed points to be respected & agreed over our telephone conversation, which they have blacken out intentionally,

  
  

  here are the only resolution agreed upon over the phone with Easy Energy, why have they blacken it out.... I wonder, but these are the only acceptable conclusion outcome I will accept as conclusion

   

  
  

  1. Cancellation of the contract between us on March 1st, 2023.

  2. No fee's, penalties nor cancellation fee's will be charged for this cancellation.

  3. Easy energy will be taken off our Fortis BC billing forever.

  
  

  I find outrageous of this company, after calling 5 times in 2 days, trying to make me agree to a form letter only stating the cancelling of the contract, nothing else, after agreeing on the 3 points mentioned 

  & refusing to put it in writing themselves, which I did found odd, since we've agreed on the 3 points already. Again I am seeing that they blacken it out to intentionally leave it out, for unknown reason, which I find 

  totally dishonest & demonstrate the goodwill to resolve this issue seriously & professionally.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 16/02/2023

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

  The business responded to this complaint but asked that its response not be published.

  Customer Answer

  Date: 17/02/2023

  
  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:30/12/2022

  Type:Product 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.

  First of all, Easy Energy got my sister to sign the agreement who was staying as a tenant at my house while I was away that week on a work trip. ** ****** ** *** ********** ** **** *** ********** My bills had increased gas prices ($6.75) ever since. Once I canceled my ******** account, Easy energy attempted to send the contractual amount due in the next 4-5 years to collections!!! When I called them back asking for an explanation, their staff told me they had bought gas on my behalf of me for the next 5 years already and that I am obligated to pay for it even if I don't even have a ******** account any longer. They said that since the ******** account no longer is active, I will have to pay the full amount to easy energy, which they were supposed to collect over the next 5 years. They sent me a new agreement to sign to reinstate the contract, to avoid me having to pay the lump sum amount. I never signed the agreement. When I restarted my ******** account, they started billing me easy energy rates again, even though there is not agreement in place as the last agreement that my sister had signed had already been void as stated by their staff when my ******** account was closed last time. **** ** * ***** **** ******* *** ******** * ******************** ***** ****** ******** I would like to receive a refund of the additional billing amount that was charged without my authorization and an end to this forced contract effective immediately.

  

  Business Response

  Date: 04/01/2023

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

  The business provided a response but wished for their response to be withdrawn.

• Initial Complaint

  Date:05/12/2022

  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.

  On December 3/22 around 4:30 PM we had a knock on the door from someone identifying himself as a rep from ****** **. He told us he was there to check our equal monthly payment plan amounts as there were changes coming from ****** regarding price increases . He also said that he wanted to check our meter to make sure that it was working correctly. After going over my latest bill he said that yes, we would remain on the price that showed on the bill, and everything was correct, and he would send the information to ******'s billing verifying it all. I kept asking if he was indeed from ****** and he said yes, quickly flashed his ID tag and continued on talking about my ****** account. He did know a fair amount of information about me and it,so I relaxed and believed him. *** *******, as he was leaving he handed my husband and I a brochure that was not from ****** but was from Easy Energy, and what I had signed was not anything verifying my ****** payment plan or meter check, it was for a 5 year contract with this Easy Energy, He literally pushed the brochure into my hand and immediately took off very fast from our porch out to the highway. ** **** ******** ** **** ******* *** ********** *** ** *** ***** *** **********. I apparently have 10 days to cancel, but no one is answering the phone, only a recording, emails are not answered and the rep is gone gone gone. I do not want to be signed into anything with this Easy Energy, ** ********* **** ******* **** *** *** *** ****** ** **** ***** ******* ***** *** ***** ** ****** ***

  

  Business Response

  Date: 12/12/2022

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

  The business provided a response, but requested for the response to remain confidential.

  
  

  Customer Answer

  Date: 12/12/2022

  
  
  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.

  
  

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

  There needs to be control over these independent marketers by the Utilities Commission and other acting government agencies that are there to protect the consumer *** ** **** **** **** **** **** *** ****** ******* ** ******

    
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:31/10/2022

  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.

  *** *** ******* ********* **** ***** **** ** ********** ****** ** *** **** ** ******* ***** *** **** ** ******** ******* *** *** ****** *** **** **********. A company named Easy Energy is locking ************ customers into contracts for 5 years to pay higher prices for gas per GJ than the price charged by ****** ** and penalizing them by $0.4 per day for the remainder of their contract term if they were to cancel the contract prior to its maturity. *** ********* **** ********* **** **** **** *** **** *** ******* ** *** ******** **** **** ****** *** **** *** ****** ***** ** *** ****** ************ *** *** *** *** * ****** ** ******* *** ******* ******* ** ********** **** **** **** **** ** ******* * ********* ***** **** **** **** ****** *** * *** *** ****** ****** ** **** *******. Last Friday, around 2 pm I got a call from their sales person, a male-sound, who talked to me about saving money using a government recent legislation that protects me from price fluctuations by entering into a free agreement without any obligations that I can cancel any time. He did not tell me that I am signing to pay his company, Easy Energy, $8.5 /GJ instead of the current $5.9/GJ that ****** ** is charging because this does not save me money. He did not tell me that it is an obligation with his company that I would have difficulty breaking without paying $0.4 /day for the remainder of the contract period. He basically signed me to a difficult-to-break legal document claiming that I would save money without any obligation whereas in fact I would a pay 50% more money for the next 5 years and will not be able to break easily out of the agreement.
  ** ******** **** ******* *** **** ********* *** **** **** * **** **** ********** ******** ** *** ****** **** *** **** ********** *** ******* ** ******* ** ******** ***** ** ***** *** ******* * ******** ******* ******* ** *** ******** ** *********** **** ** ********* *** ******** ***** **** ******** **** **** ******

  

  Business Response

  Date: 31/10/2022

  ******* *** ****
  
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  ***Business provided a response but requested for their response to not be published***

  Customer Answer

  Date: 01/11/2022

  
  
  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:26/10/2022

  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.

  ********* ** ***** **** **** ** *** **** **** * ******* ** *** * ****. Asked several times if rate was fixed, agent said it was a cap, that the rates would not go higher than listed price. He assured me that there was no long term contract and could be canceled. Find out that price is fixed at $8.75 when ****** ** ******* And locked into a 5 year contract. **** *** *** ** ** *** ** **** ** * ********* **** ** * ****** ** *** ** *** ********.

  

  Business Response

  Date: 31/10/2022

  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.
  
  Kind Regards,
  Kathryn M*****
  Vice President, Operations

  Customer Answer

  Date: 01/11/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution appears to be my only option ** ********* ****** ***** ***** ** * * **** ******** ** ****** **** **** *********** **** *** **** **** **** ** ******** ** ******* ** ******* **** ***** **** ******** ********* *** *****
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:06/09/2022

  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 man knocked on my door on Friday, 2nd Sept, 2022 at around 6pm, claims that he is from ******** Natural Gas, and tell me that ******** will raise the gas price for 41% in the future, and asked me to sign a form with him to save money and guarantees our natural gas price is below ******** no matter how high ******** raise their price. Then I asked for his identity card, his card showed "Easy Energy" with his name Cody S*****, agent ID ****. I have no idea what Easy Energy is, and I have no intention to leave ********. He mislead me and pressure me into signing a form which I don't understand. I didn't know the form is an agreement, to appoint Easy Energy as my Gas Marketer, which is against my will. After reading the agreement, I know I was being lied to. This is a misconduct. I cannot call Easy Energy to do any cancellation because they do not operate on the weekend. I have already mailed and emailed Easy Energy, however, after reading the reviews about their company, it seems like they purposely make it difficult to get in contact with them so I decided it would be in my best interest to file a complaint here to ensure a cancellation take place. I would like to take advantage of my right to dispute and a cancellation of the agreement/contract with no penalty since it is within the 10 day period of cancellation. I want a cancellation confirmation sent to both my service address and my email address with a reference number. Thank you for your kind attention to this matter.

  

  Business Response

  Date: 06/09/2022

  The business responded to this complaint but asked that its response not be published

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

  
  

• Initial Complaint

  Date:06/09/2022

  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.

  I by a was called representative from Easy Energy Inc on about July 19, 2022.
  He told me he was a representative for ****** ***, and there was a promotion they were running for ****** *** that would save me from any future gas price increases.
  I asked him directly numerous times during the call if I would be changing from ****** *** and if my billing would remain the same.
  He assured me that my gas company would remain ****** *** and that my billing would remain the same.
  I now found out he lied to me ad my account with ****** *** has been closed and I will be getting my gas and billing from Easy Energy Inc. **** ** ********* *** ** ******* ** *****.
  I would like my billing and gas to return to ****** ***.

  

  Business Response

  Date: 06/09/2022

  Dear ******,
  
  Easy Energy Inc. (“Easy”) is in receipt of the BBB complaint and has considered
  the evidence relating to this matter. Easy’s findings are outlined below.
  
  Nature of the Complaint
  
  ******* ****** filed the Complaint on the basis of misrepresentation
  of the Customer Choice program.  Evidence and other considerations The
  Agreement, executed July 19, 2022 came into effect September 1, 2022. The
  Customer filed the Complaint on September 5, 2022.
  
  This customer has not made any effort to contact with Easy directly prior to
  the filing of the complaint and has exceeded their 10 Day Cooling off period by
  33 days. Regarding the specific claim that the “****** *** has been closed”,
  Easy has received confirmation that the location’s account is currently Active
  and no changes to billing have occurred for this location and account.
  
  Easy concludes there is no valid reason to terminate the
  Agreement. During the Third-Party Verification, which was executed and recorded
  via a third-party verification call and can be provided as evidence, the signatory
  confirmed:
  
  • has authority to bind agreements on behalf of the Account
  Holder, ******* ******;
  • that Easy Energy is independent of ******** and the government and entering
  into an agreement with Easy Energy is
  voluntary;
  • has been provided with a copy of the signed Agreement;
  • agreed to the price executed on the Agreement and the term;
  • understood that they may or may not save money in the Customer Choice
  Program; and
  • has the right to cancel without penalty within 10 days
  
  Easy Energy Inc. determination
  
  There is insufficient evidence to support the Customer’s
  statement that the sales representative misrepresented the program. Further,
  the signatory and *** confirms their understanding of the key points of the
  Agreement, including the term and rate, that they may not save money by
  entering into the Agreement, and the cancellation provisions. The Agreement and
  *** are compliant with the industry regulatory requirements as directed by
  provincial rulings.
  
  For these reasons, Easy finds the Agreement valid and
  binding. Easy’s Legal Retentions department will work to resolve this matter
  directly with the customer. As this Customer is attempting to violate Terms and
  Conditions outlined in the Agreement and Early Exit negotiations, Easy requests
  this Complaint be removed by the BBB.
  
  Thank you,
  
  Kathryn M*****
  Vice President, Operations

  Customer Answer

  Date: 08/09/2022

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

  They state there is no evidence to support my claim that I was mislead by the sales rep, however as stated by the account rep, they recorded the conversion, so they do have evidence should they actually want to review it.

  A contact from Easy energy left a message at my ************ number today, but did not leave her contact information.

  I have tried to called back but could only leave a voicemail.

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

  I do not want to with draw the complaint
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 09/09/2022

  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,
  Kathryn M*****
  Vice President, Operations

  Customer Answer

  Date: 14/09/2022

  
  
  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.

  Easy energy has agreed that after 1 year the agreement will be automatically cancelled and I will go back to ****** ***.

  Thank you for your help

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