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:25/08/2022

  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.

  **** ** * ******* They come to your door offering a fair market value rate for gas, tell you to sign up with a ten day period to think about it, ***** *** * *** **** **** ** *** **** ******** then 6 months later you discover your utility bill went through the roof. I tried to cancel and learned im tied to a 5 year contract. ** ******* ** ***** *** * ***** **** ** *** *** ** **** ******** **** ***** * **** *** ******

  

  Business Response

  Date: 26/08/2022

  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 rate
  misrepresentation and misrepresentation of the Customer Choice program. 
  Evidence and other considerations The Agreement, executed November 8, 2021,
  came into effect April 1, 2022. The Customer filed the Complaint on August 25,
  2022. Prior to the filing of the complaint, Easy spoke with ***** **** confirming the
  Customer contacted well outside of the 10 Day Cooling off period (in excess of
  254 days), confirming the cancellation policy and further offering that Easy
  will waive the applicable exit fees as a Customer Service gesture if the
  Customer exits on their anniversary date.
  
  Easy concludes there is no valid reason to terminate the
  Agreement. During the Third-Party Verification, which was executed and recorded
  via SMS 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 rate and program.
  Further, the signatory and TPV 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, specifically that
  early termination of the Agreement may result in early exit fees. The Agreement
  and SMS TPV 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 is currently in discussions with ***** **** and this matter will formally be adjudicated with the provincial Regulator.
  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: 28/08/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it does not address my concerns with how this program operates.

  They send young men to your door, who appear to be connected with ******, even showing you copies of ****** utility bills with an area highlighted to show if you are on the Easy Energy rate, and they tell you that the Province is regulating gas prices and you should have the opportunity to get a rate than what ****** has you locked in for. **** *** *** *********** ****** *** ******* ** **** **** *** *****************. They lead you to believe that you are being sold a bad rate and by signing up with their government sponsored program, you get the ****** rate or the lesser rate from Easy Energy and that you will be saving money on your utility bills, and that you were never given the opportunity to secure a fairmarket value rate (they make you distrust ******). 

   

  **** *** **********. They do not tell you that by signing up for a fair market value rate that you are securing a contract where you pay more for your gas and will be highly penalized if you try to break the contract, once you realize you are in one. ** **** *** ********** *** **** ********** *** ****** you are urgend to text confirm your response so that you get a free $20 discount, rather than speaking on the phone with an advisor who can explain what you're signing up for. They text you, you respond, apparently initial a very long document with multiple pages of small print **** *** **** ***** ***** ** * ****** and in doing so, you are locked into a legally binding contract that you did not even know you are signing. At no point do they advise you to get legal counsel before signing a contract, or direct you to online information where you can understand what you are signing. I think they offer you the ********* gift card by text confirming as it is a very good business strategy - more people say yes  to get the gift card, then saying no over the phone once they understand what is happening. No gift cards even came (i should have received two).

  People are busy. When agents come to my door with ****** bills and make you believe they're connected to ****** and the government, only a highly suspicious person would go digging for information to prove otherwise. ****** *** *** ********* *** ******** ******* **** *** ****** ** *** **** ***** 

  Six months later, you go about living your life* *** ******** ****** **** ******** to have your utility bills come in and learn you actually have been sold a HIGHER rate. **** *** *** ** ******* *** *** *********** *** *************** ****** *** ******* ** *** ****** *** ******** ** ******** * ** ********* ** ** ******** **** *** **** ***** **** ** ** *** *** *** ******** ** ******* ****** ******** ** ***** * **** *** ***** * ***** **** **** ** ***** ** *** Neeta the agent on the phone who I have been dealing **** ** ********* At no point do they calmly and rationally explain what is happening. **** **** *** **** ******* ********* *** **** **** **** *** ****** ** ****** ********* **** *** **** 

  * **** ** ******* **** **** ****** ********* *** **** **** ** *** ***** ****** **** ******* ** *** ***** ****** *** **** **** ** ** **** ******* ** ********* ****** ** ******* **** **** *** **** *** ******* ***** ******** ** *********. **** ** *** ****** ******* *** *** **** *** ********* *** **** ******* ** ****** *** **** **** **** **** *******. When people sign onto legally binding contracts, what they are signing is explained to them and this was not done to me, nor was I advised to seek legal counsel.

  Thank you. * **** ***** ****** *** ********* **** **** ******** ** ** *** *** **** ***** ***** *** **** ************ ******** *** ********* ** *** ** **** ** *******
  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 02/09/2022

  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
  
  ***** **** has filed a second Complaint on the basis of rate misrepresentation and misrepresentation of the Customer Choice program.  Evidence and other considerations The Agreement, executed November 8, 2021, came into effect April 1, 2022. The Customer filed the Complaint on August 25, 2022.
  
  Rate Misrepresentation
   
  •Customer executed an Agreement on November 8, 2021 the Agreement confirms rate, term and Cancellation provisions as regulated by the provincial authority 
  •All Independent Contractors wear 2 badges stating “Easy Energy” that confirms the Agent ID and a secondary badge stating: “hello I am from Easy Energy a licenced independent natural gas supplier. I am here to talk about Customer Choice” 
  •All locations are required to confirm an Account and location number to enroll under Customer Choice. Independent Contractors are authorized to use a sample ******** bill to confirm where Easy Energy will be indicated on their bill should the Customer enroll and where the Account and site information are located to enter into an Agreement with Easy Energy. The Customer Choice program is also detailed on the ******** bill and may be discussed by the Independent Contractor to confirm that the Customer Choice program is Administered by ******** 
  •The Customer voluntarily elected to verify the Agreement using the SMS option. This step is voluntary, and should a customer prefer a phone call, they simply have to select this option as their verification step. For certainty, the phone call verification is the default verification step.
  •The Customer Choice program is Administered by ******** and ******** will remain responsible for Emergency Services and Billing. Therefore, ******’ billing department sends a 2 page confirmation letter to confirm: Easy Energy as the customer’s natural gas supplier, the rate, term, the 10 day mandatory cancellation cooling off period and a full page graph depicting the current and historical variable rate 
  Easy has made several attempts to resolve the matter amicably with ***** **** and although the Customer contacted well outside of the 10 Day Cooling off period (in excess of 254 days), continues to violate initial Early Exit offers presented to resolve concerns. 
  Easy concludes there is no valid reason to terminate the Agreement as Easy has evidence that the Customer clearly intended to enter into the Agreement for the supply of natural gas under the terms contained therein. During the Third-Party Verification, which was executed and recorded via SMS 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
  
  Repeated Breach of Agreement
  
  The Customer has demonstrated bad faith and is attempting to violate terms and conditions set forth in the Agreement:

  •Contacted Easy to terminate the Agreement on August 3, 2022 after the Agreement start date on April 1, 2022 and 254 days after the 10 day Cooling Off period to cancel without penalty 
  •The Agreement is currently in flow and, pursuant to the Agreement and regulation, the earliest date Easy can cancel the Agreement is on its first anniversary date.  Easy has also offered to waive all liquidated damages
  •Pursuant to Section 4.2 of the Agreement the Customer may provide reasonable proof of a new address which they have not submitted for their second location
  
  Easy Energy Inc. determination
  
  There is insufficient evidence to support the Customer’s statement that the sales representative misrepresented the rate and program. Further, the signatory and TPV 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, specifically that early termination of the Agreement may result in early exit fees. The Agreement and SMS TPV 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 is currently in discussions with ***** **** and this matter will formally be adjudicated with the provincial Regulator. 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
  

  
  

• Initial Complaint

  Date:25/08/2022

  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.

  August 24th, 2022
  
  Easy energy of Surrey, B.C had an agent show up at my door selling an energy package apparently lower than Fortis . After 15 minutes of his fast talking left me with signed agreement with a five year term and an energy price I was never quoted! I read the agreement after and was gobsmacked at the terms and conditions.
  The company has a cancellation policy of 10 days and I want an e-mail response from this company that my agreement was cancelled as I changed my mind .

  

  Business Response

  Date: 25/08/2022

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

• Initial Complaint

  Date:04/08/2022

  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.

  Had an easy energy representative show up at my doorstep on Wednesday evening august 3rd 2022. He made it sound like he was there on behalf of ****** to confirm details of our gas pricing. Ended up having me sign a document that turned out to be an enrolment for their services. ************ ***** ******* ** ***** ****. I want this agreement cancelled asap and email confirmation from easy energy that it’s been cancelled.

  

  Business Response

  Date: 04/08/2022

  ****** ** ****
  
  CONFIDENTIAL
  
  Delivered via BBB Complaint Hub
  
  
  ******* ****
  **** ********* **
  ********** **   *** ***
  
  
  RE: Complaint dated August
  4, 2022
  
  
  Dear ******* ****,
  
  I am in receipt of your complaint to the Better Business
  Bureau ("BBB") dated August 4, 2022.  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 ******** and overseen by the ****. ******** is only permitted
  to offer a default variable rate which is subject to change quarterly (the
  default rate has increased 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). ******** does not
  profit on the natural gas itself but rather profits by moving natural gas
  through their distribution system (the pipes).  ******** 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 ******** 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.  ********** ********* ******* *** ******* ** ********* ****** ** ***********  
  
  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, ******** 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 ********'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:
  
  ** ***** ************ ********** **** ************ ****** ** **** **** ******* ************ ** **** ************ ************ ********* ******* ****** *** **** *** ************** ** ****** ** **** ** ****** *** ** ******** ** * ***** ***** **** ******** ** ****** ** **** ** ****** ***
  ** ***** ************ ********** **** ************ ****** ** **** **** ******* ************ ** **** ************ ************ ********* ******* ****** *** **** *** ************** ** ****** ** **** ** ****** *** ** ******** ** * ****** ***** **** ******** ** ****** ** **** ** ****** ***
  ** ***** ************ ********** **** ************ ****** ** **** **** ******* ************ ** **** ************ ************ ********* ******* ****** *** **** *** ************** ** ****** ** **** ** ****** *** ** ******** ** * ****** ***** **** ******** ** ****** ** **** ** ****** ***
  ** ***** ************ ********** ** ** ******* **** ******** * ***** ***** ******** **** *** ** ********** *** ******** ** *** ********* ** ********* **** *** ************** ** ****** ** **** ** ****** ***
  * ********* *** **** ** ****** ** **** ** ******* *** ** ****** ******** **** **** *** ****** ** ***** *** ******** *** ******** *** ****** ** ******* *** ********* ********* ******** ** ****** ** **** ****** ***
  
  Please contact me 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: 05/08/2022

  
  
  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:25/07/2022

  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.

  On Friday July 22 I had a call from a Man from Easy Energy. He said that they were working with ****** *** and that he would be able to lock in a fixed rate for my gas costs. I went a long with him and filled out a form *** ***** ***** **** ** ******** **** **** *** ****** * ****. * *** *** * **** *** *** *** * ***** * *** *** ***** ** ******** **** ***** ***** **** *****
  
  I want to cancel this so called contract effective immediately.
  
  Can you help me. ?

  

  Business Response

  Date: 27/07/2022

  July 27, 2022
  
  CONFIDENTIAL
  
  Delivered via BBB Complaint Hub
  
  
  ****** *****
  *** ********* ***
  ********** **     *** ***
  
  
  RE: Complaint dated July
  25, 2022
  
  
  Dear ****** *****,
  
  I am in receipt of your complaint to the Better Business
  Bureau ("BBB") dated July 25, 2022.  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 ******** ****** ******* which is
  administered by ******** and overseen by the ****. ******** is only permitted
  to offer a default variable rate which is subject to change quarterly (the
  default rate has increased 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). ******** does not
  profit on the natural gas itself but rather profits by moving natural gas
  through their distribution system (the pipes).  ******** 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 ******** 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.  ********'s renewable natural gas program is
  currently priced at $13.808/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, ******** 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 ********'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:
  
  An email confirmation confirming
  your cancellation within 10 days with written confirmation of your
  cancellation confirmation reference number: ****** was sent to: ****************** on July 25, 2022 at 10:20am pst
  A Voicemail was left on July 25,
  2022 at 10:26am pst as Easy’s Customer Care Team was unable to reach you
  and provided cancellation confirmation reference number: ****** confirming your cancellation has been processed within the 10 days of your
  agreement executed on July 22, 2022 3:11pm pst
  
  Please contact me 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: 29/07/2022

  Good morning, I have received a notice from Easy Energy stating that my contract with them has been cancelled.  I have a copy of their letter to me for my records.   Thank you for your help.

   

  Regards,

  ****** *****

• Initial Complaint

  Date:22/07/2022

  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 sales representative called me July 21, 2022 around 4:00 PM with the premise of protecting me from gas hikes by which lead me to believe that they worked for ****** **.. The representative did not mention that what I was signing was actually a contract with Easy Energy which is a third party gas seller, only after signing at around 4:10 PM that day I read through the contract and ironically they would be locking me into a 5 year term while charging me way more than ****** ** would. As of writing this on July 21, 2022 at 9:00 pm I tried calling them after reading the Agreement to cancel it, I found out they were already closed so I left a message for someone to call me back giving them my cellphone because we will be travelling for the next 2 weeks and want to make sure I don't miss my 10 day cancellation window. I tried to email Easy Energy, advising I wanted the Agreement cancelled immediately, however, my email came back undeliverable. It appears their email is not a valid email address making it difficult to contact them so I decided it would be in my best interest to file a complaint here with BBB as well to ensure a smooth outcome. I would like to take advantage of my right to cancellation of the contract with no penalty and no obligation to switch gas providers since it is within the 10 day period of cancellation. I want a cancellation confirmation sent to my email address. All the information can be found in the contract pdf file attached below. These guys should not be doing this type of marketing over the phone because they are pressuring people to agree to something that they haven't had a chance to review. ** ******* ** ******** ***** **** ***

  

  Business Response

  Date: 25/07/2022

  July 25, 2022
  
  CONFIDENTIAL
  
  Delivered via BBB Complaint Hub
  
  
  ********* **********
  **** ****** ***** **
  ******** **     *** ***
  
  
  RE: Complaint dated July
  22, 2022
  
  
  Dear ********* **********,
  
  I am in receipt of your complaint to the Better Business
  Bureau ("BBB") dated July 22, 2022.  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 ******** and overseen by the BCUC. ******** is only permitted
  to offer a default variable rate which is subject to change quarterly (the
  default rate has increased 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). ******** does not
  profit on the natural gas itself but rather profits by moving natural gas
  through their distribution system (the pipes).  ******** 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 ******** 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.  ********'s renewable natural gas program is
  currently priced at $13.808/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, ******** 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 ********'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 (SR0019107) was cancelled, and Easy Energy has retained confirmation
  that you were informed of your cancellation via the following methods:
  
  An email confirmation confirming
  your cancellation within 10 days with written confirmation of your
  cancellation confirmation reference number: ****** was sent to: **********************
  on July 22, 2022 at 8:29am pst
  A second email confirmation
  confirming your cancellation within 10 days with written confirmation of
  your cancellation confirmation reference number: ****** was sent
  to: ********************** on July 22, 2022 at 8:51am pst
  A Voicemail was left on July 22,
  2022 at 8:25am pst as Easy’s Customer Care Team was unable to reach you
  and provided cancellation confirmation reference number: ****** confirming your cancellation has been processed within the 10 days of your
  agreement executed on July 21, 2022 3:11pm pst
  Confirmation of Easy’ operating
  hours are public and listed on Easy’s website and available on all search
  engines
  The customer attempted to email
  Easy a cancellation request to an unmonitored inbox: [email protected]
  Easy has noted the correct email
  address: [email protected] on the executed Agreement
  submitted by Elizabeth Whitehouse. Easy also confirmed receipt of 2 emails
  sent through Easy’s website form and a voicemail that was recorded by
  Elizabeth Whitehouse after Easy’s posted working hours. All correspondence
  received from Elizabeth Whitehouse were responded the next business day as
  noted in items 1-3 above
  
  Please contact me 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: 27/07/2022

  
  
  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,
  
  
  
  ********* **********