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Business Profile

Energy Service Company

Pure Energy

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Energy Service Company.

Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/06/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 company misrepresented themselves and said they were my current energy provider and said I was eligible for a rebate. They then switched my service to their company without explaining what they were doing. They have subsequently been overcharging me monthly for electricity

    Business Response

    Date: 02/07/2025

    2/5/2025-***** ***** ID#****-- Reason of Call is to cancel because of a high bill. - Resolution: Gather the customer information, verified the account, explain to the customer about her consumption and that this is not the normal consumption she has made some proving questions to the customer but the customer doesn't know why her consumption is so high, than the customer ask me who can read her meters explain to the customer that's her UC work and that we received the information from them to make the calculation on her bill try to offer a promotional rate to the customer but she was not interested so I proceeded with the cancelation and explain the ***** Drop Request Tracking Number = ****************

  • Initial Complaint

    Date:01/20/2025

    Type:Product Issues
    Status:
    Unanswered
    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 have never heard of this company, and definitely never signed up with them however they claim I did. They debt your account as **** therefore you would never know another company is stealing your money. I want a full refund because I have never signed up with this company.

  • Initial Complaint

    Date:01/14/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 December 2024 our business received a welcome letter from Pure Energy. It included our company name, service address and PSE&Gs Pod #. We never signed up for their service, I have no signed contract, nor did We give them our POD ID. I have since cancelled the switch to Pure Energy from PSE&G after receiving a letter from PSE&G stating that Pure Energy is our third-party electric supplier.

    Business Response

    Date: 01/20/2025

    Customer requested to be placed on our internal Do Not Call list and the account number has been blocked from enrollment status.

  • Initial Complaint

    Date:10/25/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Pure Energy ********************************************** ************ Called Pure Energy - the stated they called our store and received VERBAL APPROVAL. The name they gave us is our 18 year old counter person. They stated that our counter person agreed to change to Pure Energy. He did not agree. I spoke to him and he did not agree to make this change nor would he have the authority. Only the owner should and this should be in writing. They charges us ******* plus. Dealing with them was like speaking to a child. Best Business Practice - in writing by the owner. Their deduction caused an overdraft in our accounts.

    Business Response

    Date: 11/11/2024

    Client's account was cancelled upon their request. The person on the account was an employee. The client was refunded the amount of their energy supply usage that Pure charged for the billed usage of supply only. Pure is not responsible for the delivery portion of the bill. Wire Check Refund #**** (10/29/2024) for $3,958.71 was issued.

    Business Response

    Date: 11/11/2024

    Client's account was cancelled upon their request. The person on the account was an employee. The client was refunded the amount of their energy supply usage that Pure charged for the billed usage of supply only. Pure is not responsible for the delivery portion of the bill. Wire Check Refund #**** (10/29/2024) for $3,958.71 was issued.

  • Initial Complaint

    Date:10/17/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Pure energy calls you acting as your energy company and don't even ask your account number. This company promised that my ********************** bills would be lower and up charged me thousands of dollars over the course of a few months. I am attaching the conedison comparison bill to show how much more they charged me vs how much conedison would have charged for the same service. I am a teacher with a 1 year old and my husband is not working. I currently owe over 10 thousand dollars to conedison because of this set back. I am asking pure energy to adjust my bill to what is fair.

    Business Response

    Date: 10/30/2024

    10.22.2024 Resolution: Spoke with ******* and explained we got the BBB complain she sent and we want to help her with this situation. Explained we do have a valid sales agreement on file that was done back on 03/27/2024. However the company is willing to help because we do understand how she feels and there can be a ***** on the renewable energy market. So the finance **** decided to approved a courtesy of $300 so it can help her with the bills. Advise to keep in mind is this was a service consumed and approved so this is a courtesy refund. She agreed to take it confirmed address as ***********************************************. Educated her on how to endorse it correctly, it will take from 7-10 business days in a white envelope with name and address outside and under the acct holder name ********* *******. She was satisfied and thanked me.

  • Initial Complaint

    Date:10/24/2023

    Type:Billing Issues
    Status:
    Answered
    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 received a phone call stating it was a PECO employee with information about energy savings. I did not give any permission to change suppliers. We received a letter that our supplier had been switched from PECO to Pure Energy, this was a scam and I am embarrassed that I even spoke to this individual. I called and switched back to PECO and have been told I may have to pay an early cancelation fee. This is totally unacceptable to do this to a small struggling business. I want people to be aware of this company and their illegal practices.

    Business Response

    Date: 10/27/2023

    Good morning,

    Pure Energy apologizes for any inconvenience on this issue. Pure Energy DOES NOT charge any termination penalties as no contract is required. We have centers doing sales for us and unfortunately this account was enrolled in error as opposed to the correct account that was supposed to be enrolled for another client. It was a matter of an operator entering the incorrect line-item account number from their Excel Grid. There will be only one billing for this account as the service was already dropped with Pure. The only bill will contain the same rate as PECO utility. It is Pures practice that if there is any difference between our supply rate and the **************** rate that we will refund the difference. According to our notes this was already discussed with the client, and they understood all these facts. Again, we apologize for the inconvenience.

  • Initial Complaint

    Date:10/02/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    All of a sudden they showed up on my electric bill without authorization. Charged me $485.00 when JCP&L is my electric provider. Called and asked for refund and they refused. They are a scam. I read a lot of complaints about the same thing. I would like my refund.

  • Initial Complaint

    Date:09/13/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 was enrolled in their services without approval. They charged me .32 cents per kilowatts on my electric bill and when I called my supplier they had no idea why because their rates are .12 cents. I called the ***** number and the employees hung up on me repeatedly. Every call they picked up laughed and hung up. I asked for a supervisor and they stated they don't have supervisors. I overpaid 900 dollars a month for 5 months and they refuse to provide me with a contract that was signed as proof. A welcome letter stating any information of costs or helped come to a resolution. Instead they gave me the run around and treated me with no respect.

  • Initial Complaint

    Date:03/03/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 was promised a lower rate for my electric energy cost as compared to Penelec. Was told my rate would be $0.08 per kwh and was charge $0.27, $0.3183, and $.32 per KHW.Called and they said it was a variable rate. I was overcharged by $1065.76 in 4 months.

  • Initial Complaint

    Date:08/15/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    When I signed up with them they promised a discount on my energy bill. And actually my bill went up 2x the cost.

Pure Energy is NOT a BBB Accredited Business.

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