Complaints

This profile includes complaints for Just Energy Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Just Energy Group, Inc.

  5251 Westheimer Rd Ste 1000 Houston, TX 77056-5414

• 

  Just Energy

  5350 S Staples St Ste 422 Corpus Christi, TX 78411

• 

  Just Energy Group, Inc.

  PO Box 2210 Buffalo, NY 14240

• 

  Just Energy Group, Inc.

  890 7th North Street Suite 100 Syracuse, NY 13205

• 

  Just Energy Group, Inc.

  One Executive Boulevard Yonkers, NY 10701

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:07/12/2025

  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.

  I moved out back in April 2025. I received final bill from Just Energy 4/11/25 indicating early termination fee so I called and was told that early termination fee was billed in error. The agent stated he saw where I moved out and to disregard the fee. I get an email today indicating I owe $633 of which includes the early termination fee!!! This is terrible! If the calls are recorded, please pull the call! I MOVED OUT not transferred service so why are you billing an early termination fee??? Also why did your agent state I would not be charged the fee yet you are sending me emails with this incorrect fee??

  Business Response

  Date: 07/17/2025

  
  Good Day,
  
  Thank you for bringing ************ concerns to Just Energys attention.
  
  Just Energy has made several attempts to speak with *********** by phone without success. We sent an email asking her to contact us about the concerns outcome and our contact information for *********** to use should she wish to discuss her concerns further. We hope to hear from Ms. ******** soon.
  
  
  Thank you,
  
  
  Just Energy Corporate and *****************************

  Customer Answer

  Date: 07/17/2025

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

• Initial Complaint

  Date:06/27/2025

  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.

  Just Energy is Just a Headache. For the second time Just energy tried to double charge my family when setting up automatic draft. Not only did we pay our current bill they attempted to draft my account for the same charge days later. I called and got the run around so I had to stop the payment at my bank for that draft that was not supposed to be done until July. Now Just Headaches Energy is charging me a $25 returned payment fee. This charge should have never been attempted and to stop it I had to pay my bank to do so. Your company has already cost me $28 at my bank and now you want to charge me a fee to correct your error. When calling in neither the customer service agent or the Supervisor would remove this charge. The Supervisor just said that our contract started a $25 fee would be charged for returned bills. We paid our payment. Just Headaches Energy so far is the absolute worst energy company as far as customer service I have ever dealt with. I want the $25 charge removed from my account because this issue was caused by your company

  Business Response

  Date: 07/02/2025

  Good day,
  
  Thank you for bringing Mr. ****** concerns to Just Energys attention.
  
  Just Energy spoke with Mr. ***** and addressed his concerns, he confirmed he had no further questions about the outcome. The customer has been provided our contact information should he wish to discuss his concerns further.
  
  Thank you,
  
  Just Energy Corporate and Consumer Relations Department
  
  

  Customer Answer

  Date: 07/07/2025

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

• Initial Complaint

  Date:06/24/2025

  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.

  Salesperson with Just Energy came to my apartment claiming that they would be cheaper and would cover our current electric bill to switch over and not to pay our current bill with the other provider and we would be receiving a credit to pay it off. We never received any information pertaining to our account or any credit. We had to reach out to their customer service and found out that our account wasn't ever enrolled. We were charged the $199.00 and asked to cancel the service. They claimed that they canceled it and that they would issue out a refund within 7-10 business days. It's been since June 6th, we've been given different numbers to call to get it "refunded" but when we call the numbers, they aren't in service, or they get sent back to their customer service.

  Business Response

  Date: 07/01/2025

  Good day,
  
  Thank you for bringing Mr. ********* concerns to Just Energys attention.
  
  Just Energy spoke with Mr. ******** and addressed his concerns, he confirmed he had no further questions about the outcome. The customer has been provided our contact information should he wish to discuss her concerns further.
  
  Thank you,
  
  Just Energy Corporate and *****************************

• Initial Complaint

  Date:06/23/2025

  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 June 10th I was approached by a sales person in *************. He was telling my husband and myself about the amount of money people have saved and what plan they were offering. We were told that our information was being taken down so that we could get an email detailing what plans they offer and we would have ***** hours to determine if this company is one we would like to go with. Later that day my husband looked into the company and we decided that it was not the right company for us based on the reviews we were seeing. He tried to go online but their site was down and when I called it was already closed for the day. I called the next day and we were informed that they had already switched over our electric to them even though we were told that would not happen until we made a decision about it. I promptly cancelled the service and was informed we would not be billed. Luckily my husband was able to call our current provider, 4Change, and inform them about what happened. They promptly reconnected us without penalty. Fast forward to June 21st and I check my email. To my surprise there is a bill from Just Energy. I called in today because it was too late on Friday to call when I received the email and they are refusing to do away with the bill. I know the bill isn't crazy high but I was lied to by the salesman, lied to when I cancelled the service, and now they are refusing to do away with the bill or send me to a manager that can assist. I am currently sitting on the phone with them keeping me on silent I'm guessing in the hopes that I will hang up. UPDATE: They just hung up on me.

  Business Response

  Date: 06/25/2025

  Good day,
  
  Thank you for bringing Mrs. ********** concerns to Just Energys attention.
  
  Just Energy spoke with Mrs. ********* and addressed her concerns, she confirmed she had no further questions about the outcome. The customer has been provided our contact information should she wish to discuss her concerns further.
  
  Thank you,
  
  Just Energy Corporate and Consumer Relations Department
  
  

  Customer Answer

  Date: 06/26/2025

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

• Initial Complaint

  Date:06/13/2025

  Type:Billing 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.

  Providing account balances that are $100+ more than the actual bill. When I called for an explanation I was told it was a transfer from an old account. When asked for a bill to validate this, I was advised I needed to just pay it and the amount transfer would show up on my next bill. I asked if I could pay once I received the bill and not risk disconnection. Juliani the customer service **** (call ID *****************. Refused to tell many anything except that it would be on my next bill. This random overpricing is not the first time this has happened. This company is ABSOLUTLY stealing from their customers.

  Business Response

  Date: 06/24/2025

  Good day,
  
  Thank you for bringing Mrs. ******** concerns to Just Energys attention.
  
  Our team has made several attempts to contact Mrs. ******* by phone but has been unable to reach her. We have sent an email with the requested information, which addresses her concerns, along with our contact details should she wish to discuss the matter further.
  
  We look forward to hearing from Mrs. ******* at her earliest convenience.
  
  Thank you,
  
  Just Energy Corporate and *****************************

• Initial Complaint

  Date:06/09/2025

  Type:Billing 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 sales *** for Just Energy caught me while in and looked at my current electric bill and promised they would be lower. He said the rate is higher but thats not what will happen because you get nights free. He also said they would pay to cancel with them. He also said they do not do any cancellation fees. My first bill was double my old electric company. Second even worse. They will not refund my cancellation fee from my old company, they lied about the rate, and theyre charging me to cancel with them. $200 to move to them to pay double the rate, then $175 to cancel with them. Its a blatant scam. The writing says just call us before you cancel and theres no fee. Thats a lie. Im sure theres fine print to make all of this legal but shame on them for predatory practices.

  Business Response

  Date: 06/12/2025

  Good Day,
  
  Thank you for bringing Mr. ******** concerns to Just Energy's attention.
  
  Just Energy has made several attempts to speak with Mr. ****** by phone without success. We sent him an email with our contact information for Mr. ****** to use should he wish to discuss his concerns further.  We hope to hear from Mr. ****** soon.
  
  Thank you,
  
  Just Energy Corporate and *****************************

• Initial Complaint

  Date:06/03/2025

  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.

  I was at **** club and a kid approached me saying that if I had a Nipsco account I could get a 50 dollar coupon. I told him I did have an account. So we pulled up my information. When I read it was a fixed rate I told him I did not want to sign up because the rates would go down likely under this administration. He forged my name and sent an email confirmation to someone elses address and it says I have 55 days to cancel an account I never opened. This is fraud plain and simple.

  Business Response

  Date: 06/10/2025

  Hello,
  Just Energy was unable to reach you regarding your recent concerns. Please be advised that the account has been cancelled prior to commencement, and a confirmation notice has been sent to your email.
  If theres anything further we can assist you with, please contact Just Energys customer service during regular operating hours.
  Thank you.

  Customer Answer

  Date: 06/11/2025

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

• Initial Complaint

  Date:06/02/2025

  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 was approached in the local **** club, I was informed when signing contract that nights would be free if power is used more in the evenings and my bill would be credited and my monthly bill would be credited. We have practiced such acts every month and since 11/24 until this month 5/25 the bill has steadily increased significantly and a household of 3 whom are only home after 6 pm and gone most weekends the bill has almost doubled. They do not give any explanation and i have asked the meter be calibrated or explain outraged bill increase. The only reason I switched companies was to have a lower bill and no contract. This is a scam to get customers on the hook then slowly increase their rates. I demand my bill to be adjusted and I will further this investigation and file civil charges.

  Business Response

  Date: 06/05/2025

  Good day,
  
  Thank you for bringing Ms. ******* concerns to Just Energys attention.
  
  We have made several attempts to contact Ms. ****** by phone, but have not been successful. An email has been sent with our contact information should she wish to further discuss her concerns. We remain available and hope to hear from Ms. ****** soon.
  
  Thank you,
  
  Just Energy Corporate and Consumer Relations Department
  
  

• Initial Complaint

  Date:05/31/2025

  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.

  I am on a contract with Tara Energy (subsidiary of Just Energy) with a Free Nights plan. The stipulations of that plan are that any electricity used during 9PM-7AM is not charged to the customer. This is shown in their bills with a single credit for the total amount used during those times within the billing cycle. My current issue is for the billing cycle of Jan 8 to Feb 7, 2025. During that time I used only ***** kW of electricity outside of the free period. During the free period, I used ******** kW. However, I was only credited for ******* kW. This means they charged me for ****** kW incorrectly. That is a dollar value of $23.97.I have submitted two requests already to re-evaluate the usage, along with very detailed records of all energy I actually used and exact times, supplied from ************************************************. (Smartmetertexas is what ***** uses to show customers their usage). Even going by ****** own customer-facing charts, almost all the ************************* I used is inside the free period. I have also submitted these charts as evidence to them. In both attempts to get them to investigate, I was told that there was no error and that they consider the matter resolved. They do not present me contradictory information, just tell me to believe them. **** are either willfully ignoring the data I have provided them, misinterpreting it, or have different reports from *****. Since they do not provide an explanation and ***** has no reason to show different values to the customer, the latter seems doubtful.This is not the first time they have incorrectly billed me. I had a similar issue in October 2024 which was correctly adjusted after I opened a complaint with them and provided the exact same kind of data from Smartmetertexas for that period.

  Business Response

  Date: 06/03/2025

  Good day,
  
  Thank you for bringing Mr. ******** concerns to Tara Energys attention.
  
  Tara Energy spoke with Mr. ******* and addressed his concerns, he confirmed he had no further questions about the outcome. The customer has been provided our contact information should he wish to discuss his concerns further.
  
  Thank you,
  
  
  Tara Energy Corporate and Consumer Relations Department
  
  

  Customer Answer

  Date: 06/03/2025

  Declaring the issue resolved is a bit preemptive. We are still discussing this one. I am quite encouraged that the Compliance Specialist is very proactive and helpful. This is certainly a more positive experience than what reaching out to customer service was ever like. We have confirmed that we are both using the same reported data from SMT. But I am not seeing the numbers add up yet. The details of the Usage billing cycle vs the Credit billing cycle is still not making sense to me, and the are actively looking into getting me an answer to that.
  
  
   
  

  Business Response

  Date: 06/09/2025

  Good day,
  
  Thank you for bringing Mr. ******** concerns to Tara Energys attention.
  
  Tara Energy has spoken with Mr. ******** and he disputes the results of our investigation. We have explained our findings to Mr. ******** but he does not agree with the resolution. At this point, we have provided him with evidence supporting our investigation and addressing his concerns. We remain committed to offering fair and transparent service and regret that we have been unable to reach her desired resolution.
  
  
  Thank you,
  
  Tara Energy Corporate and Consumer Relations Department
  
  

  Customer Answer

  Date: 07/01/2025

  Billing presented the same data set to me and continued to claim that they are right conveniently leaving out the summation, because that results in different figures than what is on the bill in question. I think it shows incredible audacity to present me the same thing I gave them, call my math wrong, but not bother to show their math at all.
  Meanwhile the Compliance Specialist can only demonstrate doublethink by telling me that they see what I am saying, but trust the ****************** implicitly. They take Billing at their word, ignoring the simple math in front of them, refusing to even verify it themselves paraphrasing "because billing isnt in their job description". Hey, it doesn't have to be to recognize that 2+2 does not equal 5. I'll attach it here too so anyone can plainly see the math.
  It took a while for me to crack it, but the only way all the numbers work is if two different date ranges are measured. Going back to past bills, it turns out that's what every single bill has done. So they are all wrong in the same way. Here's the upside: because every bill has the same usage offset, the credit is accounted for, just in the most confusing way possible: applying usage credit from the first day of current bill to the previous bill cycle, but charging it on the current bill cycle. **** Billing claims that they only use one date range in the cycle, but the numbers could not be any more clear that it simply doesn't work that way.
  So given that, I am no longer seeking any credit and if they want to close this claim, that's up to them. But this reveals a systemic issue that the bill does not accurately show what days are being used. It makes it incredibly confusing from a consumer perspective to see how you are billed and to verify it. They are not interested in changing how they present the bill, so my perception of how the company does business remains quite low. In particular, how they do not adequately explain their billing method when pressed for explanation. I recommended that they do an internal investigation into their billing department because it is just such a mess. 
  

• Initial Complaint

  Date:05/30/2025

  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.

  I was approached by a salesperson from "Just Energy" during a visit to my local ***** Club in March 2024. I was told by the salesperson that this was an exclusive ***** Club Members Only offer that ***** Club approved to provide members with savings on their utilities. The salesperson proceeded to say that I could purchase natural gas from any company and that by using Just Energy, I would save money. Since signing up, my natural gas bill has done nothing by increase in cost; even though my gas consumption has stayed stable. I requested an energy audit from my utility company (Consumers Energy). I learned from my audit that I am paying double for my natural gas as I am paying Consumers Energy and Just Energy for the same product. That means, the sales pitch was a deceptive "bait and switch" scam and I have been paying more for the same natural gas consumption for the past 14 months- to the tune of and additional $881.47. I have tried to call the customer service line at ********************, but I cannot get passed the ** prompts. I filed a complaint online, but I have not heard back from the company. I also filed a complaint with ********** since the Just Energy company was sponsored by ********** (allowed to be in a local member's only store)

  Business Response

  Date: 06/05/2025

  Thank you for bringing Mrs. ******* ********* concerns to our attention. Just Energy has contacted Mrs. ******** and referred her to the agreement outlining the plan information she accepted. She has also been provided with the relevant cancellation details. A refund is not warranted, as Just Energy has fulfilled its obligations under the terms of the agreement for the premises. Mrs. ******** is encouraged to contact Just Energy directly should she have any further questions or concerns.