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

• 

  Commerce Energy

  925B Peachtree St NE Atlanta, GA 30309-3918

• 

  Just Energy Group, Inc.

  Suite 1000 5251 Westheimer Road Houston, TX 77056

• 

  Just Energy Group, Inc.

  200 6345 Dixie Rd Mississauga, ON L5T 2E6

• 

  Just Energy Group Inc

  1605 - 25 Sheppard Ave W North York, ON M2N 6S6

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:09/22/2022

  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.

  I was told by a sale rep that our bill would be lower doing going green and only would be charged 13 cents and now see that my bill is 15 cents, charging over $200 Each month. The sales rep lied to my husband and I saying there’s only one charge on the bill and see multiple charges. I can’t keep afford paying $200 plus and take care of two kids. I want to cancel service with them but it will cost a lot to cancel. As well as it’s hard to understand the billing!

  Business Response

  Date: 09/28/2022

  Good
  afternoon,
  
  Thank you for bringing this customer's concern to our attention.
  
  We
  contacted Ms. ******* after receiving her concerns and we were able to communicate
  with her regarding her dispute. We consider this issue resolved. If Ms. *******
  has any other questions or concerns, she is more than welcome to contact us.

  Thank
  you.
  Pedro V
  Compliance
  Department
  Just Energy

• Initial Complaint

  Date:09/19/2022

  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.

  The charge on my debit card is fraudulent. I have not been in contact nor have I ever spoken to any representative of this company. I didn't know they existed until I saw the charge on my account.

  Business Response

  Date: 09/27/2022

  Good
  morning,

  
  Thank
  you for bringing this customer's concern to our attention.

  
  Just
  Energy has concluded investigating Ms. Monroe concerns and has made multiple
  attempts to follow up with her, but it has been unsuccessful. We welcome
  Ms. Monroe to respond to our calls or emails to continue to assist her
  regarding her concern.
  
  Thank
  you

  Pedro V.
  Compliance
  Department
  Just
  Energy

• Initial Complaint

  Date:09/17/2022

  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.

  I was lied to by a representative of this company that my bill won't change. They are scamming customers with huge supplier charges 2-3 times what they normally are. I was also told I can cancel at any time and come to find out there is cancellation fee. This company is lying and scamming people to get customers during a very hard economic time for many.

  Business Response

  Date: 09/27/2022

  Hello Timothy, we sincerely apologize about your experience with our service. We appreciate your feedback and would like to make things right. We have attempted to contact you through email to provide a resolution.

• Initial Complaint

  Date:09/16/2022

  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.

  06.2022 thru 09.2022
  Just Energy falsified the rate.
  I should have went with my gut when I was signing up and they were lying about my set-up multiple times.
  
  The energy cost was about the same rate as I have had with the multiple energy vendors I have had in the past. Also, I have lived in my place for almost five years, consuming about the same energy each month. During the summer I use around 1100 to 1200 kwts per month. Obviously, times have changed but I managed to get a tiny bit lower rate as I had with my previous company but knew my bill would be no more than $165 at the most and only one month due to summer weather. Well, the first month they said I went over my normal mo kwt that I had used in the past which I though was strange because I don't work from home, no longer use my dishwasher because it's broke, and my laundry decreased while I don't use many lights nor my stove. HMM but thought let me give them a fair chance. I called discussed with the them, they told me to turn off breakers and leave my AC on 75* so I went ahead and did it for the next month. They came back with me using 1600+kwts. NO WAY!!! I have never used that many Kwts in my life and never ever at the place I have resided for almost five years. I obviously switched from using Just Energy to Frontier Utilities. Boom, already Frontier has me at a smidge over 1000k for the month. I went back to my normal use btw.
  Also, Just Energy, they charged me for double days, you know when I cancelled they charged me when they weren't even the vendor anymore on the last day, they charged me when the month changed over for the prior month and the current month.
  The vendor needs be audited and shut down.

  Business Response

  Date: 09/26/2022

  Good
  morning,
  
  Thank you for bringing this customer's concern to our attention.
  
  We
  contacted Ms. Powell after receiving her concerns and we were able to communicate
  with her regarding her dispute. We consider this issue resolved. If Ms. Powell
  has any other questions or concerns, she is more than welcome to contact us.

  Thank
  you,

  
  Pedro
  Compliance
  Department
  Just
  Energy

• Initial Complaint

  Date:09/14/2022

  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.

  I was told by the Just Energy salesman a* **** **** that I would save %15 on my electric and also that if I cancelled the service there would not be a cancellation fee. I signed up for Just Energy in Dec 2019.
  
  My 1st 4 bills were over $50 a month higher than what I would have paid *** ****** ****** ********* at the time for electricity. I then cancelled the Just Energy service. I did call the company, but I suffer from hearing loss, so phone discussions are not my favorite approach, I also emailed the company telling them I wanted to cancel the service.
  
  I received a notice from Just Energy demanding a $50 cancellation fee. I again called the company, and I emailed the company. I was told the fee was waived and the matter was closed. This was in 2021.
  
  Sept 2022, I just received a notice from Just Energy stating they have sent the $50 cancellation fee to a collection agency. I want this collection action removed from credit report immediately, and I want something in writing that shows the $50 cancellation fee has been removed.

  Customer Answer

  Date: 09/14/2022

  Better Business Bureau:
  
  
  
  This letter is to inform you that Just Energy Group, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/14/2022 and assigned ID ********* After I posted several reviews on social media, the company cancelled the collection and sent me an email stating no fee was owed. Thank you. 
  
  
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:09/10/2022

  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.

  The issue with this company is that I recently moved to another apartment and I was billed for the old address and also the new address. I have tried to make payments on both accounts but Just energy does not work with their customers. They are constantly calling, emailing and texting about my old bill while I am trying to pay on the current bill. They add a ridiculous amount of late fees but do not help their customers come to a solution. I am currently stuck trying to pay two bills while being harrasssed daily. The rates are high as well as having free nights does not really show on my bill. I would like to be done with this company as I have never had issues until now with them but I am stuck until 2024 in a contract. All I am asking is for some type of assistance with both of these bills before they are placed on my credit report. The accounts are ******* *** *******.

  Business Response

  Date: 09/15/2022

  Good
  afternoon,

  
  Thank
  you for bringing this customer's concern to our attention.

  
  Just Energy has concluded investigating *** ********
  concern. We were able to speak to *** ****** and clarified her concerns. Ms.
  Darden was satisfied with the resolution and had no further questions.

  Thank you

  
  Pedro
  Compliance Department
  Just Energy

  Customer Answer

  Date: 09/21/2022

  [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.  
  
  
  
  They still continue to call and email everyday even after speaking to someone an setting up an pay plan. 
  

• Initial Complaint

  Date:09/07/2022

  Type:Product 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.

  ********* has been charging my **** **** $14.99 per month without my knowledge or permission. When I enrolled with ***** ****** in October 2021, the contract stated that a one-time charge of $14.99 would be made for *********. There were instructions included in the contract stating how I could sign up for a monthly account with *********, but I did not do that, and was not required to do that by the contract. Here is the language copied from the contract:
  
  The one-time *********™ setup and carbon offset purchase is required to enroll on this product. This $14.99
  purchase includes *********™ account setup and 1 metric ton of carbon offsets. A customer interested in
  continuing to offset his or her carbon footprint will have the option to enroll with *********™ independent of this
  product. For more information, visit https://www.*************/individuals/sustainable-living.
  
  Once I realized I was being charged the $14.99 fee every month, versus just the one time, I called *********. I spoke with 2 individuals. Neither were able to find my email, name or phone number in their system, nor could they find any records reflecting why they are charging me a monthly fee. They told me they couldn't help me, and couldn't stop the charges. They suggested I email the customer support and explain my situation. I did that, and have received no reply.
  
  I have instructed American Express to deny any future charges from this company. And asked the ********* customer support to stop the charges, and refund the $149.90 they fraudulently charged me over a 10 month period.

  Business Response

  Date: 09/15/2022

   

  Good
  afternoon,

  
  Thank
  you for bringing this customer's concern to our attention.

  
  Just Energy has concluded investigating Mr. *******
  concern, and we wanted to apologize for the inconvenience this matter has
  brought to Mr. ****** We were able to speak to Mr. ***** and clarified his concerns.
  Mr. ***** had no further questions or concerns and we consider this issue
  resolved.

  Thank you

  
  Pedro
  Compliance Department
  Just Energy 

  Customer Answer

  Date: 09/21/2022

  [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:09/07/2022

  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.

  I signed up for Just Energy services on 08/01/22 I was offered a low rate with a 100 bill credit every month for 36 months. I was advised I had 30 day to submit proof of resident. Needed to send copy of License and Mortgage statement. I sent info 08-20-22. On 08-22 I recieve a email from Just Energy stating that my request for services had been cancelled. When I called to verify issue. I was advised the documents were never received.
  However they confirm that the docs were received but over looked by company. And since my account had been cancelled I would need to submit a new app with what is offered today. Current rates which are higher. They admit it was a mistake on the companies part but they are not willing to offer what was originally offer. My current contract is ending in 2 days and I have to look for new service. I did this well over a month in advance to ensure I had my new service ready to go. I feel this is horrible service on there part. I would like for them to honor what was offered originally to me. I was in communication with them for over 2 hours yesterday and 5 or 6 reps later. Being told i was getting escalate but just transferred back and forth to various people that could not assist other then offer me to sign up again with higher rates. nothing compared to what I was offered. I would like them to reinstate my account as it was not fault of my own.

  Business Response

  Date: 09/16/2022

  We sincerely apologize for the inconvenience our customer experienced during their enrollment process. We have communicated with our customer and assured them that their enrollment selection will be honored and are eager to continue serving as their energy supplier. 

• Initial Complaint

  Date:09/06/2022

  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.

  On 9/2/2022 I was told by the company that as long as I had made my payment for deposit that my electric would of been turned on by 3pm. Which I did make my payment through 7/11 convience store and was on the phone with amigos energy and gave them the confirmation and they said it was all good to go and that my electric would be on by 3pm 9/2/2022. On 9/3/2022 still no electric.so i call them and of course there seems to be an issue of some sort and explains that the payment has to process which would be 24-48 hours. which was never told to me. its all on a recorded line and would like the phone recordings and they can prove this. But still as of 9/6/2022 STILL NO ELECTRICITY!!!! 96 hours later, which is double the time frame they gave me the second time! Will this continue through out my contract? I have lost a lot of food! spent a lot in hotels and eating out!!!! This is ridiculous and to have kids and pets stay like this for what? I did what I was supposed to on my end. I was using this company due to time frame of having electric on and deposit. well now I want my deposit back in order to use another company. The rates are cheaper and this company clearly isn't concerned at all about customers!

  Business Response

  Date: 09/19/2022

  Hello Nathaniel ******,
  
  Amigo Energy
  would like to apologize for the inconvenience experienced, with the activation
  of your account. A review of the account shows that it is currently active,
  with no additional issues reported. It is the goal, of Amigo Energy, to meet
  your energy needs. However, if you do decide to change to another Supplier,
  please let me know and I will request that the Early Termination Fee is waived.
  
  Please
  do not hesitate to contact us should you have any further questions or
  concerns.
  
  Thank
  you,
  
  Darryl ****
  Compliance
  Specialist
  d****@justenergy.com

• Initial Complaint

  Date:09/02/2022

  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.

  My mom referred me to Just Energy, because they are offering a $100 credit. My mom name is Troylene Jones, account#6871580. I have emailed, called, chatted with someone, and one person corrected my account within a day. I am currently trying to help my mom, and they are stating she has to wait a billing cycle, and I was told it would take 3-5 days. Thus I am getting different answers to the same problem concern. I don't feel like they want to give my mom the $100 credit . I don't feel like my mom and I should have to call, email , chat to give different answers to the same problem or concern.

  Business Response

  Date: 09/15/2022

  We have reviewed our customer's account in accordance to our Refer-A-Friend promotion. We have attempted to contact our customer but were not successful. To protect the privacy of our customer, identifying account details will be kept private. We can confirm that the concerns raised by our customer have been actioned and they may contact Just Energy at their earliest convenience to obtain an update.