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. has 22 locations, listed below.

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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:09/01/2022

  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.

  A Just Energy representative approached me in a local ***** **** talking about getting a gift card. I listened to the man talk and asked him if I gave him my information, would I be signing up for a service and be billed? He told me all I was signing up for was to authorize a phone call from another Just Energy representative to discuss their services and I would not be charged for anything unless I decided to continue after speaking with the other representative. I never received a call or voicemail from Just Energy. The next month a charge for roughly $400 was on my electric bill. I called Just Energy and explained exactly what I wrote in this statement. The Just Energy representative cancelled further services and filed an internal claim for me to dispute the charges. The next month I was charged more money from Just Energy on my electric bill. I called again and spoke to another representative. I was told the claim should’ve been settled but was not for some reason. They again told me that they would communicate with their claims department to get a resolution. It’s been 3 weeks and nothing has been resolved. Now, I received a notice to shut off my electricity on 9/13/2022 if I don’t pay the unpaid balance. I need help from BBB to get these unauthorized charges taken off my electric bill. Just Energy lied to me from the beginning and has done nothing to make things right.

  Business Response

  Date: 09/09/2022

  Hello ******* we're sorry to hear about your recent experience. As a valued customer, we appreciate your feedback and would like to make things right for you. We have sent you an email with further information. If you have any questions or concerns please contact Just Energy.

• Initial Complaint

  Date:08/19/2022

  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.

  Originally paid a deposit to activate service. We cancelled service without ever moving into address a week later due to job opportunities elsewhere. My spouse canceled it with a week of opening service and now we are billed for an address we don’t even live at.
  And now they are wanting to charge us fees and etc. besides the harassing calls and poor quality customer service I have received and threats. Lack of documentation on their for disconnecting has them me with a bill I never used

  Business Response

  Date: 09/02/2022

  Good morning,

   

  Thank you for bringing Ms. **** ********s concerns to Tara Energy's attention.

  Tara Energy has made several attempts to speak with Mr. and Mrs. ******* in regards to the account and changes made to resolve her concerns, but we've been able to speak with them. 
  

  We ask that Mr. or Mrs. ******* call us at their earliest convenience to go over the details of the account, their concerns that we've addressed, and any other questions they may still have so that we can provide a resolution to them.

  Please call the number provided and/or respond to the emails sent.

   

  Thank you,

   

  Tara Energy

  Corporate and Consumer Relations Department

• Initial Complaint

  Date:08/18/2022

  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.

  So Team I have 2 accounts with Just energy at 2 residential places.
  1) Original *** ***** ***** - starting Oct
  2) **** ********** - Starting Jan
  for the 1st home my husband was making the payments through his card and I was making payments on the second residence where I was staying. My husband was not treating me good so I had to go on this second property with 2 kids. In June this guy abounded the home but payment was already made through his card so I didn't bother. Later I received an email that the payment has been returned and Just energy team is charging me with the fine, I called them same month and they said make the payment and this fees would be taken care in next month bill. I called them again but still there is no help. Team clearly told me they wont refund the money as its bank return fee they are charging me for. But I was not even staying there. Already I am a single mom and I cant even afford this extra 25$. Already I have a huge expense list on my plate

  Business Response

  Date: 08/30/2022

  Good Afternoon,

   

  Thank you for bringing Ms. *********s concerns to Just Energy's attention.

   

  Just Energy has reached out and spoken with Ms. ******** and has resolved all her concerns and had no further questions. 

   

  Thank you, 

  Just Energy

  Corporate and Consumer Relations Department

• Initial Complaint

  Date:08/15/2022

  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.

  Just Energy billed us for a bill we already paid.
  We were loyal customers from 10/2017 until 08/09/2022. We paid our bill on time.
  We switched services and JE generated a bill for $74 ; change for which I paid on 8/11/2022; now they sent another bill for $166.86. Today is Aug 15th.
  Be honest and just to us for we were honest for the past 4.5 years.

  Business Response

  Date: 08/23/2022

  Good
  morning,

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

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

  Pedro

  Compliance
  Department

  Just
  Energy

• Initial Complaint

  Date:08/12/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a contract with Energy Texas which was going to expire on Sep 2, 2022 at 6.914 cents per kWh. On July 27, 2022 I signed up with Just Energy with a start date of Sep 2, 2022. Signed up first online using ************.com, order # ****** (attached). The rep from Just Energy could not find the order so we re-accomplished the order on the recorded phone line with a start date of Sep 2, 2022. I thought all was good until I received an email yesterday (8/11/2022) from Just Energy wanting me to click a link to use paperless billing. The link took me to a page showing me my account number and allowing me online access. Much to my surprise they slammed me early starting my service on July 29, 2022. This incurred me a $50 early termination fee and service for the period July 29 through September 1 at the rate of 18.3 cents per kWh which is very nearly three times what I would have paid had they left me on my plan until the agreed upon start date. I spent a lot of time on the phone today and do not have a good feeling that any of this will be taken care of. I hope to be proven wrong but they are not very willing to commit to fixing the problem.

  Business Response

  Date: 08/16/2022

   

  Good
  evening,

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

  
  Just Energy has concluded investigating Mr. ********’s
  concern, and we wanted to apologize for the inconvenience this matter has
  brought to Mr. ********. We were able to talk to Mr. ******** and explain why
  his enrollment started before the date of his initial application and offered him a billing adjustment. We also credited his account to cover his early termination
  fee from his previous provider. Mr. ******** was satisfied with the resolution
  and did not have any additional questions or concerns. 

  Thank you, 

  Pedro

  Compliance Department

  Just Energy. 

  Customer Answer

  Date: 09/06/2022

  [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.  Just Energy has re-rated my bill from the time they slammed me with their service through Aug 30th.  I have no idea if they will re-rate the one day in September that they owe me but at this point I'm not going to quibble over one day.  

  Thank you for your involvement in this matter.  I had spent an hour on the phone and talked to three different "customer service" people and was holding for a fourth when I gave up and filed a complaint.  I feel certain they were going to try to wear me down and would not have ever paid me what I was owed without the BBB getting involved.

  Kind Regards,

   

  Mitch ********
  
  
  
  
  
  
  
   

  
  

• Initial Complaint

  Date:08/11/2022

  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.

  A representative showed up at my door and told me he could offer me a better deal. I advised him I was in a contract and had nearly a year left. He assured me they would not jeopardize my current contract and that he would collect my info so they could contact me closer to my contract ending. That turned out to be a lie, a few months ago I log into my app with my original provider and it shows my services were off but my power was still on so I was confused. After some investigating I was able to find out my services were switched to Just Energy, I called them and they said they sent a notice to me and I assured them I never received it and gave them my email and such because they didn't have it. Not long after I get a huge bill from my original provider for an early termination fee. I called Just Energy and they told me it was a computer error and they would get it fixed and not worry. Some time went by and nothing happened and Just Energy was notices that they would possibly turn off my power so I called back upset and after probably an hour of holding and transferring they got me to a manager. I asked for a copy of this contract that they claim I signed, the contract they sent had an email listed under the signature verification that did not belong to me. The manage advised me again not to worry and to call my original provider to assure my power did not get shut off. I have children so could not risk that. I filed a complaint with Just Energy and they assured me they would open an investigation. A few weeks go by and I get a call where they are trying to collect a debt and claiming that the email was just provided wrong (it was a totally different email and was for gmail, I don't use gmail). They told me that I would not have a balance if I had not called my original provider myself to sort this out. I let them know their manager advised me to do that on a recorded line, he apologized but said he couldn't help with that.

  Business Response

  Date: 08/16/2022

  Good
  morning,

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

  
  Just
  Energy has concluded investigating Ms. ********’s concerns. It was determined
  that Just Energy holds a valid agreement with Ms. ******** and that all charges
  are valid. Just Energy was able to share with Ms. ******** all our findings. Just
  Energy welcomes Ms. ******** to call us back to continue
  to assist and provide alternatives that will satisfy all parties.

  
  Thank
  you

  
  Pedro
  Compliance
  Department
  Just
  Energy

  Customer Answer

  Date: 08/29/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Received a call where the caller stated that they verified it was a valid agreement. I advised them again that the email on file is an email does not belong to me and I have no knowledge of and it or who it belongs to and that there is fraud happening here. They claim that it was a valid agreement and attempt to overlook the fraudulent information on my account and claim it was signed by a mobile device. No agreement was signed by me on any device, the agreement they sent me a copy of does not show it was signed by a mobile device and shows false information. I have alerted them multiple times of this and it has still not heel appropriately addressed. The email on the document shows a gmail account, i do not even have a gmail account. I never consented to having my services transferred,  Just energy transferred my services and cancelled my contract early with my company at the time without my knowledge or consent. The people who work there have given me conflicting information. Their representatives commit fraud and Just Energy has not handled it appropriately. These practices cause real harm to real people and so far my experience has led me to presume either the company and/or it’s representatives do not care about the situation their action have put my family in. If I agreed to this, I would take responsibility for it but as I have stated many times all of this happened without my knowledge or consent and I have alerted the company of this since the day I became aware of the transfer but it has been nothing but a horrible experience trying to get this resolved. 
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 09/06/2022

  Good afternoon, 

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

  Just
  Energy contacted the customer in regards to the customer's
  feedback. We were unable to speak to Ms. ********, however, we left a voice
  message with our contact information to discuss further this matter.

  
  Thank
  you.
  

  Pedro
  Compliance
  Department
  Just
  Energy