Information and Alerts

Pattern of Complaints

Beginning in 2018 and continuing up to
today, BBB files indicate that this business has a pattern of complaints
concerning door to door sales representatives who are using misleading
sales tactics, misrepresenting themselves as the consumer’s current energy or
gas company, and not being transparent about cancellations fees which may be
charged by their current provider for switching their services. Additionally,
consumers allege Just Energy’s representatives display poor customer service
when the business is contacted to resolve billing and contract concerns.

Consumer complaints and reviews also
share the following concerns:

Door to door sales representative told a
consumer his early termination fee would be covered if he switched energy
companies. Consumer stated he was not told the early termination fee was only
covered up to $150. He called to speak to a supervisor,
but they would not speak to the consumer regarding the false information he was
given.

Consumers are being approached in the
grocery store promising lower prices. Consumers have stated they were signed up
when they were told they were just filling out an information sheet to have
marketing materials emailed to them. It was difficult to cancel. Another consumer stated she clearly told the representative
not to sign her up but to send her the information for her to look over.
Instead she received notification she was switched without her permission to
Just Energy.

Multiple complaints and reviews have been
received regarding a popular warehouse club and popular grocery store
chain that allows Just Energy to approach consumers. They feel they are
being taken advantage of by the misinformation they have been given. Consumers
felt they were scammed and were upset with the warehouse club for partnering
with Just Energy to deceive consumers.

In complaints and customer reviews
received in 2024, consumers are stating Just Energy is switching their service
without consent. They also state representatives are misrepresenting
themselves. In one instance the consumer had 2 door to door representative
tried to get a consumer to switch but the declined. A week later, their current
provider received a switch notification. When she called to stop the account
from being switched, Just Energy denied and told her they have a valid
contract. When she asked to see a copy of the contract she signed switching
over, they are unable to produce the contract.

A customer review received in June 2024
stated 2 sales reps showed up to her door stating they were able to offer her
‘employee discounts’ if she switched. They then asked for her social security
number.

In June 2023, a consumer had door-to-door
rep tell her he worked for the state and was with the Texas Energy Department.
When the consumer stated they wanted to research and check it out, the rep got
angry and walked off.

In March and April 2023, door-to-door
reps were asked to leave an apartment complex’s property but came back after
the office closed and knocked on resident’s doors stating the meter was broken
and to sign a few documents so it could be fixed or that a test on their meter
showed it failed.  They could offer a lower rate and would pay the early
termination fee. Unfortunately, the consumers cancelation fee was $250 and Just
Energy would only pay $150.

In February 2023, a door-to-door rep told
a consumer a government banned her current provider’s delivery charges because
he knew seniors like her didn’t know about it. He asked to see her bill and
told her the delivery charges would be removed. When she told him she didn’t
want to switch, he told her he was with the government. She kept telling him
she didn’t want to switch but she received a bill from Just Energy with a
cancellation fee from her current company as they had switched her without her
permission.  She found out later that day another senior was switched
the same way.

In January 2023, a door-to-door rep
showed up at a consumer’s door telling her they were sent by her apartment
complex because she had to switch to Just Energy. When she said they complex
typically sends out email notifications, the rep told her they sent one out to
everyone already did she not get it?  She signed up but then received
a letter from the apartment complex denying they had anything to do with the
guy.  When her husband called Just Energy and asked to speak to a
supervisor, he was denied.

Another customer review consumer is upset
over the aggressive retention tactics. When she tells them she will not be
renewing her contract, even having to repeat herself 3 times, they just ignore
her and keep calling her back every couple of days staring all over trying to
get her to renew. She will definitely not be renewing or recommending
them.

In a September 2022 review, a
consumer was upset after being approached by a sales rep in local
warehouse club about switching service to save money when his bills
went up over $200 a month "I am actually pretty pissed at local
warehouse club for letting this company prey on their customer like
this."  Another consumer was approached and informed if they showed
the sales rep a copy of their electricity bill and complete a survey, they
would receive a gift card.

Another consumer in September 2022 filed
a customer review stating he was approached by a door-to-door representative
while mowing his yard and told the rep was in the neighborhood trying to help
consumers save money. The consumer was asked to enter his name and address on
the rep’s I-Pad so they could send him the rates to see if they could beat the
consumer’s current electricity provider, then the rep filled continued to check
boxes on his I-Pad.  When the consumer asked if this was signing him
up for service, he was told no, he was just authorizing Just Energy to send
information on their rates. The rep handed the consumer his card with a totally
different company name that sell solar panels. The next day the consumer
received an email welcoming him to Just Energy. 

In August 2022 customer reviews,
consumers are stated they are being approached in a local
warehouse club by a representative stating they can lower the
consumer's rates. Consumer are finding not only are their rates not being
lowered, but they are exceeding their previous company's rates.  They felt
like they were misleading about the rates and the cancellation
reimbursements.  They are also having difficulties canceling and feel they
are receiving poor customer service.

In another July 2022 complaint, a
door-to-door representative showed up at her door claiming her meter may be
broken and that her current electricity provider would not fix
it.  She was told she needed to switch to Just Energy as her current
electricity provider purchased their electricity from them and she could just
skip the middleman. When she called her company, she was told that was not true
but that they would come check her meter to make sure it wasn’t tampered with.

In a July 2021 complaint, the consumer’s
electricity was switched without their consent after speaking to a
representative in a local warehouse club.

While visiting a local
warehouse club, a consumer complaint stated they were tricked by a Just
Energy rep who checked boxes and signed for her claiming her rate wouldn’t
change if she switched service but unfortunately, the rate went up.

In a more recent negative customer
review, a door-to-door representative pretended to be from the City
asking to see a copy of their bill stating they worked with state agency TDEE
to be sure consumers are being charged correctly.

In November 2019, consumers also began
filing customer reviews alleging sales representatives stationed at a local
warehouse club were not being truthful about the rates for natural gas. 
We also received a customer review that stated the Just Energy employee
was wearing a t-shirt with the warehouse club's logo.

__________________________________________________________________________________________________

Per BBB Policy, the company is allowed
to made a statement regarding the pattern language and custom text.

On October 6, 2020, the company provided
an updated response:

It is extremely important to us that
customers are confident in the value and service they receive. From the point
of sale through to every touch point, delivering positive experiences remains
core to our customer commitments.

Below are some highlights on ways we are
working to deliver on our priority of customer-centricity:

• Assurance
  that our front-line customer care teams have the tools and information
  they need to assist customers immediately. To support this, we have
  recently upgraded our customer service infrastructure designed to
  significantly enhance efficiencies. We respect our customers and their
  time. 


• A
  dedicated Customer Experience team with a pulse on customer sentiment and
  focus on building long term relationships based on trust.


• Expanded
  customer engagement channels that enable us to better connect with
  customers and offer added convenience and solutions options.


• We
  understand that life changes, and so does a person’s energy needs and
  preferences. We will work with customers to switch plans with ease to best
  fit their changing lifestyle.

When issues do arise, we take them very
seriously. We have in place well-defined expectations for everyone representing
us to ensure that our high standards of professional conduct and
regulatory requirements are maintained. We employ several measures to
help ensure customer protection, with many exceeding regulatory requirements.
Just Energy looks to everyone, from our employees to our business partners, to
consistently represent our company with professionalism, integrity and honesty. Anything
less is thoroughly investigated and is followed up with any necessary
corrective actions.

Just Energy is happy to speak with our
customers directly to discuss and resolve any issues they may have. We can be
reached multiple ways including our toll-free number 1-866-587-8674 and
online at https://www.justenergy.com/contact-us. 
Our Contact Us page provides various methods to reach us.  Additionally,
customers have the ability to chat live from their ‘myaccount’ portal
accessible via https://account.justenergy.com/.

We understand how important it is to earn
consumer trust. Just recently, Escalent’s Cogent Syndicated Texas REP
Trusted Brand study revealed Just Energy as a top 10 scoring REP in Texas
that customers would recommend to others. We also recognize the value that
consumers place on the BBB as a benchmark of company performance and
credibility. We take our own responsibility seriously and work hard to earn and
maintain the trust of our partners and customers.