Business ProfileforJust Energy Group, Inc.

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:

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.

Multiple complaints and reviews have been received regarding a popular warehouse club 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 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.

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Per BBB Policy, the company is allow 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.