ComplaintsforPure Energy
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/24/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received a phone call stating it was a PECO employee with information about energy savings. I did not give any permission to change suppliers. We received a letter that our supplier had been switched from PECO to Pure Energy, this was a scam and I am embarrassed that I even spoke to this individual. I called and switched back to PECO and have been told I may have to pay an early cancelation fee. This is totally unacceptable to do this to a small struggling business. I want people to be aware of this company and their illegal practices.Business response
10/27/2023
Good morning,
Pure Energy apologizes for any inconvenience on this issue. Pure Energy DOES NOT charge any termination penalties as no contract is required. We have centers doing sales for us and unfortunately this account was enrolled in error as opposed to the correct account that was supposed to be enrolled for another client. It was a matter of an operator entering the incorrect line-item account number from their Excel Grid. There will be only one billing for this account as the service was already dropped with Pure. The only bill will contain the same rate as PECO utility. It is Pures practice that if there is any difference between our supply rate and the **************** rate that we will refund the difference. According to our notes this was already discussed with the client, and they understood all these facts. Again, we apologize for the inconvenience.
Initial Complaint
10/02/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
All of a sudden they showed up on my electric bill without authorization. Charged me $485.00 when JCP&L is my electric provider. Called and asked for refund and they refused. They are a scam. I read a lot of complaints about the same thing. I would like my refund.Initial Complaint
09/13/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I was enrolled in their services without approval. They charged me .32 cents per kilowatts on my electric bill and when I called my supplier they had no idea why because their rates are .12 cents. I called the ***** number and the employees hung up on me repeatedly. Every call they picked up laughed and hung up. I asked for a supervisor and they stated they don't have supervisors. I overpaid 900 dollars a month for 5 months and they refuse to provide me with a contract that was signed as proof. A welcome letter stating any information of costs or helped come to a resolution. Instead they gave me the run around and treated me with no respect.Initial Complaint
03/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I was promised a lower rate for my electric energy cost as compared to Penelec. Was told my rate would be $0.08 per kwh and was charge $0.27, $0.3183, and $.32 per KHW.Called and they said it was a variable rate. I was overcharged by $1065.76 in 4 months.Initial Complaint
08/15/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
When I signed up with them they promised a discount on my energy bill. And actually my bill went up 2x the cost.Initial Complaint
08/04/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
My electric account at ********* is *******************. I was told by the representative at ********* that my electric supplier was switched to Pure Energy USA, LLC on September 24, 2020 without my authorization but ********* is still the electric delivering company for my home. Since September 2020, my electric supply charge has gradually increased from 9.5c per kwh to 32c per kwh in July 2022 which is almost triple of the supply charge rate ****c per kwh of ********* in the same month. Our monthly electric bills have been much higher for almost two years. I tried to call Pure Energy USA, LLC to resolve such problem but the representative told me that they are charging us on a variable rate. However, conEdison's charge is also on a variable rate but is much lower. I believe that there must be some problem for their billing rate on electric supply charges from this company. The estimated amount for the over charge is about $1,500 for the last two years. Attached is a copy of the statement of my electric account for the last two years, the electric bills with high supply charge from this company and the electric bill with *********'s regular supply charge for my apartment in ***. I would like someone to help me to solve this problem. Thank you!Initial Complaint
02/07/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
They enrolled me with them without my knowledgeInitial Complaint
06/11/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I recently noticed on my JCP&L bill an additional charge from a company called Pure Energy. My bill has increased dramatically. I am a senior on a fixed income and I never agreed to use this company! I want my money returned, that is theft!Business response
07/02/2021
I have attached the welcome letter that was sent out on 10.25.2020
Also the TPV is Margaret Derkach with correct address
She has been with Pure since 11.28.2020 and never has called into Pure Customer service
Not sure why she made complaint- This is a good saleThe account has been cancelled in our system as per her request.
Pure apologizes for Mrs Derkach's confusion but we completed her sale in a regulated manner.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
15 total complaints in the last 3 years.
7 complaints closed in the last 12 months.