Business ProfileforJust Energy Group, Inc.

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. 

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.

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.