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215 Reviews and 8 Replies for Just Energy

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PSC#:

Category Average Rating
Pricing and Plans 1.47
Order Experience 1.55
Customer Service 1.48
Billing Quality 1.42
Likely to recommend? 1.27

Delaware Energy Ratings Score:

( 2.6 / 5 )
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This graph ranks Price, Plans, Promotion, Order Experience, Customer Service, Billing, Account Management, Likelihood to recommend and Overall score of Just Energy

Just Energy was founded in 1997 in Canada and has grown into a massive energy conglomerate that service more than 1.8 million customers in North America. They also have the distinction of being the largest competitive green energy retailer in North America.

Just Energy is part of a group of companies that offer natural gas in Ontario, Manitoba, Alberta, Quebec, British Columbia, New York, Illinois, Indiana, Michigan, Ohio, and California, and electricity in Ontario, Alberta, New York, Massachusetts and Texas.

Just Energy has also expressed plans for launching retail service in Pennsylvania, New Jersey, Connecticut, Maryland, D.C., Rhode Island, Georgia and Delaware.


Recommended Electricity Plans

Plan Company
Rating
Length Price

Rate Change

(3.2 / 5)

  Poor contract handling

Richard Barringer
January 25th, 2019

Billing and Account Management
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Quoted me one price and then changed it

(1.8 / 5)

  Was quoted Price Protection Plan 36 for 6.890 per kWh and charged 7.7790

GALE H. STERNER
January 24th, 2019

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Discontinued Services

(3 / 5)

  I did not have a problem with my gas when I had an account. The apartment I was living in had a fire so I had to cancel my service. I was suppose to get my deposit back but for about 2 months they have been telling lie after lie about my deposit the Reps wont let me speak to a supervisor. It's not a lot of money but like they want the monies for their services I want my deposit back. I Rep told me 3 weeks when the 3 weeks came i called back now they tell me it was applied to my account what account? Another told me they sent it to the bank.what bank.i never gave them any bank info. Why is it so hard to get my monies or even get the truth from this company. Hopefully someone will get in touch with me about this matter

Tonettej
January 22nd, 2019

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Worst Customer Service

(1 / 5)

  Went online 1/7/19 to sign up, and pay deposit of 275.00 after it processed it said order cancelled, called bank and they took that amount out of my account, immediately called customer service with order number that was assigned to me, the man I spoke to barely spoke English which worsened the situation, but he informed me yes they did charge but it's only pending and call back in the morning to see if payment went through, which it did, now agent says sees order but no payment, only a 99.00 payment made in December which u couldn't grasp because how would I made a payment when I have never had service with them again, situation worsened by not being able to speak English... Asked to speak to supervisor was refused and told no charges were made...
Called bank put stop payment because what a scam and ripoff be very wary, I'm just glad I had this experience before actually getting service from this company.

Raynulfo Vasquez
January 8th, 2019

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More than Just Energy

(4.8 / 5)

  There was a difference in the rate that I agreed to originally. I called them and they reviewed my initial request and gave me the original rate.
They have a very friendly app to review your useage.

Carehow
January 7th, 2019

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Stay Away! They Are Criminals!

(1.2 / 5)

  I canceled after one month when I was promised low rates, then received my actual bill for one month, which was $181 for a house that wasn't even occupied! They claimed this was for actual usage! After arguing and fighting this for 6 months, I finally paid it and promised to never use them again!

Ray M
December 12th, 2018

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Edds report

(5 / 5)

  Great

Edd Smith
September 28th, 2018

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Faulty Loopholes Double the Bill

(1 / 5)

  My bills with Just Energy have skyrocketed due to an expired contract. The total for the last three months was $622 and I live in a one bedroom apartment and I keep the temperature at 70 degrees. According to the Public Utility Commission of Texas website, which is linked below, "retail electric providers are required to notify residential customers at least 30 days before a contract expires". I was told by their costumer service representative, that Just Energy no longer sends out formal notification letters 30 days prior to expiration, instead they include the expiration date on the monthly bill, which is in a very obscure location in fine print. This practice is not an adequate attempt to notify customers that their contract is going to expire. It would appear that Just Energy is employing this faulty loophole to increase the likelihood that consumers will not notice or become aware of their pending expiration date, allowing the company to falsely justify charging the monthly variable rate.

I have called and attempted to reach a solution with Just Energy multiple times over the course of a month, every time I am told that they are investigating the situation and that a manager will call me back but I have not been able to reach anyone or receive an answer. Their customer service representatives are unwilling to offer the previous fixed rate from our initial contract, forcing me to either continue paying their extremely high rate, or seek out a contract with another company while rates are at their highest due to summer temperatures. It is very burdensome to find time in my schedule each week and attempt to resolve the situation over the phone for over an hour, only to be told that someone will call me back. Just Energy must know this and it would seem that their customer service practices make the process intentionally difficult so that consumers will grow weary and give up on reimbursement.

Public Utility Commission of Texas Website: https://www.puc.texas.gov/consumer/facts/faq/electricity.aspx

Mary E.
September 16th, 2018

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Scam

(1 / 5)

  These reviews are fake. This is the worse energy company charging 16.3 cent a kilowatt. Then they promised to fix my bill which was their error they keep transfer me from Colombia to India stay far away from this company!!!scam

Cliff
September 12th, 2018

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Best kept secret...

(5 / 5)

  They've gone above and beyond with customer care. I appreciated not feeling judged or shamed after my family had no other choice than to file a chapter 13. They didn't require a deposit and wasn't forced into contact. That was 5 years ago and I'm a proud and loyal customer for as long as they're in business!

Stacie
August 20th, 2018

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Good

(5 / 5)

  So far it's fine

Shay
August 12th, 2018

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Your Ripping Us Off

(3.4 / 5)

  Just Energy , i would say for 12 months luved up to its obligation.

Now as we enter our 13 month

Just energy wants to Bill Us almonth 300 for 1000k or so .

We will either work this out tomorrow or i will report them to the Texas Public Utility Board for fraud & not pay a red cent as they try to hijack my pocket book..

Un professional, fraud,
Broken Trust with Just

Darlene
August 2nd, 2018

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Worst Company

(1 / 5)

  Thi place is a joke!!! Do not sign up to this scam. Overpriced. Over charge. And a year after disconnecting the put another $150 fee on my account and threatened to turn me into collections. The left several messages to billing department and would not return my call. Could not get a live person for weeks and hours on the phone!!! They are a joke!

Kari S
July 27th, 2018

Hi Kari,
We apologize for the service that you have received. That's not the experience we want to provide. We value your feedback and have shared it with the appropriate teams.

Just Energy Responds August 22nd, 2018
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Scammers

(1 / 5)

  Their records show an account created and cancelled the same day but yet they cancelled my service with another provider. After sitting in gold for 49 minutes they sent me to a recording that the office was closed

Don't get service with these crooks
July 17th, 2018

Hello,

We apologize for the long hold time. It's not the service we strive to provide. We'd like to make this right. Can you send us a private message via Facebook message with your name, account number, city and state? We'll have a customer service agent look into it immediately.
https://facebook.com/JustEnergyUS/

Just Energy Responds July 25th, 2018
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Experience

(1 / 5)

  They are only good as long as your promotion is good, once your promotion is over, be ready to have what I call rip off. My monthly bill would normally be below 100 for a 3 bd house, after the 12 months contract, my bill went up to 300s and my current 2 months bill is 632. They also have the worst customer service. When you place a call, be prepared to wait for over 10 minutes to be serve and even when you get a chance to talk to someone, they are not helpful either, often times, you will get hang up on and have to start over again, very frustrating dealing with them to solve an issue. Comparing my experience with other companies, I would not recommend them based on what I did hit with.

KIP
July 13th, 2018

Hello,

We apologize for the service that you have received. That's not the experience we want to provide. We are also available via Facebook private message for customer service inquiries: https://facebook.com/JustEnergyUS/

Many customers who receive a high bill are actually just off contract. When your fixed agreement ends, you are switched over to a month-to-month plan which can vary depending on Market conditions. We'd love to have you back as a customer, and if you'd like to discuss fixed plan options, please call us at 1-877-240-3931. As an added bonus, you'll receive $100 in Perks Points.

Just Energy Responds July 25th, 2018
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Cheers for Just energy

(5 / 5)

  First of all my electric bill has been about 15% less overall than my previous electric company's bill. Secondly, I was recently laid off from work and have had a lot of problems making ends meet. Just energy has actually cancelled late fees and given me all the extensions I needed during these hard times. Also their rewards for customer loyalty aren't half bad. I highly recommend them.

Henry Simon
July 10th, 2018

Happy to have you as a customer, Henry. Cheers!

Just Energy Responds July 25th, 2018
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Awesome

(5 / 5)

  Pleasant experience

Stephanie
July 6th, 2018

Happy to serve you, Stephanie! Thanks for being a great customer.

Just Energy Responds July 10th, 2018
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They only post good reviews

(2 / 5)

  I've been a customer for 5 years pay my bills on time and never had any problems until the last couple of months. Customer service fail to follow through on the contract that I needed to place after mine expired. They said they call me they never did and they never left a message and called me a liar as to a new contract in new rates. I've called several times they have gouged me on my last bill because I didn't have a contract and they charge me $0.16 per kilowatt which I find very disgusting. All my other bills were at 12 and 13 cents per kilowatt I will never do business with anybody that treats me like you have treated me again. I called and requested a rewrite change on my last bill because I do live on Social Security and I can't pay the whole bill if that gouging rate. I have never been so insulted in my life do not ever do business with these people they told me no unless I sign a new contract at an outrageous and they have no good plans available I've already been offered a better plan with $100 signing bonus. Never been so disgusted my life with an electrical provider don't ever use these people and don't believe all the good comments

Nancy
June 22nd, 2018

Hi Nancy,

Thank you for being our customer for 5 years. We apologize for the service you recently received; it's not the experience we want to provide. Your feedback is valuable, and we will share it with the appropriate teams.

Many customers who receive a high bill are actually just off contract. When your fixed agreement ends, you are switched over to a month-to-month plan which can vary depending on Market conditions. We'd love to have you back as a customer, and if you'd like to discuss fixed plan options, please call us at 1-877-240-3931. As an added bonus, you'll receive $100 in Perks Points.

Just Energy Responds June 29th, 2018
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I do not recommend Just Energy

(1 / 5)

  In the summer of 2017, Just Energy had a booth/table at HEB in Sugar Land on Highway 6. Just Energy was promoting an electricity plan of "Free Nights 9pm-7am and a rate of 9.3kwh." They were handing out cards with this info on it. I still have the one they gave me. I signed up with Just Energy through the use of an IPAD. Somehow, the IPAD converted my plan to something else. Just Energy made a bunch of excuses and said that I signed for the Free Nights 9.3 promotion and that the bait and switch contract would get fixed. I then started dealing with a supervisor who eventually cut my bill in half in the beginning to try and fix the problem. Her name is Elena Cuellar. She acknowledged in emails that my issues needed to get fixed and that Just Energy didn't have a program to determine how much electricity was used at night versus during the day. This October 2017 email is the last email she sent until May 2018.

From: Elena Cuellar [mailto:ECuellar@justenergy.com]
Sent: Friday, October 13, 2017 5:27 PM
To: 'batucker@comcast.net'
Subject: RE: Your Just Energy eBill - Period (07/24/2017 - 08/17/2017 ) Due on 09/06/2017

Hi Mr. Tucker,

I totally agree with you, the fix is taking way to long. My sincere apology, Im still waiting for the new product (bundled Nights Free). At this time, if you provide me some more time ill waive half of your last invoice ($198.08 /2 = $99.04).

Thoughts.

Elena Cuellar
Call Center Manager

T 713.544.8111
5251 Westheimer Road, Suite 1000, Houston, Texas 77056
E-mail ecuellar@justenergy.com | Web justenergy.com


The whole marketing campaign appears to be a scam to get people to sign up and then bait and switch the customer and then try to wear him down with delays. After disappearing for 7 months, Ms. Cuellar emailed the following:

Hi Mr. Tucker,

I received your message and have your account flagged. Ive been out of pocket, my apologies for the late note. I can give you a call tomorrow, what is a good time for you?


Elena Cuellar
Call Center Manager

T 713.544.8111
5251 Westheimer Road, Suite 1000, Houston, Texas 77056
E-mail ecuellar@justenergy.com | Web justenergy.com


She never called. I have made 2 or 3 calls to Just Energy since that email and have been told that a supervisor will call me back. As of right now, a supervisor has not returned my calls. I talked to a supervisor today who said she would call me back by 1:00pm. Hopefully she will call me back. I do not recommend this company. As of today, I don't know what HEB's connection is to this company other than HEB let them inside their store to promote the "Free Nights and 9.3."

B. Tucker
June 5th, 2018

Hello Mr. Tucker,

We apologize for the service that you have received. That's not the experience we want to provide. Your feedback is valuable, and we will share it with the appropriate teams. We have escalated this matter to customer service leadership and will be contacting you directly shortly.

Just Energy Responds June 9th, 2018
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The lesser of two evils

(1.6 / 5)

  Okay most of the reviews on here or good but let's look at reality for billing department is not the greatest they are human sometimes their automated system works and sometimes it doesn't they hire a lot of customer service people that are only trained and uneducated not there ball as far as them being uneducated probably rewards you with perks I've had to call a couple times to get it updated my account and getting told a couple of different stories the rates are okay Again by I'm not real excited about any of the companies

Jeffrey G
May 21st, 2018

Hi Jeffrey,

We apologize for the service that you have received. That's not the experience we want to provide. Your feedback is valuable, and we will share it with the appropriate teams. For future customer service inquiries, we recommend downloading our app. You have access to easy bill pay, up-to-date bill prediction, and exclusive local rebates, directly from your smart phone. Download from the Apple iTunes store: https://apple.co/2IGMfS0 or Google Play: https://bit.ly/2LiwhiB

Just Energy Responds May 22nd, 2018
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Just Energy


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