Confusing sales tactics from energy supply company
We have a consumer caution report for you. Sales people from an energy supply company have been making their rounds door-to-door. The problem is, some customers say they're not clearly stating who they are and they ask to see energy bills. YNN's Karen Lee reports.
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CAMILLUS, N.Y. -- Carol Varre was home alone on a Tuesday afternoon when a young man came to her door. He said he wanted to see if a flower symbol was on her National Grid bill. She refused to show him her bill and told him to come back another time. Two days later, a female representative returned.
"I said, may I help you and she said, I'd like to know, I'm here to see if you have this symbol on your National Grid bill. Could you get the bill for me," said Varre of Camillus.
Varre once again told the salesperson to return when her husband was home. She came back later that afternoon with the same pitch.
"They wanted to see the bill. May we see the bill, do you have the bill, may we see it to see if you have the symbol on it? They kept concentrating on the symbol,” said Varre.
Varre said she felt suspicious and refused.
"My account number is right underneath there. Were they looking for something specific and maybe using that as a decoy?,” said Varre.
It was only after this third visit that Varre said the woman identified herself as an employee for Just Energy, not National Grid. It's an independent energy supply company that pitches fixed-rate electricity and gas prices.
In a statement, National Grid writes:
"National Grid does not conduct sales door-to-door, nor asks for customer account numbers at the home" It goes on to say: "Do not provide your utility account number or a copy of your utility bill to an ESCO representative unless you are interested in and ready to receive an offer."
When we reached out to Just Energy, they said that they could not comment about the specific incident with Varre and gave us this statement:
"Sales agents are trained and are fully credentialed; our materials are written in a clear and direct manner," and continues "In other words, our business practices in many ways meet and exceed NY state requirements for consumer protection."
The company received an 'F' from the Better Business Bureau and has hundreds of complaints that allege unauthorized enrollment in the program and misrepresentation of savings guarantees. Varre feels fortunate no information was given out.
"I've been around a while and I don't let just anybody in."
She wants to urge others to practice caution.
JUST ENERGY STATEMENT:
Just Energy offers price protection and peace of mind from energy volatility to customers in Canada and the U.S.
We do this through long-term, fixed-price energy contracts but provide other products as well. While I can’t speak to the conversation between our sales agent and the individual you cite below, I can tell you that customer satisfaction and quality of service is a fundamental part of how we run our business. As such, sales agents are trained and are fully credentialed; our materials are written in a clear and direct manner and a 3rd party verification customer call is conducted and a welcome letter sent, both of which clearly spell out the terms and conditions of our contract. In other words, our business practices in many ways meet and exceed NY state requirements for consumer protection.
NATIONAL GRID STATEMENT:
National Grid reminds its Upstate New York customers that to ensure confidence and security during service calls, all National Grid employees are required to carry company photo identification. Most, but not all National Grid employees also travel in clearly marked National Grid vehicles when providing service to residences and businesses.
The company reminds customers to always ask to see the National Grid company ID badge of anyone who says they are from National Grid. If you are an Upstate New York National Grid customer and are in any doubt as to whether an individual is a National Grid employee, tell the person to wait outside and call National Grid at 1-800-642-4272.
In addition, National Grid customers can choose to purchase their energy supply at competitive prices from a variety of suppliers known as Energy Service Companies (ESCOs) or Marketers. Some ESCOs contact customers through door-to-door marketing. ESCO representatives participating in door-to-door sales activities must not claim to represent National Grid or any other utility. National Grid does not conduct sales door-to-door, nor asks for customer account numbers at the home. In addition, ESCO representatives must display proper photo ID with their own company logo visible. Do not provide your utility account number or a copy of your utility bill to an ESCO representative unless you are interested in and ready to receive an offer. For a complete list of ESCOs, visit www.nationalgridus.com.