ComplaintsforThink Energy
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/07/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Think energy is claiming that I signed a 2 year contract with them, yet fail to provide proof, after I requested they provide it, of said signed contract. They are claiming that per this “contract” that after two years they will double my rate, unless I agree to another contract. Again, I never signed the contract and they’re refusing to provide the proof I am requesting. All prior energy bills have been $100-200, and all of the sudden I received a $1600 bill from them. They are stating that they even sent us notices that this “contract” was going to expire. Again, asked for proof of these notices…and they are refusing to provide the proof. We are not disputing that electricity was used, but I refuse to pay the doubled rate, unless they can provide proof of the contract that I signed, and notices that they said they sent (which I never received).Initial Complaint
03/04/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
The ownership of Think Energy changed in November of 2022. Since that date, there has been constant problems with billing. To date, it appears that I have been overcharged more than 400 dollars. I have made multiple requests to speak with a supervisor. I was told a supervisor would contact me within 48 hours. I have sent several follow up emails and have yet to hear from a supervisor. The original 48 hours has long since past. The inaction of this company and failure to respond is reprehensible and leads me to believe they may actually knowingly engage in over billing!Initial Complaint
01/06/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
They have shut off my electricity even though I have been paying my bills. Now they won’t answer the phone. I cannot get in contact with anyone and am completely without power. My balance shows zero dollars. I never received a bill for anything. This is criminal.Business response
03/13/2023
Hi Campbell, we apologize for the delay in response. Think Energy has gone through quite a few changes since you were a member one of the changes being that we are under new ownership. With that being said, I do want to apologize that you didn't receive the answers you were looking for from the previous customer service. Since being acquired by new management we have increased our customer service efforts and have had each our of representatives go through an extensive amount of training.
I looked into your account and our records show that correspondence was mailed to you on 11/02/22 that provided information about the transfer of your account from Think Energy (Engie Retail) were acquired by MI Texas REP 2 dba Think Energy. The letter stated that they were moving your existing contract to MI Texas REP 2 dba Think Energy, and the transition would take affect starting 11/03/22. Once the transition was completed you would have received a final invoice from Think Energy (the “Final Invoice”) for the service dates from your most recent invoice until the day of the switch to MI Texas REP 2 dba Think Energy. This Final Invoice should be paid to Think Energy just as your previous invoices have been.Initial Complaint
09/16/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
My mother received her electric bill. She lives by herself and her bill was half of her monthly SSI check. $400 for the month. Her bill was $40 to $70 a month. When she called me I looked at the bill and notifyed *****. They said she now has ENGIE as her provider. I want to cancel this company but ***** said they can only submit the request but that I have to contact them also in order to switchback to *****. I have spent days trying to call them and can not get anyone on the phone. They know this I believe and have all these different numbers and keep switching all over and have to wait for a customer rep to get on. After so long, they say Sorry you have the wrong dept. I will switch you. And the game goes on. They know they have to be contacted first so they string you along as much as possible. I would like to know who authorized them to switch the account. This is a scam and the seniors are being taken advantage of. ***** has so many complaints that they are having a meeting today to see what they can do. Their phone lines do not stop ringing and its because of the 3rd party electric supplier. They don't answer any calls because they know people want to cancel so the people get mad and call *****.Business response
10/03/2022
At the outside, ENGIE Retail, LLC (d/b/a Think Energy) notes that Mr. Barnat (the "Complainant") filed a complaint against Think Energy on behalf of their mother (the "Customer"). Additionally, upon review, Think Energy was able to determine that the Complainant successfully reached Think Energy's customer service team on 9/16/2022. The Complainant did not need to make multiple phone calls to reach Think Energy. Instead, a single phone call by the Complainant to Think Energy sufficed. During the phone call, the Complainant indicated that their concern was about the Customer's gas bill. Think Energy does not supply gas services. Think Energy is an electric supplier.
If they have yet to do so, the Complainant should contact ENGIE Power and Gas. The following number will connect the Complainant to ENGIE Power and Gas' customer service team: (855) 327-6937.
Customer response
10/05/2022
Better Business Bureau:
That response is not correct. ENGIE and Plymouth Rock Energy is the supplier for the electric, not gas. I never mentioned gas. I also never mentioned Think energy. The BBB added that name. I guess thats the parent company. I called so many times as I mentioned. It took me days to get someone on the phone that could help. If you call that number that they mentioned sometimes another company answers by message only. Must be a service that takes calls for multiple companies. I finally managed to get a year worth of refunds due to the super high bills received. They still did not answer my question. Who authorized them to switch the account from ***** to ENGIE. They never said a thing about that or showed who signed or authorized the change. This sounds like a scam to me.
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Customer Complaints Summary
10 total complaints in the last 3 years.
0 complaints closed in the last 12 months.