ComplaintsforNRG Energy, Inc.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  1. I DO NOT KNOW IF I AM DOING THIS RIGHT 87/24/7 CARE NRG WAS MY SUPPLIER WITH **** **** ***** MY DAUGHTER CANCELLED THIS CONTRACT A MONTH AGO AND THEY ARE STILL CHARGING ME IT IS BOT FAIR THEY CHARGED ME 394,OO WHICH I CAN NOT AFFORD TO PAY

  Business response

  12/08/2023

  NRG Home’s Response to BBB Case #********
  
  
  
  At NRG Home, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
  
  Issue
  
  NRG Home received a complaint on December 5, 2023, regarding the pricing of ****** ******** NRG Home electricity supply account.
  
  History
  
  ****** ****** enrolled this electricity supply account with NRG Home via inbound call on June 14, 2023. As part of the enrollment, Ms. ****** attested that she was at least 18 years old and was authorized to make changes on the account and was presented with and accepted the Disclosure Statements for the accounts, which contained all required terms of service, including that the electricity supply plan was for a 12-month term fixed supply price that continued on monthly variable pricing after the initial term.  The Disclosure Statement also expressly stated that NRG Home does not guarantee savings and that our monthly supply prices may be higher than the utility’s supply rates. Following the enrollment, on June 16, 2023, Ms. ****** was emailed a copy of the Disclosure Statement for the account, which further served to reiterate all the terms of the NRG Home supply plans, including the price terms and the right to rescind the enrollments. Ms. ****** did not exercise the right to rescind. On June 22, 2023, the enrollment was rejected by the local electricity utility, **** **** *****. Notice of the re On July 5, 2023, NRG Home spoke to Ms. ****** regarding the rejected enrollment to verify the customer number. The representative corrected the customer number and resubmitted the enrollment. **** **** ***** accepted the enrollment and the account started service with NRG Home on July 6, 2023, as determined by **** **** *****.
  
  
  On November 17, 2023, NRG Home received a call from ****** ********, the daughter of Ms. ******, requesting to cancel the electricity account. The representative immediately processed the cancellation request. The NRG Home electricity supply account service stopped on November 17, 2023, as determined by **** **** *****.
  
  NRG Home reviewed the account and confirmed Ms. ****** chose to enroll the account into a plan that was for a 12-month term fixed supply price that continued on monthly variable pricing after the initial term. These pricing terms were clearly detailed and explained in the Disclosure Statement presented to and accepted by Ms. ****** during the enrollment and emailed to her afterwards. The Disclosure Statement expressly stated that NRG Home does not guarantee any savings and stated that NRG Home’s monthly prices may be higher than the utility’s supply rates.
  
  Resolution
  Upon receiving this complaint, NRG Home called to speak to Ms. ****** regarding this BBB complaint on December 5, 2023. During the call, Ms. ****** stated that she has a charge on her bill from NRG Home which is not listed on her NRG account in our system. The representative requested that Ms. ****** email her invoice to NRG Home to have the invoice investigated.
  
  On December 6, 2023, NRG Home called to speak to Ms. ****** regarding this BBB complaint. Unfortunately, our contact attempt was unsuccessful, and a voicemail was left explaining the purpose of the call.
  
  On December 7, 2023, NRG Home called and spoke to Ms. ****** and explained that we have not received the email of the requested invoice. Ms. ****** passed the phone to her caregiver **** ***** who confirmed that she would send the invoice for further review. Until then, NRG Home considers this matter closed.
  
  For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
  
  Lea
  ***-***-****

  Customer response

  12/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  NRG  SPOKE RIGHTFULLY  IN  SOME ISSUES BUT THEY PROMISED LOWER RATES AND 50.00 BONUS IN 6 MONTHS  I HAVE HEARD FROM OTHER SOURCES  THAT NRG HAS/HAD  MANY COMPLAINTS  PLUS THEY ARE ALSO KNOW TO BE SCAMMERS  AND THE  AGENT THAT MY DAUGHTER SPOKE TO WAS VERY VERY RUDE  IF THIS IS NOT SETTLED THENI WILL GO TO PUC 
  
  Regards,
  
  ****** ******

  Business response

  12/12/2023

  NRG Home has reviewed Ms. ******'s rejection of our response.  The Disclosure Statement accepted at the time of enrollment expressly stated that NRG Home does not guarantee savings and that our prices may be higher than the utility’s supply rates. The account was only active for 5 months and therefore would did not meet the 6 month requirement to receive the $50 bonus.  Ms. ******'s complaint has been escalated and agents involved will be coached on this matter.  Lastly, Ms. ****** has filed a PA PUC complaint and NRG Home will respond accordingly.

  Customer response

  12/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I Requested yesterday after my Caregiver **** ***** talked to **** **** ***** and NRG and she contacted BBB and stated I did owe the money due to budget I was on, therefore requested BBB to close my requested for help with the BBB. I will then go on a budget with **** **** ***** for my electric bill. Please close as soon as possible for me for I can get on a budget with **** **** ***** Company. Thank you for all your help.
  
  Regards,
  
  ****** ******

• Initial Complaint

  10/07/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 6/2/2022, I was approached by an individual in the Philadelphia International Airport asking if I would sign up with an energy provider for 3 months and that if I did, they would give me 10,000 advantage miles for my American Airline advantage program. As I got to my boarding gate, I realized I'd been defrauded and called NRG and told them I wanted to cancel, the rep did not speak english as a first language and I knew that he did not cancel the program. As the year went on, I had not paid attention to my energy bill and then in August 2023, I noticed my bill had increased from $55-60 per month to $150 per month. When I looked at the charges I noticed there was another line item that said "Third Party Supplier" and that over a $100 dollar were this "third party supplier" which turned out to be NRG. On August 7, I called PSEG and told them what had happened. PSEG was familiar with NRG's scam and advised me to contact NRG immediately and tell them I wanted to cancel my contract immediately and revert my service back to PSEG. On August 7, 2023, I called NRG and told them I wanted to cancel my contract effectively immediately and wanted to revert back to PSEG. The representative attempted to give me a hard time until i told her if she didn't cancel the contract immediately, I would be contacting the BBB. She eventually acquiesced and canceled both my electric and gas contacts. The cancellation confirmation for electric was: ***** The cancellation confirmation for gas was: ***** The representative told me my contracts were canceled any my service was reverted back to PSEG. On 10/7/2023, I noticed my bill was still very high. I went on my PSEG account and saw NRG was still taking their money out. The service date was for 8/15/2023 - 9/13/2023. I canceled my contacts on 8/7/2023 and they still continued billing me. This company defrauded me for an entire year and I want my money back - at minimum from the confirmed date of cancellation.

  Business response

  10/10/2023

  NRG Home’s Response to BBB Case # ********
  
  
  At NRG Home, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
  
  Issue
  
  NRG Home received a complaint on October 9, 2023, regarding ****** ******’ NRG Home natural gas and electricity supply accounts.
  
  History
  
  Ms. ****** enrolled her natural gas and electricity supply accounts with NRG Home at a Philadelphia International Airport in Philadelphia, PA on June 2, 2022. As part of the enrollment, Mrs. ****** attested that she was authorized to make changes on the accounts, supplied all account information, and was presented with and accepted the Terms of Service, which contained all required disclosures, including that both supply plans were for 3-month introductory price plans and continued on monthly variable pricing after the introductory periods. The Terms of Service also expressly stated that NRG Home does not guarantee savings and that NRG Home’s prices may be higher than the utility’s supply rates. Following the enrollment, on June 2, 2022, the Terms of Service for both supply accounts was emailed to Ms. ******, which further served to reiterate all the terms, including the price terms and instructions about the right to rescind the enrollments. Ms. ****** contacted NRG Home June 2, 2022, to exercise her right to rescind, and because the accounts were not in our systems to access, she was instructed to call back within 24 hours to rescind. NRG Home did not receive a call the next day to rescind, and Ms. ******’ supply accounts started service with NRG Home on July 15, 2022.
  
  On August 7, 2023, NRG Home received a call from Ms. ****** requesting the cancellation of her accounts. The cancelation requests were processed immediately, and the electricity supply and natural gas accounts ended service with NRG Home on September 13, 2023, as determined by PSE&G.
  
  
  Resolution
  NRG Home called Ms. ****** to discuss his complaint and share these findings on October 9, 2023. The representative reviewed the enrollment and calls with Ms. ****** and determined that the enrollments should have been rescinded on June 2, 2022, and a price adjustment for the difference between the price invoiced by NRG Home and the utility's default rate for the life of the accounts was processed and offered to resolve the complaint. Ms. ****** accepted the offer as a satisfactory resolution of her concerns. NRG Home considers this matter closed.
  For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
  
  Victoria
  NRG Home
  ###-###-####

  Customer response

  10/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** ******

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/04/2023 I made a claim to NRG ********* **** which a child company of NRG Energy that offers protection plans on HVAC units. I specifically have a maintenance plan and have been misled about what it covers a few times now. I have paid $17.99 a month for 5 years now and never made a claim on the protection plan. Finally I made a claim due to an issue I had with a storm that hit my area and blew a fuse and capacitor. While he was out there I made a claim and told him to perform whatever maintenance he saw that would normally need to be done as well. So he cleaned the indoor fan unit and reinstalled the same fan. I then submitted the invoice that had all of the work done on it and then just a few hours later received a reply stating that my plan only covers maintenance so nothing is covered. I then replied to that email and sent an additional email stating that the blower fan work was considered maintenance. 4 days pass and I hear nothing from them so I decided to call today 08/08/2023. I dial option 2 to then hear one ring and immediately am hung up on which I repeat twice, so I call a third time and press option 3 for billing and get a woman. Just a couple minutes into explaining my situation I get an email stating that the blower wheel isn't covered under their maintenance plan, so I pull up the list on their website of what is and isn't covered and nowhere does it state that a blower wheel isn't covered and I have my copy to prove it. The email also happened to come just minutes after they hang up on me twice. I explain to her the situation then and she tells me that I was denied due to having repair costs and maintenance costs on one invoice. So I contacted Five Star Heating and Cooling and resubmitted the invoice with just the maintenance costs on it and am now awaiting a reply again.

  Business response

  08/17/2023

  August 17, 2023         
  
  
  Better Business Bureau
  The Dispute Resolution Team
  **********************************************************************************************************************************
  
  
  Case # ******** *******************
  
  
  To Whom It May ********************** at Direct Energy Protection Plan (DEPP) would like to extend our sincerest apologies for any inconvenience that *** have been caused. We have made several attempts to reach out to *********** and have left voicemails regarding his Air Conditioning maintenance claim.After reviewing his claim, we found that it was deemed ineligible as the invoice included repair costs, which are not covered by the maintenance plan.However, in appreciation of his loyalty, we are willing to offer reimbursement for the dispatch fees. We have communicated this offer to him via email and are awaiting his response.
  
  We deeply regret any frustration or inconvenience that ************ *** have experienced during this process. If there are any further questions or concerns, please feel free to contact me directly. 
  
  
  Sincerely,
  
  *************************
  Customer Relations Specialist

• Initial Complaint

  07/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have made over 6 complaints in the last 6 months regarding billing, services and technical support. ( ****** System) I filed a police report regarding an attempted break in of my vehicle that my camera did not capture but my neighbors cameras captured the incident. I called into ****** and reported the incident to the police. They came out and took finger prints and filed an official report. The next day, a ****** agent came out and installed a DVR/Smart PlayBack system so it's recording 24/7. He got on the phone with the customer service line and the DVR was given to me for FREE because of the non working cameras. He confirmed that he put it in as a credit verses a invoice and all was done. For the last 3 months, I've been getting a bill stating I owe 267.49 for the DVR system when in fact, the agent Jeff confirmed this was free of cost. I've called in over 6 times to rectify this situation with no resolve. On top of that, I am being harassed, as someone has broken into my cloud account and has access to my Camera. I've called in over 6 times regarding this incident as well. My alarm has been turned off, persons detected when NO one was there, missing play back video sections on the DVR, and I am positive someone was in my home. As I left my voice memo running on my phone. I've asked for help, and NO ONE in the Florida area as been able to assist. I am being targeted and harassed and my complaints not taken seriously. I am in fear of my safety at this point and will need to make another police report if this is not dealt with.

  Business response

  08/01/2023

  ****** is an affiliated service of NRG Energy Inc. but ****** is not associated with NRG Home electricity supply service.  This complaint has been forwarded to the ****** Customer Service team and the customer can expect to be contacted by the ****** customer service team shortly.

  Customer response

  08/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Regards,
  ******* ******

• Initial Complaint

  03/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I just received a notification that my electric and natural gas supplier's were being chito NRG retail solutions. I have never heard of this company or authorized any changes. I had it stopped but I still want to know how this happened. I also would want a refund for any charges from NRG since I never asked to be switched.

  Business response

  03/28/2023

  NRG Home’s Response to BBB Case # ********
  
  
  At NRG Home, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
  
  Issue
  
  NRG Home received a complaint on March 17, 2023, regarding ***** ******** NRG Home electricity supply account.
  
  History
  
  Mr. ******’s son, whose name is also ***** ******, enrolled this electricity supply account with NRG Home at ******* in King of Prussia, PA on March 4, 2023. As part of the enrollment, Mr. ****** attested that he was authorized to make changes on the accounts and was presented with and accepted the Disclosure Statement, which contained all required disclosures, including that the electricity supply plan was for a 3-month introductory price and continued on monthly variable pricing after the introductory periods. The Disclosure Statement also expressly stated that NRG Home does not guarantee savings and that NRG Home’s prices may be higher than the utility’s supply rates. Following the enrollment, on March 5, 2023, the Disclosure Statement for the electricity supply account was emailed to Mr. ******, the son, which further served to reiterate all the terms, including the price terms and instructions about the right to rescind the enrollments. Mr. ****** did not contact NRG Home to exercise his right to rescind, and the electricity supply account started service with NRG Home on March 17, 2023, as determined by the local utility, PECO Energy.
  
  On March 18, 2023, NRG Home received an inbound cancellation for the account from PECO. The NRG Home electricity supply account service ended on March 23, 2023, as determined by PECO.
  
  NRG Home found no communications from Mr. ****** prior to this complaint.
  
  NRG Home reviewed the enrollment and confirmed Mr. ****** attested he was authorized to enroll the account and provided his Pennsylvania driver’s license to be scanned during the enrollment. Additionally, as a part of this enrollment, Mr. ****** was emailed a gift card to: [email protected]. NRG Home’s documentation confirms the enrollment was authorized.
  
  
  Resolution
  NRG Home called Mr. ****** at the number on file to discuss his complaint and share these findings on March 21, 2023The representative reviewed the enrollment and Mr. ****** confirmed that he is the son and he enrolled the account. He also confirmed that his father, ***** ******, was the one who filed the complaint. The line disconnected and the call was not completed. NRG Home called again on March 22, 2023 and March 23, 2023 but unfortunately, was unsuccessful in reaching Mr. ******, the father. If Mr. ****** returns our calls, we will be happy to assist him with his account. Until then, NRG Home considers this matter closed.
  For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
  

  Customer response

  03/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ****** I talked to my son and he told me that he was under the impression that he was only doing a survey. He does not make the decisions about the choice of energy supplier. I have already corrected the mistake and have no desire or need to talk to anyone from NRG. If I want to change supplier's I will make that choice and it will not be from someone bothering me while I am tryin g to shop. Do not try calling me.

• Initial Complaint

  12/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was asked by an NRG representative at ******* to switch to their company due to their rates being cheaper than **** energy that I had at the time. I was new to Ohio and didn't realize I had a choice like that so I asked if it would keep my bill lower and they stated yes and I would see a big difference. I didn't know what to expect because I didn't know how to properly read my electric bill so I kept on paying the bill and never saw a decrease but it started going up instead. I thought I was using more energy but I found out thru **** I've been paying well over double with NRG for 3 years now and I'm extremely upset I was taken advantage of so badly. This company is dishonest and misleading to say the very least without getting ugly. I just switched back to **** last month and my bills have went from nearly $400/month with NRG down to $150/month thru **** (my original provider that NRG said was over charging me). I will tell everyone I see at those little kiosks to beware they're extreme scammers. I have been struggling to pay the electric bills for years and finding out I was scammed is just sad.

  Business response

  01/09/2023

  At NRG Home, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
  
  Issue
  
  NRG Home received a complaint on January 1, 2023 regarding the pricing of ****** *****’ NRG Home electricity supply account.
  
  History
  
  Ms. *****’ electricity account was enrolled at an in-person at ******* on May, 31, 2018 and the account started service with NRG Home on June 21, 2018, as determined by the local utility company, **** Energy.  During the enrollment, Ms. ***** was presented with all required disclosures and accepted the terms associated with the NRG Home introductory 3-month variable supply price plan. Ms. ***** was informed of her right to rescind the agreement.  Following enrollment Ms. ***** was sent a copy of the Terms of Service. Ms. ***** did not exercise her right to rescind, and the account started service with NRG Home on June 21, 2018as determined by the local electricity utility, **** Energy.
  
  Prior to receiving this complaint, NRG Home was not contacted by Ms. *****. On November 24, 2022, NRG Home received an inbound cancellation for the account from **** Energy. The account stopped service with NRG Home on December 21, 2022, as determined by **** Energy.
  
  Resolution
  
  Upon receiving the complaint, NRG Home conducted an investigation into Ms. *****’s claims. In regard to her allegation of being misled about her month to month variable pricing program. NRG Home determined that Ms. ***** was presented with and accepted the Terms of Service during the enrollment of her account and was sent a copy of the Terms as well. The Terms explained that her introductory pricing was for the first 3 months and variable thereafter with no guarantee of savings.
  
  NRG Home spoke with Ms. ***** on January 5, 2023, to discuss this complaint and share these findings. Although our variable- priced program was clearly explained within the Terms of Service, NRG Home offered to assist Ms. ***** with a price adjustment Ms. ***** has accepted our offer to resolve this complaint. We now consider this matter closed.
  
  For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
  
  Victoria
  ###-###-####
  
  

  Customer response

  01/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *****

• Initial Complaint

  12/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company raised their prices significantly without any notifications. I called to try and get a reimbursement and they would not budge. Was a total scam/rip off.

  Business response

  12/19/2022

  NRG Home’s Response to BBB Case * ******** 
  
  
  At NRG Home, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
  
  Issue
  
  NRG Home received a complaint on December 13, 2022, regarding the pricing of Ms. ********** NRG Home electricity supply account.
  
  History
  
  *** ******** enrolled her electricity supply account with NRG Home by phone on February 25, 2021. As part of the enrollment, representative who enrolled this account read a disclosure explaining the program terms to her to which she agreed. We also emailed the Terms of Service for the account to the same email address attached to this complaint. Included in that email was the information that the electricity supply plan was for a 3-month introductory price which continued at monthly variable pricing after the introductory period. The Terms of Service also expressly stated that NRG Home does not guarantee savings and that our monthly supply prices may be higher than the utility’s supply rates. Ms. ******** did not exercise the right to rescind, and the electricity supply account started service with NRG Home on March 10, 2021, as determined by the local utility, ***** 
  
  On December 1, 2022, NRG Home received a call from Ms. ******** requesting the cancellation of the account. The cancellation request was processed immediately, and the electricity account stopped service with NRG Home on December 6, 2022, as determined by *****
  
  Resolution
  
  Upon receiving this complaint, NRG Home called Ms. ******** regarding this BBB complaint on December 15, 2022. NRG Home reviewed the enrollment details and pricing terms of the accounts with Ms. ********. Ms. ******** was offered and accepted a price adjustment as resolution of this complaint. NRG Home considers this matter closed.
  
  For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
  
  Lea
  ************

• Initial Complaint

  07/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went shopping at ******* June 15 and was cornered by 2 young girls that gave me a $20 gift certificate and switched my energy provider to NRG!Today I received notice that my first months *********** after the switch increased $52!BEWARE, BEWARE, BEWARE!SCAM, SCAM, SCAM!I want my old energy provider back immediately!*************** ****************************************************************** ************

  Business response

  08/03/2022

  ********* Response to BBB Case # ********
  
  At *** Home, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
  
  Issue
  *** Home received a complaint on July 25, 2022, regarding Mr. ***** billing with *** Home.
  
  History
  *********** has been a customer of *** Home since July 2022.
  ************ enrolled his account with *** Home on June 15, 2022. As part of the enrollment, he attested that he was authorized to make changes on the account and was presented with and accepted the Terms of Service for the account, which contained all required disclosures, including that the electricity supply plan was for a 3-month variable price plan, which continued at monthly variable pricing after the introductory period.   The Terms of Service also expressly stated that *** Home does not guarantee savings and that our monthly supply prices may be higher than the utilitys supply rates. On June 15, 2022, ************ was mailed the Terms of Service for the account, which further served to reiterate all the terms of the *** Home supply plans, including the price terms and the right to rescind the enrollment. 
  *** Home has not received any calls from the phone number listed on the complaint.
  Resolution
  Upon receiving this complaint, *** reached out to ************ regarding this BBB Case on July 28, 2022. On that call, ************ acknowledged enrolling with *** Home, but felt his most recent **** was higher than it should be. We explained his account started service July 25, 2022, so *** had no impact to his last ****. We also reviewed the pricing on his plan and explained the price for his supply with *** Home is currently lower than his local utility. We also discussed his account and plan. ************ decided to remain a current *** customer and stated his concerns were resolved. We consider this matter closed.
  
  For any additional questions about this concern, please contact me at the number below. Im available Monday through Friday from 8 a.m. to 5 p.m.
  
  Victoria
  ************
  
  

• Initial Complaint

  04/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Electric **** is sky high and I have been trying to Cancel to no avail They said they would cancel at two different times but never did Rip off

  Business response

  05/03/2022

  ********* Response to BBB Case # ********
  
  At *** Home, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
  
  Issue
  *** Home received **************** complaint on April 29, 2022, regarding the cancelation of her electricity and natural gas supply accounts with *** Home.
  
  History
  ************** has been a customer of *** Home since October of 2021.
  ************** enrolled her electricity and natural gas supply accounts with *** Home. As part of the enrollments, ************* attested that she was authorized to make changes on the account and was presented with and accepted the Disclosure statement for the account, which contained all required disclosures, including that both the electricity and natural gas supply  plans were for a three-month introductory price variable plan, which continued at monthly variable pricing after the introductory period.   The Disclosure Statement also expressly stated that *** Home does not guarantee savings and that our monthly supply prices may be higher than the utilitys supply rates. On October 10, 2021, ************* was emailed the Terms of Service for the accounts, which further served to reiterate all the terms of the *** Home supply plans, including the price terms and the right to rescind the enrollment. 
  On February 14, 2022, *** Home received an inbound cancelation request from **************** local utility for her electricity account. The request was processed immediately, and the electric account ended service with *** Home on March 28, 2022, determined by the utility.
  Resolution
  Upon receiving this complaint, *** Home requested a cancelation of the natural gas account and the account ended service with *** Home on April 28, 2022,determined by the local utility company.  We reached out to ************** regarding this BBB Case on May 2, 2022 and explained that the utility determines the service end date for supply accounts and we confirmed both accounts are now canceled. ************* stated this resolves her concerns. We consider this matter closed.
  
  For any additional questions about this concern, please contact me at the number below. Im available Monday through Friday from 8 a.m. to 5 p.m.
  
  Victoria
  ************
  

• Initial Complaint

  04/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My electric **** has skyrocketed. We went from paying $80-$100 a month to nearly $300. We called our electric company and they said a third party supplier contacted them and said we started a contract with them, NRG, when we did not. We did not sign up or agree to anything with them. We have been on the phone for hours already and no one from NRG will answer. We cannot get in touch with NRG to find out how they got added or to cancel their services.

  Business response

  04/06/2022

  ********* Response to BBB Case # ********
  
  At NRG Home, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
  
  Issue
  NRG Home received ******************* complaint on April 4, 2022, disputing the enrollment of his electricity supply account with NRG Home.
  
  History
  ****************** has been a customer of NRG Home since June of 2020.
  ****************** electricity supply account was enrolled into the Standard Offer Program (***) with NRG Home by his local utility, Penelec, on May 28, 2020. NRG Home is obligated to process *** referrals from the utility and enroll referred customers.  NRG Home cannot speak to how the program was described/explained by the utility to ******************.Following the enrollment, on May 29, 2020, ****************** was emailed a copy of our Disclosure Statement detailing the full terms, including his right to rescind the agreement. ****************** did not exercise this right and began service with NRG Home on June 6, 2020 as determined by Penelec.
  NRG Home has mailed notice that the *** pricing was ending as well as Price Change Notifications to ****************** informing him when his pricing was changing on the account.
  Resolution
  Upon receiving this complaint, NRG Home investigated ****************** concerns and spoke with ****************** regarding this BBB Case on April 4, 2022. We explained the *** program, and that the enrollment came from his local utility. ****************** requested the account canceled. We requested the account canceled and gave ****************** the time frame to be back with his local utility and offered ****************** a courtesy credit to amicably resolve his concerns. ****************** accepted the resolution credit and stated the concerns were resolved.  The account will end service with NRG Home May 3, 2022, as determined by the local utility. We consider this matter closed.
  
  For any additional questions about this concern, please contact me at the number below.Im available Monday through Friday from 8 a.m. to 5 p.m.
  
  Victoria
  ************
  

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