Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/22/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, February 28, 2025, a little after 5pm, I entered ********* **** ****** at *** **** **** *** in **** ****, MA. As I walked through the produce section, a man named {redacted for BBB purposes} approached me with an iPad. He was wearing a vest that said ********** on it and he asked me if I wanted to reduce my ********** electric bill. I told him I did and noticed others like him approaching other customers in the store as well. This man was not actually from ********** it turned out, but from this company NRG Home. He took advantage of me being an immigrant, low-income, and disabled. Also it being rush hour traffic on a Friday added to the confusion he capitalized off of. The next day, I found an email in my inbox saying “Welcome to NRG”, which was how I found out this was a scam orchestrated by NRG Home. A quick online search found that this is a common scam among grocery stores that primarily cater to “low-income” and immigrant communities. The stress from this entire ordeal caused my blood sugars to fluctuate at extreme levels since I am a type 1 diabetic. This whole ordeal also caused a lot of stress to my entire household (my roommates). I tried to reach out to NRG several times: On March 6, 2025 at 2:16pm I called NRG to cancel the account they set up in the grocery store. I also reported my complaint about being so severely taken advantage of. She gave me a confirmation code: *****. She told me someone may or may not reach out to me further. I On March 10, 2025 at 3:55pm I received a voicemail from NRG (phone number: ###-###-####) saying the complaint was sent to an “agents manager”. The voicemail also said to reach out with further questions. On March 13, 2025 at 1:07pm I called NRG again to see how we can resolve the issue. I was told nobody was available to help me and was given a ticket number for my complaint: ******. I have not heard back about any of this since. As of this writing it is Saturday March 22, 2025 1:21pm.

  Business Response

  Date: 04/02/2025

  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 22, 2025, regarding the solicitation practices of a sales agent and disputing the enrollment of ********** *********** NRG Home electricity supply account.
  
  History
  
  Ms. ********* enrolled this electricity supply account with NRG Home at ******* in **** ****, MA on February 28, 2025. 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 Terms of Service for the account, which contained all required terms of the plan, including that the electricity supply plan was for a month-to-month variable price with 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. Following the enrollment, Ms. ********* was emailed the Terms of Service for the account, which further served to reiterate all the terms of the NRG Home supply plan, including the price terms and the right to rescind the enrollment. Ms. ********* exercised the right to rescind, and the electricity supply account will not start service with NRG Home, as determined by the local electricity utility, ********** Energy.
  
  On March 3, 2025, NRG Home received a call from Ms. ********* disputing the enrollment and requesting to cancel the account. The representative immediately processed the cancellation request. The NRG Home electricity account will not start service, as determined by ********** Energy. During the call, Ms. ********* asked to speak to a supervisor because she wanted to be compensated for her convenience. NRG Home offered for a follow up call from a supervisor, which Ms. ********* accepted.
  
  On March 8, 2025, NRG Home received a notification from ********** Energy confirming that the NRG Home electricity supply account will not start service.
  
  On March 10, 2025, a supervisor called Ms. ********* about her enrollment and experience. Unfortunately, our contact attempt was unsuccessful, and a voicemail was left and requesting that she call back.
  
  On March 13, 2025, NRG Home received a call from Ms. ********* who wanted to confirm that the rescission request was processed and to make sure that an investigation had begun regarding her enrollment experience. The representative confirmed that the recission request was successfully processed and that the account will not start service and that the issue was currently being investigated.
  
  Resolution
  
  Upon receiving this complaint, NRG Home investigated the enrollment can confirm that the rescission request was successfully rescinded. Ms. *********** description of the sales interaction is not in line with NRG Home’s Code of Conduct. All sales agents are required to immediately identify themselves to the prospective customer by clearly stating their name, identifying themselves as a representative of NRG Home, and the purpose of the solicitation. Ms. *********** concern has been escalated to our Sales Quality team for further investigation and any appropriate action will be taken to prevent future occurrences. 
  
  NRG Home called Ms. ********* to discuss her complaint and share our findings on March 24, 2025, March 25, 2025, and March 26, 2025. Unfortunately, our contact attempts were unsuccessful, and voicemails were left each time explaining the purpose of the call and requesting Ms. ********* return our call. Should Ms. ********* decide to return NRG Home’s calls, we will be happy to share our findings and assist Ms. ********* with any remaining concerns regarding her 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 Answer

  Date: 04/02/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I have not received any phone calls from NRG on the dates specified in their message (3/24, 3/25, 3/26). 
  at the end of their message they said to reach out to them via phone at a number that was never actually listed in their message.
  
  Regards,
  
  ********** *********

  Business Response

  Date: 04/07/2025

  It is unfortunate that Ms. ********* remains dissatisfied with NRG Home's response.  An NRG Home representative spoke with Ms. ********* on April 3, 2025, and confirmed the enrollment with NRG Home was rescind, that she will not begin supply service with NRG Home and that there should be not impacts to her utility service nor to any programs she was enrolled in through the utility.  The representative also confirmed that her concerns were escalated to NRG's Sale Quality Team and any appropriate actions will be taken to prevent future similar occurrences. Ms. ********* voiced she was still dissatisfied with the response. Although there was no impact to her utility account and no costs incurred, Ms. ********* is seeking $5,000 for physical and emotional impacts.  NRG Home apologizes for the negative interaction she experienced but will not be providing the compensation she is seeking. NRG Home also strongly denies any unsupported, unfounded accusations by Ms. ********* of a connection between NRG Home and an EBT scam.  NRG Home considers this matter closed. 

• Initial Complaint

  Date:02/17/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was swarmed by NRG reps at *******. At the time they said it was just electricity, they never even attached my gas account. A few months later they showed up on my gas bill and out of no where started double almost tripling my rates. It is absolutely ridiculous. This is such a scam. Stay away from this company.

  Business Response

  Date: 02/26/2025

  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 February 17, 2025, disputing the enrollments of ***** ******** NRG Home natural gas supply account.
  
  History
  ***** ****** enrolled the electricity and natural gas supply accounts with NRG Home at ******* in ******* ** on April 27, 2024. As part of the enrollments, *** ****** attested that he 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 account, which contained all required disclosures, including that both the electricity and natural gas supply plans were for a month-to-month variable price with a 3-month introductory price which continued at monthly variable pricing after the introductory period. The Disclosure Statements 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 enrollments, on April 28, 2024, *** ****** was emailed the Disclosure Statements for both the electricity and natural gas supply accounts, 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. *** ****** did not exercise the right to rescind, and the electricity supply account started service on May 9, 2024, as determined by Duquesne Light. The natural gas supply account started service with NRG Home on June 5, 2024, as determined by the local natural gas utility, ******* ********* ****
  
  On July 24, 2024, NRG Home received a call from *** ****** requesting get the account numbers for both the electricity and natural gas supply accounts to set up online accounts in the NRG app. Pricing options were reviewed for the electricity account only. Once those options were reviewed, *** ****** requested to cancel the electricity supply account. The representative immediately processed the cancellation request. The NRG Home electricity supply account stopped service on July 28, 2024, as determined by Duquesne Light. The cancellation of the natural gas supply account was not discussed, and no changes were made to the account.
  
  On February 17, 2025, NRG Home received a chat message from *** ****** requesting to cancel the natural gas supply account. NRG Home processed the cancellation request. The NRG Home natural gas supply account is scheduled to stop service on March 7, 2025, as determined by ******* ********* ****
  
  Resolution
  
  Upon receiving this complaint, NRG Home investigated the enrollments and account history for *** ******’s electricity and natural gas supply accounts.  NRG Home confirmed *** ****** attested he was authorized to make changes on the accounts and provided all the required information and signatures required to do so.  Additionally, *** ****** provided his Pennsylvania driver’s license to be scanned at the point of enrollments, confirming his identity and that he resides at the service address.  *** ****** also called on July 24, 2024, and was aware at that time that the natural gas account was receiving supply service from NRG Home. NRG Home’s documentation confirms that the enrollments were authorized. Lastly, The Terms of Service also expressly stated that NRG Home does not guarantee savings and that our prices may be higher than the utility’s supply rates. NRG Home has confirmed that the account was invoiced in accordance with the pricing terms as described in the Disclosure Statement.
  
  NRG Home called *** ****** to discuss his complaint and share our findings on February 19, 2025.  The representative explained the enrollment process and confirmed that he enrolled both the electricity and supply accounts. *** ****** stated that he canceled both accounts during the July 24, 2024 call. NRG Home clarified that only the electricity supply account was requested to be canceled during the call but as NRG Home is committed to customer satisfaction, a price adjustment was offered for the natural gas supply account invoices back to August of 2024. *** ****** accepted the offer as a satisfactory resolution to his 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

  Customer Answer

  Date: 02/26/2025

  [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

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** has provided UNAUTHORZED electric service to my family for 13 years. Because our utility bills are paid automatically we assumed that they provider and billing was provided by *************. *************, after an issue with our electricity, explained that my supplier was ***. I immediately discontinued service with *** September 2024. Since then I have pursued a settlement. *** reviewed the bills and admitted to overcharging (from Pecos rate comparison) for 3 years $3015. which they offered me, to go away. I rejected that and asked for a minimum of 5 years, which was less than half the time they provided electric "Unauthorized" to me. they agreed to $7950. overcharges for the past 5 years then called me back 1 hour later and said they would only give me 3 years. They provided me with my signature authorization which I evaluated and determined that it is absolutely not my signature. I provided them with multiple signatures going back 12 years. NRG is minimizing my complaint. After reviewing the number of FRAUD cases and settlements against NRG and Reliant Energy is staggering.

  Business Response

  Date: 02/12/2025

  Mr. ***** has submitted identical complaints through various other agencies, which have all been dismissed. Mr. ***** currently has a formal complaint open with the PA *** for this complaint and ******** is working to reach a resolution of the complaint in that venue. In light of the Mr. ******* open formal PA PUC complaint; *** Home will be working with the PA PUC to resolve the complaint and not via the Better Business Bureau. 

• Initial Complaint

  Date:01/31/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed up with NRG in 2021, the initial contract for 90 days included a fixed rate and after 90 days, since we didn't cancel, the rate became variable. NRG claims that they only notify customers of expired contracts if they sign up for 6 months or more but not 90 days. All of these years, we were paying triple to quadruple amount of what we should've been paying for our Nicor bill. We paid over $5,000 in overcharges and NRG offered us a $75 settlement for Nicor and $75 for our ComEd bill. This is unacceptable and not the way to do business with their customer. At the very minimum, they need to send an annual notice to its customers disclosing their cost and their ridiculous charges. The are unethical and are catching everyday people into their scam.

  Business Response

  Date: 02/07/2025

  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 31, 2025, regarding the pricing of ***** ****** NRG Home electricity and natural gas supply accounts.
  
  History
  
  Ms. **** enrolled her electricity with NRG Home online on June 2, 2017, and on March 30, 2021, the natural gas supply account was enrolled with NRG Home online. As part of the enrollments, Ms. **** attested that she was authorized to make changes on the accounts and was presented with and accepted the Disclosure Statements, which contained all required disclosures, including that both the electricity and natural gas supply plans were for a month-to-month variable pricing with a three-month introductory price that continued on monthly variable pricing after the introductory period. Following the enrollments, the Terms of Service for both the NRG Home electricity and natural gas supply plans were sent to Ms. ****, which further served to reiterate all the terms of service, including the price terms and instructions about the right to rescind the enrollment. Ms. **** did not exercise the right to rescind, and the electricity supply account started service with NRG Home on July 11, 2017, as determined by the local electricity utility, ComEd. The natural gas supply account started service with NRG Home on May 7, 2021, as determined by the local natural gas utility, NICOR Gas.
  
  On January 13, 2025, NRG Home received a call from Ms. **** requesting to cancel both accounts due to pricing. The representative reviewed the pricing terms of the selected pricing plans and advised Ms. **** of the currently available pricing programs.  Additionally, the representative offered a courtesy credit to help with the recent utility bills.  Ms. **** declined the currently available pricing plans and courtesy credit, requesting to proceed with the cancellation of the supply accounts. NRG Home immediately processed the cancellation requests. The NRG Home electricity supply account is scheduled to stop service on February 11, 2025, as determined by ComEd. The NRG Home natural gas supply account stopped service on February 7, 2025, as determined by NICOR Gas.
  
  On January 22, 2025, NRG Home received a call from Ms. **** regarding the pricing of her supply accounts. The representative reviewed the pricing terms in the Terms of Service Ms. **** accepted during the online enrollment process and explained that the supply accounts have been invoiced in accordance with the selected pricing terms. In order to resolve the concern, the representative offered to process a credit for each supply account.  Ms. **** indicated she would accept the credits but would also escalate her complaint further.  The representative sent Ms. **** an email detailing the courtesy credit offer for her to review and accept.
  
  On January 31, 2025, NRG Home received a survey from Ms. **** acknowledging that she received the resolution offer from NRG Home and that she has not decided whether she will accept it and threatened file a Better Business Bureau complaint.
  
  Resolution
  
  NRG Home called Ms. **** to discuss her BBB complaint and share our findings on February 3, 2025, February 4, 2025, and February 5, 2025. Unfortunately, our contact attempts were unsuccessful, and voicemails were left each time explaining the purpose of the call and requesting Ms. **** return our call. Should Ms. **** decide to return NRG Home’s calls, we will be happy to share our findings and assist Ms. **** with any remaining concerns regarding her 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.

• Initial Complaint

  Date:12/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  a guy representing NRG energy company has a booth set up in Walmart at Leominster Massachusetts 01453 . I fell for the incredible savings he said my bf and I would receive for signing up. By cutting our National Grid bill down to a fixed rate for 2 years. And had me forge my bfs name as the bill is in his name. Then gave me a $15 Walmart gift card which didn't work. He was gone when I left the register. I'm worried my bf is going to be very upset w me. I want this fixed ASAP.

  Business Response

  Date: 01/03/2025

  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 24, 2024, regarding concerns related to the enrollment of Gary ********’s NRG Home electricity supply account.
  
  History
  
  Bethany Lystila, the girlfriend of Mr. ********, enrolled this electricity supply account with NRG Home at Walmart in Leominister, MA on December 23, 2024. As part of the enrollment, Ms. Lystila 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 Statement for the account, which contained all required disclosures, including that the electricity supply plan was for a 24-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 rate. On December 24, 2024, Ms. Lystila was emailed the Disclosure Statement for the account, which further served to reiterate all the terms of the NRG Home supply plan, including the price terms and the right to rescind the enrollments. Ms. Lystila has exercised the right to rescind, and the electricity supply account will not start service, as determined by the local electricity utility, National Grid.
  
  NRG Home found no communications from Mr. ******** prior to this complaint.
  
  Resolution
  
  Upon receiving this complaint, NRG Home processed a cancellation, based on the information within the BBB complaint. The electricity supply account will not start service, as determined by National Grid. The enrollment of this account was reviewed, and it was confirmed that Ms. Lystila attested that she was authorized to make changes on the account and provided the information and signatures (she signed her own name as well as the name of Mr. ********) required to enroll the account. NRG Home’s documentation confirms that the enrollment was authorized. 
  
  NRG Home called Mr. ******** to discuss his complaint and share our findings on December 27, 2024, December 30, 2024, and December 31, 2024. Unfortunately, our contact attempts were unsuccessful, and voicemails were left each time explaining the purpose of the call and requesting Mr. ******** return our call. Should Mr. ******** decide to return NRG Home’s calls, we will be happy to share our findings and assist Mr. ******** with any remaining concerns. 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.

• Initial Complaint

  Date:12/15/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently, while Christmas shopping, I was approached by an *** sales representative who inquired about my interest in securing a fixed rate on my existing energy contract with ****. A gift card was offered in exchange for reviewing the relevant information, which was subsequently sent to me via email with attachments. However, I am not interested in changing suppliers, as my husband handles these matters. I find ***'s approach, which involves interrupting customers while they shop, to be a vulnerable method that fails to provide a meaningful learning experience and instead creates a sense of entrapment. Please request that *** cancel this offer for my electric and gas services and inform Peco of the cancellation, as they were previously notified of the anticipated change.Thank you

  Customer Answer

  Date: 12/19/2024

  
  
  Better Business Bureau:
  
  

   

  *****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:09/28/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NRG made false statements and misrepresentations regarding its status as a supplier of electricity. NRG representatives were at a pop-up booth where they were offering gift certificates towards payment of electric bills. The representatives claimed that I would only be "signing up" for a cap on my electric bill that would be provided by NRG. I asked the representative multiple times (at least 3 times that I can recall) to confirm that by signing up, I would NOT be changing my electricity supplier. The NRG representative confirmed each time I asked that there would be no change in supplier, and everything on my electricity bill would remain the same other than the cap on my electric bill that would serve to save money on my electric bill. There were also other instances during our conversation when the representative outright lied about the role that NRG would play on my electric bill. As soon as I received the confirmation email of my "enrollment", I realized that the NRG representative had mislead me to get me to sign up. These fraudulent and predatory sales tactics should not be allowed to persist. Energy suppliers should not have such easy access to our energy accounts simply my typing in a phone number.

  Business Response

  Date: 10/07/2024

  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 from ******** ***** on September 28, 2024, regarding sales agent solicitation practices at a street festival in Philadelphia, PA.
  
  History
  
  NRG Home found and canceled the enrollment Ms. ******* electricity account, and the electricity account service will not start service with NRG Home.
  
  NRG Home found no communications from Ms. ***** prior to this complaint.
  
  Resolution
  
  Ms. ******* description of the sales interaction is not in line with NRG Home’s Code of Conduct and her complaint was forwarded to our internal Sales Quality team for further investigation. NRG Home has strict policies and procedures that all sales agents must follow. All sales agents are required to immediately identify themselves to the prospective customer by clearly stating their name, identifying themselves as a representative of NRG Home, and the purpose of the solicitation.   Ms. ******* concerns have been escalated to our Sales Quality Team for further investigation and all appropriate action will be taken to prevent future occurrences.
  
  NRG Home called Ms. ***** to discuss her complaint and share our findings on September 30, 2024.  The representative confirmed that her service will not start service with NRG Home. Additionally, the representative requested more specifics regarding the interaction with the sales agent and forwarded that information to the QA Sales Team for further investigation. The representative assured Ms. ***** that proper action will be taken to address the agent’s behavior. Ms. ***** was satisfied with confirmation the enrollment was canceled and that the agent’s behavior would be addressed.  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 Answer

  Date: 10/07/2024

  [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

  Date:09/26/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid NRG for several years for their underground sewer/main waterline repair. A couple months ago I found out my main water line was broken and I paid over $10k to make the repair and sent the claim to NRG with all the documentation and after a few weeks they approved my claim. After waiting for my claim check for several weeks I contacted them and they informed me that they need additional documents which I sent to them. Upon sending them the docs they denied my claim because the leak was under the foundation of the house and apparently they only cover leaks outside the home which is not what I was told when I signed up for the plan. If you're thinking about using NRG, think twice, they will find any way possible to deny your claim. These guys are pure scammers and you're better off getting coverage with a reputable company that will be there when you actually need the services.

  Business Response

  Date: 09/27/2024

  September 27, 2024
  
  
  Better Business Bureau
  1262 Whitehorse Hamilton Square Road,
  Building A, Suite 202
  Hamilton, NJ 08690
  
  Case # ********– ********* *******
  
  
  To Whom It May Concern:
  
  
  We, at NRG Protects Inc, extend our sincere apologies for any inconvenience that the customer may have experienced. Upon reviewing the account, we discovered that the external water line claim was initially approved without a complete diagnosis from a service provider. This oversight has been addressed.
  
  While the repair/replacement work exceeded the scope of the plan's terms and conditions, we approved the claim up to the plan limits as a one-time courtesy.
  
  We have communicated this to the customer and will address any necessary agent coaching.
  
  If there are any further questions or concerns, please feel free to contact me directly. 
  
  
  Sincerely,
  
  Sowmya M*****
  Customer Relations Analyst
  

  Customer Answer

  Date: 09/30/2024

  [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

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The same technician in October 2023 also damaged my doorbell and the Vivint Doorbell Camera when trying to install the Vivint Front Door Camera. Another technician came out and replaced the Vivint Doorbell Camera but was not able to repair my doorbell, so instead he found a work around by plugging it into an outlet. However, my doorbell still has not been repaired. I have spoken with countless Vivint employees in multiple departments who have not been able to successfully resolve the equipment billing issue. I have missed two technician visits due to them not calling when on the way and/or coming earlier than scheduled. These visits were for the technicians to remove the equipment. After the last technician came at the wrong time in June/July 2024 and did not call to say he/she was on the way, I called the same day to retry and reschedule but was unsuccessful. Instead of threatening me with disconnection, I wish you would resolve the equipment billing issue, so my family and I are safe and the mental distress you are causing me over an equipment billing issue which was not my fault. If you go look at the notes, if they were taken accurately, a resolution was already in the works. The resolution for the mistake of your technician telling me I was approved is a technician was suppose to come out and uninstall the two side cameras. The resolution for the same technician who damaged my original doorbell was another technician was suppose to come and look at it and pay to get it fixed. I never received a contact person to give an estimate. Again, if these issues are not resolved and/or you disconnect my service leaving me and family insecure and unsafe because of mistakes made by you guys, Vivint will hear from my attorney. This is ridiculous, unacceptable, frustrating, and stressful not having these issues resolved which were caused by your technician for almost a year. Vivint is penalizing me for their technician mistakes.

  Business Response

  Date: 09/03/2024

  Ms. ***************************** BBB complaint was file against NRG Home, which although affiliated with Vivint, is not the same.  We have forwarded her complaint to the Vivint team for follow up and they will be contacting her to work to resolve her concern.

• Initial Complaint

  Date:12/04/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  ****** ******