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Business Profile

Electric Companies

Green Mountain Energy

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Green Mountain Energy's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 118 total complaints in the last 3 years.
    • 36 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/19/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Green Mountain took $236.29 on March 5th, 2025. On March 5th, I reach out to Green Mountain and login in my account. ******************************************* automatically debited from checking account. I have reach out to Green Mountain management for the past 2 weeks and I continue received a verbal script stating that I should receive in 10 days. I contacted Green Mountain on March 19, 2025 and was told today, that the refund will be sent out on 21 days from March 5th. I was an old Green Mountain account holder, with an excellent payment history. I move from the address that was serviced by Green Mountain and exited the program with 0 - Zero balance. Account # **********

    • Initial Complaint

      Date:03/07/2025

      Type:Order Issues
      Status:
      Unresolved
      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.
      Hi! My electricity contract expired, so I called and set up / agreed to a new plan and contract, even receiving the service request confirmation- I discovered today that the service request was cancelled, and now, to get the same plan, the rates increased since I had last called (the representative I spoke with did not inform me of this- I had to ask). They are opening an investigation, but they said it can take one to two billing cycles (***** days), and that there's no guarantee involved either. Hoping this can help for a quicker and fair (getting the plan I signed up for / agreed to, not the more expensive new one) resolution. New contract agreed to on 2/24, no notification otherwise was received from Green Mountain, then called today 3/7 to discover they had cancelled the new plan update, and investigation was opened today as well. Thank you!

      Business Response

      Date: 03/25/2025

      Please see attached response. Thank you. 

      Customer Answer

      Date: 03/25/2025

      Complaint: 23036050

      Hello! I am rejecting this response because the document uploaded is for someone else (******** ********?), and is about their Reliant complaint, not mine; please let me know if this is what y'all are seeing on your end as well.

      Thank you!!
      ****** ****

    • Initial Complaint

      Date:03/05/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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 called Green Mountain and spoke with a representative that lied about his name. He said his name was ****** but when I spoke with a supervisor to make a complaint, I was told his name was ****. I was never contacted by anyone regarding this matter. This person has accessed to my personal information. I have had some weird things happen since then. This company needs to be investigated immediately.

    • Initial Complaint

      Date:01/23/2025

      Type:Billing Issues
      Status:
      Unresolved
      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 am writing to file a formal complaint against Green Mountain Energy regarding hidden charges on my final bill and their failure to respond to my formal dispute. My Green Mountain Energy account number is ***********, and my service address is ******************************************. In November, I contacted Green Mountain Energy to check and see if they had any better rates since my account was up for renewal. I decided to not renew with Green Mountain Energy and cancel my service. During this call, the *** never mentioned of any hidden charges left on my account and they cancelled my account. I would later get a letter in the mail saying I owe ****** dollars. I called in on 11/27/24 to understand why. The first ***. said that my account was paid in full and was not sure why it showed as unpaid. They transferred me to ***** the account supervisor. ***** explained to me that it was a program that I was signed up for in 2022 and if I would have waited a few months to cancel. Then I would not owe any money to them. No one made me aware of this at the time of cancellation. ***** transferred me to ****** on the escalation team so I could submit a dispute. No one ever tried to reach back out to me via phone or email. Out of no where I received a final notice in the mail threatening to take legal action and ***ort this to a credit agency. On 1/22/25 I called in to talk to another ***.. The ***. confirmed that no one attempted to reach out to me and was sorry for that but there was nothing they could do. I request the Better Business Bureau to investigate this matter and ensure that Green Mountain Energy adheres to transparent billing practices and responds to customer disputes in a timely manner.

      Business Response

      Date: 02/03/2025

      Please see attached response. Thank you. 

      Customer Answer

      Date: 02/04/2025

      Complaint: 22845340

      I am rejecting this response because: Troyelynn is being misleading in their statement and not providing you with key facts. When I called in to **** on November 27th and spoke to the initial representative to understand why I was still being billed after terminating my service. That representative informed me that it was because I terminated service and that was a fee for doing so. I knew this not to be true because as Troyelynn stated. I was no longer under contract with ****. So I requested to speak with a supervisor. The initial representative transferred me to ***** the account supervisor. It was ***** who walked me through the statement to help me understand it and showed me where GMEC hides the average billing information on page 2. It is also ***** who informed me that if I stayed with GMEC until after the winter that I would not owe the money that is being disputed. Why did the representative on November 26th not inform me of this? I would have stayed with **** until after winter if I knew I would owe money after switching. Please request for **** to send the emails and text messages they send to customers. I would also request a snapshot of their home screen that shows customers what we owe. You will not see anything about the average billing information on there. You have to dig into the statement to actually find it. Something I learned the hard way. They also request for their clients to sign up for paperless billing and auto pay. Two things that I signed up for. Because of this I would never see the average billing information. I addressed this with Troyelynn when she called me on the 27th. Troyelynn was not receptive and continue to state that this information is on the statement and it is our duty as customers to do our own research. It was during this call with Troyelynn that she even stated I received misinformation from the initial representative I spoke with on November 27th about the balance being from me terminating my contract and from the escalation manager ****** I spoke with on the 27th. The escalation manager ****** told me that someone would contact me by phone to let me know the outcome of the dispute. On January 27th Troyelynn told me that the escalation team does not make call outs. That being said, I am not sure why Troyelynn is saying someone contacted me on December 2nd. Because the escalation team does not make call outs and when I called in to GMEC on January 22nd the representative that day did some research and also confirmed that no one called out to me about the escalation. So I was waiting for a call out that would never happen. During my call on November 26th I received no information to help me make the best decision for my family, and on November 27th GMEC provided me with false information twice on one call. So **** is not informing their customers, **** is giving customers false information, and **** is hiding crucial billing information in their statements. 

      No matter what you decide. Please dig deeper in to this company. No one should be treated this way.

      Regards,

      ******* ******

    • Initial Complaint

      Date:01/15/2025

      Type:Billing Issues
      Status:
      Answered
      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 received a notice that I have a collection from GREEN MOUNTAIN ENERGY ** on my credit report. It says it was opened on 11/19/2024 for $496.00 with account number starting in ********* that I am not aware of nor am I responsible for. I never went into business with this company or signed any agreements with them so they should not be reporting anything on my credit. This is a violation of my rights as a consumer according to the **** and FDCPA.I would like for this collection to be removed asap or I will file a CFPB and FTC report.

      Business Response

      Date: 01/17/2025

      Please see attached response. Thank you. 

    • Initial Complaint

      Date:01/06/2025

      Type:Billing Issues
      Status:
      Answered
      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 enrolled in Green Mountain Energy Company without my permission. 10 years ago I called *************** to question a bill. They explained to me the Green Mountain Energy Company charges and I asked to be removed from their service. West Penn Power shows that Green Mountain Energy Company was removed from my account only to be added back on 2 days later. I contacted Green Mountain Energy Company to cancel the service and ask about a refund. I was told there was nothing they could do and I would have to contact ***************. I called *************** and they said there is nothing they can do because the charges are for Green Mountain Energy Company. For 10 years I have been being charged for Green Mountain Energy Company even though I cancelled the service 10 years ago.

      Customer Answer

      Date: 01/06/2025

      I do not have phone records of trying to cancel the service. *************** does have records of times I have called about the bills and asking about cancelling service.

      When I called *************** to discuss the charges, they told me to contact Green Mountain Energy Company. When I contacted Green Mountain Energy Company, they told me to contact ***************. I'm just tired of getting the run around from both companies. According to ***************, in addition to reaching out in 2015, I also reached out in 2018 to discuss the bill.

      I was under the impression that I was removed from the service. So even if the Green Mountain Energy Company sent me letters, etc. I would have disregarded them because I would have assumed they were soliciting business since I thought I wasn't a customer anymore.

      Business Response

      Date: 01/13/2025

      At Green Mountain Energy, 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

      Green Mountain Energy received a complaint from ***** ****** on January 3, 2025, disputing the enrollment of his electricity supply account with **********************.

      History

      Mr. Raibles account was enrolled into the Standard Offer Program (***) with Green Mountain Energy by his local utility, West Penn Power, on August 28, 2014.  Following the enrollment,Mr. ****** was sent a copy of our Disclosure Statement detailing the full terms, including the right to rescind. Mr. ****** did not exercise this right to rescind, and the account began service with Green Mountain Energy on October ******,as determined by ****************

      On August 7, 2015, Green Mountain Energy mailed Mr. ****** an Initial Notice that his fixed price contract would end on September 29, 2015, and that after that date, the service would continue on a monthly variable pricing plan. Green Mountain Energy mailed an Options Notice about this change on August 31, 2015, that included a new Disclosure Statement and his new per kWh supply price. 

      Green Mountain Energy also sent Mr. ****** 30-day price change notices on October 1, 2015, August 23, 2017, December *******, October 19, 2018, September 23, 2020, September 19, 2022, and April 15,2023.

      On January 2, 2025, Green Mountain Energy received a call from Mr. ****** disputing the enrollment and requesting to cancel the account. The representative immediately processed the cancellation request and explained that he was enrolled into the *** program via ***************. The Green Mountain Energy supply account stopped service on January ******, as determined by West Penn Power.

      Resolution

      Upon receipt of this complaint Green Mountain Energy Energy reviewed the account and confirmed that the account was enrolled with Green Mountain Energy as a result of it being referred to Green Mountain Energy by *************** for the *** program, which Green Mountain Energy is obligated to do with all *** referrals. Green Mountain Energy cannot speak to how the *** program was communicated to Mr. ****** by ***************. Green Mountain Energy found all required notices for the account, each of which served as notice that the account was receiving supply service from Green Mountain Energy.  Furthermore, Green Mountain Energy has confirmed the service address in our system matches the address provided by Mr. ****** in this complaint. Green Mountain Energy found no record of any cancellation orders from ************************ during the time the account received supply service from Green Mountain Energy nor were any calls or communications received from Mr. ****** requesting cancellation prior to the January 2, 2025 call.

      Green Mountain Energy called Mr. ****** to discuss the complaint and share our findings on January 6, 2025.  The representative confirmed that the *** enrollment was referred by ***************. As Green Mountain Energy is committed to customer satisfaction, a pricing adjustment was offered, which Mr. ****** accepted as a satisfactory resolution to this complaint.  Green Mountain Energy considers this matter closed.

      For any additional questions about this concern, please contact me at the number ******** available Monday through Friday from 8 a.m. to 5 p.m.

    • Initial Complaint

      Date:12/17/2024

      Type:Billing Issues
      Status:
      Answered
      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 have been a loyal customer of ********************** for over five years, consistently paying my bills without any issues until this year. Unfortunately, due to unforeseen financial difficulties, I reached out to the company to request a payment extension.Despite my long-standing history with Green Mountain Energy, the company has been unwilling to work with me to find a resolution. I even emailed the CEO directly to explain my situation and request assistance, but I did not receive any response. This lack of engagement and unwillingness to accommodate a loyal customer demonstrates a tone-deaf approach to customer ******************************* actions make it clear that they do not value brand loyalty or care about the individual circumstances of their customers. In an economy where many households are struggling, this rigid and dismissive attitude is unacceptable.I am filing this complaint to request immediate action to address my concerns. I would like a meaningful response from the company regarding my account and assistance in resolving this matter.Thank you for your attention to this complaint.

      Business Response

      Date: 12/23/2024

      Please see attachment. 

    • Initial Complaint

      Date:12/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 am writing this because this is now my SECOND ISSUE with Green Mountain Energy. This company at this point has been extremely Negligent. I set up a new enrollment for my apartment complex back in September for service to start on 10/25/2024 at *************************. Then around 10/22, I called them back and spoke to ***** ******** (The supervisor ****** A gave me this name on 12/10/2024 over the phone) to update my apartment number to #**** because my apartment number changed last minute. He said everything was updated, and he transferred my deposit over, and everything was good to go so I took as that because there were lights on in my apartment on 10/25/2024 and I received emails that I was good to go! Today I went to check if there any bills on my account because I have not received anything, and my account number could not be found. Just for me to call in and be told my account is INACTIVE due to no deposit being made (I have attached the proof of my deposit to Green Mountain Energy which was also made over the phone with a CSR). This experience with this company has been frustrating every time, The supervisor ****** A whom I spent 45 minutes over the phone with let me know they sent me out a 'Refund' but could not verify anything about where the balance was sent, and exactly how much. He did not try to resolve or set-up an enrollment for me despite me being nice over the phone for their mistake BUT did admit that was an issue on their end. I Work from Home so this is extremely important to me. I would like Green Mountain Energy to do their job and enroll me in the services that I thought I had this entire time - If they did send me a Refund, they can cancel it and start my enrollment which they failed to do the first time. I am over being on the phone with them for hours with no resolution, or lack of care with this Company. The next step will be Court.

      Business Response

      Date: 12/23/2024

      Please see attached response. Thank you. 

      Customer Answer

      Date: 12/23/2024

      Complaint: 22670407

      I am rejecting this response because:

      I still did not receive my refund check for the deposit I made that y'all claim y'all sent a check on 12/05, Please return my money immediately. 

      Refund Amount: $69


      Regards,

      ******* *******-********

      Business Response

      Date: 12/30/2024

      Please see attached response. Thank you. 

      Customer Answer

      Date: 01/02/2025

      Complaint: 22670407

      I am rejecting this response because:

      I still havent received my refund check for $69.


      Regards,

      ******* *******-********

    • Initial Complaint

      Date:12/10/2024

      Type:Billing Issues
      Status:
      Answered
      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 am filing a formal complaint regarding my recent experience with Green Mountain Energy, which has caused significant frustration and financial inconvenience. I have been a customer for ******************************************** dissatisfied with the companys service and practices.1.Billing Issues: Over the past few months, Ive noticed discrepancies in my energy bills. Despite consistent usage, I have been charged inflated amounts, which I believe are errors. I have contacted customer service several times, but my concerns remain unresolved.2.Customer Service **************************** On 12/05/24, I spoke with ***** about an issue with my payment not being processed. He assured me there would be no service interruption. However, on 12/10/24, my service was unexpectedly interrupted. On the same day, at 10:04 am, I spoke with *****, who informed me that the company had no escalation department. Later, at 10:15 am, I spoke with ****** from the *************** Team, but he was unable to help me. I then spoke with ****, an Account Manager, who processed a payment of $431. Despite several requests for her supervisors name, she finally told me it was ******.3.Unresolved Issues and Lack of Accountability: Despite numerous attempts to resolve this situation, the billing errors have not been corrected, and I have received no reimbursement for the overcharges. I am requesting a reimbursement of $431 for the charges that were incorrectly applied to my ********** a loyal customer for 15 years, I expected better service and transparency. I am entitled to fair billing and efficient customer service, and I request that ********************** promptly resolve this issue, issue a refund of $431, and take steps to improve their customer service.I hope the ********************** can assist in resolving this matter quickly.

      Business Response

      Date: 12/30/2024

      Please see attached response. Thank you. 

    • Initial Complaint

      Date:11/27/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      Green Mountain Energy is sending me bill for $119.41, when I already paid them the $115.47 they claim they REFUNDED me for. No check, or credit to my CC has been received so who knows where the money actually is on there end. One supervisor told me a CC, One supervisor told me a Check. Everybody has a different story when I speak to them. Im writing this letter now because they are threatening to send me to Collections for money I do not owe to them, and will take this to Court if needed. They have been under review for MONTHS and still NO update - I would like this issue resolved.

      Business Response

      Date: 12/04/2024

      Please see attached response. Thank you. 

      Customer Answer

      Date: 12/04/2024

      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,

      Madeson Sentino

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