ComplaintsforGreen Mountain Energy

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Initial Complaint
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I signed up for energy through Energy ***** through 2025. I have been paying Energy Texas and my last payment to them was last month. This month, I did not see my bill come due. Suddenly I receive a letter from GME stating if I don't pay them by 6/20 I may get disconnected. My bill was high. I was very confused about why they would be asking me for payment, I was provided no information or transitional courtesy from either ET or GME... Just a sudden disconnect notice. So I call on 6/19 and they're like oh ya sorry but we have your contract now. Don't worry we have the same terms you signed up for. I informed them I have solar, does my plan include buyback? He seemed unsure but ultimately "well it has to do don't worry"... That was not reassuring, I asked him to send me the terms.I received the *** and it was nothing like my contract. Higher kWh (12.1 vs 11.2) no solar, no rewards program (big reason I agreed to E.T) So I called again, spoke to another agent who was like oops yeah you have to call this other number for solar. Sooo if I just trusted you, I would be screwed out of my old plan? The number she gave me did not pick up. I ended up paying the due bill that day for $172 solely to prevent disconnection (hello Texas heat) and I am STILL unable to resolve my bill with anyone, my contract is wrong. What happened to Right to Choose? I didn't pick these people, how am I stuck?
Business response
07/01/2024
Please see attachment.
Customer response
07/05/2024
Complaint: 21895633

I am rejecting this response because:
They have reached out to me but no resolution has been reached. Weird to assume that after the convo.. The terms are not a 1:1 match, I am reviewing them to determine if I should just accept that I have no good option or leave but certainly still not thrilled. At minimum they should fix their transition communication.

Regards,

*********************
Business response
07/05/2024
Please see attachments.
Initial Complaint
06/18/2024
Complaint Type:
Billing Issues
Status:
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.
Green Mountain is refusing to acknowledge my request/complaint of faulty equipment and provide any reasonable recourse.I signed up for service to start June 1, 2024. At the time I provided detailed information as to my previous usage in a comparable sized apartment to match me with the appropriate plan. I have added a pic of my bills with previous provider that includes a monthly usage section for the past year. I received an email today regarding my weekly usage and estimated bill for next month and it's 6 times the amount I payed on average with my previous company. The meter, per GME, is reading at ~53 kw/h of daily usage for 2 bedroom until with one tenant. This averages to about $64/ week. There's no way possible I'm using that amount of energy and GME refuses to address my concerns. They refuse to send out a technician to verify they are reading the correct meter, to confirm any issues with the meter nor to validate if any faulty wiring is the culprit for the faulty reading. They wont inspect my meter, as it's the only one not sealed with a zip tie to prevent entry per the pics. They even advised I can't request such until after 3 months of inaccurate billing. They won't provide any escalated recourse. They will not absorb the cancelation fee in response to their neglect of care.GME is financially holding me hostage without recourse and this must be rectified immediately. There is no logical reason a 1 per household in a 2 bedroom unit should pay $300 monthly for electricity with only AC and a laptop in contact usage.I will be seeking legal recourse if not handled amicably by the company. This is beyond unprofessional, it's predatory and aggregious!
Business response
06/18/2024
Please see attachment.
Customer response
06/19/2024
Complaint: 21864823

I am rejecting this response because:
I am a customer of *******************************************, if ******************************************* has connections with other companies to rent or lease their equipment that is a direct business to business relationship and I, the customer of *******************************************, should not have to play a middle man role to an agreement I am not a participator of.
I contacted the company I do business with to report an issue. I am not an employee and do not accept to perform any free tasks when the company has employees they can delegate tasks to. There's no business reason why Green Mountain is not handling my complaint in it's totality. It is pure negligence to have me contact and unknown 3rd party for an issue I've directly addressed with the company I am in dealings with.
The attempts to devalue the importance of historical because it was in another state is laughable. Where variations are expected as a company with years of experience I am certain no historical data can be furnished by Green Mountain to validate a relocation across states with no substantial changes to household size, composition or electric bearing appliances causing a 3 times or more increase in usage in a comparable season. This would be something an electric company can easily provide proof of and I'm in eager request to see said proof. In the absence of that, I can't diplomatically accept any rebuttals without equating them to another attempt to be negligent.
Stop being lazy. Value your customer's time and efforts. Give a customer orientated experience. And handle issues from start to finish. I make a complaint, investigate it. This seems like rudimentary business practices. This may be the complete basis of desperate need for a business model restructure.
Regards,

Queen ***********************
Business response
06/21/2024
Please see attached
Initial Complaint
06/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I called 06.13.2024 regarding a bill. I did not get any answer and was on hold for about ******************************************************* Thank you
Business response
06/13/2024
Please see attachments.
Initial Complaint
06/13/2024
Complaint Type:
Billing Issues
Status:
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.
I need an extension to my bill for a week and they won't give it to me. I have never had one and I pay my bill every month. I have 2 disabled people who live with me. And we just needed a week extension and for no reason they won't give it.
Business response
06/17/2024
Please see attached.
Initial Complaint
06/11/2024
Complaint Type:
Billing Issues
Status:
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.
On 06/06/24, I made out electric bill payment which was original due date was 06/03/24. On 06/11/24, I received a disconnect notice dated 06/06/24. I called Green Mountain Energy immediately to tell them my payment was made as soon as the business opened on June 6, 2024 and a disconnect notice was sent the same day which created a $20 disconnect notice fee. I previously discussed this with Green Mountain Energy. I feel it's unethical and over charge to customers, especially to charge a $20 fee and the bill was paid prior to the notice. I would like for this fee to be removed.Account number is ************
Business response
06/13/2024
Please see attachment.
Customer response
06/14/2024
Complaint: 21836188

I am rejecting this response because: I spoke with DaKendria on 06/12/24 in length and have several voicemails from her. I'm on the account and it's listed under my husband's name. She validated this prior to speaking with me. She stated the fee would be waived . We also discussed when our contract was up and the early termination fee as well as other issue encountered during our sign up with this company. Therefore are you stating you violated HIPPA? This is exactly the unethical practices this company does. I feel I can't trust anyone in regards to what I'm told.

Regards,

******************************* with K
Business response
06/14/2024
Please see attachment.
Customer response
06/15/2024
Complaint: 21836188

I am rejecting this response because:

Regards,

*******************************
Initial Complaint
06/06/2024
Complaint Type:
Product Issues
Status:
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.
It was a big shock to receive my monthly electric bill exceeding $190. Upon detailed review, I discovered an additional charge of $130. When I contacted my provider, I was astounded to learn that I had an additional company providing the same service. After several phone calls, I traced this nightmare back to Green Mountain Energy. Firstly, the representative I spoke with was extremely rude and unhelpful. He claimed I had a contract with your company but could not even verify my current address. Despite this, you have been collecting my monthly payments on time. When I expressed my desire to cancel the account, I was informed that it could take over three months to process the cancellation. The next day, the same representative called me, offering a company courtesy of $300 to close the account, which I refused then transferred me to a manager, who revealed that I had been paying for over five years. She promised to expedite the cancellation and initiate an investigation. While shopping at ******, a sales representative approached us, offering to lower our electricity bill. I expressed interest in receiving more information since we were in the process of moving to a new property. The representative requested to see my current electricity bill to estimate potential savings and claimed he needed my information and authorization to email the details. I was assured we could discuss and start the service after settling at the new place. However, all of this was a lie, and a contract was initiated without my proper consent. We have since moved twice, and Green Mountain Energy has no record of these addresses, yet I have paid for seven years. Consumers need to be aware of the deceptive practices employed by companies like Green Mountain Energy. I have filed a complaint with my state attorney, but have yet to receive a response. Additionally, whenever I call, a manager is never available. Consequently, I am now forced to hire an attorney to resolve this matter.
Business response
06/14/2024
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 June 7, 2024, disputing the enrollment of Mr. *************************** Green Mountain Energy gas supply account.

History
Mr. *************************** enrolled this electricity supply account with ********************** at a local ***** on April 15, 2017. As part of the enrollment, ********************** attested that he was at least 18 years old and was authorized to make changes on the accounts and was presented with and accepted the Disclosure Statements for the account, which contained all required disclosures, including that the electricity supply plan was for month-to-month variable pricing with a 3-month introductory price which continued at monthly variable pricing after the introductory period. The Disclosure Statements also expressly stated that Green Mountain Energy does not guarantee savings and that our monthly supply prices may be higher than the utilitys supply rates. Following the enrollment, ********************** was mailed the Disclosure Statement for the account, which further served to reiterate all the terms of the Green Mountain Energy supply plan, including the price terms and the right to rescind the enrollment. ********************** did not exercise the right to rescind, and the gas supply account started service with Green Mountain Energy May 10, 2017.

On February 12, 2024, Green Mountain Energy received a call from Mrs. ********************************** ********************** wife, disputing the enrollment and requesting to cancel the supply account. The representative immediately processed the cancellation request and explained when, by whom, where and how the enrollment occurred. In order to amicably resolve *********************** concerns,a resolution credit was offered, and *********************** declined the offer. The account ended service with Green Mountain Energy on February 27, 2024, as determined by *********.

Resolution

Upon receiving this complaint, Green Mountain Energy called *********************** to discuss this complaint and share our findings. The representative explained the account was enrolled by ***************************, which she acknowledged is her husband. The enrollment and cancelation were reviewed with ***********************, and it was explained that the enrollment was deemed valid based on the documentation. *********************** was again offered a resolution credit, but *********************** again declined. If ********************** would like to accept the resolution credit offered, she can contact Green Mountain Energy to accept and will receive a check via the mail in ***** business days. Green Mountain Energy considers 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.
Initial Complaint
05/03/2024
Complaint Type:
Billing Issues
Status:
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.
I recently received a hit on my Equifax credit score that brought it down 23 points in the last two months. Upon investigating, it said that Green Mountain Energy had opened a collections under my account of $561 that was sent to the collections company ****** Systems on 3/11/2024. I have never in my life done business or opened an account with ******************. I attempted to call Green Mountain to get information at ************ on 5/2/2024. The rep said should could not give me information unless I gave her my social or the account number. Since I have never opened an account with them I obviously couldnt give her an account number and did not feel comfortable giving her my social. She said she could do nothing else but escalate my call and transfer me. She said she transferred me but I was put on hold for over ******************************************************************************************************* I am trying to get in contact with someone to get this issue resolved but the company is not helpful at all. I have also filed a distribute with the Equifax credit bureau. I need this resolved NOW.
Business response
05/03/2024
Please see attached.
Initial Complaint
04/01/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I started service with this company in January and in order to start I had to pay a deposit totaling $250. I made two payments of $125, one on January 5th and the other on January 8th. On my account it appeared that the deposit was refunded on the 9th of January but I have yet to receive the refund. because on my account it shows that it was refunded, when I got my bill for the first month of service I was once again charged the $250 deposit. I have reached out to the company on multiple occasions, nobody can tell me why it was refunded in the first place when I never asked for one. I've been told a check was mailed to me but I've also been told it should've been sent to my bank account. I was supposed to receive a final resolution around the 9th of March and when I reached out a week ago I was told that another check was sent out on the 16th and that I should receive it in 5-10 days but it is now the 31st of March and I still haven't received anything. It has been well over 2 months waiting for my refund and have yet to receive anything. i even updated my billing address before the last check was supposedly sent out so I really don't understand what the issue has been. I'm very tired of calling and only being told "it has been sent out" again and again.
Business response
04/08/2024
Please see attached.
Customer response
04/15/2024
Complaint: 21511040

I am rejecting this response because:
I'm concerned regarding the response stating that the refund will be issued to my original payment method. as per my email I explained that as of the middle of March I no longer have access to that card. had the refund been processed back in January like it was supposed to I would have been able to receive the refund back to that original card. I left a voicemail the other day and did not get a response back
Regards,

***********************
Business response
04/24/2024
please see attached.
Customer response
04/25/2024
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,

***********************
Initial Complaint
04/01/2024
Complaint Type:
Billing Issues
Status:
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.
About ********************************************************************************************************** my name with Green Mountain Energy. I immediately contacted the debt collector and Green Mountain Energy so I could get all the information necessary to file a *** and police report. The same day that I received the collection notice, I filed the *** report and police report. I emailed both reports directly to the credit agency as well as GME. I received a conformation email that GME had received the email. I called to verify and was assured that the issue had been resolved and the reports had been received.Over the next few months I received numerous calls from GME informing me that they in fact did not receive any email from me, even though I received a conformation email and verified over the phone with a GME employee. After this, I resent the email through Fax, Email and Physical mail. About 2 weeks later, I received another call verifying they received the report and everything was ***********, 11 months later I received another letter from a separate collection agency trying to collect on the same accounts for the same dollar amount.I have spent over 20 hours of my personal time trying to resolve this but almost every employee at GME is incompetent, has no answers and transfers me to numerous different departments. Every phone call with GME averages about ***** minutes and almost always leads to another phone call because no one can answer questions or help.I have asked GME to BLACKOUT my social security number and they have refused. I have no intention of ever using GME. I will be filing a formal complaint with the ***** Attorney General.
Business response
04/08/2024
Please see attached.
Initial Complaint
03/19/2024
Complaint Type:
Billing Issues
Status:
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.
There is a collection account on my credit report which lists GREEN MOUNTAIN ENERGY as the original creditor. I do not recall having of a balance of the stated amount with your company, nor do I recall your company sending me a 1099c or informing me that I had a charged off debt that was being sold. This violates the ***** If you cannot furnish proof of the alleged debt and provide record of the 1099c along with the forward flow agreement, then this account will need to be removed from my credit report.
Business response
03/21/2024
Please see attached.

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