We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Electric Companies

Green Mountain Energy

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

Complaints

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

Find a Location

Green Mountain Energy has 32 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/20/2024

      Type:Sales and Advertising 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.
      I have been receiving emails from this company. I have no business with them. They send me billing and usage details from a customer of them. I have requested several times to remove my email address from their systems without luck. I am not one of your customers.

      Business Response

      Date: 08/21/2024

      Please see attachment. 

      Customer Answer

      Date: 08/21/2024

      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

      Date:08/06/2024

      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.
      Hurricane ***** knock out power for 9.5 days had a reading of 0 kw and still charged me an estimated amount for those days, I have to pay up front till they figure out the issue. I've been a customer for ***** and this is the way they treat me. No explanation on the bill due of any issues. Hard to understand a company charging customers for product no being used. We just have to trust them.

      Business Response

      Date: 08/06/2024

      Please see attachment. 

      Customer Answer

      Date: 08/07/2024

      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

      Date:07/31/2024

      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.
      On June 8, 2024, we were hit by a hurricane. We were without power for four days. I get my bill in the mail and Green Mountain Energy charged me for electricity I didn't have. When I called them, they stated they can't or couldn't see a power loss and there was nothing they could do. I ran my home by generator for those four days. I am not the only person who has this issue and if this doesn't work, I truly don't have any other choice but to seek legal consultation to see what my rights are.

      Business Response

      Date: 08/05/2024

      Please see attached. 

    • Initial Complaint

      Date:07/29/2024

      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.
      We contacted Green Mountain energy on the 10th of July 2024 about receiving their services for an upcoming move to ************** apartment on the 25th of July 2024. We contacted them again, on the 25th of July to confirm that we had power. They initially said that there were issues with not providing I.D. documentation they requested through email which we confirmed that we did send. Next, we spoke to a supervisor and was told they do have our I.D. documentation, but it wasn't eligible and that it would take 2 business days to confirm, and we wouldn't receive power until after the weekend on the 29th of July 2024. We then decided to cancel their services prior to any activation due to their incompetent handling of the situation. We were told we would receive a full refund and not be charged a cancelation fee on their recorded line. We later contacted another service provider for power with TXU energy and was told we were good to go only to get a call from Green Mountain energy refusing to cancel our policy and stating that they couldn't cancel their services and we had to stay with them. We contacted TXU energy to find out that they were informed that we canceled our agreement with them even though we did not. We later contacted Ambit energy for their power services, and they agreed but once again Green Mountain had blocked them from providing their services against our wishes. Green mountain is conducting themselves in an inappropriate manner and using illegal aggressive business practices to force their services on us. I want to state clearly that we do not want their services or further contact with Green Mountain Energy.

      Business Response

      Date: 07/30/2024

      Please see attachment. 

      Customer Answer

      Date: 08/02/2024

      Complaint: 22053224

      I am rejecting this response because: Green mountain has in their possession several recorded interactions between us and them that clearly shows we didn't want to do business with them after their terrible handling of providing services when needed and poor timely communication. After numerous failed communications between green mountain and myself through their employees I have no wish to further haggle. The truth is clear and simple. They forced their services against us multiple occasions in a small window when we looked for other companies. Used intimidating practices and false information stating we had to use their services for at least 1 to 2 months and now are trying to charge for energy we never wanted. I can see clearly how sincerely green mountain takes this complaint by not only refusing the refund but expecting payment for their atrocious behavior. I will not be paying for services I cancelled prior to activation as shown with my confirmation number and date.

      Regards,

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

      Business Response

      Date: 08/07/2024

      Please see attachment. 

    • Initial Complaint

      Date:07/23/2024

      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 a resident of ******* have been for the last 41 years. I have never heard of Green Mountain energy and considering they are in the ***** that would make sense. However for the last 6 months they have been reporting late on an account that I have never opened. In February the collection was $891.00 out of thin air it was removed from my credit and they reported again in March this time with an amount of $221.00 this account was opened fraudulently. I have contact the company several times and all they do is refer me to contact the credit bureau

      Business Response

      Date: 07/26/2024

      Please see attached. 

       

    • Initial Complaint

      Date:07/19/2024

      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.
      Green Mountain signed me up for a plan giving free nights from 8 pm to 6 am. They were charging me .28kwh during the daytime hours. That is double the average rate. They did not inform me of this price gouging during the sign up process. In addition, during hurricane they continued to charge me even through hurricane ***** and three days without power! This company is unscrupulous and prey on people.

      Business Response

      Date: 07/24/2024

      Please see attached. 

    • Initial Complaint

      Date:07/15/2024

      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 unable to access my bills and keep getting error messages. Attached below is the error message. I have called several times and requested for the bill. I paid $500.00 last time because I do not see what is going on with the current charges. Please credit the account for the inconvenience. Thanks, *********************

      Business Response

      Date: 07/19/2024

      Please see attached. 

    • Initial Complaint

      Date:06/25/2024

      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 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

      Date: 07/01/2024

      Please see attachment. 

      Customer Answer

      Date: 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

      Date: 07/05/2024

      Please see attachments. 

    • Initial Complaint

      Date:06/18/2024

      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.
      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

      Date: 06/18/2024

      Please see attachment. 

      Customer Answer

      Date: 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

      Date: 06/21/2024

      Please see attached 

    • Initial Complaint

      Date:06/13/2024

      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 called 06.13.2024 regarding a bill. I did not get any answer and was on hold for about ******************************************************* Thank you

      Business Response

      Date: 06/13/2024

      Please see attachments. 

    Green Mountain Energy is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.