Complaints

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

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Green Mountain Energy

  1005 Congress Ave Ste 950 Austin, TX 78701-2469

• 

  Green Mountain Energy Company

  211 Carnegie Ctr Princeton, NJ 08540-6299

• 

  Green Mountain Energy Company

  1115 Broadway Suite 1200 New York, NY 10010

  
• 

  Green Mountain Energy Company

  3711 Market St Fl 10 Philadelphia, PA 19104

• 

  Green Mountain Energy Company

  2745 Dallas Pkwy Plano, TX 75093-8731

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:09/01/2023

  Type:Product 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.

  I ended up having Green Mountain after they acquired Bulb energy sometime last year. My original deposit was with Bulb and was supposed to be returned after a year of service which happened after they were acquired. I called today as it's been almost another year and was told that the date has now changed to September **** because I have to make 12 on time payments in order to have it returned. My bill was due on the 30th of August and I paid it on the 1st which isn't even three days late. I asked if there was a grace ****** and was told that it restarts anytime a payment isn't made on the exact due date. This is bad business practices as this means it starts over anytime the payment isn't received on the exact date it's due and they will keep my deposit until I end service with them. Being that I didn't choose them in the first place they should honor my original agreement and return the deposit. I'm already looking into switching providers because this is just a shady business practice all together or way to try to force people into setting up automatic payments. I could understand if I had to pay a late fee because it was too far after the due date but 2 days is ridiculous.

  Business Response

  Date: 09/12/2023

  Please see attached response. Thank you. 

  Customer Answer

  Date: 09/12/2023

  Complaint: 20553857
  
  I am rejecting this response because:
  My 12 month commitment was previously satisfied with bulb energy as I was on auto payments which means my deposit was supposed to be returned when Green Mountain Energy took over for Bulb energy. Your statement of 4 late payments is also bad business practices as Ive never been issued a termination notice as the bill is always paid within 3 days of your due date. Again you cant hold a persons money hostage because you dont consider within 3 days as being current. Ive never heard of this type of practice at at this point I may need to go to social media to see just how many other people this company has done this to. I will be taking this action further and contacting the company that regulates utility companies that practice in *****. Green Mountain Energy should have their license revoked for this and I will continue to fight this until its resolved. I will be contacting WFAA and other media outlets to see what their inquiries into this matter result in. Im sure that a lot more unsatisfactory business practices will be uncovered.
  Regards,
  
  *************************

  Business Response

  Date: 09/21/2023

  Please see attached response. Thank you. 

• Initial Complaint

  Date:08/28/2023

  Type:Product 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.

  When we original signed up for Green mountain Aug 2020 we were receiving credit which we never received when the year was up meaning Green mountain kept all the money we had as credit and never gave it to us. Then when we resigned with Green mountain we were told we would get money back for the power we send to the grid another lie by Green mountain. We are now paying a bill when we keep putting back to the grid more then we use without getting credit We want to know what is happening to the power we give back as we are not getting accommodated for the power we give back. We should not be paying any bill as to the power we give back without being paid. We should be getting money back from Green mountain not paying a bill since we do give more back then we use and have been for several years now. We contacted Green mountain about this several times via email and never received a response, this is bad business.

  Business Response

  Date: 09/01/2023

  Please see attachment.

• Initial Complaint

  Date:08/24/2023

  Type:Billing 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.

  Green Mountain had me in a contract that was overcharging me, taking advantage of my lack of knowledge about energy companies in *****. For reference, in the month of July they charged me $430 for one month of electricity. I live in a 1 bedroom, 800sqft apartment. I cancelled my service after seeing this absurd bill and switched to a new company that charges me less than half of this bill. Green mountain then sent me a bill totaling $928.34 including past due and cancellation fee. I called their customer service, was sent to a supervisor who told me there is nothing they can do about the bill. In summary I have been overcharged since February 2022 based on a predatory agreement Green Mountain provided. They gave me no notice of any cheaper plans, and knowingly charged me over double what another company charges me currently on the assumption that I would accept these charges as uniform across the industry. When I called to ask for help (reduced or removed final bill) they told me I am unable to dispute the charges.I must add my energy consumption has not changed since I have moved to the new company.This is a disgraceful way of operating an essential business and I feel I am not liable for this last bill as I have been overpaying for over a year now. Green mountain should be ashamed in their lack of empathy and predatory contracts which take advantage of hard working Texans, based solely on the fact that "they can"

  Business Response

  Date: 09/03/2023

  Please see attached response. Thank you. 

• Initial Complaint

  Date:07/28/2023

  Type:Customer Service 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.

  Green Mountain Utility has continuously failed its customers - They provide sneaky ways of hiding charges, such as, account expiry not alerting customers, hiding the expiration within numerous deep drill channels, and then obliging customers to pay to continue service. Further, customer service is completely useless, lies, and then cons you to sign a longer contract. I was impacted by this personally, and am now being overcharged by $100/mo. as a result of their failures. Oh, icing on the cake is I was just told by their customer service that they satisfied their bare minimum obligations, and tough luck. Please start exploring utility companies for their nefarious preying on everyone in *****. This is insane.

  Business Response

  Date: 08/03/2023

  Please see attachment. 

• Initial Complaint

  Date:07/26/2023

  Type:Billing 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.

  Green Mountain was my electricity provider. The June bill was $628.72 which was paid on time and in the email reminder to pay they said my plan was up for renewal. That was odd because the plan renews in October. I could not access my online account so I called customer service to find out why the bill was so high. They noted we did not use enough energy at night and that it caused our kilowatt usage to increase to 24 cents a kilowatt hour. We had signed up for a plan costing 13 cents a kilowatt hour. We found another electricity provider and changed providers because we did not sign up to pay 24 cents a kilowatt hour. Because the plan renewal notice, I thought we were OK to change with a minimal feel of $150-200. GM sent us a final statement bill for $844.18. I asked for a breakdown and they are charging $400 for 18 days of power and another $400 for terminating the service. I asked if we can have a repayment plan because of the large amount and they said no because I had terminated they could not work with me. I think they are exploitative due to we live in ***** and have had consecutive days of heat dome and temps above 100 and it is a public utility. While we were trying to conserve power, the plan changed and it ended up costing us more. I would like to pay out the bill in 3-4 payment installments. I would like the public to be made aware of their plan can "change" without their knowing or consent. I can't see my account any longer so I can't quite figure out where the problem is. I spoke to 2 supervisors in ***** and they would not work with me on a payment plan.

  Business Response

  Date: 07/26/2023

  Please see attachments. 

  Customer Answer

  Date: 07/27/2023

  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,
  
  ***************************

  Customer Answer

  Date: 08/01/2023

  Complaint: 20376037
  
  I am rejecting this response because:

  Yes please reopen it and ask GM to provide in writing to me:

  the agreement put in writing and submitted to me that I will pay  $281.39 monthly starting August, Sept and Oct of 2023 with the last payment closing out my balance. And, that there will be no other additional fees.

   

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

  Business Response

  Date: 08/02/2023

  Please see attachment. 

  Customer Answer

  Date: 08/02/2023

  Complaint: 20376037
  
  I am rejecting this response because: The new request made was to put into writing the payment plan, NOT to re-enroll in a service that I cannot afford. That is their policy to have a repayment plan. They have been and continue to be inflexible with me to work out a payment plan in writing. It works at odds with customers who cannot afford the service. I do not want Green Mountain services. I only wanted a written account of the agreement which is as follows:

  Regarding Closed Green Mountain account # ************
  ******************** Case #********

  ******************************************* received a payment sent on 8-1-2023 for $281.39.
  Customer will make the second of three payments for $281.39 on 9-1-23.
  Customer will make the third and last payment for ****** on 10-1-23.
  
  Kind Regards,
  
  ***************************

   

  Perhaps if they could agree to this, and it is in writing here, that would satisfy our wish to have a written agreement of the terms with the closed account. I will NOT reopen an account to pay *******************************************. We are happy to pay them the balance due in three installments.

• Initial Complaint

  Date:07/18/2023

  Type:Product 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.

  I had stopped services 2 months ago and have yet to receive my refund check. *** called numerous times with supposedly tickets being opened on my account as to why my check has been taking longer than it should have but with not a single response or resolution, they have kept almost $500 of my money and refuse to refund me. They make sure you pay your bill on time or you get hit with fees and or shut off threats but the minute they owe you. Its non-existent. This company is very very very unreliable! STAY CLEAR!

  Business Response

  Date: 07/25/2023

  Please see attachment.

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair 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.

  My case number is ********. Contract number 99024566.On 6/29/2023 I signed up for a plan called Pollution Free All Nighter 12 Apartment and paid $52 refundable security deposit for a new apartment that I moved into 7/15/2023 . On 7/11/2023 I had to change a service address because my apartment complex informed me that the original apartment unit was not going to be available on 7/15/2023 due to plumbing issues, so they gave me a new apartment unit. I immediately informed Green Mountain Energy about this change on 7/11/2023. An agent informed me that it is better to cancel the old plan and start a new application for the same plan (Pollution Free All Nighter 12 Apartment) and $52 deposit that I paid earlier was going to be credited back. I also sent my drivers license for an ID verification on 7/11/2023. An agent informed me that in 48 hours, my ID will be verified and I will receive a call to move forward with my application. I called on 7/14/2023 because I did not get any calls back from a customer representative after waiting for 48 hours. An agent informed me that they cancelled my plan without my knowledge and that meant that if I did not call on 7/14/2023, I would not had any electricity when I moved in on 7/15/2023. I was on the call for over 2 hours on 7/14/2023 and an agent named ******************* informed me that I would be on a temporary plan which is not what I originally signed up for to get electricity going (a temporary solution. They made me signed up for Pollution FreeTM Elect). Because it was Friday and somehow I could not get my original plan going even though on the website it shows they are open daily 7 a.m. 9 p.m. CT for a new customer. They informed me that an agent will call back to finish set up the process to get my original plan going. On the call with *******************, they informed me that my $52 fee would be credit back during that call. But, my account still shows I owe $52 and my current plan is Pollution FreeTM Elect.

  Business Response

  Date: 07/24/2023

  Please see attachment.

  Customer Answer

  Date: 07/26/2023

  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. Please properly train your call agents as my experience has made me realized that Green Mountain Energy does not train their customer representative. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/13/2023

  Type:Product 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.

  Green mountain energy is holding on to money that does not belong to them. I stopped service with this company in January and switched to another energy provider. There was an $1888 balance on my account. It is now July and they are still holding on to the money. I am very upset that they have not returned this money and everytime I call to inquire about the balance they act like they dont know what Im talking about. I need this company to send that money back. This was a payment sent by an agency for utility help. They cashed the check because the agency sent me images. I dont understand why its talking them so long to return the money.

  Business Response

  Date: 07/19/2023

  Please see attachment.

• Initial Complaint

  Date:06/26/2023

  Type:Billing 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.

  Someone was able to open an account with my social security number and accumulate charges of $662. This went into collections in January 2023 and has been wrecking my previously spotless credit score. At no point was I ever contacted about any of this. I was alerted to this by my Credit Karma app thank goodness.

  Business Response

  Date: 06/29/2023

  Please see attachment.

• Initial Complaint

  Date:06/21/2023

  Type:Billing 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.

  I have install solar panel on my home. I been talk to Green Mountain went I should start get a credit but they told me in three months. Now I have been pay Green Mountain full price for the power I have been using for those three months. Now on my fourth month come out an they requesting me to pay full price again with no credit nor anything. The past few month I been producing more than I am using but they told me that I will not get a credit for anything in the last three months. So now Green Mountain is steal my energy and still expect me to pay a full price for the month.

  Business Response

  Date: 06/26/2023

  Please see attachment.