Complaints

This profile includes complaints for Peak Six Power and Gas, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Peak Six Power and Gas, LLC

  2305 E Cesar Chavez St Austin, TX 78702-4603

• 

  Peak Six Power and Gas, LLC

  PO Box 6036 Austin, TX 78762-6036

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

• Initial Complaint

  Date:03/28/2025

  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.

  This is what happened with me. - Their employees go door to door and knock the door ( very unsual in **)- They say they are from ******** Electicity and Gas Utility in ***********) and want to check the bill to save on Gas Bill - They have PEAK 6 id so on pressing they say they are from PEAK 6 who can supply Gas - They check your bill and they say your Gas bill will be caped to $40 if we sign up - They take all your information and sign you up - The representative was not able to sign me up because they were not getting cellphone network around my front door - My current Gas bill was around $80 so I thought it is a good thing and I signed up using their website.- I received a letter that PG&E will continue to send me the bill. I was waiting for my next bill to see my PG&E bill reduced by approx $40. But to my surprise the bill was actually approx $35-$40 more. I email them, and they responded that PG&E charges for distribution and they charge for generation. I told them that this was not made clear by representative nor mentioned clearly when signed up on website. I checked and It was very vaguely written that you will still receive single bill from PG&E. PEAK 6 will be responsible for generation and PG&E for distribution, it was not mentioned there would be separate charges for them. When I requested the refund and cancellation, they initiated cancellation and said it would take 1-2 billing cycles and refused to provide refund. It is a common sense that if you are going to increase the bill, why would someone sign up? But their representative who examined the bill never highlighted that. I called them to see if their phone customer service better but it was same. The representative was rude and hostile. She not only refused to refund but blamed me. Any genuine company will provide refund It is clear the company is shady company who only strategy is to sign users up. They are guaranteed $40 month for at least 2 months, and if user not notice that even more.

  Business Response

  Date: 04/07/2025

  Our company is a licensed supplier operating under state-regulated customer choice programs. Our representatives are trained to clearly state that we are not the utility company (in this case, PG&E), but rather an alternative gas supplier. All representatives carry visible identification and are required to disclose their affiliation. Additionally, we do not represent ourselves as PG&E, and any claim to the contrary would be a violation of company policy and subject to disciplinary action.
  We understand there may have been some confusion regarding how utility charges are structured. PG&E continues to handle distribution, billing, and service, while we supply the gas commodity. This is explained during the enrollment process, and the website also outlines that customers will continue to receive a single bill from PG&E, which includes both distribution and generation charges.
  Regarding your specific enrollment: we show that the enrollment was completed voluntarily through our website. Our Terms and Conditions are presented clearly during this process and include pricing, billing, and cancellation details. While we regret that your expectations were not met, we must reiterate that the charges were applied in accordance with the agreed-upon terms.
  As requested, we have already initiated the cancellation of your enrollment, which typically takes 12 billing cycles to reflect due to utility processing timelines. However, no refund is due, as service was provided as outlined.
  We value all customer feedback and take complaints seriously. Your experience has been noted and will be reviewed internally to help improve our communication and training.
  If you have further questions or need clarification, we remain available to assist.

  Customer Answer

  Date: 04/08/2025

  Complaint: 23127524
  

  Yes I submitted enrollment from website, but that was after your employee who knocked on my door told me that I can save my biil by switching. He also looked at my biil and confirmed that I will save on the bill. He never mentioned I will be charged anything other than $40 he mentioned. The employee could not do enrollment because he was not getting mobile network reception.  If the employee had intention to be tranceparent, he would have explained me clearly how would my bill is expected to change, since he had my electric bill in hand. He had specifically asked my electricity biil to tell me if I will beneit by enrolling in this plan. 

  Never once he said you will be charged separtely from PG&E and Peak 6. My bill had total Gas charges of approx $80, after enrolling I almost got $72 in delivery charges from PG&E. But the only objective of your employee was to get the enrollment, so he did not care to make a customer aware. If this is not fraud or scam, then what it is. 

  I asked him if there is a way I can enroll online, and your employee confirmed I can. 

  When I submitted online, there is no clear call out that I will be charged separately for my gas charges, it just said you will receieve a single bill from utility. 

  The enrollment takes 1-2 billing cycles and cancellation takes 1-2 cycles. That means you are guaranteed to receive 2-3 months of billing regardless of whether customer likes or not. 

  I am not asking for any personal compensation. I am only asking to refund my increase in bill for 2 months that I will be with PEAK SIX. I cancelled it the first day I received my first bill. This shows I am cancelling due to incorrect communication from your employee behalf. It is not like I enrolled and fogot and keep using your services for 8-10 month and then I am asking for refund. I cancelled the earliest opportunity I can. 

  Pretty much any business provide customer a ***** period for initial few days in case customer is not satisfied. But I have not seen that intention from your business. 

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

  Business Response

  Date: 04/08/2025

  All of the customers questions and concerns have been thoroughly addressed. The customer completed the enrollment independently through our online platform, which includes a mandatory review and acceptance of the terms and conditions. We have provided natural gas services to her residence as agreed upon; therefore, no refund is warranted.
  

  Customer Answer

  Date: 04/08/2025

  Complaint: 23127524
  
  Dont agree that all concerns has been addressed. The company gets enrollment by sending employees dood to door, *** doesnt disclose full information about the charges. As mentioned in previous communication, they even check your bill and say you will be saving money even though it is the opposite. 
  

  The modus operandi of the company is that if a customer enrolls they are guaranteed $40 per month for at least 2-3 months because it takes 1-2 billing cycle to cancel and enroll. If the customer does not notice, then more months more money. 
  

  The discussion in this forum clearly demonstrates how they dont care what customer is going through. If they would have earned the customer by disclosing everything and being transparent, then it would have been okay. But here they just send employees door to door to spread lies. It doesnt matter I eventually enrolled online, as the enrollment was done purely basis of employee persuasion. How on earth I will know about Peak 6, go online and enroll. 
  

  If you dont want to refund money, say you dont care about customer. But dont say concern is addressed. 

  
  Regards,
  Chetan

• Initial Complaint

  Date:09/18/2024

  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.

  so a guy came to my apt on 3/18/2024 nd said i will be charge $40 monthly fair price nd nothing more which will be same for 12 months he never told me ill be getting charge for in summer . i got charge on 5/23/2024 by peak 6 for $40 wen i dnt even have pilot light on and my heat is off since march 2024 i reached out to peak 6 on 6/24/2024 requesting to cancel my service with them as im getting charge $40 for sumthing im not using nd tht too in summer wen its 114 in ********** they said they requested cancellation of my service on 6/24/2024 nd pg&e scedhule it to be cancel on 7/23/2024 . this is their respond ( We have requested the cancellation of your Peak 6 Power and Gas account. Your confirmation number concerning that request is: 4769530.PG&E will process that cancellation request at the next available meter reading or two, according to their timeline. You can expect to see Peak 6 Power and Gas listed on the bill as your Core Transport Agent (CTA) until PG&E has completed the transfer of service. We will also issue a refund for the billing cycle with no usage, this process takes 4 to 6 weeks after the account is closed.) thts wat peak 6 said i reached again on 7/22/2024 because i was still seeing a charge nd not realizing it wnr take affect until 7/23/2024 some lady called me from 8/16/2024 nd left this msg (Hello , this is easy with the six power and gas . I'm giving you a call back as via it does look like you might have questions regarding the bill . There is not a $40 charge . You can clearly see that the third-party gas is charging a dollar in one cent . If you have any other questions, please feel free to give us a call back as previously stated also in the email of the effective date for cancellation was scheduled by PG&E on July 2 3 so that means that you're no longer our customer since July 2 4. its 9/17/2024 still no refund . $40 still showing on it pg&e is saying it has to be peak 6 its been 8 weeks nd so still nothing

  Business Response

  Date: 09/18/2024

  The customer has already been refunded. Our records show that the check was cashed by the customer on August 1, 2024. The attempts to contact the BBB appear to be in response to the customer's request for additional funds that are not owed.

  Customer Answer

  Date: 09/18/2024

  Complaint: 22301558
  
  I am rejecting this response because:
  i did not ask for additional refund from peak 6 they r lying nd making up stuff no where in my email it says provide me additional refund 

  i spoke to pg&e they requested for peak 6 to send them confirmation of me no longer being customer since june ******* 

  peak 6 is denying / refusing to communicate with pg&e 

  i have attached my respond to peak 6 requesting for them to reach pg&e which they never respond

  whoever just responded to me on email nd here at bbb is making up story nd lying which can turn into legal action against them for falsely accusing me of asking for refund 

  pg&e has stated peak 6 just need to reach nd let them know nd it will be remove 

  im not only charge $40 but charge twice again nd it is shown i showed peak 6 screenshot 

  they refuse to reach pg&e nd instead faslely accusing me which is illegal nd a crime 

  bbb i would like my complaint to be share on ur platform so action is taken against peak 6 

  for charging customers in ****** wen it shoulf be winter nd then fasely accusing a customer who requested for them to fix the issue i never asked for any refund which peak 6 is stating i asked for additional 
  Regards,
  
  *************************

  Business Response

  Date: 09/18/2024

  ***** enrolled in a flat-rate plan of $40 per month for 12 months, and the terms of her agreement explicitly stated that charges would apply year-round, including the summer months. On June 24, 2024, she contacted our customer service team to request a refund, claiming she had no gas usage during the billing cycle from April 25, 2024, to May 22, 2024. After a thorough review, we determined that ***** was not eligible for a refund, as her flat-rate plan provided for unlimited usage, regardless of actual consumption.
  Despite *****'s ongoing and aggressive interactions with our staff, we made significant efforts to address her concerns. As a one-time courtesy, we processed a refund due to her financial difficulties and additionally issued a refund for her first month of service (March 26, 2024, to April 23, 2024). However, a full refund for that month was not issued, as customers cannot receive gas services at no cost. In total, $78.18 was refunded out of the $82.00 billed for her four months of service, exceeding what she was entitled to under her agreement.
  Our records show that ***** requested cancellation during the same conversation on June 24, 2024. Following this, Peak 6 submitted the cancellation request to PG&E, the distribution utility responsible for managing the onboarding and removal of third-party suppliers. ***** was informed of PG&Es standard processing timeline of 1-2 billing cycles for any changes, with her final day of service set for July 23, 2024. It is standard practice that customers do not need to contact their supplier to confirm this date, as it falls under PG&E's purview.
  Currently, ***** appears to be using the Better Business Bureau as a means to request additional credits or adjustments to her account, despite already receiving refunds that she was not entitled to. For your reference, I have attached a copy of the enrollment form signed by *****.
  Thank you for your attention to this matter. Should you have any further questions or require additional documentation, please feel free to reach out.

  Customer Answer

  Date: 09/19/2024

  Complaint: 22301558
  
  I am rejecting this response because:i was never aggressive toward peak 6 nd their employ attach r all email proof 

  peak 6 still falsely accusing me nd lying 

  peak 6 agent told me it will be 12 months contract where i will be charge $40 i told the day i sign up i dnt have gas atm its been turn off he stated nd its on my house camera videos clearly stating him saying it will charge u wen u have 

  so peak 6 is falsely accusing me nd still lying nd i contacted them now to let them know they need to submit form to pg&r letting them knw im no longer with peak 6 even the day the agent came i **** him i dnt want him he said dnt worry it will help but he even kept pushing me to sign up i dnt even open my door for ppl who i dnt knw 

  i no longer want any respond from peak 6 i would want all attachment i provided to bbb to keep nd post nd peak 6 can go thru chat nd see where i was agreesive toward there employ who plainly dnt have no customer service idea dnt knw how to interact with customer nd call me a liar nd plainly accuse me of asking for more refund 

  nor or any of my emails it says refund me it says for them to adjust it by letting pg&e 

  as peak 6 is still showing on my pg&e account charges $1.01 for 2 months even after $40 

  peak 6 is not trusthworthy nd plainly lying  

  any of my emails i never been agressive toward them its mainly my emails letting them know if they dnt talk to me in respectful way nd fix this issue i would be filling a complaint nd action 

  if tht say me standing up for my rights then peak 6 needs to do better im not the only one before peak 6 comes falsely accuse me they need to look at their reviews how ppl r coming iut nd saying peak 6 is scamming 

  have a wonderful day 

  no more respond or anything require from peak 6 i dnt want nothing from them to do but my complaint will stay there 

  nd for record peak 6 agent lied nd never told whole truth they come to ur door with fake story to grab customers nd refuse 

   

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

• Initial Complaint

  Date:09/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This has been a nightmare! This company scammed my late husband and I. Apparently, they claim my husband opted into their services when he was disabled, wheel chair bound and suffering from Alzheimers with a 24 hour care giver? For years I contacted PG&E requesting info on who this company was and how to contact them. PG&E refused to give us a name or any details on this company. Even after I explained my husband could not have authorized such an agreement. PG&E refused to do anything on their end because we had to speak directly to this 3rd part co (we didnt know anything about). Now our bill has gotten out of control with their pricing which we were even told by PG&E was more than their in house pricing & is not saving us anything. We have just received a disconnect notice and for the first time PG&E told us who this company was. We would like full reimbursement due to a fraudulent agreement, not to mention years of turmoil attempting to track them down. And immediate termination of our alleged agreement.And now after reading pages of complaints here from other consumers, this is apparently how this company operates!

  Business Response

  Date: 09/19/2023

  Good morning,

  This complaint has contact information for someone by the name of *********************** who is not authorized on the account to get information or make changes.

  *** nor Peak 6 are allowed to provide any account details to anyone who is not the account holder or authorized. If ***** is contacting the utility to get account details or make changes the utility would not provide account details as she is not authorized on the account. It is required that any utility provide a customer the name and contact information for any supplier listed on their bill. Additionally, Peak 6 billing and contact information is printed on the *** statement monthly. These requirements are not optional.  Our records indicate that *** has generated bills with Peak 6 billing and contact information on or around the 12th day of each month since July 2015.

  Our records indicate that ************************* enrolled into Peak 6 gas services on 4/20/2015 via telephone.

  All Peak 6 customers are required to complete a Third Party Verification (***) to enroll in our services on a recorded line. This required *** goes over the rate, price, term, and Peak 6's relationship to the utility. In order to complete the enrollment, the customer would have to accept all the terms of the enrollment.

  Our records indicate **************** completed the required *** portion to enroll in services with Peak 6.

  Our records do not indicate any cancellation request from **************** or ***************** via email, phone, or chat prior to this complaint. 

  Peak 6 services are optional and we do not charge any early termination fees to cancel services.

  I have submitted a cancellation request on the account. Please allow 1-2 billing cycles to see the change go into effect as the utility does not allow customers to make changes in the middle of a billing cycle. 

  ******* services were rendered as agreed upon, no refund is warranted.

  Please contact our friendly ************* at ************** if you have more questions about the account.