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Business Profile

Electric Companies

Gexa Energy, L.P.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 179 total complaints in the last 3 years.
  • 45 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:04/09/2025

    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.
    We haven't had any A/C since October 2024 (6 months) and our bills have consistently been super high $260-300 a month. This is definitive proof that Gexa Energy is stealing our money every month based on fraudulent fabricated charges in the last six months. We knew something was wrong when we reduced our usage drastically and the bills didn't change, But when the A/C broke they stayed consistent every month ????Rediculous!!!!!!!!!!!!!!!

    Business Response

    Date: 04/10/2025

    Good afternoon,

    Attached is the response to BBB Complaint ID: ********.

    Thank you,

    Gexa Energy
    Office of the President

  • Initial Complaint

    Date:04/08/2025

    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 submitted a reservation for utility services through Gexa as I was trying to leave my electric company after SIX years. It clearly states you can cancel within a 3 day window. I submitted my cancellation 20 minutes after inquiring on website. It has now been 24 hours. I continue to receive acct information. However, GEXA refuses to email me confirmation of cancellation or rescintion. GEXA without authorization, reached out to Direct energy requesting my electricity be shut off today. I have spent hours on the phone between direct energy(who cancelled ,then had to restart me) and GEXA. I have been given misinformation by TWO different supervisors from GEXA and each time they promise an email confirming the cancellation, I call and they say "it is still processing". So, GEXA is NOT abiding by the three day cancellation policy as stated on contract and website. They also today let me know I couldn't go to another company for 30 days, per **** at the *************** So, now they have my financial information, are refusing to process my cancellation and refusing to send documentation to me proving they cancelled the order. I was told yesterday the cancellation was in progress, this morning "****" stated he "didn't know what really happened" I am still waiting on verification of cancellation. I have NEVER experienced such lack of professionalism or ethics when dealing with an Electric provider in ***** .

    Business Response

    Date: 04/16/2025

    Good afternoon,

    Attached is the response to BBB Complaint ID: ********.

    Thank you,

    Gexa Energy
    Office of the President

  • Initial Complaint

    Date:04/07/2025

    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.
    In the month of March, **** issued three bills totaling over a thousand dollars. When I called and spoke to a representative, he told me that I did not pay a bill from December to February which is false. I am attaching the bills for those months showing they were paid and a screenshot showing bill payments. When I was transferred to another representative at ****, I was told that I changed my energy supplier to Next Era Energy and on this phone call I told them I wanted my energy supplier changed to ****. I was also told that by throwing away flyers and correspondence from Next Era Energy and not calling them because I considered their correspondence and flyers as "junk mail" that they can change my energy supplier.

    Business Response

    Date: 04/18/2025

    Good morning,

    Please see the attached response to Complaint ID: ******** -***** *******

    Thank you,

    NextEra Energy Services

     

  • Initial Complaint

    Date:03/26/2025

    Type:Product 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 terminated service for the address ******************************************** and was told that after my final bill amount t was adjusted from my $300 deposit I would recieve the difference. I got a bill with the difference of $178.24 due on 3/21/2025 and have yet to recieve a check OR have it direct deposited to the same account I paid my bill with. I called 3 times to be told the same thing with no resolution in sight.

    Business Response

    Date: 03/26/2025

    Good day,

    Attached is the response to BBB Complaint ID: ********.

    Thank you,

    Gexa Energy
    Office of the President

    Customer Answer

    Date: 03/27/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my 

    While they responded and stated that the refund has been processed, I have yet to see the credit on my account. It is unreasonable for me to accept that a large company like Gexas does not have the ability to immediately credit my account OR mail a check, because apparently I will likely wait up 10 more days from the date of the response to recieve it.

    Regards,


     


    Business Response

    Date: 04/03/2025

    Good morning,

    Attached is the rejection response to BBB Complaint ID: ********.

    Thank you,

    Gexa Energy
    Office of the President

  • Initial Complaint

    Date:03/26/2025

    Type:Customer Service 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 questioned Gexa about their billing tactics. I also believe this company is doing something that is illegal by blatantly over charging! I live alone and I am not home majority of the day. Most of the time I am not running heat or air but my bill is $200. It is neither cold nor hot. I have a 2 bedroom apt. I have unplugged tvs and all things in my sons room who is away at college. I have had 2 consecutive $200 bills. It was already anticipated that I would not get the $100 credit. For the last 4 days of my billing g cycle, I left on all lights. Ran the washer, dryer, dishwasher, air left on tvs and lights. Although I was only 13kwh away from using 1000kwh in 4 days although everything was on I did not use the 13 kWh but I managed to use almost 900 and I dont run much I. The house because I am the only one there. used LESS, cost more. We are being ripped off by this horrible, criminal company. I want an investigation into my usage and why I am being blatantly taken advantage of by Gexa.

    Business Response

    Date: 04/01/2025

    Good afternoon,

    Please see the attached response to Complaint ID: ******** - ***** **********

    Thank you,

    Gexa Energy

  • Initial Complaint

    Date:03/18/2025

    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 charged a high amount for two months. $543.10 for January and $402.38 for February. I want a refund or credit for the high amount.

    Business Response

    Date: 03/21/2025

    Good evening,

    Attached is the response to BBB Complaint ID: ********.

    Thank you,

    Gexa Energy
    Office of the President

  • Initial Complaint

    Date:03/12/2025

    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 have been a customer with ******************** for 6 years and have had almost ten years experience paying my own bills i have never heard of an electric bill for a one bedroom house 1 thousand sq feet being over 500$ but that is how much my bill was this month now mind you i have used gexa for many years i have never had a bill higher than 250$ i have asked for help and an explanation on this many times now and have gotten the same answer every time were sorry but theres nothing we can do i live alone im gone from 8am to 6pm every single day how has it made such a drastic jump with me being home only 20% of the day

    Business Response

    Date: 03/25/2025

    Good afternoon,

    Please see attached response for Complaint ID: ******** -******* ******

    Thank you,

    Gexa Energy

    Office of the President

  • Initial Complaint

    Date:03/04/2025

    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.
    I received a today text from GEXA Energy stating that my payment was due on 3/3/3035. I have lived in ******* for the past 25 years and have only used Garland ***** ******** This is the third time that somebody has stolen my identity to create an account with an electric company. I don't understand why these companies make it so easy for people to create accounts without verifying who they are. Previously I have had to get a notarized letter from the City of ************************* to prove that I have lived in ******* for the past 25 years. I want this account closed immediately!

    Business Response

    Date: 03/05/2025

    Good morning,

    Attached is the response to BBB Complaint ID: ********.

    Thank you,

    Gexa Energy
    Office of the President

    Customer Answer

    Date: 03/06/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



     

  • Initial Complaint

    Date:02/27/2025

    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.
    Urgent Complaint Regarding Misleading Information, Unauthorized Charges, and ********************* I am writing to file an official complaint regarding the ongoing issues with my account, specifically concerning your companys deceptive billing practices and poor customer service. Over the past four months, I have experienced significant problems that have resulted in hundreds of dollars of unnecessary charges.Initially, I tried to cancel my plan due to the rising costs I noticed in January and during my conversation with customer service, I was offered an alternative plan as a solution. The representative assured me that if I didnt like the new plan, I could switch back to my original plan without issue. This promise was the primary reason I agreed to make the switch.However, when I later decided to follow up and revert to my original plan, I was informed by another customer service representative that this was not possible. This was in direct contradiction to what I had been told earlier, which I had clearly documented. When I informed the representative that the call was recorded and I had been promised the option to return to my original plan, they reiterated that there was nothing they could do. This response is unacceptable. I then called again to cancel as I am unhappy with the deceitful practices your company engages in and there was zero retention or accountability on your CS end to rectify the situation or at the very least let me out of a contract early termination.I was misled and taken advantage of by your company, and I am extremely disappointed with the lack of accountability. The poor communication and blatant misinformation have caused unnecessary financial strain on me, and I am requesting a full review of my account, a refund of the incorrect charges, or at the very least non termination fee and immediate action to rectify.

    Business Response

    Date: 03/06/2025

    Good afternoon,

    Please see the attached response for Complaint ID: ******** -******** ******.

    Thank you,

    Gexa Energy

    Office of the President

    Customer Answer

    Date: 03/18/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



     

  • Initial Complaint

    Date:02/09/2025

    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 cant get a supervisor when requesting, websites says youre allowed to set payment arrangement but whenever I try and set one it flies not allow me to , with in 72 his of me not light bill, I started recording thats of disconnection, 5 days later I recorded a disconnection notice, would giving me time to look into resources for assistance with light bill

    Business Response

    Date: 02/14/2025

    Good morning,

    Please see the attached response to Complaint ID: ******** -Jamainayh ******.

    Thank you,

    Gexa Energy

    Office of the President

Gexa Energy, L.P. is NOT a BBB Accredited Business.

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