Complaints

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:12/02/2024

  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.

  Gexa energy does shady stuff to prevent cancelling. They conveniently disconnected the call before I could give their third pointless question determining if I knew what no power means. Has society really become that unintelligent with a lack of common sense that people are unaware what disconnecting their power entails? Its a complete and utter waste of time for anyone with at least somewhat average intelligence. Hardly a valid reason to not finish the request. Then Gexa energy makes no real effort to call the customer back instead making you call and go through the ridiculous menu options again, and hold again just to explain to someone else what you were doing and to probably do it all again and risk them conveniently disconnecting the call once again. My service is canceled this is on Gexa. They either need to call me back to finish this, or cancel it because Im beyond done with companies messing with customers and will file complaints with every veterans group I can think of if they even try to charge me another ***** extra beyond my service cut off date of Thursday December 5th. If people dont know what having no power means then they shouldnt be allowed to reproduce, or the rest of us shouldnt have to suffer because theyre mental midgets.

  Business Response

  Date: 12/03/2024

  Good afternoon,
  
  Attached is the response to BBB Complaint ID: ********.
  
  Thank you,
  
  Gexa Energy
  Office of the President

• Initial Complaint

  Date:12/02/2024

  Type:Product 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.

  I called Gexa regarding billing issues, I was overcharged for days that I was out of town. When I called I was told that they couldn't adjust anything because that was the information provided by Centerpoint Energy and that I would have to call Centerpoint. I don't understand why they could not resolve this with Centerpoint themselves since Gexa is the company I'm paying not Centerpoint. I understand that Centerpoint owns the meters but I don't do business directly with them for my electricity. Gexa is not taking any responsibility for my issue but I do have to pay them timely because they will charge late fees if I don't make my payment on time.I was out of town and no one was home for 5 1/2 days at least and there are fluctuations in the daily usage throughout each of those days--the only thing using electricity was my refrigerator. There shouldn't have been very much usage from that and the electricity usage shouldn't have changed throughout these days.

  Business Response

  Date: 12/04/2024

  Good evening,

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

  Thank you,

  Gexa Energy

  Office of the President

  Customer Answer

  Date: 12/06/2024

  [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:11/21/2024

  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.

  Re account ********: This complaint is being filed against gexa for multiple reasons, including over the course of the past several months, etc. wrongfully billing me late fees, when trying to pay through their website in a timely fashion, wrongfully denied me extensions of payment to resolve my bill due to billionaires with prejudice, I never received a single extension. Despite the fact it’s a listed feature on their website, I also demand, a refund of any 5% late charges that were paid after the initial grace period date because that information was never made clear to me for the terms and conditions of use upon signing up. I also demand refund of any return payment fees because these were accumulative by the fault and cause of gexa for the wrongful billing issues previously mentioned, including credit of all reconnection fees, if applicable life to date for all I require a complete write off and waiver of my balance , I am going to pursue this through all means if this is not resolved with BBB through all external sources necessary, please email responses. I have had more than one encounter with gexa representatives where they were unprofessional, spoke broken English made on business, like suggestions and threats, and including giving me wrong form information for whom to contact in the event of prior electrical blackouts and emergencies this is a disorganized and corrupt organization further record with the BBB, which falls online and makes sense with everything. I have experience until I only had the courage look up the record tonight with the Better Business Bureau. Telephone calls will not be returned.

  Business Response

  Date: 12/05/2024

  Good morning,
  
  Thank you for bringing your concerns to our attention. At Gexa Energy, we are committed to providing exceptional service and we regret any inconvenience you may have experienced. Gexa Energy thoroughly investigated the concerns described in this complaint. The investigation revealed that your account was billed based on the terms of service you agreed to during enrollment. On December 3, 2024, the investigation findings were emailed to you which included your proof of enrollment, contract documents, and an account summary. While no issues or irregularities were found, Gexa Energy proposed an amicable offer to resolve the dispute as a courtesy. On December 4, 2024, you requested additional time to review our findings and proposed offer. Please contact Gexa Energy directly with your decision. We look forward to your response. 
  
  Thank you,
  
  Gexa Energy
  Office of the President

• Initial Complaint

  Date:11/08/2024

  Type:Billing 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.

  I had an electricity account with GexaEnergy at *****************************. ****************, with account #********. I called in September to let them know that I was moving on the 26th of October so, they could stop service after that day. They asked me if I wanted to start a new contract in my new address and I said no. Then, I received October's invoice and everything was fine. However, they sent me a revised invoice, which included charges from October 27th to November 2nd. I called them and told them that I was not living in the apartment since October 26th. They told me I should have cancelled and hanged up on me. I called them again and I told them I did called to cancel the service back in September and they said there is no record of the call. Then, I asked why did they decided to disconnect the service a week after the correct date? If nobody is living in the apartment, as such, nobody has connected the service to another company, and the apartment company automatically took over the electricity account once ********************************************* finally disconnected the service. I told them that they just forgot to disconnected it in the correct date and they just told me they would call me back.

  Business Response

  Date: 11/18/2024

  Good afternoon,

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

  Thank you,

  Gexa Energy

  Office of the President

  Customer Answer

  Date: 11/19/2024

  [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:10/31/2024

  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.

  Hello I have been getting emails and text messages from Gexa Energy stating that I have a bill with them. I have never stayed in ***** but someone is using my information that I am not aware of. I just want to get my name removed off this account and closed. They keep sending me a bill stated that I owe them money but that is false. I'm not sure of whats going on but I need your help. They gave me an address for the property that my name is attached too. I have lived in Tn all my life so I'm not sure how my name got attached to this.

  Business Response

  Date: 11/04/2024

  Good afternoon,

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

  Thank you,

  Gexa Energy

  Office of the President

• Initial Complaint

  Date:09/25/2024

  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.

  Despite Gexa Energy's claims of sending, I never received notification that my current plan was coming to an end. Normally this is not critical. Typically an energy company in the ** deregulated market will put you on a month to month plan at the current electricity rate. In my case they doubled my 11 cents per kwh to 23 cents per hour, effectively doubling my rate. This is a grossly unethical decision made and having worked in the energy resale industry in the past, a rate higher than I've ever seen, and by a wide margin. I asked them to consider refunding me the $600+ in overcharges but of course they declined. This should not be legal: 1) ensure notification of a plan's end, even if that requires a phone call or paper mail out. 2) if a customer does roll onto a month to month the rate should be determined by the market, not price gouging during some of the most critical hot months of ********* *******

  Business Response

  Date: 10/04/2024

  Good afternoon,

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

  Thank you,

  Gexa Energy

  Office of the President

• Initial Complaint

  Date:09/12/2024

  Type:Billing 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.

  Just moved to Gexa energy you get a bill estimate as to what your bill amount will be monthly with all fees and guess what TDU delivery charge is outrages! We have an open market and have changed companies multiple times during these 11 years, never had I seen this outrageous fee! I will make sure to let everyone know how they operate. Its better to just pay early termination fee or else you will be out thousands of dollars in comparison to what other companies charge!

  Business Response

  Date: 09/17/2024

  Good morning,

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

  Thank you,

  Gexa Energy

  Office of the President

  Customer Answer

  Date: 09/24/2024

  [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:09/11/2024

  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.

  I paid a lot of money to set up fast charging at my house because I was told I was going to get charging credits for charging my EV at night. I was told July 9th they had me connected. Its been over two months, I will have no charging credits. Ive called 4 times. Completely ridiculous.

  Business Response

  Date: 09/17/2024

  Good morning,
  
  Attached is the response to BBB Complaint ID: ********.
  
  Thank you,
  
  Gexa Energy
  Office of the President

• Initial Complaint

  Date:09/10/2024

  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.

  On Sept 5, 2024 I received a bill for almost $800 - double my normal summertime bill. After being passed around to several people (whom I could barely understand), I was told they more than doubled my electricity rate per kilowatt without telling me because my contract expired. They said they sent emails. I say they didn't. I get 3 emails every month from GEXA. None say my electricity rate. They only say how much I owe, how much electricity I used, & give a payment link. The first two emails they send - EVERY SINGLE MONTH - do not work. I can't pay the bill from the link they send. It will not go through. When they send the third email, threatening me to be late on the payment, THAT is when the pay link will finally work. There hasn't been any other email saying my contract is expiring or I would have seen it. If I open at least 3 emails a month from Gexa, obviously I am opening their emails. When I called to work this out, they said I should've looked at my account. I explained the website to get into the account doesn't work and I've called several times about it. When I try to register, it says I I can't register because I have an account. When I try to log in, it says "account not found." If I can't get into my account and no-one who works there can get me into my account, how am I supposed to see what is in the account? They told me to just pay the bill from the third email every month and everything will be fine. Without my knowledge or consent, they more than doubled my electricity rate and blame now me for their technology problems. They kept passing me around from person to person, saying they will help, but kept saying they'd set up a payment plan or "defer" the bill. I don't have a problem paying my bills. I have a problem with the amount of the bill. It should be against the law to change the rate without knowledge or approval. They said they would set this up for dispute and call me within 48 hours. That was 5 days ago.

  Business Response

  Date: 09/12/2024

  Good afternoon,
  
  Attached is the response to BBB Complaint ID: ********.
  
  Thank you,
  
  Gexa Energy
  Office of the President
  

• Initial Complaint

  Date:09/05/2024

  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.

  The trade practices of GEXA do not help the consumer. This is one of those companies where you need to read the FINE print.This company does not encourage you to reduce electricity. The less Electricity you use, the more they charge you. I did not find this out til I got the first bill thinking I was going to get 11.8Cents per KW. They charge 19+Cents per KW.

  Business Response

  Date: 09/11/2024

  Good afternoon,

  Please see the attached response to Complaint *********** -***** ******.

  Thank you,

  Gexa Energy

  Office of the President