BBB Accredited Business since
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This company generates or purchases electricity from renewable energy from alternative energy providers and resells it to their customers.
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A BBB Accredited Business since
BBB has determined that Green Mountain Energy Company meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Green Mountain Energy Company include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 120 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||29|
|Total Closed Complaints||120|
Type of Entity
Business ManagementMr. John Bui, Senior Regulatory Analyst Mr. Jim Steffes Sr., President
Electric Companies Solar Energy Equipment & Systems Dealers Solar Energy System Design & Installation Energy Conservation Products & Services
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Additional Phone Numbers
- (512) 691-6339(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
Read Complaint Details
Complaint: I called Green Mountain to make a payment and disconnect residential service for **** ****** *** ******** ** on Feb. 28, 2013. I was told that I could make the payment using bill Matrix but would have to talk to another department to process the disconnect. However, a note would be made on my account for the disconnect. Since it was late Friday evening, when I called back for the disconnect, the department had closed, not to reopen until Monday morning. I then called on Monday, March 3, 2013 to schedule the disconnect. I was told that it would be scheduled according to the move out date of Feb. 28, 2013 and my final payment would be $191 once I receive the final bill. I then called at a later date and was told that the service was not disconnected and that there was a trouble ticket entered regarding the disconnection. The representative I spoke with at that point told me that she would notate my account also with the disconnection details in addition to placing another disconnect request trouble ticket. She also explained that my final charge was $191, since there were charges on the account after the move out and disconnect date of February 28, 2013. I paid the $191 after being transferred to bill matrix after that conversation. I received a bill April 15, 2013 for $120. I then called the customer service department again, explained the situation, and was told that the bill was for previous past due charges not paid before the disconnect as well as a disconnection fee. However, the disconnection fee was taken off because the services had already been disconnected so the amount I now owe is $100. I argued about the validity of these charges based on the fact that I could not have scheduled a disconnect without paying all past due amounts first. After asking to speak with a supervisor and getting disconnected, I called back and another representative agreed that the latter was true.
Desired Settlement: I could never get back the hour and a half of my time wasted on the phone. I want the $100 in charges I did not accrue to be removed from the account. I want my account to reflect that I have paid in good standing.
Dear Better Business Bureau,
[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.]
BBB's Final Determination: Consumer accepted resolution offered by the business.
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