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:07/14/2025

  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 am being illegally overcharged at a rate higher than what is on my electricity facts label when I signed up. My bill is approx. $200 more than it should be and customer service was terrible I asked for a manager and was transferred to a never ending loop with no contact or notice for 30 minutes. Thats on top of my hour long call up to that point.

  Business Response

  Date: 07/15/2025

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

  Customer Answer

  Date: 07/16/2025

  [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:06/19/2025

  Type:Service or Repair 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 am filing a formal complaint against Gexa Energy due to inaccurate billing, unauthorized contract changes, and the companys failure to respond to multiple attempts at resolution.I received my credit report showing a collection for the amount of $1904. This billing amount was unexplained and inconsistent with my contract terms and usage history.I contacted Gexa Energy multiple times via phone call and formally submitted requests for a detailed billing history to understand the charges. Despite these repeated attempts, Gexa has not provided any explanation or resolution.Additionally, I later discovered that unauthorized changes were made to my service contract, which may have contributed to the inflated charges. I was never properly notified or consulted about these ********** make matters worse, the disputed amount was sent to collections approximately five months ago, and this has already hurt my credit report. This collection action occurred without a final response or resolution from Gexa, and despite my efforts to resolve the matter directly with them.What I Am Requesting - A complete and detailed breakdown of the charges related to the $1,904 bill - A correction or removal of any inaccurate or unauthorized charges - A written explanation of the contract changes, including when and how they were authorized - Removal of this account from collections and correction of any negative reporting on my credit - Reinstatement of my original plan, or the option to terminate service without penalty if the billing cannot be corrected Additional Information I request the BBBs assistance in documenting this complaint and facilitating a fair resolution.

  Business Response

  Date: 07/01/2025

  Good morning,

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

  Thank you,

  Gexa Energy

• Initial Complaint

  Date:06/19/2025

  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.

  Ive only been with Gexa Energy for one month, and Im already extremely dissatisfied. I live alone in a one-bedroom apartment and work every day from 10 AM to 7 PM, so Im hardly even home to use electricity. Despite that, my bill came out to an outrageous $160 for just one month completely unreasonable for my living situation.Because of this, I made the decision to cancel my account. Now Im being told I owe $672, which makes absolutely no sense. Im not paying that. Gexa Energy feels like a scam, and I genuinely question how theyre calculating usage. Theres no justification for a single person household to rack up a bill that high with such limited energy use. I will not accept being taken advantage of for electricity I didnt even use.

  Business Response

  Date: 06/26/2025

  Good morning,

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

  Thank you,

  Gexa Energy

• Initial Complaint

  Date:06/03/2025

  Type:Delivery 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 am having 1000kwh plan with Gexa where i will get 100$ credit when used in a billing cycle. While I understand that billing cycles can vary between 28 to 35 days, the provider sends monthly account snapshots clearly showing a projected billing period, including specific start and end dates. In my case, these snapshots indicated a cycle from May 1st to June 2nd. Based on that, I planned my usage to meet the eligibility criteria by June 1st.However, the final bill was generated for the period ending June 1st, not June 2nd as previously shown. When I contacted customer service, I was told that the account snapshots are only projections and not guaranteed, even though there was no indication that the billing dates could change on the account snapshotsonly that taxes and charges might vary.This creates a lack of transparency. If billing dates can shift without notice, consumers have no reliable way to determine their target dates for promotions or usage thresholds. Kindly resolve the issue by lowering my billing amount by appliyinh the 100$ credit.Thanks

  Business Response

  Date: 06/09/2025

  Good afternoon,

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

  Thank you,

  Gexa Energy

   

• Initial Complaint

  Date:05/14/2025

  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 am writing to inquire about a discrepancy in the electricity usage reported on my most recent bill. My account includes a discount of $125 for usage exceeding ***** kWh within the billing ********* previous bill's ending meter reading was ****** kWh. To qualify for the discount, I needed to surpass ****** kWh in the current period. However, I have a time-stamped photograph of my meter taken on May 13th (the end date of my billing period) showing a reading of ****** kWh. This reading clearly indicates that I exceeded the usage threshold for the discount.Despite this, my bill reflects a usage of exactly ***** kWh. I would like to know how it's possible that my bill end date is 5/13/2025 and I have a picture showing my over ***** total usage between my bill start date of 4/11 and end date of 5/13/2025 but my usage is just under the ***** total KW usage required for my discount.

  Business Response

  Date: 05/15/2025

  Good afternoon, 

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

  Thank you,

  Gexa Energy

   

  Customer Answer

  Date: 05/16/2025

  [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:05/12/2025

  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 made an enrollment deposit on 03/22/24. I've had 100% on-time payments since then. My deposit was supposed to be refunded to me by the 13th month, but it has not been. I've contacted customer service multiple times only to be told they can't say when it will release. We're now in the 15th month and my deposit is still being held hostage. I want it released and mailed to me directly.

  Business Response

  Date: 05/13/2025

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

  Customer Answer

  Date: 05/20/2025

  [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:04/09/2025

  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.

  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:

  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 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:

  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.

  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:

  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 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