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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

  • 161 total complaints in the last 3 years.
  • 41 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:10/31/2024

    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.
    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:
    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.
    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:
    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.
    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:
    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 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:
    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.
    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:
    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.
    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

  • Initial Complaint

    Date:09/01/2024

    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.
    Hello,I went for roughly 3 months before ever receiving an electricity bill. My last bill of $25.17 was paid on April 20th, 2024. Confused why I hadnt received a bill, I called and inquired. Sometime in late July, early August, I received a bunch of bills. What stood out was a particular bill stating I used well over ***** KWH during a 30 day span. I have NEVER used that much electricity for a month span. Coincidentally, during this July timeframe we had Hurricane *****. In discussing with neighbors, they have an inflated usage of electricity beyond normal. Using an external consultant, they suspected because of the hurricane, high winds etc, there was a glitch in the meter, leading it to overstate energy use. I have called Gexa so many times, spoken to Jesu twice and lastly ******* after escalation. ******* said he worked for the *****************. Gexa wants me to pay my bill because thats what meter read. I'm now being harrased by email to pay up or they'll cut electricity. I cannot pay for electricity I did not use. No one will. Please look into this and rectify. I didnt cause Hurricane *****. Its an act of nature. I have until 09/09, otherwise they cut electricity. Ive also been charged late fees for payment after 08/26. I need a swift resolution.

    Business Response

    Date: 09/16/2024

    Good morning,

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

    Thank you,

    Gexa Energy

    Office of the President

  • Initial Complaint

    Date:08/23/2024

    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.
    Gexa is billing me double my actual usage, over $700 bills monthly, billing me for usage during piwer outages, billing me for usage while on vacation with breaker flipped off, and billing me $0.18 when the advertised rate was $0 09.

    Business Response

    Date: 09/05/2024

    Good evening,

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

    Thank you,

    Gexa Energy
    Office of the President

    Customer Answer

    Date: 09/07/2024

    [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:08/22/2024

    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 called them in July after Hurricane ***** to see if they were offering any assistance. At that time, I confirmed with *** what date my current contract was set to end. I was told on November 8th, 2024 and that I would receive an email reminder. I logged into my account on 8/16/24 l and I noticed my plan showed month to month and the price increased to 22 cents per KWH. I went on my account and had the option to send a message. I sent a message requesting my plan to go back to the one I previously had and to also confirm what date my contract ended. I received a response from them confirming my end date was in fact November 8th, 2024. My husband called them on 8/16/24 to discuss what happened, and he was told there was nothing they could do. He was on the phone for over 20 minutes, and they were unable to assist even though we were told a different date. By the time I was able to contact them, the offices were already closed. My husband called on 8/19/24 to go over the plans again and to see if they would be able to find some sort of resolution. The *** my husband spoke to proposed a plan that was supposed to be similar to our previous one. My husband agreed to discuss a plan, but he never accepted the offer. Once my husband asked him what our final bill would be, his response was $190.00. We are currently paying anywhere between $80-$120 per month. He told him no he was not going to agree and didn't want to accept the new offer. The *** told my husband he was unable to help and that he would transfer him to a different department. He transferred us to someone in the same department to offer the same plans. At the time, I was also on call. I told the lady to transfer us to a manager. I called again on 8/19/24 to make a complaint. I spoke to a manager by the name of *****. She opened my complaint and told me I would receive a call from the corporate office. Later that day, I received an email thanking me for renewing my contract. We never did that.

    Business Response

    Date: 08/30/2024

    Good afternoon,

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

    Thank you,

    ***** ****
    Office of the President

  • Initial Complaint

    Date:08/16/2024

    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 shopping for new electric provider lasy month July 2024. I was paying ***** with Discount energy. Gexa was advertising online for ***** /kWh adn I called to confirm which they did so I signed with them. Their first bill , they charged me *****/ Kwh which is a lot given that my average summer bill is more than *************************************************** know if they cant so I change providers.

    Business Response

    Date: 08/20/2024

    Good afternoon,

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

    Thank you,

    Gexa Energy
    Office of the President

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

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