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:05/08/2023

  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 contacted my utility company CPL and had my account switched from my current energy provider to theirs without mine nor husband's consent. I have never heard of Gexa until i received a letter in the mail addressed to Ariel ******** to my address. I don't know an Ariel ********. The letter was providing thanks for joining their company for electricity services. I dismissed this because i thought it was error, however the 2nd letter was confirming funds owed. I called , i advised them i felt this was a scam. I received a call shortly after, and the rep. was informing they received the request on-line and they have no control as to who switches the accounts into their accounts. I asked how did you know the name of my utility company and know which account to switch over. I have a feeling this is not just theft but also identity theft too. I had to call my energy provider and get all that fixed to avoid an early termination fee and services. Gexa does not and never will have my permission to provide my address with services.

  Business Response

  Date: 05/22/2023

  May 22, 2023
  
  Christina
  ********
  922
  Perch Ave
  Edinburg,
  TX 78542
  
  Response
  to BBB # ********
  
  Thank you for contacting
  Gexa Energy with your concerns. We appreciate your feedback. A detailed
  investigation of your account indicates the following:

  On April 20, 2023, Gexa received an enrollment
  from another customer for ESIID ***************** at *** ***** **** ********,
  **, ***** with the effective start date of April 21, 2023.

  That customer later contacted Gexa to inform
  us that they had enrolled with Gexa using the incorrect address of *** ***** **** * request was opened by Gexa Energy to return your premise with ESIID # ***************** to your previous Retail Electricity Provider (REP).

  On May 6, 2023, the request was completed,
  and your premise was returned to your previous REP. Ms. ********, you are not
  responsible for any charges associated with the enrollment.

  When an applicant enrolls with a Retail
  Electric Provider (REP) and provides the necessary information to start electric
  service at a particular address, that REP is required to process the enrollment
  and start service in that person’s name. This involves the automatic closing of
  the energy account for the person that previously or currently resides at that
  address without the loss of power (regardless of which energy provider they
  were with). This process generally works well but can cause frustration when a
  new enrollee provides an incorrect address, canceling someone else’s electric service
  account in error. Ms. ********, Gexa Energy utilized the appropriate process to
  promptly return your service to your name with your REP of choice, with as
  little inconvenience as possible.

  Based on the account review, the premise was
  enrolled in accordance with the enrollment request received on April 20, 2023.
  On May 6, 2023, the premise was returned to the previous REP.

  We
  apologize for any inconvenience this may have caused you. Gexa Energy is
  committed to improving the customer experience. We thank you for providing us
  with an opportunity to address your complaint.
  
  Respectfully,
  
  Gexa
  Energy, Office of the President

• Initial Complaint

  Date:11/18/2022

  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 have questioned Gexa and their tactics for years. I fully believe they either throttle our meter or are blatanly over charging! I have had FOUR $600 bills the last 4 months. Since our contract ended this summer and signing a new three year with Gexa, we used LESS electricity and the bill was $100 MORE! Some how ~magically~ my usage has dropped over 2500Kwh but JUST enough to keep it at 1080 kwh....I SHOULD have recieved a $100 bill credit and paying 13 cents a KWH vs 23 cents!!!!!! We are being ripped off by this company. I'd rather suffer without electricity than deal with this horrible, criminal, company.

  Business Response

  Date: 11/28/2022

  November 28, 2022

   

  Hollie Henley

  1512 Hankamer St.

  Pasadena, TX 77506

  RE: BBB # ********

   

   

  Dear Ms. Henley,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you believe Gexa is overcharging you due to extremely high bills in recent months. Your bill has increased with your new contract even though you are using less electricity.

   

  A detailed review of your account indicates that you began service with Gexa Energy on 11/6/2018. Further review of your account indicates the following:

   

  • On August 18, 2022 Gexa Energy issued an invoice of $639.26. This invoice included a balance forward of $259.10 from the previous invoice, and current charges of $380.16 for a usage of 2698 kWh. This was the final bill issued based on your expiring contract price.

  • On August 19, 2022 our records indicate you contacted Gexa Energy to renew your contract. You agreed to the Gexa Prime 36 plan which features an average price of 13.9 cents per kWh at 1000 kWh. This price includes the following: Energy Charge of 19.69 cents per kWh, a Usage Credit of $100 per billing cycle for usage between 1000 kWh and 2000 kWh, and the TDU Delivery Charges passed through from CenterPoint Energy.

  • On September 19, 2022 Gexa Energy issued an invoice of $631.69 which included current charges of $592.69 for a usage of 2337 kWh. This was the first bill issued based on your new contract price and did not qualify for the $100 Usage Credit.

  • On October 19, 2022 Gexa Energy issued an invoice of $601.27 which included current charges of $551.64 for a usage of 2174 kWh. This invoice did not qualify for the $100 Usage Credit.

  • On November 16, 2022 Gexa Energy issued an invoice of $622.97 which included a balance forward of $448.85 and current charges of $174.12 for a usage of 1080 kWh. This invoice did qualify for the $100 Usage Credit.

    • Our records indicate you contacted Gexa Energy that day to request a payment arrangement. A payment extension was approved for your account, and the agreement was satisfied by the due date of the extension.

  • On November 22, 2022 a member of our Office of the President team reached out to you to discuss your concern with your plan & invoices, however there was no answer, and a voicemail was left. We encourage you to contact Gexa Energy at your earliest convenience if you have any further concerns or you may provide a good callback time and one of our representatives will be happy to discuss with you.

   

  As indicated, Gexa Energy has invoiced your account in accordance with the plan selected and the usage reported by your TDU. CenterPoint Energy has provided Actual readings from your meter, and we encourage you to utilize the SmartMeterTexas.com website to monitor your meter information & usage details. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

• Initial Complaint

  Date:10/20/2022

  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.

  10-17-2022,I was provided new info about my light bill account!to which I was under a one year contract. I have spoken to at least 7 gexa employees. They all provided me different info.Gexa claimed they sent me out a letter of renewal since July 2022.But the I was also told that Feb 2022,was when it was sent out! Bottom line is that I had disputed the factor of never recieved the renewal forms:then Gexa admitted that only one attempt was made!They never emailed me ,or phone called me! I had the cheaper plan of 12.4 cents/kilowatts.With the factors of myself being disabled;low income, living alone, I have heart conditions and so forth.My bill started off between $ 40-60.00.i was content with that.I had called Gexa on 10--15-2022.Thats when I find out that my account was no longer on the contract!!I became very ??!!!I have been calling these people back and forth ?? trying to get them to take into consideration of the factors of me not ever recieved the renewal form to remain on contract.;no other attempts were made to even make sure d received the info...the supervisor i d spoke to 10-19-2022She told me mixed up tails at the beginning and at the end! She claimed she was a manager i requested. But I believe she is supervisor. And she claims that I can't get that plan back;but kept offering 3 yr.contract for cheaper rate.i d disputed bout needing some of money back!to which she claimed that she can give 75.00 as a courtesy credit and she can also usage credit too.only if i again,take the 3 yr contract!!! I REALLY NEED HELP WITH THIS! THIS lady is trying to entrap me with taking the 36 months in order to get half of credit back!and to get charged 2 extra more times!!thats 7 mths and a half that Gexa need to pay me towards my bill to which at least 35 to 40.00 mthly should be credited each mth for 7 months!I'm stuck out right now with little money!!! I live alone in a 1 bedroom!! Please assist ?? please!

• Initial Complaint

  Date:10/08/2022

  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 started electric/energy service with Gexa in July, In July and August I saw the bill that was unreasonable charges, I reached out to them and they didn't do anything, I canceled the service on Aug 29th, Then I received the early termination fee of over 11334.69. I tried reaching them but no response. Please help

  Business Response

  Date: 10/19/2022

  October 19, 2022

   

  Riteshkumar ******

  **** * **** **** **
  
  ******* ** *****

  RE: BBB # ********

   

   

  Dear Mr. ******,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you received unreasonable charge from your new Gexa Energy service and canceled the service. You are disputing the amount of your early termination fee.

   

  A detailed review of your account indicates that you began service with Gexa Energy on 7/1/2022. Further review of your account indicates the following:

   

  • On July 29, 2022 Gexa Energy generated your first invoice of $1,662.88 for the usage period of 7/1/2022 to 7/28/2022.

  • On August 3, 2022 our records indicate you contacted Gexa to inquire about the recent bill. The Gexa Energy agent confirmed that you were billed accurately based on your agreement and the reported usage of 10,771 kWh. You advised that you would call back regarding any next steps.

  • On August 29, 2022 Gexa Energy received notification of a Switch at your premise effective for that same day.

  • On August 30, 2022 Gexa Energy generated an invoice of $1,916.53 for the usage period of 7/28/2022 to 8/29/2022.

  • On October 4, 2022 Gexa Energy generated an invoice of $11,334.69 which included the Early Termination Fee of $10,180.81 + tax.

  • On October 11, 2022 you contacted Gexa Energy to inquire about the early termination fee on the account. You spoke with your account manager who explained that you were billed the ETF according to the terms of the agreement, which was cancelled on 8/29/2022.

   

  As indicated, Gexa Energy invoiced your account in accordance with the terms of your contract. Upon receipt of the Switch request for your account, the Early Termination Fee was charged as outlined in your contract. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

  Customer Answer

  Date: 10/21/2022

  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 complaint.  
  
  
  I started this contract in a good faith , as they mentioned the contract rate at 11 cents but when I received the bill the additional charges were more almost 40 to 45% of actual bill , this was NOT in the contract . And I clearly asked any other charges and was told no , there was no additional charges. When I called in to cancel , they didn't mention the early termination ( looting charges) . 

  
  

  Please see the invoice about and attached invoices .  Before I started Gexa the invoice was straight cents times usage , but Gexa had all additional charges . These are predatory contracting and looting.

  Bottom line I cannot afford it , closing and moving back to my country , But want to resolve it if possible.

  
  

  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 11/01/2022

  November 1, 2022

   

  Riteshkumar ******

  **** * **** **** **
  
  ******* ** *****
  
  

   RE: BBB # ********

   

   

  Dear Mr. ******,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you were not billed according to the contract agreement and you were advised that there would be no additional charges.

   

  A detailed review of your contract confirms that your price includes the Energy Charge of 11.599 cents per kWh plus the TDU Delivery Charges passed through from Oncor. Gexa does not have any additional fees such as meter fee, minimum or maximum usage fees, nor a customer fee. Your bill is based upon the Energy Charge times the usage, plus the Oncor delivery charges and any applicable taxes. The contract also confirms that your Early Termination Fee would be equal to two (2) times the Average Monthly Charge (as designed in the Terms of Service) for each year and partial year of the remaining Contract Term for each such terminated ESI ID.

   

  As indicated, Gexa Energy invoiced your account in accordance with the terms of your contract. Upon receipt of the Switch request for your account, the Early Termination Fee was charged as outlined in your contract. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

• Initial Complaint

  Date:10/07/2022

  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 have been with gexa energy for over 10 years. In 2020 I bought my first home and brought gexa from my apartment to my home. I have always used budget billing with gexa and have never had any issues. However in May of 2022 it was time for my plan/contract to be renewed. I decided to shop around for rates and ask Gexa what the best rate was they could give me. I was then told that I had a deferred balance of $700. I asked them why because I pay my bill every month they explained to me that budget billing is an average of 12 month usage but after doing all the calculations possible the budget billing was not correctly averaged. They charged me a significantly lower amount than what was actually owed on my monthly bill (example bill was $64 I actually owed $193) that's no where near an average. After speaking with a representative back in May I was told the budget billing would be removed for my account as well as the deferred balance. It's now October I called 2 weeks ago still have been unable to have a supervisor contact me the budget billing is still on my account and now they said my deferred balance is $900 even though I've been paying the total charges due on my account. (There's actually a line that says "total charges due" that's the amount I pay and not the low budget billing amount) just know that if you join gexa your bill will not be easy to understand and they are not straightforward with the amount that you owe and on the second page of your bill in tiny print you will more than likely have a deferred balance amount.

  Business Response

  Date: 10/19/2022

  October 19, 2022

   

  ******* *******
  
  ***** ***** **** ******* **
  
  ******** ** *****
  
  RE: BBB # ********

   

   

  Dear Ms. *******,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you were advised of a high budget billing variance in May 2022 because your monthly budget amount was set too low. You were advised that the budget billing and variance would be removed, however you still see the amount owed reflected on your account.

   

  A detailed review of your account indicates that you originally began service with Gexa Energy on 6/12/2018. Further review of your account indicates the following:

   

  • On May 4, 2022 our records indicate you contacted Gexa Energy regarding an increase in your rate. The Gexa agent confirmed that your contract expired and offered to renew on the Gexa Freedom 12 plan. You discussed your budget billing variance with the agent and requested to cancel the program, however the agent mistakenly submitted a request to verify your initial budget billing enrollment instead.

  • On September 9, you contacted Gexa Energy to discuss your recent bill. The Gexa agent confirmed that your account was still on the Budget Billing program. You requested to cancel the service, and the agent submitted the proper cancellation request.

  • On October 6, a Gexa Energy agent contacted you to confirm that the Budget Billing cancelation had been processed, and your next invoice would contain the Budget Billing true-up. You disputed the true-up because you had been advised that Gexa would remove the variance from your account. The agent submitted an escalation request for your dispute.

  • On October 10, 2022 Gexa Energy found that the original agent did not properly submit your request and applied a courtesy $200 account credit due to the negative experience. The agent reviewed payment plan options for your account, and on October 12, you contacted Gexa Energy to establish a Deferred Payment Plan with a 50% down payment and the remaining balance deferred for 5 monthly installments.

   

  As indicated, the Gexa Energy agent you spoke with in May inadvertently submitted a budget billing enrollment review request instead of a cancellation. As a result, your budget billing program was not cancelled until October. A courtesy $200 bill credit has been applied for the inconvenience, and a deferred payment plan has been established for 5 monthly installments. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

  Customer Answer

  Date: 10/20/2022

  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 complaint. 

  
  

  I have asked to have the call from May 13th reviewed as that is the call I made to ask what rates Gexa could provide me with for my renewal of my electric plan. When I suggested to the agent over the phone that I would shop around to see what other rates were available to me with other companies I was told that I had a balance of $700 because of budget billing. I asked to have the budget billing cancelled immediately in May and the agent told me it would be cancelled and the deffered amount was going to be removed. 5 months later it had not been removed. During this time I was told to pay $166.66 as that was the amount without the budget billing difference I later found out that was a lie. I have been told that budget billing is an average of 12 month usage and periodically it is adjusted to avoid over billing or under billing with it showing an average usage of 10,487 kwh for 11 months usage that would be 953.36 kwh per month which does not equal a $60 or $40 bill yet that is what I was being charged each month for 2 and a half years. I've had budget billing for 10 years at three different addresses. My current address I've been at for two and a half years and my budget billing was never properly adjusted for 12 months of usage at this address and I was being severely underbilled. Because Gexa did not average my 12-month usage properly I acquired a balance. The underbilling was not my doing this was a mistake on Gexa's part. In my most recent call with the supervisor after my claim had been escalated my questions were dismissed with canned responses and a $200 credit on a $1000 bill that was not my fault. I have always paid my bill that is stated on the website and on the actual bill on the line that states Total Amount Due in big bold letters. No one at gexa wants to do the math to show the budget billing was calculated wrong and I was being severely underbilled. Gexa under charged me on my bill and I want them to admit the mistake and remove the deferred balance as this balance is due to them neglecting to charge me the correct amount monthly. 
  
  
  
  Regards,
  
  
  
  Krystal *******
  
   
  

  Business Response

  Date: 10/24/2022

  October 24, 2022

   

  Krystal *******

  ***** ***** **** ******* **
  
  ******** ** *****

  RE: BBB # ********

   

   

  Dear Ms. *******,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you have requested to have your May 13^th call review because you requested to cancel your budget billing enrollment at that time and were advised that your deferred amount would be removed. You believe you have been underbilled by Gexa while on budget billing and you are requested to have the deferred balance removed.

   

  As indicated in the previous response, Gexa Energy has confirmed that the original agent did not properly submit your request to cancel the budget billing program in May. We sincerely apologize for the inconvenience that has caused. As a result, Gexa Energy has cancelled your budget billing program and applied a courtesy $200 Goodwill Credit to your account, as well as established a Deferred Payment Plan for the remaining balance due.

   

  To provide further transparency regarding your billing concern, Gexa Energy is attaching an Excel file containing the details of your account ledger from June 2021 to September 2022. A PDF version will be attached as well. The ledger outlines your monthly budget billing amount in Column D, compared to the Actual Amount based on your Actual Usage in Column E and F, and the difference per invoice in Column G. This is confirmation that the Budget Billing True-Up of $939.97 is for Actual usage consumed at your premise due to your budget billing monthly amount being set too low. Any overpayments made during this time were applied to your overall account ledger.

   

  We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

  Customer Answer

  Date: 10/26/2022

  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 complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  As proven by your excel spreadsheet the charge amount was the amount I was asked to pay each month it was in bold on my bill as the total amount due and it was the amount that showed up on my online bill. It was between $40 and $46. That apparatly was a false amount incorrectly billed to me as the actual amount was clearly more. If you add from June of 2021 to June of 2022 you don't not reach an average of $40 to $46 of usage. I do not deny using the electricity. What I am disputing is being underbilled to an extreme extent that resulted in a large balance that should have never happened. This was Gexa's fault by billing me a low amount each month I now owe them an extra $80 a month on top of my already $200 electric bill I only have a certain amount budgeted for electric and it is going to be very difficult to pay this off each month. All because Gexa incorrectly underbilled me. I want gexa to tell me what the correct average bill amount would have been from June 2021 to June 2022 and admit that it was incorrectly calculated and remove the deferred amount as I paid the total amount due every month for the last 10 years I have been with gexa. I have never not paid a bill and I have never not paid the amount on the bill labeled TOTAL AMOUNT DUE. If that was not the total amount due they lied and were hiding the true total amount due.
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 11/03/2022

  November 3, 2022

   

  Krystal *******

  ***** ***** **** ******* **
  
  ******** ** *****
  
  RE: BBB # ********

   

   

  Dear Ms. *******,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you do not deny using the amount of electricity reported, but you are disputing being underbilled and receiving a large balance owed. You would like to know the correct monthly budget billing amount and are requesting that Gexa remove the deferred balance from your account.

   

  As of 11/1/2022, your monthly budget billing amount would be $170.66 per month based on an average monthly usage of 941 kWh. Based on the historical invoice amounts provided in the previous response, we can presume that your average monthly bill would’ve been ~$139.99 for the previous term. Gexa’s budget billing amount from June 2021 through May 2022 was indeed set lower than your actual monthly average. As a Retail Electric Provider (REP), Gexa Energy may reconcile any over- or under-payment consistent with our Terms of Service. For a customer with an average payment plan, a REP may collect under-payments associated with a level payment plan upon termination of the agreement.

   

  As previously explained, Gexa Energy has applied a $200 bill credit to your account and established a Deferred Payment Plan to help pay off the amount in monthly installments. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

• Initial Complaint

  Date:10/03/2022

  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.

  last month I paid the highest electric bill I have ever seen 09/02/2022. I always pay when its due but I got a second bill that was due on 09/29/2022 I couldnt afford this EARLY extra bill so I paid it on 10/3/2022 with a late fee that was way too high. I get paid on the first and they need to keep the bills on the first they didnt have a problem with that arrangement when we started with them *** *** **** ******** ** **** *** * I want them to refund the late fee and set a fixed ****** date for the bills to be due!

  Customer Answer

  Date: 10/07/2022

  Better Business Bureau:
  
  
  
  This letter is to inform you that Gexa Energy, L.P. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/3/2022 and assigned ID ********.
  
  
  
  Regards,
  
  
  

• Initial Complaint

  Date:09/26/2022

  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.

  Gexa Energy cancelled my original energy plan agreement on 7/17/22 after I informed my landlord I was going to vacate on 7/31/22. No one in the leasing office nor myself had contacted Gexa to discontinue the power. I called Gexa on 7/18/22 and explained the situation to them and was told “We do not know who requested the power to be shut off”. After that, I requested the power to be turned back on under the original plan terms rather than the newer more expensive terms, to which I was told “no problem”. Sometime in August, Gexa disconnected the power yet again, so on 9/8/22 I contacted Gexa again and informed them of the situation, again I asked who had requested the power to be shut off, again to be told “we do not know”. Essentially, they put me on a plan that was two times as expensive since they could not figure out who contacted them to cancel the original contract. This put my 2 month electricity bill at $600. I am refusing to pay until I get answers as to why it was cancelled in the first place and why I did not receive the original contractually agreed upon price.

  Business Response

  Date: 10/06/2022

  October 6, 2022

   

  RE: BBB # ********

   

   

  Dear Mr. *******,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that your Gexa Energy account was closed in July without your authorization, and your account was regained under the same contract terms. Later in August, your account was closed again without your authorization and you did not receive your usage credits due to the partial billing cycles.

   

  A detailed review of your account indicates that you began service with Gexa Energy on 10/11/2021. Further review of your account indicates the following:

   

  • On July 15, 2022 Gexa Energy received notification of a Move In request processed for your premise, closing your account effective 7/15/2022.

  • On July 16, 2022 Gexa Energy issued a Final Bill for $119.92.

  • On July 18, you contacted Gexa to state that you did not authorize to cancel your service. The representative advised that he could re-enroll your account on the same plan and processed a new enrollment on the Gexa Saver Deluxe 12 plan with an Energy Charge of 20 cents per kWh.

  • On July 28, 2022 Gexa Energy received notification of a Move In request processed for your premise, closing your account effective 7/28/2022.

  • On July 29, 2022 Gexa Energy issued a Final Bill for $122.69.

  • On July 30 you contacted Gexa to state that your service was cancelled again without your authorization. You mentioned that new people were moving into the building and stated that you would contact Oncor to find out more information.

    • As you may be aware, Oncor processes all electric transactions for your service area based on information provided in Good Faith as accurate. Occasionally, a situation called an Inadvertent Switch occurs when service is requested for the incorrect premise.

  • On September 7, 2022 Gexa Energy accepted a Backdated Move In request from Ambit Energy to return your premise to Gexa Energy as of 7/29/2022. Your account was automatically reinstated on the same plan.

  • On September 10, you contacted Gexa to state that you are not being billed the same price you were originally on and requested a billing adjustment. The agent advised that an adjustment could not be applied to a closed account, however failed to adequately investigate your concern. You requested to cancel your account as of 9/12/2022 due to a Move Out.

   

  As indicated, Gexa Energy processed the Move In orders for your premise as received, and when made aware that you did not authorize the requests, took appropriate action to reinstate your account. Upon review, the Gexa agent who assisted you failed to apply the same contract terms to your account. We sincerely apologize for any inconvenience this issue may have caused you. As a gesture of good faith, Gexa Energy has applied an account credit of $192.08 and waived your account’s late fees, leaving a final balance of $268.66. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

• Initial Complaint

  Date:09/22/2022

  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 was a customer with Gexa for many years. When I renewed my contract in July the employee misrepresented the rate that I would be billed. My first bill was double what was expected. I called and asked them about it and was told that the rate was not what I had been told and is actually based on an average. They reviewed the tape of the call and found that in fact their employee had not explained it accurately. They offered me a new rate if I stayed in the contract or to cancel without paying the fee. But they will not make any adjustments to the previous large bill despite it being their misrepresentation that caused the excessive bill, UNLESS I stay in the contract. If I cancel they will not adjust the bill. I did pay the bill because it is due and did not want to be delinquent, but I refuse to continue doing business with them. Additionally, the same original employee told me there would be no large charges if I created a new account without my ex-husband on the account. But I ended up with a $2000 bill. I am paying on that because they refused to make any adjustments to that. I want them to make reasonable adjustments to both of those accounts. Attachments show a page from the app with 11.9 as the rate but the bill shows they are charging 16.8. I was shocked that they would only agree to do the right thing and make an adjustment (when the issue was caused by their poor customer service) IF I agreed to stay with them.

  Business Response

  Date: 10/04/2022

  October 4, 2022

   

  RE: BBB # ********

   

   

  Dear Ms. *****,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. A detailed review of your account indicates the following:

   

  • As stated, your initial enrollment call with Gexa Energy was reviewed and determined that the agent did not properly disclose the energy charge and associated charges with your contract. Upon speaking with our customer service team, your Early Termination Fee of $295 has been waived and a courtesy $75 applied to your account. In addition to the courtesy credits, Gexa Energy is also applying an invoice adjustment of $300 for the negative experience.

  • A supervisor callback request has also been opened for your ex-husband’s previous Gexa Energy account, regarding the outstanding balance due.

   

  As indicated, Gexa Energy reviewed your initial enrollment request and identified a coaching opportunity required for the sales agent. Gexa Energy applied a total credit of $350 to your account for the negative experience. We sincerely apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

• Initial Complaint

  Date:09/18/2022

  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 have contacted Gexa on 8-10 different occasions between 7/5/22 - 9/10/22, speaking with their represenatives for an excess of an hour each time, to request that they submit a billing dispute with ***** *** ****** ***** (****) due to extreme energy usage changes after our meter was replaced. Electric usage changed from 1,000kw/h to 5,000kw/h in a single billing cycle. I am unable to resolve the issue directly with ****, and must go through Gexa. Gexa claims they have submitted two billing disputes, between 7/16/22, and 8/21/22 (estimated dates), however I have contacted **** directly, and have been informed that there are no billing disputes for my account, for any time period. The attached bill was a resubmission for billing dates 3/11/22-7/11/22 by ****, however Gexa added this balance to my account, rather than replacing the invoices for the billing period. Since I initially informed Gexa of the issue on 7/5/22, I have received three to four disconnection notices, which prompts me to contact them each time for fear of disconnection, despite being told to "just disregard". I have spoken with supervisors at both Gexa, and ****, and have requested additional contact from supervisors at Gexa, and have not received any further communication. I would like a formal billing dispute to be filed with ****, and to have the invoices replaced with the current invoice for the billing dates shown, from 3/11/22-7/11/22.

  Business Response

  Date: 10/03/2022

  October 3, 2022

   

  RE: BBB # ********

   

   

  Dear Ms. L**,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you have requested to dispute your increased usage after ***** *** ****** ***** replaced your meter. Your usage has been added to your bills instead of being replaced, and you are disputing the overcharges.

   

  A detailed review of your account indicates that you began service with Gexa Energy on December 1, 2021. Further review of your account indicates the following:

   

  • On March 18, 2022 Gexa Energy issued an invoice of $120.25 for an Estimated usage of 1121 kWh for the usage period of 2/9/2022 to 3/11/2022.

  • On April 13, 2022 Gexa Energy issued an invoice of $186.62 for an Estimated usage of 927 kWh for the usage period of 3/11/2022 to 4/11/2022.

    • However, on April 18 Gexa reversed this invoice due to a cancellation from ****.

  • On June 16, 2022 Gexa Energy issued an invoice of $1248.03 for usage, including previous periods received from ****:

    • corrected charges of $234.12 for Actual usage of 1046 kWh from 3/11/2022 to 4/8/2022

    • charges of $351.76 for Actual usage of 2451 kWh from 4/8/2022 to 5/11/2022

    • charges of $662.15 for Actual usage of 3397 kWh from 5/11/2022 to 6/10/2022.

  • On July 1, 2022 Gexa Energy opened a billing dispute upon your request to verify the accuracy of your reads because you believed they were incorrect.

    • On July 5, you spoke with a Gexa representative who confirmed that **** provided a corrected reading to replace the estimated reading for March usage and the other two months of usage were Actual reads. The representative offered you a deferred payment plan; however, you declined and advised that you would contact **** regarding your replacement meter.

  • On July 13, you spoke with a Gexa supervisor and requested to submit a usage dispute to **** based upon their recommendation. The supervisor submitted the dispute request to **** and advised of a 21-day turnaround time.

  • On July 19, 2022 Gexa Energy issued an invoice of $2065.33 for corrections provided by ****:

    • usage of 2451 kWh from 4/8/2022 to 5/11/2022 was canceled and replaced with usage of 2298 kWh

    • actual charges of $914.92 for Actual usage of 4824 kWh from 6/10/2022 to 7/11/2022 (of which only 4671 kWh billed due to the difference in replacement usage).

  • On July 25, Gexa Energy sent a follow-up request to **** for the outstanding usage dispute to clarify why the replacement reads provided for April do not true up correctly.

  • On September 9, Gexa Energy sent a second follow-up to **** for the outstanding usage dispute.

   

  As indicated, Gexa Energy has processed all corrections to usage received from ****. There is an outstanding dispute with **** regarding an irregularity with reported April usage, which Gexa has continued to follow up with ****. We sincerely apologize for any inconvenience this issue may have caused you. As a gesture of customer courtesy, Gexa Energy has reversed all late charges associated with the disputed bills on your account. If you require any payment assistance, our Customer Care Team will be happy to review options with you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

• Initial Complaint

  Date:09/16/2022

  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 am retired and on a fixed income. I haven’t received a bill since May from Gexa, one of the hottest summers on record. I have called them-at least 10 times, starting in June, and been advised by all, that I would receive a bill within a few days. Last time I asked for a supervisor, was advised I would back callback, and never was. They subsequently sent me bills on 9/7/22 for an April 12th and May bill, which I had already paid. I would like to switch providers, even with the penalty, but am terrified of the June, July, August bills that I haven’t received. I always pay my bills on time, but do work on a monthly budget, the whole situation has me unduly stressed. Gexas customer Service is awful! Account number ********

  Business Response

  Date: 09/28/2022

  September 28, 2022

   

  Patricia E*****

  *** ***** ***** ***

  Euless, TX *****

  RE: BBB # ********

   

   

  Dear Ms. E*****,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you have not received an invoice since May and have not been able to receive any copies of your invoices.

   

  A detailed review of your account indicates that you began service with Gexa Energy on March 21, 2017. Further review of your account indicates the following:

   

  • On May 26, 2022 Gexa Energy issued two invoices for the billing periods of 3/24/2022 to 4/25/2022 and 4/25/2022 to 5/24/2022.

    • Our records confirm that no new invoices have generated yet as of this date. A known delay was identified on your account; however, the issue will be escalated again to ensure your invoices are generated properly. A callback will be provided to you once more information is available.

   

  As indicated, Gexa Energy has confirmed a delay in generating your invoices and is escalating your issue to our Transactions team. If you require any payment assistance once your invoices generate, Gexa Energy will be happy to review payment options for your account. We sincerely apologize for any inconvenience this issue may have caused you. If you choose to switch to another provider prior to the end of your contract expiration, Gexa Energy will also waive your Early Termination Fee as a courtesy. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

  Customer Answer

  Date: 10/03/2022

  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 complaint.  
  

  
  

  This is not a solution. Gexa has not contacted me regarding my billing. I still have not

   received a bill from Gexa since May, 2022. I know when my service started with Gexa,I also paid my earlier bills from Spring of 2022, when they were billed. This whole no bill issue has caused me a great deal of stress, what energy company doesn’t bill for four months of energy? I am 70 and on a fixed income. 

  
  

  Please contact me or bill me immediately!

  
  

  Patricia E******

  Business Response

  Date: 10/11/2022

  October
  11, 2022
  
  
  RE:BBB # ********
  
  
  Dear Ms. *******
  
  Thank you for
  contacting Gexa Energy with your concerns. We appreciate your feedback. As
  previously mentioned, Gexa Energy identified and corrected the delayed billing
  on your account. Gexa has now generated all of the invoices for usage from
  5/24/2022 to 9/23/2022, for a total of $589.36 over the course of 4 billing periods
  and wish to discuss a payment plan that works for you. A call was placed to
  your telephone number 817-938-1103 but there was no answer. A voicemail was left,
  and a follow up email sent advising you to contact us at your earliest
  convenience if you require any assistance.
  
  We sincerely apologize for any
  inconvenience this issue may have caused you. Gexa Energy is committed to
  improving the customer experience. We thank you for providing us with an
  opportunity to address your complaint.
  
  Sincerely,
  
  Gexa Energy Customer Relations Department