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Business Profile

Natural Gas Companies

nTherm, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Natural Gas Companies.

Complaints

Customer Complaints Summary

  • 197 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:05/05/2023

    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.
    This company uses harassment tactics to get you to switch utilities.They called here yesterday six (6) times leaving a few messages. I did return the call as I was unaware of what the issue was. They were looking for my ex husband, who left the state in ****, and passed away in 2018. After I gave them that information, then they proceeded to try and get me to read them my utility bills, which I refused. I told them I wasnt interested in switching companies and they would not let me get a word in. I subsequently hung up, and then blocked the number!!!Thank you for your time, now read them the riot act!!! This stuff should not happen!

    Business Response

    Date: 05/05/2023

    Hello. We understand how frustrating receiving unwanted phone calls can be and want to help. We have added your phone number to our internal do not call list. This should eliminate any further calls from all of our call centers. Please allow ********************************************* the off-hand chance you continue to receive calls from our company, please reach out to our customer service team. They are available Mon-Thur 8:30-5:00 and Fri 9:00-4:30. They are available at ************ or via email at ******************************************* We hope this helps. Thank you for your feedback. -************

  • Initial Complaint

    Date:05/04/2023

    Type:Service or Repair 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.
    Today, 5/4/23, a female from NTherm called asking to discuss our gas rates. I let her know that we were not interested. After hanging up, she called back immediately, asking to discuss it again. Our receptionist advised we were not interested, and she called back immediately, a third time in a row, trying to discuss. As a busy place of business, this was a nuisance and unprofessional.

    Business Response

    Date: 05/04/2023

    Hi. We understand how frustrating receiving unwanted calls can be and want to help. What you have described doesn't align with our companies best practices. Will you please reach out to our customer service team and request to be added to our internal do not call list? This should eliminate any further calls from all of our call centers. Our customer service team is available Mon-Thur 8:30-5:00 and Fri 9:00-4:30. They can be reached at ************ or via email at ******************************************* We hope this helps. Thank you for your feedback.

    Customer Answer

    Date: 05/05/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:03/23/2023

    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.
    This company has called my phone over 25 times in the last week. I have asked to be removed from their list on 3 occasions. I am not the account *********** phone is not listed on our AEP account, so I do not know why they are contacting me. Today, when I asked to be removed from the list, the lady was VERY rude & I hung up. She then called me 3 more times in a row.

    Business Response

    Date: 05/08/2023

    Hello. We are sorry to hear about your experience and want to help. What you have described doesn't align with our companies best practices. Will you please reach out to our customer service team and request to be added to our internal do not call list? This should eliminate any further calls from all of our call centers. Our customer service team is available Mon-Thur 8:300-5:00 and Fri 9:00-4:30. They rarely experience any hold times. They can be reached at ************ or via email at ******************************************* We hope this helps. Thank you for your feedback. -************

  • Initial Complaint

    Date:03/21/2023

    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.
    This company calls repeatedly trying to trick you into agreeing into their gas service saying it is for a better rate, Their questions are structured to try to get you to say yes or to agree to a verbal contract. If you are not interested they continue to harass and call back. We are a place of business and should not continued to get these repeated calls of harassment after telling them we are not interested.

    Business Response

    Date: 05/11/2023

    Hello. We are sorry to see you feel this way and want to help. There is no way we would be able to enroll account(s) by a customer simply saying yes, even if they said it ***** times. To enroll with our company,you would have to provide ** information from your utility bills and go through a third-party verification (***) call. The *** is in place for your protection.It verifies who we are, what we are offering and your rights as a consumer.Enrollment with our company is 100% voluntary.
    We have gone ahead and added your phone number to our internal do not call list. Please allow 72 hours for this change to take effect. We hope this helps. Thank you for your feedback. -************

    Customer Answer

    Date: 05/15/2023

     
    Complaint: 19631013

    I am rejecting this response because: your response is argumentative and invalid, you do in fact try to trick customers into giving you their information by asking them to read you their bill as if you are calling from the utility company, and then trick you into agreeing. Your company has placed 100's of calls to our place of business where it actually is disruptive to our work day by continuously calling ask, after we have asked to be removed from your list and we are on the do not call registry. Being called this many time on a daily basis feels like borderline harassment. Please leave ** alone. 

    Sincerely,

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

  • Initial Complaint

    Date:03/20/2023

    Type:Customer Service 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.
    Ntherm calls daily multiple times a day regarding changing our gas account from DTE/Consumers to be serviced by them. We have asked them over and over again not to call. The last time they called we threatened to call a lawyer. The lady from Ntherm said, I don't have a problem not calling but I want to you to listen to the nature of my call. We have heard their pitch multiple times and understand the nature of the call. We will be calling a lawyer if they call again.

    Business Response

    Date: 05/11/2023

    Hello. We are sorry to hear about your experience and want to help. What youve described is not a part of our companies best practices.We have added your phone number to our internal do not call list. Please allow 72 hours for this change to take effect. We hope this helps. Thanks for the feedback. -************

    Customer Answer

    Date: 05/12/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:03/13/2023

    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.
    This company has called me relentlessly, 9 times in one day is absolutely absurd! I want this company to evaluate its strategic goals and focus on something other than calling people excessively. Furthermore, for you to expect your employees to call someone 9 times and not leave a single voicemail is a crooked business practice. Also, trying to trick the consumer by having a different area code, or slightly is shady. Have some integrity, have professionalism. Do not contact me any further.

    Business Response

    Date: 05/11/2023

    Hello. We are sorry to hear about your experience and want to help. What youve described contradicts our companies best practices. We have added your phone number to our internal do not call list. Please allow 72 hours for this change to take effect. We hope this helps. Thank you for your feedback.-************

  • Initial Complaint

    Date:02/27/2023

    Type:Service or Repair 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.
    I received several phone calls asking for account information and claiming there was a rebate owed to me. Vary oblivious the lady on the phone was trying to scam me into switching my electricity supplier. I just dont want them to be able to scam others with this kind of marketing phone call.The call came in from this phone number ************ at 9:08 am this morning 2-27-2023.

    Business Response

    Date: 05/11/2023

    Hello. We are sorry to hear you feel this way and want to help. We have added your phone number to our internal do not call list. Please allow 72 hours for this change to take effect. We hope this helps. Thank you for making the time to leave ** some feedback. -************

    Customer Answer

    Date: 05/15/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:02/07/2023

    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.
    A woman from NTHERM called my place of employment "regarding my AEP account". Since we are an ***************** I knew this was a spam call and hung up. She continued to call back 3 MORE TIMES! I did not answer until the last time, and I tried to tell her to take our number off of her call list, but she got really loud and talked over me like she was trying to prevent me from saying what I needed to say to get her to stop calling. I literally had to yell into the phone for her to take our number off of her list and to NOT CALL BACK!! People are so annoying!!! The number she called from is: ************.

    Business Response

    Date: 05/11/2023

    Hello. What you have described does not fall in line with our companies best practices. We have added your phone number to out internal do not call list. If you need any other assistance, please reach out to our customer service team. They are available Mon-Thur 8:30-5:00 and Fri 9:00-4:30.They can be reached at ************ or via email at ******************************************* We hope this helps. Thank you for the feedback. -************

  • Initial Complaint

    Date:01/31/2023

    Type:Order 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.
    I received calls from NTherm leading me to believe they were associated with my utility company and leading me to believe they were going to save me money and receive rebates. After going through series of questions I gave them info under the impression it was my current utility company signed no contract and was told there was no contract to sign was given confirmation number. After contacting my actual utility company they tell me they are not associated with them. Numbers I was given by NTherm to call after trying to cancel do not exist. Also told me they would mail a packet of information. I called ntherm right back after I found out they were not associated with my actual utility company and told them to cancel everything. Then they said they would have to talk to someone else.

    Customer Answer

    Date: 02/01/2023

    ******** case number resolved. Thank you *******************;

  • Initial Complaint

    Date:01/31/2023

    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.
    This company continues to call ** daily. We have asked them to put us on their do not call list. They call repeatedly when we try to hang up the phone. ****** ** repeatedly if we can hear them trying to trick us into recording a yes answer they can use later. This is harassment. We want it to stop.

    Business Response

    Date: 05/11/2023

    Hello. We know that receiving unwanted phone calls can be annoying and want to help. We have added your phone number to our internal do not call list. Please allow 72 hours for this change to take effect. Thank you for making time to leave ** some feedback. -************

nTherm, LLC is NOT a BBB Accredited Business.

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