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:01/30/2023

  Type:Customer Service Issues
  Status:

  UnpursuableMore 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.

  N Therm called attempting to get us to use them as a Natural Gas supplier. When researching the company and its program, there were many negative reviews online about their bait and switch tactics for Natural Gas pricing. With that information I decided to decline service with N Therm. However, after declining their service, they proceeded to call back multiple times. I asked to be removed from their call list, and they continued to call back. We have stopped answering their calls, but they are still harassing us with multiple calls back-to-back. Twice within the last month they have attempted calling us 3 consecutive times in one day. When we blocked their number, they began calling from a different number.

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair 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.

  They have called four times this week. I finally answered their call and told them to put me on their do not call list. They kept giving their spiel. I repeated myself - "Put me on your do not call list!" She kept talking. I hung up. Two minutes later, she called back and went right back into her script. I told here I would report her to the BBB and hung up. I see I'm not the first to fall victim to this harassment.

  Business Response

  Date: 05/11/2023

  Hello. We know that receiving unwanted phone calls can be a nuisance and want to help. We have added your phone number to our companies internal do not call list. This should eliminate any calls moving forward.Please allow 72 hours for this change to take effect. Thank you for your feedback. -************

  Customer Answer

  Date: 05/15/2023

   
  Better Business Bureau:
  
  After 109 days, the business I complained about on 1/23/23 in complaint ID ******** finally responded and asked for another 72 hours to have my company's name and phone number removed from their call list. I find that this resolution is just barely satisfactory, and typical of this business - doing the absolute minimum required, and then only under threat of the BBB. I've already waited 2616 hours for a response, what's another 72?
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/24/2023

  Type:Order 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 signed with them in 2021 at a fixed rate. A year later the rate more than tripled. I have tried contacting them for an explanation and they said our rate is variable. It wasn't when I signed. I want our rate to go back to what it was when I signed and I want the difference credited.

  Business Response

  Date: 05/11/2023

  Hello. We are sorry to see what youve experienced and want to help. Will you 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 [email protected] rarely experience any hold times so you should be able to speak with someone easily. We hope this helps. Thank you for your feedback. -************

• Initial Complaint

  Date:01/20/2023

  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.

  Non stop spam calls, even after requesting multiple times to be removed from the call list.

  Business Response

  Date: 05/11/2023

  Hello. We are sorry to see youre experiencing this issue and want to help. We have added your phone number to our internal do not call list. This should eliminate any further calls moving forward. Please allow 72 hours for this change to take effect. We hope this helps. Thank you for providing ** some feedback. -************

• Initial Complaint

  Date:01/13/2023

  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.

  NTherm repeatedly calls, even after asking to be put on the Do Not Call List and asking them to stop calling. They have been told several times that we are not interested and asked not to call

  Business Response

  Date: 05/11/2023

  Hello. We understand receiving unwanted calls can be annoying and we want to help. We have added your phone number to our internal do not call list. This should eliminate any further calls moving forward.Please allow 72 hours for this change to take effect. We hope this helps. Thank you for leaving ** some feedback. -************

• Initial Complaint

  Date:12/29/2022

  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.

  We have received literally over a hundred calls from this company. Today alone they called 5 times. They are rude and demanding. They have misrepresented where they are calling from and sometimes flat out refuse to tell the operator what company they represent. We have already spoken to them multiple times letting them know we are not interested in their services. We have asked them to remove us from their call list. They continue to call and each time they are extremely rude.

  Business Response

  Date: 05/11/2023

  Hello. We are sorry to see youve experienced this issue and want to help. It sounds like your phone number has been duplicated in our system. Either way, we went ahead and added your phone number to our internal do not call list. This change may take up to 72 hours to go into effect. Should you require 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 ********************************************* hope this helps. Thanks for leaving ** some feedback. -************

• Initial Complaint

  Date:12/28/2022

  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.

  This company swindled me into signing up, after they raised prices significantly I cancelled with them. They have called my office harassing us over and over, threatening ** over the phone

  Business Response

  Date: 05/11/2023

  Hello. We are sorry to see you feel this way and want to help if we can. We went ahead and added your phone number to our internal do not call list. This should eliminate any calls moving forward. If we can improve your customer experience in any way, we definitely want to. Our customer service team is here for you Mon-Thur 8:30-5:00 and Fri 9:00-4:30. They rarely experience any hold times so you should be able to reach someone easily. They can be reached at ************ or via email at ********************************************* appreciate you leaving ** some feedback. -************

• Initial Complaint

  Date:12/02/2022

  Type:Customer Service 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.

  Over the last few weeks I have received multiple phone calls from this company asking about my DTE account and *************** account These are companies I have not had an account with for nearly a decade because i no longer live in the geographic area serviced by those companies. On one such occasion, they called me four times in immediate succession despite my sending them to voice mail. Once I answer the phone, I have to interrupt them multiple times to explain that I have no such accounts and to get them to terminate the call. But they persist and apparently have not as yet taken me off their call list despite my repeated requests that they do so, as I just got a call from them yesterday,

  Business Response

  Date: 05/11/2023

  Hello. We are sorry to hear youve experienced this and want to help. What youve described doesnt align with our companies best practices. We have added your phone number to our internal do not call list.This should eliminate any further calls. 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:11/22/2022

  Type:Customer Service Issues
  Status:

  UnpursuableMore 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.

  For the past several weeks we have been receiving phone calls from NTherm - demanding to speak with the owner or manager of the business. I have spoken with them at least 6 times and have told them to take us off their call list and not to call again. People are pushy, nasty and demanding that I give them information off of our utility bills. I cannot fathom anyone being cooperative with them as they are so demanding and very unprofessional. I want these phone calls to end. If you receive a call from them, do no cooperate.

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 have repeatedly requested to be taken off of their call list and put on their do not call list. They have called three different company numbers for a total of 14 calls in less than 4 months regardless of our requests. In the most recent call, the representative from nTherm implied they were following up on an open invoice on behalf of our current energy vendor which is a lie. They then stated they could not give the unpaid invoice information to the person they reached and they could only speak with the individual named. Of course, that named individual was the owner of the company who hasn't taken a utility call or been associated with an energy bill in probably 30 years. The representative from nTherm went even further into their lie stating they could only work with the person taking the call if they provided information from recently paid energy invoice. When they were giving the accounts payable email address to forward a copy of the unpaid invoice in questions, the nTherm representative actually implied if information from a paid invoice wasn't provided services were at RISK. We contacted our account representative at our energy provider and they informed us everything the nTherm representative stated or implied was falsification and misrepresentation of information. How is this not a state or federal violation of an act or regulation?