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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:11/16/2022

    Type:Order 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 received a phone call in which the caller misled me to believe he was calling on behalf of my utility account with ***. I dont believe they strictly lied, but they used intentionally misleading language such as Im pulling up your account and Im informing you that your gas bill is being reduced. In fact, they are representing an energy supplier called nTherm and were tricking me into signing up for a contract with them as a supplier through UGI. They intentionally phrase their statements to sound like theyre representing UGI and that theyre informing me of something that already happened, rather than asking for my consent to sign up for a totally new service.

    Business Response

    Date: 05/11/2023

    Hello. We are sorry to see youve experienced this and want to help. What youve described doesnt align with our companies best practices.Before we are able to service a customers utility account(s) we must take them through a third-party verification call (***). During the *** it clearly states youre enrolling your utility accounts with a supplier. If you have an active account with our company, you can cancel by letting our customer service team know you would like to cancel. Our customer service team is available Mon-Thur 8:30-5:00, Fri 9:00-4:30 and rarely experiences any hold times. They can be reached at ************ or via email at ******************************************* We hope this helps. Thank you for leaving ** some feedback. -************

  • Initial Complaint

    Date:11/16/2022

    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.
    We receive several phone calls a day from this company, I've asked repeatedly to be removed from the call list. When I tell them we're are not interested they get very rude on the phone. They will call, hang up and call back. I want these calls to stop!!

    Business Response

    Date: 05/11/2023

    Hello. We know that receiving unwanted phone calls can be a nuisance and want to help. We went ahead and added your phone number to our internal do not call list. This should eliminate any further calls from our company. Please allow 72 hours for this change to take effect. If you need any other assistance,our customer service team is here for you. 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 ********************************************* hope this helps. Thanks for leaving ** some feedback. -************

  • Initial Complaint

    Date:11/08/2022

    Type:Order Issues
    Status:
    Unpursuable
    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 are a health care business that is busy with patients all day. Once a week, for months now, this company will call and demand to speak to a manager in an aggressive tone. When I ask what it is regarding, they refuse to tell me. I've asked to be taken off the list, then hang up once they start actually yelling at me. As soon as I hang up, they call again and again. I counted six attempts consecutively one time. Our patients cannot get through our lines when this is happening. I have tried having the number blocked with my phone company and somehow the calls are coming through again. I have sent requests to the National Do Not Call Registry. We have never looked this company up or done business with them. It is utter harassment and needs to be stopped as it interferes with patient wellness if they cannot contact our office. Enough is enough!

  • Initial Complaint

    Date:11/02/2022

    Type:Order 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.
    Today 11/2/2022 I received the 5th phone call this month from NTHERM trying to get our company to switch to their energy supply. I explained we've recently entered into an ***** agreement and are not interested in changing energy suppliers at this time. The gentlemen on the other line continued to push saying if I could just pull up my invoice from *************** Ohio and tell him my current rate, if our current supplier is lower than theirs he won't ever call again. I explained regardless of if you are lower or not, we've already signed a contract with another supplier and we're not looking to change. Plus, this is a "customer choice program" therefore I have a right to choose who I want. I asked that our business information be taken off of their list to prevent further phone calls. He did not directly respond and continued to push to get my current rate so he could go on to explain that theirs is cheaper, all the while reminding me to "keep this professional". No profanity was used by either one of us, but I was strong worded in our stance to not enter into business with them. I spoke with our 3rd party supplier rep who works on getting us the best rates by choosing our energy suppliers, he informed me to not answer calls from NTHERM. He explained that they will offer you a cheaper rate than what you're receiving but they have it wrapped up in the contract that the new rate only applies for a short period of time after which the rates often end up doubling. Stay clear of Ntherm.

    Business Response

    Date: 05/11/2023

    Hello. We understand that receiving unwanted phone calls can be annoying and want to help. What youve described doesnt align with our companiesbest practices. Regardless, 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. If you need anything else,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 cant speak for any other supplier since we only represent ourselves. nTherm has proudly been offering reliable energy supply services for nearly a decade. We hope this helps. Thanks for leaving ** some feedback. -************

    Customer Answer

    Date: 05/15/2023

     
    Complaint: 18349016

    I am rejecting this response because:

    We called their customer representative lines and emailed them our complaints with no change.  Removing our number will subside the calls for now.

    Any business that takes 6 months to answer a BBB request should be called into question.


    Sincerely,

    *** Petroleum

  • Initial Complaint

    Date:10/26/2022

    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.
    We have received repeated solicitations from nTherm. At first they represent themselves as our current gas supplier (by name specifically), then on request state that they are with nTherm. I politely decline multiple times and they keep talking. I then hang up and they call back!! Last month when this happened the man called back 3 times and was very rude. This is absurd, nobody owes them an explanation as to why you don't want their service.

    Business Response

    Date: 05/11/2023

    Hello. We know how annoying receiving unwanted phone calls can be and want to help. What you have described doesnt align with our companiesbest practices. We went ahead and 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. Should you need any further assistance, 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 and are here for you should you need anything else. Thank you for your 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:10/24/2022

    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.
    10/24/2022 was contacted by ntherm for the 7th or 8th time, demanding our owner and seem to pretend that they are our "utilities" company, every time they call we ask them to be removed from their "call list" and they say they will but guaranteed less than a month later they will call back with the same scenario.

    Business Response

    Date: 05/11/2023

    Hello. We understand receiving unwanted phone calls can be annoying and want to help. What youve described doesnt align with our companiesbest practices. We have added you 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. If you require any further 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 your feedback. -************

  • Initial Complaint

    Date:10/06/2022

    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.
    This places calls 2 -3 times in a row. Their number shows up as Southern Pest Control. But when they leave a voicemail, they say they are calling from ntherm. They call from several different numbers, all stating pest ***

    Business Response

    Date: 05/11/2023

    Hello. We understand how annoying receiving unwanted phone calls can be and want to help. As a call center, we have to purchase a large number of phone numbers to facilitate our large call volume. Cell phone carriers dont always update their caller ID information when this happens. We apologize for any confusion this may have caused. We also 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. Should you require any further assistance, please dont hesitate to 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. Thank you for taking the time to leave ** some feedback.-************

  • Initial Complaint

    Date:09/30/2022

    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.
    They call us daily asking for our controller in a very assertive manner as if they are calling about a tax issue. Then when our controller calls her back its a sales spiel about energy savings which we are NOT interested in. Once our Controller hung up on her, she calls right back demanding to speak to him again, I told her " HE HUNG UP ON YOU, PLEASE DONT CALL HER AND GUESS WHAT? A man calls next demanding to speak to our controller. Its borderline harassment and wasting our Controllers time with this garbage

    Business Response

    Date: 05/10/2023

    Hello. We understand receiving unwanted calls can be a hassle and we want to help. We have added your phone number to our internal do not call list. This should eliminate any further calls from our company. Please allow 72 hours for this change to take effect. If you want any other assistance, please reach out to our customer service team. 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 ********************************************* hope this helps with your concern. Thank for taking the time to leave ** some feedback. -************

  • Initial Complaint

    Date:09/29/2022

    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.
    Somehow Ntherm got my account information and switched my *********************** and ************ of **** account. I am the only person on both accounts and the only one who should be able to do this. I did not notice it at first. I just started a new job, and have been too busy to read through my utility bills. I have been with them for decades and never had a problem. All of the sudden my utility bills more than doubled in price. I read through my bills and found this Ntherm on them. I have called several times. I never get an answer. the first time I called was roughly a week ago. I have not received a return call and have called several times and left messages. I have utilized the contact us link on their website. I called AEP and ************. They both said they can push it through to be stopped but people usually get hit with astronomical early cancellation fees. They both suggested I try to cancel it through Ntherm first so I can possibly avoid those charges. This is highway robbery. I did not consent to this switch. I have been told by my utility companies that employees from places like Ntherm will steal peoples utility bills out of their mailboxes and use the info to switch the account without people knowing. This is fraudulent, predatory behavior. I would like my Utilities switched back, all fees waived to cancel, as well as all fees already paid need to be returned, I did not authorize this switch

    Business Response

    Date: 05/11/2023

    Hello. We are sorry to see you feel this way and want to help. Before we start servicing customers accounts, we are required to go through a third-party verification service (TPV) with the customer. During the **** the customer has to confirm they are authorized to make changes to the accounts and authorize the switch to our company as the supplier. After your enrollment you should have received a letter from both of your utility companies as well as a welcome packet from our company that summarizes our month-to-month variable rate plan. Our month-to-month variable rate plan doesnt have any type of cancellation fee. Our customer service team rarely experiences any hold times should you ever need to speak with **. Our customer service team is 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:09/23/2022

    Type:Order 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 our business every day demanding that they are our power supply company and they are not. It's just a lie for them to get you to give them your information. They literally say" this is so and so from west ************ Then they tell you to switch to their service ntherm which is a energy sales company. It's fraudulent and dangerous.

    Business Response

    Date: 05/10/2023

    Hello. We understand how frustrating receiving unwanted calls can be and want to help. The experience 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 from **.Please allow at least 72 hours for this change to take effect. If you require any further assistance, please reach out to our customer service team. 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 leaving ** some feedback. -************

nTherm, LLC is NOT a BBB Accredited Business.

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