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:09/16/2022

  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.

  NTHERM keeps calling my office phone and leaving a message. I finally called back, and a nice older lady was trying to explain their energy program. I requested her web site, she first stated www.duke-energy.com.Then she asked a co-worker; I could here the phones in the background ringing off the hook with a room full of chatter. She then came back with https://energychoice.****.gov/ and the apples for apples program. I was then asked if she could call me back to review my energy bills to see if they could save me money. I asked if they worked in the ****************, and she politely stated they work in Ohio, ************ and ********.I then politely asked that she remove my phone # from her call list due to calls and messages that come in everyday to promote their program. She stated she would remove my phone #, however, If I get another call from NTHERM, I will be speaking rather **** manner to see if I can get through to this company.

  Business Response

  Date: 05/10/2023

  Hello. We are sorry to hear about your experience and want to help. We have located three phone numbers associated with your business and added them all to our internal do not call list. This should eliminate any further calls from all of our call centers. Please allow *********************************************************************************** if you have additional phone number you would like added to our do not call list, please dont hesitate to 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. Thank you for your feedback. -************

• Initial Complaint

  Date:09/15/2022

  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.

  i have asked this company multiple times to stop their harassment phone tactics to end. they are not a legitimate energy company. they are a fraudulent business. They call you nonstop, when you ignore the phone call, they immediately call you back. I asked them several times to take my number off of their call list, they continue to call me. All of their agents have terrible attitudes. They are berating, they speak to clients very rudely. They are pushy and lie to get elderly money. They claimed to be Penelec one day. the next day they were UGI and told me my *************** explained it on the copy of the bill. nothing of the sort were explained on either bill by either company. I contacted both UGI and Penelec and both representatives said this is a scam.NTHERM is scamming PA areas. They need to be heavily vetted.

  Business Response

  Date: 05/10/2023

  Hello. We understand how frustrating receiving unwanted 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 72 hours for these changes to take effect. If you require any further assistance, please dont hesitate to 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 taking the time to leave ** some feedback. -************

• Initial Complaint

  Date:09/15/2022

  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.

  On 6/6/22, I spoke with ***************** *************) as she had called the office to speak to someone about our ***************. At this point, we were already receiving several phone calls a day/week from nTherm regarding our UGI services, and had told each rep that we were not interested. When I spoke with ***, I told her again that we were not interested. She continued to act like I didn't know why she was calling even though it was the same speech every time someone called. I explained to her that we receive multiple calls a week sometimes per day, that I already knew why she was calling and we were not interested. I had asked her how she got the account numbers and she said "That's a good question" but never actually answered my question. I asked her to put a note on whatever information they had to NOT CALL the agency any further. She tried to argue me but then assured me that she would. However, we have since received several more calls from nTherm, and the frequency of these calls has not decreased. Every time they call, I tell them we are not interested and ask them to stop calling, but they are rude and argue and keep calling. I received yet another call in the same manner today 9/15/22 @ 10:33am.

  Business Response

  Date: 05/10/2023

  Hello. We are sorry to hear about what youve experienced and want to help. What youve described doesnt align with our companies best practices. We have located your phone number and added it to our internal do not call list. This should eliminate any further calls from all of our call centers. Please allow 72 hours for this change to take effect. We hope this helps. If you require any further assistance, please dont hesitate to 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 ************************************************ you for leaving ** some feedback. -************

  Customer Answer

  Date: 05/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. This is the resolution I have been asking for for over a year, have been told multiple times that our number will be put on a DNC list, but still received multiple phone calls. If possible I would like a more official memo from the business as I do not have much faith that the phone calls will indeed stop.  
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 02/07/2024

  Hello.

   I filed a claim/complaint last year that we no longer wished to be contacted by this business anymore, and they have started repeatedly calling again. It wont allow me to log into my original claim/complaint, and I was not sure what action I need to take at this point. 
  

  
  

  Business Response

  Date: 02/14/2024

  Hello. Our records indicate we have not called your phone number ending in **** since 2022. It sounds like you have additional phone number(s) we were not made aware during your initial complaint. We would happily add any other phone number(s) you're receiving calls from us onto our do not call list. We simply need you to provide us with the additional phone number(s) for inclusion in our do not call list. Unfortunately we don't have any form of an official notice we can provide but we will certainly take this matter seriously. We look forward to adding your additional phone number(s) to our do not call list and appreciate you bringing this matter to our attention. Thank you. -************

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 18031656
  
  I am rejecting this response because:

  On 2/7/24 @ 2:27pm I personally received TWO separate phone calls from ************ on the number ending in ****. The first time I had told the lady to please not contact us again and disconnected the call. She immediately called back the same number. 

  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/16/2024

  Hi again. We have had multiple people search our call records and we were unable to find any outbound calls to your phone number ending in **** since 2022. We did see that you recently placed an inbound call to us from that phone number. We did confirm that the caller id you provided does belong to us so we know that we did call you, it just wasnt to the phone number ending in ****. Previously you mentioned we were calling your agency.Would this by chance be a government agency? We ask because many government agencies will have multiple phone numbers that ring to the same line. This is also true with many businesses. Do you have a non-local or 800 phone number we may be calling you on? Or maybe a backup phone line? We truly want to get this issue resolved for you but we need to find out what phone number of yours we are calling in order to be able to add it to our do not call list. We hope you understand and are willing to work with us to get this matter resolved. Thank you. -************

• Initial Complaint

  Date:09/08/2022

  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.

  nTherm, LLC began charging an extremely high rate for electricity without my knowledge or consent. For two bills my electric skyrocketed, even though I never gave the company permission to supply my electricity. These practices are predatory and criminal.

• Initial Complaint

  Date:09/07/2022

  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.

  nTherm continuously contacts our business stating we have an open invoice and that it is of urgency that someone calls them back. We do not have an account with them nor have we ever contacted them for a quote/pricing. We are busy conducting business and don't appreciate being harassed. Today, ******** called in and wouldn't get off the phone until she spoke to someone who handled our accounts.

  Business Response

  Date: 05/10/2023

  Hello. We understand receiving unwanted calls can be frustrating and we want to help. We have located your phone number and added it to our internal do not call list. This should eliminate any further calls from all of our call centers. Please allow 72 hours for this change to take effect.If you need any further assistance, please dont hesitate to 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. Thank you for the feedback. -************

  Customer Answer

  Date: 05/11/2023

   
  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:09/02/2022

  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.

  Kayli keeps calling our business and is very rude to our receptionist and will not get off the phone unless she pages someone about our account. After I got on the phone she kept talking about our Duke energy account and I told her we didn't have one. She kept insisting we did. I told her that is NC and we are PA. Then she realized she was on the wrong persons account. She kept telling me to grab my bill so she could explain it to me. I told her we just decided we are no longer doing their parties so remove us off the call list. She was so rude kept telling me she wasn't third party she was our provider with ******** Gas, but we are missing our rates and discounts because we went to a third party. I told her no we aren't switching to them, we are switching back to ******** Gas only. She kept telling me to transfer her to or page someone who could change our account for her. I kept telling her no we aren't interested and no one else would talk to her. She started demanding our board member names and phone number and to be transferred to the executives above me. I kept telling her no and we aren't interested in any third parties. She just kept saying she was our supplier not a third party. So I said so all the other 3rd parties are 3rd parties, but you aren't that makes no sense. She kept saying yes we are your supplier through ********. So I told her I would discuss it with ********. She then told me to take her name and number and to have the board members call her. ***** ************

• Initial Complaint

  Date:08/29/2022

  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 DO NOT HAVE AN ACCOUNT WITH NTHERM and when they call our Business they come up with SPAM attached to the phone number. The few times that a person left a message they insisted that a call back is neccessary to continue service and to have with a recent invoice ready when calling back. WE DO NOT HAVE AN ACCOUNT WITH NTEHRM!!!! Today a Zoe from NTherm harassed our receptionist and refused to leave a message for Accounting. They are persistent, annoying and deliberate in calling. We want it on record that we are not answering nTherm or anyone representing them.

• Initial Complaint

  Date:08/25/2022

  Type:Order 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.

  I believe I found the ad for ntherm either online or they contacted me. I signed up with them in July 2021. I initially liked their rate and one nice thing that was explained to me is that I would get a 20% rebate of my usage after one year. In about May of 2022, I was interested in switching my electricity supplier from nTherm to another supplier. nTherm told me that if I would wait until July 29, 2022 (1 year) since I signed up with them, that I would then get a 20% re ate on my electric use. Ultimately I was told this twice by nTherm. By that time, their electric rate was about 3 times more than other companies but I decided to stay on because of the rebate that was promised. I switched suppliers in early Aug 2022, and got my rebate it the check was for about $20. I called nTherm, and they then tried to tell me that the rebate program was only for the average of one month. My total usage for one year was $1116 ÷ 12= $96. 20% of $96 is roughly $20, which is what I received, however, what I was told that I would receive should have been 20% of the yearly usage which would come out to $240 ($20 monthly x 12 months). I asked to speak with a supervisor but one was present and so I left my information.

• Initial Complaint

  Date:08/24/2022

  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.

  Ntherm latched on to my business account bill with Duke Energy without my consent or knowledge. This happened in November 2021 according to Duke Energy. They have acted criminally and maliciously to gain monetary benefit and they need to be prosecuted, I am sure that I am not the only consumer who has been wronged by ntherm.

• Initial Complaint

  Date:08/16/2022

  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.

  I was enrolled in nTherm for my electric generation supplier without my knowledge or consent. I don't know how they got my Customer Number. I didn't notice that my electric generation supplier had been switched until our electric bill tripled in cost. They are claiming my husband, who is 70 years old and has multiple health issues, authorized them to make the switch over the phone. They refused to supply any evidence that such authorization was given.