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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.
  • 42 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:03/14/2024

    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.
    NTherm calls consistently!! When you reject their offer they get very rude and mouthy. Do not fall for this scam. Representative ************************* with Ntherm demanded to speak to the owner of the business, I told her that the owner was busy but she demanded to wait. I told her her that we couldn't keep the phone line on hold due to customers needing to contact us. ***** got very rude and told me that we have multiple phone lines and that she can wait. Stay away from this company.

    Business Response

    Date: 03/18/2024

    Hello. We regret to hear about your experience and want to help. What you've described doesn't align with our companies best practices and is being looked into internally. In the meantime, we have added the phone number you've provided to our do not call list. This should eliminate the calls moving forward. Please allow 72 hours for this change to take effect. If you require any other assistance, please reach out to our customer service team. Our customer service team is here for you Mon-Thur 8:30-5:00 and Fri 9:00-4:30 EST. They can be reached at ************. We hope this helps. Thank you for your feedback. -************

    Customer Answer

    Date: 03/19/2024

     
    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,

    Kannsas ********

  • Initial Complaint

    Date:03/14/2024

    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.
    This company keeps calling us several times a day for months on end, clogging up our phone lines that we use to take orders. Their representatives are rude, and when we hang up on them or ignore their calls, they always call back hoping to get someone else to talk to.We've missed several calls from potential customers due to this. If it doesn't stop, we are going to look at getting the police involved for harassment.

    Business Response

    Date: 03/18/2024

    Hello. What regret to hear about your experience and want to help. We would gladly add your phone number(s) to our do not call list, however the phone number youve provided only has 9 digits. Luckily, we used the email address youve provided to find a phone number for your organization ending in 4067. We have added that phone number to our do not call list. This should eliminate the calls moving forward. Please allow ********************************************************************************** have any additional phone numbers you would like us to stop calling, please reach out to our customer service team. Our customer service team is here for you Mon-Thur 8:30-5:00 and Fri 9:00-4:30 EST. They can be reached at ************ with little to no hold time. We hope this helps. Thank you for providing your feedback as we are always striving to improve. -************

    Customer Answer

    Date: 03/19/2024

     
    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,

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

    Customer Answer

    Date: 05/16/2024

    The calls did indeed stop for a few weeks but they have started up again with increasing frequency. I'd like to re-open my complaint or rescind my acceptance of their solution (since they have not kept their word). They mentioned to other "customers" that we can ask for a customer service department to remove their number from their directory and / or add our number to their do-not-call list. I asked to do this with the last call I received and instead of forwarding me to any sort of "customer service" department, they just kept rerouting me to other representatives trying to scam me. After some time wrangling with them on the phone for information, I was informed that there is no list of numbers they keep to call, and they would be unwilling or unable to add our number to a do-not-call list.

    We have a very small team, about three people on average, and we have three phones to take orders from customers. We're a religious bookstore attached to a Christian ********* and seminary. We need to keep our phones open for customers and cannot afford to keep wasting our time with these people clogging up our phone lines. If we tell them we are not interested, they call back. If we hang up, they call back. I don't know what to do about this problem, we can't block their number because they always call from a new number.

    Business Response

    Date: 05/16/2024

    Hello. We apologize for this inconvenience and want to help. What you've described doesn't align with our companies' best practices and is being looked into internally. In the meantime, it sounds like you may have multiple phone numbers we are dialing you on. We want to make sure they are all added to our do not call list. Will you please reach out to our customer service team and request to placed on our do not call list for all of the phone numbers you're responsible for? This should eliminate the calls moving forward. Our customer service team is here for you Mon-Thur 8:30-5:00 and Fri 9:00-4:30 EST. They rarely experience any hold times so you should be able to reach someone quickly and easily. They can be reached at ************. We hope this resolves this issue. Thank you for bringing this to our attention. -************

    Customer Answer

    Date: 05/16/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********.
    I have reached out to customer service on the number they provided and spoke to someone named *******. He assured me that he would add our phone number and all other numbers he could find to a do-not-call list.
    I find this solution satisfactory.

    If I receive any more suspicious calls from people who want to talk to us about our PPL bill I will assume they are coming from a different organization. Thank you for taking this seriously.

    Sincerely,

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

  • Initial Complaint

    Date:03/11/2024

    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 keeps calling us incessantly. We have told them multiple times that we are not interested. They keep changing their caller ID, making it difficult to block them. They need to take no for an answer the FIRST time, and the SECOND time. I shouldn't have to take extra time and effort to make them stop calling.They are a nuisance.

    Business Response

    Date: 03/13/2024

    Hello. We regret to hear about your experience and want to help. We have added the phone number you've provided to our do not call list. This should eliminate the calls moving forward. Please allow **************************************************************************************************** require any further assistance, please reach out to our customer service team. Our customer service team is here for you Mon-Thur 8:30-5:00 and Fri 9:00-4:30 EST. They can be reached at ************. We hope this helps. Thank you for providing your feedback. -************

    Customer Answer

    Date: 03/13/2024

     
    Complaint: 21416674

    I am rejecting this response because, I told ******* who called *twice* to NOT CALL US AGAIN.  It should not take action from BBB to get a phone number removed from your do not call list.  Your operators should have the ability and be trained to remove a number upon the customers' request.

    Sincerely,

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

  • Initial Complaint

    Date:03/08/2024

    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 business continues to harass my business about making changes for our Gas provider. I have fielded over *********************************************************************** making any changes. I have told them the last 4 times they called to remove us from the list and they keep trying to talk over me and tell me that i dont understand what they are offering. Blatantly rude people working for them that will not take no for an answer. Please remove our business from your records! And stop harassing me and my employees. We are trying to run a business!

    Business Response

    Date: 03/11/2024

    Hello. We regret to hear about your experience and want to help. What you've described is not aligned with our companies best practices. We have added the phone number you've provided to our do not call list. This should eliminate the calls moving forward. Please allow *********************************************************************************************** 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 EST. They can be reached at 88.865.3402 with little to no hold time. Thank you for providing your feedback. -************

  • Initial Complaint

    Date:03/08/2024

    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 been calling trying to get us to switch our natural gas provider around 15 times over the last 3 or 4 months. We have told them to stop calling ** we don't want their business. They however keep calling, and using different numbers so we might not see it's them. .

    Business Response

    Date: 03/11/2024

    Hello. We regret to hear about your experience and want to help. We have added the phone number you've provided to our do not call list. This should eliminate the calls moving forward. Please allow ********************************************************************************** have any additional phone numbers we may be calling, please reach out to our customer service team. Our customer service team is here for you Mon-Thur 8:30-5:00 and Fri 9:00-4:30 EST. They can be reached at ************ with little to no hold time. Thank you for your feedback. -************

    Customer Answer

    Date: 03/19/2024

     
    Complaint: 21405769

    I am rejecting this response because: I've told this company more than 7 times to stop calling **, they refused. I'm not going to call them again and give them more of our phone numbers to call. 

    Sincerely,

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

  • Initial Complaint

    Date:02/29/2024

    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.
    nTherm sold the promise that they can compete with competitor rates. Since the inception of their rate on our energy bill, their rates have been more than double that of their competitors. Most recently, our business was charged over quadruple that of consumer's energy's rates. Going from 6.29 in October, to 7.99 in November, to 8.99 in December, to ***** in January! Compared to consumer's energy's rate of 3.05 in January. This is an absolute scam, preying on those who do not call to question their bills. Let me also add that we are not made aware of the rate until the bill is posted. But then I'm told nothing can be done once the bill is posted. So, how I am supposed to question and raise concern? After several discussions with a representative from nTherm, I was told there was nothing they could do for the bills that have already posted. Never once was I notified that our rates were increasing at an astronomical rate. Coincidentally, they were able to decrease my rate to 3.19 once I questioned them, but only for months going forward. We were completely screwed into unfair, preposterous rates. Stop these criminal rates! I demanded an adjustment, with no resolution. I demanded cancellation immediately, but they stated the change will take "a few months." Absolute scam.

    Business Response

    Date: 03/06/2024

    Hello. We regret to see you feel this way and want to help.We know that the combination of high winter rates, which typically always happens this time of year, and someone leaving your gas on in your factory has resulted in a much higher than expected bill for your most recent cycle.  We sent the cancellation notice you requested last week to your local utility company. Unfortunately, its up to them to actually remove us as your supplier. If we can provide any other assistance, we want to hear from you. Our customer service team is here for you Mon-Thur 8:30-5:00 and Fri 9:00-4:30 EST. They can be reached at ************ with little to no hold time. Thank you for your feedback. -************

  • Initial Complaint

    Date:02/29/2024

    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.
    Company calls repeatedly, I block the number and they keep getting trhough on another number."Hello this is ***** from Ntherm, please give me a call..." I would like to file for criminal sanctions against this company and I intend to do so if I get another harassing call.

    Business Response

    Date: 02/29/2024

    Hello. We are sorry to hear about your experience and want to help. We have added the phone number you've provided to our do not call list. This should eliminate the calls moving forward. Please allow ********************************************************************************** have any other phone numbers you would like us to stop calling, please reach out to our customer service team. Our customer service team is here for you Mon-Thur 8:30-5:00 and Fri 9:00-4:30 EST. They can be reached at ************ with little to no hold time. Thank you for your feedback. -************

  • Initial Complaint

    Date:02/23/2024

    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.
    NTherm keeps calling from assorted phone numbers - multiple times throughout the day, morning/noon/night! Leaving multiple voicemails and messages - I have NEVER does business with them, and this is gross solicitation. I'll be making sure to tell everyone I know that NTherm isn't reputable if they have to resort to such measures. I asked them to stop calling, and they just talk in circles like they don't hear me. This is absurd.

    Business Response

    Date: 02/26/2024

    Hello. We regret to hear about your experience and want to help. We aren't sure if you have the right company since we don't place any calls at night. Either way, we have added the phone number you've provided to our do not call list. This should eliminate the calls moving forward. 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 here for you Mon-Thur 8:30-5:00 and Fri 9:00-4:30 EST. They can be reached at ************. We hope this helps. Thank you for your feedback. -************

  • Initial Complaint

    Date:02/19/2024

    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.
    Someone named **** with nTherm has called several times regarding the electric utilities bill. After 3 calls right in a row, I called back and left a voicemail message asking to be removed from the calling list. She called again today and stated that there was a message on the bill that needs to be addressed. I asked again to be removed from the calling list and was told, "There is no calling list!" When I asked what the message was in regard to, she asked if I was the receptionist. I explained that I'm the office manager. She wanted me to get the bill. When I refused and she was irritated and said she would contact the ** and hung up. This conversation was followed by 3 on ring then hang up calls. I would like the calls to stop. They are a waste of my time and nTherms time. Who would deal with a company that has such complete disregard for another business?

    Business Response

    Date: 02/19/2024

    Hello. We regret to hear about your experience and want to help. What you've described doesn't align with our companies' best practices and is being investigated internally. In the meantime, we have added the phone number you've provided to our do not call list. This should eliminate the calls moving forward. Please allow 72 hours for this change to take effect. Please reach out to our customer service team if you have any other concerns. Our customer service team is here for you Mon-Thur 8:30-5:00 and Fri 9:00-4:30 EST. They can be reached at ************. We hope this helps. Thank you for providing your feedback. -************

    Customer Answer

    Date: 02/21/2024

     
    Complaint: 21313392

    I am rejecting this response because: the answer I received is the exact answer given to everyone who has complained. I would like a formal letter on letterhead with an apology and confirmation that the calls will stop and NEVER start again.


    Sincerely,

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

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

    360 ***********

    ************, ** 17701

  • Initial Complaint

    Date:02/16/2024

    Type:Delivery 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.
    This company calls me multiple times per week, always from different numbers. If I decline or don't answer the call, they will call back immediately and repeatedly. I block each number but it is always different. I don't even have natural gas, our old farmhouse takes fuel oil! Relentless scammers.

    Business Response

    Date: 02/19/2024

    Hello. We regret to hear about your experience and are sorry to see you feel that way. We have added the phone number you've provided to our internal do not call list. This should eliminate the calls moving forward. Please allow 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 here for you Mon-Thur 8:30-5:00 and Fri 9:00-4:30 EST. They are available at ************. We hope this helps. Thank you for your feedback. -************

    Customer Answer

    Date: 02/20/2024

     
    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,

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

nTherm, LLC is NOT a BBB Accredited Business.

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