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:02/15/2024

  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.

  I have been receiving phone calls from nTherm INCESSANTLY for the past several months at my business. I asked to be put on nTherms Do Not Call list, and was told they dont have one and so it isnt possible. I tell them Im not interested in their service, and after hanging up they call back multiple times. If I dont answer they leave messages asking to call them back, every time. Even after blocking the number, they managed to still get the call through.There has been at least six occurrences in the last 3-4 months. How many times do I have to say IM NOT INTERESTED? This company has succeeded in harassing uninterested customers.

  Business Response

  Date: 02/15/2024

  Hello. We regret to hear about your experience and want to help. We are investigating this issue internally and will take appropriate action where necessary. In the meantime 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. 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 providing your feedback. -************

  Customer Answer

  Date: 02/15/2024

   
  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,
  
  *******************

• Initial Complaint

  Date:02/14/2024

  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 called to get our information about our natural gas services. Promised that if we switched to them we would get a rebate check. I got contact info, a confirmation number, etc. Now here we are a year later, when ****** calls me. When i told her that i had already done this a year ago & that what they are doing is a SCAM!!!!!!!!!!!!!!!!!! I was transferred to her supervisor (didn't catch her name) I told her it was a scam & NO REBATE CHECK ever arrived. I told them to remove me from their system. She said I was told that *************************** would be calling me.

  Customer Answer

  Date: 02/14/2024

  This is a pdf

   

  Business Response

  Date: 02/15/2024

  Hello. We regret to hear about your experience and want to help. We are investigating internally and will take appropriate action where necessary. A member of our team, ****************, has attempted to reach out to gather further information. She was unable to leave a voicemail on the phone number provided in your initial complaint. Please reach out to ****** at ************ at your earliest convenience as she is actively working to get this matter resolved for you. We appreciate you providing your feedback. -************

  Customer Answer

  Date: 02/15/2024

   
  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,
  
  *************************

• Initial Complaint

  Date:02/14/2024

  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.

  ***** has called my business multiple times and always with an attitude and is pushy and aggressive with whomever answers the phone. This is a business and we do not want any service from this company now or ever. This employee needs to learn that being rude and aggressive and calling 3-4 times in a row is not a good sales tactic.

  Business Response

  Date: 02/14/2024

  Hello. We regret to hear about your experience and want to help. We are investigating internally and will take appropriate action where necessary. In the meantime 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. 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:02/12/2024

  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.

  We get phone calls at our company almost daily again after asking them to stop calling. Their rates ARE NOT better than what we currently have. I have already told them we are not interested. They continue to call and talk to numerous different people trying to get us to sign up. WE ARE NOT INTERESTED! We want them to stop calling us at our business.

  Business Response

  Date: 02/13/2024

  Hello. We regret to hear about your experience and want to help. We have added the phone number you've provided to our 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. They are here for you Mon-Thur 8:30-5:00 and Fri 9:00-4:30 EST. They can be reached at ************. Thank you for your feedback. -************

  Customer Answer

  Date: 05/28/2024

  Hello, 

  nTherm is contacting our business again. The number we received the call from was ************. They left a message asking me to call them back. However, they were supposed to have removed our work number from their contact list.

  We do not want the harassing phone calls anymore.

  Business Response

  Date: 05/28/2024

  Hello. We regret to see youre experiencing this issue and want to help. Our records indicate your phone number, ending in 9961, was placed on our do not call list back in February.  Its very common for larger companies, especially corporations, to have multiple phone numbers that ring to the same phone line.This sounds like the situation we have here. We just need to find out which phone numbers belong to your business in order to be able to add them to our do not call list. When you have a complete list of your companies inbound phone numbers, will you please reach out to our customer service team and request that we add all of your phone numbers to our do not call list? 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 can be reached at ************ with little to no hold time. We hope this helps. Thank you for your feedback.-************

• Initial Complaint

  Date:02/08/2024

  Type:Order 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.

  I have received calls from Ntherm for a few months now. They will call back to back sometimes within 30 seconds of each other. I have answered asked to be on the no call list, they say they will, it will go a month and the calls start again. I have them silenced on my phone but shouldn't have to do that. I have no idea how they came to have my number but it's definitely harassment at this point. When I talk to them they continue with their sales pitch even when I am saying please take me off your list I will never use your company. It's amazing companies like this exist in todays world with all the advancements we have in being able to research. This company is not a good company they will sign you up then disappear, raise rates, it's just a shame.

  Business Response

  Date: 02/09/2024

  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. 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. -************

  Customer Answer

  Date: 02/09/2024

   
  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,
  
  *************************

• Initial Complaint

  Date:02/08/2024

  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 will call 3-5 times in a row, even after being told we are not interested in switching services. They are ****** aggressive and combative when you tell them you are not interested. They will continue to call a month later.

  Business Response

  Date: 02/08/2024

  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 72 hours for this change to take effect. If you have any other concerns 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 handles your concerns. Thank you for providing your feedback. -************

  Customer Answer

  Date: 02/08/2024

   
  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,
  
  *************************

• Initial Complaint

  Date:02/01/2024

  Type:Sales and Advertising 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 up for Ntherm in August of *************************************************** **. I was told by the representative that signed me up that my price per month on my electric bill would go down, and the "Budget Billing Plan" I had in place would not be changed. In the last 3 months, they have increased my price per kilowatt from ***** to ***** to now *********, increasing my bill from $152.75 to $349.99 to lastly $648.76. After my bill increased by $200 from November to December, I reached out to Ntherm to cancel. It was officially cancelled on January 23rd. The representative on the phone offered to decrease my kilowatt/hour back to the original ***** that is was back in August had we stayed. We declined, but we were never once made aware that the price would once again increase by almost double was we paid in November. I have spent hours on the phone with Ntherm trying to get some sort of answers and a price reduction/bill reissued from my energy provider, but Ntherm declined to transfer me over to a supervisor. I was told "our supervisors are all busy". After telling the representative that I would wait for however long it took, I was then told "our supervisors cannot really help regarding this situation. All they do is train us,". This is my first experience with a company refusing to transfer me to a manager and/or supervisor. They were unable to tell me why my kw/h increased by almost double over the last few months, although it had relatively been consistent throughout our duration with Ntherm. Paying $1,100 over the last two months for electric is ridiculous, and I feel as though Ntherm took advantage of the situation after I cancelled my account. I have never once been notified of any sort of price increase since joining Ntherm, and I have yet to get any sort of response or clarity from the business. It seems to me that they are charging people whatever they see fit.

  Business Response

  Date: 02/02/2024

  Hello. After looking into your claims, we have found that your energy usage has more than doubled over the period mentioned. Despite this drastic increase in energy usage, which happens to most customers in your area this time of year, we have still attempted resolving this issue for you by issuing you a refund. You clearly signed up for a variable rate so this refund was us going above and beyond to deescalate the situation. We also found that our representative used the approved response for when a supervisor is not available. We have exhausted all available options to handle this for you.-************

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21232093
  
  I am rejecting this response because:

  Thanks, ************ No attempt has been made to give any sort of credit, a simple glimpse at my account would show that. I have yet to receive any sort of communication back from Ntherm, outside of my call with **************** received on Thursday after filing the complaint. ******* is reviewing the calls, and I am going to leave it in the hands of somebody who actually does the legwork to look into things. Extremely disappointed you took the time to type out a half-assed response that is a blatant lie. Looking forward to hearing what ******* says on Monday. Dont worry, ****, Ill certainly be mentioning this incredible response. Id be happy to see some sort of proof that Ntherm made an attempt to refund/administer credit to my account. Seems like nobody there but ******* has any idea what theyre doing

  Thanks for nothing but continued misinformation,

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

  Business Response

  Date: 02/16/2024

  Hi again. We understand you have been in communication with ****** and she has been working to resolve this issue for you. We also understand you have her direct line should you require any further assistance. Thank you for your feedback. -************

• Initial Complaint

  Date:01/31/2024

  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.

  The constant calls of like 3 or 4 times in a row. Very aggressive and will not put this company on their do not call list. Have been in arguments with management, not sure who would go with them and their attitudes.Would like to be taken off of their DO NOT CALL List.

  Business Response

  Date: 02/02/2024

  Hello. We regret to hear about your experience and want to help. We have added the phone number you've provided, ending in ****, 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 have any additional phone numbers you would like added to our do not call list, or 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: 02/06/2024

   
  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,
  
  *****************************

• Initial Complaint

  Date:01/30/2024

  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.

  I called in like 5 times and nobody calls me back to cancel. This is ridiculous.

  Customer Answer

  Date: 01/30/2024

  I was able to talk to a leader and they resolved my problem. You can delete the complaint. Thanks.

• Initial Complaint

  Date:01/22/2024

  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 is not a company I have any business with. They psycho dial 3 times in a row back to back and then leave an generic voicemail asking me to call them back same day with no further information. It is harassing especially since my number is on the do not call rrgistry. If you look them up online this seems to be their normal practice even when they respond to complaints saying this is not their practice.

  Business Response

  Date: 01/23/2024

  Hello. We regret to hear about your experience and want to help. We have added the phone number youve provided to our companies do not call list. Please allow ************************************************************ any other way, our customer service team would like to speak with you. 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 helps. Thank you for your feedback. -************

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21180621
  
  I am rejecting this response because this is their same standard respinse they use for every complaint. This does not show that the ************** about making real change in their practices. Addung my number to their internal do not call list when I was already on the national do not call registry shows they aren't doing due diligence before starting their harrassing type call campaign to begin with. Tell me how you plan to actually improve your practices. 
  
  Sincerely,
  
  ***********************