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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:01/19/2024

    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.
    ******* from NTherm continues to call and is immediately rude and unwilling to allow me to talk. When you start to ask questions, they immediately shut you down and move on. I asked for information in writing, by email and was told that was not legal under the ************ ********************* In fact, to receive an email with information, I needed to be recorded agreeing to the switch of electrical providers first. In reality, all I want is to be removed from the calling list, which I am told they cannot do for me without a manager, who is never available. The resolution to this is to never have a call from NTherm again.

    Business Response

    Date: 01/22/2024

    Hello. We regret to hear about your experience and want to help. What youve described doesnt align with our companies best practices and is being investigated internally. In the meantime, we have added your phone number 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. 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.-************

  • Initial Complaint

    Date:01/17/2024

    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 was finally able to reach ****** and they have agreed to refund the difference between what they were charging and what DTE was charging me. At this point, I would like to close the case, and if any other problems should arise, I can reopen it.

    Business Response

    Date: 01/19/2024

    Hello. We regret to see youve had a negative experience with us and want to help if we can. We attempted to reach you at the phone number youve provided and our calls went immediately to voicemail.  As per your prior request, we have asked DTE to end our service as your supplier. Unfortunately, your end of service date with us is determined by DTE, not us. If we can assist in any way, we definitely 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. Our customer service team rarely experiences any hold times so you should be able to reach someone quickly and easily. Our customer service team can be reached at ************. We hope this helps. Thank you for providing your feedback. -************

    Customer Answer

    Date: 03/12/2024

    After agreeing to refund for the overage in gas prices, they're coming up with excuses not to pay. I have sent a copy of my gas bill to point out the difference in the amount DTE charges vs what Ntherm charges and this is not competitive pricing. Also, *******, the man I was talking to hung up the phone on me. 
    Thank you,

    *****************************.

    Business Response

    Date: 04/17/2024

    Hi again. Our records indicate we refunded you on 01/23/2024. Will you please consider marking this complaint as resolved?

  • Initial Complaint

    Date:12/26/2023

    Type:Product 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.
     
    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,

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

    Business Response

    Date: 12/27/2023

    Hello. We regret to hear about your experience and want to help. What you've described doesn't align with our companies best practices. We are investigating internally and will take action where necessary. In the mean time, 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. Should you require any further assistance, please don't hesitate to 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 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. -************ 

  • Initial Complaint

    Date:12/20/2023

    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.
     
    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,

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

    Business Response

    Date: 12/21/2023

    Hello. We understand receiving unwanted phone calls can be annoying and want to help. We have added your phone number to our do not call list. This should eliminate the calls moving forward. Please allow *************************************************************************** concerns, 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 rarely experience any hold times so you should be able to reach someone quickly and easily. They are available to ************. We hope this helps. Thank you for your feedback. -************

  • Initial Complaint

    Date:12/18/2023

    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.
    Today, December 18, 2023. We received a voicemail from **** at Ntherm with a phone number to call back and no indication to what the call was in regards to. As I was dialing the phone to return the call, I was also looking up the phone number online since I was unfamiliar with the name. The very first result was this BBB page of complaints. When **** answered the call she immediately asked if I had my bill in hand, without even asking who I was or what I was calling about or identifying who she was. When I asked what bill she would be referring to and what she called us about, she started in on her spiel about being partnered with PPL to help us save money. I told her that was a bunch of BS and we were not interested. I also let her know that I was currently reading the 129 complaints against them on the Better Business Bureau website and that we would like to be added to their "Internal Do Not Call List" that is conveniently mentioned in each one of these complaint responses. She told me they have no such thing as an Internal Do Not Call List and began getting rude, telling me I don't know what I'm taking about and yelling over me rather than letting me speak. It's hard to believe a company is "trying to help you" when they are so quick to turn to rude behaviors like **** did. We do our own utility shopping, very successfully, and do not need any so-called help from any predatory scam artists like Ntherm. I advise to just not take their calls at all. It is Disgusting that they are allowed to continue these same practices as long as they reply here with all the nice key words to "Satisfy the BBB that the issue has been resolved".

    Business Response

    Date: 12/19/2023

    Hello. We were upset upon reading your complaint and want to help. What youve described is not aligned with our companies values and is being investigated internally. We will take immediate corrective action where necessary. In the meantime, we have added the phone number youve 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 dont hesitate to 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. Our customer service team rarely experiences any hold times so you should be able to reach someone quickly and easily. Our customer service team is here for you at ************.


    We would also like to note that we dont use scripts when responding to complaints and reviews online. Each complaint/review is responded to by hand and by a real person. If you look into our BBB profile you may notice that virtually all of our complaints have been resolved as a result of the consumer being satisfied that the issue has been resolved, not the BBB. This is part of the reason why we are listed as B- on our rating with the BBB. We hope this helps and clears some things up. Thank you for your feedback. -************

  • Initial Complaint

    Date:12/15/2023

    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.
    I have received multiple calls to the ************************* phone number and have returned the call to receive a voicemail only. Each time I have asked them to remove the station number from their call registry and to not call back. They acknowledged in their messages that they received the voicemail yet still called the number back.First message stated "I do need a call back from you". We have no prior or current business with this company and will not have future business with them

    Business Response

    Date: 12/18/2023

    Hello. We understand how frustrating receiving unwanted phone calls can be 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. Our customer service team is here for you Mon-Thur 8:30-5:00 and Fri 9:00-4:30 EST. Our customer service team rarely experiences any hold times so you should be able to reach someone quickly and easily. Our customer service team is here for you at ************. We hope this helps. Thank you for your feedback. -************

  • Initial Complaint

    Date:12/14/2023

    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.
    Called my office 3 times back to back to back and tried to trick my CSR into giving a Credit Card number claiming they couldnt run our payment! We use ************ for our gas and our electrical is ran by our city in ***********. Ill be reporting these shady business practices wherever I can as all of our call are recorded. After upper management spoke with them on the phone and told them we were not interested the representative kept pushing, was rude, over talking us and wouldnt take no for an answer. I know how these 3rd party companies work they promise a lower rate and before you know after that trial period it is nearly as much as who you were with and at times more and leaving them is a nightmare. My biggest complaint though still is their attempts are trying to steal credit card info over the phone!

    Business Response

    Date: 12/19/2023

    Hello. We regret to hear about your complaint and want to help. We reviewed all recent calls placed to the phone number you've provided and were unable to substantiate any of your claims. If you would like to provide any additional phone number(s) we may have contacted you on, we will gladly look into those call records as well.  We would very much like to speak with you to rectify this situation. Our customer service team is here for you Mon-Thur 8:30-5:00 and Fri 9:00-4:30 EST (This Friday, 12/22, our customer service team will end their day early at 12:30). Our customer service team rarely experiences any hold times so you should be able to reach someone quickly and easily. Our customer service team is here for you at ************. We hope this helps. -************

  • Initial Complaint

    Date:12/13/2023

    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.
     
    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,

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

    Business Response

    Date: 12/13/2023

    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. We are also investigating internally and will take appropriate action where necessary. Please reach out to our customer service team if you have any other concerns. Our customer service team rarely experiences any hold times so you should be able to reach someone quickly and easily. 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. -************

  • Initial Complaint

    Date:12/05/2023

    Type:Sales and Advertising 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.
     
    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,

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

    Business Response

    Date: 12/06/2023

    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. We also found two other phone numbers associated with your business and have added those to our internal do not call list as well. This should eliminate the calls moving forward. Please allow 72 hours for these changes 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. Our customer service team rarely experiences any hold times so you should be able to reach someone quickly and easily. Our customer service team can be reached at ************. We hope this handles your concerns. Thank you for your feedback. -************

  • Initial Complaint

    Date:12/05/2023

    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.
    I get repeated calls from this company. I ask them NOT to call me and to remove me from their call list 1and they continually call me from multiple phone numbers, even though I block them, and they show up again in a couple of weeks and hound me again. I tried to be nice but they will just not go away.

    Business Response

    Date: 12/05/2023

    Hello. We regret to hear about your experience and want to help. We have added the phone number you provided to our internal do not call list. This should eliminate the calls moving forward. Please allow ********************************************************************************* continue to receive calls, 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. Our customer service team rarely experiences any hold times so you should be able to reach someone quickly and easily. They can be reached at ************. We hope this handles your concern and appreciate your feedback. -************

nTherm, LLC is NOT a BBB Accredited Business.

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