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:10/07/2023

  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.

  On 6/2/2022, I was approached by an individual in the Philadelphia International Airport asking if I would sign up with an energy provider for 3 months and that if I did, they would give me 10,000 advantage miles for my American Airline advantage program. As I got to my boarding gate, I realized I'd been defrauded and called NRG and told them I wanted to cancel, the rep did not speak english as a first language and I knew that he did not cancel the program.
  
  As the year went on, I had not paid attention to my energy bill and then in August 2023, I noticed my bill had increased from $55-60 per month to $150 per month. When I looked at the charges I noticed there was another line item that said "Third Party Supplier" and that over a $100 dollar were this "third party supplier" which turned out to be NRG.
  
  On August 7, I called PSEG and told them what had happened. PSEG was familiar with NRG's scam and advised me to contact NRG immediately and tell them I wanted to cancel my contract immediately and revert my service back to PSEG.
  
  On August 7, 2023, I called NRG and told them I wanted to cancel my contract effectively immediately and wanted to revert back to PSEG. The representative attempted to give me a hard time until i told her if she didn't cancel the contract immediately, I would be contacting the BBB. She eventually acquiesced and canceled both my electric and gas contacts.
  
  The cancellation confirmation for electric was: ***** The cancellation confirmation for gas was: *****
  
  The representative told me my contracts were canceled any my service was reverted back to PSEG.
  
  On 10/7/2023, I noticed my bill was still very high. I went on my PSEG account and saw NRG was still taking their money out. The service date was for 8/15/2023 - 9/13/2023. I canceled my contacts on 8/7/2023 and they still continued billing me.
  
  This company defrauded me for an entire year and I want my money back - at minimum from the confirmed date of cancellation.

  Business Response

  Date: 10/10/2023

  NRG Home’s Response to
  BBB Case # ********
  
  
  At NRG Home, we take
  complaints very seriously.  We always appreciate hearing from our
  customers and want to ensure their concerns are addressed.  Please see
  below for a summary of our findings:
  
  Issue
  
  NRG Home received a complaint on October 9, 2023, regarding ****** ******’ NRG Home natural gas and electricity supply accounts.
  
  History
  
  Ms.
  ****** enrolled her natural gas and electricity supply accounts with NRG Home at
  a Philadelphia International Airport in Philadelphia, PA on June 2, 2022. As
  part of the enrollment, Mrs. ****** attested that she was authorized to make
  changes on the accounts, supplied all account information, and was presented
  with and accepted the Terms of Service, which contained all required
  disclosures, including that both supply plans were for 3-month introductory
  price plans and continued on monthly variable pricing after the introductory periods.
  The Terms of Service also expressly stated that NRG Home does not guarantee
  savings and that NRG Home’s prices may be higher than the utility’s supply
  rates. Following the enrollment, on June 2, 2022, the Terms of Service for both
  supply accounts was emailed to Ms. ******, which further served to reiterate
  all the terms, including the price terms and instructions about the right to
  rescind the enrollments. Ms. ****** contacted NRG Home June 2, 2022, to
  exercise her right to rescind, and because the accounts were not in our systems
  to access, she was instructed to call back within 24 hours to rescind. NRG Home
  did not receive a call the next day to rescind, and Ms. ******’ supply accounts
  started service with NRG Home on July 15, 2022.
  
  On August 7, 2023, NRG Home received a
  call from Ms. ****** requesting the cancellation of her accounts. The cancelation
  requests were processed immediately, and the electricity supply and natural gas
  accounts ended service with NRG Home on September 13, 2023, as determined by
  PSE&G.
  
  
  Resolution
  NRG Home called Ms.
  ****** to discuss his complaint and share these findings on October 9, 2023.
  The representative reviewed the enrollment and calls with Ms. ****** and determined
  that the enrollments should have been rescinded on June 2, 2022, and a price adjustment
  for the difference between the price invoiced by NRG Home and the utility's
  default rate for the life of the accounts was processed and offered to resolve
  the complaint. Ms. ****** accepted the offer as a satisfactory resolution of
  her concerns. NRG Home considers this matter closed.
  For any additional
  questions about this concern, please contact me at the number below. I’m
  available Monday through Friday from 8 a.m. to 5 p.m.
  
  Victoria
  NRG Home
  ###-###-####

  Customer Answer

  Date: 10/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/08/2023

  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 08/04/2023 I made a claim to NRG ********* **** which a child company of NRG Energy that offers protection plans on HVAC units. I specifically have a maintenance plan and have been misled about what it covers a few times now. I have paid $17.99 a month for 5 years now and never made a claim on the protection plan. Finally I made a claim due to an issue I had with a storm that hit my area and blew a fuse and capacitor. While he was out there I made a claim and told him to perform whatever maintenance he saw that would normally need to be done as well. So he cleaned the indoor fan unit and reinstalled the same fan. I then submitted the invoice that had all of the work done on it and then just a few hours later received a reply stating that my plan only covers maintenance so nothing is covered. I then replied to that email and sent an additional email stating that the blower fan work was considered maintenance. 4 days pass and I hear nothing from them so I decided to call today 08/08/2023. I dial option 2 to then hear one ring and immediately am hung up on which I repeat twice, so I call a third time and press option 3 for billing and get a woman. Just a couple minutes into explaining my situation I get an email stating that the blower wheel isn't covered under their maintenance plan, so I pull up the list on their website of what is and isn't covered and nowhere does it state that a blower wheel isn't covered and I have my copy to prove it. The email also happened to come just minutes after they hang up on me twice. I explain to her the situation then and she tells me that I was denied due to having repair costs and maintenance costs on one invoice. So I contacted Five Star Heating and Cooling and resubmitted the invoice with just the maintenance costs on it and am now awaiting a reply again.

  Business Response

  Date: 08/17/2023

  August 17, 2023         
  
  
  Better Business Bureau
  The Dispute Resolution Team
  **********************************************************************************************************************************
  
  
  Case # ******** *******************
  
  
  To Whom It May ********************** at Direct Energy Protection Plan (DEPP) would like to extend our sincerest apologies for any inconvenience that *** have been caused. We have made several attempts to reach out to *********** and have left voicemails regarding his Air Conditioning maintenance claim.After reviewing his claim, we found that it was deemed ineligible as the invoice included repair costs, which are not covered by the maintenance plan.However, in appreciation of his loyalty, we are willing to offer reimbursement for the dispatch fees. We have communicated this offer to him via email and are awaiting his response.
  
  We deeply regret any frustration or inconvenience that ************ *** have experienced during this process. If there are any further questions or concerns, please feel free to contact me directly. 
  
  
  Sincerely,
  
  *************************
  Customer Relations Specialist

• Initial Complaint

  Date:07/31/2023

  Type:Billing 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 made over 6 complaints in the last 6 months regarding billing, services and technical support. ( ****** System)
  
  I filed a police report regarding an attempted break in of my vehicle that my camera did not capture but my neighbors cameras captured the incident. I called into ****** and reported the incident to the police. They came out and took finger prints and filed an official report. The next day, a ****** agent came out and installed a DVR/Smart PlayBack system so it's recording 24/7. He got on the phone with the customer service line and the DVR was given to me for FREE because of the non working cameras. He confirmed that he put it in as a credit verses a invoice and all was done.
  
  For the last 3 months, I've been getting a bill stating I owe 267.49 for the DVR system when in fact, the agent Jeff confirmed this was free of cost. I've called in over 6 times to rectify this situation with no resolve.
  
  On top of that, I am being harassed, as someone has broken into my cloud account and has access to my Camera. I've called in over 6 times regarding this incident as well. My alarm has been turned off, persons detected when NO one was there, missing play back video sections on the DVR, and I am positive someone was in my home. As I left my voice memo running on my phone.
  
  I've asked for help, and NO ONE in the Florida area as been able to assist. I am being targeted and harassed and my complaints not taken seriously. I am in fear of my safety at this point and will need to make another police report if this is not dealt with.

  Business Response

  Date: 08/01/2023

  ****** is an affiliated service of NRG Energy Inc. but ****** is not associated with NRG Home electricity supply service.  This complaint has been forwarded to the ****** Customer Service team and the customer can expect to be contacted by the ****** customer service team shortly.

  Customer Answer

  Date: 08/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  ******* ******

• Initial Complaint

  Date:03/17/2023

  Type:Billing 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 just received a notification that my electric and natural gas supplier's were being chito NRG retail solutions. I have never heard of this company or authorized any changes. I had it stopped but I still want to know how this happened. I also would want a refund for any charges from NRG since I never asked to be switched.

  Business Response

  Date: 03/28/2023

  NRG Home’s Response to
  BBB Case # ********
  
  
  At NRG Home, we take
  complaints very seriously.  We always appreciate hearing from our
  customers and want to ensure their concerns are addressed.  Please see
  below for a summary of our findings:
  
  Issue
  
  NRG Home received a complaint on March 17, 2023, regarding ***** ******** NRG Home electricity supply
  account.
  
  History
  
  Mr.
  ******’s son, whose name is also ***** ******, enrolled this electricity supply
  account with NRG Home at ******* in King of Prussia, PA on March 4, 2023. As
  part of the enrollment, Mr. ****** attested that he was authorized to make
  changes on the accounts and was presented with and accepted the Disclosure
  Statement, which contained all required disclosures, including that the
  electricity supply plan was for a 3-month introductory price and continued on
  monthly variable pricing after the introductory periods. The Disclosure
  Statement also expressly stated that NRG Home does not guarantee savings and
  that NRG Home’s prices may be higher than the utility’s supply rates. Following
  the enrollment, on March 5, 2023, the Disclosure Statement for the electricity
  supply account was emailed to Mr. ******, the son, which further served to
  reiterate all the terms, including the price terms and instructions about the
  right to rescind the enrollments. Mr. ****** did not contact NRG Home to
  exercise his right to rescind, and the electricity supply account started
  service with NRG Home on March 17, 2023, as determined by the local utility, PECO
  Energy.
  
  On
  March 18, 2023, NRG Home received an inbound cancellation for the account from
  PECO. The NRG Home electricity supply account service ended on March 23, 2023,
  as determined by PECO.
  
  NRG Home found no communications from
  Mr. ****** prior to this complaint.
  
  NRG Home reviewed the enrollment and
  confirmed Mr. ****** attested he was authorized to enroll the account and
  provided his Pennsylvania driver’s license to be scanned during the enrollment.
  Additionally, as a part of this
  enrollment, Mr. ****** was emailed a gift card to:
  [email protected]. NRG Home’s documentation confirms the
  enrollment was authorized.
  
  
  Resolution
  NRG Home called Mr.
  ****** at the number on file to discuss his complaint and share these findings
  on March 21, 2023The representative reviewed the enrollment and Mr. ******
  confirmed that he is the son and he enrolled the account. He also confirmed
  that his father, ***** ******, was the one who filed the complaint. The line
  disconnected and the call was not completed. NRG Home called again on March 22,
  2023 and March 23, 2023 but unfortunately, was unsuccessful in reaching Mr. ******,
  the father. If Mr. ****** returns our calls, we will be happy to assist him
  with his account. Until then, NRG Home considers this matter closed.
  For any additional
  questions about this concern, please contact me at the number below. I’m
  available Monday through Friday from 8 a.m. to 5 p.m.
  

  Customer Answer

  Date: 03/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ***** ****** I talked to my son and he told me that he was under the impression that he was only doing a survey. He does not make the decisions about the choice of energy supplier. I have already corrected the mistake and have no desire or need to talk to anyone from NRG. If I want to change supplier's I will make that choice and it will not be from someone bothering me while I am tryin g to shop. Do not try calling me.

• Initial Complaint

  Date:12/31/2022

  Type:Billing 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 was asked by an NRG representative at ******* to switch to their company due to their rates being cheaper than **** energy that I had at the time. I was new to Ohio and didn't realize I had a choice like that so I asked if it would keep my bill lower and they stated yes and I would see a big difference. I didn't know what to expect because I didn't know how to properly read my electric bill so I kept on paying the bill and never saw a decrease but it started going up instead. I thought I was using more energy but I found out thru **** I've been paying well over double with NRG for 3 years now and I'm extremely upset I was taken advantage of so badly. This company is dishonest and misleading to say the very least without getting ugly. I just switched back to **** last month and my bills have went from nearly $400/month with NRG down to $150/month thru **** (my original provider that NRG said was over charging me). I will tell everyone I see at those little kiosks to beware they're extreme scammers. I have been struggling to pay the electric bills for years and finding out I was scammed is just sad.

  Business Response

  Date: 01/09/2023

  At NRG
  Home, we take complaints very seriously.  We always appreciate hearing
  from our customers and want to ensure their concerns are addressed. 
  Please see below for a summary of our findings:
  
  Issue
  
  NRG Home received a complaint on January 1, 2023 regarding the pricing
  of ****** *****’ NRG Home electricity supply account.
  
  History
  
  Ms. *****’ electricity account was enrolled at an in-person at
  ******* on May, 31, 2018 and the account started service with NRG Home on June
  21, 2018, as determined by the local utility company, **** Energy.  During the enrollment, Ms. ***** was
  presented with all required disclosures and accepted the terms associated with
  the NRG Home introductory 3-month variable supply price plan. Ms. ***** was
  informed of her right to rescind the agreement.  Following enrollment Ms. ***** was sent a copy of the Terms of Service.
  Ms. ***** did not exercise her right to rescind, and the account started
  service with NRG Home on June 21, 2018as determined by the local electricity
  utility, **** Energy.
  
  Prior to receiving this complaint, NRG Home was not contacted by
  Ms. *****. On November 24, 2022, NRG Home received an inbound cancellation for
  the account from **** Energy. The account stopped service with NRG Home on December
  21, 2022, as determined by **** Energy.
  
  Resolution
  
  Upon receiving the complaint, NRG Home conducted an investigation
  into Ms. *****’s claims. In regard to her allegation of being misled about her
  month to month variable pricing program. NRG Home determined that Ms. ***** was
  presented with and accepted the Terms of Service during the enrollment of her
  account and was sent a copy of the Terms as well. The Terms explained that her
  introductory pricing was for the first 3 months and variable thereafter with no
  guarantee of savings.
  
  NRG Home spoke with Ms. ***** on January 5, 2023, to discuss this
  complaint and share these findings. Although our variable- priced program was
  clearly explained within the Terms of Service, NRG Home offered to assist Ms.
  ***** with a price adjustment Ms. ***** has accepted our offer to resolve this
  complaint. We now consider this matter closed.
  
  For
  any additional questions about this concern, please contact me at the number
  below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
  
  Victoria
  ###-###-####
  
  

  Customer Answer

  Date: 01/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:12/13/2022

  Type:Billing 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.

  Company raised their prices significantly without any notifications. I called to try and get a reimbursement and they would not budge. Was a total scam/rip off.

  Business Response

  Date: 12/19/2022

  NRG Home’s Response to
  BBB Case * ******** 
  
  
  At NRG Home, we take
  complaints very seriously.  We always appreciate hearing from our
  customers and want to ensure their concerns are addressed.  Please see
  below for a summary of our findings:
  
  Issue
  
  NRG Home received a complaint on December 13, 2022, regarding the
  pricing of Ms. ********** NRG Home electricity supply account.
  
  History
  
  *** ******** enrolled her electricity supply account with NRG Home by phone on February 25, 2021. As
  part of the enrollment, representative who enrolled this account read a
  disclosure explaining the program terms to her to which she agreed. We also emailed
  the Terms of Service for the account to the same email address attached to this
  complaint. Included in that email was the information that the electricity supply
  plan was for a 3-month introductory price which continued at monthly variable
  pricing after the introductory period. The Terms of Service also expressly
  stated that NRG Home does not guarantee savings and that our monthly supply
  prices may be higher than the utility’s supply rates. Ms. ******** did not
  exercise the right to rescind, and the electricity supply account started
  service with NRG Home on March 10, 2021, as determined by the local utility, ***** 
  
  On
  December 1, 2022, NRG Home received a call from Ms. ******** requesting the
  cancellation of the account. The cancellation request was processed immediately,
  and the electricity account stopped service with NRG Home on December 6, 2022,
  as determined by *****
  
  Resolution
  
  Upon
  receiving this complaint, NRG Home called Ms. ******** regarding this BBB
  complaint on December 15, 2022. NRG Home reviewed the enrollment details and
  pricing terms of the accounts with Ms. ********. Ms. ******** was offered and
  accepted a price adjustment as resolution of this complaint. NRG Home considers
  this matter closed.
  
  For any additional
  questions about this concern, please contact me at the number below. I’m
  available Monday through Friday from 8 a.m. to 5 p.m.
  
  Lea
  ************