Green Mountain Energy - Company Information

“  I have been A GME customer for over 2 years, but only because I haven't had time to research and find someone better. I am a single mom, working 2 jobs to make ends meet and usually pay a few days late because of the way my pay period falls. The due date is any where between the 29th of the month and the 2nd of following month. In addition to paying a late fee, they also charge a $20 fee, not for disconnection but just to send you a notice of disconnection... Which is sent by first class mail. For example, my bill was due on October 30th (the previous bill was due October 1st). I paid the bill on November 6th and 3 days later I received a disconnection notice adding $20 to my next bill on top of a almost $10 late fee. Now, I realize that to avoid Any fees my bill should be paid on time but that is just not possible sometimes. I am not disputing passing a late fee. You pay late, you are penalized I get that. My problem is #1 the fluctuating due date and #2 the fact that Any day after the due date they can send you a disconnect notice adding $20 to your next bill. I just got off the phone with CS and while the rep did waive the disconnect fee this one time, informed me that they can send a disconnect notice ANY TIME after the sure date. So if you're bill is due on the first and it's not paid on that day, you may get a disconnect notice a few days later. There is absolutely no grace period and with the fluctuating due dates, the Only way to avoid paying a late fee PLUS disconnect notice fee is to pay on our before the due date. I find this to be ridiculous. This is the only company I have ever dealt with that has no grace period. I work at a utility company and our due date is the same every month as well as the disconnection date. I will now take the time to do some research and see about finding a more customer friendly energy company. ”

“  Terrible company. Signed up and Transferred account. Got no bill. Got termination notice with a fee attached. Set up auto pay and then got power cut off with another fee. Incompetent. Stay away. ”

“  What the representative offered me in person at one of their kiosk was not what the company told me they were offering. A Manager told me that they have nothing to do with whom they hire in the "field" and they can't be held responsible for what they are telling people. (Hmm, Really). I called within one day of getting information on the internet to say I was not interested. 4 Weeks later I get a final bill from my Electric Provider, Reliant saying I didn't have service with them. It took me three days, 5 hours worth of phone calls to my apartment, the apartment headquarters, Oncor, Reliant and Green Mt. to get something done. They can sign you up and get your service going in one day but they can't get it switched back when it's there mistake for two months. 0 for Customer Service because they disconnected me four times, said they would resolve it and then didn't. Horrible. ”

“  started off rocky and just got worse. they told me that they would give me a good rate, told me I would have to pay a small deposit and that I would get a $100 gift card after 6 months of service. sounds great right? yup to me to so I signed up and got to know the real company. the rate never seemed that great as all of the additional fees started getting added to the bill, then the deposit was increased by a $100 more than the one they told me they would require. the long wait for customer service on the phone was explained away by telling me that their systems had just got updated so delays were longer than normal (found out nope the hour to 2 hr trying to get thru to a person was normal). then after only being with them a couple of months I received a small bill. seemed reasonable as it was spring and I wasn't using the heat and hadn't really started using the air much yet. then a week later I got a much larger bill. that was due only a few days after the first bill was due. I attempted to call to find out why was I being billed twice to get the most rude child (cant call her grown) after being on hold for over an hour to be told that I should have looked at the back of the page of the 2nd page of the bill at the fine print in the middle of the page telling me that cause of switching over account numbers my bill may be delayed. i asked for a supervisor and was placed on hold for another 1hr 40m when i finally gave up and hung up after realizing i had literally been on the phone with this company for nearly 3hrs and hadn't gotten anything resolved. i called back the next day and after an additional hr i spoke with someone and asked her which one of these were the true due dates due for both of these bills. she told me the 2nd due date. i repeated this back to her several times. she said yes mam the due date is the 2nd date. so i paid the bill on the 2nd due date. i knew something wasn't right when i paid it and it said it stopped my disconnect. so sure enough my next bill showed i had been considered disconnect for not paying the first bill on that due date. and i was charged the insane disconnect fees. then when i called to find out why i was told i have now forfeited the $100 gift card they promised me cause i had paid late. i tried to call and speak to someone else as they are always saying this phone call is recorded i was demanding they go back and listen to the recording where their representative told me that the due date was the date on the 2nd bill and i paid by that date. they told me they were putting me on hold for a supervisor and an hour on hold i have decided im thru. my contract ends and i will end also. im so tired of giving my money to companies that have little to no respect for me as a customer and green mountain has joined that list. if you never need to speak to a person, never want a problem resolved, don't care about additional fees then this is the company for you...if you like being treated like a valued customer than find a different company!! ”

“  Horrible service. I can never get anyone on the phone, or get anything done online. I have been trying to disconnect my service for over a week. Trying to disconnect online leads to a page that says their system is undergoing an upgrade, from what? stone tablets? for a week?
Calling customer service is no better, on hold for over an hour several times, even during "low traffic" times listed on the website.
I have no idea if the bill is lower, since I haven't gotten one. ”

“  This company will tell you anything to get you to send in money to them and then switch terms with you and pretend like they never made a deal. DO NOT TRUST THEM!! HORRIBLE EXPERIENCE! I will be recommending any provider other than them for all of my Texas real estate clients!!!!!!!! ”

“  OVERAll they dont listen, dont care and customer servicel is POOR. Left on hold for a supervisor over 40 min and to hear crap ”

“  Had service with this company for 1 yr and regret it. Paid bill every 36 days as it was 6 days late. I understand why I was charged late fees but they disconnected my service without sending notice due to me paying after the due date. I had to pay over 100.00 in extra fees to get the service back on and they refused to work with or provide me the additional 5 days until I could pay in full. They dont care about their customers and leave you on hold for a long time. Unknowledgeable reps and poor customer service. They could have atleast made an attempt to call or send notice of disconnect. They claimed they sent the notice 2 wks ago as I made a pmt during that time and they still disconnected the service. They are rude and uncaring and make no efforts in working with you and still disc service with95 degree weather. You could be dying,freezing or under extreme heat....they could care less!!! They never tried to make arrangements or help me out in any kind of way. ”

“  The customer service at Green Mountain is awful! They are higher priced than most companies and...did I mention their customer service is AWFUL!!! They will not make payment arrangements, even when I got laid off. The turned off my power even though I paid the bill on time and didn;t turn it on for three days, they dont read meters even though they say they do, then they overcharge you based on average usage in the neighborhood. I have a family with seven kids next door...but my bill is the same as theirs...Green Mountain cannot explain that other than to say, even though your gate was locked, I am sure we use our binoculars to read your meter...okay. Dont get their service, They suck. ”

“  Two months in a row I have paid online before the due date I am a retired bank customer service representative of many years. Two months in a row I have gotten emails advising me the payment is past due and I am subject to cutoff. I've tried talking to the supervisor, who "doesn't take calls."
I don't pay my obligations late, and certainly not a utility provider. I'm a senior citizen with a heart condition and cannot go without power. If the customer service supervisor "does not take calls," what is this employee supervising? I would like someone to call me as soon as possible. have tried online chatting but get no response. ”

“  Apparently my service was ended February 11, 2016...today is May 11, 2016 & I come home from work & my power is off. I called Customer Sevice to speak to someone that was fluent in English. She kept repeating that my account closed on 2/11/16. I got no notice that my account had closed. Here we are exactly 3 months later & no power. I was then told that I would have to pay another deposit & sign another contract. Meanwhile service wouldn't be restored until tomorrow. What about my food in the freezer & refrigerator today?! Just avoid them at all costs. ”

“  So I have had green mountain for my, about 700 sq ft, apartment for about five months now. I do like that they send weekly updates as to how much energy you are using and cost, however, I have noticed the wattage and price have no correlation. My example, I used 76.7 kWh one week for $9.94 and the following week used 84.9 kWh for $11.26. My rate when I signed up was supposed to be 6.7 cents per kWh. The math never adds up. When your bill comes, they charge a base fee and delivery fee which also changed monthly. So add an extra 20 to 50 dollars for that to your usage. So total, somehow, my average price per kWh comes out to something like 17-18 cents per pay period. None of it makes sense to me. I have a friend who has the same plan, and they used 129.3 kWh and it cost them $7.62 while the following week they used 130.6 kWh and it cost them $5.02. Someone explain to me how all of this adds up because the math is not adding up. Over all it seems like nothing is consistent. I am very unhappy as a customer to know that someone with the same plan is using twice as much energy as me and paying half the price. I would not recommend going with this company. ”

“  Do not recommend you get average billing with this company. They provide a random monthly amount when you sign up and at the end of year they send you whatever balance in the account. This place does not understand the meaning budget billing..... Call customer service and they told me that simply reviewing the email I get from them with the monthly balance is not enough. Why in hell will want to have an electronic bill or average billing. ”

“  When I signed up I was promised a $150 gift card that did not materialize until I called about it long after it was due. The service rep. apologized and said they were "having problems with the gift card company".
Now, after two years of ever increasing rates but always-on-time payments, they are hitting me with a disconnect notice charge. I did not receive last month's bill in the mail and didn't think about it. This month I get the bill for both months plus a disconnect notice. No phone call, no e-mail reminder (though they send me e-mails about my usage), no grace period, just a disconnect notice, which apparently will cost me $20 even if I pay the full amount immediately. Makes AT&T look good. ”

“  Can't get response from the company for reconnect Will switch
companies. Have been hung up on twice . All I want is for them to
call AEP and reconnect my service after a pole went down ”

“  We quit service with Green Mountain because of high price, consistently wrong billing at at our home and business, and awful customer service. We were so eager to quit that we paid an early termination fee of about $200+.A few months later (when we were with another company) GM started billing us again! We got threatening calls (supposedly they had lost the termination records so we faxed copies). Then they cut off power to our house with no warning during subfreezing temperatures. When contractors tried to restore power, GM blocked them. After 4 days without electricity and hours on the phone and email (GM does not respond to complaints or emergencies), the Public Utilities Commission forced GM to restore our power. So, they turned off the power at our business! PUC forced them to restore that too and found that their actions were illegal.Finally we had to have our lawyer threaten to sue them. If we were older or ill they could have killed us. I do not recommend them. ”

“  I've had green mountain for a year now and I've had my power disconnected three times without a single disconnect notice. They love to not send me a bill and then charge late fees on top of that (several of my friends also have this same problem). Their customer service is horrible, every time I call them, I can never get straight answers to anything. On top of all that, like one other person said, I pay more for my 2 bed apartment than others in two story houses pay. They're absolutely horrible and I wouldn't recommend them to even someone who just murdered my whole family in front of me. ”

“  i am not happy ... green mountain switched service 2 days early and now txu is trying to charge me $300 for early termination of contract ... i have gone out of my way to work with both txu and green mountain and neither is doing anything to straighten this situation out ..... i have a signed contract that states change date of 2/3/12 ... green mountain made the error and is coming up with all sorts of stories ...the pits of a company ... wouldn't recommend them to anyone!!!! ”

“  Last summer my variance shot up to 3x the amount of my bill....my fault I did not notice. So at the end of my billing cycle I owed 800.00. They allowed me to enter a payment plan which they have billed me incorrectly 4 times. So I have had to re enter the payment plan .....spending tons of time on the phone redoing the information necessary. I called and called and no one could tell me what the problem was nor could anyone fix it. They kept sending me bills saying I owed 4.oo or -5.00 when I owe them 800.00. IF you dont pay the right amount, they cancel your payment plan and you owe the whole amount up front. I could not get anyone to call me back to find out what the right amount was. It has been a mess. Im leaving as soon as I paythem off. Do NOT sign on with this company. ”

“  Had to call 3x and hold for an hour each time and they just would keep on
disconnecting me. The customer service personnel is so RUDE!!!! Don't waste
your time with them. ”