Green Mountain Energy - Company Information

“  I was with Green Mountain Energy for 8 months and had no previous issues until now. Back in January, I submitted a payment that I initially thought posted. I came home from my aparement yesterday and noticed that my power was turned off. Long story short, Green Mountain had a glitch in their system where my payment was returned, even though I had money in the banke to cover the payment. I even doubled back with my bank to make sure that I had enough money to cover the payment at the time and I did. They informed me that it was an issue within their GME's system and that they weren't sure why my payment was returned. I was charged almost $60 in late fees, reconnection fees and disconnection fees. Even if I didn't pay my electricity bill (which I did), it was only 14 days past due. They cut my electricity off because of an error on their end and it was only 14 days late (because of an error on their end). I am highly dissatisfied and frustrated with the inconvenience of not having power when I got home that evening. They initially told me that it could take up to 3 days to restore my power, but then later retracted their statement and told me that since I had a smart meter it would be restored within 4 hours. I cancelled with Green Mountain the next morning and went with TXU instead. I will not continue to give my money to a company that cuts my power off because of an error on their behalf! Also, it takes too long to reach a customer service representative. There are too many prompts and information that you have to enter. When you're that upset, you don't want to waste 5 minutes speaking to an automated system just to speak to someone who can assist you. Good riddance! ”

“  I have had Green Mountain for several years. Prices are high compared to other companies, but felt that I was at least helping the environment. Was totally discusted with this company though when I moved & transfered my service. I had paid my bills on time up to the point when I moved. Inv was due on the 30th, not even a month late, I was sent a disconnect notice. I paid as soon as I got paid, which was still only a couple weeks late. On my next invoice, I had not only a late fee of $10.60 but also a disconnect notice fee of $20.00. I called thinking that with my past history of payments that they would waive the disconnect fee (I was paying the late fee since I knew I was late). What I got instead was a lecture from the representaive that my bill was due on the 30th & that they could disconnect anytime after that date, but they instead send a disconnect notice in which they graciaously give me an additional 14 days to pay & that I deserved the disconnect fee. So I am locked into a year contract, will have to wait until that is done & then will find another provider. I will say that not all representatives that I have spoken with have been this rude & aweful, but if your going to pay the high prices you hope that they wouldn't try to gouge you with other fees as well. ”

“  I've been with Green Mountain Energy for about 10 years and have been happy until today. I don't like the policy of offering lower rates to new customers and not your loyal tenured customers.In the past, customer service has been friendly and efficient. When I call to renew, they have verbally acknowledged my long history with them and renewed my rates at a price comparable to those offered new customers at www.powertochoose.org. Not this time. I phoned on two separate days and was offered only a higher rate. No allowance or reward for being loyal.So, today I will switch to another (and higher-rated) company. I don't know if the company is having financial issues or not, but that isn't how you should treat long-term customers who have been referring folks to you for years. Bad business practice. ”

“  This company will fee you to death. They'll thank you for being a loyal customer until you can't pay on time. If you have a perfect life and don't live paycheck to paycheck you might be fine here. But get real, how many of us in TX have that luxury. GME will slap a late charge and cut-off notice fee on you the day after your bill is due. That gives then an extra $30 a month on top of the highest KW charge per hour. For renewable energy they get off the grid. There customer service is okay but they're mostly off shore employees. Theyre just a horrible company. ”

“  Been happy customer until yesterday when they cut power at my address without warning. I moved and they were very prompt to add my new address and switch on power. They were also very prompt to cut power at my old address without warning although house still on the market. When I called to move they asked when power had to be switched off. I could not provide an answer since house was put on the market for sale. They put a date and told me to call to change it if I was selling it. My online account showed both my accounts with end date in 2025, the end of my 5 year plan so was not worried. Well, they cut power without warning. And now they want me to switch to a month to month variable plan, much more expensive. Needless to say, I changed provider. I was on autopay so very low maintenance for them, by definition always paid on time. Unbelievable the lack of care for their customers. I highly recommend to look elsewhere (the only reason it is not one star across the board is because they were prompt to sign me on the first time) ”

“  First higher rates than some, but I was ok with that due to the environmental considerations. What I'm not ok with is I am a single mom, single income and there is no flexibility with this company when it comes to payment arrangement, if there is some kind issue arises.. especially if you typically stay caught up. They, however, will cut service as soon as the next bill generates with zero warning or communication. Most electric companies that I've used forever in my 30 plus years will allow you to get it paid before your next one is due... not these guys at all.. no notice, nothing indicating that you will be disconnected at all if you are on paperless billing.. no mention in the weekly emails they send, no mention when I logged in to see what my due dates. AND furthermore customer services is of zero help, I had a perfect storm of personal financial crisis happen in the last two months and was left a bit short (large vet bill with an animal that was internally bleeding and several hundred $ car repair)... I can easily pay the bill before the next due date, but they say they have no wiggle room or ability to turn my service on. We all know that is not true.. there is always a way.. they have set a protocal that cleary indicates to their customers that they don't care at all. So right now my services is off, I have no family to call for assistance.. sad part is I can pay my bill and the current portion a week from tomorrow... and be all caught up.. so for now, good riddance... I will pay my next bill and will move on to another company. ”

“  I signed up with Green Mountain under a deal when they promised a $100 gift card. I never received my gift card. I then moved to an apartment where utilitied were included, so I did not have to order electricity service, and had a past due balance with Green Mountain. My intent was to use the gift card to take care of my past due balance, but I still never got it. After that lease was up, I moved back to another apartment where I had to get electric service and I went back to Green Mountain. They still tried to charge me for the past due balance and still would not send me my gift card. Customer should not have to jump through hoops just to get what they are entitled to. For this reason I would not recommend Green Mountain. ”

“  It all sounds great - "green" energy. I guess they put all their money into something other than accounting software. I have been in business for 31 years and they take the prize as the most screwed up accounting ever encountered. No one is a close second. I cringe every time I see a Green Mountain bill - knowing it will require my time and patience to resolve something. Using online bill pay does not work with them - you have to use direct pay through their system to make sure your payment is posted on time. The topper - after thinking I had finally cleared up all my billing issues - I received a large credit but no one at GM can identify why. Just to add insult, there is a $ .66 "Past Due Penalty" on my credit. At this point I would rather swim in oil and roll in coal than recommend Green Mountain for anything other than a good example of how NOT to run a utility company. I am not a fan of TU Electric but I never had any issues with them. The time wasted on the phone kills any savings at the meter. I will say their customer service people are nice and very apologetic, but it rings hollow after a while. ”

“  It took 3 months for me to figure out something was up because my bills were listed online as half the actual total. Two identical charges were hitting my checking account two days in a row (example, $173 on 8/5, and $173 on 8/6, but they weren't duplicate charges. They added up to my actual total bill of $346)! So, I thought, wow, my rates are low. Turns out I was really getting charged $400/month for the last 3 months. That's shady business. And the service rep was like, "oh I don't see that." Even though it was clear on the billing history page. I said, shall I send you a screenshot of my bank charges? Ridiculous. And the billing error only occured over the summer, for the three most energy intense months in Texas, at a suddenly jacked up rate of 17.55 cents kw/hr before straightening out again. I like green energy, and made a point to use 100% wind b/c the hydro plans aren't always the best for wildlife. Really, you aren't actually getting renewable energy in your home. They are just buying renewable energy certificates on your behalf based on how much energy you use, and registering those certificates on a regional energy network plan, likely REGGIE. But after today, I'm done. Other companies now have competitive green energy options at much better, locked-in rates without cancellation fees. So after 6 years, I am going to give Bounce Energy a try. They are highly rated, and I just locked in a 9.4 cent rate for 12 months, wind energy based. I don't even have to cancel with Green Mountain. Bounce takes care of it for me. ”

“  I haven't been a customer for some time, now, but I wanted to leave my story.At first, everything was fine - then, they started "balance billing." I would get a bill for 500 or more dollars one month, pay it, and then have credits for nearly three months due to over payment. In addition, I once got a low bill (not all that unusual, considering their unstable billing history for me), so I payed what the invoice said was owed. Next month, I got another huge bill with late payment fees tacked on. When I studied the invoice, it turns out THEY had double-posted my last payment. With that extra posting, I had not been billed enough in the previous month (when they corrected their accounts) and despite paying what they billed me, they put into their system that I didn't pay the full amount! When I called to have this corrected, I was told that they could take off the fee as a "one-time customer service." I was so mad at this point I was shaking - and I informed the CSR that no, it was not a "customer service" - this was THEIR FAULT. After months and months of billing inconsistencies this was the last straw. I will never use Green Mountain again - there are so many other companies out there who offer green energy - Green Mountain is not worth the hassle. ”

“  Existing customers are unable to renew their contract online and must use customer service. Customer service is unable to match the online rates. After many emails- as a one time courtesy customer service would match the internet offer. Existing customers do not seem to be a priority. As a result this long time customer is moving on. ”

“  Great Mntn Energy charged a fee for early cancellation when my electricity was never cancelled. Spoke to 3 supervisors all giving different information and my acct was drafted 352.86, leaving me with no money. I was advised a refund was processed, that was a lie. I was told the investigation would be completed before the due date, if not just pay normal balance due. Also told no refund until the investigation is complete. I was told lies, givin false information and still no refund processed. I'm very unhappy with the service received by this company. How can you charge for something you did not do, something which never happened. Also told this happens all the time. Their processes do NOT work!! ”

“  I enjoyed GME for past four years but past five months I have been paying close to $500.00 a 33% increase ”

“  When I first joined in April 2020 I was told the energy company would buy back my excess generated energy at the kWh rate I was being charged. Several months later I was advised this policy had changed and my energy would be placed in a bank in case I needed it.Now, this month I received the first bill for electricity useage. This is in spite of the fact that since April 2020. I had produced over 35,000 extra keg than I had used. That is 35,000 kWh that the provider has sold to someone else for a profit.So I called and I was told the PUC had changed the policy and placed a cap on banking excess energy. So Green Mountain has confiscated my bank and now, not only am I paying for a solar power system but Im once again paying an electric bill. They are giving me a credit for what I produce but it is capped and pays a lower rate.I have contacted my State Senator and my State Representative. If I did this to someone, I would be charged with Theft/ Fraud or both.I have contacted another energy company who stated they have not heard anything about this PUC policy and I will be transferring my account to them on Monday.I AM TIRED OF BEING TREATED LIKE THIS BY GREEN MOUNTAIN. I WAS TRYING TO BE A GOOD CITIZEN AND A RESPONSIBLE USER OF DOLAR POWER AND I HAPED BEEN FISCALLY ASSAULTED. ”

“  Our first break with GME was when they were offering better rates to new customers, but would only renew loyal customers at higher rate. When we moved to a home with solar, we again tried GME because they offered solar credits. Now they are eliminating that. Seems pretty hypocritical to say they support "green" energy but then refuse to support it. Since the buyback rate is less than the sale rate, it's not as though they can't still make some profit, if they cared to actually help environment. Obviously greed is the motivating factor. Luckily, Reliant and Rhythm offer solar plans for homeowners. Seems true green energy consumers are leaving GME in search for companies with integrity. ”

“  Poor customer service last month electric bill was kinda nice $170.00 this month paid $321.00 over $150.00 jump in just one month glad I am going with txu ! ”

“  When my last contract ended, they did not send any notice of my rates going up. This time, they sent me a notice to renew by a date last month. So, I chose to renew with another company this month, but they are informing me of a $200 fine for renewing a few months early. I was a complacent customer for 20 years, but never again. ”

“  They may offer competitive prices and plans at first but they always find ways to charge up your bill during your time as a customer. I lived in a one bedroom apt and it cost more using Green Energy to cool and power electronics there than it does in my 4 bedroom two story house. They also have poor customer service and do not process closure claims properly. I closed my account in may and I'm still being billed because they waited a month to close it. This is the SECOND time they have done this to me. 10/10 WOULD NOT RECCOMEND this company, go for TriEagle!! They are great. ”

“  HORRILE experience! In APRIL my husband and I moved to Dallas from out of state. Our apartment complex required us to have electric set up at least 24 hours in advance of moving in. We called Green Mountain and ordered electric service. GM required $150 deposit up front. Since we were renting two apartments, that was an inconvenience, but we paid via credit card several days ahead of schedule. As we are loading boxes into our rental truck the day before driving to Dallas, I get a call from our new apartment complex letting me know electric was not initiated yet and that I needed to call GM and inquire or we would not be able to move in. When I called GM I was on the phone for two hours and I was transferred to at least 10 people. I had to explain my situation as many times. Customer service could see that we were denied service but did not know why and they kept passing me along to someone who might be able to tell me. Finally, it was discovered that GM will not accept my husbands drivers license because it is out of state. The only other option is a social security card, and could we please fax it? No, we could not fax it; it was buried in a box somewhere! The next morning we called a different company and had no problem getting service (we did not even have to pay a deposit). A few days after we got settled in to the apartment I called GM to get our deposits back. Again, customer service we less than helpful. They had the WRONG DATE listed for initiation of service on one apartment we created an even more confusing issue. They said we would receive a check in a week.HUH!!! I had to call back six times to get our check, which finally came 6 weeks later in late JUNE. It is AUGUST now and I am STILL having difficulty getting the other $150 back from them. Not only did GM take our $300 but they did not even notify us that there was an issue with the drivers license. And getting our deposit back is turning into a nightmare! GRRR! ”

“  They like to bill themselves as customer friendly and ecologically sound. That's why I went with them two years ago. Then I got deployed, requested a 'shut off' date and was told they would do it. Now six weeks later I've gotten two bills for service I didn't want and they deny even being contacted. They are no better than every other utility company, just after more and more money. ”