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About Gateway Energy Services

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Gateway Energy Services was founded in 1997 in New York to sell natural gas. In 199 they expanded their coverage to retail electricity and natural gas in both New York and New Jersey. They expanded to provide electricity and/or natural gas to residential and commercial customers in 26 deregulated markets across Pennsylvania, Kentucky, New York, New Jersey, Texas, Ohio, Maryland, Virginia, the District of Columbia and Ontario, Canada. In 2011 Gateway Energy Services was purchased by Direct Energy.

Direct Energy is the largest competitive retailer of energy and related services in North America. With operations across Canada, Texas and the north-eastern United States, Direct Energy delivers $8 billion of energy and related services to over five million residential and commercial customers. They operate generation assets, as well as retail electricity services in multiple states across the US.

Direct Energy is a member of Centrica, group of companies provides energy and other services with more than 32 million customer relationships.

Texas Electricity Ratings Score:

( 2 / 5 )
Our rating criteria
All Providers Ranked From High To Low

Rating Summary:

Plans & Products -
Complaint Resolution -
Community Outreach -
Innovation -
Rewards -
Market Perception -


- Among the Best
- Better than Most
- About Average
- The Rest
- Data Unavailable

Plans & Products

We looked at providers' product mix, types of plans, accessibility and incentives. This score is based on a review of non-traditional products, tiered pricing, green plans, and prepay options. It is also based on accessibility by measuring deposit options, payment amounts, credit requirements, base charges and monthly recurring charges, and finally incentives; gift cards, bill credits and customer rewards.

Complaint Resolution

Complaint Resolution looks at how a provider responds to customers' concerns and find solutions to their problems. This score is tied to customer service complaint surveys, responsiveness, handle times, linguistic options, and cost to serve.

Community Outreach

Community Outreach looks at a provider's involvement in its community and giving back. This score includes carbon footprint involvements, charity programs for customers, charity involvement, employee engagement programs and volunteering.


Innovation looks at new products, environmental and industry advancement, and market leadership. This score includes involvement in improving the environment, providing tools for customers to be more efficient and reduce overall cost of energy and consumption (ie: smart thermostats and other home products, usage emails and summaries, solar partnerships, etc)


Rewards looks at the type of incentives the provider offers its customers to keep them satisfied and engaged with their energy company. This score includes rewards offered, such as gift cards, bill-credits, free power, renewal products and refer-a-friends programs.

Market Perception

Market Perception is an average score from other market scores and resources such as the Better Business Bureau, Public Utility Commission of Texas, and other 3rd party surveys.

Gateway Energy Services Customer Engagement

2   Reviews


Response Rate:
0.00 %

This graph ranks Price, Plans, Promotion, Order Experience, Customer Service, Billing, Account Management, Likelihood to recommend and Overall score of Gateway Energy Services

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2 Reviews and Replies for Gateway Energy Services

misleading promo
(1 / 5)

  I signed up for a plan with a variable rate. I received my first bill which covered a partial billing cycle (20 days) and all was well. Where things went wrong was my expectation to receive a full 30 day billing cycle at the low introductory rate. Needless to say, the rate went up by about 20% on the next billing cycle, and when I called to explain that I expected the introductory rate for a complete 30 day billing cycle, the rep could not grasp this simple concept and repeatedly offered to switch me to a fixed rate plan. Unless consumers are completely insipid, I find it hard to beleive that this was the first time this rep has taken a complaint call about this issue. I'm glad I only signed up for month by month, because I cannot stand slick b.s. sales tactics. Once I am gone I will never come back. Their loss.

D West
July 13th, 2011

Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

Lowest price in Oncor!
(4 / 5)

  Found them through Power to Choose's web site. I sorted by price and they were the lowest price and had a $50 visa card. No brainer!

J. Provost from Dallas
May 29th, 2009

Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

Updated: 05-18-2018
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