Gatby: most-reported complaints
Automated analysis of 422 public Trustpilot reviews published 2024-11-06 to 2026-09-23. TrustScore 4.8 from 1,779 total reviews — see the Trustpilot page. Quick answer: is Gatby legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report misleading pricing, which accounts for 20% of the 49 identified complaints and shows a rising trend. Other frequent issues include support being unreachable (18% of complaints, rising) and account or app problems (14% of complaints, falling). The remaining 20% of complaints fall under other categories and show a flat trend.
How to reach Gatby
These are the contact details Gatby publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone (713) 581-6553, email [email protected].
The company claimed its Trustpilot profile on 2024-08-15, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-15. Trustpilot ranks it 15 of 125 in Online Marketplace. We last checked this profile on 2026-09-24 and found 12 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.8 → 4.8 across 13 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-17 (100%, 0.3d) · 2026-08-20 (100%, 0.3d) · 2026-08-24 (100%, 0.3d) · 2026-08-27 (96%, 0.3d) · 2026-08-30 (100%, 0.3d) · 2026-09-03 (100%, 0.2d) · 2026-09-08 (100%, 0.2d) · 2026-09-12 (100%, 0.2d) · 2026-09-15 (100%, 0.2d) · 2026-09-18 (100%, 0.2d) · 2026-09-21 (100%, 0.2d) · 2026-09-24 (100%, 0.2d).
Severity: 10% of this company’s 49 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.8 days between the experience and publishing their negative review (63 reviews record both dates).
Measured reply time: across 63 negative reviews that received a public reply, the median wait was 0 days — the company profile reports an average of under a day.
Reply quality: of 63 company replies to negative reviews analysed, 78% engaged with the specific problem and 17% were generic templates.
Review provenance: 359 company-invited reviews in the recent window average 4.73★, while 21 organic (uninvited) reviews average 4.81★.
77% of its 334 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: misleading pricing makes up 20% of this company’s complaints vs a 14% median across 151 ranked companies in its sector.
Review velocity: 1,135 of this company’s 1,779 Trustpilot reviews (64%) were written in the last 12 months.
What are the most common complaints about Gatby?
Misleading pricing
10 reports · 20% of complaintsrising since 2026-03“I discovered that I could not cancel the service once it became active.”
The company replied on 2026-07-28: “Gigi, we're sorry to hear about your experience and understand how frustrating that would be. We'll work with you and the electricity provider to have the enrollment canceled as quickly as possible,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Hidden charges charged to my account - later on was told that these were ALL MENTIONED IN FINE PRINT”
The company replied on 2026-05-29: “Amit, we're sorry to hear about your experience and understand how frustrating unexpected charges can feel. The plan you selected was one of our apartment usage-optimized options, and the charges…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Very misleading”
The company replied on 2026-09-12: “Donna, we’re sorry to hear you came away feeling this way. Transparency is important to us, and we’d really appreciate the opportunity to understand what you found misleading and address any…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Other
10 reports · 20% of complaintssteady“You took advantage of an old lady by inferring you were the provider for the apartment where I am moving.”
The company replied on 2026-07-15: “Hi Clara, We’re very sorry to hear this was your impression. We never want anyone to feel misled. Gatby is not an electricity provider. We’re a free service that partners directly with your apartment…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Didnt link everything correctly”
The company replied on 2026-04-15: “Julia, we’re really sorry this didn’t come through correctly — that’s definitely not the experience we want for you. We’d love to take a closer look and make sure everything is properly linked and…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Rip off and difficult to use.”
The company replied on 2025-07-27: “Hi there, We’re sorry to hear this and would genuinely appreciate more detail about your experience. With over 500 verified reviews and no prior mentions of the platform being difficult to use, this…”
Our classifier read this reply as a deflection.
Support unreachable
9 reports · 18% of complaintsrising since 2026-03“Everything has been automated with no real person to talk to, no real answers.”
The company replied on 2026-08-04: “Max, we're sorry this left the wrong impression. The review request was intended to ask about your experience using Gatby to compare plans and enroll—not about your electricity service itself, which…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I applied for this company about a week ago and still no contact, contract or anything to start new services.”
The company replied on 2026-07-24: “Julia, we're sorry for the concern this caused. We reviewed your enrollment and can confirm it was successfully completed, with your service scheduled to begin next week. A confirmation was sent from…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I never heard back about electric”
The company replied on 2026-07-08: “Brooke, we're truly sorry you experienced that - lack of communication during a move is the last thing you need. We see that your signup went through successfully and confirmation was sent to the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Account/app problems
7 reports · 14% of complaintsfalling“I did not confirm my consent to connect Rhythm.”
The company replied on 2026-09-15: “Dmitriy, we understand the concern and want to clarify that we received your written confirmation via text to move forward with the new plan before the enrollment was submitted. That said, if you’ve…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“every time I try to set up online access I get referred to a renter's insurance plan instead of an electricity plan”
The company replied on 2026-08-08: “J, we’re sorry for the confusion here and would really like to help get to the bottom of it. Gatby’s signup process is exclusively for electricity service—we do not offer or enroll customers in…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“There was also no obvious way to cancel the process and remove the information I had already submitted.”
The company replied on 2026-07-27: “Gabriel, we're sorry our process left you with this impression. This program is designed to identify opportunities to lower your electricity costs over time, and any authorization is solely for that…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unhelpful
4 reports · 8% of complaintsfalling“I still haven’t gotten any information or been able to sign in”
The company replied on 2026-06-24: “Luke, I'm really sorry you're stuck without access or info - that's not the experience we want for you at all. Please reach out to our team at [email protected] or (713) 581-6553 and we'll get this…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“nothing to do with apartments and moving in you suck”
The company replied on 2026-02-19: “Case, we’re really sorry this felt frustrating. We understand move-ins can already be stressful, and the last thing you need is confusion around requested information. Some details are required by…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“they said will charge bc is too fast, I called within less than an hour & they said theyre not sure to get mw tomorrow service in my apt.”
The company replied on 2025-06-06: “Hi Patricia – we’re so sorry to hear this and completely understand how frustrating it must be. We’ll be reaching out first thing tomorrow morning to make sure everything gets sorted, and we can…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Hard to cancel
4 reports · 8% of complaintsrising since 2026-03“I thought I was resigning my lease. Please stop. Leave me alone.”
The company replied on 2026-08-16: “Jeffery, we’re sorry for the confusion and understand your concern. Gatby helps residents set up electricity as part of the move-in process, but we absolutely respect your request not to use our…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I discovered that I could not cancel the service once it became active.”
The company replied on 2026-07-28: “Gigi, we're sorry to hear about your experience and understand how frustrating that would be. We'll work with you and the electricity provider to have the enrollment canceled as quickly as possible,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“There was also no obvious way to cancel the process and remove the information I had already submitted.”
The company replied on 2026-07-27: “Gabriel, we're sorry our process left you with this impression. This program is designed to identify opportunities to lower your electricity costs over time, and any authorization is solely for that…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Compare Gatby with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.