Our Analysis of Cirro Energy

Had a bad start w/their independent vetting agency on sign up, and they are aware, however if your a responsible payer (no excuses for not watching your finances) they have been great to both my neighbor and myself. They came through on a difficult circumstance where my neighbor was scammed by Smart Energy, while she was a contracted Cirro customer, and they came through w/flying colors. She is still w/Cirro now.

I have been with Cirro for 12 months; prior I was with Ambit for two years. I am pleased with ease of billing and account statements. At the time, it saved me money over prior provider. I may reluctantly change providers--renewal price is 10% higher that other REP.

I ejoyed Simple Power while I had it, however, they were purchased by Cirro Energy and my rates just jumped. My bills have been higher than ever. I am on the phone with them at the moment to inquire about their rates. The customer service does seem fine, but for the price, I will be trying somone new.

I have had CIrro for about 2 years. They seem ok. The website isn't great- but it serves it's purpose. Rates seem to be going up every time I renew though. There are a lot of energy companies with lower rates now- but I'm comfortable where I am. Not sure I will move- but might.

No problems.. no complaints.. have increased
their rates..

I have been with this company for several years and the only complaint is that it's getting very expensive, lately I've gotten onto a V.R.P. (variable rate plan) and it has gotten atrocious; 13.4 this month. I'm needing to sign-up to something else, due to this being month to month, since I haven't a contract. They do have fairly long plans, but like I said earlier, prices are going up. Overall, a very reliable company. Very easy to contact the company, and the few issues I had were not a problem to resolve. Thanks!

My acct with Kinetic Energy dissolved into Cirro
Energy with no problems. The changeover was
seamless.
Would definitely recommend.

No problems with a three month fixed plan.
Simple and straight forward ordering.
Never needed the customer service.
Just wish the follow on rate was as competitive as the plan now expiring.

My experience with Cirro was that it had decent customer service and decent rates if you do not consider fees. It clearly price-gouges with a $10.95 meter reading fee. Electricity meters are read electronically, and we have had to pay extra for the smart meters. So there should be no fee whatsoever. However, a pass through charge is allowed but it is only $3 per month. Cirro charged $11 and lies and claims it is charged by everyone.

It charges are high for a low usage customer, therefore, I rescinded my contract as allowed. May be more affordable for high-usage customers.

Actually have been very pleased since switching to Cirro. I am one that does not pay close attention to renewal dates but they have always emailed us and sent a snailmail letter. When I neglected to renew they had a modest increase (.05/kwh), but did not gouge us like the horror stories i hear about T%U and Re@$*nt, the latter raised my brothers from .10 to .15/kwh when he neglected to renew. No shady dealings here, no tricks, just selling power. At least they have an after hours customer service line. Customer service is about as good as with most power companies. The important thing to me is that they are fair and they do not employ any underhanded tactics at all.

if you are one day late on your payment, they immediately send a cut off notice. they also will not make payment arrangments or extend due dates

the "lock rate" fixed rate plan is actually a variable rate based on TDSP
rate. SOOOO...you can not say you got a fixed rate. other than that...bills
always showed up on time! Can't see that they have any other function.

This particular electric companies rates, have increased in the last 4 mos without explanation. When you call to ask the Customer service reps what is going on they just tell you "your kilowatt usage has increased. It's a horrible company.

Cirro Energy provides really poor customer service. I thought TXU was the worst, but I was wrong. At least TXU knows how to bill you properly. Even though I have had autopay activated with Cirro for over 15 months, they still for some reason bill me late charges routinely? and send me 7 day disconnect warnigns for non-payment about every 3 months? WTF? Stay away from Cirro.

Company uses deceptive selling practices. Quotes a rate then adds as many additional charges as possible to it. My average cost has been $.30 per KW since signing with them. Customer Service has been about the norm. Billing has been a little wierd from time to time. Bills come late, don't get one for 45 days get 13 bills in one year. Will cut off power even after giving your a payment confirmation number on a cash payment.

they never mentioned a electricity delivery charg. ei... 76.00 of electricity comes with a 36.00 delivery charge. I also recd my bill late every month. avoid.

I would not recommend Cirro Energy. Although their rates are seemingly low, (I was never sure why we did not get the promotional rate on all our bills), their billing procedures and customer service are really poor. I have had to call them almost every month to correct errors. They say they are corrected but they reappear the next month. I got different answers from different CSRs; they don't seem to know their facts very well, and are not well trained. For some of them English is obviously not their first language. I finally had to get with a supervisor to try to get it all fixed, which took about three weeks. She never did call me back, I had to call her again, and my latest bill was still wrong! I am not calling them this time, I'll just pay the incorrect bill and I will switch providers when my contract expires. My advice is to avoid Cirro and go with another provider, even if their rate is a little higher.

Switched to Cirro a year ago for a better rate, .135 to .10. Got a letter informing my contract was about to expire and they were offering a new special offer rate of .091 which was slightly higher than their .089 EFL rate on the internet. So I called to see what they were offering. After discussion with Service Rep. he quoted a rate of .083 which I accepted in a heart beat. A few days later I received my new contract with the EFL indicating my new rate at 1000kWh usage at .089. After doing some math, I determined that the $5.85 TDU Pass-through Customer Meter Charge was not included in the .083 quote. Even the .083 quote is incorrect, when you factor out the TDU Pass-Through charge the rate is .0836. I talked to customer service and a supervisor who stated she would listen to the recorded acceptance called and call me back. Did not happen, so I canceled the contract with in the 3 day grace period and had it documented by e-mail to cover any question as to my rejection date.

I signed up for CIRRO service and found the billing to poor at best - sometime receiving as many as 9 bills in a single month. The gotcha is cancelling the service as they charged me $597.00 to cancel the service of which I refused to pay. They have sent my failure to pay this fee to a collection company where they lie that you didn't pay your bill. they never say it was excessive fees. Avoid this company at all cost

I had been with Simple Power for two years, Wonderful company, low rates, a simple billing and automatic credit card payment system, an understandable bill with everything bundled in to one total.

Every month my bill consisted of Kwh used times rate(.091) equalling amount owed plus taxes of $1.50 to $2.00 or so.

Then I get a letter saying Cirro has bought the company. Went to the web to check out their Terms of Service and Electricity Facts Label. Incomprehensible. Phoned them and after half an hour was little the wiser.

I THINK that if I stay with them after my Simple Power contract expires I'll get a rate of .0856 per Kwh and a bill like this:

Usage + $5.25 Base Charge + TDU pass thru or whatever of $5.87 + Taxes.

I checked how this would compare to an old Simple Power bill using 475 Kwh.

Simple Power $45.09
Cirro $53.17

PS: I also checked out TXU, Reliant and about 10 other providers. Even more incomprehensible than Cirro. TXU and Reliant terrible.

The first two years they were great, but the last few months they have stopped sending the bills out. We just get termination notices with no warning. We expedited a payment from our bank and they claimed they never recieved it even when the bank says they did. Naturally they then charge us extra. Stay away, they are becoming scam artist.

Watch out here. Was with Simple power Great Company but guess they had problems. Anyway I have received 3 bills in June. One with $0.00 balance. 2nd with $5.00 balance and the 3rd with a $140.00 balance. On the last bill it said the 5.00 bill was already past due. But, the bill due date is the 27th its only the 22nd. Call them and yes they already received my 5.00 payment but why does it say its past due and you have added it to my new bill.CSR did not know why and would take this to a supervisor. This sounds like I'm going to have a Billing Nightmare if I stay. I will be switching, hope I can find another Simple Power. Also, they don't except electronic fund tranfer from your bank so be prepared to mail paper checks again or pay them over there website.

I had Simple Power for the last two years and was completely satisfied with
their service. Since Simple Power was purchased by Cirro my bill has jumped
from 100 dollars to 250- 300 dollars!! The first month of service with Cirro I
received three different bills each statement increasing in price. After calling to
try to find out the reason for the increase I hung up still clueless in what was
going on. I am switching as soon as my contract is over. I DON'T recommend
them to anyone.

The price is GREAT! However, costomer service needs an attitude adjustment. I transfered my service to a new address and shortly after called to switch credit cards on my auto draft account. 2 months after the card switch I recieved disconnection letters because the account is being charged to the canceled card. When I called to figure it out I was transfered to what seemed like a superviser. She was short and snobby in her explaination of what happened and when asked, for the third time, why my credit card had'nt been switched like I'd requested, her answer was "Look its not writen in here that you switched it." My response was "then how could I have been charged the final amount on my previous address if the card wasnt switched?" She had no answer and told me I had until the 2nd to pay the balance. And then "Have a nice day" Click NEVER ONCE did I get an apology. If the people answering phones represent your company then my opinion of your company is RUDE, quetto and uneducated.

They bought a good company we never had trouble with and we have had nothing but complaints about Cirro. Bad customer management and no customer service.

I was switched from Kinetic to Cirro and was told in writing that I had to do nothing and my contract would remain in place. I just happened to logon yesterday to change my form of payment and it said my contract had expired even though I just renewed with Kinetic in January (also have a 12 month contract in writing from Kinetic). Cirro put me on month to month with no notice, so my bill is now much higher AND they did not continue average billing as I had with Kinetic. When I called, I got nowhere as the rude C/S person Jessica basically said it was Kinetics fault and there was nothing she could do. Asked for a Supervisor and of course, there was nobody available. I have filed a complaint with the BBB, but I am sure that will go nowhere. They are crooks...stay away!

I switched from this company and they promptly sent my account to Collections without making any attempt to reach me. Even their C/S agreed they lack business best practices
Please avoid this company

upon signing with cirro I was told there was not a TDU delivery charge, just their rate per KWH. Then upon receiving my first bill they put the TDU charge double the amount of the electric charge. When I asked for them to pull up the recorded conversation. I was told they wont pull those up unless legal action is taken.
and if I break contract I will have to pay each months remaining delivery charges......Do not use cirro......

Very bad customer service. I had cirro at my old address and transferred them to my new one. They never sent me a reconnection fee notice and they sent a disconnection notice 2 days before they want to disconnect. They have horrible customer service and have BAD record keeping! I'm definitely switching!!!!

The worst service ever! We started getting weird bills that didn't make sense. We paid all our bills on time, even when we got a bill that said they owed us money! We knew better and since we were using balanced billing we sent our payment in just the same. Then we got a disconnect letter, even though we were paid in full. That was the last straw, we dropped them! Stay away from these guys, they don't know their heads from their bottoms.

After specifically asking Cirro to start my service on a certain date, they started it the FOLLOWING DAY!
This caused my old provider to charge me a $200 "early termination" fee. Needless to say, I canceled the Cirro agreement.

Cirro's customer service really sucks.

Customer service rude and not helpful or forthcoming even when you are clear about what you need and wanting to know what the next step is. Was told to call Oncor myself. Oncor tells me what the next step is and that CIrro has to send the reconnect order. I call Cirro back to verify that my reconnect order was sent since 1st customer service rep did not mention it. Second customer service rep verifies that the reconnect order is automatic and was sent. Smart meters don't take long once Oncor gets the order. He basically told me what the 1st rep should have said and what the Onocr rep actually did say. Cirro rep even puts an expedite on it for an additional fee, of course. I wait 2 1/2 hrs call Oncor to verify if they have received the order yet from Cirro. No nothing. So much for expedite! Oncor says I should call Cirro back and stay on them. I call Cirro back. Bounce through the IVR. Every "rep" I speak to has limited to no access to my information and doesn't know why the order has not gone over to Oncor yet. The advertised "24 hrs" Customer Service center closes at 8PM. "You can call back in the morning 730AM. I'm just the payment processing center and can't help you. Sorry I have seen this happen before where the customer has a current a account and yet no services for days." UNACCEPTABLE Cirro! I will be taking my business elsewhere. DO NOT USE Cirro as a service provider! Poor service, incompetence, the run around and lies is what you'll get. Their own payment processing people even admit to Cirro's failings and incompetence when it comes to customer service. Piss Poor!

I have just experienced the worst experience with a business in my lifetime with Cirro energy.

Their standard business practice is to not send final bills to exiting customers. Your only notice of an outstanding balance will be an unpleasant contact from ProCollect, the collections agency which serves as Cirro's accomplice in ruining your credit.

Avoid this energy company at all costs.

I recently switched to a new carrier. As soon as I made the switch, I received the highest electric bill I have ever been billed for. Coincidence? They are a horrible company to deal with. I will pay a higher price with someone else an avoid Cirro at all costs.

I am a new customer of Cirro and i ALREADY hate their service. First of all my lights have been cut off twice, due to non payment. the first payment,came in, the day they cut light off ( how convient for them) The second time my service was interrupted, I had a death in the family and was off paying a payment plan that was set up because the first check that was sent to them was lost, but after making the payment i found out they did receive the payment just posted it to a wrong acct. I hope that they resolve all their issues and i hope that i can get my over payment back. i don't need them to just credit my account. Alod they are making me research the history although i have did my part. Cirro I REALLY HATE YOUR SERVICE...PLEASE LET ME OUT!!!!

The customer service for this company is a complete joke. I had automated billing and when my card expired I called them a month in advance to notify them of my change in payment with my new card. They did not make record of this change so I called back the next month and gave them the new payment information again, then it happened the next month and the next!!! Then when I submited my final payment they charged it to the wrong card AGAIN and sent me to a collections agency. This is the worst run company ever, I willl never recommend their services to anyone.

This tired company will double charge your account and then refuse to give you back the money they stole. I do not recommend this company to anyone. I've had their service for three years and each successive year issues with them have become more numerous. Save yourself a few headaches and go somewhere else. I have never felt the urge to leave a negative review about any company, but this place inspired he yo doll out to warm others of the BS you will experience as their customer.

Customer NO+Service is what I have experienced. Today I was on hold for about an hour, finally getting someone to answer, and then being told that customer service was closed today. (Monday) I asked why? The lady said she didn't know, she was just helping out. This is insane. My rate is higher than I agreed to. They have the rate printed in super small print on the bill. Can't wait to dump this rip-off company. I am only locked in till June 10. I wish there was an electric company that I could walk in, ask questions and pay my bill. I am so aggravated!

They turned my power off and said I didnt make a payment. I had, after I paid it over the phone, I found they had cashed my check. I called back to say you double charged me and I want a refund. The email was a joke. Client services stink. The response was you have a payment due in two weeks so we'll keep the payment. Then said my 25 dollar creit would go towards shut off fee. I wasnt late so why should I pay this! Im swithing. Never going back!

I would never recommend this company to anyone. If you have an issue good luck working with their worthless customer service department. Please do not sign up with them regardless of the pricing.

Company Service is non-existent. If you call before 9:00 a.m. or after 6:00 p.m. (i.e. when you can call because you work!!), all you get is a call center that can offer no customer service, reads from a script and insists there is no supervisor on duty to assist, after incompetence is clear with the rep you are talking to. If you set up auto-pay and there is a problem with the card because it expired, or you had to cancel because of fraudulent activity in connection with the card, they don't notify you - they disconnect without proper notification of intent to disconnect. Sick of their lack of service!!!!!!

They turned my power off over Labor Day Weekend. No remorse, no regard to the fact it was a three-day weekend. I will admit I was at fault...missed the payment deadline by two days. My bad. But Labor Day Weekend? Really folks...and someone told me, I have not confirmed this, but apparently they can't even do that sort of thing if the temperature is over 80degrees. Either way...if you can't help a person out like that then no thanks.

This company is the most unorganized company ever. They sent me a $760 refund check which they owed and then turned around and did not honor it. Since the check was issued through Chase which was my bank, the bank tried contacting them to resolve. Cirro did not contact the bank back and only called chase back 2 weeks later when I informed Cirro that I received late fees and return check fees from many of my creditors. It is 1 month since the check has been issued and I still have not received my $760.

I cant wait until my contract is up with Cirro, I have never had worse customer service. After months of trying to get them to take care of recurring payment problems, they still turned our power off at 6:30 am with no way of being able to turn it on until after 9, on top of leaving me on hold for over an hour. Once I finally got a hold of someone she would not listen to the problem. I felt I got nowhere on fixing my concerns.

worst company ever!!!!!! went out of contract and am paying .20KWH

I had a great experience with Simple Energy. Cirro bought them and this was a decent experience until they were purchased by another bigger electric company. I locked in a year and then lock in rates were not attractive for this year...so left to market rate. Bills more than doubled. Previous summer I used more energy and bill was...half the price. About 15 cents a kilowatt hour. I called and asked why they did not charge me the current market rate..why this inflated value -- no answer. (Silence on their end). When I asked what their best - lowest lock in rate/contract was. They cited me a horrible rate -- worse than what was available online through their website. When I called them out on it..they said yes -- we have that. They prompted replied with a worse offer as a counter to the "best deal". When I replied with why they did not give me the Lowest rate initially -- they failed to respond. They eventually replied -- would you like to sign up for the 2 year (bad rate they first shared with me). I told them they failed to address why they took advantage of me in the month to month plan, and then would not share with me the lowest rate when requested -- and that I would be switching companies. A week later -- my online profile with that company was deleted...I will have to most likely wait for the bill in the mail and pay it manually.. I was never rude with them. Never paid late. I just wanted to know why I would pay much more than the market rate.. then if it was worth locking in..what could they offer me. I feel the change in management has led them to some foul practices. I would not..would not use them. There are better rates with better service. I signed up with Bounce for month to month...promo rate is 5.6cents. I called them about the market rate.and they said it varies..but did not expect it to vary too much from 8-10 cents in the next month. I have never left a utility complaint before ..but I wanted others to hear this -- it may save you a $300 bill.

Horrible Customer Service. To make a long story short I was calling to set up new service and the customer rep actually told me she was to busy and didnt have time to go over their cheapest plan rate available. She said they have lots of different plans and could give me the plan they are trying to push to everyone but did not have time to go through each plan and figure out which one has the lowest rate. Unbelievable. I manage about 100 homes and 3 business and changing my provider for all of them. Upper management really needs to figure out who there best customers are and stop jerking them around. I will never recommend anyone to cirro. I will go out of my way to make sure everyone knows how poor of a company they run.

I've been very happy with Cirro Energy for several years. My contract was up for renewal in November, so I tried to renew in October. The site wouldn't work, so the CSR told me to wait about two weeks until the system conversion was done. I renewed on October 18, 2014, and received a confirming e-mail. As of December 1, my contract shows to have expired, my renewal seems to have never happened, and now I am being billed at the market rate. I was just on hold for 30 minutes, only to be told they would have to put my account in investigation mode, and it would take another billing cycle for them to call me back. So far, the NRG sale has Cirro totally screwed up.....

As a preamble, I have been a Cirro customer for years and have an excellent credit rating. Cirro's bill has a due date of the end of the month and if it is paid one day late, you receive a cutoff notice and additional late charges. Over the years, this bill has been missed just because we normally don't pay bills at the end of the month. We requested that the due date be changed to the first of the month.

Seems like a simple request that should make everyone happy. They would get paid on schedule and we would not over look the bill. After being refused twice by their front line customer service. I requested a supervisor, who agreed to change the due day. Within a hour I got a call that this could not be done despite the supervisor's agreement, because of my poor payment history. Never mind that they have always been paid within a few days of their due date and I have been a customer more than 6 years.

So the only question now, is do I quit now or way 6 months until my contract is up.

When Cirro was bought out by NRG, my nightmare began. Though the letter informing me of the buyout said I need "take no action," my account number was changed. My October payment made online disappeared. I, of course, have no check to prove payment. After talking to 7 different people in billing, they still are threatening to turn off my power again. It was already turned off in December. It is January 27, more than three months after the problem began. Today I spoke to a supervisor. We'll see if anything changes. I would not recommend Cirro to anyone.

They changed me from a competitive rate to an almost double rate without warning stating that my plan was now a flexible plan and the rates of electricity were higher, while still offering a much lower rate on a flexible rate plan on their website. I ran into some financial problems and called to see if some arrangements could be made and they were extremely unhelpful and unsympathetic even though I had been an on time paying customer for years. I have had it, and am switching services and so they sent me a final bill for January that is over $200 dollars higher than my December bill, and I wasn't even home most of January. DO NOT CHOOSE THIS COMPANY!

I been using this company since 5 years ago every years I renew my contract it's no issue but the last year before when the contract its finish the charge me last 3 month double Brice

Thank goodness my contract has ended with this "company". I only wish I had reviewed this website first and avoided the hassle. First and foremost, the people who write about not being able to talk to anyone in Customer Service is VERY ACCURATE. I cannot tell you the HOURS I spent on the phone with agents who had no clue what was going on, and there was NEVER a supervisor available. I frequently spoke with agents in Longview, TX and it sounded like there was always a party going on in the background rather than a business. I was told different things on the phone everytime I called, but no one ever wanted to put anything in writing. I now know it was because they were lying non-stop so they could deny what they said later. The biggest problem in my scenario is that I have a RESIDENTIAL agreement with them, but I was charged 12 months COMMERCIAL delivery charges because they said it was Oncor's decision. The building where I reside was at one time a church with a parsonage. They can see it is only residential now. I was the one who had to do all the leg work and conduct follow thru with Oncor. In the meantime, Cirro just kept pointing the finger at Oncor and robbing me commercial rates. So I have a "residential" agreement, but am really being charged commercial rates. Hmmm....can you say fraud? And even after I pointed all this out to them, they still sent me another residential agreement? Next letter is to Public Utility Commission. Everyone makes mistakes, but a real business has someone there to talk to to work thru problems and then honors what they tell you they will do on the phone.

Terrible customer service, I've been with them from past 5 years, back those days, its a different company (Kinetic energy) and their customer service is really good. Don't know what happened to these guys from the past 3 years its getting worse and worse! we need to blame their customer service hiring policy!
1. I've requested a move of my service in online! and after a week I called them to confirm and they told me the order got canceled (they didn't gave me the reason), again I placed the order through them on phone and they promised me the services will available at new address by the time I move in.
2. I moved in to my new location and called them back for confirmation and they told me they don't see any order for that! every time when I called its a back to square one story. And one guy name Carlos told me he will not transfer my call to his supervisor, when I requested him and the reason he gave me is, I'm not their customer (though I paid monthly bill that afternoon)
3. I spoke with half a dozen people there and every one will put me on hold for more than 30 mins before finally transfer the call to other department! its never ending story.

I fed up with these guys and closed my account and transferred to new provider.

Friends, Cirro is not like old cirro! please move on! they charge more and customer server is horrible.

Worse customer service. Lost our online payment multiple times, overcharged us, and they're customer service reps never took notes on all the calls we had to make to them, so each call we had to start over.

I wanted to make sure that I got my bill paid on time so I paid my bill excluding $20.00. My thought process was that I would go by the bank an put 20.00 into by bill account and add that amount to the payment the following day. Well of course I forgot and got busy so I did not do that. weeks later I came home to no lights. I called and got the after hours answering service who then informed me that I was cut of for non payment. I then explained that I had paid and told him the date and amount of the payment from my bank statement. He then informed me that I was disconnected because I was $20.00 short on the payment. I told the guy that I had never heard of a company doing that before. He then told me that he had someone who only owed $5.00 and they were cut off. Well that 20.00 ended up costing me a whole lot more after re-connection fees and food replacement. I bought out of my contract and went with another provider after that.