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About Express Energy

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Texas Electricity Ratings Score:


( 1.1 / 5 )
Our rating criteria
All Providers Ranked From High To Low

Rating Summary:

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

Legend:

- Among the Best
- Better than Most
- About Average
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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

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

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.


Express Energy Customer Engagement

7   Reviews

  Replies

Response Rate:
0.00 %




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



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7 Reviews and Replies for Express Energy


WORST COMPANY OF ALL TIME
(1 / 5)

  Wish I could give 0 stars. Not just the worst energy company of all time - the worst company in general of all time.

We set up auto draft when we signed up with this company and every month we get a notice saying the bill is not paid. We call and pay over the phone with the exact same credit card and have them update their system and yet the same thing happens every month (and has been for 10 months now).

We have no way to log into our account online and they will not help us reset our password.

Today we came home to our electricity turned off, we called and the system said we owed $0.00 by tomorrow. They claimed to have sent the turn off power notice before we paid our bill and then sent a retraction notice right after but would not provide us with any evidence or confirmation. The customer service representative was very rude, unhelpful, and had no knowledge on how to help us. They say our power "might" turn back on within 2-3 hours.

We will be contacting a lawyer to see about getting out of our contract with this awful company.

SAVE YOURSELF FROM THE WORST MISTAKE OF YOUR LIFE - CHOOSE A DIFFERENT ENERGY COMPANY.

BP from Dallas
May 8th, 2018

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Beware
(1 / 5)

  This is the worst company ever. They are charging me for TWO different units at the same time. Every time you call, you are on hold for at least 10 minutes and then they typically hang up. When you do speak with someone, they only speak Spanish, or very poor English and are unable to help. I have emailed multiple times, I only receive automated replies. They charged me $295 for the wrong account, still haven't received a refund, and I'm still being charged for two accounts. Choose ANY other company.

BEWARE from Houston
May 3rd, 2018

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poor phone support
(3.2 / 5)

  I've been using Express Energy for nearly a year now. Only time I've had to talk to them in the past was when I set the account up, and that went flawlessly. However, I now have a question about my current bill (no bill this month and no new charges posted online). So I called...many times over the last few business days. I can't get anyone to answer the phone. M-F, 9a-6p are their advertised hours. I get into their IVR, wait on hold for about 7 1/2 minutes, and then my call is dropped. This has happened every time I've called them. I'm about to decide that, yes, they have a customer support line. They just don't staff it.

Dave from Fort Worth
April 30th, 2018

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Liars
(1 / 5)

  They told me their website was down but my online account and password was already setup...complete lie; I had to call three times to set it up
They told me I could monitor my usage via smartmetertexas...complete lie

I am new to Texas, will dump these sleazebages as soon as my 12 month contract is up

AD from Houston
April 22nd, 2018

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DONT GO OVER 1000KW
(1 / 5)

  Be sure you read the fine print on this. If you go over the 1000kw they will charge you $87.00 than on top of that they we charge you per KW for me it 11.9 for every kw over that. I have a very small house and the $300.00 bill I received was a shock, I have owned this home for 4 years and the most I ever paid was 187.00 Due to Christmas lights. I have ran a pool pump and even with that never saw a $300.00 bill. Please read all the fine print, they will trap you. Don't bother calling you cannot reach anyone in CS. I am now in the process of looking for another company.

Mad Customer from Spring
February 2nd, 2018

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Lies
(1.8 / 5)

  Customer rep on the phone told me directly that they had smart meter texas access (way to monitor electricity usage), complete lie. They never registered with them, so the customer is not able to use. He also told me that at the end of my contract I was able to get the exact same plan again, that is was not only for new customers. Also a complete lie, the only plans they provided with me afterwards were for HUGE rate increases. Website functionality is pretty lousy, often gives me errors and the usage section of the website is very inaccurate - have to go to each individual bill to see the actual usage. Very lousy company, much much better ones available.

Scott from Houston
December 19th, 2017

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Perfect for me
(5 / 5)

  Simple and easy is the way to go with the upfront, clear, and awesome rates. I have payed 37 bucks for each of the past two months, the month before them was a hot July. So yeah, this Express Energy is for real, I like saving money and I never use these companies for anything other than paying my electric bill.

Mike from Round Rock
October 10th, 2017

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Updated: 05-17-2018
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