Express Energy Company Reviews
We've been collecting customer reviews for Express Energy so you can get the inside scoop on what it's like to be a customer.
Compare Express Energy Energy Plans
Featured Review for Express Energy
Perfect for me
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.
Electricity Plans for Express Energy
Houston - Centerpoint Service Area Plans
| Plan | Term | Rate |
|---|---|---|
| Flash 12 | 12/months | 10.6¢/kWh |
| Flash 24 | 24/months | 10.7¢/kWh |
| Power Flash 12 | 12/months | 18.6¢/kWh |
| Power Flash 24 | 24/months | 18.6¢/kWh |
Dallas - Oncor Service Area Plans
| Plan | Term | Rate |
|---|---|---|
| Flash 12 | 12/months | 10.9¢/kWh |
| Flash 24 | 24/months | 11.0¢/kWh |
| Power Flash 12 | 12/months | 19.1¢/kWh |
| Power Flash 24 | 24/months | 19.1¢/kWh |
Lubbock - LPL Service Area Plans
Express Energy Rating and Review Summary
There are 36 total reviews for Express Energy, with an average rating of 1.6/5.
| Company | Stars | Rating | Reviews |
|---|---|---|---|
| Express Energy | 1.6/5 | 36 |
| Star Rating | Ratings and Link |
|---|---|
| 1 5 star reviews | |
| 2 4 star reviews | |
| 2 3 star reviews | |
| 2 2 star reviews | |
| 29 1 star reviews |
| Category | Stars |
|---|---|
| Plans & Pricing |
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| Order Experience |
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| Customer Service |
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| Account Management |
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| Likely to Recommend |
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Recent 5 Star Reviews
Perfect for me
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.
Recent 4 Star Reviews
Actually Not That Bad
To preface, all electric companies you'll work with in Houston are terrible. They will squeeze as much money out of you as possible and use very tricky tactics to run up your bill and bait and switch you into a bad deal. That said, Express was actually not that bad compared to others. They had very transparent pricing, they did warn me when my plan was up for renewal, and worked with me to get the best deal at renewal time. After moving out of state, the termination procedure was also uneventful, without complications or hidden fees. The only rocky part was in the beginning when they charged me a full month for like four days. Per the contract, they could technically do this, but I had specifically discussed this with a representative beforehand who told me that wouldn't happen. After much complaining, they did end up prorating the bill, probably because I had recorded the conversation with that representative, so they had to honor it. But other than that, a fairly pleasant experience. Your cost will go up after the intro period, but that's typical for any electric company, so just shop around and if you find something better, Express may match it without having to switch companies and deal with another sketchy provider. Customer service people were generally quite helpful.
Good Experience
Have been satisfied with all aspects of their plans and service. Would recommend them.
Recent 3 Star Reviews
First tier of customer support frustratingly unhelpful
Once I got to the second tier of support (the one that resides here in the USA) I was able to get the issues taken care of
Poor phone support
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.
Recent 2 Star Reviews
Horrible
They over charged and would only allow us to pay our account through auto draft. I get paid bi-weekly and it never fell on a pay week and wouldn't allow us to change to draft date.
Shorten my Deposit Check
I called and they had every excuse in the book pertaining why I didn't receive my $245 deposit and plus interest...They didn't even know what I was talking about when I questioned about plus interest for staying full 12 months.
Recent 1 Star Reviews
Shady practices and terrible customer service
No issues for the first year, then they strong armed me into renewing into a two-year contract by doubling the rate per kWH for a one-year contract (the two-year rate was only 150% the starter rate...) Then over a one-year period, I failed to meet the 1,000 kWH usage threshold when they inexplicably read my meter a day early (29 day cycle, when I would have met the usage threshold at 30 days). When I called to ask for a credit for the missed incentive they said they were unable to help because they are not responsible for reading the meter. Worth it for me to pay the early termination fee to get out of the contract with these shady crooks.
Do not pick Express Energy
I had express energy for a couple of years, it came time to renew I decided to renew with them worst mistake I have ever made. The ONLY way you can communicate with them is thru a call center in India and I know this because I have had to call numerous times, my new plan was entered incorrectly, I have made numerous phone calls to get this corrected. They had to issue me a credit, had to request to speak to a supervisor who was of course not available and they had to request for one to call me back within 48 hours. After speaking with supervisor the next email I received from them the plan was still wrong, I had to request another call from a supervisor. Now I just got my new bill for this month and the amount that was credited my account for the last month has been added to this months bill as a balance forward that I did not pay. So now calling customer service again and I am on never-ending hold. Do yourself a favor and pick another company. If I could give no stars I would
Taking People money
Since dealing with this place I have been paying high light bills in a two-bedroom apartment they don't work with you in no kind of way, and then when you call you have someone that don"t speak clear English I have filed a report with the better business and now I will be sending the bill to the Governor of Texas. I put a star there so I could send my review
BAD ENERGY!!!!!
Stay FAR AWAY from this outfit!!! They tantalize you in becoming a customer with low introductory rates. But the only thing you can count on is horrible service. Experience outages very frequently.for seemingly no reason. Not because of storms or anything. Alsodont miss a payment!!!! They are quick to shut off your power! We had them set on AUTOPAY. Just so happened that our debit card expired. They shut our power off.not even 1 MONTH LATE!!! Didnt give me or my wife even a phone call!!! So we had to re-establish service! But wait.it gets even better!!! They increased our $ per kWh without telling us!!! I found out about it when I received a $900 freaking billfor 1 MONTH!!!!! No adjustment and wouldnt even allow for splitting the payment. Needed to be paid in full or guess what.yep disconnect service!!!!! Every representative my wife spoke to said something different. Everything about these guys is BAD ENERGY!!!!!
Express energy are liars and crooks
This company is very unethical and really screwed me over when I moved. I follows their policies and procedures and sent them the move address to my new home so I could not get charged for leaving early, thats what they request. They never founded my after they said they would on email, they basically lied to me several times. I will be reporting the. To the Texas Utilities Commission who regulates electric companies.
Predatory, borderline criminal company!
Flash 12 plan only credits $100 monthly bill credit if 1,000 kwH usage is reached. When my second months bill was double the price of 1st month, I immediately cancelled. $206 Early Termination Fee assessed to my bill. What a freakin joke. Are you kidding me!? Switched to Reliant energy, same usage this month, bill less than half the price or Express. Honestly these people are equivalent to snake oil salesman from the turn of the century. Will step over your dead body in an effort to north get their shoes dirty. Electricity providers are now the modern days scum to our society. USE ANY OTHER COMPANY OTHER THAN EXPRESS ENERGY, YOU CAN THANK ME LATER!
Express Energy Sucks!!!
This company is a joke! Do not do business with them! They cut power randomly to conserve energy and then they turn off their customer service phone number for 24 hours to avoid having to take calls from their rightfully so upset customers. I have a $0 balance due, have had no power for 24 hours and their phone is off and the only thing you can do is pay your Bill over the phone. Keep in mind, its currently 19 degrees here too. Con artists who dont care about your family and will play with your comfort and lovely hood even with a ZERO balance or bill due! Also when half of Austin is out of power, its all Express Energy customers who lost power. Everyone else I know with a 1st party provider has their power on right now. This pathetic excuse for a company has had me in the dark for 24 hours with no one picking up their phone and in below freezing weather.
Horrible dont do it
The customer service is horrible. The male to begin with had a accent and made it hard for me to understand and having to explain myself while being ignored and him talking over me just aggravated the situation. They credited the wrong account and the customer service man insistently stated that I gave the payment wrong. How could I, its just one account I have and the account info was correct, they credited the wrong account and didnt want to reverse the transaction!!!!
Charged me a full month for 3 days
I was not allowed to change my company until the 3rd of august without paying a fee. The Billing day was up July 31st and then I was switched to my new company. My bill was over $400 because they charged me a full month for the 3 days. They also didn't send me a notice or a bill like they always do by email, they just deducted it automatically from my card. They do this because they know you will not let the false charge go through. I emailed them and they refused refund because my contract states any usage from 1-1000 kw will be charged. So I asked them if they felt OK charging a full month for 3 days of usage and they stated again about the contract, no regrets on their side. They have no problem because they have your credit card. You are also not allowed to remove your credit card from your account so they will always have access to that card until the credit card expires. I am tempted to go ahead and call my bank and have them flagged because I really feel like they are going to keep charging my card, why else would they not let you remove it after you are no longer a customer. This is one of the worst electric companies I have ever seen.
If I could give them a zero I would!!!
Horrible customer service and billing!!! Because of a glitch in THEIR SYSTEM they ended up charging me several times but it appears in their system i wasn't charged. After getting on the phone with them for WEEKS and providing bank statements and calling the bank several times, THEY CUT OFF MY ELECTRICITY!!!!
of course since it was 100 degrees out and in the middle of a work day and I tried to get in touch with them for 2 hours I ended up switching to another provider. And now they're charging 400 dollars for a termination fee! I wouldn't have to if you didn't CUT OFF MY POWER!!! but of course since their customer service is quite inexperienced and they aren't trained so its like talking to a brick wall.
DO NOT USE THIS HORRIBLE COMPANY
Beware of these guys
Pay extra attention to your bill, especially the advertised Oncor Delivery Charge that's shown.I noticed that they increased mine to a different rate in my bill than what was originally advertised on the EFL label.
Hard to sign up
I tried to sign up on line, and after completing all forms and information, they made me call customer service. After 45 minutes on the phone, I thought all was good. 3 days after my service they called and said they needed my credit card information (which I already had given) to start service. Very shady.
Shady company do not use!!!
Had a flat rate itroductory plan that looks great on paper cant complain about it but they set up my billing cycle so that the plan expired 3 days after my final full month billng cycle so that they could collect a whole months payment for 3 days of service even if i had stayed with them and renew on one of their high dollar plans... and will not budge on the payment.
Please Dont Choose
The is low first time continues to go up. I paid $200 the next electric cut off no warning during the pandemic charged me 480 to turn back on. Lie you ask for a manager its the same person thats CS REP, crooked
Horribly expensive. Worth paying to get away
I was shocked at my first bill. The fees, alone, were more than I'd been paying for an entire bill with previous companies. Try MP2 Energy! I did, and I'm very pleased!
Very poor customer experience.
I was switched back to express after two months under a new provider without my consent. By the time I figure it out express had withdrawn over $1k from my bank account nothing like paying twice for the same energy. Ive call and tried to work out a plan with express as their rate was almost twice as high the plan I actually signed up for. Instead of working with me they just sent me to collections. What I really hatted was their customer service saying over and over I understand how you feel. Really you understand how it feels to be charged twice as much for something than what you agree to and anyone you talk to cant help you or give you any information on how work out a solution. I really dont understand how this company feels about the way they treat customers and stay in business.
Horrible Customer Service
Horrible customer service. They make you sign up for competitive rate but they mess up service starting date, and in the end of contract as a last bill, they will charge you a lot extra. I called customer service several times, they don't correct the amount. When they say they'll call back, they never will. Stay away from Express Energy.
Absolutely the worst
Forced auto-pay, website doesn't take payments half the time, customer service doesn't speak English, penalty for leaving before the contract is up! HAHA i wonder why?!?! .... Seriously ridiculous. We have 2 houses/accounts with them and I am switching and paying the fee to leave.
Billing/customer service - do not value customers
Almost all business provide a one time exception to remove a late fee, this company does not and is not willing whatsoever be understanding. Doesn't matter if things have been strenuous at home, work, and I get blown up with thousands of e-mails so some could fall through the cracks - there's no exception for them. Not even just one time. It's unbelievable that a company would not remove a late fee to save a customer and it's reputation. I would NOT recommend this company to anyone and would strongly encourage people to stay away if customer service is important.
Don't walk run. Bait and switch
Signed up for as a new customer and my plan wasn't what I signed up for. It had been changed to a higher rate plan that I would never have selected as I am an Energy Engineer. I canceled immediately and was assessed a $220 termination fee on top of being cheated in the 1st place. Bait and switch, reporting to state AG.
Worst company ever
I can never get anyone on the phone.
On hold for at least 20 min at a time and when they do answer,they hang up!
My powers been off and could get any help even though the bill was paid!
And now I cant even get any one on the phone to transfer or stop service due to myself moving !
Terrible company, steals your money even after cancelling
Maybe power companies are doing bad, but this one was terrible. Theres no way to cancel from their website and emails take days for them to reply to. If youre a busy person that just wants a good reliable company, go elsewhere. These guys will nickel and dime you and will conveniently forget that you already cancelled while continually charging you until you cancel your card and do a chargeback.
Terrible customer service
Set up initial auto pay (required) and they said bank rejected it, giving no other information, charging fee after fee. Bank says account number is correct. The return check fees don't even show on the bills so there is no way to pay online. And every-time I call to ask? $4.95 additional fee according to terms of service. Its a never ending cycle and the customer service agents have no information or authority. They won't even let me talk to the billing department!! "They don't take calls" I wonder if they take letters from attorneys? What a scam.
The Charge Large Fees Besides Usage
Signed up because they were offering $.099 per 2000kwh. Well they charged me $.099 for 1484 kwh I used, plus $38 for using at least 1 kwh, plus $61 for using more than 1000, plus taxes for a total of more than $250. This is the worst charging method I have ever experienced with any electric company. I will pay my cancellation fee of about $240 and bid this poor excuse of a company good bye!
WORST COMPANY OF ALL TIME
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.
Beware
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.
Liars
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
DONT GO OVER 1000KW
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.
Lies
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.
All Reviews By Date
Shady practices and terrible customer service
No issues for the first year, then they strong armed me into renewing into a two-year contract by doubling the rate per kWH for a one-year contract (the two-year rate was only 150% the starter rate...) Then over a one-year period, I failed to meet the 1,000 kWH usage threshold when they inexplicably read my meter a day early (29 day cycle, when I would have met the usage threshold at 30 days). When I called to ask for a credit for the missed incentive they said they were unable to help because they are not responsible for reading the meter. Worth it for me to pay the early termination fee to get out of the contract with these shady crooks.
Do not pick Express Energy
I had express energy for a couple of years, it came time to renew I decided to renew with them worst mistake I have ever made. The ONLY way you can communicate with them is thru a call center in India and I know this because I have had to call numerous times, my new plan was entered incorrectly, I have made numerous phone calls to get this corrected. They had to issue me a credit, had to request to speak to a supervisor who was of course not available and they had to request for one to call me back within 48 hours. After speaking with supervisor the next email I received from them the plan was still wrong, I had to request another call from a supervisor. Now I just got my new bill for this month and the amount that was credited my account for the last month has been added to this months bill as a balance forward that I did not pay. So now calling customer service again and I am on never-ending hold. Do yourself a favor and pick another company. If I could give no stars I would
Taking People money
Since dealing with this place I have been paying high light bills in a two-bedroom apartment they don't work with you in no kind of way, and then when you call you have someone that don"t speak clear English I have filed a report with the better business and now I will be sending the bill to the Governor of Texas. I put a star there so I could send my review
BAD ENERGY!!!!!
Stay FAR AWAY from this outfit!!! They tantalize you in becoming a customer with low introductory rates. But the only thing you can count on is horrible service. Experience outages very frequently.for seemingly no reason. Not because of storms or anything. Alsodont miss a payment!!!! They are quick to shut off your power! We had them set on AUTOPAY. Just so happened that our debit card expired. They shut our power off.not even 1 MONTH LATE!!! Didnt give me or my wife even a phone call!!! So we had to re-establish service! But wait.it gets even better!!! They increased our $ per kWh without telling us!!! I found out about it when I received a $900 freaking billfor 1 MONTH!!!!! No adjustment and wouldnt even allow for splitting the payment. Needed to be paid in full or guess what.yep disconnect service!!!!! Every representative my wife spoke to said something different. Everything about these guys is BAD ENERGY!!!!!
Repairing the poles, wires, and meters when there is an outage falls to the utility companies like Oncor and Centerpoint. Express Energy, and all retailers for that matter, cannot perform these repairs.
— Vernon Trollinger on January 24th, 2024
Express energy are liars and crooks
This company is very unethical and really screwed me over when I moved. I follows their policies and procedures and sent them the move address to my new home so I could not get charged for leaving early, thats what they request. They never founded my after they said they would on email, they basically lied to me several times. I will be reporting the. To the Texas Utilities Commission who regulates electric companies.
Predatory, borderline criminal company!
Flash 12 plan only credits $100 monthly bill credit if 1,000 kwH usage is reached. When my second months bill was double the price of 1st month, I immediately cancelled. $206 Early Termination Fee assessed to my bill. What a freakin joke. Are you kidding me!? Switched to Reliant energy, same usage this month, bill less than half the price or Express. Honestly these people are equivalent to snake oil salesman from the turn of the century. Will step over your dead body in an effort to north get their shoes dirty. Electricity providers are now the modern days scum to our society. USE ANY OTHER COMPANY OTHER THAN EXPRESS ENERGY, YOU CAN THANK ME LATER!
Express Energy Sucks!!!
This company is a joke! Do not do business with them! They cut power randomly to conserve energy and then they turn off their customer service phone number for 24 hours to avoid having to take calls from their rightfully so upset customers. I have a $0 balance due, have had no power for 24 hours and their phone is off and the only thing you can do is pay your Bill over the phone. Keep in mind, its currently 19 degrees here too. Con artists who dont care about your family and will play with your comfort and lovely hood even with a ZERO balance or bill due! Also when half of Austin is out of power, its all Express Energy customers who lost power. Everyone else I know with a 1st party provider has their power on right now. This pathetic excuse for a company has had me in the dark for 24 hours with no one picking up their phone and in below freezing weather.
Horrible dont do it
The customer service is horrible. The male to begin with had a accent and made it hard for me to understand and having to explain myself while being ignored and him talking over me just aggravated the situation. They credited the wrong account and the customer service man insistently stated that I gave the payment wrong. How could I, its just one account I have and the account info was correct, they credited the wrong account and didnt want to reverse the transaction!!!!
Actually Not That Bad
To preface, all electric companies you'll work with in Houston are terrible. They will squeeze as much money out of you as possible and use very tricky tactics to run up your bill and bait and switch you into a bad deal. That said, Express was actually not that bad compared to others. They had very transparent pricing, they did warn me when my plan was up for renewal, and worked with me to get the best deal at renewal time. After moving out of state, the termination procedure was also uneventful, without complications or hidden fees. The only rocky part was in the beginning when they charged me a full month for like four days. Per the contract, they could technically do this, but I had specifically discussed this with a representative beforehand who told me that wouldn't happen. After much complaining, they did end up prorating the bill, probably because I had recorded the conversation with that representative, so they had to honor it. But other than that, a fairly pleasant experience. Your cost will go up after the intro period, but that's typical for any electric company, so just shop around and if you find something better, Express may match it without having to switch companies and deal with another sketchy provider. Customer service people were generally quite helpful.
Charged me a full month for 3 days
I was not allowed to change my company until the 3rd of august without paying a fee. The Billing day was up July 31st and then I was switched to my new company. My bill was over $400 because they charged me a full month for the 3 days. They also didn't send me a notice or a bill like they always do by email, they just deducted it automatically from my card. They do this because they know you will not let the false charge go through. I emailed them and they refused refund because my contract states any usage from 1-1000 kw will be charged. So I asked them if they felt OK charging a full month for 3 days of usage and they stated again about the contract, no regrets on their side. They have no problem because they have your credit card. You are also not allowed to remove your credit card from your account so they will always have access to that card until the credit card expires. I am tempted to go ahead and call my bank and have them flagged because I really feel like they are going to keep charging my card, why else would they not let you remove it after you are no longer a customer. This is one of the worst electric companies I have ever seen.
If I could give them a zero I would!!!
Horrible customer service and billing!!! Because of a glitch in THEIR SYSTEM they ended up charging me several times but it appears in their system i wasn't charged. After getting on the phone with them for WEEKS and providing bank statements and calling the bank several times, THEY CUT OFF MY ELECTRICITY!!!!
of course since it was 100 degrees out and in the middle of a work day and I tried to get in touch with them for 2 hours I ended up switching to another provider. And now they're charging 400 dollars for a termination fee! I wouldn't have to if you didn't CUT OFF MY POWER!!! but of course since their customer service is quite inexperienced and they aren't trained so its like talking to a brick wall.
DO NOT USE THIS HORRIBLE COMPANY
Good Experience
Have been satisfied with all aspects of their plans and service. Would recommend them.
Beware of these guys
Pay extra attention to your bill, especially the advertised Oncor Delivery Charge that's shown.I noticed that they increased mine to a different rate in my bill than what was originally advertised on the EFL label.
Hard to sign up
I tried to sign up on line, and after completing all forms and information, they made me call customer service. After 45 minutes on the phone, I thought all was good. 3 days after my service they called and said they needed my credit card information (which I already had given) to start service. Very shady.
Shady company do not use!!!
Had a flat rate itroductory plan that looks great on paper cant complain about it but they set up my billing cycle so that the plan expired 3 days after my final full month billng cycle so that they could collect a whole months payment for 3 days of service even if i had stayed with them and renew on one of their high dollar plans... and will not budge on the payment.
Horrible
They over charged and would only allow us to pay our account through auto draft. I get paid bi-weekly and it never fell on a pay week and wouldn't allow us to change to draft date.
Please Dont Choose
The is low first time continues to go up. I paid $200 the next electric cut off no warning during the pandemic charged me 480 to turn back on. Lie you ask for a manager its the same person thats CS REP, crooked
Horribly expensive. Worth paying to get away
I was shocked at my first bill. The fees, alone, were more than I'd been paying for an entire bill with previous companies. Try MP2 Energy! I did, and I'm very pleased!
Very poor customer experience.
I was switched back to express after two months under a new provider without my consent. By the time I figure it out express had withdrawn over $1k from my bank account nothing like paying twice for the same energy. Ive call and tried to work out a plan with express as their rate was almost twice as high the plan I actually signed up for. Instead of working with me they just sent me to collections. What I really hatted was their customer service saying over and over I understand how you feel. Really you understand how it feels to be charged twice as much for something than what you agree to and anyone you talk to cant help you or give you any information on how work out a solution. I really dont understand how this company feels about the way they treat customers and stay in business.
Horrible Customer Service
Horrible customer service. They make you sign up for competitive rate but they mess up service starting date, and in the end of contract as a last bill, they will charge you a lot extra. I called customer service several times, they don't correct the amount. When they say they'll call back, they never will. Stay away from Express Energy.
Absolutely the worst
Forced auto-pay, website doesn't take payments half the time, customer service doesn't speak English, penalty for leaving before the contract is up! HAHA i wonder why?!?! .... Seriously ridiculous. We have 2 houses/accounts with them and I am switching and paying the fee to leave.
Billing/customer service - do not value customers
Almost all business provide a one time exception to remove a late fee, this company does not and is not willing whatsoever be understanding. Doesn't matter if things have been strenuous at home, work, and I get blown up with thousands of e-mails so some could fall through the cracks - there's no exception for them. Not even just one time. It's unbelievable that a company would not remove a late fee to save a customer and it's reputation. I would NOT recommend this company to anyone and would strongly encourage people to stay away if customer service is important.
Don't walk run. Bait and switch
Signed up for as a new customer and my plan wasn't what I signed up for. It had been changed to a higher rate plan that I would never have selected as I am an Energy Engineer. I canceled immediately and was assessed a $220 termination fee on top of being cheated in the 1st place. Bait and switch, reporting to state AG.
Worst company ever
I can never get anyone on the phone.
On hold for at least 20 min at a time and when they do answer,they hang up!
My powers been off and could get any help even though the bill was paid!
And now I cant even get any one on the phone to transfer or stop service due to myself moving !
Terrible company, steals your money even after cancelling
Maybe power companies are doing bad, but this one was terrible. Theres no way to cancel from their website and emails take days for them to reply to. If youre a busy person that just wants a good reliable company, go elsewhere. These guys will nickel and dime you and will conveniently forget that you already cancelled while continually charging you until you cancel your card and do a chargeback.
First tier of customer support frustratingly unhelpful
Once I got to the second tier of support (the one that resides here in the USA) I was able to get the issues taken care of
Shorten my Deposit Check
I called and they had every excuse in the book pertaining why I didn't receive my $245 deposit and plus interest...They didn't even know what I was talking about when I questioned about plus interest for staying full 12 months.
Terrible customer service
Set up initial auto pay (required) and they said bank rejected it, giving no other information, charging fee after fee. Bank says account number is correct. The return check fees don't even show on the bills so there is no way to pay online. And every-time I call to ask? $4.95 additional fee according to terms of service. Its a never ending cycle and the customer service agents have no information or authority. They won't even let me talk to the billing department!! "They don't take calls" I wonder if they take letters from attorneys? What a scam.
The Charge Large Fees Besides Usage
Signed up because they were offering $.099 per 2000kwh. Well they charged me $.099 for 1484 kwh I used, plus $38 for using at least 1 kwh, plus $61 for using more than 1000, plus taxes for a total of more than $250. This is the worst charging method I have ever experienced with any electric company. I will pay my cancellation fee of about $240 and bid this poor excuse of a company good bye!
WORST COMPANY OF ALL TIME
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.
Beware
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.
Poor phone support
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.
Liars
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
DONT GO OVER 1000KW
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.
Lies
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.
Perfect for me
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.
Repairing the poles, wires, and meters when there is an outage falls to the utility companies like Oncor and Centerpoint. Express Energy, and all retailers for that matter, cannot perform these repairs.
— Vernon Trollinger on January 24th, 2024