Infinite Energy's Customer Reviews Summary
Infinite Energy Reviews
80 Reviews for Infinite Energy
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Recent Good Review from Patient and Competent
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I am new to reside in Texas and Ed with Infinity Energy made my experience and the signing up process very easy. He was helpful, patient, competent and kind. Thank you!
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I am new to reside in Texas and Ed with Infinity Energy made my experience and the signing up process very easy. He was helpful, patient, competent and kind. Thank you!
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So Far the costumer service has been amazing. Sarah was very helpful and explained everything very clearly and promptly. You can tell she has a ton of respect for their company and their clients.
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I called to inquire about what Infinite Energy offered and was pleasantly surprised at the reasonable rates but more specifically the young lady Suzanne at the Customer Experience Department. She was so helpful providing all the information I needed. I will be reviewing my annual kwh usage and then moving my service to Infinite Energy within the week. Thanks Suzanne for all your help!
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I had a great experience with Laura yesterday. She was able to get my services switched from my apartment to my new house with no troubles. She was very informative when going through my new plan, and let me know everything there was to know. She was very helpful throughout the whole process, and made it very very easy. This is the main reason that I continue my service with Infinite Energy, the customer service/process is simple, and not to mention they have GREAT rates!
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Read the info sheets carefully but the reps on the phone usually guide me to the plan I preselected or have insights to improve my bill. I've had 3 different plans with them and it's been great!
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Dustin was probably the best customer service agent I've spoken with in many years; friendly, efficient, and knowledgeable. What more can you ask. It's hard to rate "Billing" as I am a brand new customer, but the "Management" of my accounts online is very easy.
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Just renewed with Infinite Energy. Great Customer Service with Renesto and Alan - they are both AWESOME!. They both took time to find me the right plan for my usage. I love the fact that there are no hidden fees and the weekly reports are great help! I recommend to family and friends.
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Great service
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Good service online and on phone. Great plan for my usage. Energy Facts Label are clear. Sometimes people complain about electric company bec they didn't read the plan details & look at their usage pattern. Bill easy to read & on time. Good android app.
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These people have it together. They are quick to respond, confirm and assist. If there is a problem, you actually get to talk to a live person. I would highly recommend them.
Most Recent 4 Star Reviews
9 Customer Reviews Written Overall
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Pleasant experience
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I have had infinite for over a year and never had a problem with higher bills. They charge what they say that is in the contract, so the person from carrolton, tx who had a problem with high bills, you probably did not renew your contract. Month to month is going to be higher.

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This company seems, at least, to be honest, unlike most

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No problems, auto pay with credit card. They sent me a letter one month before cotract expiration explaining what to do next.

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Signed up with Infinite on a whim due to the increadibly low teaser rate. My contract expires at the end of this month so it is time to start the hunt for a new contract. I have found other providers out there with a lower rate than Infinite is now offering. Unless they are willing to match one of the other rates, I'll be changing providers. Not for the service I've recieived but just simply a decision made from my pocket book. Less money in the paycheck these days means I've got cut expenses somewhere. So here we go. I'll gladly stay with them if they give me a good rate. Keep your fingers crossed.

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Have had them since April, started with a 90 day bait and switch. I liked them so much I took a year contract plan. I wish they would post my bill online in my account. You have to wait for the printed bill to see what your kwh useage is for the month.

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Customer service was very nice to deal with. I had to delay my start date at the last minute and they took care of it nicely with a return phone call when it was all taken care of. I like them. I hope they keep their rates low so I can keep them. If you get a paper bill and pay by check, or if you get ebilling and pay online there is no service charge. It'll cost you 4.95 if you get a paper bill and pay electronically.

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Had them for a year with no complaints whatsoever!

Most Recent 3 Star Reviews
2 Customer Reviews Written Overall
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As I was approaching the end of the contract I had with Star-Tex Power (Constellation), I approached IE because they offered a fixed low price for a lengthy period of time. On or about August 9, 2018, I called to enroll with them and asked for a start date of August 24 so as not to incur any charges from exiting too soon from STP. I was assured that would be done. At 4:00 p.m. that afternoon I received an email from IE thanking me for choosing them and informing me that I was already enrolled. When I contacted IE again, they informed me that their system automatically selects "first available." When I informed them that I was explicitly told that my service with them would not begin until August 24 (which they confirmed from their own record of the conversation), they had to begin a rather convoluted process of switching me back to STP for approximately two weeks and then reestablishing my service with them. In my opinion, this was completely unnecessary and should have been handled in a more conscientious way.
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I am in Texas. I mailed my payment to them on the 6th along with 2 other bills from the same mailbox. The other 2 bills posted to my account on the 12th. I got a disconnect notice from infinite energy on the 18th. Customer service explained to me that billing was done in Texas and reported to them. He was not allowed to tell me if it was a contract service but he did tell me that they have had many other complaints. I set up auto pay so we will see how that goes.

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We didn't renew the contract as their prices were becoming higher and higher and we decided to move to another provider. After a month we received the bill-they charged us for the whole month when we used only 10 days. Called the customer service they say it is because of your plan usage from 0-1000 is charged fully. So let me understand this even if we used 0.005 we would be charged the whole amount. Havent seen this with any other company. It is not about the money but about the fact that big businesses become big by stealing from the nation. Not satisfied at all.

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When you first set up account, you are charged a $250 deposit. When they send you a bill, you have only 2 weeks to pay it. Sometimes, based on Reliant's billing to Infinite, you can get billed twice in one month. This can make things hard on a family's monthly budget. However, if you are even 1 day late on payment you get a bad mark on your record that is forwarded to the next company you want to move your service to. So, then you are required to pay another deposit with the new company. The kicker is, they are allowed to keep your remaining deposit for "4 to 6 weeks after your final bill is processed"! So the customer only gets 2 weeks but they can keep your money for 6 weeks, "after they process your final bill". NOT CUSTOMER CENTRIC!

For the deposit, we do wait to make sure an account is completely closed and billed before we issue a final refund, and that can take four to six weeks. That way, you can be sure there won't be any new charges that apply--the deposit is usually just applied to any final charges, so it could get confusing if we sent you a refund and then a bill.
As far as the late payment reporting, that doesn't sound like our process. If there's a particular instance you're concerned about, do you mind sending us your account information and the details so we can look into what happened there?
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I had just moved to Irving & was new to setting up energy service. I had opted for the Infinite Energy "3-month Smart Charge" Plan & it tuned out really bad. I had to move out of an apartment but was still to continue with infinite energy. I found out i was charged a "smart base charge" of $65 for just 2 days of service. And even when i changed/ renewed my plan, I was still charged "smart base charge" instead of being pro-rated.
I was with the company for more than 2 years but it was worst at the end. I had to switch, i couldn't take it
The customer service was good when contacted. but plans were not.

We do offer a wide range of rate plans for different usage patterns, so its possible your plan might not have been the best match for your usage, and there may be better options for you. However, with the plan you mention, we would usually pro-rate charges as you said-- Im not sure what happened there, so wed like to go back and review that for you.
Do you mind sending us your account details so we can look into this further?
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My boyfriend and I moved in with each other previously having had Reliant and Veteran Energy. I loved Reliant but was hoping to get a cheaper rate having had more information this time around. Last time I clicked on the first link that popped up. This time, I did research on power to choose. Infinite had cheaper prices than our previous companies and had fairly good reviews with no hidden fees. There were no problems until the bill came. Our bill was twice as high as our previous bills with other companies and we're keeping the blinds closed, the air above 80 consistently, unplugging misc items. After the first bill we decided to cut back our energy (specifically air) and the second bill WAS EVEN HIGHER?! How does that even happen? Our energy usage has consistently gone down per our weekly energy reports but our overall bill was higher, which makes absolutely no sense to me. Have no clue where the Delivery Charge comes from and why it's half the bill. Feel like they just pick a random number and charge it with no explanation. I feel like we're getting ripped off...it would probably be cheaper to pay the dumb early termination fee and switch to another company. We would probably even recoup our fee and save money over time because our bill is way too high. Feeling frustrated and cheated. Definitely won't be going with infinite again.
The only good thing is the weekly reports sent.....but that seems fake now.

Glad to hear you have been enjoying the weekly usage reports, and we hope to hear from you to see if we can make the service and plan more beneficial for you as well. If you want to send us a message or give us a call, we'd like to take a look with you.
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My boyfriend and I moved in with each other previously having had Reliant and Veteran Energy. I loved Reliant but was hoping to get a cheaper rate having had more information this time around. Last time I clicked on the first link that popped up. This time, I did research on power to choose. Infinite had cheaper prices than our previous companies and had fairly good reviews with no hidden fees. There were no problems until the bill came. Our bill was twice as high as our previous bills with other companies and we're keeping the blinds closed, the air above 80 consistently, unplugging misc items. After the first bill we decided to cut back our energy (specifically air) and the second bill WAS EVEN HIGHER?! How does that even happen? Our energy usage has consistently gone down per our weekly energy reports but our overall bill was higher, which makes absolutely no sense to me. Have no clue where the Delivery Charge comes from and why it's half the bill. Feel like they just pick a random number and charge it with no explanation. I feel like we're getting ripped off...it would probably be cheaper to pay the dumb early termination fee and switch to another company. We would probably even recoup our fee and save money over time because our bill is way too high. Feeling frustrated and cheated. Definitely won't be going with infinite again.
The only good thing is the weekly reports sent.....but that seems fake now.

Hi, Hillary, I know this is an old review, but we wanted to check in with you and see if we can't get this resolved. While there are some plans designed for higher-usage homes v. lower-usage homes, we'd want to take a look at your account to see just what's going on here. The delivery charges are the same no matter which supplier you have, so if you do have any feedback on how those are presented, we'd be glad to hear it--we don't set those ourselves but just pass them through without markup.
Glad to hear you have been enjoying the weekly usage reports, and we hope to hear from you to see if we can make the service and plan more beneficial for you as well. If you want to send us a message or give us a call, we'd like to take a look with you.
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My position is that Infinite manipulates the billing cycle (# of days) to maximize their profits since they wont provide me a listing of the billing cycle in advance. Infinite Energy claims they rely on Centerpoint Energy to determine the billing cycle and the corresponding start and end reading on the power meter. BUT, that is ridiculous since they have access to the information on my smart power meter. There is a website called "smart meter Texas" that will provide smart meter readings every 15 minutes and this information is available to Infinite Energy.
I selected a tiered plan with Infinite Energy that provides a $100 credit when consumption exceeds 1000kWh. So, my game plan was to monitor my power meter during the month and "adjust" my energy consumption to ensure I exceeded the 1000kWh threshold to get the $100 monthly credit. At least that was my expectation, but it appears that the monthly billing cycle will vary and the customer service supervisor claims they don't know the billing cycle as that is determined by the "energy provider" which in my case is Centerpoint Energy. Infinite energy claims that Centerpoint "reads" the meter monthly and transmits that info to Infinite and that Centerpoint determines the billing cycle. Well, I confirmed with Centerpoint that I have a smart meter and no one physically comes to my home to "read" a meter.
Well my bill stated that I used 992 kWh but the "Smart meter Texas" website stated in the same time period I exceeded 1000kWh. Those 8 kWh are the difference in my monthly bill being $121 instead of $21 hence you can see there is significant incentive for this company to try and manipulate customers billing cycles and/or withhold basic information such as the exact dates of the billing cycle.
So, I paid my last bill as I received the $100 credit and will plan to submit a complaint to PUCT and also change to another provider if Infinite wont correct my bill to reflect useable > 1000kWh for my last bill.
I will also seek clarification from PUCT regarding energy providers responsibility to provide customers a firm billing cycle schedule.

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I was a customer for 6 months, then wanted to renew for another 6 months. Sales rep told me it was impossible, that he could only do 3 month contracts, however he would contact me before end of 3 months to discuss a renew. That never happened and my price has nearly doubled. Upon calling them, the billing clerk said something would have been mailed and there was nothing she could do.
Some associate will probably reply saying "I'm sorry you had this experience, blah blah blah", but frankly I'm out $150 extra dollars for showing any customer loyalty to them.
Is that really the type of company you would want to do business with? I know I'll be avoiding them like the plague.

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I have been a customer of Infinite Energy for almost two years. I live with roommates and we split the bills. For the first year or so we didn't have a problem, but then the rates started shooting up to where we are paying an average of $.14/kwh which is ridiculous, so I called about a fixed rate. (Which is an ordeal in itself if you work 8 to 5 because they don't answer phones on nights or weekends.) We locked in a rate at .7/kwh which was wonderful. I was told over the phone that they would give me notice at the end of the contract. I was given no such notice. I found out that the fixed rate had ended by the $350 bill I received. I am moving in a month, and needless to say, Infinite Energy will NOT be coming with me.

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I had infinite energy for 6 months. I attempted to use their autopay system and was continually behind the payment schedule (at first it was blamed on a delay between when you set it up and when it goes through, later it was blamed on my card itself, which was fine.) They did remove late charges when asked, but when they cut my power off 2 weeks before a payment was due I decided I had had enough. I called them and told them to reconnect the power and then 5 minutes later decided to switch companies. When I called back, they said that the power had already been reconnected and to disconnect now would cost a total of $60. $20 for initial disconnect, $20 for reconnect, and $20 for final disconnect. I could not dispute this and will now be paying them $60 dollars. This company does not provide customer service after 5pm, has an awful autopay system, and will disconnect your power without notifying you (they said there was a notice sent via mail. I have not received it.) Major inconvenience. Great pricing though!

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Be warned. They have very aggressive bill collection policies. I got a collection notice 30 days after I terminated service. They didn't mail me a final bill or a warning, just a collection notice. There were several other incidents but I don't have time to explain in detail. Just be careful, for an extra $0.005 I will go with someone that doesn't harass me with threatening letters before my payments are even due.

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I sign up with them an they never switched my lights . Got my money an now I cant contact them .
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I am having a hard time reconciling the information communicated/pitched to me when I purchased my solar panels. I originally was paying a bill of $86 a month before making this purchase. 5 months later I am now averaging a total $130 a month and this is expected to go up 2.9% every year.
I also discovered that the solar panels installed (4.9) have a max capacity of 750kw on average (can someone confirm the max capacity of these as I had to google to get this information?) and they are currently only producing an average of 332 kwh. My average usage at the time (sept and oct) was around 876kw. I was pitched on the idea that my solar panels should have capacity to support my daily usage and will more than likely produce more to the point where I will get money back as the electricity companies will buy the power from me. Making this a win win offer in addition to environmental pros.
I am now discovering that all of this was grossly incorrect and almost impossible at the current rates. Per the contract I was estimated to produce 7500kw in the first year. The solar panels installed are currently missing the mark by 47% and I am paying (literally) for it. It my understanding that if i'm expected to produce less than 10% of the amount estimated that is something that should have been communicated to me.
During the initial pitch, I was communicated the following:
Oncor charges will be gone after the first 3 months of operation (the primary point of the pitch was that my costs would be greatly reduced once the oncor charges were removed).
I will only have 2 bills for the first 3 months of operations and then it will go back to one with my solar panels in operation.
I can cancel at anytime.
Reduction in cost benefits for me and my family.
I can have the panels removed.
If I move, I will not have to pay for the costs of moving the solar panels.
Now it is my understanding that none of this was true.
I spoke on the phone with Luis A (3769) from Sunnova and he was unable to communicate anything of value to me in terms of rectifying this issue. He did state, however, that my bills (which only had a couple months of data at that point and for some reason was understated on my bill), would be utilized and that is how my solar panels would be picked (to cover the amount of usage I typically use). I trusted the competency of the solar experts from both Sunnova and Infinity Energy to make that assessment. As noted above, the current ones installed don't have the capacity to do that (mathematically impossible) negating the whole premise of what was pitched/communicated to me.
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Summer months so it drives up your bill significantly!
I recalled to renew my contract with them under the impression I was going with a new plan. (5.8c per kwh flat) I had called customer service to ask if it was 5.8 cents per flat and they had a ROUNDABOUT WAY OF ANSWERING. I literally asked Is this 5.8 cents per kwh no matter how much before I got cut off with her answering Yes, so this is going to be the same plan as you currently have just locked in at a cheaper rate for 4 years. Notice how the customer service said yes to my question but then switched to saying it was my same plan! TLDR; They still are charging 20 cents per KWH after 1000.
Talking to their customer service is even worse than dealing with their horrible rates. I literally would have been satisfied with continuing my contract as is if they had helped alleviate my bill for ONE MONTH (out of a 48 month contract) but it was so hard talking to them. Please dont sign up with them!
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They are the best when you are a new customer at their low rate but once you sign a contract (because you want to be loyal) it's over! They will increase your usage and you can't figure out why. You get your crazy high bill; yet, you can't see the invoice detail. You are still baffled and confused, so you start doing dishes by hand, not using your dryer, cutting the wash down and turning off the AC. I never use light but I started leaving the couple lamps off. Turning tv's off and unplugging anything that might be adding this unusual increase in usage.
You call, they always blame the AC and summer yet I am consistent from year to year and month to month. One person with same habits.
One bedroom 900 as ft apt and my bill usage was 1600 kilowatts. The highest it's ever been was one summer when my dog was dying and I was doing her bedding a lot so it was 1400 klw.
When I first moved in and I had to wash all my linens, blankets and clothes it wasn't 1600 klw. it was 1275klw in June in Texas same month as now and it's all the sudden 1600 klw.
I bragged to everyone and I'm in real estate. I will now make sure to tell everyone NO now.
They want me to pay $200ish to terminate and $200ish for the ring doorbell I could easily return as it's still in the box.
I loathe these people for lying. I asked her how much my biggest bill would be at my highest usage at the new rate she said; it shouldn't be more then $125ish my bill is over $165. I'm cancelling services because I don't trust them and I don't want to think about them ripping me off every month. I'll take the hit before I let them rip me off every month with lies about my usage!
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I did purchase their tricky plan last year and end up paying around $500 per month for my 2 bedroom apartment. Tried to cancel or change the plan and find out it is better to keep the plan since cancellation fee and other things are too high. Customer service is unhelpful, instead of finding the solution, they will try to explain the plan everytime. Worst company. You can not find their google review since google hides it for advertising google product on infiniteenergy.com website. WORST...
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Watch out! They steal your money! I terminated my contract with them in July and they were not able to repay my deposit since then. It is now mid November.
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I was their customer for more than a year and at their solicitation I re-upped for a better rate contract which they never recordsd. They continued to charge me at the maximum rate - since I pay my bills months in advance due to travel - I didnt realize I was paying 30% premium. I called them and they still didnt fix it. So I changed providers. Suddenly they decided I owed a final bill of 260+ dollars. So I paid it just to be done. Now I have another email - saying I owe another final amount claiming I only made a partial payment. However I paid exactly what they said I owed. And now they want more. They will take advantage of any customer in any way they can.
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The company rips off consumers by tripling their charges without any notice about their charges. I highly recommend NOT to deal with this company or get any services from them.
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Plan expired in July 2018. Selected new proffered plan with "9.2 kWh" for a 12 month term...Lo and behold when we got first bill turns out the rate was for "1000 kWh"...After that costs skyrocketed doubling bill (from $360/month to almost $800 for same number of kWh). Not acceptable. We are heading for a showdown somewhere, PUC maybe? We shall see

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I was a customer for 5 minutes. No mention of a $250 deposit was made until after I enrolled in one of their plans. They refused to waive the deposit, despite my 750+ credit score with a $70k/yr income. This was for a $48/month electric plan for a small single-person 1,300 sq. home with no mortgage. Absolutely ridiculous. Their customer service reps had no desire to work with me at all, having a "take it or leave it" attitude when I called to either waive the deposit or pay the plan in advance. Thankfully, there is competition out there for utility service, and I did "leave it."

All the reviews are right until your contract is up. Then the fees and rates cause your normal bill to go to 3-4 times the amount. They dont offer decent or low rates for existing customers. The power to chose website is useful and there are other viable options out there.
From your message, it sounds as though your account may have rolled onto a variable rate when your contract ended. We often have more competitive options available for you to choose, however. Thanks for your review, and give us a call if you'd like to learn about more pricing options.