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|- Among the Best|
|- Better than Most|
|- About Average|
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“ Save yourself the grief. No customer service skills and bs charges. Do your research first this company has a F with the BBB and all bad reviews. ”
“ The very first bill we received has a problem, I have called several times and still can't get a call back from the " VP of Customer Service" - Edith. I wish I would have found this site before I signed up with them. Low cost will not be worth TERRIBLE customer service. ”
I'm a new customer of Our Energy. I found them through Powertochoose.org. My service began March 29. They ended my first billing cycle on April 4, only six days after it started. Since the billing cycle only had 6 days, I used very little electricity during that time, and they turned around and billed me a $25 minimum usage fee.
When I signed up, they gave me no warning that this would happen. Had I known, I would have waited 6 days to switch electricity service providers.
This is an unfair business practice.
I called Our Energy on April 16, and their representative, Marisol, basically told me this is my tough luck. They refused to remove the minimum usage fee for this 6 day cycle. ”
rude customer service and overcharging !! run
i put one star only because I'm forced to to submit a review but I would put 0 ”
“ I had the worst experience with their customer service. They are rude and unhelpful. The bills are always wrong and they will send you disconnect notices when your account is paid in full and was paid in full when they sent it. They are just an awful company. There are better ones out there - keep looking. ”
“ Started with this company back in August 2015, at that time there were no problems what so ever, rate was 0.03500 per kw hour and a $4.95 monthly surcharge.... today my bill is 0.08100 per kw and a $14.95 service charge! This is a COMPLETE rip off of the public! This company cannot PROVE that I EVER agreed to a plan that was more than DOUBLE my previous bill! AVOID THIS COMPANY AT ALL COSTS UNLESS YOU HAVE LOTS OF EXTRA $$$$ to send them each and every month!! ”
“ Run from Our Energy!! This is the worst provider I have ever dealth with. My bill has been wrong for the last 5 months. Every month I have to call and correct it. I have a year contract with them. Every month the $80 credit I am suppose to receive in my contract is not on my bill. I have to call every month. I still feel like I am not being billed correctly even after the amount due is changed. Its lowered after I call but never $80's lower. Customer service is so rude as well! When my contract is over I am running from this company! ”
“ Save yourself the headache. I have been with them 6 months now. I have never been charged a statement correctly. When I finally noticed some high bills, I called to find out where fees were coming from. Turns out, they had incorrectly charged me for that month, but also all the previous months, so they wanted 114 dollars for the last 6 months of their mistakes. Worst part is, even this month I can't get a straight answer about what I owe. This is the worst experience I've ever had with a utilities company, already wasted hours. Every other company I would set to autopay and not worry at all. I have to check EVERY statement with this company. ”
“ Lowest price per kWh I found at the time. With a smart meter changing service was a breeze. Never had a billing issue but they do have a $10 service fee monthly that counters the low rates in my opinion. If you factor that in and they are still lowest go for it. ”
“ I signed up with Our Energy about a year ago. I chose them because they offered me a simple price. I was confused with so many tricky rates other companies had to offer but I am glad I chose Our Energy. I only had to call the customer service couple of time and experience was not bad. I recommended Our Energy to my friends and I think some of them signed up as well. So far so good. ”
I changed energy suppliers not long ago, and in order for me to get with OurEnergy and be in good standing, they needed a letter from my previous supplier. My letter stated that I had not had a late payment in 24 months with them. I'll be damned, this is the 9th month I have been with OurEnergy and the 4th pink slip that's been issued. Every one of these was resolved with a phone call, but I don't have time to call them every month because they don't post my payment when it's received. It's never until after I call that they say, "Oh it was received on the 24th(due date) but yet, according to the accounting, it wasn't posted for 3 days. You asked for payment on a particular date and you got it. Because you chose not to post it on that date, how can you penalize me? Just terribly upset that I still have 15 more months :-(
I would only recommend this company if you live next door to the office and can walk your payment over to them and wait on them to post it. Unless however, you have time for monthly phone calls because you're payment was posted late and they charged you a late fee. ”
“ I changed to Our Energy last year after being with Gexa for 10 years. I got tired of Gexa giving all the good deals to new customers and taking advantage of existing customers with higher rates every year. I am good at analyzing plans and understanding all the charges involved. I picked a plan that gave me a credit for usage over 999 kWh/month and by the end of my contract I had saved about $800 over the year. This time I am picking a Fixall Green 12 plan with a fixed kWH rate and no other fees. What I liked most is all their plans are the same rates, whether you are a new or existing customer. Plus they were the lowest rate after I checked several dozen plans. As for all these complaints involving people not getting their checks credited on time, I can't comment. I pay online using a credit card and have never had a late charge. The time to pay, from the time I get the bill, is indeed the shortest I have on any of my utilities, but I just stay on top of things by checking the website when it is the time of the month for the bill. When I first switched, I had to call a few times to make sure I got my first bill, but I do not find that to be unusual. I would recommend Our Energy for good service and following their contract. ”
“ They have a billing system that is totally inept. They threatened to cut off my power even though they were paid before the due date and now charge late fees despite the fact that they were paid before the due date. You cannot pay the electronically from your bank, they are still operating back in the 1960's and you need to mail in your check and then they decide when the want to open it and it is after the due date. My bank confirms that the sent the check in time to be received before the due date. Stay away for these people. ”
As has been reported by others, they seem to like charging late fees for payments not posted on time.
My bank sends my payment several days in advance, but constantly Our Energy does not get it posted on time. Therefore I get a late charge to my account.
I have had good success with Patricia Vela in Customer Service. I usually e-mail her with a question and/or concern and she will respond within a couple of hours. Usually sooner. ”
“ Do not pay your bill by mailing, this company will rip you off. They will charge a late fee even if you send the bill 2 weeks before the due date. They will also send you a pink notice to disconnect. They will wait until after the due date to process your bill and charge you a late fee. I think this owner is a crook. I made a mistake of switching to this company because of the low rate they posted on "Power to Choose" and now my electric bill is higher than my previous provider who had a higher rate. They tried to add fees that I do not know where it comes from. Customer service is horrible and you will get no where with them. I think customer service is the owner's family. I will also flag them on BBB. ”
“ Very dishonest billing practice. I always pay on time, but they kept on sending me pink bills saying that I paid late so they could add late payment charges to me next bill. Every month I get a pink bill. Then I had to call them to dispute it. Then they said that because my bank sent it by snail mail, they didn't get it in time so i got charged. Then they blame the post office. I can't wait until my contract is over to switch to a more reputable company. ”
“ I have been a customer for 2 years. I have been paying via bill pay for the past year. Of the past 12 months they have received my payment late for 6 months. This is the only company that receives my payment late continuously. This past month they changed the billing address so they said it was my fault they received the bill late. They refuse to refund any late charges even though the error is on their end because they are slow to process payments. Avoid this company like the plague. They are the worst. ”
Don't bother with this company. We secured what was initially a 7.9 cent/kwh rate FIXED for 12 months. Which sounds great, until you receive the first month's bill with a $130 TDSP charge in addition to that. The 2nd month? $132 TDSP, making my normal 200-250 bill for this time of year (we are a family of 5 in a larger home so you can compare honestly) bills of $460 and $323 respectively. Absolutely outrageous compared to where I was. I will get through this contract and never use this company again.
“ They got the billing wrong and didn't recall a payment. I called twice and emailed them twice to get it correct. No one replies to my email (customer service email) nor through the call. It is horrible customer service. It is virtually non-existence. I will RUN away from this company if possible. ”
“ I'm on my 2nd year with OUR Energy. Initially had some problems with customer service and had to send my previous company info twice in order to avoid giving a deposit. Because they claimed they hadn't received I kept getting a bill for the deposit but when I talked with customer service which was hard to reach back in the spring of 2014, she told me just to ignore that part of the bill and resend the info. That worked fine. I believe they initially were overwhelmed in customer service and got better. I autopay my bills which are extremely reasonable so I haven't used customer since then except to renew my contract which also had a great rate. I highly recommend them for small electricity users like me. ”