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About OUR Energy

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Founded in 2008 in Houston, TX, OUR Energy is a retail electricity provider that services residential and commercial customers in Texas. OUR Energy services all of the deregulated areas of Texas and has announced plans to expand their retail electricity service to New York and Illinois.

Texas Electricity Ratings Score:


( 2.5 / 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
- The Rest
- Data Unavailable

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.


OUR Energy Customer Engagement

38   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 OUR Energy







38 Reviews and Replies for OUR Energy


Complete SCAM in regards to rates and billing
(2.2 / 5)

  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!!

Greg from Fort Worth
September 28th, 2017

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Run from Our Energy!
(1 / 5)

  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!

texas customer from Houston
July 3rd, 2017

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Prices are good, customer service is bad, experience is worst I've ever had with any utilities company.
(1.6 / 5)

  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.

Carlos Sagbini from Houston
June 15th, 2017

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Hidden Fee
(3.6 / 5)

  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.

Zach from Friendswood
February 18th, 2017

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Good Rates and Service
(5 / 5)

  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.

Cynthia Gonzalez from Houston
November 20th, 2016

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Great Prices Horrible Billing Issues
(2.2 / 5)

  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.

PAYMENTS NOT POSTED ON TIME from Katy
November 15th, 2016

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Satisfied After One Year, I Am Renewing Again
(4.8 / 5)

  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.

AK Noorian from Tomball
September 28th, 2016

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Worse electric provider I have ever had
(1 / 5)

  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.

Rod from Plano
May 17th, 2016

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Be Aware of Late Billing Charges
(2 / 5)

  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.

Nancy Zacharias from Houston
April 27th, 2016

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Dishonest and ripoff company -DO NOT SWITCH TO THEM
(1 / 5)

  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.

John from Houston
February 23rd, 2016

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Stay away from this company
(1 / 5)

  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.

Jennifer from Houston
December 2nd, 2015

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Billing and Customer Service is Horrible
(1.2 / 5)

  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.

Upset in Mo City from Missouri City
November 13th, 2015

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RIPOFF
(0.8 / 5)

  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.

Kelly V from Kingwood
November 11th, 2015

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Worse customer service ever.
(1 / 5)

  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.

Scott from Houston
November 9th, 2015

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Excellent Rates No Hidden Fees
(4 / 5)

  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.

Al;exis Y from Dallas
September 29th, 2015

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Very difficult to get on the phone. Billing horrible
(0.6 / 5)

  These people won't answer the phone. Won't respond to emails. Won't treat you as a customer. They're in the right even when you have the documents available to SHOW them they're wrong. A late fee billed on Sept. 8th for a check sent on Aug. 24th that CLEARED THE BANK on Aug. 31st. When you try to send proof, they don't want it. They are going to do an internal investigation. REALLY? How about crediting my account, then doing your investigation, since I don't have the rest of my life to wait for a return email or call.

J. R. from Dallas
September 22nd, 2015

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Avoid this company!
(1 / 5)

  I moved and gave Our Energy a try, I should have researched them more. First, I had to contact them for a bill at the end of my first month, they didn't mail or email a statement. When I reviewed my bill it included a $130 recurring monthly pass-through fee and the price per watt was double the policy promised. Customer service was very poor and there is real credibility problem with this company. Read reviews and save yourself the trouble. Horrible experience.

K. Adams from Houston
September 14th, 2015

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I would highly recommend this company to anyone.
(5 / 5)

  I have had to contact the customer due to some billing questions. I got straight through to the customer service department and spoke with a member of staff who was so helpful and dealt with my query straight away.I would highly recommend this company to anyone.

Jayeeda Sarfraz from Spring
August 19th, 2015

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Customer Service
(0.6 / 5)

  HORRIBLE customer service. Currently shopping rates and the woman was totally rude. I asked her based on the usage I gave her to give me per kwh rate including fixed energy, delivery fee, transmission fee and she said I should go to the website, see the various rates and figure it out....She did give me an example of what I would pay at 2000 kwh. NOT HELPFUL one bit. I finally just told her I would just call another company that might be more interested in my business.

W H Brown from Spring
May 11th, 2015

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Avoid this provider
(1.6 / 5)

  Electricity is a commodity and lots of companies provide it. No reason to purchase from this company. Terrible customer service. Go elsewhere for your electricity!

Montrosian from Houston
April 22nd, 2015

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Updated: 02-17-2018
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