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About True Electric

True Electric
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True Electric, a subsidiary of oil and gas company New Century Exploration, was licensed to sell residential and commercial electricity in the deregulated areas of Texas in 2007. New Century Exploration is a natural gas exploration and extraction company.

Texas Electricity Ratings Score:


( 0.9 / 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.


True Electric Customer Engagement

14   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 True Electric







14 Reviews and Replies for True Electric


worst billing system
(1 / 5)

  For the last three months, pay bill on-time every month with a credit card, get an email saying my bill is late. Look at the bill invoice and and it doesn't show my payments. Have to call them up every time to get the late fees taken of the bill. Today received an email that I had closed my account and would be receiving a final bill and termination charges. Had same billing issues with TXU. I am glad I have the "power to choose" one sorry electric provider over another.

d chapman from Abilene
March 25th, 2014

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They obviously don't want my service
(2.2 / 5)

  I've been with True Electric for a couple of years. Never had a problem until the past few months. There was a problem with the auto payment, which pretty much just snowballed into a ton of extra fees, missing manual payments, and disconnect notices. Every time I call customer service I have to listen to their horrible hold music (the worst I've ever heard) and then they just tell me my balance is zero. But that doesn't fix anything because I just got ANOTHER disconnect notice. Called again, and told them how annoying this all is and was offered NOTHING to make it better. In fact, the only thing I was offered was an email of all the notices they'd sent me. Thanks, True Electric. Fantastic job. Currently looking for a new company.

Michelle from Coppell
May 22nd, 2013

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True Electric is the right choice!
(5 / 5)

  I have 2 homes and a business ....I have a very hetic life... Every year of so I look at my electric rates to make sure we are getting the right price on our electric needs. We truly shop!!! Ture Electric was the best choice for several reasons. First was the rate! Very competeive rates with out all of the hidden fess and long contracts!
When I called to speak about the rate plans the representive was very helpful and was eager to get me the best rate plan that suited my needs. I saved about 20% when I switched from one of the large electric companies. I tell every one I get in contact with about the rates rate and service!

Truly a TRUE WORLD CLASS COMPANY!

Chuck Kramer from Spring
February 21st, 2013

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Terrible Billing Department and Terrible Customer Service
(2.2 / 5)

  During my first month and a half, True Electric has billed me two times in error. The first error came 5 days after I signed up with True. True debitied my account $183 and they had not even read my meter yet. Then a couple of weeks later the debited my account $87. This second error happened after I recieved my paper bill in the mail from True Electric that said I would be billed $34 and some change. I contacted True after the first error and they said they would look into it and call me back. Never heard anything from them. I called them after the second error and they said they would look into it. There is a guy named James that keeps answering the phone and he will not let you get past him to a supervisor. My experience with True Electric has been horrible and I would not in good faith recommend this electric utility provider to anyone. In fact, I am going to report them to the Public Utility Commission today for their fraudulent billiing practices. Stay away from True Electric. There are way too many electrical providers out there than to risk doing business with this terrible company.

Jay from Sulphur Springs
November 5th, 2012

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Terrible STAY AWAY from this worthless company!!
(1.4 / 5)

  This company seems like it is run out of some guys apartment. No way to manage your account online. You must call them during business hours only Mon-Fri. Bills are late. I have had other peoples bills sent to me. I received a bill in the wrong language (spanish). Everytime I ask when the website will be available to manage my account and pay bills the answer is always in a couple of days. The website has been unavailbel for at least 5 months now!! I am leaving this low rent pain in the ass company as soon as my contract is up!!

Chris from Houston
October 12th, 2012

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Poorly Run Organization
(2.4 / 5)

  I chose True Electric based on price and the fact that they were offering a large percentage of renewable energy for the cost, but I can't and won't recommend them to anyone.

The customer service has been good though wait times are usually very long (anywhere from 10 to as long as 20 mins on hold). I suspect they are understaffed to handle the call volume created when a website isn't in place to process payments, answer bill questions, etc.

The website ... well, you can read the other comments, since they all echo my sentiments. There hasn't been a way to manage my account online in what feels like 6 months. I just got off the phone from making a payment and was told by the representative that it would be a few weeks still, but at that point I would be able to see my balance and make payments online.

Taken as a whole, this feels like a company that was thrown together on a shoe-string budget and has been doing just enough to get by ever since. The people I've spoken to have always been very nice and I don't blame them for ownership's downfalls, but if I'm judging the company, I have to give it a thumbs down.

Neal from Houston
September 24th, 2012

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LIARS
(1 / 5)

  They cut off access to the online account AND CANT PAY OUR BILL ONLINE. THEY HAVE BEEN SAYING SINCE MAY 2012 THAT THE WEBSITE WOULD BE BACK UP. LIES ALL LIKE. JUST GOT AN EMAIL SAYING IT WOULD BE UP IN TWO DAYS.. 2 WEEKS LATER.. STILL NO WEB ACCESS TO MY ACCOUNT.

A DILLOW from HOUSTON
September 11th, 2012

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ec
(0 / 5)

  Can`t seem to get a bill on time. Long wait to speek to someone. Probably change when contract expires.

e.c. smith from Abilene
August 22nd, 2012

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Poor
(0.6 / 5)

  I signed based on price. Customer service ? If you can get through the people are curtious. The online bill pay has been down for 3+ months and counting.

Mike A from Deer Park
August 13th, 2012

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Poor excuse for an electric provider
(1 / 5)

  This is a shady company. Customer service has no knowledge of the services they provide.Seems that they will do anything to rack up charges on your bill, from sending statement the day before it is due to changing your account number without your knowledge.You can expect at least a 20 minute wait on hold only to get a person who has no clue to answer your questions. I would never recommend this company.

Fed Up from Houston
July 30th, 2012

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A rocky start, but no issues since
(3.8 / 5)

  I've been with True Elec almost 1 year. They somehow managed to have the wrong address for me on the day they were supposed to turn on the electric in my new home even though I signed up onine and typed in my address correcly on my printed copy. They were able to get it activated that evening though and I have not had any issues since.

Kevin from Corinth
July 20th, 2012

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Very poor customer service
(1.3 / 5)

  Every time I have had to contact True Electric (for billing questions, to transfer service, etc), the "hold" time averaged 10-15 minutes! I find this to be very excessive. Employees (including managers) are not very skilled on the phone and are not helpful in answering questions. Our previous provider was Startex Power and they were awesome!!

KK from Houston
March 28th, 2012

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Beware of true electric
(0.8 / 5)

  Terrible customer service from start to finish. I told them I didn't
want to convert my electric provider just yet and they went ahead
and pushed it anyways. This caused me fees not only with them
but with my current provider. I called multipe time during the
course of 3 weeks and got through to somene maybe 1/4th of the
times I called. Either got hung up on or sent to voicemail after
10+ minutes on hold. When finally I spoke with a supervisor
named Javier, I could hardly get a word in. Do not do business
with this company unless you want poor customer service and
supervisors who won't hear you out when they do something
wrong.

James from Texas USA
July 15th, 2010

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true electric
(0.5 / 5)

  Don't trust. There are better electric companies. This one gives
you the runaround.

Raul from Austin
July 15th, 2010

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Updated: 02-17-2018
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