Reneged on Contract!
I signed up for residential service with Brilliant Energy when they offered a decent price for electricity a couple of months before my current contract had expired. I got an email confirmation with what was to be my new rate, welcome letter, and was even able to log on and set up an account. I thought we were good to go.
Several days before service was scheduled to begin, I called them to confirm just to make sure we were set to make the switch. I was told that because they could not access my credit report on the day I signed up that they would not use our agreed upon rate and that I could "choose from our current plans" which were of course 20% higher than our agreed upon plan. All they had to do was LMK they needed more credit information either by phone or email (they did neither), but they used that as an excuse to weasel out of their contract obligation and direct me to their more expensive plans. Needless to say after that incident I will NEVER do business with them again and ended up purchasing a plan with another company at the last minute. They put me in a bind as since we had an agreement I called to just make sure they were ready to start on our contracted date, but instead i was scrambling to find a new plan (with a different company of course!) several days before my old contract was set to expire.
Do not trust them to honor their contractual obligations!!!!! ”
July 17th, 2020
Avoid if possible - if already enrolled, watch out for "gotcha" fees, and take screenshots of enrollment!
May 25, 2020: Set up a 3-month plan and set up autopay as part of the enrollment, as we have done countless times successfully with other electric providers.
July 9: Received the first notice of an invoice (via email), and the email says that the balance is overdue and a 5% late payment fee has been automatically added.
July 11: Log in to Briliant to check, and the autopay setup has disappeared. Manually made payment and re-setup autopay. Emailed Brilliant to report the issue.
July 14: Brilliant CS rep calls to ask if I can prove autopay was set up at enrollment, which cannot be proved (no screenshots). They will not waive any fees.
Should have read these reviews first
We will (of course) be switching to a less shady provider in August. ”
July 15th, 2020
Cut off my Power
Recently moved into a new house. Signed up for Brilliant Energy's 3 month plan. I signed up on May 27, 2020 with a start date of June 5, 2020. Upon signing up i got two emails, one confirming my plan and another asking me to set up an online account which i did. Done, everything was set up and easy. We move in to the house on June 6 and have no issues, power is on. Fast forward to today, June 30, around 9:00am the power was shut off. I call Brilliant Energy and they informed me that my account was shut off because i failed to send them a copy of my Driver's license and something else. She tells me an email was sent to me the May 27 with a request for those documents. I tell her i did not receive that email nor any follow up emails regarding this. I ask if i can provide those documents now and she tells me that they no longer offer the 3 month plan i signed up for and i would have to sign up for a 1, 2,or 3 year plan at more per kW. At this point i am upset and ask to speak with someone else and she says no. So i ask her "What am i supposed to do then?" she says "You can go online and sign up for a different plan or i can sign you up for one of our reasonable plans". I say "Again i have no power so how am i supposed to sign up for another provider?" She doesn't respond and i hang up. I go to a local store and use their internet to sign up for another provider.
The whole situation felt like a trap and i was lucky to be home when it happened so i could fix it. ”
June 30th, 2020
Worst company around town
The rates are horrendous.
Customer service phone On hold forever.
Treat customer badly on the phone.
Why even run a customer service center like this? ”
July 31st, 2019
Had them for years
“ I had Brilliant Energy for many years set up on auto pay. I was a very loyal customer. When I came off contract they set my rate above .18 per kwh and did not even put it on the bill. I had to calculate it. No phone call or email. Why did you treat me this way? Here's your review. ”
October 13th, 2018
We signed up with Brilliant on a rate of 4.9 cent per KwH. The Electricity FACT Label listed our expect bill at 8.6 cents per KwH. First Bill arrived an it was 27 cents per KwH. Specifically, the charges were:
807 kWh Energy Charge = $39.79
TDU Charges = $158.14
Calling Brilliant for an answer -- infinite hold... sent an email, no response. sending complaint to the PUC. ”
April 13th, 2018
During the year of service contracted, I had no issues. Bills arrived, they were promptly paid and never heard anything good or bad from them. After the end of the contract and paying my final bill is when I received a letter accusing me of non-payment, breach of contract and threatening with all sorts of legal actions. I sent them my Proof of Payment issued by the Bank for this $7 payment sent almost a month ago, and expect to clear this up promptly.
They just guaranteed a non-returning customer with their attitude. ”
March 2nd, 2018
Signed up few years back - once the contract expires they don't follow up - as their out of contract price is way higher. Even the contract price is much higher than other energy providers. besides their cancellation fee is also steep.
All in all you end up paying twice for the electricity ”
August 17th, 2017
Poor business company.
I was a customer of Brilliant Energy for many many years and mistakenly paid a bill using a previous months invoice. The difference in the previous months payment was a mere few dollars. I then get a Notice of Disconnect giving me 10 days to send a few dollars (less than a dozen dollars) to them immediately.
I was furious and called Brilliant energy attempting to work into a supervisor stating that that less than a dozen dollars underpayment does not constitute a disconnect! After 4 phone calls, this amounted to "Pay up or else".
Luckily my contract was about to expired and thus changed to another electric company.
Oh yeah, then I get a "lawyering up" letter in the mail stating that Brilliant Energy has the right to disconnect for ANY amount of underpayment.
Avoid Brilliant Energy Company at all costs if you don't wish to be treated like me. ”
July 15th, 2017
Mis-information from Customer Service
I signed with another provider, thinking my 1 year contract had expired, but I was on a 2 year agreement. So they dinged me for a $200 early termination. When I called CS, the young lady I spoke to told me they would wave the termination fee and put me back into my old agreement if I could come back to Brilliant.
My new provider's termination fee was less, so I called back to Brilliant CS to switch back. This different CS Rep. advised me that they would have to put me into a new agreement, and MAYBE give me my $200 fee back.
After 4-5 years with Brilliant they didn't seem to care whether I stayed with them or not. I wouldn't go back if they offered me free service (well, maybe if it was free)!! They gave up a potential of $1500+ per year for many future years to keep $200 and having an ex-customer telling everyone. Not a to run a business! ”
June 26th, 2017
Zero Complaints - Happy with service
I was with Reliant Energy for many years. Each year, I check powertochoose.org and saw the very low rates Brilliant Energy was offering. I signed up for the "Electric Plan G" back in January. Low rates were incredible. Very easy process to sign up on the web. I had a few questions, so I emailed their customer support. I received a response in less than 30 min from Nadia. Great!!
Bill payment very easy thru their website.
Overall, i have zero complaints. Happy with service so far ”
April 10th, 2017
Great Customer Service!
“ I've had several occasions to call Brilliant Energy. Every time I call, I get courteous treatment and knowledgeable information. I'm in my second year with Brilliant, and my bills are quite reasonable compared to other rates in today's economy. ”
September 17th, 2016
“ I've been with Brilliant Energy for a few years. It started out well but has declined the last 2 years. Be careful to keep up with your contract date for renewing or leaving their plans. I had to call Customer Service to find out why my bill was so high and was informed that the contract had ended and they placed me in the highest rate plan they had at the time. I switched out of this but there was no consideration of my long standing to reduce the current bill. Jump to the present and I've switched providers to soon. I'm less than 30 days from contract termination and now have a 200.00 early termination fee. You have to terminate within 15 days of the renewal. Several lessons learned.. ”
May 24th, 2016
Started out ok ended bad
“ I was on paperless billing and then got changed on my rate and had to call back for a credit if I resigned up. I was told I would receive a credit and they would adjust the current bill so I would get the new rate instead of the triple rate they were charging me. My bill for that month was almost 300 and on the battery it was 80 I never got the credit and spent almost an hour on the phone to be told that I wasn't getting a credit it was just an adjustment when I had specifically asked if it was going to credit me back for the high bill the company denied this and never gave me my credit ”
March 8th, 2016
Poor customer service
“ I have had multiple issues with the customer service with Brilliant. The most recent being that they charged me a $200 cancellation fee, even though they were the ones that sent me multiple messages to renew my contact. When I decided not to (because of price, as well as customer service), they charged my account, called me, then told me they would try to work something out. I guess "work something out" meant still charging me the cancellation fee. I had no intention of cancelling my contract early, but their emails implied it was time for my contract to expire, what they noted in fine print is that I could renew with them 45 days early, but not start another contract. This is not the first poor customer service experience I have had with this company. I would be careful with this company and read the fine print, they will not be upfront with you regarding fees and policy. ”
October 14th, 2015
No Problems, good rates
“ I switched to using them and have been with them almost 2 years. I have been happy with them, rates are up front and I have had no issues with extra hidden fees. This is the 3rd electric company I have used in the past 6 years, and they all have been fine, it comes down to the money and terms. From the time I sent many inquiries about signing up with them before doing so, throughout my time with them, customer service has always been helpful and friendly. My renewal is up next month, so as before I shop around at each renewal period for best rates. If the price is right I would stay with them. ”
October 12th, 2015
I moved from a 3bedroom house with a thermostat that stayed on 75 to a 1 bedroom home with a thermostat at the same rate. My bill went from $60 to $230. I tried to get an explanation as to why this is happening and the only answer provided is "it's summer". Well yeah, almost everyday is summer in Texas.
SO being that the bill was EXTREMELY high, I asked for a payment arrangement and was told that they would give me three days to pay the full amount. I guess electric companies just don't like to work with you anymore . ”
October 1st, 2015
“ They put all sorts of hidden fees on your bill and when you ask about them they apologize and refund you BUT then do it AGAIN the next month. When my contract was up I was expecting my deposit back ohhh was I wrong. After fighting with them and having to provide proof of the deposit I finally got a check in the mail two months later. When I called to check on the status of my check in those two months I asked why it was not refunded on my last bill?? The person told me it was not their policy to refund a deposit if the customer does not ask for it!!!!! Are you kidding me, please do not do business with this company. ”
March 12th, 2015
“ I continue to have a fantastic experience with brilliant energy! Great customer service!! ”
February 19th, 2015
Cheating people out of early termination
I have recently switched commercial energy companies upon doing so I terminated my contract with Brilliant Energy. By doing so I received and excessive cancellation bill. No where in my contract that I was given by this company did it state an outrageous amount of 1500$ to cancel my contract. I have also numerously asked them to provide proof of this in my contract and they have failed to do so. Any commercial accounts that have experienced this, I would appreciate your input.
Pebbles Investment LLC, Liquor Til 9
Katy, TX ”
October 28th, 2014