“ Almost all business provide a one time exception to remove a late fee, this company does not and is not willing whatsoever be understanding. Doesn't matter if things have been strenuous at home, work, and I get blown up with thousands of e-mails so some could fall through the cracks - there's no exception for them. Not even just one time. It's unbelievable that a company would not remove a late fee to save a customer and it's reputation. I would NOT recommend this company to anyone and would strongly encourage people to stay away if customer service is important. ”
“ Signed up for as a new customer and my plan wasn't what I signed up for. It had been changed to a higher rate plan that I would never have selected as I am an Energy Engineer. I canceled immediately and was assessed a $220 termination fee on top of being cheated in the 1st place. Bait and switch, reporting to state AG. ”
I can never get anyone on the phone.
On hold for at least 20 min at a time and when they do answer,they hang up!
My powers been off and could get any help even though the bill was paid!
And now I cant even get any one on the phone to transfer or stop service due to myself moving !
Maybe power companies are doing bad, but this one was terrible. Theres no way to cancel from their website and emails take days for them to reply to. If youre a busy person that just wants a good reliable company, go elsewhere. These guys will nickel and dime you and will conveniently forget that you already cancelled while continually charging you until you cancel your card and do a chargeback.
“ Once I got to the second tier of support (the one that resides here in the USA) I was able to get the issues taken care of ”
“ I called and they had every excuse in the book pertaining why I didn't receive my $245 deposit and plus interest...They didn't even know what I was talking about when I questioned about plus interest for staying full 12 months. ”
“ Set up initial auto pay (required) and they said bank rejected it, giving no other information, charging fee after fee. Bank says account number is correct. The return check fees don't even show on the bills so there is no way to pay online. And every-time I call to ask? $4.95 additional fee according to terms of service. Its a never ending cycle and the customer service agents have no information or authority. They won't even let me talk to the billing department!! "They don't take calls" I wonder if they take letters from attorneys? What a scam. ”
“ Signed up because they were offering $.099 per 2000kwh. Well they charged me $.099 for 1484 kwh I used, plus $38 for using at least 1 kwh, plus $61 for using more than 1000, plus taxes for a total of more than $250. This is the worst charging method I have ever experienced with any electric company. I will pay my cancellation fee of about $240 and bid this poor excuse of a company good bye! ”
Wish I could give 0 stars. Not just the worst energy company of all time - the worst company in general of all time.
We set up auto draft when we signed up with this company and every month we get a notice saying the bill is not paid. We call and pay over the phone with the exact same credit card and have them update their system and yet the same thing happens every month (and has been for 10 months now).
We have no way to log into our account online and they will not help us reset our password.
Today we came home to our electricity turned off, we called and the system said we owed $0.00 by tomorrow. They claimed to have sent the turn off power notice before we paid our bill and then sent a retraction notice right after but would not provide us with any evidence or confirmation. The customer service representative was very rude, unhelpful, and had no knowledge on how to help us. They say our power "might" turn back on within 2-3 hours.
We will be contacting a lawyer to see about getting out of our contract with this awful company.
SAVE YOURSELF FROM THE WORST MISTAKE OF YOUR LIFE - CHOOSE A DIFFERENT ENERGY COMPANY. ”
“ This is the worst company ever. They are charging me for TWO different units at the same time. Every time you call, you are on hold for at least 10 minutes and then they typically hang up. When you do speak with someone, they only speak Spanish, or very poor English and are unable to help. I have emailed multiple times, I only receive automated replies. They charged me $295 for the wrong account, still haven't received a refund, and I'm still being charged for two accounts. Choose ANY other company. ”
“ I've been using Express Energy for nearly a year now. Only time I've had to talk to them in the past was when I set the account up, and that went flawlessly. However, I now have a question about my current bill (no bill this month and no new charges posted online). So I called...many times over the last few business days. I can't get anyone to answer the phone. M-F, 9a-6p are their advertised hours. I get into their IVR, wait on hold for about 7 1/2 minutes, and then my call is dropped. This has happened every time I've called them. I'm about to decide that, yes, they have a customer support line. They just don't staff it. ”
They told me their website was down but my online account and password was already setup...complete lie; I had to call three times to set it up
They told me I could monitor my usage via smartmetertexas...complete lie
I am new to Texas, will dump these sleazebages as soon as my 12 month contract is up ”
“ Be sure you read the fine print on this. If you go over the 1000kw they will charge you $87.00 than on top of that they we charge you per KW for me it 11.9 for every kw over that. I have a very small house and the $300.00 bill I received was a shock, I have owned this home for 4 years and the most I ever paid was 187.00 Due to Christmas lights. I have ran a pool pump and even with that never saw a $300.00 bill. Please read all the fine print, they will trap you. Don't bother calling you cannot reach anyone in CS. I am now in the process of looking for another company. ”
“ Customer rep on the phone told me directly that they had smart meter texas access (way to monitor electricity usage), complete lie. They never registered with them, so the customer is not able to use. He also told me that at the end of my contract I was able to get the exact same plan again, that is was not only for new customers. Also a complete lie, the only plans they provided with me afterwards were for HUGE rate increases. Website functionality is pretty lousy, often gives me errors and the usage section of the website is very inaccurate - have to go to each individual bill to see the actual usage. Very lousy company, much much better ones available. ”
“ Simple and easy is the way to go with the upfront, clear, and awesome rates. I have payed 37 bucks for each of the past two months, the month before them was a hot July. So yeah, this Express Energy is for real, I like saving money and I never use these companies for anything other than paying my electric bill. ”