“ Customer service is awful. They cut off my power without notice when I had NO IDEA I was late on my payment. Then when I told them my frustration and expressed I would not be using them again they replied, "Okay, well thank you for using GEXA." They do not give a s**t about their customers just their money. ”
“ I am a new customer of GEXA, started my service with them from the 1st of June. First of they didn't tell me that the meter reading is taken every month between 10th and 13th. So after 11days of the service I got my first bill! I called the customer service and they explained to me about their meter reading policy. I explained to them that I cannot pay the bill because I just paid $120 to my last provider for the month of May. The representative told me she will give a $25 customer satisfaction credit. After a week, I wanted to my new adjusted bill which should be around $46 but still shows $71. I called them again, the lady told me the credit is still pending so please to go ahead pay the $46. I did, and guess what after my due date I received a disconnection notice for not paying the $25 and that notice comes with an additional $10 fine! I call them AGAIN, representative told me this time that the $25 credit will be given to the new bill and told me to pay the $25 and he will waive the $10 fine. Ok! I paid the $25. Next I received my new bill, I see that precious $25 credit(thank god) but also the $10 that was supposed to be waived by the last rep. I call them AGAIN, he checked my account and applied the $10 credit. This time I asked him specifically when this credit will be given? He tells me most likely to the next bill, so please go ahead make the full payment for this month. And after this he even had the guts to tell me to make sure to make payments on time to avoid the disconnection notice and fee!?!? Was that even my fault that I didn't pay that $25 before the due date? That was their rep's fault who didn't convey the correct information to me. So unsatisfied with GEXA. I wish I never changed my previous provider of 10 years. ”
I switched to GEXA online, and was informed that I would receive email and related info by email. The info never came, and the welcome email left a lot to be desired (insufficient info). On Monday 6/11/2018 the day of the scheduled switch I called to cancel, because nobody was available on previous 2 days. The lady told me she tried and was able to stop the switch, but when I called my previous provider a week later, found out that GEXA had done the switch anyway. I called GEXA again immediately, and fortunately was able to cancel and reverse the process. I was informed with no penalties. I hope that's the case, but based on my experience, I'm not so sure.
The last agent I spoke to at GEXA was unable to tell me how much I would have tp pay for 1 kilowatt of electricity had I chosen to stay with GEXA. He kept saying it's hard to say, it's based on average, which I totally did not understand ”
“ I used powertochoose and saw Gexa's rates and jumped too fast. They show 6.5c avg for 500kWh, 5.5c for 1000kWh and so of course that was a great deal I thought! They actually charge 58 cents per kWh that goes over 1000 so I ended up with an extra $145 for January. When I sent messages online it was always some automated, "here's the contract" or "here's documentation" - never someone that actually looks and talks "normally." When calling, same thing, the lady seemed nice, but she was just a contract repeater, emotionless - of course you can tell she didn't want to say "yea we scam people all the time, sorry this happened to you" but more like: "A lot of our clients called in asking questions for January because the heaters were used a lot." Then more blah blah and refers to contract rates. Other than the January bleep, my bills have been lower than usual so it kind of events out. I'm just bitter that they lure and hit people hard like that with the 1000kWh+ charges. ”
“ my plan went from .06 Kwh to .12 per hr because I was 5 Kwh over the 2000. Be careful of what they are offering. Got zero cooperation when trying to get plan changed ”
“ We were with Gexa four years and repeatedly had problems with budget/leveling billing. They consistently under billed for months and then would raise the monthly rate to an average which was way above what it should have been. I paid Gexa $899.00 for the final bill after switching to Energy Ogre. I filed a complaint with the Texas utility commission about Gexa's practices and I feel that they intentionally let your cumulative bill get high towards the end of your contract in hopes that you will not be able to pay an inflated amount and just stay with them. The end result is an unacceptable practice no matter what one believes was their reasoning. ”
It might have saved us some hard-earned money and undue frustrations! We have been with Gexa for 3-4 years and haven't had too much trouble with them until recently, but honestly, we're pretty lazy about using our "power to choose" and tend to find a good rate with a decent company and just keep renewing the contract if there hasn't been any issues. Admittedly, we probably could have found a better deal and switched awhile ago, but out of convenience have continued to shovel money into Gexa's accounts. For years we have paid *ridiculous* amounts of money for a 1-bedroom apartment, but continued to pay, on time at that, without fail. This year, we moved from having an address in Houston to one in Pasadena and this is when all the troubles started! First, our bill is on a "fixed-rate" plan, but has been fluctuating by HUNDREDS of dollars each month. When we try to contact Customer Service it just frustrates us all the more! They are totally incompetent and extremely rude when trying to get them to explain WHY our bill went from the 120 range to 234 in one month when our plan is supposed to stay the same. Their explanation, which would make sense if it were true, is that the actual KWh usage fluctuates and will show different charges each month. That's perfectly understandable and legitimate, except they were claiming over 2000KWh was used, again, in a 1-BEDROOM APARTMENT! In what world did we use over 2000 KWh in a month! I would have had to have my A/C running at 60F, shining every light with a bulb, cooking with every single apparatus I own and open all the door and windows to cool the neighborhood off. I mean seriously, there's just no way. Not when our previous bill's usages averaged around 1400KWh. THEN - we received a "surprise" bill in June saying we had an IMMEDIATE balance of $365.64 due or they would shut the power off. We were completely confused because we had never missed a payment with them before and called crappy 'ol customer service again. The bill, they claimed, was one they supposedly forgot to bill us for from our last apartment, which we hadn't lived there for 10 months! We tried to get a further explanation, but the rude person on the phone kept making accusatory comments (i.e. "Well, it looks like you didn't pay your bill.." or " If the bill was paid you wouldn't be getting a notice...") and she wouldn't give us an exact date for when these charges incurred. The story kept changing and she couldn't even keep the month straight - one time it was an old bill for Sept. and the next statement she was talking about a bill in Oct. She couldn't (or wouldn't) tell us if it was one month's charge or two, only that it was for an apartment we hadn't lived in for almost a year. So in one month we paid them almost $600, but I feel that we are going to take the "oversight charge" to the PUC and dispute it. Our contract is up with them this month and we will DEFINITELY be changing providers this time. Now I'm concerned about the backlash from them for switching! They seem good, but I would not recommend. Anybody concerned about finances should probably look elsewhere...and read reviews before signing. I wish I would have.
“ When gexa and I first met, everything was magical... Low rates, great service, efficient web tools... When it came time to move, at the end of our full year service plan, we planned to bring gexa with us, but wanted gexa to match other low service rates in our area. Gexa could not compete. After we decided to terminate service with gexa, they jacked up our last bill (charging us the same amount as a full month for just 10 days of service,) cut us off from online service, charged us late fees during the time that they instructed us to wait for our final bill and further, refused to reread the kWh usage of the 10 days and then explained that payment extensions are only provided to current customers. It was obvious that gexa was a little bitter! Stay away from this service if you ever plan on moving! Now, time to figure out how to come up with $222 before gexa sends me to collections ”
“ I've been with Gexa for years and never had any issues...until now. I called to renew my plan and they priced me at 11.6! That is absolutely ridiculous. The representative on the phone was flat out rude and could have cared less. I would think you would want to retain your current customers but I guess not! I WILL be switching to another provider by the end of this month. ”
“ Gexa is an OK company as long as you watch your rate. You sign up for a low rate and then all of a sudden.. WHAM! your rate increases significantly. Now the thing is, if you call and dispute the rate, the cusotmer service folks will lower your rate (pretty much instantly). But what happens if you don't pay attention to your bill? ”
“ I like how they will not take responsibility for their own errors. This is twice now that I have been told I did things incorrectly. Its funny how I do not work for them, but somehow I am able to apply my payment to the wrong account! (I only have 1 account with them). Step up and accept responsibility. I will not renew my contract with this company I have been with for 7yrs! ”
“ I started with gexa in October and it is now January 6th. I still have not received a bill from them with my account number (which is required to not sit on hold to pay). I was told last month I would for sure get a bill in the mail in December (which I didnt). Every time I go to pay it is a hold time of an hour. I wont be renewing. ”
“ Four years of Gexa service. Hard to understand all the different rates they offer upon renewing your contract. And now *every* rate available is on average $25 to $30 higher than before, even though our current plan is still available to new customers and at least three competing electric providers out there are lower. Moral of the story: Gexa would rather lose your business than not raise your rates, or even keep your rates the same. SO disappointing. ”
They told me if I signed up for Auto Pay, they would not charge me late fees.
Now they have for two months.
They have deceptive Bracket rates, i.e. if you use
550 kWh they charge you for 1000kwh; if you use 1100 kWh they charge for 1500 kWh.
“ Looking at the their EFL it shows in the summary box low rates for 500 kWH and 1,000 kWh. In the fine print below they do indicate they are going to rip off if you use between 1,001 and 1,250 by charging $.599/kWh!!!! ”
Worst website & customer service. Cannot even setup auto-pay account online. Customer support cannot do it from their end. Coming to electrical plans... They are OK. On the paper, plans are really good but in practical they are different. May be we should deep analysis before signing up. For 1703 Kwh, I paid $150.50 after $85 credit with Gexa Supreme 12 plan. Please check twice and choose properly.
I am struck with them for 1 year for signing contract. ”
Id strongly recommend NOT using Gexa for the following reasons:
-A very low quality automated phone service (which you will spend a lot of time in while dealing with account issues)
-A website thats somehow worse. Performs poorly on mobile devices and even when accessed on laptops will drop form submissions (!!!) without warning. This means payments can appear posted on their website when in actuality no payment has been made!
-Poorly communicated billing deadlines
-Uncompetitive pricing on both month-to-month and contract plans
-Customer service representatives with unprofessional behavior
There are dozens of providers in Texas that have put work into the customer experience and actually deserve your business. Dont give it to Gexa. ”
“ I have been with Gexa for almost a year and I was with Ambit for 7 years and will be returning to Ambit next month. I have noticed my electric bill rising the past 3 months and my lifestyle has not changed. I opened my bill the other day for the month of January and it was $320.00!!!! I have never had a electric bill over $100.00 during my time with Ambit. I was told that I had went over my KW for starters I was told at the beginning that I would be alerted if I was getting close to going over for I was alerted anytime if this was the case with Ambit. Gexa was very short with me when I called to see what was going on and did not offer to help me nor to try and keep my business. ”
“ Gexa has mastered the art of gaming the Power to Choose website. For a residential plan over 3000 kWh, Gexa provides, as is required, a plan showing a low average price exactly at 2000, but then cranks the up to unconscionable levels for every kWh over 2000. They then conceal this by making the calculation as obscure as possible in the EFL. WORST PROVIDER IN TEXAS. ”
“ Decent prices but Gexa is definitely NOT in the business for the people. Any kind of service industry should accompany its clients needs. Not the case for Gexa. They have lost a customer for life! ”
“ They give you a great introduction rate and when the term is over they want to double the rate. When I called they said there was nothing that they could do that it was the going renewal rate. Then I got a long speech on how their co. is one of the top fortune 500 co. and that they give a lot of better service than the other electric co. out there. All the while the guy wouldn't shut up long enough for me to even say anything. BEWARE! In three months, I had to set up automatic payments twice and it still didn't work, but going online I could pay the bill with the that card and it was in their system. Each time that you visit their web site I had to refresh several times. They don't have good customer service, they have aggravating service. ”
“ Went with Gexa to try and save some money. Went with their average billing which increased every 2 months?!?!? When I called they told me I wasn't under contract and could leave. I finally did and they hit me with a $700 bill when I disputed the bill with the Texas PUC they turned me over to collections. ”
“ My first few years with Gexa was great. At the end of my contract, I started getting emails about how smart I would be to go with a new plan before my old one expired. Each of the links took me to sites that had higher rates than what you could get by going through the Gexa web site. After looking into other companies online, I found that Gexa rates were more than most and most of the advertising was for new users only. I spent weeks trying to get in touch with customer service. I ended up waiting for hours. Horrible service trying to renew. Horrible rates for renewal. Decided to switch. ”
“ Had terrible experiences with Gexa. They charged me $20 because they said I didn't have enough funds in my bank account to cover my bill. I sent them my bank account documents (that were private and I should not have had to show them) that proved I had plenty of funds at the time I was charged to cover the bill. Even then, I had to keep calling and spent hours on the phone trying to get refunded. Customer service was just awful. ”
“ after three months the plan went much higher than when i started. ”
“ Great prices, but when they make a mistake by taking 3x the amount of your bill while you're trying to pay online instead of once....customer service has you call back several times only to tell you that they know it's their fault, but they can't refund charges. So; if you need $ in your account, call to make your paymeny; SCREW their online malfunctions! ”
“ Even though Gexa has very low rates I would never again choose them for service! They have been very rude to me every time I call them and they send out threatening cancelation notices EVERY month even though we pay our bills on time. For example, this month the company records indicate that my account was credited for payment on August 29th, yet still I was sent a cancelation notice dated August 30th (recieved in mail September 6th). Again, this is just one example, it happens EVERY MONTH!! If I was not under contract with them I would leave. It is my advice to any wise Texan to choose someone else! ”
“ I had month-month plan with them. They increased my rate to 22 cents kw per hour during winter. When I find out and called them, they refused to change a different plan for me and continue to force me to pay 22 cents while market rate was around 12 cents. I tried to talk to their supervisor, but no help at all. A rip-off company, don't trust them. ”
“ On 'Power To Choose' almost three years ago, I seemed to get the best deal with Gexa Energy. However, being in my late 70's, with no younger relatives to 'have my back', the 'good' part went away after a year and the 'got-ya' fine print has robbed me of far too much for far too long. As soon as I get them paid 'in full', I am changing because I read on here that I am "in an area where I can choose my elec. provider by law since 1999". Their 'help' number is anything but 'helpful'. I feel sorry for their employees who have to listen ”
“ Awful, inexcusable lack of customer service with some of the most unintelligent agents I've ever had to deal with. I signed on with Gexa Energy in October 2018. During the month of November, I received an email that informed me my contract with Gexa was cancelled. Apparently, they had opened two accounts, one for my current address, and one for an address of a different apartment. I had called them to fix this issue 3 separate times, and the issue was never fixed. This even affected my credit score, as they claimed I was past due on bills I never should of had to pay in the first place. Then when it comes time to cancel my plan, they claim I've only been using this plan for 1 month because the idiots opened up a new account for the same wrong address. ”
“ The plan recommended by the customer service rep has resulting in my electric bill almost tripling. I was extremely pleased with my original plan but unfortunately nothing similar exists now to renew to. Other plans that would have been more reasonable were only available for "new customers". It seems that loyalty is a punishable offense these days... ”
“ Avoid this company! I had them for a year and had no issues. I called them and signed up for another year, and notified them I was moving. I renewed for a fixed rate but they put me on a month to month plan. After my bill jumped to over 400 a month I called and plead my case. It took a while but they went through my records and saw I had renewed at a low fixed rate. They put me on a fixed rate, but a higher rate. They said it was because of the peak season. I'm new to Texas and didn't know how this works, so I took them at their word. Well, after four straight months of 400 plus month bills, I spoke with apartment management and found out the air condition isn't working correctly, so they replaced it. I was on the level payment plan, so my payment was affordable. I then received a notice that they reconfigured my level payment plan from 100 to 370 a month. I called and asked them to reconsider because of the circumstances and the issue was resolved with the air conditioner, and I wouldn't be using so much energy. So they took the last four month, which was during the summer to determine my payment. I explained my usage was going down as they could view the tracker. They declined and have kept my payment plan at 370. Just received my October bill. Went from 400 plus to 97!!!!! No need to have adjusted my bill so high. I will not renew once my contract is up with this company. I plan on telling everyone to avoid. ”
“ The plan documents show a low 8.7 cents per kwh for 2,000 kwh. With EVERY other plan from another provider I have used, that rate would apply to everything over 2,000 kwh. However, if you read the fine print (which I did for the first time after receiving a much higher than expected bil) that price only applies between 1,500 and 2,000 kwh. Everything over 2,000 kwh is priced at 10.7 cents. My bad for not reading the fine print, but disguising the pricing like that is inexcusable. I'm happy to spend the $150 fee for early termination. ”
“ My plan expired months ago. No one at Gexa contacted me for a renewal. Instead they continued to charge me maximum rate without any thought about their client. They may have made some extra dollars but they lost a customer for life. In my book, companies should profit based on service provided, not by client ignorance. ”
“ I became a customer in April 2017 and in reviewing their Share & Save program, I got my mom set up with Gexa. During the setup process, the customer service rep told them that their plan didn't qualify for the Share & Save where I would get $5 per month because of the referral and new customer. Nowhere in the documentation (online or hardcopy sent to me) does it say that certain plans don't qualify. This is fraudulent information. ”
“ DO NOT USE THIS COMPANY!!! Worst customer service I have EVER had the displeasure of dealing with. I have been trying for MONTHS to pay my final electric bill and I cant seem to find a single representative that is willing to assist me with this. You would think that they would want me to give them money, but it seems like they are more interested in ruining my credit. First of all, they shut down my online account so that I can no longer view any bills or make any payments online, and they chose to do this BEFORE sending me an email that my final bill was due. When I got this message, I tried to log in to view the amount due and make a payment, but my account was no longer active. So at this point, they have told me I owe money, but there was no mention of how much and they wouldnt let me pay online. I then tried to send an email through the website and received a message saying that the email was unable to be used at this time. I tried using the email 2-3 times per week over the first 2 months and kept getting the same message. I also tried contacting them via telephone using the number provided on the website. I have left countless voicemails with no response, and the ONE time I got someone on the phone, they transferred me to an automated message where I was supposed to be able to make a payment, but after entering my credit card information, the message said that my payment was unable to be processed at this time and it hung up on me. So now, after MONTHS of trying to resolve this issue, I received a voicemail that my balance was being sent to a collections agency. Of course when I called back to the number that left the voicemail, there was no answer and nobody ever responded to my voicemail that I left in response. For the amount of time that I have invested in this debacle, I feel that Gexa should be paying ME for wasting such an ungodly amount of my time. I am completely fed up and getting to a point where I am almost ready to just let my credit score tank before I give this company another dime of my hard earned money. ”
Definitely listen to the other reviews here in regards to Gexa Energy being scammy. They charged me a $299 fee in April that I had no idea about. I had to call in and deal with customer support trying to identify what this charge was. Turns out it was a mistake withdrawal from their end which was noted as a "deposit fee".
They said they would process a refund check for me. It's been 2 weeks. I called back in today and they said the check is now being processed and will be complete soon. Once the check processes, they will mail it to me.
So they can mistakenly charge me $299 instantly but it takes more than a month to refund that back to me? Yikes. As an apology for the inconvenience, their rep told me he can get me a lower rate... if I signed a contract extension with them hahahaha. That's their apology... what?
Never had this issue with any other electricity provider. Back to the drawing board on powertochoose.org ”
First let me say, it took almost 1 hr. to get in touch with someone at the Custormer Services number listed.
Signed on with Gexa inorder to save money. Although, I adjusted my start date for the 1st of the Month, so that bills were due by the 15th, they said it didn't matter. Was charged have a months bill on my first invoice due to AEP's billing cycle. Bill was then due by the 5th of each month. Customer service would not change the due date or cancel the contract so that I could find another provider. The only offer Rose at customer service offered was to input a cancellation date that would leave me without electrical service and would still charge me a cancellation fee. ”
“ I came to know about Gexa through internet. I had really bad experience with this company.They are irresponsible people I have ever seen.If you called to customer service, they will keep you on hold for long time and will come back to us with stupid answers. I am really frustrated with this company and I dont personally recommend this company. ”
“ I have been trying to contact Gexa for over a week now, for no other reason than to pay my bill. I don't have my account number memorized, and I need that info to do so. Their automated phone service is broken; when you choose to be connected to a real person, it instead recycles you back to the beginning of the automated service. They do not respond to emails either; I have sent three this week alone and have yet to hear anything back. Stay away at all costs. ”
“ My company had several accounts with Gexa for several years and I paid via online banking during the entire time. Beginning last April their accounting dept became a nightmare. Every month I had to make a phone call as I would get disconnect notices to only find out the monies had all been applied to 1 account with a large credit while the others showed delinquent with late fees. The last straw was when they turned off our electricity to 7 of our accounts (when bill had been paid and I had been previously assured the credit from the other accounts would be allocated correctly). Then charged a disconnect & reconnect fee for the accounts when it was their processing error. I have since changed carriers. ”
“ I left Gexa Energy a few years ago. I got tired of the run around in paying my bill. If you want to pay on line, you have to pay a fee!! Where on earth do you have to do that these days?!? Then calling them? Get ready for a LONG wait. I am currently on hold for 20 min as I type this, and still have 17 calls ahead of me! And once you get ahold of them, be ready for a rude representative. Oh, and if you want to be called back by the next available agent, you won't ever get the call. I left them specifically because it was difficult to deal with them. I routinely sent in my payments on time, but they counted them as late, sent disconnect notices, ect. I will NEVER deal with GEXA again. ”
I used Gexa as my provider in 2008. I moved into a new home and called and canceled my service with Gexa. They continued to charge me for 8 days during August(the hottest time of the year in Texas)while the next tenant did not have to pay. I paid for a perfect strangers electricity for 8 days. After many phone calls, a Gexa representative said they would correct it. They didn't, only sending collection notices. I had to pay or risk paying huge deposits for electricity. It's unfair what Gexa did. It's probably only about $80 worth of electricity, but it the idea of paying for something I didn't use.
BEWARE OF GEXA ENERGY!!!!!!!!!!!! ”
“ I had Gexa at my first apartment and it went well. I then requested a change of address because I was moving. First, my new plan was a complete scam. I am now paying 40 cents per kwh which is about 4X the going rate. Second, they kept my previous plan going for 3 months and would not refund. When I called, they told me I did not technically cancel the old apartment, I only requested new service because I was moving out. They have refused to provide a refund. ”
“ I don't feel like I'm getting what was presented to me. ”
Run as fast you can from Gexa! After checking Power to Choose, Gexa looked like a decent option. To cover my bases, I called Gexa to go over the plan, and ask questions. I spoke with Tamika ... lovely lady and very nice to talk to. She told me the Shopper Select 12 would be a flat rate of $21 for less than 1,000kw/hr. 1,0001 to 2,000 would be a flat rate of $99. To make sure I wasnt misunderstanding, I said, so my bill will be either $21 or $99!? Yes mam, she said. Great! I signed up.
I got my first bill from Gexa ... can you guess what the total was? I used 1,190 kWh and my bill was $171.53!!!! They combine Tier 1and 2 charges then add on TDU/Oncor charges. Guess who didnt tell me that? Gexa. Of course I called Gexa to complain, and they blamed me! You should have read the fact sheet we sent you. Uh, I called Gexa before I signed up, why would the fact sheet be any different?
They offered a $96 credit, but I am stuck with this ridiculous plan for a year. And even if I cancelled, rates are so high in the middle of summer, Im screwed.
Gexa is underhanded and will say anything to get you to sign up! I know its hot, but do yourself a favor and run from Gexa!
“ This company is deceptive. Their FACT sheets are not factual. I was basically told I was incapable of understanding their billing process and that the rates posted on powertochoose.org were not the actual rates, only examples. ”
“ They messed up and charged me double for a bill that I had already paid 8 month earlier. ”
“ I have been with Gexa for several years and have been extremely pleased with the rates and service until today. I called regarding a new contract and was told my rate would be increase by $.03. When I advised the rep this was higher than what was shown on the internet, I was told those rates were for new customers. Yet another company who does not appreciate loyalty. Off to find another electric company. ”
“ I have used six different power providers. Gexa is the only one that misled me regarding pricing. I thought I was getting a great deal, but it turned out to be just OK. Regardless, I am switching as soon as my contract expires. ”
These guys are sharks...
They made an accounting error on my favor in the amount of $200.00. 3 months later they discover the error. Their method of communicating with me was a disconnection notice and a demand for $200.00. This was in violation of PUC rules. I wrote the PUC and of course they investigated 2 months after the fact. The PUC is in the pocket of the companies and is pretty useless.
Gexa has horrible customer service, their business practices are suspect and their billings are impossible to figure out.
Deregulation in Texas has been a train wreck! ”
“ Try to find out who is in charge, and try to understand why they don't apply your payments timely. Then find yourself disconnnected, with a nearly perfect credit rating. Gexa refuses to accept standard electronic payments (ACH) transactions, then holds your checks for days to collect late fees and re-connect fees. They lack transparency, and are unethical in their cash recipts processes. ”
“ Wors costumer service ever , not happy and never recommended everyone ”
moved over from Penny wise Now I'm always being charged a late fees?
No one can tell me why, Im paying the bills and still get charged late fees. ”
“ I cant even get them to send me a bill....I finally got through to customer service and they said they were busy....I dont pay unless I see a bill ”
Very disappointed, First week of switching to Gexa I received my first bill 141.32 for just 8 days of service, called them and told Me, that because I didn't spent 1000 kwh, I wasn't expecting a bill from them, that soon.
So, now I have my second bill and charges are 581.20 called them and ask why? They told me, that because I spent more than 2000 kwh.
Advertise 7c per kilowatt fixed rate, but don't specify other charges, like TDU charges and that you have to spend certain kilowatts to get those 7c per kwh, when is supposed to be a fixed rate, you have to spend 1000 kwh to 2000 kwh, to really get the 7c if you get 1 less or 2 more of that, you will be charged, for whatever they want
you really have to read the contract and very well. ”
Long story short....been a Gexa customer for a few years and was very satisfied. Always have had a Fixed Rate contract...when renewal came up they offered me another Fixed rate contract @ 10.4/kWh for average 2000kWh per month usage. Started receiving bills that were more than DOUBLE previous contract. After waiting on hold for 30 minutes I wasted more time talking to Iram who couldn't explain the mathematics to me either. How does a fixed rate of 10.4/kWh add up to an invoiced amount of over 16/kWh on average?
They invoiced me one rate for the first 1000kWh, another rate for the next 1000kWh, and then a 3rd rate for any kWh hours above that PLUS they billed me separately for the TDU charges when the contract clearly states that price includes Energy plus Usage Credit plus TDU delivery charges
Bottom line.....the reason your hold times are 30 minutes plus is because so many people are calling to complain about the fraud. They will do NOTHING to make it right with you.
Beware of this company.......they aren't interested in keeping you as a customer......too many better options out there.
I swallowed the early termination fee and fired them......will easily make it up on the first 2 utility bills from a reputable company. ”
“ Be very careful. Quoted prices per kWh are only at specific levels. Real prices are substantially higher. ”
“ Year one was fair. Year two my rates tripled even though I selected low rate plan. My monthly jumped from 150 to over 500. I called to get an explanation. And customer service was horrible. They would not allow me to select another plan. I got hit with another 500+ bill and cancelled. My new company was 103.00 the first month. I wouldnt recommend these jerks to anyone. ”
“ While shopping around for best prices, I inquired on Gexa Energy website regarding a specific plan they were offerring. I was NOT signing up but rather requesting information in order to make a decision since my current contract with Spark Energy was expiring in a few weeks. I received a email from Gexa regarding my enrollment REQUEST with a ESTIMATED start date. I never requested to start or switch. Then I received a CONFIRMATION to switch my service which I never requested . After SEVERAL phone conversations with Customer Service, they agreed to switch me back to Spark and stated that any usage charges would be sent back to the Spark. Then I received a bill from Gexa. I felt SCAMMED and would never recommend Gexa to anyone. ”
“ My 12 months plan was renewed automatically for 12 more months for a rate 50% higher than the market price. When I call to complain about it I was told I'm stuck with the new rate for 12 months. I paid the $150 cancellation fee and I move to another company. Two months of savings on the new rate covered the cancellation fee. I will never go back to this company that takes advantage of its customers. ”
Horrible company, customer support and service! Do not ever use this company, they are fraudulent. If you do, you better check your credit. I've never had light service with Gexa Energy but somebody did in my name.
I am a victim of Identity Theft and Gexa allowed this to happen. They allow an unauthorized enrollment for lights in my name through their internet enrollment program. When the thief did not pay the bill they sent the account to collections in my name. When I saw this on my credit report, I called Gexa to inform them that this account was fraudulent, not mine and ask them to remove it. They DID NOT CARE and it shows in their Non-customer service skills.
I have tried to resolve the issue by providing proof (documentation) requested by Gexa proving this account was fraudulent. However when I did provide proof, I was told that it was FAKE and insufficient even the police report. I ask Collections why is it that someone can get service in your name with NO PROBLEM but when you call to report fraud all you get is the policy and procedures (mumbo-jumbo, I need ID, DOB, proof of residents, blood from your 1st born), a lot of Bull and being told they are having a lot of fraud issues. WELL, if those same policy and procedures were in place at the time of enrollment then maybe Gexa wouldn't have so many fraud issues and I would not have prove my IDENTITY.
Remove this fraudulent charge removed from my credit period. (All 3 credit bureaus).
“ I am not their customer, but they keep calling and saying that I owe money. They had agreed I was not a customer and then the calls began again. They have yet to provide any documentation, bills or invoices. Customer service does not lead anywhere. ”
“ Our power bills fo almost 2 years ranged from $150 to the highest $285 in the hotest months. After signing up with GEXA our first bill was $485, and no that did not include a deposit. Used just over 2000 kw hours. Outrageous. Customer service no help. Had to terminate and go with Constellation... no matter the $150 termination fee. GEXA is the worst power company we have ever had. ”
“ They advertised a cost of 8 cents pkw, but my first bill showed a charge of 13 cents. When I called, they gave some convoluted excuse based on sliding scale of usage that I should have seen in the fine print very misleading. Refused to cancel my contract w/o charging a $150 fee. ”
“ So...I loved Gexa energy and recommended them to family and friends. Then they started going up and up and up and not being clear with pricing - I own 2 homes, one in Houston, one in Galveston, switched both to Energy Ogre, an amazing company that shops all of this and finds the best deals at such an incredible savings!!! Huge. Good luck to Gexa, they are price gouging, not retaining loyal customers, I will be saving at least $250 a month on both houses combined based on 2,000 kw - people need to do research and leave your company - you are ripping people off, it will not last ”
“ This is my second month of switching to Gexa and I regret doing so. I have never had the kind of electricity bill I have this month. I called to see if changing my plan will help reduce the bill. The customer service person was just going on and on about paying a penalty fee. It was so obvious that she was repeating the what she was trained to say. I regret switching to Gexa and do not recommend the company to anyone. ”
“ I feel like I signed up for one plane nd got another. Really hate I am stuck with them. ”
“ See above ”
“ Bait and switch for twice the price ”
“ Gexa started our service 15 days early and caused us a $250 early termination fee. ”
Teazer rate got me. I thought they were a big player so I should be safe but my bill INCREASED $157 in one month! Gexa wouldn't correct or help, only to offer me a different plan! That doesn't help me as I called 3 other companies and for the SAME KWH I would have been between $202 and $232 vs GEXA at $372!
So buyer beware! ”
“ Bad company with bad rates. They will sneak high rates into your plan. ”
“ We have two accounts with Gexa---a residential and a business account. We have had numerous difficulties paying our residential account at Krogers. They have threatened to cut us off on several occasions even though we had proof that a payment was made. The renewal for our business just came op. I put off renewing and then renewed a month after our contract was up. I understood that I was going on a month to month basis. Imagine my shock when I found out that Gexa DOUBLED my rate for simply going month to month. This is the last time I do business with them. ”
“ rudest individual I have evr had the pleasure of dealing with. So bad i finally just hungup ”
Very deceptive practices. Read the Facts Label very carefully. The top table shows that the rates go down as you use more. The table below however, puts in a line where the rates go UP, as your usage increased. The mistake was mine of course, but Gexa positioned this higher rate this way. I would NOT have signed up for this crap.
“ Read this first before you sign up! When my previous contract with a different provider expired I signed up with Gexa energy. My first bill was for $ 33.04 which was for 10 days but my next bill which is for a1 whole month (30 days) amounted to $ 511.02 which as of now is the biggest electric bill that I ever had in nine years that I have lived in my house under various plans and providers that I have signed up. Think twice before signing up with them, you might be the next victim! ”
Humanity issue , i lived in texas and my wife and my son 10 month old out side , i applied to them Visa , one from required documents is aproof that iam lived in side usa for 5 years ,call gexa to asked them to send my statement bill for 2009 and 2010 , i call in 24 of January , repsentave take all my information and said ok we will send your papers withen 10 days . Got nothings
Call again in 14 February and request about my bill statement of 2009 and 2010 (( i told the representative that iam ready to pay for printing and mail cost ))
The representative told me withen 10 days i will received my paper but nothing, pleas iam not asking about some thing free i am ready to pay. ”
“ I just got Gexa Energy 2 months ago ONLY 2 months ago and my bill jumped from $115 to $377 ! I live in a two bedroom apartment ! I called the company and all they were able to do is send someone to come and do a meter re test BUT is going to take two weeks for them to come out so I still have to pay that high bill this is ridiculous there is no way my bill should be that high specially when Im working 10-12 hours a day and never really at my apartment not even my mom pays that and she has a full 4 bedroom House. Im very disappointed towards this company ! ”
“ GEXA ALOMOST DOUBLED MY MONTHLY BILL WHEN MY CONTRACT EXPIRED WITH THEM. THEY CLAIMED I WAS MADE AWARE THAT THEY COULD CHARGE WHATEVER THEY FELT LIKE IF I WAS MONTH TO MONTH. I WAS NOT EXPECTING $1500.00 IN THREE MONTHS. THEN I AM PRETTY CONFIDENT THEY SOLD OR GAVE MY INFO TO A ANOTHER COMPANY WHEN I DROPPED THEM AND THEY TRIED TO SHUT OFF MY ELECTRICITY A FEW DAYS LATER. I WAS HAVING ISSUES WITH MY A/C UNITS DURING THE FIRST 2 MONTHS OF OUTRAGEOUS BILLS MID SUMMER AND THOUGHT THAT WAS THE REASON FOR THE HIGH BILLS. THE THIRD MONTH THEY TOLD ME I WAS NO LONGER UNDER CONTRACT AND THEY COULD CHARGE WHATEVER THEY WANTED. THEY WERE UNSYMPATHETIC BECAUSE SERVICE TO MY LOCATION IS HARD TO FIND, BUT THERE ARE BETTER OPTIONS AND I WILL LET WHOM EVER ASKES KNOW IT. BETTER RATES AND ALMOST NO DELIVERY CHARGES. I AM SURE THERE ARE LAWS TO PROTECT PEOPLE FROM WHAT THEY DID AND AT LEAST TO THE EXTENT THAT IT WAS DONE TO MY FAMILY. AT THE LEAST THERE SHOULD BE SOME ETHICAL CONSIDERATIONS WHEN SOMEONE HAS A FINACIAL PROBLEM PAYING AND AMMOUNT AND YOU TURN AROUND AND DOUBLE IT. I WILL BE FILING A COMPLAINT WITH THE BBB AND THE PUBLIC UTILITY BOARD OF TEXAS AND I WILL ALSO ACTIVELY TELL EVERYONE HOW I FEEL ABOUT GEXA. ”
“ I got my first bill with a total of 3080kwh. Little did I know that the price on my electricity facts lable sheet would double. I was with TXU for 5 years and I'm going back. ”
They failed to email/call me when my contract expired for renewal and continued to charge me at maximum rate. it seems that they are so focused on turning profit, they forgot all about integrity, honesty and customer service.
I advise everyone to use another utility company that has more integrity than this one. ”
Beware of Gexa and any other energy company that gives you a tiered rate chart when you sign up. That final tier, 2000 kwh, is NOT your rate for 2000 kwh and up! Starting at 2001 kwh, your rate may double. With Gexa, it went from 5.9 cents to almost 14! Read the energy charges for 2001+ BEFORE hitting that submit box.
Their rep admitted they could do nothing because I already signed a contract, but passed the blame to the PUC and powertochoose.org, and everyone else, but it's very obvious that Gexa wants to be deceptive in their pricing structure by directing our attention to the chart. So I'm angry, and now what? $150 termination fee if I want out. Which would be worth it with $400 electric bills!
I've never had this much trouble before when changing companies. They are getting sneakier. I want to take this to the PUC, but I doubt it will do any good. We just got screwed! ”
“ Watch out for the EFL. I got baited by the low rate and didn't read the fine print. Thought I was getting a 5.4 cents per kWh, but it was actually 12.9 cents. Very deceiving electric fact sheet ”
“ signed up for what I thought was a fixed rate plan ( it's listed on the site as a FIXED rate plan) turns out it is a 4 tier plan with different prices for different KW usage. My last energy company (PennyWise) was a true fixed plan with all pass through charges except taxes...DO NOT USE GEXA ENERGY! ”
“ My auto pay hadn't worked long enough for us to rack up like FOUR billing cycles worth of payments owed, so I immediately went online and paid us up to owe a balance of $0.00, by then we already had a notice of termination and threats of late fees. I called customer service and they informed me that it was set to auto draft our account 10 days AFTER our set date of termination..Okay??..Paid it down to $0.00 owed and figured i'll just manually pay it every billing cycle. Two days later it auto drafted the entire $185 bill, that I had just paid two days prior, A SECOND TIME!! Leaving me with literally $20 to my name until a refund can post supposedly 5-7 working days later (I'm poor, don't judge me). I called customer service again and they told me the manual payments confused the auto pay and did I want to leave $185 as a credit or did I want a refund -__- ...refund..NOW!! >:O ... The auto pay hadn't worked for FOUUUUUUR billing cycles and you're telling me the one time it did auto draft me was AFTER i had already paid and for the ENTIRE amount again. Lord Jesuuuuus, I have never ever had this much trouble with a company. $150 to early terminate, believe me will get those funds to Gexa ASAP. ”
“ Gexa rep lied to me when I renewed my contract last fall. The guy said he was saving me so much money and my average $$ per Kwh would be .06 cents. (I made notes during the call and glad I did) This month (one of the lowest usage months of the year) we used 2100 Kwh and my bill was $270. That's over .12 cents a Kwh. I called in and the CS rep said they calculated my average usage from 10/15 - 05/16 and it was 1800 Kwh, so they put me in the best plan for my usage during these months. I said DUH, those are the fall and winter months when I'm using gas and not that much electricity. Did it ever occur to you that you are leaving out the SUMMER months!?!? How stupid is that??? He had no response, offered no solution just kept trying to justify why they put me in that plan. The plan is great if you use less than 2000 Kwh but my home is 3700 sqft. Solution: I went to www.energyogre.com and according to their savings calculator they will save me over $2000 a year!! I'm not surprised since Gexa put me in a plan where my bill would absolutely go through the roof in June, July, August and September. This also includes the $150 early term fee from Gexa. Good bye GEXA!!!! ”
“ Gexa Energy have a practice of moving the due date for my bill. I have a busy schedule and keep track of my bills with my Outlook calendar. I place a monthly recurring reminder for all of my bills. Gexa Energy change my bill date by as much as 7 days. They also make it impossible to schedule a payment in advance the way that all my other vendors do. This has the effect of generating late payment fees, very lucrative for Gexa I am sure. My contract is due for renewal in January. I will not be renewing after 15 years. ”
GEXA ENERGY DOUBLE WITHDRAWS FROM BANK ACCOUNT
Attached you will find my GEXA Energy Billing Date Dec 19, 2015.
GEXA ENERGY has stolen $96.48 from me by DOUBLE withdraws $96.48 on 01/07/2016 and $96.48 on 01/11/2016 from my bank account and has failed to REFUND $96.48? When I contacted GEXA Energy, they refused to refund $96.48.
January 2016 double withdrawal
01/07/2016 External Withdrawal GEXA Energy / - ELECPAYMNT $96.48
01/11/2016 External Withdrawal GEXA Energy / - ELECPAYMNT $96.48
When will GEXA Energy REFUND $96.48 from January 2016? This is wrong. GEXA Energy is a scam. January 2016, my bill was $96.48 and GEXA Energy has ripped me off. They called me to argue they could take my $96.48 and multiply it times two. I do not want them calling and simply want $96.48 refunded. GEXA Energy has many complaints with BBB and PUC ripping off people. ”
Avoid this company like the plague. They hide their billing totals, lock you into a rate and when you get your bill, you'd swear power is being stolen or you're supplying the neighbors. Their customer service is a total joke. Their so called care representatives want to argue and try to strong arm you like they work for a loan shark.
I switched to TXU and let me say night and day difference. I was paying $400-500 in electric for my house (2700 sf) now my bike is $170 highest so far.
TXU customer service is top notch, they should put on a clinic for the jokers at Gexa. Can't believe anyone would rate Gexa above a 1. I'd give them zeros if possible.
At the time my contract was up, the bill was lower. The bill remained lower for months and then I received BACK BILLING for hundreds of dollars billed at a rate almost TWICE the ESTABLISHED RATE. When I contacted customer service, the lady stated she couldnt do anything but would have another representative call me. I waited for days to receive a cryptic email (not the promised call) which did not address the billing errors and the overcharges.
I called the number and through two days of both email attempts and phone calls, I was never allowed to talk to a supervisor and only told that a supervisor had been emailed. The exact words of the only representative I was allowed to speak to were that he was only the messenger. I was offered a courtesy credit of less than half of the overcharges and a contract renewal. Obviously, all of my accounts are now established elsewhere.
The unethical practices demonstrated throughout the process included:
CONSISTENT BILLING ERRORS over the period of four months.
The company correcting the billing errors at a rate almost TWICE the ESTABLISHED RATE.
NEVER PROVIDED THE NAME AND CONTACT INFORMATION of the OBSCURE SUPERVISOR who was the only one who could make decisions.
Brief emails were the norm for attempting to make the situation go away rather than a discussion of the companys errors and an ethical means for correcting those errors.
A representative who was only the messenger by his own words, who felt the need to go on a rant about how he was not required to provide me information of what he discussed with his supervisor.
I was offered a SMALL DISCOUNT AS A COURTESY WITHOUT ANY STATEMENT OF THE TRUE INHERENT ERRORS COMPLETED OVER A PERIOD OF 4 MONTHS AND WAS TOLD TO PAY THE FULL BILL ANYWAY because that would take weeks.
I HIGHLY RECOMMEND AVOIDING THIS COMPANY AT ALL COSTS. I used them for years without a problem; however WHEN THERE IS A PROBLEM, EVEN IF IT IS THEIR FAULT, IT IS UNLIKELY THAT YOU WILL BE ABLE TO SPEAK WITH ANYONE WHO HAS THE CAPACITY TO MAKE A DECISION. There are clearly ONGOING UNETHICAL AND HIGHLY QUESTIONABLE PRACTICES within Gexa operations.
“ Stay away from this company. I moved to another apartment and used other electricity company before the due date with Gexa. Later Gexa charged early termination fee. I called Gexa and tried to waive the early termination fee. They asked me to show the new lease agreement and new electricity carrier bill. I faxed them. However, they said they do not accept it. It wastes time to talk to them. ”
“ After reading all the horrendous reviews about customer service for Gexa, I can only add another log to the fire. They disconnected me without notice. I mailed a check for my regular bill, but they failed to post it. I recieved the next month's bill showing a delinquent amount, but I figured the check for ththe prior monthy had crossed in the mail. Apparently that's not enough! Before the next billing cycle was over, the little man with the locks came and shut the power off. Not notice whatsoever. Customer Service is utterly non-existent. Voicemail Hell, with no ability whatsoever to talk to a live person to get power restored. After reading all the reviews, I think it's time to take these bastards to the woodshed and kick their butts out of Texas. Consumers should not have to put up with this. Those reviewers who rate this company highly are in La-la Land. Your turn in the barrel is coming, trust me. ”
I signed up for Gexa energy using one of their extremely low introductory rates off of powertochoose.org. I never received any paper correspondence at all. Never got a bill or even a welcome packet. I went online and signed up for the online account and I did get an email welcoming me to the online account. I was never notified of a bill being ready or due. I had to go online and pay the bill when I thought it was getting close. I checked this month and my rate had tripled. My normally ~$200 bill was closer to $500.
I called in to see what the deal was, and was told that they have been sending my bill to the house and I should have checked the bill for the contract expiration date. When I told them I have not received anything from them in the mail at all, the customer service rep told me (without any investigation) that I need to talk to the post office because he was certain they sent them. I guess the post office was selectively removing only the gexa energy correspondence since I get all of my other bills.
When I asked to renew and if the rate can be back dated, the rate they gave me was several cents higher than regular rates of most of the other companies. So don't be persuaded by the lower introductory rates, they will silently let your contract expire with no communication what so ever. Their normal rates are considerably higher than most companies which I assume is how they can afford to offer the lowest intro rates. It is also their policy not to back date the renewal. So they lure you in with low rates only to take advantage of you later.
My Advice: DO NOT USE GEXA. They do not take care of their existing customers in fact it's my opinion that they are actively trying to take advantage of their customers. ”
“ I signed up with Gexa due to a low introductory rate of 5.9 cents per kwh. After three months of service I was automatically switched to a month-to-month plan that shot my rate up to 13.5 cents per kwh! As a result my bill went from $110 to $230! I was never notified that the rate would jump this much from one month to another. I called customer service to see if they could adjust my bill and they refused to do anything. I disconnected my service and switched to another provider immediately. I have also filed a complaint with BBB and will never use this company as long as I live. ”
“ Been with them for several years because of contract. EVERYONE told me that they will rip me off and send me a few bills in the same month and then say you didn't pay! I paid one bill of almost $400 then turned around and got another bill 8 days later for $300 so I cancelled paid in full my FINAL bill then I got ANOTHER final bill again. THIS IS THE WORST ELECTRIC COMPANY EVER!!!!! THEY WLL RIP YOU OFF AND TRY TO TAKE ALL YOUR MONEY. ”
I would not recommend them. Tried them for a year and after that they try to screw you. Actually, I could have done better with several other companies for that 1 year than I did with GEXA.
Stay away from them. Too many other choices.
“ Customer service did not contact me about an autopay that didn't go through. But charged me for the following month as if nothing happened. One year later a collection agency posts info and drops my credit score by 77 points over $75 bill. Could've been handled differently. ”
The worst company ever... Horrible costumer service, your told one thing
Over the phone then you get something different in the mail.
I'm so glad my contract with them expired. I wouldn't never ever sign up with them even if they offer me free energy for a year, the lowest rate ever and more.
I rather pay more for electricity else where but definitely not with Gexa
Total nightmare since day one ”
“ BEWARE THESE GUYS ARE SCAM ARTISTS! I just received a bill on my empty small townhome that has 0 appliances in it for $172 coincidentally the month I cancel my plan with them that has 'no early termination fees'. This bill is 4 times higher than any bill I have received from them. Of course, they do nothing about it and if I want to dispute it I have to pay $125.99 fee to do so. I am so disappointed! Beware of Gexa, their rates are ok but once they catch you with this kind of stuff it becomes I rip off. Check out other more reliable companies with customer service priorities so you don't get sucked into this ”
I signed on with Gexa in 2005 at a flat 10 cent rate for my 2nd home in Texas. I made this my permanent home in 2007. I am completely at fault for being lazy and not reading emails so I can't blame them for adding minimum monthly fees and raising the rate through the roof. I can blame them for not calling me or notifying me when a payment was not received. I'm not talking 30 days late - I'm talking 7 days late. They turned me off. No courtesy notification whatsoever.
I was actually home at the time, heard a "CLUNK" and went downstairs (I'm in a condo). The guy from the electric company was still here! I asked what was going on, he said he had a turn off notice. I asked if I can pay him but NOPER, Gexa was the customer, resale, all that. $100 bucks and 4 hours later, the same guy was back to turn it on.
Again, I was "at fault" - but I honestly never had anyone ever turn me off for 7 days before. Dropped Gexa like a hot potato. Rotten, nasty customer service to boot. ”
I've been a Gexa customer for 5 years. There were instances where their
charges or perhaps reading were wrong but I've been patient. Calling and
correcting the billing was just a painful experience. Customer service is
amazingly ridiculous. The company don't care whether you're a loyal
customer or new. I requested for an additional service and was given a
commitment to have my service activated on certain date. When I call
again to confirm, I was shocked when i found out that the order was on
hold and still have to be processed. Now I don't have electricity and I have
10 months old baby.
PLEASE STAY AWAY FROM GEXA!
“ Gexa Energy allowed me to set up auto bill pay. One month I had gotten a new credit card as my address had changed. The company had an auto message call me that sounded like a scam, not Gexa so I ignored it, the second automated message I got just said we are turning off your electricity, call this #. 40 minutes later I got to a human who could take my new card, take the payment + late fee and re-instate auto pay. From there it was all down hill - they set up auto pay to pay 2 weeks after my bill was due. I got 5 more cryptic automated messaged in the next months. I spent countless hours on the phone getting inappropriate late charges. Now 2 months after I canceled the service, which was 4 months after anyone lived in the residence I am still getting larger than normal bills. ”