“ I had been a customer for years. In October of 2019 I received an email notifying me that a payment was not made on autopay. It seems my card on file had expired. I went to their website and made the payment with my new card and updated my card on file for autopay. The site was glitchy and I had to re-enter my information twice before it registered. So now it is January 6 and my service has been disconnected. Since I am on paperless billing I receive a communication through my email. Apparently something went wrong with the autopay yet I was not notified by email. Instead they just added late fees for two months and sent a disconnect notice in the mail some time in December. Since my mail is being forwarded at the moment I only received the mail today January 6. When I explained I that I received no notification by email and that the website was having problems I expected them to remove the fees and reinstate my service. My customer service representative for this transaction was Nestor and the supervisor he consulted with the issue was Jorge Rodriguez. Apparently Mr Rodriguez and Cirro wish to take no responsibility for their problematic website and offered no reconciliation for the fees or the lack of communication that anything was wrong with the account. I will never use Cirro again. I paid their little 160$ fees and am taking my business elsewhere. I hope this helps someone choose a better company to do business with. You have many options and this company takes no responsibility for their own issues nor do they appreciate their loyal customers. I hope they go out of business soon. ”
“ We had been with Cirro energy for a year and when our current plan was set to expire, I spoke with a Cirro agent the suggested a plan that she said would only be a small amount more than my current plan, WRONG! My next bill was nearly double what I had paid and I had used less electricity. When I called about the bill, they were surprised that the agent had suggested said plan, but they were not willing to change me to a plan better suited for my house size and usage without the $200 change fee...even if I stayed with their company! Unbelievable. I spoke with 2 agents and I emailed CS to no avail. I would not recommend Cirro! ”
I never signed up with Cirro Energy. They purchased my contract from Volterra Energy shortly after I signed up with Volterra. The customer service at Cirro Energy is a joke. So many lies. I ended my service on September 24, 2019. They charged me twice for the same month and then claim they issued a refund to my credit card for the duplicate charge on September 30. That is a lie.
Their billing department is incompetent. I initiated a chargeback on my credit card because they lied about issuing a refund to me 3 weeks ago. Everyone should do themselves a favor - NEVER NEVER sign up with Cirro Energy. Too many better options available to deal with these people. ”
“ Bad company, high rate and they over charge ”
Back story: I purchased a smart plan 1 year ago with no issues and the process to connect energy was very easy. The billing/managment/customer service representatives however are another story. We receive paper bills and electronic emails for our account. On 2 separate occasions our payment was scheduled and subsequently cancled by Cirro Energy due to some sort of "problem" in the billing cycle. An email or phone call was never made to notify us which subsequently resulted in a disconnection notice being charge and late payments. Our payments had been late a few times but always paid. Automatic payments with our accounts (credit card and a checking account) do not work and their customer service team had been unable to remedy the situation.
Most recently we recieved a disconnection notice having never been told the payment never processed resulting in a disconnection of our power the next morning. Oh by the way its the middle of summer and we have 2 month old and family visiting... Again customer service said nothing except for "Sorry" nor did they give a time frame for when power would be reconnected due to the mistake in the billing process.
If you want to save some pain and time dealing with your electric company do not go with Cirro Energy, it's not worth your time or money for the pure lack of survice and insufficitent/unreliable billing system.
If Cirro responds to this review; pay close attention to how they plan to offer to make these problems right and whether or not they take ownership of their companies lacking customer service/support. ”
“ Month after month Cirro Energy sends out late notices when in fact the payment are received several days before the due date. It appears they either don't log the payments when they are received, or they don't deposit the payment until after the due date in order to illegally charge late fees. ”
“ Title says it. ”
For dec billing i was on autopay and somehow my card got declined. Cirro did not even give me the courtsey of a call or email telling me that the payment did not go through and within 5 business days they shut off my electricity. I was out with my kids in the cold and trying to call them and then they tell me that my payment was declined. On top of that to cover their asses they lied they had sent an email and i get an email the next day morning saying my card was declined after i had already restored power.
I never choose Cirro energy as my provider but my account was sold to them through Pioneer Energy and now I am stuck in a contract with a company which sucks and doesn't even inform the owners and shuts down the power.
Horrible customer service and experience with the company ”
“ The Cirro Energy recently merge with Power Express and they bill me twice for one month. Once by Power Express and again by Cirro Energy, each for 15 days interval. I had a contract with Power Express to receive $80 rebates if my usage was more than 800 kwh, Power Express honored the contract and refund me $40 for 1/2 month. Cirro Energy refused to honor it even though they indicated that my contract with Power Express will be honored with same term and pricing. I spend 1/2 hours talking to Cirro Energy customer service without any resolution. This was my first dealing with them and they are terrible company. Stay away from them.... ”
“ I switched to Cirro in August. Everyone of my Bill's have come late. Every bill o get sent a 10 disconnect notice charge and a 15 late fee. I tried to pay my November bill online and was told my credit card expired that I had originally set up my account with. There is no place on the website for me to update my credit card nor can I chose auto pay. Every month I have to pay over phone. I should of never switched from my previous provider. I was with them 5 years and never had any issues. I switched to save money and so far I have paid 100 in bs fees. ”
“ Went to levelized monthly billing and they charged me the monthly charge after one week saying that was when the meter was read. Never explained that to me when I signed on.Not cool but I should have expected it. ”
We were involuntarily switched to Cirro when they bought the provider we were with. After two months of not receiving a bill, welcome letter, anything, I tracked down whom I was switched to in order to avoid service interruption. They had been sending it to a completely different address. I set up an online account and it showed that I was in a contract with them until October 1st, 2018. Since the rate was higher than the going rate, I made a note to contact them. On Oct 6th I logged in to see what number to call to discuss a new plan and saw that my bill had jumped up 7 cents per kilowatt. What???? Ok, the contract is out, I'll get that fixed. I call and proceed to have the most asinine conversation. First they tell me that I was month to month and didn't have a contract. I pointed out that my online profile says that I do. He looks. Him - Oh, that just means that the rate you were paying wouldn't go up before that date but it wasn't a contract. Me - then why is listed as the "CONTRACT END DATE"? Him - thats just what we call it but its not a contract. ??????? Me - Ok, the contract that isn't really a contract ended on Oct 1st and my statement was generated on Oct 3rd but ya'll charged me the increased rate for the entire period, not just the 2 days. Can we get this fixed? Him - No, unfortunately we can't have two rates in a period. Me - So you're telling me that you are going to charge me an EXTRA $150 because I didn't cancel my contract that wasn't really a contract on the expiration day (but not really because it wasn't a contract)? Him - Well, if you sign up for a 24 month plan, I can see if I can get the rate retroactive to the 3rd. Me - And what about the overcharge on the current bill? Him - No, I'm sorry, I can't adjust that. Me - You honestly think I would sign a contract with you when you are overcharging me by $150 right now???? Him - There's nothing I can do.
By the way, this was a supervisor. I hope he doesn't have an employment contract that turns out not to really be a contract. ”
Cirro Energy, (parent company is NRG [U.S. Retailers L.L.C.] which is the largest retail electric provider in Texas with subsidiaries Reliant Energy, Green Mountain, and Pennywise), bought out another electric company that I had a contract with, Pioneer Energy. In the Houston Chronicle in the Energy section on August 1, 2018, they quoted spokeswoman Pat Hammond, Cirro will honor the contract terms including the price of energy for the duration of the contracts.
On August 21st, 2018, Cirro took over my electric services and on that same date, I received an email telling me I was now enrolled in a Cirro plan called Smart Simple 36 that after talking to Cirro customer service representatives, was told consisted of 12.9 cents per kWh for three years rather than my Pioneer contract that is one year at 8.34 cents per kWh. I was told repeatedly for over a month by Cirro representatives that Pioneer Energy had submitted my contract information that showed that my contract was 12.9 cents kWh for 3 years. This was in spite of my submitting by email to: firstname.lastname@example.org, my copies of Pioneers Electricity Facts Label, Terms of Service and Rights as a Customer. Also I was told by Pioneer that they had submitted the correct paperwork and to wait and see if they bill me correctly. I was billed according to the Pioneer contract but on the bill, it still showed my plan as Smart Secure 36. During this time, the Texas Public Utility Commission (PUC) was involved.
Then on September 20, 2018, Cirro emailed me a copy of my contract that was supposed to have been revised but it STILL showed 12.9 cents per kWh for 3 years. The following day, I received a phone call from Cirros headquarters in Plano, TX, who again told me that my former company, Pioneer Energy, had sent my contract information to Cirro, that showed it to be 12.9 cents per kWh for 3 years. Then after I showed the PUC the most recent contract sent by Cirro, Cirros management told the PUC that they had accidentally sent the wrong contract!
Cirro sent another contract but it STILL shows the length of the contract for 3 years. The Texas PUC closed out the complaint anyway, just citing them only for inconsistencies with the Electricity Facts Label (EFL) Terms disclosure and recommended Cirro provide me with a corrected EFL that shows the correct terms. This Texas PUC report was written on 9/24/2018 and I also requested a corrected EFL, but I am still waiting for the Electricity Facts Label that reflects my actual Pioneer Energy terms!
I do not understand how a legal contract that is to be honored and was specifically written into the terms of the buyout, is not cause for regulatory agencies like the Texas PUC to take more definitive action to protect consumer rights. I was in this complaint process for over a month with the Texas PUC and Cirro, but instead of Cirro immediately sending the corrected contract that very first day of the complaint, I waited over a full month to finally get a slightly modified contract that STILL was not corrected to the terms of my previous contract with Pioneer!
And still the Texas PUC closed it out!
Also a fair warning to everyone: whenever you sign up for any electricity service, it is imperative that you save a copy of your Electricity Facts Label as this is your legal contract with that company and without it, unethical companies like NRG and their subsidiaries can, at will, tell customers that the contract information received from the former electricity company is more costly and for longer lengths than what your actual contract terms actually were, and trap you into contracts that are not legal if you dont protect yourself.
So, in closing, how would you define the problem? Would you define it like the Texas PUC, as only an inconsistency by Cirro Energy to disclose what my contract terms were after the buyout? Or do you see this as a more serious issue for Cirro customers?
“ When I got my first bill with Cirro I couldn't believe they were charging me an electricity delivery charge that almost equaled my electricity charges. The next month it was the same and the month after that. I changed electric companies quick after that last bill. All the other companies I spoke with pass along some of the delivery charges but not almost doubling your bill. ”
Nature of complaint: Contract Issues
Cirro Energy bought out Pioneer Energy and both companies stated they would honor all remaining contracts from Pioneer. It was stated on websites and emails sent to customers. However, I received an email from Cirro stating I was signed up for their Smart Simple 36 Plan which turns out to be a 3 year contract with Cirro Energy at about 13 cents per kWh. I never signed up for this and dont want it EVER! My remaining contract with Pioneer is until August 31st, 2019 at .0834 cents per kWh with no service charges and no charges if below a certain level of use (as some plans have). It is a fixed .0834 cents/kWh. I have all the relevant contract paperwork from Pioneer and submitted it online to Cirro and Pioneer Energy also submitted my contract information to Cirro. I was told the correct contract would be straightened out & in writing by August 31st.
It has been over three weeks that Cirro has taken over my service & Cirro STILL has me down for the plan THEY signed me up for; I have called & emailed so that I can set up my online account & set up auto bill pay but I cannot do any of that until they put the correct contract in writing! I also asked them when my first bill would be due & they told me to contact CenterPoint Energy & refused to answer the question. When they respond back by email, it takes them 5-6 days to respond and their answers are unhelpful and illogical & do not address their plan of when my correct contract will be sent to me. They appear obstructive in their behaviors.
Correct contract in writing in timely manner that reflects Pioneer Energy contract terms as stated during transfer between Pioneer and Cirro. End of obstructive behaviors and more timely customer service responses that reflect problem-solving skills. Note: I did NOT choose Cirro Energy as my service provider, I did NOT choose the Smart Simple Plan they STILL have me enrolled in, and I will NOT choose them in the future when I actually DO have a choice! There is a pattern of Cirro Energy doing this to customers that were acquired by business buyouts promising the same contract rates & then later blaming the former company for not providing the correct paperwork dating back to 2011 and possibly even longer than that. This is an unethical, predatory company with a long, long history of this and other customer abuses. Where is Texas consumer protection laws? From where Im standing, they appear to be completely gone and illegal, corrupt business practices are thriving in Texas every single day thanks to removal of regulatory clout that State and Federal agencies use to have (due to legislative changes paid for by companies like Cirro and its parent company NRG with their other subsidiaries consisting of Reliant, Green Mountain and Pennywise).
They do not respond to emails any longer and even though they have all the proof they need regarding my previous Pioneer contract, they will not put it in writing so that I am assuming it will cause a late fee on purpose and the start of a highly acrimonious relationship!! I have an excellent credit rating and have no tolerance for these kinds of businesses!!! I have not signed in online as I will not agree to any service agreement with Cirro until my CORRECT contract with Pioneer is in WRITING and I have made that very clear to Cirro. The only contract I have is with Pioneer that I have actually signed and agreed to!! ”
“ My account was with another company for 2 years - then Cirro as I understand it purchased all the accounts. The transition period was not so good...but they gave & I gave so we came to a good understanding. They keeped the rate I had with my old company as I checked mine was lower then theirs. So for the last three years I have asked for a better rate, standing on my own payment record, I pay what is due before the paper bill is sent out and I have never been late. Now coming up in late August-September my contract will come due again...I asked for a good rate again with longer terms and received a good rate again with them, as of this writing July 19, 2018 no one has the same rate. I asked on a rate based on 1500 kwh...some months we are over, some months we are lower so 1500 is a good to average on. As of this writing - I most likely will sign again with them. I read my bill on line by the 14th of every month and paid it rounding up to the next dollar. I have done this with what ever company for the last 40 years and I have a great track record. I pay by my bank. My bank sends them money - they do not draw it out from my account - no one does that at all. I not work the heacke at all. ”
“ It took them 2 months to get me converted all because of their independent contracter vetting experience. They don't call u back in a timely manner and when the call u they don't let a message. ”
“ I did everything too have cirro for my energy provider and they never followed thur to be my energy provider. now I'm stuck with high electric cost from my old provider. ”
Had Cirro for several years now. Rates have been very competitive but that's all the good I have experienced. Had to report them once to Texas Utility Commission as they had my monthly bills and payments all messed up and just kept piling on extra charges thinking I owed them money. Their customer service is pitiful and treat you like "money payment" and could care less about a customer. Only reason I have renewed is their rates but you have to call in for best renewal rates.
Was sold a plan and as soon as we were signed up they changed the rate. TXU did the same thing also. WE are on SSI and needed an affordable rate. They lie and tell you anything to sigh you up and then switch and bait you.
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