Entrust Energy - Company Information

“  The customer service from this company is a joke. A few months ago we had to change our billing information with them, and shortly after we recieved a notice that our payment had been declined because they failed to actually change our billing information. When we called to see what was wrong we discovered that they never actually changed it when we called the first time, and when we asked if we could get the billing information corrected at that time we were told they their system could not change our info at that time and we would have to call back tomorrow to get it changed. (we were never told why we had to wait a day, i suspect the service rep simply didn't want to bother with us.) The next day we called again, and were told once more that we could not be helped over the phone, and that maybe we should try changing our billing information on their website. We tried this, and lo and behold, the next month we get their automated robot call again because they have STILL FAILED to change our billing information. This is the third month that in a row that we have been told our billing info was corrected, and the third month that we have apparently been lied to. Absolute incompetence, we will definitely not be renewing our contract when it expires. ”

“  Same story folks. Guy comes to my house says they have a plan at 8.8 per kWh. Plus 20 for tdu, that won't change. Sounds great. Just got my bill it's 13.4. What!?! I used to pay 9.6, total. I can get 10.1. Entrust, either match that or let me go. I will not be lied to.
Chris. ”

“  Luis knocked on my door, and asked to speak with an adult. I was not in the mood for sales people. I have to say I made him wait in the Hot Texas Sun for a good 10 minutes. When I stepped outside, Luis first identified himself as being a representative of Entrust Energy. He then told me that many companies overcharge for electricity, and he would like to see if his company could save me any money on my electric bill. My surly response was something along the lines of what are your kilowatt rates? He told me that he would like to compare the rates his company can offer me with what I am currently paying, and then asked if I had an electric bill he could use to show me. I told him I would have to look. I went back into my air conditioned house and, after about 10 minutes, I went back outside and told him that I did not have a copy of a bill that he could look at. He then asked me if I knew what my current rates were. I told him yes, but did not tell him what I was currently paying. He then pulled out a paper and explained that he could give me a certain kilowatt rate. This was based on a certain amount of useage, was a two year fixed rate, the contract would include a 300 dollar early termination fee if I chose to leave before the contractual agreement date. He then explained that the TOD rate would be billed at the TOD rate with no up charge from entrust. He explained that if taxes went up or down that would affect my bill as well as a couple of other things like that. He also showed me rates that were based on lower amounts of useage. I asked if I had a power outage or anything like that who would I contact...entrust or tnp? We discussed that in some detail because some things would go through entrust and others through tnp. He also told me that I would be given an emergency number to call if anything happened outside of normal business hours. I then asked him how much of a deposit I would have to pay. He asked if my service had been disconnected for nonpayment in the last 6 months. I said no, but my credit score is not the best. He said that he could not tell me about the deposit. He would have to call the office, they would need to verify certain information (which he also explained), and then they would ask for my permission to run a credit check. He said he believed it was a utility credit check. He then told me that it would take about 5 to 10 minutes, and if Entrust wanted me to pay a deposit just to tell the lady I wasn't interested. He said if you are already with one electric company, and you are basically satisfied, and another wanted you to pay a large deposit then they weren't really saving you money. He did tell me that he had already visited with some other people in the area, and a few of them were told they would have to pay a deposit. I said I am not interested in any type of deposits. He then told me again that he had no way of knowing himself if a deposit would be required, but if I was willing to let him make that call we could find out. I said go ahead, but I don't expect much. TXU had been by not that long ago and had wanted a huge deposit. He made the call. The young lady called me on my phone to verify my number. She had me verify some information, and ran the check. She told me that I qualified for NO deposit. She explained that if I agreed to switch to entrust, they could email me the full contract, my rights, etc. She also asked if I understood that I could cancel my request within three federal business days with no penalties. I agreed. Luis then gave me some paperwork that contained his personal cell phone number in case I had any questions or concerns that he could help me with or that he could at least get me to the right person to help me. He told me that there was also a referral program that could save me a little more on my bill if I knew of anyone else that I thought they could help save money. This was very well presented and not pushy at all. It came across as just more information that he wanted me to be aware of. He did not go into detail about it, but did tell me it would be in the papers that they emailed to me. He then told me that he had no way of knowing if we would qualify or not, but there was another program that works with all electric companies in Texas that I could look into and apply for if I wanted. He gave me the information to contact them at my discretion. I write this review because I have seen many reviews on here that talked about the salesman trying to "police" the area, trying to trick people into switching companies without realizing what they were doing, and basically just trying to fleece people. My salesman's name was Luis. He was met by a surly skeptic. He was hot, made to wait in the hot sun and get hotter, he was honest, and explained in detail what his company had to offer. He could not compare bill to bill, or apples to apples as we say around here, because I did not provide him with my current information. He never disrespected any other electric company. He very simply and clearly explained what his company could do for me. If he did not know the answer to a question I had, he told me so. Then offered to make a phone call and find out for me. He offered to wait if I wanted to research his company and read online reviews. He left my home with a cold drink and a sale. ”

“  We signed a 2 year contract and so far they have been way cheaper than txu. Our lights also stay on more often during storms than they did with txu. We haven't had any problems yet and hope there will not be any. ”

“  I wish I had read your reviews before I was succored into purchasing your plan. The experience in the others reviews was the exact same for me. A college student came door to door with a list of neighbors signing up! And she had mu billing information and told me how much I would save with your company. Since I am a person of integrity, I believed her and thought a company would not send a rep out with false information just to lure in customers. I was wrong. She lied, though she was probably saying what she was told to say. It was not the same as stated in your contract that I received in the mail several days later, as she did not mention the TDU up charge . When I called to inquire and cancell, I was told that I could not and sorry, I must have understood. You people are liars and scam artists and I have 30 days on my 2 year contract. I could not be happier to get you off my payroll. ”

“  A couple of gentlemen came by earlier this week. While I'm normally not inclined to take anything from door-to-door sales, I wasn't in a position to pretend there was nobody home.

They insisted I was being overcharged for my utilities, and showed me a copy of someone else's bill from my provider, insisting that at their rates (7.8 cents a kWh), they would have made this $200+ electric bill less than $50.

As I'm very much of the mentality of, "If it sounds to good to be true, it probably is", I quickly scanned the bill in the Entrust guy's hand, and saw that about two-thirds of the bill was from an outstanding balance, while his <$50 estimate was calculated with the latest month's. That's EXTREMELY relevant to the math at hand and skews the numbers immensely.

Further, the 7.8 cent charge on their rate sheet is there, sure, and it's even highlighted to draw the eye to it, but that says, "Energy charge", while very nearby on the same row for that plan is 11.3 cents listed as "Price at 2000 kWh."

You deliberately tried to skew the facts, Entrust, and were tremendously dishonest. I don't care if you have Customer Service from Heaven Above. I don't trust you, and I won't be using you. ”

“  I have been in Texas for about 3 years now. My most expensive bill with my original company was $200 and that was at about 2900 kilowatts used. My first bill with entrust was $300. I allowed the sales person I coach me while I was on the phone. He told me that they will ask me a question that sounds confusing and for me to just say yes. I asked what it was and he said it was complicated. I asked him for a list of all of the fees that I would receive every month and he said only the meter reading and taxes, that was it. There are many hidden fees with this company that make it outrageous. We were also supposed to receive in the mail and via email a copy of the agreement paperwork and we still haven't received it. Since that day , my bill has be outrageous. One month we didn't run the hearing or air and it was still over $250.

I would not recommend this company to anyone. I feel like we have been lied to and we are very very upset with them. I am going to make a complaint to the utility commissioner and to the BBB if things aren't handled soon!! ”

“  THIS COMPANY IS TRULY AWESOME! THE TWO SERVICE MEN WHO CAME TO MY HIME WERE VERY NICE AND RESPECTFUL!I HAVE RECOMMENDED THIS COMPANY TO MY FRIENDS AND LOVE ONES! :-) YOU GUYS ARE THE BEST ELETRIC PROVIDER I'VE EVER HAD! ”

“  Same story as a lot of people here. Two ladies came to my door, one in training. I had month to month with reliant because I have never been a fan of contracts but decided to give it a try. I currently paid 11 and some odd cents for month to month with Reliant. They told me due to my credit I had no deposit, would pay 7 cents and would see a savings of about $2.50 per day. My daily cost with reliant varied depending on the season, but never dipped below $4 per day and never more then $6 per day. My first bill for November to December with Entrust was $246 which comes to about $8.2 per day. I thought that maybe its just because of my first bill, maybe there was a charge or something. I attempted to call them maybe 5 or 6 times, with hold times over 45 minutes. A few times I got disconnected after 30 minutes of holding. I pressed 2 to get a call back and have only received one 1 time. of course I was on my work line when the call came in. The other 2 times I never got a call back. I am currently waiting for one right now as a matter of fact. Its been 2 hours.I realized something was wrong when my second bill came in for December to January and its again $245. I checked my check book and I paid less than $200 with reliant in July and August, and September and October was less than $170. I am confused, I do not understand. I give Entrust a A plus for hidden fees. And an A plus in avoidance. Do NOT buy from them. ”

“  Do not recommend this company, I have been on hold over an hour to pay my bill and there still hasn't been an answer. I was told I would save money, this just isn't true. but the worst is you cannot call them and their website also doesn't work to pay the bill just says unable to process at this time try again later which I have tried over and over, I have been trying to pay my bill and it is impossible and I am getting late fees for a bill I am UNABLE to pay. what a scam. also the TDU charges range from 50 to 60 a month, how does that work? my bill has not even been that much with other companies and with this one it is 230 a month. How can this even be possible, and sadly I cannot call them, cannot pay my bill online, they are gonna end up disconnecting me for their own incompetence. DO NOT USE THIS COMPANY ”

“  Got the con about how much lower the killowat hour would be but then the "pass through" fees were enough to bring the true cost up to within a fraction of a cent diff. Felt like my wife got conned on that switch. Then our bills went to new highs in usage and I tried to call and find out about having the meter checked. Wait time was almost an hour. I gave up and pressed the # to get a call back but still waiting. I went on the website and sent emails to contact (4 times now) but still have had no contact. Almost worth the $300 to change. My wife is ready to change as we never had problems getting a person to talk to if we tried with our other company. ”

“  Kinda same as lot of other reviews ... Guy came to my door started explaining about Etrust Energy low rates even asked for one of my current bills and showed me I was paying over 11cents kw (never really been the type to pay much attention) he said that with Etrust I would pay only 7.4cents kw and that they didn't charge all this extra fees I was paying with Reliant as he pointed at them, he said my bill would be about half what I was paying (of course I never believed it would be that good but figured at 7.4 cents compared to 11+cents I had to see some savings especially because they putting on a contract.. Long story short charging me 11c kw but my problem here is that I've never in my life had a $300 light bill especially for December... Just me and the wife in the house, no washer/dryer, never cook don't really use the heater much $300? Impossible! Would maybe believe it on a hot summer month... Tried to to get in touch with them but nearly impossible 43 minutes waiting on the line decided to press to so that they'll call me back at a random worst possible time of course I try to explain the situation but he just said is all digital if I think there's a mistake or bad reading to contact Oncor... Then I told him that I was told was going to be paying about 7.4cents kw he just said they have recording of clients agreeing to extra fees. Of course there's a big cancelation fee... Not being rude but didn't seem to care just like when the door sales guy called the first time to do the switch (sales guy was nice but guessing liar) Even tho reliant supposibly was charging me more I never felt ripped off like this... I want to give Bounce energy now but now I'm afraid they'll pull a similar stunt... DO YOUR SELF A FAVOR AND STAY AWAY FROM THIS GUYS I don't know what got into me I know when a sales man knocks your door is never good I plan to spread the word as much as possible Facebook, YouTube Craigslist ”

“  Mom is a 78 year old woman lives alone on a fixed income.She has recently received an unfriendly phone call threatening to disconnect her power due to late bills.It is winter, Mom very confused and worried.She made the switch to save money ,so she thought. Power usage increased four times in a month. I don't think so. "Lady pay us 150.00 dollars or we'll shut off your power!!" maybe your using too many heaters in your house." We still haven't received your money."She was told. They did shut power off for a few hours,they received money so power is back on. Her bills don't show her being behind on bills,it shows usage increased four times than normal she lives alone. there is something wrong with this.So she paid 150.00. next billing cycle pay your normal bill plus 45.00. and again a second time.Total of almost 300.00 for supposedly of non payments.
Entrust Energy this is not good customer service. ”

“  We had to gentlemen show up one afternoon stating we were being over charged by our electric provider. They did the side by side comparsion to show how we were being over charged and told us there rate. I asked about the tdu charges and the sales rep stated that charges would be no more than what we are paying now. So they got 2 birds with one stone because my nephew was standing outside with me. Our first bill was about a 100.00 bucks more than what we normally pay. About 80 bucks went to the tdu charge. I called the customer service line and informed them off the high tdu charges and the Lady explained that the tdu was high because we just switched over and it should go down by the next billing cycles. WE HAVE YET TO SEE THE TDU CHARGE GO DOWN. THIS COMPANY IS A SCAM THE DOOR TO DOOR SALESMEN WILL FLAT OUT LINE IN YOUR FACE JUST TO GET YOU TO SIGN UP. ONCE YOU HAVE SWITCHED OVER NO MATTER HOW MUCH YOU COMPLAIN THE 300. EARLY CANCELATION FEE WILL BE CHARGED. WELL THEY MIGHT WAS WELL GET READY FOR A SLOW PAY CANCELATION FEE. HOW'S ABOUT A DOLLAR A MONTH. PLEASE AVOID THIS COMPANY ”

“  I HAVE BEEN WITH ENTRUST FOR A YEAR AND FIVE MONTHS.. LAST MONTH (DEC 17 2013) AS MY FAMILY AND I WAS SITTING IN THE LIVING ROOM, THE LIGHTS WENT OUT. I LOOKED OUTSIDE FOR NEIGHBORS, NONE WHERE OUT.. I CALLED ONCOR TO CHECK FOR OUTAGES.. THE MESSAGES THAT CAME FOR MY ADDRESS WAS THAT AT THE ELECTRIC COMPANIES REQUEST, SERVICES WHERE DISCONNECTED! IMMEDIATELY I WAS UPSET.. OUR BILL HAD BEEN PAID IN FULL. SO I CALL ENTRUST AND I WAS ON HOLD FOR OVER 40 MINUTES AND FINALLY SOMEONE ANSWERED THE PHONE AND I BEGAN TO ASK WHY WAS MY LIGHTS OFF. THE YOUNG LADY PROCEEDS TO INFORM ME THAT SOMEONE AT MY HOME REQUESTED FOR ANOTHER COMPANY TO PROVIDE SERVICES.. NO, NOT TRUE AT ALL BEING THAT MY HUSBAND AND I ARE THE ONLY TWO ADULTS IN THE HOME.. CHILDREN 7 AND UNDER IN HOME.... LONG STORY SHORT.. I ASK FOR A SUPERVISOR, WHICH WAS RUDE AND UNCARING AND I HAD TO REPEAT EVERYTHING THAT I TOLD THE PREVIOUS REP. OH DID I SAY I HAD TO WAIT 15 MINS FOR THE SUPERVISOR? SO THE SUPERVISOR SAID SHE WOULD "TRY" AND HAVE MY LIGHTS BACK ON TODAY! I SAID MA'AM THAT IS TOTALLY UNACCEPTABLE DUE TO THE FACE THAT I HAVE TWO, COUNT THEM TWO PEOPLE THAT ARE ON OXYGEN MACHINES AND WE HAVE TO HAVE ELECTRIC Y BACK ON TODAY AND FAST. AGAIN SHE SAID SHE WOULD "TRY" AND NOT VERY CONCERNED WITH MY ISSUES.. SO I HUNG UP AND CALLED MY LOCAL STATE SENATORS OFFICE WHERE A NICE LADY WAS VERY CONCERNED AFTER ME TELLING HER WHAT HAPPENED.. SHE STATED THAT SHE WOULD CALL THE COMPANY AND SEE WHAT IS GOING ON.. WHILE I WAITED FOR A PHONE CALL BACK.. THE SPIRIT OF GOD UNCTION ME TO CALL ONCOR BACK AND I PRESSED THE SELECTION FOR EMERGENCY AND DOWNED POWER LINES.. A LADY ANSWERED AND I BEGAN TO EXPLAIN MY SITUATION TO HER ... NOT EVEN TEN MINUTES WENT BY SHE STATED SHE FULLY UNDERSTAND AND SHE WAS SO SORRY FOR ALL THAT HAS HAPPENED.. AND WHILE I WAS TALKING WITH HER, THE LIGHTS WHERE BACK ON.. SHE EXPLAINED TO ME THAT MY SERVICED PROVIDER HADN'T CALLED IN TO REQUEST SERVICES TO BE RESTORED AND I HAD TO CALL THEM BACK. TO LET THEM KNOW TO PUT THE ORDER REQUEST IN... WHILE I WAS ON THE PHONE WITH THE STATE SENATORS OFFICE, THE UNCONCERNED SUPERVISOR FROM ENTRUST CALLED BACK TO SAY THAT MY SERVICES SHOULD BE BACK SOME TIME TODAY.. I EXPLAINED THAT I CALLED ONCOR AND THEY WHERE ALREADY BACK ON.. THANKS! LAST NIGHT 1/8/2014 I WAS ON HOLD 45 MINS. ONCE AGAIN DUE TO THE FACT WE RECEIVED A TERMINATION NOTICE FOR THIS MONTH! WOW! REALLY ENTRUST.. WE PAID OUR BILL FOR DEC AND UNKNOWINGLY MY HUSBAND PAID OVER $225.00 WHAT WAS DUE. SO WE SHOULD HAVE ANY TERMINATION NOTICES IN FACT WE SHOULD HAVE ABOUT $126.00 IN CREDIT... THE SUPERVISOR BEGINS TO WEAVE HER WEB OF DECEIT AND SAYS, AFTER WE CREDITED THE $300.00 EARLY TERMINATION FEE THAT WAS NOT AT YOUR FAULT YOUR BILL FOR JAN IS 99.00 OK LADY WE SHOULD STILL HAVE $126.00 IN CREDIT.. NO YOU ONLY HAVE .30 CENTS IN CREDIT! NO LADY YOUR WRONG, I HAVE A CALCULATOR AND YOU NEED TO CHECK YOUR FIGURES.. SHE SAYS HOLD ON.. SHE'S GONE FOR ABOUT 10 MINUTES TO ONLY COME BACK AND SAY WELL YOUR BILL FOR FEBRUARY IS $100 AND SOMETHING DOLLARS!!!! I WAS LIKE WHAT???? ARE YOU SERIOUS! MA'AM WE ARE STILL IN JANUARY AND IT'S ONLY THE 8TH OF JANUARY AND BESIDES WE DON'T HAVE PRE-PAY ELECTRICITY!!! BY THEN I'M REALLY UPSET AND HAVE A VERY BAD HEADACHE!!! LIKE I DO NOW FROM JUST THINKING ABOUT IT! I TOLD HER THAT I WOULD REPORT THIS ALSO TO THE TEXAS PUBLIC UTILITY COMMISSION ALONG WITH REPORTING THEM TO THE TEXAS ATTORNEY GENERAL OFFICE FOR THEFT BECAUSE THAT'S WHAT U HAVE DONE STOLEN MONEY! YES, MY HUSBAND PAID WAYYYYYY OVER THE AMOUNT DUE BUT THAT GIVES YOU NO RIGHT TO STEAL OUR MONEY! GOOD BYE! ”

“  A YOUNG LADY CAME TO MY DOOR AND I WAS TIRED OF PAYING HIGH PRICES WITH TXU SO I WAS LET ME GIVE THIS COMPANY A CHANCE WITH OUT READING REVIEWS OR EVER HEARING FROM THIS COMPANY.SO THE FIRST TWO MONTHS WERE $90 WHICH IS BETTER THAN WHAT I WAS PAYING WITH TXU $160 OR SO....SO I WAS LIKE MAYBE THIS WAS NOT A BAD MOVE SO MY THIRD BILL CAME IN (NOVEMBER) AND IT WAS $230 AND IT WAS THE MONTH WE DID NOT TURN ON THE AIR OR HEATER BECAUSE THE WEATHER WAS JUST RIGHT...SO I DECIDED TO LEAVE THIS COMPANY BUT THEY MADE IT SO DIFICULT TO LEAVE EVEN THOUGH I WAS NOT UNDER CONTRACT OR ANYTHING...PEOPLE DONT WASTE YOUR TIME AND MONEY ”

“  I signed up for there services one afternoon.That night i looked at their reviews.Could not get in touch with them that night but called the next morning to cancel.I got the runaround after waiting a long while on the phone.Now they tell me thst it is giong to take 21 days to get it switched back to my old compamy.PLEASE AVOID THIS COMPANY LIKE A PLAGUE!!!!!!! ”

“  This company hires garbage people, to sell them a garbage product. Might as well be MLM. Be prepared to be offered the world (when they offer you a job). Do yourself a favor and run.

As for their customer service and billing? Forget it. Customer service does not know what the word polite means. They are crude, rude, and of no help. I needed three days extra to pay my bill, I have NEVER encountered a company who had a problem with this. Entrust did. They would rather shut me off and have me sit in the dark and cold for three days than offer a courtesy to their customers. They will shut you off as soon as legally possible to be able to collect there $60 in excessive fees.

Now, for those of you who would tell me not to get in a situation where I am late, I was very clear with entrust upon signing up that my bill date NEEDED to be after the 15th because of the way payroll is. They were so kind as to absolutely ignore the request after promising up and down it would not be an issue. Now that I have called, and reminded them multiple times that I requested for my due date to be after the 15th, they are absolutely unable to do it. Also, will not do business with the sales rep be she with entrust or any other company. Carla Sue. She will mislead you. ”

“  This has been a huge mistake!! I have had hell with this. Wish I had never let Entrust come into my home. Still trying to fix the mess it caused!!!! Horrible..... Just horrible. ”

“  We had a rep come to our door promising a fixed rate of 7.3, but my avg since I signed up has been 10.8!! Received the first bill, outrageous because obviously I did not get the rate I was promised and not only that, CHECK your TDU Delivery charge. It has not been less than $80 on any bill and the last company I was with it never went over $20. Customer Service needs some training in customer service. Very rude and refused to put a manager on the line when I requested. Horrible company! ”