“ I was a customer with this company for last 5 yrs. when it was time for my renewal, I called the CS and asked for better rates, so they offered me a plan saying there is no fees or additional charges or no minimal charges. I accepted because rates were very competitive. Only after I got my first bill I understood that they cheated me to get a plan which had TDCU charges separate from energy charges, that means, I have to pay more than double what I was told my plan charges will be. for example, i thought I agreed for 11.4c per kwh but I have to pay 24.37c per kwh because TDCU charges and taxes are billed separately on the same bill. ”
“ I give frontier a zero star rating prices are great but with that their services are horrible, customer service? There is no service, only time I ever can get a hold of them is when they disconnect my power. I myself work 16 to 17 hours a day always out of town for work their suppose to email me my bill but never got a email once just paid a 231.11 bill and their still charging trying to charge me another 285.00 because I've had no service with them in two months called customer service they told me my power would be on in 2 to 4 hours but still no power talked to a supervisor and he told me to call back tomorrow because my account was suspended but yet they still took my money and said my power would be on but again it's not, so pretty much they've stolen my money or robbed me whichever way you wanna see it as, so no I would not recommend this power company to anyone, be smart on who you give your account number to because you'll get scammed just like I did ”
“ Wish I saw this website and read the reviews before doing business with Frontier Utilities. If you visit the physical address Houston, they'll tell you to call instead.Submit a complaint to the president and CEO, James Hellus. No response. ”
“ I switched to frontier due to this was available in my area. It seemed to be a good choice. NO WAY first bill was 298 dollars. I am hardly home, lights hardly ever on, no kiddos righty now for the summer and yet here we again with a 278 bill. I did not go over the kilo watt usage yet still have a 85 extra dollars in some sort of fee. I dread my bill when my kids come home. I almost want to just get out of the contract. I have NEVER had to pay any type of extra fee with my previous utility companies. I called to ask questions and yet they were not helpful at all. I am a single mom and it is beyond ridiculous that I am having to struggle because of this bill. AC never set low because I am always cold so I am in awe ”
“ Frontier is the first billing institution I know that refuses to give clients a fixed due date. Payment dates change from month to month. I can't help but feel that this is done intentionally to confuse clients so they can charge the $25 disconnection fee. Goodness, the disconnection letter goes out on the due date. And don't even bother calling customer service, you are on hold for 30 to 45 minutes, and when you finally get an agent, they put you on hold to review your account and you get disconnected. Can't wait for the year to be over so I can switch service.I am telling everybody I know to stay away from Frontier Utilities ”
“ My bill tripled and I called to figure out what is going on. The wait time was long, but the representative that I talked to was quite pleasant. It became clear that the representative was not able to go "off-script" and was unable to help me. They said I have a smart meter and that there is a charge to get someone to check it. I asked to speak with a manager to see if they could send someone to check the smart reader. I was told that I was added to the queue and that someone would call me back. That didn't happen. After several hours, I called back to find out that being in the queue means a call back several days later. OK, that is fine, except for the fact that a manager never called me. At this point, I am almost at the end of my contract so I decided that they weren't worth fighting with and that I'd give in and pay the high rate until my contract ends. Like I said before the people that you get on the phone are nice enough but the internal policies are so horrible that niceness isn't going to cut it. Do NOT get these folks. If you EVER have a problem, it will be a nightmare and they will liekley charge you for it. ”
“ when my usage of energy keep low in winter, the price looks good. When the usage increase to 1000kwh. THEY CHARGE YOU DOUBLE!!!!. My bill in Aug turned to $220 and $100 for AEP, $ 120 for them. Don't use them! it's a trap. Even though you cancel it. the supplier would not disappear until two bill cycle. ”
“ Been here 7 years know how the game works. Let just say this company is awful. They say and show ya great rates then you sign up with them only to be ripped off. My 6.4 rate isnt happening its 10. Pay attention to fine print. This is the highest bill I have ever ever had and I have 9 more months with them. Dont use them go someplace else. Horrible misleading utility company. Horrible..... Take your business elsewhere. ”
“ Extremely dishonest for 1 year my utility Bill was the same down yo the penny 149.62 even when utilities were turned off for vacation,. ”
“ The worst experience I have ever had trying to purchase or sign up for anything. I was trying to switch from my current electricity provider to Frontier through centerpoint truecost but to my bewilderment, I received an e-mail that a deposit of $400 was required before they could sign me up. The e-mail went on to say that the decision was based on my credit risk which they indicated to be zero. I thought a risk of zero means no risk at all but they went on to write that their score was derived from Experian credit risk score that goes from a range of 1-999. See below."Thank you for your recent application with Frontier Utilities. We would like to take the opportunity to explain why a security deposit was required to establish service. Your application was processed by a scoring system that assigns numerical values to the various items of information considered by Frontier Utilities in evaluating an application. These values are based upon an analysis of a large number of customers and their historical information. The information you provided in your application did not score a sufficient number of points for approval without a security deposit. The decision was based on the following reasons:Your Tele-Riskscore: 0Date: 03/26/2020Scores range from a low of 1 to a high of 999.Score Reason(s): Insufficient credit history."I don't understand how someone with a FICO score of 848 out of 850 from Experian could have insufficient credit history. I signed up with a different company instantly without a deposit. ”
“ Short and fair: Beware of Frontier's handling of its online account signup promotions. If you use a date-valid promotion code, the application will go through while ignoring the code WITHOUT ANY WARNING. When you follow up, you'll spend hours on multiple calls - local & international - and you'll hear as many contradictory explanations to deny you the promotion as there are Frontier agents. It's a classic example of "how to lose customers' loyalty on day 1 of the relationship". In fairness, there is no cancellation fee, if you decide to keep looking without waiting for the end of the term. Regrettable. ”
“ Did not know this before I signed up for Frontier if I had of I would not had chosen them I was one day late and they send you a letter of disconnection notice charges you 20.00 for that and then chargers you late fee on top of that because I had missed the cut off I got charge $ 33.43 on top of my bill for being one day late I so glad that my contact is up with them this next month. The renewal is double to what I was paying so BYE BYE FRONTIER ”
“ If you have bad credit or low income, you will most likely be conned into their prepaid plan. You can expect that your payments must be at least $20 each time you make a payment. Not $10. Not $5. Even if you pay twice a day. You must pay $20 each time. Expect to pay at least $120 a month per every 200 square feet. You will not be able to speak to a rep in the US, and it is extremely difficult to explain anything not within their basic understanding of English and prewritten script. They do not give prepaid customers bills and you are given 24 hours or less notice by text (if your phone gets the text) of a disconnection the next day. You must have enough prepaid by Friday morning to get you through the weekend to Monday. If not, your utilities will be disconnected Friday morning. They will not hold disconnections despite medical conditions either. Bottom line, the less your income the larger your utility bill. ”
“ This company might have been good in 2017 but unfortunately I signed up with them Aug 2018 and it has been a nightmare. It makes me wonder if these reviews are false. I could not get a bill from them, they turned off my electricity, when I tried to phone to get everything sorted they have never been able to correct the problem. They would phone me saying they will get it all straight/sorted/corrected and I could never get in touch with the person who phoned me. Finally I went with a new company for my own sanity's sake. They have now turned it over to a collection agency. I find all of this extremely hard to believe from someone who has excellent credit and just wanted to pay their bill. I think they're going through some tough times and I would NEVER recommend this company. It's fine to make a mistake but have the skills to make it right and let the customer talk to someone who can actually problem solve. ”
“ They will promise to help you save. Its the fees they charge that get you. When u sign the contract with them. They know u cant switch without paying that very high cancellation fee. So they start with $20 fees here $6 there before you know it. You are paying an average of $34-$96 in fees more every month on top of your electric usage ”
“ I use gas for my heat. So, for 5-6 months out of the year I do not use gas. However, they hit me with a supplier charge of 9.95 every month when they did not even supply me with gas services. They make it very easy to switch to them with a low rate but they get you elsewhere. Customer service was horrible. They were like robots. You ask to speak to a manager and they state, "let me see if I have someone" How do you not know? Because you are transferred into a queue. But I guess at this point they were not worried about who I needed to talk to because they got 50.00 from me for supplying me with nothing. The right thing to have done was to at least meet half way and provide a good customer service solution. ”
“ The first 12 months we had a great rate, then we found out what they do to make money. They said they notified us by USPS mail about the contract expiration. I wasn't emailed or called about the contract expiring, so they billed me the out of contract rate for a month at +$400 (my bill is usually 170 or less). I called to see if they would correct it, and they would not. I was offered a small deduction, but they wanted me to sign a new contract. The new contract would increase my bill by $85/mo. I refused to sign any new contract. New customers get the really nice prices listed on their website. Existing customers are not offered anything close to the pricing for new customers. Now, they will get nothing from me. No one really cared about keeping me there, including multiple account managers. It took me 5 minutes to switch companies. ”
“
Had a team come to our hosue, show us paperwork and breakdown the electric / gas bill for our Duke eneregy bill. Showed us exactly how the bill would be changed, and told us to "say yes on the phone" to the people at duke to change the service.
Our bill we were told would be 20 dollars cheaper a month.... IT INCREASED BY OVER 125 a month. Considering a class action lawsuit against this company for its consumer fraud and unsafe business practices.
DO NOT DO BUSINESS WITH. ”
“ I have only been using Frontier for about 2 months now, and the service itself has been adequate. However, the customer service, online interface, and billing process have all been negative thus far. I had to call (2) separate times in one week to update my contact phone # since that function is not available on the online portal. The second time, they input a nine digit # and I had to call back to have it updated again.Regarding billing, I have autopay set-up, which drafts on the day the bill is due. An invoice was issued earlier on the same morning, reflecting that I had not paid my previous bill even, though it auto-paid later that same day. The online portal shows the Invoice as unpaid, but the Paid status shows it as paid, and I confirmed that it was paid over the phone. Both misleading and confusing how the (2) different tabs on the online portal show different information. Also, I don't understand why an invoice would be issued prior to the auto-pay on the same day, making it appear as though the customer was late on the previous month's payment.Finally, there was an overlap in service between my apartment and home, so I was paying for both locations at the same time, and had requested a specific cut-off date for the apartment at the time of setup; we were not told that any additional information or requests would be required for this future transaction. I called back, after that date to confirm that service had been cut-off to the apartment, and it had not and customer service had no notes or recollection of this conversation. They claim to have put in the request, but insisted that I would receive a paper copy of the transaction in the mail, as opposed to an email (which they have on file). At this point, I have limited trust that they will complete these actions correctly, and in a timely fashion. Which will most likely require more phone calls and more frustration.To sum up, the electricity itself has been fine, but any human/website interaction so far with this company has been very disappointing and frustrating. ”
“ I have a small studio apartment and was paying around $50 per month in the summer. In the fall it decreased to about $40 per month. Just switched to Reliant and am saving about 15 to 20 dollars per month with an energy conservative plan. ”
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