Cirro Energy Inconsistent With Electricity Facts Label Terms Disclosure

“ 
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: service@care.cirroenergy.com, 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? ”

---

Cirro Energy responds October 29th, 2018:

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

I paid way to much for my electricity with Cirro

“ 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. ”

---

Cirro Energy responds October 19th, 2018:

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Cirro Signed Me Up for Unauthorized Onerous Plan During Transfer of Pioneer Buyout

“ Nature of complaint: Contract Issues
Problem description:
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.
Desired Outcome:
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!! ”

---

Cirro Energy responds September 28th, 2018:

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

They purchased my account from another company..been with them for the last 3 years

“ 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. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

ordering experience was a nightmare

“ 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. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Cirro

“ 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. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Terrible customer service and scam with all their extra charges

“ 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. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

They sell you a fantastic plan and as soon as you get on it they change it!

“ 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.  ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Poor billing and customer service practices

“ Came home yesterday to find our power had been shut off, which I thought odd because we had just paid our bill via bank draft. Called Cirro, and representative stated power had been shut off due to non-payment. When we explained that we had paid, even showing proof that the money had come out of our account, customer service still stated they did not see a payment. We received no notice ahead of time of delinquincy (which we weren't) and no notice of warning of shut off). We paid the bill a SECOND time while on the phone, via debit card, and they sent a work order to Centerpoint to turn the power back on. However, because it was after 6 pm (or 5:30, depending on who you asked) there was no guarantee that the power would be back on that evening. Multiple different customer service agents told us multiple things about whether the work order was priority or not, whether Centerpoint had 2 hours or 24 hours to turn power back on, etc. They could not even tell whether Centerpoint had received the work order (Centerpoint stated for the entire evening that it was not received). The lack of communication between the two companies, and the disparate information coming from alll of the agents, was astounding and disappointing, and we will be looking for another power company as soon as possible. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Do Not Use Cirro

“ I switched to Cirro because my brother recommended them. Big mistake. I signed up during a good promotion of 8.3 KWh in February. I called to ask questions. I was going to sign up for web exclusive. The rep said she could do it for me so I did. (Don't believe them because they will mess you up.) I thought everything was set up for March 13. On March 12th I found out that my contract was cancelled. I called and spoke to someone. I was having a bad day. The rep said a mistake was made and it was cancelled because the utilities commission thought there were 3 TXU accounts. So I asked about signing on line to get the Web exclusive. I wanted the $50 credit for the first bill. As the guy was talking he gave me a different plan and I wasn't paying attention. I received an email that stated I had the web exclusive plan. To make a long story short, I was signed up to a different plan. Part of it is my fault for not paying attention but I got the email that said it was the web exclusive. When I spoke to Cirro about it, the supervisor didn't want my email. He said the voice conversation said I agreed to the smart secure 12 plan not the web exclusive. (I think he didn't allow me to hear the whole thing because I know I mentioned the $50 credit.) You would think because of the misunderstanding, I would be given some kind of discount. Now no discount and a higher KWh. I should have stayed with Ambit. I(Since I see the low reviews for Cirro, I am going to drop them when contract is up.) ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Use your power to choose!!

“ website has glitches. Call the 800 number and you will either get disconnected or it will be busy most of the time.
I've been with them for years but it's all about making money, not service. From now on I will choose a provide who values SERVICE...isn't that really all they have to sell? They don't produce power, they don't own the distribution lines...it's ONLY service...choose wisely! After having my electricity turned off due to the website not working and then getting a busy signal when I called the 800 line (after being disconnected) I'm moving on. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Cirro Jacking Up Prices

“ After paying 7.4 cents for the last two years, Cirro raised my billing by 2.5 cents per kw! That's a $90 upcharge for the bill. No notification, period. And then while checking out my billing online, I see that they have jacked it up another penny per kw again for the next bill.That's a $115 upcharge from my previous rate. THIS IS OUTRAGEOUS!. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Don't use Cirro Energy

“ I have been a wonderful customer for over 2 years. But if you need any plan shorter than 12 months you are majorly screwed and they don't mind it one bit. More in their pocket and the 2 years of being a great customer means nothing. If they can screw you, they will screw you. Simple as that. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Money not being paid to correct accounts!

“ We have had Cirro for many, many years! I have been paying for two different properties with one check for YEARS. I have had NO problems when my payment went to Dallas. Since October,2017, they have messed up the payments. I write on checks which property goes with which amount. Plain an simple. Right? Wrong. They have messed up our two properties Oct. Nov.Dec.an now Jan. I have talked 1to 1 1/2 hours on phone Oct, Nov., Dec. an this month. I also sent them what checks were wrote. How much monies went to each property. I also wrote the date they ran the checks thru! We are paid in Full for both properties, but they keep putting money to other Accounts!!! They keep sending out Cancel notices, which if happens they will be sued an pay expenses! We are paid in FULL for both, if they would just READ CHECK! Since this happened I guess good came from the mess. We switched an will be paying 3 cent LESS a kilowatt. An only a 4.50 extra fee. Wont be paying as much an less Agrivation! YES! I would not recommend, has done a Loyal Customer that paid in Full an on Time wrong!! ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Very poor Service

“ Very poor service. They got my address wrong ,wrong meter than they turn my lights off. REALLY ! ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

3 Years Loyalty Means NOTHING

“ I have had service for three years with Cirro, and the auto-renewal did not work, and I was not notified of the kwh doubling in December. SO, I had a $949 electric bill instead of the normal $450 one. I just switched all my rentals and home to TXU, their customer service SUCKS! I will never use them again, and will recommend all my tenants stay away from them. Pretty sad, when customer service is what attracted me to them in 2015. I asked for credit of the overcharge, and would renew their contract.....NOPE - and the supervisor was also NOPE. NEVER AGAIN. HATE Cirro!!!!!!!!!!!!!!!!!!! ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Worst provider !! Dont use

“ Used for over a year. High rates, poor customer service. When I took the line they charged me $ 200 as deposit. I have disconnected the service in August, 2017 and yet to receive my deposit money. Called few times they say they have send a check. But I have not received anything. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

No problems

“ We have CIRRO for years now and have been pleased thus far. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Reliable and Good Pricing

“ Cirro Energy provides a good pricing plan with reliable service. The customer service representatives are friendly and respectful. We have been pleased with this electric provider! ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Not worth

“ bad customer service. they will not let you cancel your service. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

The Worst Energy Company

“ This is the worst energy company in Houston! This company is taking advantage of hurricane Harvey victims that have been displaced. They have continued to charge us for days after the storm hit when we had no electricity and we called to shut it off! Shame on you! ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Unethical company

“ I have been with Cirro for many years. I just got my bill and they raised my rate by 36%!!!! They claim they notified me they were going to do this, but I never saw anything. They refused to correct the bill. I asked to speak to the CEO and they said they didn't know who he was! ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

STAY AWAY!

“ These guys are bill switching and generating late charges pros. Guessing they generate a large portion of profits by 'billing' practices which appear designed to generate off erroneous late fees . Every issue is instantly the fault of a '3rd' party. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

not trust worthy

“ I was cirro energy customer 2010 and 2015. They had a web site upgrade during feb or march in 2015. During the web site change, my credit card payment did not go through. I manually pay the bill later. Their miserable payment system did not treat my payment (late a little because they web site) and refer this to debt collecting agent. They also keep changing the debt collecting agent. I think I may already pay the same amount twice, they still don't treat my payment as full. So you are going to be a customer, you need to keep your paper payment at hand no matter how long. I sure did not. That's why I may have to pay third time to avoid debt collection, which shout not happen at all. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

SCAM to collect extra cash flow via late fees

“ Amazing, i was with Source for 2 plus years. Had been on average monthly billing / auto-pay for 2 years. This racket hijacks the account with allegedly only the info as to to where to send a bill.

Firs bill get is via snail mail (late) , double monthly bill for past 24 months and a LATE fee. Allegedly, no info was transferred over , really, you pick up tens of thousands of customers with no history ... really.

I am betting the officers are laughing out loud at how they did a switch and then added late fess to all those that had auto-pay each month. Bet they are already planning how to spend increased bonus and hundreds of thousands if not millions in late fees. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Billing is a nightmare

“ Was switched to Cirro after they apparently took over Source Power. They never send me an actual bill just a notice they are going to disconnect if I don't pay. Web site is not very user friendly. I thought I was signed up for automatic payments but apparently there were several steps involved besides providing banking information. Last company provided weekly info about my usage and I never once had a billing problem with them. To bad I just renewed before Cirro took over. Guess I'm stuck with them for a year. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

No renewal notice and rates sky rocketed (from $200 to $500 for one month!!)

“ No renewal notice. At least Stream Energy sends you a notice in advance and offers you another plan and allows you time to change carriers or elect another plan. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Fraudulent Billing - Debt Collection Agencies

“ I canceled my account with Cirro two years and paid it in full. Cirro even confirmed this over the phone and sent me a invoice titled Final Bill. In the past two years, I've been contacted by two collection agencies which claim I owe Cirro money. The first company closed the account because they couldn't substantiate it - since it was paid in full. Two years later, I have received a notice from a second collection agency. Do yourself a favor and stay away from Cirro Energy! ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Worst Customer Service in the billing department EVER experienced

“ I have one year left on my foolish 2yr contract and I am considering paying the penalty to leave. The long and the short of it is I had auto-pay set up through my debit card...which was hacked TWICE. Each time I called and laboriously explained what had happened and I need to pay the account but would be getting a new card in the mail. You just know when the lights are home but "nobody's home" when you get a representative that obviously dislikes their job....and this happened each time I called. By the 5th call they refused to accept my debit card any more but would accept my bank account number...but I had to input it myself on the website which I had to beg to speak to a supervisor to explain they had me locked out of the website. Finally a supervisor begrudgingly unlocked the website long enough for me to input my account information. As my next due date approached I kept watching my bank account and the payment had not been withdrawn. so once again I called the service dept. I started off asking for a supervisor and the young lady refused to connect me. I tried to explain the situation to her and she said not worry the payment would come out on the due date. I explained that "today" is the due date and she assured me it would come out. 2 days pass... I called back and spoke to a relatively nice man and he informed me my payment did not go through because there wasn't enough money in my account...which was ludicrous. He did let me speak to a supervisor who apologized to me every other word but told me I was blocked for bank card or back account ...so I asked to please verify the number that was input...Sorry he couldn't see the number just the last 3 digits. I had to go to the website and verify it, but I protested I am locked out and cannot verify. After my desperation was finally clear to him he released the account for that one payment but told me I was now going to have to pay my account in person at Walmart or Kroger...so I begged to be released from my contract. I told him it was obvious they really didn't want me as a client so please release me...no can do he said...If you are thinking of Cirro...just say no!!!! ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Poor Billing Service

“ As soon as I joined they had an issue with my credit card, and kept trying to reprocess a bill for $77. After two failures they hit me with - "we cannot accept any credit card payments from you for at leas 6 months." My credit score is >800 and I've used Cirro service in prior years. This has been such a hassle. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Don't do it

“ Source left the residential market, and transferred me to Cirro. Their version of average billing is not average billing. Callbacks promised never happen. I was put on hold for 25 minutes today after I asked for a manager.
Would not waive cancellation fee so I could go elsewhere, yet they cannot provide billing platform I had when they acquired my account. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Don't go with Cirro...

“ I submitted the request on 5/25 for a switch effective 5/31. I received confirmation e-mails from Cirro and Texas Electricity Ratings. As of 6/7 the switch in providers had not occurred and I could not create/access my new Cirro account. I called Cirro and was told there was an error i the system and my switch did not go through. Rep could not seem to understand my frustration and why the switch failure was not my fault. He asked me to re-submit request. I advised it was not my fault and I would not, he would affect the switch. He confirmed via telephone voice recording the switch to Cirro. I subsequently received confirmation from former provider of my selection to remain. I also received confirmation from Cirro of the switch. I have written Cirro Customer Service twice. Finally, on 6/27 my account was switched to Cirro. As a result of Cirro's failure to execute my former provider billed me for an additional month.
I am wholly unsatisfied with Cirro and their ability to provide adequate customer service. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Worst experience EVER

“ Do not be taken in my their door to door guys. They sounds great. However I had to call the company, luckily, for a second meter that the rep promised to fix and just dropped. They would not honor what their sales rep promised or even get close to his promise. I spent two hours on the phone to finally get a promise for a supervisor to call me. No one has and its two days later. I changed my first meter and am so glad TXU called me and actually beat their rate by 2 cents a kWh for both meters and got it transferred back. Be very careful when dealing with these little energy companies. The big ones can beat their rates and have been around a long time. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

The worst!!

“ I'm so happy i dont have to deal with this company anymore!! Alot of hidden fees and the bills are outrageous. When you call they are no help and have no respect for their customers!! I would never recommend Cirro, NEVER!! I just went back to Bounce Energy and got my first bill in the mail. I cant believe i ever left them. Do not get Cirro!! Please do you research before committing yourself to such a horrible company! ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

I am done with cirro Energy

“ I would never recommend this company to anyone.First year it is average but if you renew 2nd time it was awful . So expensive. Before the first time contract end they send lots of email for reminder, after that I renew for three months they did not send any emails before contract end. I got surprised when I saw the bill. I ask the costumer service they told me your contract end and it starts monthly plans.My usage less but I paid more $25 dollars . ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Zero energy - how appropriate!

“ This company must not have a phone, because after being a loyal customer for years, they shut off my power without notice. I had my account set up on credit card auto pay, and after I lost my card I forgot to update the number. 2 weeks after the due date for the payment, they shut off my power without notice. No phone call, no email, and just an innocuous looking piece of paper that looked exactly like the notice they would send to report that my credit card had been charged. CIRRO ENERGY IS THE WORST POWER COMPANY IN THE WORLD! DO NOT USE THEM! ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Poor Customer Service

“ OnCor made a mistake when changing my meter and transposed numberss resulting in my getting someone else's electic bill. Cirro would not budge in helping make a payment just telling me I had to pay the entire bill.$500 for a 1 bedroom aprtment when my bills have never been over $200 and mostly beneath that. They (Cirro & Oncor) even admitted the situation was not my fault. (After to speaking with Oncor to be sure I was telling the truth) Had to forgo an airline ticket to see my dying father so I could pay their bill or be disconnected;l What a way to treat a long time customer of 10 plus years who has always paid her bill ontime and in full. Very poor service!!!! (Oh, and try not to have your customers on hold for 15-20 minutes) When you get the correction from Oncor you better give me the full credit back including the $10 you charge to send out a disconnect notice. I'm going to be sure everyone knows how poorly you treat people. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

WORST Utility Co. EVER

“ This is a horrible company.. they charge a stupid $10 fee to send you a disconnect notice even if you're 1-day late on paying your bill for the month. This $10 fee is in addition to the late fee(averages $4, dependent on the total balance) and the regular monthly charges. There's NO grace period from when you're bill is due to when they issue this stupid disconnect notice and charge a whopping $10 to mail you something that likely costs less than $1 to print and send via USPS. Then, they told me I'd be charged $200 to cancel the service even if I cancel 1-day before the contract expires..... smh RIP-OFF, don't sign up! TRUST ME ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

I'm finished with Cirro

“ Cirro Energy is not the company it once was. I liked them when I first signed up, but things have gone downhill. The problems began when I moved to a new residence. I transferred my service to the new home, and endured endless problems with billing. The previous owner of the home also used Cirro, but didn't properly cancel the service like they should have. Cirro then tried to get me to pay their bill, even after I sent them documents showing the precise date that I took over ownership of the house. Worse still, their customer service department repeatedly gave me inconsistent answers to questions and could not resolve my problem. They made promises, then failed to keep them. I am finished with them as an energy provider and plan to find someplace better. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

I love cirro

“ I love cirro,!!! Cheap bills!! Only criticism is that that on or charges are more than my bill sometimes! But over all no problems!! ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Hidden charges come back later

“ Transferred service to another company and, at the time, was assured all was paid up. Over a year later, I start getting calls from a collection agency. Turns out Cirro had additional charges they neglected to tell me about. Now it's too late to go back and challenge. Poor customer service. STAY AWAY FROM CIRRO!!! ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Customer Service & On Line Bill Pay

“ I payed my sons bill on line on July 18, 2016 with my Master Card. The payment was deducted from my bank account on the 18th of July. I received an e mail from Cirro with payment confirmation on 19, 16. His power was turned off on Wed. July 20th. Even though I had all payment confirmed data they could not locate payment. To get service restored I had to pay the bill again and pay a reconnect fee.
There is a serious problem in their payment Dept. Their Customer Service people are very nice , however their payment Dept. leaves a lot to to be done. I spent over one hour on the phone with customer service to be told I must pay the Bill again to get service restored. You can make your call if you want to do service with this company. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Pay your bills on time like most normal legit people & everything will be just fine.

“ Have been with Cirro for about 2 years & no problems. You get your Cash back Credit on your first bill. Really great rates with a cashback credit or a monthly bill credit. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Reviews are spot on

“ WOW, a lot of reviews are spot on! Cirro has been the worst provider I have ever had in my 27 years of paying the electric bill. I happened to find this web site as I was searching for a new provider.

Go with anyone but Cirro. I have been paying more per KWh and terrible customer service. If you miss the due date they charge 10 dollars plus a late fee.

They will cut you electric service off within 24 days of the end of billing cycle. I missed one month payment, do to my oversight. Before I got the next months bill they had already disconnected power. Unbelievable!!!!

If you are late with a payment expect to be gouged with a "disconnect notice fee" yes a 10 dollar notice for letting you know you are passed due plus!!!! the usual percentage for being late. I understand the need for timely payments but to send an email to you they charge ten dollars!!!! ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

DONT USE

“ DONT CONTRACT THROUGH THEM! BAD CUSTOMER SERVICE and in my mind fraudulent. We were closing on a house on Thursday May 26th. MOve in May 27th. I called monday afternoon to set up service. The rep talked me into setting up service on thursday the 26th because they have until midnight to turn on power. I wanted to make sure that we had power on day of move in and she said she couldnt guarentee unless I scheduled for the day before. So I did. Our closing date got pushed out as of wednesday evening to Tuesday May 31st. I immidiately called them to reschedule turn on and they said that they could not reschedule, I spoke to multiple people including a Manager named Carlos. They said that I would be billed for set up, and for 48 hours of use before shut off. I explained to them that the sellers will still be living in this house. They basically said that wasnt their problem. So now I am paying for turn on, the sellers electric bill for 48 hours and then the sellers will have to call and have their electric turned back on for 48 hours before they move out. They did not care that I refused to sign a new contract with a new set up date. I will make sure that everyone I know and my realtor knows to not use this company. Their are other companies thay are comparable. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Terrible online experience

“ I was with Cirro Energy for nearly 10 years. On year 8, the credit card that was assigned to the account had been stolen so i had to set up auto billing with another card. I tried to do so repeatedly online. I would get confirmation that it was all set up and "good to go" and then a month and a half later, I would get a late notice fee. Then when i tried to pay online each month, it kept making me pay late fees even when i wasn't late. I asked multiple customer service reps for help, but the answer was always no. I switched companies because of the difficulty I had with Cirro's online auto pay system. Ridiculous! ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Unhappy

“ They very good light company when you pay your bill on time. The bad part is after so many disconnection notices they quick not to give you a payment plan. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Poor Service and Failure to followup and crediting my account

“ They lost my payment back in October and they threaten to cutoff my electricity. To avoid this I may a payment on my credit card. After several phone calls over a month, they found the payment and stated they posted it to my account. However they had charged me with late fees and disconnect fees. after again complaining, they call and stated I was right and they would credit my account for the additional fees and credit my account plus an additional $25 dollars. The means I am to receive a refund which they agreed. Guess what no refund and when I just wen out and checked my account, I was not credited my double payment. Now they claim I owe them. What a company. I will be writing a letter to the PUC to resolve this issue. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Worst business practices in the industry

“ Cirro cut off our energy one Sunday when we were not at home. Bye to a refrigerator load of food. Put the balance on a credit card to reestalish service. Checked my records and we were not only current but overpaid by about $200. Two of our checks were cashed but not credited to our account. It took about a month after sending a picture of the fronts and backs of checks for them to be credited.

To avoid a repeat, I put the account on autopay (bill to credit card). Today I received notice of an overdue bill (not billed to autopay). I emailed for an explanation. Received a request for more info and a non-existent email address to which to reply. Pnoed them and was told I had only today set up autopay (I logged in to make sure I had it with a correct credit card number.)

My wife my well be right that we should switch to a provider with reasonable business practices. Cirro may have cheap rates but the savings is rapidly eaten up by refrigerators full of bad food. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Very difficult to talk to. Superviser not always available

“ Never calls you when the plan expires and You forfet when it is just mentioned as part of the bill. I need a personal call to avoid big increases. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

If you want loyalty... get a dawg!

“ So my 2-year fixed price agreement ended in August.

I take responsibility for not seeing the email that Cirro DID actually send out... between spam and 100's of emails a day, stuff happens.

Wat I don't understand about these companies is that when a contract lapses, and you basically gouge your (former!) customers with crazy month-to-month rates, how many customers are going to hang around?

And then, as the final "adieu, so long", they slap a "Disconnect Recovery Charge" of $25 on the last bill. And THAT's the piece that gets posts like this, along with whatever I can accomplish on Social Media with a few spare minutes during my day.

So, to summarize, I would recommend that () everyone checks when their contracts expire, and (b) check our powertochose.org. Don't hassle yourself with any kind of loyalty to any of these companies... make sure that they know how to do business, and go with the cheapest one out there!

Have a great day!

russ ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Does not keep accurate records of renewal date and not holding to agreement

“ I renewed with Cirro this summer. Understanding my new rate of 8.3kwh. I have received 3 bills and all hate the higher rate. Every c/s rep I spoke to provides a different answer. Once my contract is over I will definitely switch and never use this company again. I may swith before if continue to have problems. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Late Payment Posting

“ I have paid my account thru online bank payment system. Everything was good until the last two months. The bank indicates they submitted the payment for it to be received on time. This work great for 4 months, now all of a sudden they do not pot the payment until two weeks later and after it is due. Poor record keeping in my opinion. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

very happy with cirro

“ I change to cirro when TXU screwed me.my mom is with cirro and also my brother and my friends.great company ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Not good anymore

“ Like others we have been with Cirro for 5 years and have never had any trouble until 3 months ago when I had to contact customer service due to a billing problem. The worst customer service process! Have to enter your account number and address to get to a service rep only to have to give it to them all over again. The service reps have their hands tied and can't help so you have to wait for a supervisor. It took them 2 months to remove a late fee and over 2.5 hours of phone calls...ridiculous. Move on to a different company...they may have good rates but too much competition out there to settle for bad customer service. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Worst Customer Service I've Experienced

“ I renewed August 5, 2015 over the phone at 9.9 cents/kwh and they do not have any record of it. I got my bill for September and it is now at the rate of 16 cents/kwh because they said they have no record of me renewing the contract. This is the 3rd major problem we've had in the last 3 years. I'm switching providers today. I would recommend you go to another provider as soon as you are able. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Listen to the warnings

“ I chose Cirro years ago and have been with them almost five years. I have had endless problems and head aches starting two years ago. I held onto the fact that they were a great company for us before. However, they have gotten ridiculous. It started when they changed the bill date to five days before my monthly payday. I am on a very limited income. I didn't even notice until a few months in when my bill was slightly higher. I asked them to change it, but by then they said they could not because of my payment history. So every month there was a late fee. Then they started handing out disconnect notices two days after the due date permanently charging me the late fee and a disconnection notice. I might add that my bill went up to $160-170 dollars on a plan for a space less than 500 sqft. I don't even have the energy to go through all the twisted things they have done to make extra money at their customers' expense. I will say, I have had up to $190 bill with them and I didn't have a washer or dryer or anything that might use up that kind of electricity. I had another account on another property at the same time 2 bedroom with four people used their $126. A/C all day and night. Three years ago, I would not have thought twice about recommending them. Now my recommendation to those who talk about being with them for several years and happy...just wait. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

renewal not received - excessive month-to-month rates

“ no renewal offer or notice received; month-to-month rate almost double, when contacted, company offered only some credit. renewal rate is fair but past rates TOO HIGH. not very friendly retention staff. at the outset alo, orginal sign up rate was attempted to be bumped up, so i am not sure of this company service.. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Billing and late charges

“ Cirro has some very questionable practices when posting payments to customer accounts.
We pay our bill through our bank and we schedule for it to be paid on the "pay by" date on the bill. Our bank shows our payment was delivered on time. Cirro attempted to charge a late fee because they didn't post the payment until three days later!! Their customer service folks at first refused to remove the $9.65 late fee. After further discussion they removed the late fee but admonished us to pay our bill earlier to avoid future late fees.. So, let's see if I have this right, If we pay our bill on the due date I'm late because Cirro can't post their accounts until three days later. So it's our problem they can't do their work in a timely manner. It's our problem they don't understand that they should post the account to the day funds are received not the day they get around to posting it.
Terrible accoiunting practices and very poor customer service. Oh, and what's up with customer service folks speaking very poor English. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Run Away

“ I wanted to make sure that I got my bill paid on time so I paid my bill excluding $20.00. My thought process was that I would go by the bank an put 20.00 into by bill account and add that amount to the payment the following day. Well of course I forgot and got busy so I did not do that. weeks later I came home to no lights. I called and got the after hours answering service who then informed me that I was cut of for non payment. I then explained that I had paid and told him the date and amount of the payment from my bank statement. He then informed me that I was disconnected because I was $20.00 short on the payment. I told the guy that I had never heard of a company doing that before. He then told me that he had someone who only owed $5.00 and they were cut off. Well that 20.00 ended up costing me a whole lot more after re-connection fees and food replacement. I bought out of my contract and went with another provider after that. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Horrible experience

“ Worse customer service. Lost our online payment multiple times, overcharged us, and they're customer service reps never took notes on all the calls we had to make to them, so each call we had to start over. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

customer server is horrible and they charge more

“ Terrible customer service, I've been with them from past 5 years, back those days, its a different company (Kinetic energy) and their customer service is really good. Don't know what happened to these guys from the past 3 years its getting worse and worse! we need to blame their customer service hiring policy!
1. I've requested a move of my service in online! and after a week I called them to confirm and they told me the order got canceled (they didn't gave me the reason), again I placed the order through them on phone and they promised me the services will available at new address by the time I move in.
2. I moved in to my new location and called them back for confirmation and they told me they don't see any order for that! every time when I called its a back to square one story. And one guy name Carlos told me he will not transfer my call to his supervisor, when I requested him and the reason he gave me is, I'm not their customer (though I paid monthly bill that afternoon)
3. I spoke with half a dozen people there and every one will put me on hold for more than 30 mins before finally transfer the call to other department! its never ending story.

I fed up with these guys and closed my account and transferred to new provider.

Friends, Cirro is not like old cirro! please move on! they charge more and customer server is horrible. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Your Offensive Commercial

“ What were you guys thinking when you produced the men boxing exchanging blows to the testicles commercial? Every woman I know is appalled and cringes despite not even having a pair. Please yank that commercial, it is beyond poor taste. Thank you. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Bad Billing Management

“ Cirro screwed my account payment and then penalized me for their mistake. Thank God only have two months left with contract. Currently shopping for new electric company. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

The reviews here are accurate; wish I had looked here first!

“ Thank goodness my contract has ended with this "company". I only wish I had reviewed this website first and avoided the hassle. First and foremost, the people who write about not being able to talk to anyone in Customer Service is VERY ACCURATE. I cannot tell you the HOURS I spent on the phone with agents who had no clue what was going on, and there was NEVER a supervisor available. I frequently spoke with agents in Longview, TX and it sounded like there was always a party going on in the background rather than a business. I was told different things on the phone everytime I called, but no one ever wanted to put anything in writing. I now know it was because they were lying non-stop so they could deny what they said later. The biggest problem in my scenario is that I have a RESIDENTIAL agreement with them, but I was charged 12 months COMMERCIAL delivery charges because they said it was Oncor's decision. The building where I reside was at one time a church with a parsonage. They can see it is only residential now. I was the one who had to do all the leg work and conduct follow thru with Oncor. In the meantime, Cirro just kept pointing the finger at Oncor and robbing me commercial rates. So I have a "residential" agreement, but am really being charged commercial rates. Hmmm....can you say fraud? And even after I pointed all this out to them, they still sent me another residential agreement? Next letter is to Public Utility Commission. Everyone makes mistakes, but a real business has someone there to talk to to work thru problems and then honors what they tell you they will do on the phone. ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

don't use this thief company

“ I been using this company since 5 years ago every years I renew my contract it's no issue but the last year before when the contract its finish the charge me last 3 month double Brice ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :

Horrible Customer Service

“ They changed me from a competitive rate to an almost double rate without warning stating that my plan was now a flexible plan and the rates of electricity were higher, while still offering a much lower rate on a flexible rate plan on their website. I ran into some financial problems and called to see if some arrangements could be made and they were extremely unhelpful and unsympathetic even though I had been an on time paying customer for years. I have had it, and am switching services and so they sent me a final bill for January that is over $200 dollars higher than my December bill, and I wasn't even home most of January. DO NOT CHOOSE THIS COMPANY! ”

Plans, Rates, and Promotions :

Order Experience :

Billing and Account Management :

Customer Service :

Likely to Recommend :