Stay away from stream Energy
“ Service was great before we moved to Galveston. 3 weeks before moving to Galveston I called for service to be connected at my new house so we can get everything working before we moved into our new home. 1 week before moving I called to double check everything was good to go, and the customer service rep told me everything was ready to go, and there would be a $50 connection fee, which I agreed too. Since we were moving in from out of town we arrived at our new home on a Friday morning at 8am. There was no power, and I look at the breaker box outside to find out there wasn't even a meter installed.
I then call Stream Energy to ask what's going on, and they tell me to call Center Point Energy because Center Point was supposed to install the meter, and it is out of there control. I then call Center Point and they tell me they had sent out a technician 2 1/2 weeks ago, and he flagged the installation because the electrical permit had expired, and that they had sent out a fax and an email to Stream Energy, for Stream Energy to notify us about the situation since electrical permits only take 1-3 days to get. I then asked if I can get a copy of the fax and email and they gladly sent it to me.
I call Stream Energy back to complain and tell them about the situation, and the Customer Service rep told me that Center Point is lying about the whole thing, and they never received anything. I then explained to the Rep that I had the email and the fax number with confirmation that the fax was sent, and even gave him there fax number which matched the fax number on the invoice Center Point sent to me. He then got upset and told me there is nothing they can do, and they can not submit another workorder until Monday morning.
I then explained to the rep that we were moving from out of town and had no where to go, so to please make something happen. He then transferred to a manager which took about 30 minutes to get a hold of. I pleaded my case with the manager, and told him my living situation for the moment, he then told me they can't do anything about it because it is to late in the afternoon, and they are not opened on the weekends, and that he would have to file another work order to get the electricity turned on which would take 1-3 days beggining Monday.
We then got into a shouting discussion, and I told him I had an infant in the house, and my nearest relative was over 300 miles away (which is true). I also pleaded with him to please help me get something done, and he then told to me to light candles inside the house for light since we still had water, or to take my family to a homeless shelter until this matter gets resolved since there is nothing he can do until Monday. Being that it's sumemr time, and it the temperature was pushing the high 90's, I then got really irate with him, and told him I was going to report him and his company since I had everything in documentation, and was recording the phone call. He then told me to call Center Point and see if there is anything they can do about it.
I then call Center Point to see if there is anything they can do, and explained the situation. They told me if I can get an electrical permit from the City of Galveston that they will do what is known as a "work-around order", and have me set up Friday night latest Saturday morning since I have an infant, but that Strean Energy must submit the "work-around" order. I get to the City of Galveston before they close and explain the situation, and they make an exception to get me the permit and hand it to me right then and there.
I called Center Point back and they were to go install the meter, but all they needed was the "work-around order" from Stream Energy. I then call Stream Energy back and tell them to please send it, and the Customer Service rep tells me they can not do the order because it is to late in the day. I explained to them that Center Point would make the exception if they sent the order right now, and the rep kept giving me the run around. He then transferred to a manager, and the manager told me he would do the order for to finally stop me from calling. I kept calling Center Point to make they got it and they never received it.
Being that it was getting late in the day, the rep at Center Point apologized for the inconvenience and told me since they hadn't received the order there was nothing that could be done that night. I called Stream Energy once again to ask them if they really sent it, and the manager told me it was sent but Center Point would not get it until the morning, and then gave me a order confirmation number. I then had to get an hotel room for the night, and being that it was the weekend in Galveston the cheapest I could find was $179 a night.
I called Center Point the next day and gave them the confirmation number to the order, and they told me they still hadn't gotten it. I then called Stream Energy again, and they told me it was sent but Center Point would not receive until Monday because they don't work on weekends. I was so frustrated at this point that I just went with it, and had to pay for 2 more nights at the hotel.
Monday rolled around and I called back, and finally got my order processed. Being that it was processed Monday morning Stream Energy then told me it would be Tuesday or Wednesday before anything would get done since orderes 48-72 hours to process. I once again told them my living situation, and they once again told me there is nothing they can do about it. Once Wednesday came around I still had no power or a meter at the house. Once again I called to be givin the run around. Stream Energy told me the work order cancelled since it was a "work-around" order, and they would have to submit a regular invoice to get my services started up. I was finally in my house that next Monday, 10 days after I was scheduled to move in, and over $900 in hotel stays!!! They could not refund me any of it, even after proving to them that it was their fault I was in this predicament to begin with.
My bill came in 1 month later, and it was a whopping $632. $107 for the meter box, $200 for 5 work orders I requested and that they never completed, $100 for 2 connection fees, and the rest was kilo-watt usage. I called Stream Energy and the manager told they would refund the fees on the next bill but to pay them right now and they will get credited. I did not agree to it, and told me the manager to please take them off right now and he agreed to it. I told him I was only paying the meter charge and the kilo-watt usage, and he told that was fine.
This month I received my new bill, and the charges were not taken off. I was given a notice stating if I didn't pay my past due I was being disconnected. I then called back and they once again told me they couldn't anything for me (surprise surprise), and that the fees were going to stick. I canceled my contract with 7 months left. I would rather pay my cancellation of $300 then stay with this type of company. I advise anyone out there to never get Stream Energy. Learn from this experience. ”
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