About Cirro Energy
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Worst company and they charge you too much. $440 in one month and $660 in month and half, I changed them and with the electric company I received the bill and it’s $92. Cirro Energy need to be investigated, this company is very bad, stay away from them.
Originally was with Discount Power. Cirro took over the contract and didn't honor the rate contract made with Discount. When spoke to rep - they took the info and said it would take 2-3 months to do the investigation and nothing happened.
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Last year in 2019 a fraudulent account showed up on my credit report for Cirro Energy. I had contacted them. I got them all the documentation proving that it's not my account they wanted and they removed it from my credit report. A year later it has shown back up. I called again and they're telling me they have no record of me submitting anything. They allowed somebody to use my information to open up a fraudulent account, I've never even been to the state of Texas and I never care to go to the state of Texas because they allow people to do stuff like this and once again I'm wasting numerous hours trying to get something that is not mine removed and they are refusing to help me.
The prices are great but they don't really work with you when you need help to arrange payment extensions. My electricity will be cut off even though I have a year old and 3 other kids and I don't have the money to pay the bill right now. It is due for cutoff on the 29th and I asked to get payment extension until February 4th to pay the whole amount which is only about $110 with the late fee. They said no that there was they regrettably could not help me. The customer service rep name was Dahlia.
I've been with Cirro for several years and for the first time I didn't receive a bill for months and then all of a sudden I started getting disconnection notices with different dates and amounts. I called them to ask the correct amount because when I tried to pay it online the amount was different than on the invoice. In the process, I simply asked the rep if their billing issues had been resolved and she proceeded to ask me what billing issues. I told her I hadn't received a statement in months and when I did it was all different amounts with different dates.
She basically lied and told me that there were no issues. I had to finally explain to her the situation and get answers before she admitted the mistake. I got more notices later that month. I called again to verify the amounts and dates as they were all varied again. I asked the rep again if the billing issues were rectified. He proceeded to again lie and ask what billing issues. He told me that sometimes they let their longtime customers go months without paying their bill. Now we all know that isn't true. I simply wanted to know if the billing issue had been resolved so that I could know if I needed to start calling or what but no one could ever admit to it being a billing issue. One of my biggest issues with customer service is never lie to the customer. If you or your company made an error, admit to it, take accountability and people will respect you so much more for it.
I had been a customer for years. In October of 2019 I received an email notifying me that a payment was not made on AutoPay. It seems my card on file had expired. I went to their website and made the payment with my new card and updated my card on file for autopay. The site was glitchy and I had to re-enter my information twice before it registered. So now it is January 6 and my service has been disconnected. Since I am on paperless billing I receive a communication through my email. Apparently something went wrong with the autopay yet I was not notified by email. Instead they just added late fees for two months and sent a disconnect notice in the mail some time in December. Since my mail is being forwarded at the moment I only received the mail today January 6. When I explained I that I received no notification by email and that the website was having problems I expected them to remove the fees and reinstate my service.
My customer service representative for this transaction was Nestor and the supervisor he consulted with the issue was Jorge **. Apparently Mr. **and Cirro wish to take no responsibility for their problematic website and offered no reconciliation for the fees or the lack of communication that anything was wrong with the account. I will never use Cirro again. I paid their little 160$ fees and am taking my business elsewhere. I hope this helps someone choose a better company to do business with. You have many options and this company takes no responsibility for their own issues nor do they appreciate their loyal customers. I hope they go out of business soon.
Very bad organization. We moved out of our apartment months ago and still receiving angry letters to pay for the electricity of the old place (!) Talk to the customer service multiple times, they say they fixed it. But still we are getting threatening letters to pay... You will never have our business again.
I am new to Texas and I contacted CIRRO Energy because the previous owner of my home had use them. I started service on 11/7/2019 before the previous owner disconnected his service. Everything was going well until 11/11/2019, My husband and I had a contractor checking our plumbing at the house. I had just taken my diabetes medication. We had just walked into the kitchen to begin preparing our breakfast when all of the power in my home went out. 11/11/2019 9:00AM electric in the house was turned off. 9:15 AM I immediately called Cirro and was told that there is a power outage in the area and our power would be restored sometime today. When I insisted for her to check further, I was told that I had to contact Oncor. I went outside and asked my neighbors to the right and left of me did they have power and they had power.
I called CIRRO back and spoke to Supervisor Glinda and explained that there was no power outage in the area but our power was out. She informed me that there was a request to disconnect service. I explained that just enrolled on 11/7/2019 so how is there a disconnect after four days and I did not request a disconnect. She said she would get services turned back on that day. I asked her how long it would take? It was 9:22AM. She said that it would take 2 hours for ONCOR to get the call and then another 2 hours for them to turn it on but we would have service sometime today. I informed her that I am a diabetic and need expedited services at which she said there was nothing she could do. But she will give me a $10.00 credit. I felt insulted and told her that $10.00 don't help. I need my electric restored. She said it will happen sometime today.
I hung up and called ONCOR and spoke to a Supervisor who informed me that there is something that she could have done. She could use SafetyNet that is specifically designed for this type of situation to expedite my services. All she had to do was put the information into SafetyNet and it would generate an email and they could have had my services restored within an hour. He also confirmed that the disconnect order came in to terminate services on 11/10/2019 at 3:03PM from CIRRO. I called CiRRO back and spoke to another Supervisor, Daniel at 10:26 AM and explained the situation. He informed me that someone requested for service to be terminated on 11/11/2019. The request was sitting in the system when I switched the services over.
My question was how was there no termination of that order when I established service on 11/7/2018. I established service under my name that is different from the previous account holder and they gave me a new account number. He said that they could not stop the order on someone else account. In order to get the service back on, he had to re-enroll me which meant that Glinda never put the order in and now an hour has been wasted. He re-enrolled me with a new account number. During his enrollment, he read the script that said that I would have to pay the disconnect fee, reconnect fee and some other fee. I told him to waive those charges. When I asked what happens to the electric bill from 11/7/19 to 11/11/2019 since they couldn’t stop the termination on someone else’s account. I suspected that they would probably double bill both of us. He said I will get a final bill.
I told him that I dispute the final bill since I cannot make changes and they could not override the termination for my account that I did not request. In that case, I feel that I am not responsible. He set up the order and said it was pending. When I asked him to expedite the authorization to ONCOR because the supervisor was waiting for the order to come through, he said there was nothing he could do. He could not use safety net because I was a new customer. He said there was nothing else he could do even though I was explaining that the Oncor Supervisor was on the other phone and telling me that SafetyNet is designed to correct errors like this. I told him that I was unhappy and not satisfied with his services and requested to speak to his supervisor. He told me that he would email him and his supervisor will contact me within 24 hours. There was nothing more he could do. He had put in the order.
I asked him if this was the type of service that I can look forward to with this company and he still maintained that he did everything that he could. At 12:14PM I called back and got supervisor Hector and explained the situation. He confirmed that the order was pending in the system but would have to be verified by someone then it would go to Oncore for delivery. Meanwhile the supervisor from ONCOR was waiting for the order to connect us. Hector told me that it will take two hours and another 2 hours for Oncor to come out.
During the course of the phone call the electric was restored. I think the Supervisor at Oncor stepped in because Hector was still waiting for the third party to verify my pending order. Hector then told me that they have until 5pm or the next day before I will get services. The fact that I was a diabetic had no urgency to him. My condition would have to be verified and he would send me the forms via email to have the doctor complete. After I hung up, I called and switched to Reliant Energy. I am not paying any bills, cancellation fees, reconnect fees, or disconnect fees from this company. They had very poor customer service. Everyone followed the same script. “They understand but there is nothing they could do.” I just think that no one wanted to admit they made a mistake and because it was a holiday, they didn’t want to do any additional work.
Spoke with supervisor on both 8/27/19 and 8/28/19 (Victor - employee #**) regarding miscommunication from employee on terms of contract renewal. Supervisor pulled recording of conversation. The supervisor, my husband, and I listened to recording together. After a heated discussion about what was stated, the supervisor admitted to my husband that I was correct in my understanding of what I was promised and that the employee provided incorrect information due to an error in Cirro Energy's system. We were promised a follow-up phone call on Friday, August 30th to provide either a resolution or at the very least, a status update. Two phone numbers were provided. No return phone was made on the date promised. It is Wednesday, September 4th with no contact from Cirro Energy.
I had a one year plan and without my permission they rolled me into another 12 month plan. A day after the new plan started, I received an email notification. I immediately called to question this mistake that Cirro made. They refused to let me out of the contract that I did not enter. Their rationale was that there was some type of election made in March, but they had never seen anything like this before. This was a scam to keep me from changing electric companies without paying a penalty. Do not trust Cirro.
Cirro Energy author review by ConsumerAffairs Research Team
Cirro is an NRG company that provides electricity to Texans. The company has plans that cater to both residential consumers and businesses.
Parent company: Because Cirro is now a part of the NRG family, customers have access to the resources of a Fortune 500 Company that serves the entire state of Texas.
Plans: Cirro is known for offering a range of plans that help customers save money, including fixed and variable rate plans.
Eco-friendly: Cirro Energy offers plans that provide electricity with 100 percent green sources.
Bureaucracy: Because Cirro has been acquired by NRG, the company feels larger and there are more bureaucratic offices and services to deal with.
Online presence: Cirro Energy’s web presence is not as extensive as many power companies in Texas.
Cirro Energy Company Information
- Company Name:
- Cirro Energy
- PO Box 700608
- Postal Code:
- United States
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