This is my saga with Gexa Energy
February 14, 2008 I spoke with a customer service representative of Gexa Energy to discuss changing to another less expensive company. The representative did a good job of wanting to keep the business and explained that if I would commit to a 12 month agreement he could fix my rate at 11.8 per kWh for that period of time. He further explained that a $150 cancelation fee would apply if I broke the contract. I agreed and committed to the program
May 12, 2008 I called back and spoke with Jesus (no last names are given) and complained that I was not getting my 11.8 rate and instead they were billing me at 14.34 per kWh. Long story short he apologized and said a credit would be issues and the rate would be changed. I did get a credit on my June bill so thank you.
June 24, 2008 I called and spoke with Gladis to explain that I was still being billed at the wrong rate which is not 13.43 per kHw. After conferring with her supervisor Jael (ext 7198) Gladis was now trying to tell me that he rate is not actually guaranteed and it can float! I am not a fool and I wasn't going to buy into this bait and switch game. I told them I committed to paying a $150 penalty fee if I decided to leave them before the year was up and now they wanted to change the rate at a whim! This was quite unacceptable to me. They responded that they would need to pull the audio tape of the reps conversation with me February 14, 2008 and that I could call them back to see what their findings were. I thought that was pretty poor customer service that I had to call them back to verity that they had problem so I reminded them that I thought I was the customer and that most customer driven companies would have offered to resolve the problem on the spot or at least would have offered to call me back.
After some prodding I did get Gladis to get her supervisor (Jael extension 7198) to promise to call me back in 24-48 hours with the results of her audio sleuthing. I'm still not sure why this is necessary since the Jesus in May apologized and adjusted the bill at that time.
I did get a voice mail on my phone the following day indicating that they would be making the necessary corrections and I would see the changes and appropriate credit in the next month's statement.
It is interesting to note that in my June bill came a flyer that says Lock-in Your Rates with a Fixed Price Plan, 12 Months Boy this sure sounds familiar!
By-the-way, in reviewing my recent bills Gexa has been billing me a late fee for several months. I pay all of my bills in full electronically through my Fidelity account and it is a seamless and accurate way to manage my payments. By paying my bills on line I have never incurred a late fee to anyone else. Currently I am in the process of researching Fidelity's payments to Gexa..
July 24, 2008. I just opened my bill and guess what? They did not make the rate change as promised but they did issue me a credit for $88.79. Time to call them again and this is getting very frustrating for sure. I
Ok I called and spoke with Yvette and explained the problem once again. She listened and then volunteered that she would need to put me on hold for 1-2 minutes. Right it is not 8 minutes and here I sit typing this goofy summary of events.. Man these guys are just ripping terrible. Now my phone timer shows 20 minutes 31 seconds..and holding Ok it is 25 + minutes and I am beginning to suspect that no one is coming back to me so I will hang up and try again.
I called back spoke and got Yolanda who was very nice and when I explained what happened with Yvette and that I now really needed to speak with a supervisor. Yolanda explained that Yvette was in fact a supervisor.. Boy now where do I go? Yolanda tried to get Yvette on the phone but she has now gone to a meeting, but she would leave her a note to call me. Oh sure, I;m believing that one it is amazing just how comical this thing is getting to be.
All I want is to be billed at the correct rate that they offered me in the first place. This shouldn't be that difficult. Who knows where this thing will go or how it will be eventually settled. I just wanted to alert others before they get trapped with the bate and switch program
In summary, I am not happy with Gexa Energy and will switch as soon as my penalty period runs out. In hte future I will choose to do business with organizations who appreciate my busiess and who treat me like I am a valued customer. My concerns seem to follow other customers concerns as well so be aware of their tactics. I have lost total confidence with these folks. This is the epitome of poor customer service where the left hand doesn't know what the right hand is doing.
David
McKinney, Texas
U.S.A.