Gexa Energy ripoff awful customer service Houston Texas

Gexa Energy has got to rank extremely high when it comes to worst customer service in Texas. I've had them hang up on me. And access to their website is very limited. They also do dis-connect w/out notice. They over bill. They just recently billed me $1,150.00 from six months ago which is a double bill times 3 (which was paid in full). I have copies of all of my bills AND payments. I have filed a compalint with the Texas Public Utility Commission as of today. I will be transfering my service soon.

This company should be embaressed by the actions of their employees. Either that or they condone it. I have never been able to get past the first person I speak with. No supervisor. No manager. Nothing. I think a thourough and in depth investigation of this company is warranted. Too many complaints for something not to be on the up and up. I agree with Tina. Save it for the tourists and the first timers Gexa. This company has some serious issues. Otherwise, you wouldn't be showing up on the rip-off report so much.

Feed it to the tourist. You can defend your company all you want but the other complaints speak for themselves. I have experienced the bad customer service myself. I have had problems with both employees being rude and not returning phone calls, to not sending a disconnect notice and turning me off. So, while it's natural to defend one's employers, it's also assumed that you don't quite know the complete measure of consumer discontent. The hold times are awful, no return phone calls, rude representatives and cutting power without notice. Not a glowing consumer report is it?

First and foremost, I do have to admit that the hold time with Gexa Energy is not acceptable. It has been a lot better than in the past but can still use improvement. This is why Gexa Energy has implemented new features in order to promptly assist customers with payments, considering the volumes of calls are mostly payment related. New features are being added as well as online features.

In defense of Gexa Energy, and any other Retail Provider being wrongfully bashed by a consumer that has been disconnected, the accusations from this customer are inaccurate. The comments they make are expected from a customer who is perturbed that they lost power. However, in reading her complaint carefully, this customer has admitted that she made her payment well after the due date. The fact of the matter is that prior to being disconnected you are sent an invoice with a due date to have your bill paid by. This invoice is for service already rendered. Which means you are billed for energy you have already used, PREVIOUSLY. If payment is not received by the due date then you are automatically given additional time with a late fee of 5% accessed to the account. After approximately 4 days after the due date, and still no payment received, we then send out a termination notice. This notice advises the customer that they will have until a specified date to have their payment into Gexa Energy in order to avoid termination. As a courtesy this notice has an additional 10 days on it from the date it is processed. So, if you do the calculation, notice sent 3-5 days after due date, notice gives additional 10 days, which means you actually are 13-15 days past your due date before we send an order to disconnect. In addition to this additional time, if the customer calls prior to the disconnect date on the termination notice we can allow an additional 7 days past the notice date. This means you can actually have up to 20 days, past due, to pay your bill. Now, once the disconnect order is sent to the TDSP, in this customers case TXU, they normally take 24-48 business hours to work the disconnect request. This is the same time frame they give for reconnecting the service, 24-48 business hours.

As far as adding in our customer base fee, late fee and other charges (TDSP and Energy Charge), these are the same fees that are charged by all Retail Providers. Their fees may not be the same amount as Gexa Energy but they are charged no matter who you select as your provider. Some providers bundle this charge into their rates and others display it on the actual bill so you can see what you are paying for, like Gexa Energy. The late fee is only charged if you are late. It is your responsibility to make your payment by the due date and if you do not, you are charged the 5% late fee. There was a point when Gexa Energy did not charge this at all, as a courtesy to our customers, but we were loosing money and were forced to initiate this charge. If you pay your bill on time you won't have to worry about a late fee on your account or disconnection of service.

I hope this clears up any false accusations this customer may have submitted and if anyone out there needs additional information on Gexa Energy's processes or business rules, feel free to contact us directly.