Gexa Energy
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Category: Other
Contact Information
Texas, United States
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Gexa Energy Reviews
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November 25, 2008
Gexa Customer Service Horrible, Huge Rate Hikes
Gexa Energy refuses to allow me to speak with a supervisor regarding a billing dispute. They refusee to honor their promise to callback within the specified 24 to 48 hours after contact. The main goals seemed to be wasting my time and obfuscating my requests to speak wih someone who could resolve my problem.
The primary issue is that they raised my electricity rate in the aftermath of Hurricane IKE, when my bill contained more than the normal power usage, about 2.5 times the normal usage, due to excessively low rates in the previous two billing cycles. This means that they were able to charge me a higher rate for electricity that I used when I had a lower rate. This is unethical and should be illegal.
This issue probably affects tens of thousands of Houston-Galveston area residents who had low estimates after Hurricane IKE and subsquently had ther rates hiked by Gexa (which in itself is a mystery since energy prices have been falling for months).
Consider this family very unsatisfied customers who are currently in the process of swtching to another provider. I will never recommend this company to anyone ever.
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November 11, 2008
Rate increase of 100% in 6 months
I signed up with Gexa in January 2008 at a rate of 9.2cents/kWh (variable) . In the last few months it has reached 21.3cents/kWh more than a 100% increase, that is ridiculous. In summer when the rates went up it was understandable . but from mid-august the rates have been coming down (eg : - http://www.electricitybid.com/electricity/index.php/2008/11/03/texas-electricity-price-trend-november-2008/ ), and other provider have come down from approximately 20c/kWh to normal approx 13cents/kWh, but with Gexa even the October bill is at 21.3cents/kWh . Isn't it long enough time for the energy commodity prices to be reflected on the users ? When I raised a complaint with Gexa all they said that only thing they can do is record "unhappy" against my customer id.
I stay in a 1 bedroom apartment, do not switch on A/C or Heater. The only electric appliance used in my house is the electric stove for cooking (not even oven is used), refridgerator and washer/dryer (once a week) and with this frugal usage I end up paying about 100$ a month while competitive providers (Startex Power, Champion etc) costs less than half the amount.
Please do not use Gexa even if their current rate shows up low on a variable rate. It just keeps going up without reflecting anything of the market. And worst part is now at this high end I have one more billing cycle to complete before I can switch providers. So I essentially end up paying about 200$ extra for Gexa and again installation and all intial charges for the new provider. If your usage of electricity is more (I don't think it is possible to live with any lesser usage than what I currently do) the difference in your case would be much larger.
Gexa sucks . Be warned. I would say go through the different plans of various providers and compare them and see trends over a period before making a decision about your provider. This site is useful - http://www.electricitybid.com/counties/harris.html (for houston)
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September 24, 2008
Overcharged
I think GEXA is robbing its customers. On May 15, 2008, GEXA rate applied for my account was 12.11 cents/kWk (for 240 kWh). Now Sept 18, 2008 this month, 4 months later, GEXA raised my rate up to 19.01/kWh (for 410 kWh). An increase of 80 % charge!!
GEXA is a highway robber!!
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September 17, 2008
Scam/High Prices
Gexa is the worst utility company, ever, a total scam. You cannot access their website to monitor your account or see how many kilowatt hours you have used from month to month. You can only find out the amount you owe, and they make it easy to pay of course. Their rate increases are crazy; I live in 900 sq ft. apt. in three month they rose from $85 (peak mid summer)one month, to $187 next, to $255 the third month(June, July, Aug. ) DO NOT AUTO PAY! I was raised in a home where my dad worked for an electric company, I know how to turn down the thermostat. I live alone, in an apartment that is surrounded by apartments that give it insulation, I turn it up to 83 when at work and 78 when at home and I am not home that much as I travel a lot... No matte how hard you try, you can not reach Gexa by phone. BUYER BEWARE! TEXAS NEEDS TO RE REGULATE ELECTRIC UTILITY COMPANIES!!!
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September 11, 2008
Billing, Customer Service
First, please, please, please do not switch to Gexa Energy!! Yes, they may appear to have some of the lowest rates. But I assure you, they will double their rates, and charge you excessive fees. Google Gexa Energy and you'll see that it is a common practice for Gexa to scam their customers. Here's my complaints:
In July, my fiancé switched our service with Gexa to a new house. He paid extra to have the expedited service, as we were moving with short notice. Upon moving into our new house, our electricity was never connected. My fiancé called several times over the course of two long and hot days. Each time, he sat on hold for a minimum of 45 minutes, and every representative told him something different. Our electricity was finally connected, and after speaking with a Gexa supervisor, we were told that we would not be charged for the expedited connection fee.
In August, I received the first bill from Gexa, and of course, we were charged for the expedited connection fee. I immediately called customer service, and waited on hold for nearly 40 minutes. The representative said that we were indeed entitled to a credit. He said he was resubmitting the bill, and we would receive an “out of cycle” bill with the credit. He told us not to pay our bill until we received this out of cycle bill within 5 days.
The out of cycle bill never came. A few weeks later, my fiancé received an automated message on his phone from Gexa. I called customer service, and was told that the request to resubmit our bill was denied, and thus our payment was late. We would not receive our credit for the expedited service that was in fact not expedited. On top of that, we were now responsible for a late fee. I asked to speak to a supervisor, and so I sat on hold for 35 minutes. Finally, the representative came back on and told me that he could not get a hold of the supervisor my fiancé originally spoke to. I said I didn’t care, and that I simply wanted to speak to any supervisor. He said that wasn’t possible because only this particular supervisor had access to our account information. Obviously he was lying because he had just accessed my account information.
I hung up, and called back in an attempt to speak to a competent person. Needless to say, it was the same thing all over again, and I was connected to a representative who couldn’t connect me to a supervisor. This representative (James) did, however, connect me to Ashley at the Escalations Department. Ashley said she was resubmitting the bill so that we wouldn’t be charged for the connection fee. Ashley assured me that the request would not be denied this time, and she gave me her “direct number” (713-423-7559). Two days later, my fiancé received yet another message from Gexa saying that our service was going to be disconnected in 24 hours. I immediately called Ashley, only to find out that the “direct number” was simply the automated employee directory.
So once again, I sat on hold. Nothing was accomplished. I have to pay for an expedited connection fee that wasn’t connected on time, as well as a late fee for a bill I was told not to pay. Furthermore, I have a feeling that I will not have electricity tomorrow. And to top it off, my bill from July-August was 14kWh, and my August-September bill skyrocketed to 19.54kWh.
My complaint was long, but hopefully it will persuade someone out there NOT to use Gexa Energy!!!
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September 3, 2008
Don't use them
I was on hold (Monday 2:00 pm) for 41:07 min wait time for Cust Serv just to be told «I can't help you- goodbye!" Lousy company - high prices - no customer service - GEXA wants you to pay for services they do NOT provide. Call them and all you get is voice mail jail - NO CUSTOMER SERVICE - customer care representative equals "kiss off stupid"
This company is unwilling to respond to any customer issues other than them collecting money. They will not speak to customer and have a voice mail system that routes you to one dead end after another.
Bad company - make another choice - any company is better than GEXA.
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July 15, 2008
65% hike in 3 months for renewable plan
In this time of energy crisis in the country, why is Gexa escalating prices of "100% Green", renewable resource plans? I signed up with Gexa in January, 2008. My (variable) rate in April was 10.62c/KWh. June's bill reflected a rate of 17.51!!! That is a 64% increase in 3 months!
Why on earth is a renewable plan subject to such ludicrous rate hikes? And just to make it so much sweeter, on Wednesday, June 25, Lew Hay, the CEO of Gexa's owner (Florida Power and Light - FPL) was quoted as saying "Costs [for renewable assets] are coming down and they're coming down more rapidly than I would have thought" and yet here we are, facing ever-escalating bills?
I believe in a free-market. I also believe in consumer power (and common sense) over greed. Can you please help bring this topic into the public eye, where the same free market Gexa is hiding behind can wield its power?
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March 10, 2008
Poor service!
Gexa Energy is a horrible electric company. I have been with them for over a year and I have had to argue with them constantly about my bills the entire time. It started with switching my service from one apartment to another. I received a bill at my new apartment 4 months after moving out of my old apartment stating that I owed $150 from my last apartment. I called their customer service and spoke with a representative who told me that my last bill was paid in full and I did have anything that was past due. 2 months later I get another bill stating that my electricity service would be disconnected for past due payments. I spent 2 hours on the phone with a representative that was rude, condescending and unwilling to research my conversation with the representative that told me I had paid my last apartment in full. I asked to speak with a supervisor and was told that one was not available. I advised the representative that I would wait. That person put me on hold for about 10 minutes and said that there were no supervisors there and all he could do was forward me to an escalation que. I was told that a supervisor would call me back in 24 to 48 hours. I argued that there had to be someone there to talk to me right now and was told "Yeah, but they won't talk to you, you just have to wait". I finally received a call from a supervisor the next day and had to recount my whole situation because the previous representative hadn't bothered to enter any notes into the system. I advised the supervisor that I was told that I didn't owe anything on my past bill per one of their representatives. Apparently that rep didn't enter any notes either of her advising me that I didn't owe anything. After spending another hour on the phone with the supervisor she finally agreed to go back and listen to the taped conversation of the calls. 2 days later I get a call back from her advising that I was told by their representative that I didn't owe anything and all that the supervisor offered to me was a payment deferment plan. I was told when they deferment payments were due. I paid each one on time except for the last which I made up the next month. 3 months later I am now being told that I never paid my deferments on time and they don't have the notes showing what I had been told by the supervisor. The representative that I talked to today just said "oh, it looks like they just didn't bill you for it" After arguing with her for an hour, I got no resolution. She kept repeating when my bills were due and never directly answered my questions.
Their billing practices are so confusing and shady, they are criminal. They are so ridiculously confusing that everytime I call in, it takes a representative at least 20 - 30 minutes to decipher them..and they work there!!! How are they allowed to just randomly add charges to a bill that they say I owe from 6 months prior and then not be able to explain to me why. Every representative I speak to tells me something different and there is no accountability for the things that they tell their customers. How is this company allowed to do business this way. There should be some kind of class action lawsuit against this company for their shady and illegal billing practices.
I will tell everyone I know to stay away from Gexa Energy because if their own employees can't figure out their billing, how is a regular customer supposed to decipher them?
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March 10, 2008
Poor Service/Scamming in their billing
Gexa Energy is a horrible electric company. I have been with them for over a year and I have had to argue with them constantly about my bills the entire time. It started with switching my service from one apartment to another. I received a bill at my new apartment 4 months after moving out of my old apartment stating that I owed $150 from my last apartment. I called their customer service and spoke with a representative who told me that my last bill was paid in full and I did have anything that was past due. 2 months later I get another bill stating that my electricity service would be disconnected for past due payments. I spent 2 hours on the phone with a representative that was rude, condescending and unwilling to reserch my conversation with the representative that told me I had paid my last apartment in full. I asked to speak with a supervisor and was told that one was not available. I adivsed the respresentative that I would wait. That person put me on hold for about 10 minutes and said that there were no supervisors there and all he could do was forward me to an escalation que. I was told that a supervisor would call me back in 24 to 48 hours. I argued that there had to be someone there to talk to me right now and was told "Yeah, but they won't talk to you, you just have to wait". I finally received a call from a supervisor the next day and had to recount my whole situation because the previous representative hadn't bothered to enter any notes into the system. I advised the supervisor that I was told that I didn't owe anything on my past bill per one of their respresentatives. Apparantly that rep didn't enter any notes either of her advising me that I didn't owe anything. After spending another hour on the phone with the supervisor she finally agreed to go back and listen to the taped conversation of the calls. 2 days later I get a call back from her advising that I was told by their representative that I didn't owe anything and all that the supervisor offered to me was a payment deferment plan. I was told when they deferment payments were due. I paid each one on time except for the last which I made up the next month. 3 months later I am now being told that I never paid my deferments on time and they don't have the notes showing what I had been told by the supervisor. The representative that I talked to today just said "oh, it looks like they just didn't bill you for it" After arguing with her for an hour, I got no resolution. She kept repeating when my bills were due and never directly answered my questions.
Their billing practices are so confusing and shady, they are criminal. They are so ridiculously confusing that everytime I call in, it takes a representative at least 20 - 30 minutes to decipher them..and they work there!!! How are they allowed to just randomly add charges to a bill that they say I owe from 6 months prior and then not be able to explain to me why. Every representative I speak to tells me something different and there is no accountability for the things that they tell their customers. How is this company allowed to do business this way. There should be some kind of class action lawsuit against this company for their shady and illegal billing practices.
I will tell everyone I know to stay away from Gexa Energy because if their own employees can't figure out their billing, how is a regular customer supposed to decipher them?
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December 22, 2007
Gexa fraud!
I lived at an apartment for a short period of time where Gexa was the electrical service provider. When I moved, I called well in advance to set a date to terminate my service. The rep told me the service would be disconnected on the date I had requested. About 2 months later, a Gexa bill was forwarded to my new address for charges after I had moved out. I contacted their customer service dept. and was told a supervisor would call me back. There was no call back and after I made several more unanswered requests, I filed a complaint with the BBB of Metro Houston. Two years later (yes, two years) a rep called me and told me they had no record of my call and that I would be responsible for the service. They then falsely reported the matter as settled to the BBB. I reaffirmed my complaint with the BBB where it remains unresolved to this day. GEXA has made no honest effort to resolve the situation and they have repeatedly furnished false and/or incomplete information to the BBB. The sad fact is that they will bill you incorrectly and refuse to discuss the matter or even return a phone call about the problem. If you check their record with the Better Business Bureau, you'll see that they have left a wide wake of theft and deceit.
DO NOT DO BUSINESS WITH GEXA ENERGY.
THEY ARE A DISHONEST COMPANY WITH A LONG AND ESTABLISHED RECORD OF DEFRAUDING THEIR CUSTOMERS.
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