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Cirro Energy / U.S. Retailers
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Cirro Energy / U.S. Retailers
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2.4 20 Reviews

Cirro Energy / U.S. Retailers Complaints Summary

7 Resolved
13 Unresolved
Our verdict: Engaging with Cirro Energy / U.S. Retailers, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Cirro Energy / U.S. Retailers reviews & complaints 20

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Newest Cirro Energy / U.S. Retailers reviews & complaints

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10:51 pm EDT
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Cirro Energy / U.S. Retailers Bill and customer service

I paid twice in June because my bill that was due May 28th was late, which I paid June 5th, then my bill that was due June 28th I paid early on the 19th, then today July 6th I received a disconnect notification in the mail for 7/13 and wanting 410.00 , I was forced to pay 350.00 or else they'd disconnect my service

This company is a scam and double billed me and refused to correct it or let me speak to anyone that could. I wanted them to listen to the call from 6/19, which he refused to do. I was kept on hold for hours! Literally took about 4 hrs tonight of torture to still be forced into giving this company more money. I'm on a fixed income and this is not acceptable.The reps speak extremely poor English and one even told me that English was his second language. Why do I get a Spanish rep when I don't choose that from the only automated part of the call when you can select Spanish?

Desired outcome: I want the 350.00 that I was just forced to pay credited back to my account

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5:30 pm EDT

Cirro Energy / U.S. Retailers I paid a deposit for light (225) and was told my lights would be on

I was told at 10:38am that my account was set up and everything was approve so 7 hours passed I called center point energy and they told me that all cirro have to do is send over a paper... Which I was never told about... No one ever told me I needed to feel out everything... My mom is 78 years old and my grandkids are all under the age of 10... Cirro told me it was my fault because they didn't inform me about the paper which I still don't have and I spoke with a supervisor he told me it was nothing he can do... I never received a call or email saying I have to feel some paper out it's not right because the agent wasn't doing her job. My mom has covid and I have papers to prove it so I am taking this as high as I can because I experience the worst customer service... Maybe everyone need to go back through training.. I should've have had to ask for a supervisor 7 times and someone gets on the line acting like a supervisor and hung up on me so I had to call back and spoke with a real supervisor who I thought could help but no my lights are still off in 2 story house and has been off for 10 hours now my name is sherri smith this is the only thing I received

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12:47 pm EST

Cirro Energy / U.S. Retailers electricity charges

I as a loyal customer was not eligible for the new customer rates, so in order to get the best deal we changed our account into my husbands name. However the company was never able to complete an auto draft to pay our bill from my checking account. I repeatedly got disconnection notices and even had our electricity disconnected even though we had automatic draft set up and verified each time I called every month! From August to December I called every month and was told the auto draft was set up and should not make additional payments, even though I did. Because our electricity was completely disconnected in October even though I had just called to make sure. We happened to be out of the country and our house sitter had to move to a hotel our animals suffered and we lost a complete 6 foot freezer that created a disaster in my garage. Each month I got a disconnect notice and each month I called the company to be told auto draft was set. In December I had enough and changed companies. And in January Cirro was magically able to charge me more than $1300 in charges including a $250 early cancellation fee. I do not feel that I should be responsible for this fee as I would not have canceled if the company would have done their part in billing and not offering auto draft if they could not do it.

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Is Cirro Energy / U.S. Retailers legit?

Our verdict: Complaints Board's thorough examination reveals Cirro Energy / U.S. Retailers as a legitimate entity with notable strengths. Despite a 35% resolution rate on customer complaints, which invites a closer look, Cirro Energy / U.S. Retailers stands out for its commitment to quality and security. Clients considering Cirro Energy / U.S. Retailers should delve into its customer service record to gauge compatibility with their expectations.

Cirro Energy / U.S. Retailers earns 96% level of Trustworthiness

Perfect Trust Endorsement: Cirro Energy / U.S. Retailers achives 96% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Cirro Energy / U.S. Retailers. The company provides a physical address, 2 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Cirroenergy.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Cirroenergy.com you are considering visiting, which is associated with Cirro Energy / U.S. Retailers, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

Several mixed reviews for Cirro Energy / U.S. Retailers have been found on various review sites. While some customers have had positive experiences with the company, others have reported issues with their products or customer service. It's important to read and consider a variety of reviews before making a decision to purchase from this website.

Cirro Energy / U.S. Retailers website is deemed to be popular and indicating that it receives a high volume of traffic. It is important to be cautious when using a highly trafficked website, as it may be a target for cybercriminals looking to exploit vulnerabilities or steal personal information.

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Cirro Energy / U.S. Retailers's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 35% of 0 complaints were resolved.
  • Cirro Energy / U.S. Retailers protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We conducted a search on social media and found several negative reviews related to Cirro Energy / U.S. Retailers. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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5:23 pm EDT
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Cirro Energy / U.S. Retailers electricity provider

Regarding account number [protected]

1. On or about 8/21/18, I initiated electricity request with Cirro Energy,
2. On or about 11/26/18, I was notified that payment did not go through (account set up on auto-pay)
3. On or about 1/8/19, I was notified again that payment did not go through (months later after the first incident)
4. On or about 1/16/19, I was notified that they would no longer do check payment acceptance even though issues were due to their own system limitations and not due to unavailable funds
5. On 1/16/19, I replied to their own message and requested that a final bill be sent to my address and then switched providers to Windrose Energy. I have been on auto-pay with Windrose since then with zero issues.
6. Yesterday, 10/23/19, I received a notice from Mercantile, a collections company looking for payment for Cirro Energy. I never received a final bill in over 9 months; now they have placed my good name with a collections company. I am very upset as this can affect my credit and moreover, I have never seen a final bill from them to know what to pay them. I have all of this documented and will file a complaint with the Better Business Bureau also.

By the way, the issue with their system limitation was that the account is under Gustavo Sanchez (homeowner) and my daughter pays for our electricity bill so it was her account information. We are in no way seeking not to pay any debt owed, but require a bill to properly document payment.

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4:47 pm EDT

Cirro Energy / U.S. Retailers electric service

On July 7th a storm came through Dallas and knocked out all of the Power I had just went grocery shopping on the 6th of June and we did not receive power again until Wednesday evening by that time all of my food had been spoiled and I had to throw it away I was able to tack some photos Cirro Energy is declining to do food damage reimbursement and Oncor energy is refusing also to do food damage reimbursement I'm an unemployed mother of two struggling to already make her ends meet and now I have no food to feed my kids .

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12:23 pm EST
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Cirro Energy / U.S. Retailers billing

While building my new home I had a temp pole and temp service through Cirro. Centerpoint removed the temp line in Jan 2019. I continued getting billed I called Cirro to question the billing for a removed temp pole (in January 2019). They called and confirmed with Centerpoint that the line had been removed yet did not reverse charges for the period of no service to a pole that was not there.

account # [protected] 2803 lake point dr temp

Service address -

Glen Blanchard
2803 Lake Point Dr
San Leon, Tx. 77539

I would like a charges reversed for the period of no service.

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11:56 am EDT

Cirro Energy / U.S. Retailers simple name change

My husband died over a year ago. I have been paying the Cirro Bill. All I want is a simple name change to mine. My husband is dead. Just change the first name to mine. I have had no problems with the rest of my bills being changed.

Cirro wants my drivers license. I am 75 years old, I don't lie just change the name.

Please.

It seems to me that not one person can do anything. What happened to CUSTOMER SERVICE. If you can't get it done give this to someone who can.

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8:14 pm EDT

Cirro Energy / U.S. Retailers this company treats customer like inhuman

I have been with Cirro Energy for years and today I came home finding that no electricity in my house, can't open garage, can't charge phone, can't cook. I thought there is a power shortage and called the company but was told that the service was disconnected because no payment. I had payment auto draft set up from very beginning, never had issue. Asked them checking and found that the credit card expired.

Disconnecting service seriously affects people's life, a customer-caring company should at least communicate the issue with the customer and give sometime to remedy.in Cirro's policymaker's eye, there is only money, no people.

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6:44 pm EDT

Cirro Energy / U.S. Retailers Customer Service

I contacted Cirro customer service about 2-$10 charges they wanted on top of a late charge for a late payment. I spoke with a representative that explained that when I am late on a payment and they send out a late payment notice, I not only have to pay a late fee but also a $10 charge for the notice itself. I asked if they could refund me the 2-$10 charges and was told that they could not. I asked for a supervisor and she agreed to refund 1-$10 charge but not the other. I have been a Cirro customer for at least 10years and was recently laid off from work and have had a cash flow issue. Their customer service used to be outstanding until they changed ownership. I have been in the customer service industry for over 40 years and by far Cirro's customer service rates LOW LOW LOW. I will change providers when I am out of contract with them. They don't care about me, so I have a choice. Bye Bye Cirro.

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LaShenda Smith
, US
Oct 28, 2016 7:51 am EDT

I have received a disconnection noticed in the mail. I have contacted the company to let them know when my next pay date will be, and that I am not able to pay the amount that is currently due, until I get paid. However, I have signed paperwork with this company concerning my asthma. This paperwork was on file, up until your company changed companies. With this being said, due to my asthma, under no circumstances should my electricity be disconnected. The agent told me that there was nothing that he could no at this time, and for me to contact 211. Really? Your company was the one who lost my paperwork. So, the customer service is very poor. Something should be done about poor customer service. My electricity should continue to be on, since I have asthma, and so does my child.

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2:27 pm EST
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Cirro Energy / U.S. Retailers Changing Payment DUE Dates

Been a customer with Cirro Energy for over 4 years have the same Payment Due Date for years. I have paid early or on time since becoming a customer. However, without my permission or any notification to me, Cirro has moved UP my Payment Due date 2 times within 2 months. I called them after the first statement, and given false hope that they would change my date. The second payment they moved the date UP another 2 days! The due date went from the 10th to the 2nd! a week's difference (a pay check difference) I contacted them twice and I was told they could not help me. I was told by the supervisor my request was not approved because I did not pay a deposit when I signed up. Deposits are paid for high risk customers. Since I have excellent credit, a deposit was not required. Yet they say I'm not eligible for the Pick Your Due Date program ? I did not even know they had a program. I want to change by Payment Due Date back to the 8th but I'm not allowed ? The WORST customer service ever. I don't like surprises on my bill and I don't like being misinformed. Needless to say, I will be finding another energy service company by using my Power to choose option!

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8:53 am EDT
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Cirro Energy / U.S. Retailers Unauthorized Charges

I was trying to make a payment for a pass due amount on 10/11, but thay entered the passed and current amount that was not due untill 10/23/2013 . I called costumer service and at first was tooled there was nothing they can do. After several more call's thay said thay would send a e-mail to billing to just charge the passed due at this time. That was on 10/11 today 10/15 I find thay charged the full amount. I dont get payed untill the 10/22 and this is going to over draw my account. I also e-mailed the costumer service and recived a replay that thay would be happey to help me (Right)

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3:02 pm EDT
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Cirro Energy / U.S. Retailers late fees

is very abusive that i call on 8/13 to let them know i have not received he bill on the mail, the first person who answer"roberto" said
that is nothing he can do, that they send it i he got no idea what happen that i have to pay know and avoid a late fee, so i went on line and this other person "christoper" and he said not problem you are a good customer never had any late payments on the past, he told me to send it at my early convinance and if they add a fee they will wave it, so i send it right away he said if i got a late fee to just call and they will removed, i received the bill on 8/25 and the fee is there so i call and this helpless person "ron" said that i need to pay know and maybe if not the next billing cycle it may take another before they credit my account or refound the money, i cannot belived how primitives are on customer service, why can just take that out right know so i can send the difference, i request to speak to a supervisor and you get the same answer "they are on a meeting right now" come on what a laucy service. this person "ron" will not let me explain he was just talking and talking. we really need better customer services and stop playing with our money

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12:00 pm EDT
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Cirro Energy / U.S. Retailers Billing/ Lack of Customer service

Some idiot from Cirro accidentally put my address up for a disconnect as if I was moving had to call and straighten this out then it screwed my bill up completely and spoke to a Moses today and not once did he apologize to me for all of this mess all he did was remove the late fees. I even said to him not one person has had enough customer service skills to say I am so sorry this happened to you and he still did not say anything. CIRRO ENERGY SUCKS! I would not recommend them to anyone.

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Warren E
Burleson, US
Aug 17, 2012 2:57 pm EDT
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I had same experience, billing issues, their fault, no apology. Apparently it is against company policy to apologize to custemors. Just plain stupid policy!

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6:32 am EDT
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Cirro Energy / U.S. Retailers This company does not honor contracts

I renewed my contract with Kinetic Energy on 1/25/12 and have e-mail confirmation. On 2/10/12, billing was moved to Cirro energy. I have an e-mail from Kinetic dated 1/5/12 saying that the change was going to happen but that I did not need to do anything because my contract would remain in place.
On 6/14/12 I went online to change my form of payment and there was a note that said my contract had expired. I called Cirro and spoke to Jessica who had terrible customer service skills and basically just kept repeating that it was not their fault because Kinetic had given them the wrong information. I asked to speak to a Supervisor and she said that they would tell me the same thing. I insisted on speaking to someone and she put me on hold for a very long time only to come back on and say there was nobody I could talk to and she would send them a message to call me but they had 24-48 hours to call me back, but no one ever called me.
I also have confirmation that I was on average billing with Kinetic but she said they had no record of that, so my bill is $70.00 higher than what I pay every month. I was a Kinetic customer for 3 years and got nothing but wonderful service from their customer service department the few times I did have to call.
This customer service was unbelievably awful! I am a Customer Service Manager and it is just unbelievable the people can act this way towards their customer! I did not ask for Kinetic to move to Cirro and had I known they had such terrible service and would not honor my contract, I never would have renewed with Kinetic, but I have the e-mail saying that I did not need to do anything as my contract would remain the same.
They are crooks!

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ConsiderThis75
, US
Sep 10, 2018 12:57 am EDT

The Houston Chronicle (in it’s Energy section) quoted Cirro’s spokeswoman Pat Hammond in the article “Cirro Energy acquires customers from two Electricity competitors” i.e. Pioneer Energy and Stat Energy on August 1st, 2018 as stating that all of those acquired customer’s former contracts will be honored. Pat Hammond was making false statements to the press and misrepresenting this company’s actual intentions for at least some of their acquired customers (most likely those with contracts Cirro does not want to honor due to low rate plans and no service fees) and with THOSE select unfortunates, Cirro has a long standing history going back to 2011 and possibly earlier, of telling those customers that the former company failed to send the correct paperwork & have then found themselves enrolled by Cirro into plans with high rates without these customers consent or knowledge! In my case, I have a great contract with Pioneer Energy at .0834 cents per kWh and no service fees and no fees associated with usage amounts, and during transfer Cirro sent me an email stating I was enrolled in their “Smart” Simple Plan which turns out to be a 3 year contract at about 13 cents per kWh. I never signed up for this and I have all the relevant contract paperwork from Pioneer Energy that I sent by email to Cirro and Pioneer Energy also assured me repeatedly that they had also sent my correct contract details to Cirro, yet it is over three weeks since Cirro took over my service and Cirro STILL has me down for the plan THEY signed me up for. I have requested repeatedly for my correct contract to be sent to me in writing so I can set up my online account and auto bill pay, but they have only demonstrated obstructive behaviors in response. I also requested the date my first bill would be due & they told me to call CenterPoint Energy and refused to answer my question! Have filed complaints with Texas PUC, Texas Attorney General, Federal Trade Commission, Better Business Bureau and highly recommend anyone else experiencing this from Cirro or NRG it’s parent company or it’s subsidiaries Reliant, Green Mountain, or Pennywise to also register their complaints as only with multiple entries is it taken seriously and action taken.

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3:19 pm EDT
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Cirro Energy / U.S. Retailers Billing

We've had Cirro Energy for over 6 months now. We've never let our power get turned off, and the bill is always paid. However, it's getting frustrating and tiresome to keep getting disconnect notices over a couple dollars. Cirro's claim is that no they can't change the billing date, because Oncor is the one who does the meter reads. That would normally be fine, BUT.
If you are late with a bill, Cirro tries to sell you a payment plan; the bill that's due can be split over four months, with the inclusion of the next four months bills. Other than that I was literally told "We cater to poor people, so tough, deal with it. Oncor handles the billing cycles and gives us the information. You could call Oncor, but they'll tell you you can't change their meter reading dates." You mean any company with a computer can change a billing date, except these two?
So how is it fair if I pay over 3 quarters of a bill, not only do I get a disconnect notice, obut to try and be sold a plan that will put my electricity in a big hole for four months. That pretty much spells out a scam to me.

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6:57 pm EST

Cirro Energy / U.S. Retailers Wrongful disconnection of service

I've had an account with Simple Power for the past 2 years as well as automatic bill pay from my bank. Apparently last month Simple Power went out of business and transfered all accounts to Cirro Energy. On Saturday, July 28th we returned from an out-of-country vacation to a temperature of 105, disconnected electricity, no alarm system, and a fridge and freezer filled with melted/rotten food.

I called and was told that I couldn't speak to anyone regarding the problem until Monday. As a result, we also incurred hotel bills. There was a 10 day notification letter from Cirro Energy in our mailbox dated July 26, 2011 stating that we had 10 days to pay our bill or the electricity would be turned off on August 5, 2011. HOWEVER, we can tell from our online account for our security system that it was deactivated when our power was turned off on July 23, before the mandatory 10 day notification letter was even typed. The TDU verified that the disconnection was received over a week ago. No efforts were made to contact us regarding their error in billing, and the "supervisor" who I was told would contact me ASAP regarding the problem still has not returned my 5 phone calls. I spoke with a Public Utility Commission representative and was told that Cirro/Simple Point is definitely at fault because 1)the automatic bill pay should have been seemless and 2)the requirement of a ten day notice of service disconnect was not followed. I'd like reimbursement for all expenses.

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6:42 pm EDT

Cirro Energy / U.S. Retailers It is the worst company I have ever seen

I started using Cirro Energy service from July 2009. I used auto pay service for my payment every month. At beginning of Jan 2010, I changed the new credit card from their website. After updating, I check several times from their website. It showed auto pay with the new card information. On February statement showed: Your Draftmatic auto bank draft service is now in effect. Do not remit payment. But on the March 1st, my power was cut off. I call them and they said I did not pay my payment. I told them I had updated the new card and statement & website had already showed auto pay was set up. I even faxed the statement to them at once. They told me statement and website all gave me the wrong information. Their system did not set up yet. It was confused me. I did not know which one was true. Because of their problem, I was asked to must pay the all the cost (disconnecting fee, reconnecting fee and later fee) with very rude attitude. It is ridicules. I call their supervisor several times and left the message. Finally they call me back on March 30. They still refused to agree their mistake. I am really angry with their terrible service. They do not care customer because the contract will hold their business. I must tell everyone NEVER EVER USE CIRRO ENERGY! It is the worst company I have ever seen.I used cirro service from last July. I always use autopay for my payment.

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4:38 pm EST
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Cirro Energy / U.S. Retailers disconnected

My credit card expired, I activated the new one.
On my profile it did not update. When I paid my bill online, there was no indication that the payment was not received or failed.
Cirro turned off my power before my next bill was even due. Their customer service is grossly incompetent, they had no explanation for why it happened. They did not contact me by any media to let me know the online payment did not go thru. I paid the entire balance last night.
Now it is Veterans Day, they are closed and have scheduled my reconnect out 2 more days for some reason. I cannot reach any voice from Cirro, only a answering service with not authority or clue what to do.

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1:22 pm EDT
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Cirro Energy / U.S. Retailers Bad Customer Service

I have been a customer with Cirro Energy for over two years. I called them more than 24 hours ago to have a letter of credit faxed to my new energy company. When I talked to someone yesterday( I have her name but of course noone there has ever heard the name) I was told the letter would be sent within 24 hours. It hasn't I just called and spoke to someone else and was told that they have no record of my call yesterday and he would send another letter. I asked to speak to that department and he said I couldn't, they could only email them. I asked for a supervisor and was told she was busy. When I insisted that I speak to her I was transferred and conveniently hung up on. I have never been late on a payment and I'm not surprised about how they treat customers. For the last year customer service sucks. DON'T USE THEM. IT MAY BE CHEAPER (BUT NOT REALLY) BUT THEY DON'T CARE ABOUT YOU. JUST THEIR MONEY

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Cirro5uck5
, US
Jul 19, 2011 12:57 am EDT

I agree. I just received a "service disconnection notice" for an account that is paid-up. They purchased my account from simplepower, but could not seem to ever give me the correct amount for my bill either on the website - over the phone, or via mail. I paid the $50 they stated I owed last month, which was obviously at least $100 low, and was told (when I mentioned this could not be correct) that they don't expect me to pay the full amount yet. I expected to pay more this month, and I did finally get the bill with caught up amount. The day after, I get a disconnection notice. They seem to be clueless and rely on their automated systems too much. So when the contract is up, I'm dropping them asap. They seem to be just as eager to drop me, evidently!

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Cirro Energy / U.S. Retailers Lies, lies, lies

I had a 1 yr contract at set price; they did not notify me at the end of contract to see if I wanted to renew; more than doubled my rates without notice and now want $600.00 over and above the contract price.

When called about it, they said they would renew my contract and rescind the overage; LIED, LIED, LIED!

They are scamming Texans and should be kicked out of Texas Electricity Market.

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Shannon Mugrage
Austin, US
Jul 15, 2011 7:52 pm EDT

I have a $30 charge on my credit report because of these people. When I called in, I was treated like a little kid by some guy that sounded like he was 15. That was by far, the most unprofessional dealing I have ever had with a supposed "company."

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KJJ1
, US
Feb 11, 2010 6:20 pm EST

THESE PEOPLE ARE LIKE POLITICIANS, LIAR CENTRAL ! ! THEY ISSUED AN ORDER TO THE SERVICE PROVIDER TO DISCONNECT ME FOR NON PAYMENT WHEN THEY WERE DEAD WRONG ! ! THEN, WHEN I CALLED THEM ABOUT IT, THEY DENIED IT ! ! I GOT THE PROVIDER TO SEND ME A FAX IMMEDIATELY OF THE ORDER. THE ### ARE NOTHING BUT LYING SACKS OF TURDS.

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coast2co
Corpus Christi, US
Oct 31, 2009 10:58 am EDT

I have the same usage practices when I was with CPL (Direct Energy) I never paid more than .23 kw in June 2009 I had a bill around $275.00 in the heat, I awitch to CIRRO and my bill for September/October @ 440 KW used is $169.00 plus tax. Either CPL(Direct Energy) is in Collusion with AEP on Line Rate Charges or CIRRO Energy is pocketing the difference. What do you think...

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coast2co
Corpus Christi, US
Oct 31, 2009 10:53 am EDT

I also switched our church account to Cirro. (We are a small church with 2 - 5ton AC units. They quoted .066 KW plus AEP line charges. Which was projected via the phone around .08-10 KW I understand. AEP line charge is .28 kw plus. Cirro said Because when we turn on the 2 AC units within 2 mintues of each other and the lights it creates a demand that AEP says you are a high demand user thus .28KW line charge. My bill says I paid 38.53 cents a kw. So am I scammed or are they right. I was better off with CPL. They never charged us like this.

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