Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have contacted Express Energy to stop my service on 1/8/22 as I am moving. I was told to email proof that I am moving to avoid their early termination fee. To date I've sent my contact to purchase my new home. Statement of new utilities in my name & new address. As well as a move out statement on company letter head from Gables residential with my attached notice to vacant stamped by them. ALL of which have been rejected by Express Energy as proof that I'm moving, This is beyond absurd and now harassment!Business response
02/04/2022
Business Response /* (1000, 6, 2022/01/04) */ Thank you for the opportunity to address our customer's concern. Our customer called on 12/29/2021 to cancel services effective 1/8/2022. An email was received on 12/29/2021 with incorrect documentation and we responded with what was needed in order to remove the early termination fee. A follow-up email was received on 12/30/2021 with the documents we requested and on 12/31/2021 we removed the early termination fee. This was communicated to our customer the same day it was removed. There is a balance due 1/6/2022 for electric usage from 11/18/2021 through 12/18/2021. A final bill will be sent once the services are disconnected after 1/8/2022.Initial Complaint
12/24/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
This company is very unethical and really screwed me over when I moved. I follows their policies and procedures and sent them the move address to my new home so I could not get charged for leaving early, that's what they request. They never founded my after they said they would on email, they basically lied to me several times. I will be reporting the. To the Texas Utilities Commission who regulates electric companies.Business response
02/04/2022
Business Response /* (1000, 5, 2022/01/04) */ Thank you for the opportunity to address our customer's concerns. Customer contacted us on 11/8/2021 to ask about the early termination fee and we provided him the documents needed in order to have that fee removed. Customer forwarded the necessary documents and on 11/8/2021, we removed the early termination fee which caused a credit on the account. On November 30, 2021, Express Energy mailed out the refund check to the address on file. Our customer called us on 12/13/2021 to state he had not received the refund. We cancelled the refund check and instead issued a refund to the credit card on file. This refund occurred on 12/16/2021. Consumer Response /* (2000, 7, 2022/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received credit, all good.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
25 total complaints in the last 3 years.
9 complaints closed in the last 12 months.