Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cirro energy was a company that had service for electricity. I had service with them in 2020 when I was living in *******, *****. I left ***** due to financial hardship and also an abusive relationship. In October of 2020. So I couldnt afford to live there anymore. They reported to the credit bureau in 2021, i dispute it due to financial hardship and also because it was during Covid. . I was able to get it dispute and removed off my credit report. As of 10/04/2023, they added it to my credit report again but they stated that it was opened on June 13th of 2023. As if it was a new account. They have an incorrect information on this account, it was put back on my credit report knowing it was wrong information. I contacted the collection agency to let them know. And also contacted the company itself. To let them know its fraudulent at this point.

  Business Response

  Date: 10/17/2023

  Please review attachment. Thank you. 

  Customer Answer

  Date: 10/20/2023

  I am rejecting this response because: after calling and being told different information. And being transferred to different departments. Then them putting words into my mouth. The dates are wrong, I dispute this account it was removed. I told both parties. Very unprofessional, no one gave me any type of solutions. 

  Business Response

  Date: 10/20/2023

  Please see attachment. 

  Customer Answer

  Date: 10/23/2023

  I am rejecting this response because:   I stated to you guys multiple as well as with the collection agency, I file dispute with them due to what I told you guys over and over. I dispute this account due to financial hardship, I stated that to the collection agency, they told me that they sent you guys a response and is waiting for you guys to respond back, to gets this resolved. Im not giving up without a fight. Its was false information on that collection right information. And not one party is trying to help or reason with me at all.

• Initial Complaint

  Date:10/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I continue to receive negative collections on my credit report due to Cirro Energy allowing someone to fraudulently gain services provided by them.. I have contacted Cirro Energy multiple times in the past to inform them to NOT open an account with my info due to it being fraudulent and they continue to do so.. Cirro Energy is providing fraudsters access to commit illegal activity through way of fraud.

  Business Response

  Date: 10/09/2023

  Please see attachment. 

  Customer Answer

  Date: 10/11/2023

  I am rejecting this response because:   I have made MULTIPLE efforts to contact Cirro Energy credit department after missing calls from them. I have a normal job and can not answer every phone call that comes in but when try to call back, can NEVER get anyone to speak too.. 

    This is the 2nd time Cirro Energy has allowed a fraudulent account to be opened with my social security number and they have to find away to make it stop.. 

  Business Response

  Date: 10/11/2023

  Please see attachment. 

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a new energy plan, which started on August, 2023. I was told by the sales rep that the increase would only go up around 15%. They pulled almost a years worth of previous bills and applied the new plan to those bills. ******* sold me the plan based on the expectation that it would increase around 15%. I used less energy from the prior month and the bill went up 60%. This unacceptable, based on deceptive sales practices. They pulled the calls and said that agent is no longer there. I have documented proof of that call. This needs to be resolved per the conversation with that sales agent!!!!!!

  Business Response

  Date: 09/27/2023

  Please see attachment.

• Initial Complaint

  Date:08/31/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since Feb 2023, Cirro Energy is failing to bill me on a monthly basis and failing to post, email, mail, or provide my MONTHLY electric bill usage. Instead they are billing me multiple months at one time with a due date for that month's time period. This accumulative bill is becoming a financial constraint and if I do not pay then I am at risk of electricity shut off. My elderly father lives with me as I am his caregiver and cannot risk not having proper electricity. I have been calling them, opening tickets for this issue, emailing them every month to resolve this. When looking at my record since Feb 2023, you can see months skipped because they cannot generate a bill or know what my bill is and then I get a bill in the following month or months for all the previous months. I contact them pro-actively requesting my bill so I can manage my finance. Also, I am concerned if my monthly usage is correct since they are billing me month(s) after the fact. PLEASE help with this complain. It is now 7 months of me contacting them.

  Business Response

  Date: 09/18/2023

  Please see attached response. Thank you. 

  Customer Answer

  Date: 09/18/2023

  I am rejecting this response because:   As of 9/18, I have not received my bill for last month. Last bill received was billing cycle ending 7/24. I am still waiting on the bill for billing cycle 7/25-8/24. This company continues to not resolve this issue since February and instead of billing me monthly bills they accumulate months and bill me multiple bills creating a large amount due in less than 30 days (bill due date once the bill is sent out). I want this resolved where I get a MONTHLY bill each month with my actual usage. I feel this is against law since I am not seeing my monthly usage bill and billed monthly. I should not be billed accumulate amount and then requested to pay in a short time. Please help resolve this matter.

  Business Response

  Date: 09/21/2023

  Please see attached response. Thank you. 

   

  Customer Answer

  Date: 09/21/2023

  I am rejecting this response because:   zero actions are being made by Cirro. No updates on what they are doing, zero calls or contacts with me. One suggestion I made to them in my last call was for them to change out my meter since they stated they are not receiving the readings on a monthly basis which is preventing them to generate a bill. However, no actions on replacing the meter. Also, by state laws they are to share my monthly usage but I am not seeing or getting that which prevents me from (1) validating correct usage (2) allowing me to adjust my energy assumptions for next month based on the bill. This is why they are supposed to bill me monthly with usage details so I can adjust if needed on my usage!  Again this issue has been going on since Feb 2023. It is now approaching October and issue is STILL not resolved. Cirro is not doing ANYTHING!

  Customer Answer

  Date: 12/08/2023

  Yes, they have reached out and the issue at the moment appears to be resolved. However, only in few months will we know for certain based on whether they send my monthly usage and bill. For now there is no action item needed.

• Initial Complaint

  Date:08/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cirro energy has placed a collection account on my credit despite me never being a customer. There was a fraudulently opened account in my name. I will be taking the necessary legal action to ensure federal and local compliance. I have no prior relationship with this company and they have never spoken to me or communicated with me.

  Business Response

  Date: 09/06/2023

  Please see attachment.

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with Cirro Energy for 3 months on August 5th I contacted them regarding my extremely high bills and the representative enrolled me in average billing and stated that my amounts moving forward would be $132. I received my bill on August 19th for the amount of $332 I contacted Cirro energy on August 21st and requested to speak to a manager, the call was disconnected and I never received a call back. Today August 22nd I called again, the manager ********* was able to pull the recording and confirmed that the representative promised a bill moving forward in the amount of $132 he even verified that in the terms and conditions the employee promised an amount of $132, he apologized and stated there was nothing that could be done on his end. I would like my bill adjusted to the amount promised or for them to waive my cancellation fee so that I can find a better provider that will not lie to customers and will have better customer service.

  Business Response

  Date: 09/03/2023

  Please see attached response. Thank you. 

  Customer Answer

  Date: 09/05/2023

  
  

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This morning Cirro Energy disconnected my service due to nothing I did or created. I have been a loyal customer for years. After trying to go through the system to get my service back on I was advised that they would not release the hold until I gave them my DL. Which I sent via email. My wife is home taking care of my infant grandchild and I demanded to get my service back on. I was informed that it could take as long as 24 hours to get it turned on. I demanded a supervisor and manger and was hung up on twice. It is 100 degrees in ******,** today and I have had no electricity since 8:15 this morning. This has been a horrible experience and no one seems to care. *** is unacceptable.

  Business Response

  Date: 08/16/2023

  Please see attachment.

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NMG is renting space at Atlas Greens Road Industrial.Cirro is billing ** for electricity we never signed up for. Also, the unit # and ESI ID# (meter number doesn't belong to NMG. I offered the phone # for them to verify that isn't our unit nor meter number and provided infor to contact Centerpoint Energy who can also verify that meter # was never assigned to NMG. The unit # charged is K-100. Ours start with E. completely different area. I would not tell Cirro our unit # because I do not want them to update the account to our unit #. I will provide to BBB as long it it will not be shared with Cirro. ESI ID: ********************** Meter Number: I63499364 Do not belong to NMG. We also paid electricity to the warehouse for the months we did not have electricity setup.The warehouse wouldn't not have received billing for that unit if we had electricity set up. Cirro hasn't came up with a resolution in 3 -4 months of our compliant. They do not have record of us contacting them to setup electricity. Warehouse has the name of the company of has that unit billed during the dates billed which is not NMG.

  Business Response

  Date: 07/06/2023

  Please see attachment.

  Customer Answer

  Date: 07/06/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I don't have alot of info as I only found this on my credit report from a collection company they used. I found an account from a collection agency called **************************** on my credit report. The original creditor is named as Cirro Energy which I had never heard of. The account info I have is a partial account number ******** that is on the credit report but I don't know if it's for the original account or collection. The amount of the debt is $252 and it says date opened is 1/16/23 but again I don't know if that's for the original account or collection because I need actually received anything from Cirro Energy or their collection company. This was just put on my credit report without them even trying to validate the debt. I tried contacting them but didn't get a response which it seems like it's on purpose. I see alot of complaints on here about this same situation so it seems like they are just running some kind of scam on people. This company does not even provide services in my state or city where I've lived my entire life. There's only one electric company in my city and it's not them. If they claim someone opened an account fraudulently then how did they obtain services without a social security number and photo ID. It is any companies responsibility to check these things and obviously it wasn't done so if there was fraud they are responsible for taking care of this immediately since they don't seem to follow laws and confirm identity before opening accounts.

  Business Response

  Date: 06/12/2023

  Please see attachment. 

  Customer Answer

  Date: 06/22/2023

  I am rejecting this response because: I never opened an account  with this company. They claim that my ss number and drivers license was used online to open an account in ***** but yet they keep referring to me as Mr and they spell my name *****. If they had my ss number and driver's license they would have my gender which is female and the correct spelling of my name and have seen that I live in ********* and have a ********* driver's license not *****.

  Business Response

  Date: 07/24/2023

  Please see attachment. 

  Customer Answer

  Date: 08/04/2023

  I am rejecting this response because:   they obviously do not care if they opened a fraudulent account and refuse to do anything about it. They open accounts without even checking that it's  actually that person which is obvious from all the complaints on the BBB website so I will be moving on to suing them for illegal business practices.

  Business Response

  Date: 09/07/2023

  Please see attachment.

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fraudulent account opened in my name. Did not verify an ID or anything and reported it to my credit report more than once.I want to be contacted

  Business Response

  Date: 05/15/2023

  Please see attachment.