TXU ENERGY

We've been with them for several years in a smaller home. I had always had ongoing contracts with them and the customer services at that time had been very good but then we bought a new home which is almost twice as large as the first one. I had called them before we were going to do that and let them know. I was assured that I was in a contract or that I was getting the best deal and then I come and get my first bill was like $400. Then I called people, I thought maybe I needed to get a thermostat so they quickly got me these TXU thermostats. Then a month later supposedly, we were consuming a lot more energy even though that was really not true or accurate because we weren't even here most of that time. I got another bill but for $538 which I am paying on right now. When I kept talking with different people, their customer service has gotten to the point where, the left hand doesn't even have a clue as to what the right hand said or is doing. It is very poor customer service. It is like every time you call them, you are starting all over again. They said, oh the reason why we were charging you 16 cents a minute was because you were out of contract at that time. Wouldn't you think that if they wanted to make sure that they kept my business after I had paid on time for years, that they would have made sure that when I had said I wanted to be under contract...to make sure I got the best deal. They would do that, but no. So I just cut them off because they are ridiculous. You get plenty of really kind people, very nice and very professional. They'll be happy to listen to you and say, 'Sure we'll get it fixed' and then nothing happens. In the future, they could make sure that they are honest with what they are talking about as far as, if you have a long standing client who takes the initiative to continue with your company, after they move addresses, make sure that you are actually giving them what you say you are giving them. TXU needs to wake up. I have switched over to another service provider and they are awesome. My first bill was like $150, so much less and good customer service and totally worth it. TXU needs a wake up call. They really need to step up their customer service even though they are huge. They are going to be losing a lot more people because their charges are outrageous and there aren't many people who can afford that or shouldn't afford it.

Bought new house and provided TXU with the new address. All paper work listed address I gave TXU to hook up. Moved in on Monday, Wednesday power went off. Wednesday 9:30am - I called and they said power would be restored by 12:30 via automated system. 1:00pm - called and they informed me that power had been restored at 9:40 that morning. Told them that the power was still off and they checked the meter remotely, said problem was on my side. Called electrician and we determined that the meter was only passing 30 volts. 2:30pm - Called TXU back and they said that they would dispatch Oncor. Oncor showed up and found that I have two meters one on the house, one on the garage (backside and hidden). TXU had turned on the garage meter not the house. 3:30pm - called TXU back and they said that they could turn on the house meter but found that the meter was listed as a different address, I ended up getting hung up on 4 times and each time had to explain what was going on 6:30pm - after being on hold with TXU most of 3 hours and noting that the on-hold music only had 18 piano notes in the score (mostly just a bass player). I got a supervisor that said she was able to send a connect to Oncor to get the meter hooked up before midnight but she could not guarantee because of the thanksgiving holiday. but it was scheduled for Saturday at least. 10:00pm - still no power, ran extension cord from garage to keep fridge and TV up. Thursday (Thanksgiving) nothing Friday nothing Saturday 6:00pm - Wife got home before me around and no power. Called TXU and was able to get someone to resubmit the meter turn on 7:30pm - We have power. Signed contract for 12 months but switching at 12 months + 1 day. I cannot afford these kind of problems when the weather is getting colder. They say that TXU prides itself on customer service but this is ridiculous.

Was able to leave message on phone and electricity was restored in less than an hour

They are some of the biggest crooks I have ever run into. I have issues with them all the way around. When you call them for customer service, 9 times out of 10 you do not get a US call center. Rather, you get one in a Central American country or another country somewhere.To make sure you get a center in the US, you have to specifically ask who you get originally if they are located in the US. Then, if they tell you no, you have to tell them you want the US customer service center. Sometimes it requires you to talk to a supervisor to do that. In Texas you can go online to several different sites and they quote you a price such a 8 cents for a kilowatt hour. These are not TXU sites. The bills from these plans are generally within a few cents. TXU, however, was about 70% higher than what it should be in my contract. They operate in a bizarre setup in terms of what they put on your bill. When you sign a contract with someone, you have an early disconnect charge if you leave. So even though they upcharge you, if you leave early there is a disconnect fee. They were so bad that after 3 months I left them and ate an almost $300 disconnect fee. They also have a real bad habit of not letting you know that your contract is coming to an end, so that when your contract is over they put you on a month by month plan that is almost 15 cents a kilowatt hour. They're just sneaky all the around.

You really need to shop energy companies before you sign a contract I was disappointed in their energy ratings. Since switching, I have only spend 50% of what I was averaging with TXU

I have been with TXU in one form or another for 20 yrs. After finally getting around to it, I did the research and switched. I was paying an average of $169 per month for the last 2 years according to the data I got from my account in their web site. By switching to another electric provider I will be saving an average of $52 a month and that is with 100% wind. Point is that I could have saved some more had I gone with traditional plans. After switching in the new company's web site, TXU finally called me within two days trying to counter the offer. They threw a bunch of numbers to sound like they were cheaper. Luckily, I was prepared and had my spreadsheet and found that they were not truthful in the numbers. They then tried to attack the other company as to whether I had even heard of them. I said, yes, that I researched the customer satisfaction web sites and they were ranked #4. After they gave me the final numbers, TXU turned out to be about the same...however when I told them the new plan was 100% wind, TXU could not match it because the new company's traditional plan was about another 1 cent or 10% cheaper than the 100% wind plan. It is really easy to change. Research your choice (powertochoose.org), go to the new company's web site, enter your address or EIS number and contact information and click commit. That is all. After clcking the button, you have a couple days to change your mind per Texas state law.

I selected TXU as the electrical service provider to my home in July of 2005. I elected to receive the TXU statements via paperless electronic delivery and I paid the bill electronically through my bank every month. In July of 2009, I selected another service provider in order to get a better rate per kilowatt hour. TXU was notified by the new company and the change was made. I remained at the same address and kept the same phone number and email address. I paid every bill I received from TXU on the date I received it for the entire four plus years TXU was my provider. In January 2010, I was informed that I had a negative action on my credit report, I checked my credit report and discovered that TXU had submitted a writeoff in the amount of $500. I called TXU. The Credit and Collections department stated that they had sent emails, postal mail and made phone calls to me at my address and that I must have "moved to a new address" because they received no response from me. I informed them that I had not received any communication of any kind, that I had not moved, that I had not changed my email address and that I still had the same phone number. TXU acted very nonchalant about the fact that they had provided a bad input to my credit report and kept stating that this was my fault because they sent notifications to my home and my email address. I paid the writeoff amount that day and TXU sent me a breif, terse letter a month later stating that they had issued a request to the three credit unions to reflect the account was paid in full. Still, I have a negative report on my credit. TXU has not accepted responsibility for not sending me a bill, and the terse letter to the credit union contained no mention of a mistake on TXU's part. The credit report just states that the writeoff was paid. I marked the overall experince with TXU as lousy because TXU has caused my credit score to be reduced without cause on my part. The letter TXU sent the credit bureaus did not accept responsibility for the negative report.

A TXU representative came to my home and asked if I would like to come back to TXU of they could give me a better price per kW. I said of course I would. Who doesn't want to lower their energy bill? He showed me a presentation book quoting me 6.81 cents per kilowatt/hour for the first 600 kWh and 12.1 cents there after during the months of July through September. He also quoted me 11.0 cents for the first 600 kWh and 12.1 there after during the months of Oct through June. Sounded great. I asked for it in writing and he said the contract would be mailed to me...but I wrote it down anyway. I even asked him to repeat it to check what I heard. My neighbor was also there and she heard the same thing. He called the verification service and I gave my ok to switch providers. Today I received the contract and they switch the terms. Talk about a "bait and switch" operation. It would have raised my electric bill considerably. Luckily the contract allows me to cancel service within 3 business days of receiving the Terms Of Service Agreement (TOSA). I will NEVER go back to TXU.

Everything has been okay, but their prices seem high. We don't really have any other other options though.

They came out and inspected our house for leaks. They did caulking. They gave us some advice on some other energy saving items. This was all free. When they came out they taped the air ducts and they moved a couch out of the way from the wall to test something. When they left they left some of the masking tape on 2-3 of the air ducts and they forgot to put the couch back, they left it in the middle of the room. Other than that I thought it was an excellent service, one I've never heard of a company doing, particularly for free. I was well pleased.

I WAS VERY PLEASED WITH THE PRICE OF THE INSTALLATION. THE WORK WAS DONE VERY WELL.