Disclaimer: The TLDR version. Gexa will charge you, owe you money, and try to frame you as scamming them when in fact they have scammed you. Go with another company. After the debacle of a move and transfer of service, I have given Gexa time to fix their mistakes and they have done the complete opposite. In the last almost two months, Gexa has double charged me and then tried to flip the script on me like I pocketed the amount they allegedly "credited" me. Recently I sold my home and moved to an apartment so I needed to transfer service. No big deal, I did that several years back and it was super easy. Apparently Gexa's customer service department has tanked since then. I called repeatedly and was reassured that my service would be ready despite having no account number (I needed that to get the keys to my new place) and never receiving a confirmation letter of my revised plan. No big deal, right? As I received final bills from my old place, I paid them. Final water bill? Paid. Final gas bill? Paid. Final electricity bill from Gexa? Paid. Oh but Gexa is special because their system sees a manual payment and proceeds to withdraw the Autopay from your bank despite the manual payment clearing nearly three weeks prior to the Autopay date. I called after realizing the double payment. The customer service rep I spoke with assured me that my refund would not be to the account I used to pay as that account had been/was going to be closed. She told me that wouldn't happen. Of course it did. I called back to get my refund in the right place but Gexa advised me that it went through to my old bank. I called the old bank and they basically said that Gexa was flat out lying. When I called Gexa to tell them that, they said that I could get that written on letterhead and they would refund my money. Wait, what? So they "sent" my refund and because they don't believe me I have to prove that they owe me $130 that they admit they took as a double payment? I'm still waiting to get my refund back despite reporting them to the Better Business Bureau. That just goes to show how low they're willing to stoop to extort money from paying customers. Good thing I canceled my account with them. Once I have proven that they owe me that money, they can apply it toward my fees for breaking my service agreement almost a year and a half early. read more

Original deal I signed up for was a decent deal. Renewal offers were confusing and opaque. I asked for a decent easily calculable offer and none was forthcoming. When I went one month beyond the end of my contract Gexa completely bent me over on rate. I give these guys a solid do not recommend. This company has made me think that re-regulation of the Texas utility industry might be a good thing. read more

Price gouging! Isn't that illegal. Lied and told me I had one rate but when I looked online they gave me a much higher rate that was 5x what my previous bill was read more

Hi My name is Z Shaikh I been calling your company fro last 3 week and they put on on hold most of the time for more than 45 minutes and than call disconnected and no one call me back what happen is on jully 19 when I was trying to pay my bill Gexa web site had problem and they charge my credit card 5 times I have statement copy bellow: Jul 19, 2020 4TE*GEXA ENERGY (...9257) Bills & utilities $172.52 See details about this transaction Jul 19, 2020 4TE*GEXA ENERGY (...9257) Bills & utilities $497.54 See details about this transaction Jul 19, 2020 4TE*GEXA ENERGY (...9257) Bills & utilities $325.02 See details about this transaction Jul 19, 2020 4TE*GEXA ENERGY (...9257) Bills & utilities $497.54 See details about this transaction Jul 19, 2020 4TE*GEXA ENERGY (...9257) Bills & utilities $325.02 See details about this transaction than i called they refund me three payments below: on 8/23 $ Amount -325.02 -325.02 -497.54 so they got my two payments 172.52 and 497.54 my balance was 497.54 that times so that means they owe me 172.52 My new charges 319.53 and however they include all refund in that and it become 821.99 I am trying to contact them and multiple times but they unable to transfer me to higher level I never have problem with any company like this I am still on hold with Gexa for 45 minutes while typing this message read more

PHONE REP DIDN'T DISCLOSE FULL RATE!!!! My experience has been the exact same as others. The first 6 month term was okay, as I signed up at PowerToChoose.com, where the rates were clearly spelled out. Upon renewal, which I had to call in to do, I talked to a rep that gave me the rate per kwh, but was not the total rate, which includes delivery charges and other fees in addition to the per kwh rate. I know exactly how the charges work, as I've used several Electric companies since it's been deregulated. I specifically asked if that was the total rate, and they verified that it was. Fast forward to my first bill, twice as much as it should have been. Of course when i review the bill, the rate per kwh wasn't inclusive as the rep mentioned. There were still delivery charges, and fees. I asked to cancel since it was my first bill, and within the first month. I was advised I'd have to pay a cancellation fee. I think paying the $150-$200 cancellation fee and switching to another provider would have been cheaper than sticking this out for the entire year. I've never had electricity bills this high, the 5 years I've been in my house. NEVER AGAIN GEXA!!! RUN FROM THIS COMPANY!!! I set a calendar reminder to cancel at the end of my contract, which happens next week. I'll be able to have extra spending money after I dump them and choose another company. MAKE SURE YOU READ THE FINE PRINT AND ALL THE DETAILS IF YOU SIGN UP WITH THEM. read more

A 30 KwH jump in our bill (2%) increased our bill by $150 (250%). Took 30 mintues to get through customer service only for them to say they couldn't do anything about it. Horrible customer/user experience all around, will be disconnecting and going back to TXU. read more

This company is terrible. I was paying a $250 light bill monthly. Then all of a sudden a $550 bill, when I called CS they stated we had a bad/ or wrong meter so they were charging us the difference . They offered a monthly plan of an extra 250 a month to cover the cost of an outside meter we have no control over. When that was finished and paid down and zeroed. The next bill they charged us for was $952 dollars. Who uses 1000 dollars worth of energy for a two bedroom apartment? DO NOT USE THIS COMPANY. read more

HORRIFIC. I cannot get anyone on the phone to discuss my plan with me. I have contacted them multiple times due to my bill LITERALLY DOUBLING since I switched providers. read more

Just got off the phone from an agent to renew my contract. I've been on a month-to-month plan and wanted a yearly fixed rate plan. At first they gave me this plan that seemed good, at a fixed monthly rate of $104 total. This was good because in summer time my bills are usually double that. But the damn plan unknowingly requires that they install a smart thermostat in the home. I told them I ALREADY HAVE A SMART THERMOSTAT and sensors (Nest). They still claimed they would need to install this other thermostat along with my current one. That is the most RIDICULOUS thing I've heard! I don't need two thermostats in my small home of 1300sqft! I have the Nest and sensors in all my bedrooms already! Then the agent eventually cancelled that, and gave another option for a two year term. I just agreed to it, because I was so pissed at their customer service trying to scam you around with plans. The plan I got is only a couple cents less per Kwh. After my two years is up, if my bills are not low as expected, I will change providers. read more

It all sound it good over the phone.. then the bills stared showing up. STUPID me i gave them my credit card for AUTO pay. Stupid ME trust them.. i didn't check my bills. 2nd bill was $350 bucks and all of them were around that range. I left my other company bc i was paying around $140 tops!!! Customer service really sucks whit them. Rude.. the 1800 wont let u speak with anyone .. I DON'T RECOMEND GEXA TO MY WORST ENEMY ! read more

It sucks that I have to wait more than an hour on hold to be able to talk to someone about my bill. I'm just barely a month in with Gexa and already looking for another electric company. Edit: Just called Reliant and they answered their phones quicker than going through Gexa's automated menu. If you're coming from Austin Energy, don't go with this company. What normally would've been a $90 bill turned into $160. read more

I ve been with them over a year. My plan said 5.2 cents per Kw ,and when asked if delivery charges are included I was told several times - yes.Well - NO. In delivery fees I paid almost as much as energy charges. I have months where I spend 700kw and my bill is $150 and months where i spent 1300Kw and my bill is $130. Decided to switch to a new plan - a lot of plans under 9c per Kw and when read carefully ( they wont go into much details about that with you on the phone) but this would be the energy charge without delivery fee if you spend over 1000Kw , AFTER you get $95 credit for spending over 1000Kw, If you spend under 1000 you will be charged 17cents + per Kw, plus delivery charges....they know how to talk to you to trick you into signing a contract, but once you see your bills you start questioning what is going on.... read more

I closed my Gexa account in October 2018 because the plan was not clear; if I used between 500-1000 kWh I was charged per kWh, but if I went even 1 kWh over 1000 I was charged a flat rate of $185 and this was NOT made clear when I signed up for the service and was so desperate to get out from under this company that I was willing to pay the cancellation fee of $150. The final bill with cancellation fee came to $187. I called to set up a payment arrangement and they agreed to $20/month, but mostly have been paying more. I have made all of my payments on time, and when I went online yesterday to make the payment that was due April 26th, the balance showed $0 due and I was unable to make my payment. I received a call this morning from a collection agency stating that my account was sent to collections on the 24th...2 days prior to my most recent payment due date. I have been working extremely hard to get my credit score up and set up the arrangement for this purpose, and they completely ignored it! After hanging up with the collection agency I called Gexa to get to the bottom of it but they refused to speak with me, claiming I did not have an accout with them at all...which does not make sense to me because I am still able to logon to the customer portal. Do yourself a favor and AVOID THIS COMPANY AT ALL COSTS!!!!!!!!!!!!! The plan terms are not made clear when you sign up, and they have no regard for someone attempting to pay down an outstanding bill, every customer service reps I have spoken to has been extremely rude and talked down to me. I will NEVER recommend Gexa and will continue to tell everyone I know to stay away! read more

Gexa online system is terrible. It's easy for things to get messed up and you end up paying fees and penalties.

I believe Gexa is deliberately deceptive, and they flat out lie. When I signed on with Gexa the plan I chose stated I was going to be charged 7.2 per kw hours, and I was going to be given a credit of $80 when my bill was between 1000 and 2000 kw hours. They gave me the 80 credit but I was charged 10.41 per kw hour. In addition to that I was charged another 3.15 kw for delivery charge. In reality I am paying over 13.25 per kw. When I called Gexa I was told that they had other plans and was connected to that department. It has been 2 days and I have not reached the department to discuss my bill yet. My bill has doubled and I used the less kw hours than I used last month. I have decided that I am going to switch as soon as possible before I lose any more money. Stay away from Gexa Mattie Packer Grand Prairie. read more

Been on hold for two hours already. I have yet to get through. I'm trying with two phones. I have to move tomorrow and need my information. I paid their deposit two days ago and still have no confirmation to show for. I need this info to even step foot into my place. We are due to leave tomorrow have everything packed and can't step into our damn place. read more

I just received their 1st bill for a complete month. The amount charged is as expected as per their EFL. Yay ! Be aware, their "autopay" does NOT become effective until the following billing period. So, if you don't see "DO NOT PAY" on your invoice, then, make a manual payment. Also, the "auto-payment" will be processed "on or about" the invoice "Due Date". They should better disclose all that. read more

Gexa is horrible, I was with TXU energy for many years and recently decided to switch to Gexa with the hope of lowering my electricity cost. Worst mistake ever! I have been with Gexa only two months so far, and my bills were over $100 higher than my highest TXU bill ever received. Even at higher kWh usages at TXU, my bills were much lower than at Gexa. I called Gexa's customer service, waited for half an hour then finally decided I couldn't wait anymore and opted into receiving a callback. Two hours later, they back and was ultimately told they couldn't do anything about it. Also, I was supposed to get a bill credit for having used 1000-2000 kWh, I never received it. I am switching back to TXU immediately. People, don't waste your precious time and money with Gexa Energy, you'll definitely regret it. I never felt valued for by them, only ripped off. read more

In the two months I had Gexa service I had my two highest electric bills in 20 years.

If you don't care about having dependable service, good customer service from knowledgeable employees, a billing system that is accurate, or paying additional fees due to incorrect billing, then Gexa Energy is the company for you! One star for "not good" is giving them far more credit than they deserve. If you do happen to use them and when you have an issue, don't error thinking six calls and speaking with a supervisor will help you. Follow up with another supervisor or two until you find one that knows their job. read more

I Have been with company for 13+ years and called today to see if I could get a payment arrangement due to my circumstances. They flat out told me no. Customer service is crazy can't never get anyone to fully understand you. Try to seem like they really want to help, but the only thing they care about is getting any little money they can get out of you. I WILL BE SEARCHING FOR ANOTHER COMPANY TODAY ASAP!!!!!!!!!!!!!!!!!!!! read more

I am signing up for plan and i have couple of question and trying to reach them since Friday on contact numbers provided and email address they mentioned. Not able to reach them in anyway. I had almost spent all my three days on phone hoping that it will connect to customer care representative. Its pathetic, terrible terrible experience. update: 09/24/2019 -- It's horrible that after sending multiple emails no one reach out to me for resolving issues. Thank you, Naresh read more

DO NOT try to get a quote online! I did, and the next thing I knew, they said I had signed up, and my new service would be connected. This happened about a 2 hours ago, and I've been disconnected 6 times and/or on hold waiting for customer service ever since. I read one review that said he waited for 5 hours for customer service. At lease while I'm waiting, I have time to file a complaint with the Public Utility Commission of Texas. STAY AWAY FROM GEXA!!! read more

Never had an issue with Gexa Energy been with them for 13+ years always gave me the best price plan available. read more

snake oil salesmen! Beware they will promise you gift cards and tell you no extra fees and once you sign up get your first bill there's extra charges AND when asking wheres my gift card they say oh sorry that was for a different plan! they suck! read more

I started with Gexa on a decent plan with what I came to find out recently, were "introductory rates" which was awesome then. Average bill was around $40 a month which I found fair, considering I'm rarely home and live in a 650 square ft one bedroom apartment. A year later, I needed to renew, and I'm not sure if I just didn't read everything correctly or they just straight up screwed me. I'm paying $140 now at .14 ¢ per kWh and a bunch of fees -- it's just unnecessary considering the many different plan options are out there with other companies. Now I'm trying to figure out how to cancel but of course there is no such option readily available online. When I called to ask more questions as to why I was being charged so much more the customer service rep. was so blasé about everything. When I explained my frustration and basically told him I'd just shop around for another plan with a different company I was shocked at how he didn't want to offer any resolution or even apologize for the misunderstanding. I would definitely keep shopping around for something more affordable. read more

Do not use them. I got a 10 month new customer package. My bills were tolerable and then without notice, it expired and my bill doubled. I called and they would not give me any breaks or deals. So of course I switched ASAP. Even so, from that first warning shot, I had two months of high bills before the switch kicked in. They live for you not to notice the deal expiring. Caveat -- mark your calendar and be sure to switch out a month before it expires or Gexa will screw you. read more

Gexa has hands down the worst customer service of any electricity company I've ever sighed with. My service was disconnected after I lost my credit card, and logged onto the app to change my account settings to autopay from my checking account. Apparently the changes didn't save, and I had no idea until I cane home from a work trip to a dark, messy apartment. All of my food had spoiled, my internet was obviously disconnected, the apartment is sweltering. Really Gexa??? A quick courtesy phone call would have solved this whole issue in minutes-I had NO idea that my changes were not stored in the app. I will be looking into new companies ASAP. read more

I took gexa basic 12 plan ....initial bills are great...then started getting $180 per month for a single bed room house...is too much. I used TXU energy for 3 years...for the same apartment never crossed $110. So I won't recommend anyone to take this Gexa... read more

If you read reviews please take heed to mine before deciding on service. Please do not sign up with this company. If you're reading this after signing up with this company pay the $150 cancellation fee and switch to a different provider. This company is awfully operated. The customer service is non existent. I was on hold for more than 2 hours on two occasions waiting to speak to a rep. Disconnected my electricity when there was never a missed or late payment and the power was out for 3 days before I could get connected with anyone to fix the issue. This company honestly needs to be shut down. read more

This company seems.to believe COVID is just a mere personal inconvenience. My wife and I were late on our bill. She had major back surgery recently, we both caught covid and are currently in quarantine, and we're both disabled. We requested a 3 day extension. That was far too much to ask. 1 day was the most Gexa would offer. Despite all the above mentioned problems and more we also stated since we're in quarantine we can't go out and get help with the electric but we could have it and would have the bill paid in full with a 3 day extension. Nope that too was just a personal inconvenience for us. Having to go without electricity on top of quarantine from positive covid results, major surgery the prior week being disabled etc, was still just a personal inconvenience for my wife and I and didn't warrant any understanding or giving us a couple extra days. This is what you get when using Gexa energy. They care only about money and they have zero concern about why you might be late on a bill or need a couple extra days. We signed up with a new energy provider after that phone call. read more

I almost don't have words for how awful this company is. Ironically when I had them as my power company when i lived in Dallas 4 YEARS AGO I got a good rate and never had a disruption. I thought they were great! Flash forward...4 years later after paying a $250.00 final bill in Dec 2014 they put me up for collections with ProCollect Jan 2019. I will be reporting both companies to the FTC, CFPB, the BBB, the California and Texas Attorney Generals for harassment and violations under the The Fair Debt Collection Practices Act...because I had a $36.97 final bill that I never received a bill for. Really?! I get harassed and berated by a ProCollect for that who proceeded to tell me they didn't need to give ANY proof of the fact that I owed Gexa any money. They had a wrong address, refused to let me speak to a supervisor, refused to show me a bill, told me to tell them my previous service addresses...they sounded like a scam. I decided to deal with Gexa directly. I waited on hold for an hour put my phone number in and got a call almost 24 hours later...that's your customer service queue?!?! That's a PROBLEM! I've never experienced a queue like that. I live in California now and would put my number in the morning and get a call the next day at 6am PST. Unbelievable really. Then i got a call from them when i was in a meeting with my boss...again it's hard to plan when their Customer Service queue is 14-24 hrs long. Then i got one on my way home. Only to be told by the rep that the department was closing it was 7:50pm CST and it didn't matter because their system was down so they couldn't look up my account anyway. SO WHY DID YOU EVEN BOTHER CALLING?! She put me in as a failed call and BOOM they called me at 6am the next day. The guy i finally talked to was nice and respectful. I get the sense that he gets yelled at every day because Gexa clearly understaffs customer service and doesn't care about customers. He told me I didn't need to work with ProCollect (despite what ProCollect told me) and I could pay by phone. Omg to pay by phone takes like 15 min cause it repeats EVERY number you have to give it: Account Number, CC #, Exp Date, CRV, and Zipcode. It's really cumbersome. I would never recommend this company to anyone and really hope that this review saves someone from the pain of dealing with the worst service in my entire life. Gexa it's actually a travesty that you're in business and I wish that you do the general public a service and shutter your doors. read more

Good luck ever trying to get a hold of customer service. Very little transparency with your bill. When trying to reach them by - they guarantee a response in 72 hours (NEVER THE CASE) read more

I'm have been trying to contact Gexa for several weeks to end my contract and has been impossible. Eternal waitings on the phone, no email answers or messages answered. I have nothing else to do, so I'm moving without caring about this anymore. read more

This company needs to be investigated for price gouging, false advertisemen, and hidden fees.

Lied about actually rates!!! I was on a plan charging 10.4c and when I got my bill for 3 consecutive month it was actually 18.4c. They said I used (no joke) double what I have averaged over the past 5 year consistently with other companies. Now they want to charge me to cancel my contract when they refused to come double check my meter because it impossible to double my usage. read more

I was told one thing by a sales agent from Gexa, I then get my bill and see something completely different. I live in a one bed room apartment and I'm never home. My bill was $172, I figured out I'm being charged .13 cents per kw. Then you call them, and it's an hr wait, I was hung up 3 times today by Gexa bc nobody could tell me why my bill jumped up so high. read more

I had 2 good service reps. Some misinformation in regards to when my power was going to come on after I accidentally gave the wrong address. Everything was fixed so I can't complain. I'm glad everything got resolved with out me missing out on any money. However both times I called the hold/wait time was ridiculous! I waited on hold for about 30-45 minutes each time! That's the only issue for me. I've only had service for about two weeks, so far so good. Just the hold time is killer! Be prepared. read more

I have used a variety of electricity providers, but Gexa is by far the worst. Between the surly customer service representatives and the absurd $70 for not using enough electricity each month, I cannot understand how they've managed to stay in business when there are so many other options available. I have recently changed providers and have been charged extra because I haven't used enough energy (because who cares about the environment and being energy efficient). I was 20 kW*h below the usage I needed to be, and have been charged an additional $70. Their billing cycle did not coincide with when my contract ended and they are trying to punish because of their ineptitude. I will be contacting their customer service (an endeavor I am not looking forward to) and fighting this nonsense. read more

This company is TRASH. Do not, I repeat, DO NOT sign up with them. I requested for service to begin on August 1, but didn't receive a bill for 2 months. I called to see what the problem was and they told me they hadn't been getting a usage report from CenterPoint for our apartment and that they would do an investigation. Two weeks pass and I still don't hear anything. I call back and they finally tell me our meter wasn't transmitting a signal to CenterPoint and that's why they didn't have any usage history for us. Billing finally began October 12; however, our apartments charged and are STILL charging us for using their electricity provider. I am very upset because I am having to pay charges and fees for things that occurred outside of my control. Not to mention between our 1st and 2nd bill, the amount more than tripled and I have yet to receive an explanation as to why--which further makes me believe something is indeed wrong with our meter and it needs to be checked immediately. This has also been a hassle because the customer service reps don't answer the phone! Ive waited on numerous occasions more than 40 MINUTES to talk to someone because no one is solving this issue. Just save yourself the trouble and go with another company. I'm still trying to get my problem fixed now smh. read more