Amigo Energy is a retail electric provider that has been in business in Texas for well over a decade. They have offered competitive offers in the past and presently that are worth a look at. Amigo Energy Customer Reviews are all over the place but seem to be proactive in handling the complaints.
Looking over the online reviews of Amigo Energy something that stuck out was the amount of customers complaining about the customer service. Customers would call in to the customer service center and a representative would try and assist them with an account issue.
In many cases I read that the customer was most frustrated with the lack of resolution by the customer service team with their particular issue they raised a concern about.
In Aurora V.’s case she said that she thought she had ordered electric service at a much lower electric service price but in reality she said they put her down at a higher price.
She called Amigo to complain and said she was transferred many times during the phone call and experienced rude behavior. At the end of the day she felt as if she had gotten nowhere with resolving the issue.
I imagine the 1 star review she left is related to the feeling that nothing was resolved. In this situation I will give some consumer advice that I have seen work.
If you feel that you had ordered one rate but were given something different I would call the provider and attempt to work it out first with them. If you get nowhere with the provider like what happened with Aurora then call or email the Public Utility Commission of Texas.
The PUCT will hold the retail electric provider accountable to resolve these type of customer complaints. I have seen an issue like what Aurora faced be dealt with much in the favor of the customer.
What ended up happening in the example similar to Aurora’s is that the providers in-house attorney talked with the customer and came to compromise and resolution that favored the customer.
The customer was refunded some money and put on a rate that was consistent with what she had been advertised. It is remarkable what can happen when using the tools available through the PUCT. Government agency’s are slow and cumbersome but the PUCT has a good thing going and Texas consumers should make use of it.
If you need an electric service concierge to assist you in ordering electric service in Texas please reach out to us. We would be more than happy to answer your questions and get you on a non-fluctuation fixed electric rate.
System for Payment Being Down Leads To Bill Error
Clifton left a review of his energy company, Amigo, saying basically that the customer service team told him a mistake was made on his bill because their system was down. A late fee was assessed and even disconnection of his service was threatened because of this mistake.
The late fee consisted of an amount that was $35. When Clifton tried calling he said he was on hold for hours. He stared at the phone ringing and seemed to be shocked that no one would answer.
Most of us consider retail electric providers to be large professional operations so when you call and it just rings and rings it can be perplexing.
There is not enough information to know everything but I assume when he saw the late fee he did not pay that fee. he probably paid his other charges but Amigo likely would not accept just partial payment.
Since he did not pay the whole electric bill I imagine a disconnection notice went out as standard policy. No one wants their electric service turned off especially when it’s hot outside.
Rather Than Not Paying Bill Call The PUCT
In this situation I think at the point of wanting to send in partial payment you will want to go ahead and call and or email the PUCT instead. Let the PUCT contact the electric provider so the issue is expedited and you don’t risk service being disconnected.
By using the PUCT to help you it allows for you to never get to the point that a disconnection notice is sent out and you will likely get a very favorable ruling on your behalf.
Amigo will be held accountable to call you right back and resolve the issue to your satisfaction. The providers try and keep their score with the PUCT in good shape so they are usually very responsive if the customer makes use of their help.
If you have any issues like this with your provider please reach out to us. We would be glad to help get you connected with the PUCT so you can make your complaint known and get your issue expedited to the right people. Think of us as your electric service concierge. We are here to help.
Kudos for Amigo Energy, a Forgiving Customer and 5 Stars
Jennifer explained that Amigo Energy actually called her to explain they were working on their system. There is not a lot of information provided but I assume Amigo was giving her a heads up that a problem could occur as they work out the kinks in their system.
This customer took a very positive stance on her provider calling her to inform her of a problem by leaving a 5 star customer review explaining that Amigo was helpful to inform her of potential issues before they happen.
It is possible that after issues started cropping up Amigo realized they needed to call any customers affected so that they too were not upset. Amigo headed off a potential customer service disaster by letting customers know what was going on.
Any company wanting to keep their reputation intact after a software system issue would definitely be wise to take a similar direction by informing customers that they are aware of the issues and are working to fix it.
Donny has been writing about the deregulated energy markets since early 2007. His knowledge has helped consumers lower their electricity cost.