Sarisa (30136453) provided the worst form of customer service I have experienced with your company. To display displeasure on the call by huffing on the phone after hearing my “concern” or “complaint”. Then to not transfer me without reading THE MUST DO script in fear of being “dinged” rather than de-escalating the call by just LISTENING to the customers request. She needs more training and so does Daniel (32325), escalation sup, for understanding what quality assurance means and is for. Sure it’s part for employees but mainly for the CUSTOMER. Please listen to the call.
Response: Mr. Lazano- As mentioned on your previous review in which you complimented Nocole, we will also review this call for coaching opportunities. Published on September 29, 2023
Do not recommend!! Too quick to put a switch hold very expensive and will not let you pay your own amount online wait is too long !!!! And will immediately place a switch hold and who pays only a $1 on a $160 payment plan I want out toooo much money !!!!!
Response: Ms Washington- Your comments show that you are frustrated because you cannot switch due to a switch-hold and you also feel that the service is too expensive and the wait to speak to an agent is too long. I am not able to pinpoint your account because there are multiple accounts with your same name and the email you listed on this complaint does not match any account in our system. This has been a tough summer for all Texas residents… it was the 3 hottest on record. That resulted in record usage across the state as homes struggled to maintain a comfortable temperature under the unrelenting heat. As a result, many customer’s needed assistance in keeping their power on and a deferred payment plan was the best option that helped countless Payless Power customers ( it sounds like you are included). Please note that if a customer agrees to a deferred payment plan, a switch-hold is applied immediately. This is not contingent on the amount of your installments. We do usually deduct your DPP installments at a rate of $1.00 per day because it helps customers with their cash flow. This would mean that if you have a DPP for $40 then a switch-hold would be in place for at least 40 days but you do have the option of paying it off early with no penalty. All you have to is notify us. Usually that is not an inconvenience as the average wait time is only around a minute, however on days in which long heat advisory expires, you may experience long wait times as thousands of customers are trying to call in at the same time. We are working on launching enhanced 24 hour automated options later this year. If you have further questions about the account or the switch-hold/DPP please call us at 888 963 9363 or email us via your payless Power customer Portal. Published on September 19, 2023
SOOOOO EXPENSIVE!!!! I’m paying for a two bedroom apt more than my sisters 4bedroom house w a pool. Do not recommend!!! Changing companies next week finally!!!
Response: Savannah- Your comments state that you are unsatisfied with the service because of the cost and you sister pays less for a 4 bedroom house with a pool. Everyone felt the impact of the summer heatwave and that sounds like an amazing deal but there are some ways that you can save money at Payless Power. The main thing would be to renewal at a fixed rate. You have been on a variable rate plan since your original contract expired early this year. By renewing you can lock in a low fixed rate . Call us at 888 963 9363 for more details. Published on September 19, 2023
look !!!! i live in texas and its just me and my wife its been 105 degrees everyday if not hotter .payless cut my electric off in the middle of a heatwave now im sick and i have to take my 67 year old wife to the hospital because i am thinking she has heat stroke what kinda ppl does something like that .Payless says they “care about their customers “well if thats caring then ive got a whole different idea about the meaning on that ..not only is our power off but while its off the are still adding more money to it everyday making it even harder for us to pay the bill what the hell are yall doing ….we are over 60 and on a fixed income and without a vehicle out in the country my wife could be very sick because of the heat now i have to walk ten miles in the het and leave her alone because our phones are dead …..wow
we cannot afford to pay this bill. I am one person trying to keep up in this economy and you guys are charging me just short of $20 a day for electricity, That is robbery! Temperatures are reaching 110 in my area and you all are taking full advantage of that by charging me outrageous amounts daily, not forgiving any of the the debt thus far knowing that the weather is not something I can control! I’m not a robot working only to pay for electricity that shouldn’t be this high! i am a mother of two taking care of a elderly parent and our bill has been $12-$17 a day and CANNOT AFFORD IT! the weather has been over 103 degrees for over two months and Texas has several fires that are causing it to be hotter here like maui and they are taking full advantage of people who live near the impacted areas by charging us for natural disasters and weather conditions! there are no free nights nor weekends payless power is a problem, a scam and im putting together a documentary to post to my tiktok with over 25k subscribers to warn people about this company! if you want to be apart of this please email my back up email so that i can interview you for this project so we can save others from being put into debt for electricity! [email protected] and don’t worry my email is not connected to this email address so they will not be able to see your comments nor harass you in any way! also a petition will be started on the 1st of august to help people who have been bullied into participating into this scam of payment rates in severally hot weather conditions! additionally if you have anyone in the home who is elderly and or ill please do contact me because legally they are not allowed in this situation to disconnect electricity!
Response: Ms Lee- Your comments state that you feel that you are being taken advantage of because your charges are very high as a result of the record breaking summer heat and as the mother of 2 and the caregiver of an elderly parent you simply cannot afford it . You are also stating that there are fires in the area causing it to be even hotter. You feel that you are being scammed into going into debt due to the amount of your charges. As the caregiver of an elderly parent myself I can understand the basis of your concern. While I’m not aware of any fires affecting the metroplex, you are correct that this has been a relentless summer even by Texas standards and there is no end in sight. This is resulting in record breaking usage across the state. Over the past weekend ERCOT ( Electric Reliability Council of Texas) has issued conservation warnings due to record consumption. On Friday DFW was the hottest place in the USA and throughout the summer the only places consistently hotter have been the Persian Gulf and Sahara Desert. So yes, its bad. However, consumers are indeed responsible for paying for their electric usage even in such an environment. There is not a single electric company in Texas (or the USA to my knowledge) that caps what customers are required to pay regardless of their usage. In short, there are no “all you can eat” electricity plans . Power costs money to generate , transmit and provide to consumers and businesses so you are responsible for paying for what you use. You may have an opportunity for assistance though. Although, Lite Up Texas was cancelled by the State legislature about 7 or 8 years ago, there are some other government assistance programs still available and a brand new one as well. One is called Texas Utility Assistance and you can apply by calling 855-566 2057 or by visiting www.texasutilityhelp.com Published on August 22, 2023
DO NOT MAKE THE MISTAKE of using this bs of a company as a service provider! They are scammers!!!!!! For one the daily rate starts at 1 amount and DRASTICALLY increases shortly after! I ended services on my last moving day after extending the service for 1 day! The $21 was paid to end this extension agreement and everyday there after they have continued to charge me illegally by resubmitting an extension contract I provided no verbal or electronic agreement. I have contacted an attorney to handle the matter! PLEASE CHOOSE ANOTHER ELECTRIC PROVIDER! This company is a complete scam and I will be posting this review on every platform they have MULTIPLE TIMES to warn other potential victims!!!
Why was I required to pay a $75 minimum connection balance to start service? Other electrical companies do not do this.
Response: Mr. Diaz- Thank you for your question. Payless Power offers pre-paid electric service with no credit check or deposit. In order to start service though a pre-payment is required. For your plan, the minimum payment required to begin service is $75. These funds are applied instantly to your account for your usage, unlike a deposit which would be held for the term of your initial contract to guard against non-payment . Published on July 31, 2023
If you live paying the highest rate possible and being ripped off payless power, which should be paymost power is the way to go. This is the worst electric company in the world. You guys stole money from my account without letting me know, who pays 80 dollars for two days of electricity. This is got to be a joke. This company is more like a mob, they will rob you blind and leave you In the dark. everything about them is a joke, the pay extention, ok they extend your service until.8pm that day wtf. Who does that. I am getting out of this and never looking back. I have already warned my 3000 us followers. Do not ever use PAYLESS POWER.
Response: Mr Shelton- You comments state that you feel you are being overcharged for your electricity and $80 was deducted from your bank account without your knowledge. As an influencer, you have notified your thousands of followers about the issue. First let us say that we apologize for any confusion. You did not use $80 in electricity in 2 days. We are in the middle of a heat wave that has made world headlines and that no doubt has impacted your costs but not to the extent that you are using $40 per day. Remember you can review your daily charges and usage in your My Account Portal, and also audit your meter reads via www.smartmetertexas.com. This is a 3rd party site operated free of charge by the State. This will confirm that we are only billing you for what your meter reports. What seems to have happened is that your account balance was negative and you re-enabled the autopay feature. A $40 payment was processed but because your balance was below $0 the payment did not bring the account balance to $40… it paid off the negative balance and left the balance. Then, when the following day’s invoice posted it dropped the balance below the autopay threshold and a second auto payment of $40 was deducted. By in large, that money is still all available on your account . A supervisor will call you today to discuss. Also keep in mind that the benefit of autopayment is to prevent you from ever being disconnected . It also has the benefit of allowing your make payments as small as $40 without a $4.95 minimum payment fee. That fee applies to payments processed manually under $75. 888 963 9363 Published on July 13, 2023
This is the worst company I ever! EVER. Way too expensive. Y’all are definitely raising these prices daily and fabricating the usage. As soon as is am able switch I’m out. I don’t even want to see a ad for this place.
Doesn’t even deserve 1 star. It’s like they just trick you into keeping them the first month the first month or two my bills were fine now I’m averaging around five dollars through eight dollars a day. How crazy is that in a 500 ft.² apartment. I do not recommend this company at all. They never respond to messages or calls. They only responded today because I wanted to cancel my plan. I do not recommend this company at all. They never respond to messages or calls. They only responded today because I wanted to cancel my plan. They don’t care to keep their customers. They’re probably ripping a lot of people off. I understand it’s summertime here in Texas but last year my bill never exceeded $80 right now. I average $75 every week and a half to two weeks. I’m lucky if $75 make it to two weeks that is an insane amount of money. My apartment is always hot.
Response: Ms Borja- To recap your issues, you are stating that you do not recommend Payless Power because while your first 2 monthly charge totals were fine, now you are being charged $5 pe e day for your small apartment which is still hot . You also state that your calls and emails are not consistently responded to . Let me say that it’s understandable for customer’s to be alarmed when they see their daily charges increase during the summer. It can be quite alarming if you have a plan that bill’s you daily . Part of the benefit of daily billing though is that you can see the impact of your power usage and make changes if possible. You were not with us last summer, but it does appear that you may have switched providers last summer as well. There were some pretty high usage months during the late summer which is understandable as that’s when the weather in your area was the hottest. Through this spring , your usage was low but really started to increase in May and is on track for similar usage totals as last year. This indicates that there is nothing wrong with your meter, your apartment just may be harder to cool in extreme heat. You did mention that even though your place is smaller , its always hot. This indicated that there are either environmental factors , like sun coming through a patio door or window or an issue with the AC unit. You may want to have your property manager take a look at it . Regarding your calls /emails going unresponded to, we should that we have received 4 emails from you since starting service with us and 2 calls, the last was a week ago. We will do an audit to see if there were any other contacts from you that were not responded to and follow up if we identify any missed communications. If so a credit will be applied to your account . Published on June 26, 2023