Great service! Thank you!
Response: Thank you for being a great customer! Published on March 16, 2021
Enjoy your service
Response: Thank you Troy for the feedback it's greatly appreciated! Published on March 16, 2021
Fantastic service. Very easy bill payments. Daily usage notification is the best feature.
Response: Thank you for your 5 star review! We are proud to know that Payless Power meets your expectations and that you are satisfied with our service. Published on March 16, 2021
Wicked easy to use – no waiting on hold or in line
Response: Thank you Kimberly for the great feedback it's greatly appreciated! Published on March 16, 2021
Thank you, we will see how well this works moving forward
Response: We are truly thankful for you as a customer and we thank you for taking the time to leave a review for our company. Published on March 16, 2021
It was an easy process
Response: Thank you for the feedback it's greatly appreciated! Published on March 16, 2021
It’s was ok, for first time
Response: Thank you Tameshia for the feedback it's greatly appreciated! Published on March 16, 2021
i hate it this product sucks
Response: We are so thankful for your review and would love the opportunity to speak to you about your charges, so that we can help you in any way we can. We invite you to reach back out to us via email or phone, so we can offer further assistance. Published on March 16, 2021
The rest of these reviews HAVE TO be fake! This is my 3rd time trying to submit. Do not use this company. Very unfriendly all 1000 times my neighbor or I have had to call. During then pandemic they offered the minimum support. They disconnect you with medical devices, elderly and sick. Payment plans made only to rack up fees and get a hold on your meter. Only advantage is not having to have a high deposit. I should have switched as soon as I started doing better in the beginning. They’re reps are so unsympathetic. Do not give yourself the heartache of having this company.
Response: Ms Nelson- Your review comments state that you feel our reviews must be false because in your experience, our staff is unsympathetic and offered only minimum assistance throughout the pandemic. You also state that Payless Power disconnects if there are medical devices in use or elderly in the home and that the deferred payment plans are only designed to generate more fees. Without a doubt, its not a good situation if a customer constantly struggles when paying for their power. It’s understandable that anyone facing such challenges would feel overwhelmed and look for a reprieve . Payless Power has designed its policies and plans around the concept of making it easy for customers to manage their cash flow. There is one basic concept of pre-paid service that is unavoidable however, funds must be available on the account to ensure service. For customers who need a little help from time to time we have what we believe to be the widest array of assistance options available in the Texas re-regulated retail electricity market. We offer automated extensions through 8:00 PM same day and deferred payment plans even though we are a pre-paid provider without a deposit requirement. We also eliminated disconnection and reconnection fees , late fees, assistance fees, account load fees and internal payment fees. We also do not have minimum usage fees or usage thresholds you must reach to receive discounts . During extreme situations we offer more options. The Pandemic was one of these. Payless Power participated in the States Covid-19 Electricity Relief Program and did not disconnect customers who were enrolled in that program while also applying monthly credits and discounts . Following the end of the State’s program in October we had an option for every customer needing assistance which included adding or modifying their deferred payment plans. Keep in mind that DPPs do not accrue any additional fees. We simply take the balance owed and spread it out to make it easier for the customer to handle. Recently we contacted you to advise of a federal covid rent and utility assistance program. This could result in some real relief for you. We also have not disconnected any customer since prior to the storm and If you need assistance with your balance , call us. We can help. When it comes to customer’s with medical devices etc, your options are based on whether you are qualified with the state as a critical care or chronic condition customer. If you have not applied we can send you the application but be advised that the State prohibits these customers from using pre-paid service sue to the frequent possibility of disconnection with little notice. That’s a lot to digest but please be patient and realize that our options are not unlimited . We can help quite a bit but depending on the level of your needs and whether they are ongoing, we may not be able to each time. We will review your account and give it fair consideration each time though. 888-963-9363 Published on March 16, 2021
If I could, I would give this company a negative star rating. Those with disabilities who register for the Chronic Care Designation will be quoted a higher deposit rate. I was initially quoted a $49 deposit, but when going through the reports and paperwork, I was asked if “[I] or anyone in [my] household had qualified for the Chronic Care Designation.” When I replied, “Yes,” I was told in so many words, that someone on the Chronic Care Designation List cannot qualify for the $49 deposit, but must pay a ~$350 deposit. I was told this by both the third party and by a Payless CS Agent as well. The Payless CS Agent went on to inform me that because it was a prepaid deposit, it was not subject to the ADA and non-discriminatory practices laws.
Response: Hello- Your comments state that Payless Power charges higher deposits for those with disabilities who register as Chronic Care and that you would need to pay $350 deposit for service and pre-paid service is not covered under any ADA laws. We will reach out to you to get more information or who you spoke to but this information is absolutely incorrect. The most important fact is that as an exclusive provider of pre-paid service the Public Utilities Commission of Texas forbids us from enrolling any customer designated as critical care or chronic condition patient (PUCT Rule 25.498 {3} {k} https://www.puc.texas.gov/agency/rulesnlaws/subrules/electric/25.498/25.498.pdf. Secondly as a pre-paid company we do not require a deposit and do not run credit checks. An initial fee to start service is required and based on which plan offer the customer chooses. We have a no contract, month to month plan with a starting fee of $49.00 and a 12 month contract with a lower rate that requires a payment of $75.00 to start. Payless Power has never required more that $75.00 to start service as this would also be a violation of the PUCT’s prepaid regulations. Based on what you describing the 3rd party may have correctly explained that as a chronic condition patient you cannot enroll in a pre-paid electricity plan and instead must select a post -paid plan from another provider. We do partner with 3rd party marketers who can offer service through a number of other providers based on an individual’s needs or circumstances. It is conceivable that if you called and advised that you are a chronic condition patient that the representative correctly advised that you are not eligible for pre-paid service and directed you to a post paid option with an alternate provider that does require a credit check and deposit based on the customer’s credit score. We will attempt to contact you for clarification but also ask that you call us at 888 963 9363 and ask to speak to a customer care supervisor. Published on March 16, 2021