Our Energy LLC Texas - Houston, Texas

Janet W.

*Update...They did manage to get the pending charges reversed today. That's amazing. I'm still not happy this happened in the first place (and twice at that). I will still not recommend or ever use Our Energy again.

We use Energy Ogre to be placed with a low price electric company. This time, that was Our Energy. I had never heard of them before, but the rate was good. In the 6 months we have had them as our provider, my card has been charged multiple times on two different occasions while paying online. The first time, was just a double charge and not that big of a deal. They issued a refund that made it back to my card within 24-48 hours as I was told. This time, after pressing the "submit payment" button only once, I was charged FOUR times!!! That's practically all of my paycheck!!! I have other bills to pay. I called, and like the previous time was told they would issue a refund that would take 24-48 hours to get back to my card. That is NOT ACCEPTABLE this time! They are holding almost $700 of my money! I asked to speak to a manager and was told by the rep that she would have to send an email requesting contact and someone would get back to me in 24-48 hours!!!! SERIOUSLY!!! VERY BAD WAY TO DO BUSINESS!! I have already contacted Energy Ogre to see if we can get out of this contract since Our Energy keeps trying to take MUCH more money than they are owed. I will NEVER recommend Our Energy or sign a contract to have them as my provider EVERY AGAIN!!!!

Denise P.

Service disconnected for a reliable customet.I have been with Our Energy for a little over a year.
I have made my payments on time.
Recently, I did not receive a bill in June. I didn't realize it until on 7/14, I received a text message asking to pay my bill. I called the same day to find I had a balance of $163.68.
I advised I would pay although I did not receive a bill. I also asked that they wave the late fee of $8.12. They did and and advised they only do it once. I never miss a payment so I was not concerned. Today, 1 week later, without any notice my power was disconnected. I immediately called and was told the payment was not received but they had the doctor my conversation from 7/14. For someone who pays on time every time, 1 miss b/c I did not receive a bill, you did not notify me until 7/14 and I made the payment on 7/14, I can not believe my service was disconnected. This is the poorest customer service I have ever received. I also checked with my back which shows the payment was processed. Our Energy needs to do better by treating customers with dignity a d respect.
Do not choose them for you electricity company. I will be shopping for a new one.

beth R.

We have been with Our Energy for three years now, and have had a great experience with them. I didn’t look into reviews when I started services, and I’m shocked while reading some of these reviews. We’ve thankfully never experienced the issues with billing or services that some reference. Our bills have been accurate and straight forward with no unexpected fees. I’ve called on a few occasions when considering new contracts and I’ve always had polite, helpful interactions with Customer Service. We’ve been completely satisfied customers thus far. Plus rates are still some of the best I’ve seen.

Bobby K.

I leave this notice for Our Energy and other shoppers like me. I am NOT a customer of Our Energy and can not comment on them from first hand experience, so I am not. It is normal to expect people to complain. I run a business and I have negative reviews too, so their mere presence does not scare me off. However, their number compared to good reviews and their similarities in deal-breaking issues does avert me as a new customer. Any business has weak sides. Lack of auto-pay, tricky user interface, even incorrect billing in first month - all those can happen; the ONE thing that is essential and meant as a backup solution to all of them is customer service. You either make the system well working OR be ready to have support that can manually sort mess out for clients. They'll still be complaining, no doubt about it, but not to that level. How to justify risking to enter agreement knowing if anything goes wrong, for any reason whatsoever, I can't count on the company to resolve it? And this is exactly what all those reviews are saying to me. So instead of paying 3.5% increase over my current plan to go with Our Energy I'll choose to pay 6.2% increase and go with the next best. Their reviews aren't stellar either and they clearly experience similar growth problems. But reviews, while still negative, paint a somewhat better picture in terms of control over resolution. I wish you luck...wish me luck too 🙂

Erin X.

With a year left on my contract with Our Energy, they suddenly switched me to Frontier without notifying me or asking for my consent. I still had a bunch of credit on my account. Over months of calling and demanding a refund, their response is it will show up soon or they'll contact you. No refund or call back no matter how much I called them. I finally had to resort to filing a complaint with Customer Protection Division of the Public Utility Commission of Texas. A week later Our Energy finally credited me the refund when PUC started investigating.

ann G.

Initially when I signed up I was not receiving a bill. They looked up my account and realized they did not have it set up to email or mail me a bill. Once we got that corrected that I did not have a problem until I noticed that my auto draft payment was rather large. I do not use a lot of energy and I keep my electricity between 77 and 78. I called and I was told I was not under contract and I had been mailed that my contract was coming up for renewal. I never received it. Why would any one want a month to month and pay extra. Would not ever sign up with this company again when there are so many out there to choose from.

David G.

A modern electricity company is really just a sales and billing company. Few of them generate their own power, just resale the power they buy. So it's pretty disappointing when they can't bill properly. Because that's mainly what they do.

I got a call for them last week saying my credit card was declined. They called at lunch of course. So when I get back to the office I call my credit card company to find out what's up. Our Energy somehow botched the payment process. Wrong expiration or security code. So I call OE today and they don't apologize at all. But they do rerun the payment and it works this time. Well, apparently they've charged me a $10 fee because THEY SCREWED UP, but they're going to do ME a favor and waive that fee this time. WHAT! So they mess up and I have to take time out of my day to call my credit card company and then call them back to resolve it. 30-45 minutes on the phone, most of that on hold because they're busy. But they're the ones doing somebody a favor. arg...

Steve R.

As many others have mentioned, Our Energy is very bad at processing payments if you use anything other than their own system. Personally, I use bill pay through my bank. I always schedule payments within a week of due date but on multiple occasions it has taken Our Energy 5-10 days after the scheduled bill pay delivery date to actually process it which ends up after the due date and then they immediately send out their pink non-payment disconnection notice letters. Not only is it a waste but it's totally erroneous since as a customer I did what I'm supposed to. They are the ones slow to process payments. When my contract is up I will look for another provider.