ComplaintsforTriEagle Energy

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My electric bill was unusually high for this period. I made several calls to Trieagle in an effort to find out why. I was to call ONCOR that all they did was"BILL ME." Not being cognizant in ***** about the brokerage business for electricity it had to be explained to me. All these so-called "Electricity" providers do is sell retail markets (like myself) electricity service. So after several calls TriEagle finally a supervisor directed my to www.smartmetertexas.com to monitor the meter in real time. Now as I sit in my home with a $359.00 electricity bill with the heat turned OFF (thermostat says its 55 degrees in my home) Oncor examined the meter today and told me it was fine. I disagree. What I'd like to know is how can the same routine that registered 59 Kilowatt hours on 31Dec 2023, register ****** on 01 January2024? I am the only one living here. I have brand new energy efficient appliances. Washer,Dryer, Brand new hot water heater,Dishwasher, garbage disposal etc. So in addition to the current bill being $359.00, the projected expense for upcoming bill based on my usage is $395.00. All TriEagle can come up with was : "It's COLD outside!" My november bill was $188.00 to ******. This is ridiculous and I seek being released from this contract. I am a disabled Veteran and cannot afford this on a fixed senior income.I will pay the the current bill. But this company is a nightmare!

  Business response

  01/18/2024

  
  Dear BBB Staff,
  
  Thank you for notifying us of ************************************* concerns with TriEagle Energy (TEE).  TEE has completed its investigation into Comp_ID:21086391 and has documented its findings and actions taken with respect to this complaint.
  
  TriEagle Energys records show **************** began service on 5/05/23 and is currently enrolled on TriEagle Energys Eagle 36 plan.  She agreed to the 36-month term plan which is scheduled to expire in May of 2026.   The attached Electricity Facts Label (EFL) discloses the pricing details of the plan.   A review of the recent invoice dated 12/18/23 shows that she was billed accurately per the selected plan.
  
  In addition, records show ***************************** has been billed per the usage received from her TDU. TriEagle Energy must rely on the meter readings provided by Oncor when submitting invoices to customers.  Oncor provided the consumption data and meter readings to TriEagle Energy.  Please see attached usage and billing report. 
  
  A meter test was completed on 1/02/24.  It tested at 100%.  All readings have been actual, not estimated. 
  
  ***************************** spoke with a representative on 1/02/24.   The agent attempted to explain the usage and reviewed her recent invoice; however, the customer was not receptive.
  
  ********************** has billed the customer consistent with her EFL and the readings received from Oncor. An adjustment is not warranted.
  
  As stated earlier, **************** agreed to a 3-year contract.  If she switches providers before the end term of her contract (2026) she will be assessed an early cancellation fee of $350.00 per the and Terms of Service (TOS). 
  
  Thank you for bringing this issue to our attention.

  Customer response

  01/18/2024

  I am rejecting this response because:   

  This meter is erratic and needs to be switched. The technician was here about 10 minutes and told me everything was fine. (as I expected) It seems I use more electricity when sleeping. The meter is jumping 3KWH every 15 minutes. 

  Tri Eagle did not explain to MY understanding that there was no way-out of this contract. Between last months bill @ $359 + projected costs of $364.00 Its humanly impossible for a brand new energy efficient ** washer and dryer (used once a week, refrigerator, brand new GE dishwasher, 24 in TV house that much electricity. I would like to be freed from this contract as they did not propose to lower my rate to accommodate their nonsense.

  My proposal is lowering the rate to 0.10/per KWH or relief NO FINANCIAL Penalty from this contract.

  As far as a rep in ************* reading my bill to me, I read just fine in English language. Their off shore CS Team shows a lot about their commitment to American citizens.

  Please review the Excel which is a 15 minute meter for 17 January 

  2024 from SMART METER ***** 

  Attached PROJECTED costs.

  Thank you

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They did not share the Electricity deliver charge per KWH nor the companies Energy Charge per KWH just the total together. This facts label sheet is required and must be made clear. This could allow secret fees to be placed in the under line. The delivery fees from AEP Central are meant to be disclosed to avoid companies from playing dirty and adding undisclosed costs. You must update this ASAP.

  Business response

  10/05/2023

  Dear BBB Staff,
  
  Thank you for notifying us of Mr. ****************** concerns with TriEagle Energy.  TriEagle Energy has completed its investigation into Comp_ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  **************** denotes his desire that TriEagle Energy disclose the per kWh rate of the delivery fees and the energy charge separately on the electricity facts label (EFL). 
  
  Currently, TriEagles price plans are bundled to include the delivery charges and energy rate. Customers are assessed a monthly base charge as well, depending on what plan they choose.  **************** currently pays a $4.95 base charge from TriEagle. 
  
  We certainly appreciate **************** business and his feedback; however, at this time there are no plans to update the invoice format to include a separate line item for the monthly delivery charges.
  
  Thank you for bringing this issue to our attention.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year ***** ********** power was changing out the meters in my area to new meters, they did not changed out mine until 3 months later.Trieagle charged me $400 for about 3 months when the meter was not changed out and I was still paying for my monthly usage.They sill billing me for that money. I called ***** ********** Power and they said Trieagle is the one in charged of the billing.I keep calling them and they do not do anything for me but just keep billing me and the try to disconnect my power for this reason i live in a tiny home that is only 2 bedrooms and 1 bath that do not even have central a/c , it is just windows a/c plus it was winter last year when this happen, my house does not even have a heather ******* how did they came out with $400 dollars for my usage for this to 3 months when my usage is so low?Please have Triagle do not charge me this $400 wich they had me paying due to them treathen me due to them trying to disconnect power, and it is just down a bit to $330.84 And due to everything so expensive now in ***** I can not even pay my current power bill.Please have Triagle not to credit that $330.84 to my bill ***** you so much *****************************

  Business response

  08/01/2023

  Dear BBB Staff,
  
  Thank you for notifying us of *********************************** concern with TXU Energy.  TXU Energy has completed its investigation into Comp ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  ***************************** is alleging that her high bill is the result of previous underestimated TDU readings. However, records show that the bill dated 06/22/23 for $487.23 includes a balance forward of $126.53 and current charges of $357.62, of which,$264.69 are from a Deferred Payment Plan she failed to pay on time. In summary,had she paid the *** balance and the balance forward on time, her current charges would have only been $96.01.
  
  ******************** assertion that she was recently charged for underestimated readings due to a meter upgrade is also without merit. Records show the meter was upgraded in September 2022. The **** Texas New ************ (TNMP) also confirmed the date of the meter change, 09/06/22,and that all readings since have been actual as indicated on her invoice each month. 
  
  ****************** has been billed correctly per the electricity plan and per the consumption sent from the **** If she should have further questions, she can contact *************** at *************.
  
  Thank you for bringing this issue to our attention.

• Initial Complaint

  04/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  November 7, 2022 TriaEagle sent a bill requesting I pay $281.79; in their contract, the organization states they will allow you to leave a contract if you move to an area that is not serviced by them and outside of a 50-mile radius. I moved from *******, ***** to ***********, **. because of job loss. I sent TriEagle the requested documents on more than 2 occasions and they still did not correct my account and forwarded my information to the credit reporting bureaus.

  Business response

  04/14/2023

  Dear BBB Staff,
  
  Thank you for notifying us of **************************** concern with TriEagle Energy. TriEagle Energy has completed its investigation into Comp_ID: ******** and has documented its findings and actions taken with respect to this complaint. 
  
  ******************************* is requesting a correction to his credit report along with updated accurate charges to his invoice.
  
  On 04/12/23, a TXU Energy representative spoke with ******************** to provide an update regarding the resolution of this matter. ******************** indicated he was pleased, and he had no further questions or concerns.
  
  TriEagle Energy appreciates you bringing this to our attention.  

• Initial Complaint

  03/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1 Cannot get a bill that is past the date I normally get them AND DUE DATE COMING UP!2 THEY SAY LATE FEE CHARGED AFTER 10 DAYS! Their system not set up to pay bill online before due date and THEY HAVE CHARGED ME 4 or 5 late fees in the past 12 months! That needs REFUNDED for paying a day or two late and they say weeks late!!!! I CAN PRODUCE BANK RECORDS!3 A supervisor NEVER CALLS BACK AND CS IS OFFSHORE AND THEY SAY THERE IS NO WAY TO SPEAK TO AN ******** ON ** SOIL! This is crap! Nor does Corporate have a local ****** escalation **** nor phone number!!I want a current bill and REFUND IF LATE FEES!

  Business response

  03/27/2023

  Dear BBB Staff,
  
  Thank you for notifying us of Ms. ************************* concerns with TriEagle Energy.  TriEagle Energy has completed its investigation into Comp_ID: *********** has documented its findings and actions taken with respect to this complaint.
  
  **************** asserts that she is not getting her bill that is past the date she normally gets them and as a result she is billed for a late fee.  She said the system is not set up to pay online prior to the due date. She has received 4-5 late fees within the last 12 months. She is upset that she cannot speak to a US based agent and a supervisor never calls her back.
  
  **************** usually receives her bills between the 25th 28th of the month.  However, there was a delay in sending the February billing statement as ***** ********** Power failed to submit TriEagle Energy with the complete reading information in order to invoice ***************** 
  
  An invoice generated on 3/20/23 for the billing cycle 1/23/23 thru 2/22/23 for the amount of $423.58.  **************** was not assessed a late fee.
  
  TriEagle Energy understands the inconvenience of the delayed billing.  However, TXU Energy must rely on the local Transmission Distribution Utility (TDU) to provide them with the monthly meter readings and Delivery Charges for billing.  
  
  It is unclear why **************** would allege that our system is not set up to pay her bill online prior to the due date as this is inaccurate information.  Records show the invoice dated 12/27/22 with a due date of 1/16/23 was actually paid on 1/13/23 via online payment.   Additionally, the invoice dated 1/25/23 and due by 2/14/23 was paid on 2/13/23 via online payment.   
  
  TriEagle Energy will charge a late fee when payment is not received by the invoice due date.  Once the due date has passed, not 10 days later, a late fee of 5% is assessed on the total balance per the Terms of Service (TOS).
  
  Currently, TriEagle Energy customer service agents do not have the ability to transfer the call to a US-based agent, so *************** was advised correctly.
  
  TriEagle Energy desires every customer experience to be a positive one and regrets that ****************** experience did not meet her expectations.
  
  Thank you for bringing this issue to our attention.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The problem is tri eagle do the bait and switch and we signed up for a very low rate back in September or October 2022 and we were locked in at that rate for 36 months. However now it's **** kWh and we feel like we've been ripped off And then when we said we wanted to cancel and go with another provider, then they want to charge us almost $500 to leave them. It's almost like you're stuck with them and stuck with their high rates. I need help and I need this resolved.

  Business response

  03/29/2023

  Dear BBB Staff,
  
  Thank you for notifying us of Ms. ******************** concerns with TriEagle Energy (TEE). TriEagle Energy has completed its investigation into Comp_ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  ******************** asserts that her bill is higher than expected upon her switch to TEE and she would like to be let out of her contract.  She claims she was advised that she would be charged an Early Cancellation Fee (***) to break the contract and the *** would not be waived.
  
  Our records show that ***********************, ****************************************************************, enrolled with ****** 09/28/22 and service began that day.  TriEagle Energy will waive the *** as a one-time courtesy to allow ******************** out of her contract.  Should ******************** leave TEE,she will not be charged an *** with her final bill.
  
  TriEagle Energy desires every customer experience to be a positive one and regrets that Ms. ********* experience did not meet her expectations.
  
  Thank you for bringing this issue to our attention.

• Initial Complaint

  12/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  When I tried to get energy assistance this past summer i was told there were no funds available. i was shocked to hear this so i personnally wrote to the Governor and asked why he wasn't allocating more money to help with this problem, since this past summer was extremely hot! i received an email response they would look into my complaint. i then received and email from the TX utilities commission then the actual commissioner that they contacted Trieagle and that they were within all regultions,(i didn't complain about Trieagle, I complained about no funds). anyway, in Sept i received an email , of which i can no longer find, from someone of authority at Trieagle that a credit was applied to my account. i was in shock again as the amount was $1000. I called the person who sent the email and asked if this was a mistake and was told no. i asked where she found the funds and was told that Trieagle has a dept. that does this very thing for customers and that the funding came from Helping Hands of Belton. well that was interesting, i told her because i went online to apply through them but since i live in Coryell county and not Bell county, i was not eligible. so i thank the women for there generousity. then for the next two billing cycles i paid no bill. then i received my Nov bill and was shocked a third time when it showed i owed $188!! plus the credit they gave was reversed out!! so now i wonder just how am i to pay this huge amount when all i get is Social Security and i did not budget for any payment. no doubt you can see how angry i am. if Trieagle made a mistake why was i NOT informed in Advance and preparred for this at which time i would still let them know that it is IMPOSSIBLE for me to pay this bill!! I only wish that i had not lost the email from they person whom i called. that i will beat myself up for. so i hope this makes sense, maybe the uploads will help but please get me some resolution. thank you

  Business response

  02/23/2023

  Business Response /* (1000, 5, 2022/12/07) */ Dear BBB Staff, Thank you for notifying us of Ms. ***** *******'s concerns with TXU Energy. TXU Energy has completed its investigation into Comp_ID: XXXXXXXX and has documented its findings and actions taken with respect to this complaint. TriEagle Energy records show on 09/20/22 a pledge was received in the amount of $1,051.08 from Hill Country Community Action Agency, however the pledge expired and was not received from the agency. Please note Ms. Nielson is paying her bills and her account is current. The most recent bill dated 11/30/22 was for $188.13 due 12/20/22. On 12/07/22, after Ms. Nielson reached out to the agency about the pledge payment, the agency is in the process of mailing the payment of $1,051.08. On this same day, 12/07/22, a TriEagle Energy representative spoke with Ms. Nielson, and she was pleased with the resolution. Thank you for bringing this issue to our attention. Consumer Response /* (2000, 7, 2022/12/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted by Sylvia at Trieagle. she was very nice and explained things from her perspective. she told me to contact Hill Country Community Action about the pledge that wasn't met. i called them and the Ms. Green knew who i was and told me she was waiting for a response from her corporate apparently, when they pledged the money they had 25 days to honor it but had computer glitches and email mess ups. anyways, she told me the money was on the way to Trieagle. i waited to respond back to you to make sure the funds were applied to my Trieagle account. and they were. so I am satisfied with Trieagle and Hill Country Community Actions quick response. thank you BBB for your assistance.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I tried to go with this company for electric, they requested I take a photo of my military ID for the military discount which I explained to them is not allowed. I sent a copy of my orders and they stated that was not good enough and still asked for a picture of my military ID. The company should know it is not allowed.

  Business response

  02/23/2023

  Business Response /* (1000, 7, 2022/11/29) */ Dear BBB Staff, Thank you for notifying us of Mr. ****** ****'s concerns with TriEagle Energy. TriEagle Energy desires every customer experience to be a positive one and apologizes for any inconvenience Mr. **** experienced when speaking with the associate. Mr. **** may contact Kathy at 972-868-4626 if he is still interested in services from TriEagle Energy. Thank you for bringing this issue to our attention.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 10/24/2022 and 10/25/2022 I called Trieagle Customer Support to make an inquiry on why my electricity had not been turned on though I made a payment of $1,020. I called numerous times each of these days and when I was told I was being placed on hold I was transferred to complete an end of call survey. I have not been contacted by a manager though I was informed one would reach out to me.

  Business response

  01/31/2023

  Business Response /* (1000, 7, 2022/11/10) */ Dear BBB Staff, Thank you for notifying us of Mr. ***** ******'s concerns with TriEagle Energy. TriEagle Energy has completed its investigation into Comp_ID: XXXXXXXX and has documented its findings and actions taken with respect to this complaint. Mr. ****** asserts that he made a payment of $1,020.00 yet his service is still off. He called TriEagle Energy and stated that someone was to call him back but he has yet to receive a response. Records show that Mr. ****** established service with TriEagle Energy on 4/17/18. An invoice generated on 7/11/22 for $779.95 with a due date of 8/01/22. A payment of $355.59 was received lowering the balance owed to $424.36. Payment was not received resulting in a disconnection requesting payment by 8/15/22 to avoid disconnection. On 8/16/22, the service was disconnected for non-pay. Mr. ****** spoke with an associate on 8/22/22 to discuss the disconnection citing he did not know when he would be able to make a payment to have service reconnected. The representative explained that if payment was not made soon the service would be cancelled. Mr. ****** asked the agent how long before TriEagle Energy would wait before closing the account. The associate stated that she could not give an exact time but more than a couple of days. Mr. ****** acknowledged his understanding. After 10-days of non-payment, the Credit & Collections department submitted a move-out order which closed Mr. ******'s account effective 8/26/22. TriEagle Energy received payment of $1,020.52 on 10/18/22. On 10/24/22 Mr. ****** spoke with an agent to ask why he did not have service. The associate explained that a new move-in order would be required to establish service which he disputed. TriEagle Energy's records show a supervisor spoke with Mr. ****** on 10/25/22 and provided the above information. Mr. ****** declined to process a new enrollment. Thank you for bringing this issue to our attention.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When I signed up with this Company I had only signed up for 1 year and now it is 3 years! I never signed up for 3 years! Also all the meters in my area got changed but mine, and now I have been hit with a $433.- bill becuase supposely my 4g meter did not worked and they changed it out until I call to complaint about the bill. They submitted a meter re-read and it never happened. I also submitted a billing claim dispute it also never happened. I call almost every week nothing get resolved. I get hanged up on Please adjust my power bill or do the meter reread.

  Business response

  01/25/2023

  Business Response /* (1000, 7, 2022/11/08) */ Dear BBB Staff, Thank you for notifying us of Ms. ******* *******'s concern with Tri-Eagle Energy. Tri-Eagle Energy has completed its investigation into Comp_ID: XXXXXXXX and has documented its findings and actions taken with respect to this complaint. TriEagle Energy records show Ms. ******* is on a three year plan not a one year plan, TriEagle Energy's Golden Eagle 36 with an effective date of March 2022 and an expiration date of March 2025. The customer's Transmission Delivery Utility (TDU), Texas New Mexico Power (TNMP), is replacing outdated AMS meters with new AMS meters. When a TDU is unable to obtain a meter read, the TDU will estimate how many kWh's the customer used physically based on historical data. Estimated reads are corrected when an actual reading is obtained the following billing period. TriEagle Energy has billed the customer based on the readings received from TNMP On 10/27/22, a TriEagle Energy representative spoke with Ms. ******* and provided a thorough explanation regarding usage and billing and resolution of this matter. Tri-Eagle Energy appreciates you bringing this to our attention.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩