Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called for an extension> on a ****** bill. I was told in order to get the extension I had to make a min downpayment-like a car..I did! While on hold the same employee made a charge ****** on another card without my authorization and without telling me she did it. She just started running cards on the account, while I am on hold.Once I got the alert I called in and ask that it be investigated and it was. They did and Cirro returned the money and I paid the balance days later of ****** The next month Cirro then double charge for ****** and fees that were incurred due to their employee. I then attempted to resolve it with supervisors that I now don't trust and they don't want to provide me with the name of the employee and have forwarded a bogus balance of *****.I have called twice and hung up on by ****** and ***** told me to he doesn't care I can call you all. I have a bill jumping from ****** to ******. I need BBB to let them know that Harris county citizens will not be violated, then bullied by the felons and demons that they hire. Where do employees just randomly run credit cards and never tell you that they did it> @jail! Please help!

  Business Response

  Date: 03/27/2025

  Please see attached response. Thank you. 

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Paid deposit and uploaded identification. No services was turned on.2. I called back to see what happened and was told that a deposit wasnt required and deposit was returned. Services were turned on.3. I transferred to another unit and was told to upload my identification. I did that.4. When I got ready to pay the bill for the first unit, they told me about a deposit of $239. I was never told that beforehand.5. I spoke with a customer service representative and she told me I could make installment payments. So now thats a deposit and a bill due. I paid $101.00 on the deposit. And would just pay my bill late. Not happy because none of this is MY FAULT. I was giving another phone number because now I feel like Im in a circus, to call to speak with a supervisor. 6.I called and The supervisor reviewed the call and confirm that it wasnt told to me. And that the services is not on in my name its still on in the owners name and the last representative gave me the wrong information about making an installment payments. This is a problem because I dont have the money to pay!

  Business Response

  Date: 02/10/2025

  Please see attachments. 

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented an apartment at ********************** in ******* ** which required Cirro as the electricity provider. Despite notifying Cirro that my lease was up and I was moving out, they continued to withdraw electricity payments from my ACH setup to the tune of several thousand dollars. Cirro did not register that I had moved out and apparently, the new renter did not register with Cirro. When I complained, Cirro said they could disconnect at that moment but could not refund the thousands of dollars (nearly 8 months) of fraudulent electricity payments. I called my bank immediately after to blacklist Cirro to stop payments, but they were only able to stop the last payment (under $100). Instead of pursuing ********************** or the true renter of the apartment for which I was paying electricity, Cirro sold this sub $100 to a debt collector to pursue me for charges. Yes - on top of fraudulently charging me for 8 months (I have records with my lease end, records of another apartment lease which I resided during said time period, etc.), Cirro decided to pursue me. Writing a review here as I in parallel consider small claims court. Cirro cannot be in the practice of charging former users for electricity on apartments they do not own nor reside in.

  Customer Answer

  Date: 01/28/2025

  Dear BBB,
  
  Hope you are doing well. With regards to this complaint with Cirro Energy, I do have supporting documentation that I did not feel comfortable attaching but am willing to provide to Cirro.
  
  Specifically, this dispute involves Cirro withdrawing payments from my checking account for electricity at an apartment I no longer resided in, and despite contacting Cirro, they were unwilling to refund me the roughly ~$2000 in payments and unwilling to pursue the current renter of said apartment.
  
  The documents I have include the lease agreement for the apartment, with a prescribed end date, where Cirro continued to charge me 8 months after the end date; I also have lease agreements from another apartment complex in ******, ** where I resided during the period Cirro continued to charge me electricity for a ********** location apartment.
  
  I was considering small claims court but for $2,000 it is hard to justify traveling to ** so was hoping the BBB would be able to assist in this matter as you have helped me in the past.
  
  Thanks,
  Akshay
  
  

  Customer Answer

  Date: 01/29/2025

  Dear BBB, 
  
  
  Hope you are doing well. With regards to this complaint with Cirro Energy, I do have supporting documentation that I did not feel comfortable attaching but am willing to provide to Cirro. 
  
  
  Specifically, this dispute involves Cirro withdrawing payments from my checking account for electricity at an apartment I no longer resided in, and despite contacting Cirro, they were unwilling to refund me the roughly ~$2000 in payments and unwilling to pursue the current renter of said apartment.
  
  
  The documents I have include the lease agreement for the apartment, with a prescribed end date, where Cirro continued to charge me 8 months after the end date; I also have lease agreements from another apartment complex in ******, ** where I resided during the period Cirro continued to charge me electricity for a ********** location apartment. 
  
  
  I was considering small claims court but for $2,000 it is hard to justify traveling to ** so was hoping the BBB would be able to assist in this matter as you have helped me in the past.
  
  
  Thanks,
  Akshay 

  Business Response

  Date: 02/12/2025

  Please see attached response. Thank you. 

  Customer Answer

  Date: 02/12/2025

  I am rejecting this response because: 

  1) Cirro continues to insist no communication was given to disconnect electricity services 

  2) Cirro has now indicated that I claimed I thought the apartment would notify Cirro, which I did not claim. Cirro is making this statement to avoid their blame for the issue and instead appearing to paint the picture I was unaware / confused. 
  

  Cirro has also not addressed the fact that I did not reside at this property during the period of which I was charged for electricity, have lease dates proving such, as well as have lease and residency information proving residence in ****** MA during the period of the fraudulent Cirro charges.

  Whether Cirro pursues the true owner/resident of the apartment during the time period in question is their prerogative, but they need to refund my fraudulent charges to close this matter. 

• Initial Complaint

  Date:01/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 31st 2024 I discontinued my service with Cirro energy I moved to a different residence and no longer use them for my electric provider I have contacted this company three times since that date requesting a refund of the credit balance on my account which at the time of disconnect was $97.47. In Decemder 2024 I was sent a check for ***** leaving a credit balane on the account of $49.15, which I was told would be sent to me in 7 to 10 business days. It has been over 30 days and I have still not recieved the refund and the credit balance is still showing on the account. I would like an immediate refund sent to my current address which they have as **************************************************.

  Business Response

  Date: 01/30/2025

  Please see attached response. Thank you. 

  Customer Answer

  Date: 01/30/2025

  I am rejecting this response because:   The check that I did recieve was not the complete refund . There is still a credit balance showing on the account which should be returned to me. 

  Customer Answer

  Date: 03/24/2025

  On or about January the 31st I spoke with a representative of Cirro energy in regards to a refund from my account of $$***** at the time that I spoke with said representative she informed me that they were investigating to find out why I had not received my check which had previously been mailed she said I would get a phone call or get information back within 10 days it has been almost 2 months I still have not heard from this company nor have I received my refund. ***** was showing on my account as a credit balance now the account conveniently has been deleted. I also have previously filed the initial complaint with the better Business bureau however at this time I'm not in possession of the complaint number or the email that I got back from the better Business bureau in regards to this. I would prefer not to have any more empty promises from this company all I want is my money.

  
  

• Initial Complaint

  Date:01/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for power with Cirro Energy but it was bait and switch, the bills were sent by "US Retailers LLC." Never heard of them. Neither has *********************** I saw the company, whoever it is, is charging me a high energy charge of $.1169 when I thought is was like $.09. So I chatted with the chat man there and he said they had emailed me the contract with the rate on it back when service started, but they did not. What they sent me back then was just a link to my contract. Which now, of course reads $.1169. So I have no proof that the rate is supposed to be lower. I figured they overcharged me this month by $38 and probably $228 since the beginning. Fake name, fake prices, this is a very unethical company!

  Customer Answer

  Date: 01/10/2025

  Here is the note I took when comparing rates last June,  I chose Cirro for 15.8 cents.  But they have been charging me over 17 cents,

  Business Response

  Date: 02/07/2025

  Please see attached response. Thank you. 

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a customer of ******************** for over three years. Every year, they make you renew with a new contract type. I spoke to a Cirro representative before renewing my contract and was recommended the "Flat Fee" contract type, which would be based on an average amount of electricity consumption for my unit. So, assuming they were honest and ethical, I chose the Flat Fee contract type. I live in a small apartment/condo property and my bill typically fluctuated between $100 and $120 per month, depending on my usage. However, when I received my bill once the new contract kicked in, the amount was $300. So, in essence, they misled me and misguided me into getting the "Flat Fee" contract type - trying to say that it would be materially close to what I was already paying, perhaps a little higher - and then slamming me with a $300 bill for the next year. This type of dishonesty and unethical practices are disgraceful and, frankly, should be illegal. I immediately called customer service to complain and he was EXTREMELY rude to me and basically said "too bad, deal with it." I was astonished because I've been a customer for over three years and they still engage in this kind of fraudulent BS. I would strongly encourage everyone to avoid Cirro - pick someone else before they scam you too.

  Business Response

  Date: 12/23/2024

  Please see attachments. 

• Initial Complaint

  Date:12/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 2 2024 I was shopping around for an electric company. I found Cirro Electric so I had to pay a deposit of ******. They took it off my card immediately then didnt accept my forms of identification. I asked them to cancel so a refund was submitted and the first ****** I talked to said it would be 10 business days for a check to be sent. After 10 days i called they said it was returned back to my card. Then today theyre saying 21 days. I feel like Cirro is a scam.

  Business Response

  Date: 01/02/2025

  Please see attached response. Thank you. 

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid a deposit of $143.40 to Cirro energy but I wasn't able to get service so I was supposed to get a refund they claimed it was mailed out on 14th of November but haven't received any have been in contact with the company and now they trying to tell me it's going to be almost a month before I get my refund

  Business Response

  Date: 12/14/2024

  Please see attached response. Thank you. 

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6 May 2024 I signed up with Cirro Electric, Smart Simple 24 plan, via the Texas Power To Choose website. The Cirro Electric Smart Simple 24 plan I choose was dated 30 April 2024. I received an email from Cirro Electric, email confirmation # ********** and account new account #********** confirming my choice of electrical plan. Cirro electrical service was to start on 7 June 2024 as my then existing electrical contract with ************** expired on 7 June 2024; 32 days later.I was going on vacation starting on 8 June 2024 and I called Cirro on 7 June 2024 to verify all was well with my new Cirro service. To my shock I was informed that my Cirro electrical service was rejected and would not go into effect. No prior email, text, call, nor any form of communication were sent to me before hand by Cirro Energy during the 32 days. On inquiring for the reason for the rejection I was told three different reasons that turned out to be fabrications that required many time consuming phone calls following up on the *********** under pressure I was quite stressed and mortified now that I was going on vacation the next day and would not have an electrical plan to replace my expiring plan. In my state of urgency I was steered *************** to the present Cirro Energy Smart Lock Saver 24 plan dated 1 April 2024 which has higher kWh rates and included a Usage Charge of $9.98 per month, which I expressly did not want when shopping for electrical service on the Texas Power to Choose web site. New account # ************* conclusion - I am not satisfied with the deceptions, falsehoods and ************* tactics that I have encountered with signing up with Cirro Power which caused me stress and humiliation. I mailed my complaint to Cirro Energy ******************** on 21 August 2024. Their silence on this matter is deafening no communication from Cirro Energy.

  Business Response

  Date: 11/06/2024

  Please see attached response. Thank you. 

  Customer Answer

  Date: 11/06/2024

  I have 10 days to respond to the letter from Cirro energy which will be15 Nov 2024. Cirro energy will investigate my complaint and will call me. I will wait until the end of 10 day period to respond to BBB request for resolution to this matter. If Cirro energy does not contact me before the 10 day period, I will call Cirro energy on day nine to answer to the BBB complaint.

  I do appreciate the professional actions of the BBB on my behalf.
  

  Customer Answer

  Date: 11/08/2024

  I have reviewed the business response and accept this resolution. I appreciate the professional action of the BBB and also ******** at Cirro Electric for resolving this matter.

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to cirro energy after they forced me to saitch rates and renew on an app, i had selected one of the only plans it would allow and something didnt look right so i called in that day and asked a customer service *** to switch it if i was wrong and she mislead me and provided false information. This all was april, i then received a bill charging me 300 dollars for a flat rate which didnt make sense i called in and the manager ****** advised he listened to my call to the customer service lady and he created a ticket for me ******** is the number. I have called them every day since and they are lying saying they contacted me when they didnt, i even screen shot the call logs and send them that information. This girl ******** called me at 6:31 on 10/24 and i called her back less than a minute later and no one will get her to call me back. I sent them multiple emails, they keep lying, wont talk to me about a resolution and even threatened that ill owe them for breaking a contract where the terms were explained incorrectly and i was mislead which ****** even said i was.

  Customer Answer

  Date: 10/29/2024

  They finally worked it out with me. Thank you for the help.