Business Profile

Electric Companies

CPS Energy

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Complaints

This profile includes complaints for CPS Energy's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

48 total complaints in the last 3 years.
15 complaints closed in the last 12 months.

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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:06/11/2025
Type:Customer Service 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.
Recieved my bill 6/11/25. $130. I called to ask why my bill was $40 more than last month despite not using more electricity. Customer ********************** would not tell me any details after verifying my address and phone number. They said I had to give them my social security number. This is something I've never done before. After declining to give my social they would not tell me any information.
Business Response
Date: 06/12/2025
We have contacted the customer in attempt to resolve their concerns.
Customer Answer
Date: 06/12/2025
Complaint: 23453834

I am rejecting this response because:
I was told to look at their website and navigate to their policy. The lady told me in the policy it says they require *** to verify accounts. I looked up their policy and the only mention of needing a SSN is to set up new service or to transfer service.
To ensure i did not miss it i asked Chat GPT to review the policy. The resulted stated: "I couldnt find a specific CPS?Energy policy document stating that you must provide your SSN when calling customer ********************** by phone. Their public Terms & Conditions (which cover service setup) specify that applicants may provide one form of IDdrivers license, SSN, or other IDwhen starting or transferring service
. However, there's no board-approved policy detailing what happens during a regular support call."

Regards,

***** **********
Business Response
Date: 06/12/2025
Attached are the Terms and Conditions, specifically referencing Page 13, Section H, which outlines the Customer Privacy through its privacy policies.
For further details, please refer to Page 2, Section 4 of the Customer Information Privacy Policy. I have also included the relevant links for your convenience.
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Customer Answer
Date: 06/12/2025
Complaint: 23453834

I am rejecting this response because:
According to your privacy policy i already provided your customer ********************** with ample information to identify me as the account holder. I provided: my name, service address, phone number, and even offered my account number. All are which are defined by your terms as Personal Information: "Information that reveals or reasonably could be expected to reveal the identity of any individual or small group of CPS Energy customers."

Regards,

***** **********
Business Response
Date: 07/15/2025
Attached are the Terms and Conditions, specifically referencing Page 13, Section H, which outlines the Customer Privacy through its privacy policies.
For further details, please refer to Page 2, Section 4 of the Customer Information Privacy Policy. I have also included the relevant links for your convenience.
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Customer Answer
Date: 07/16/2025
Complaint: 23453834

I am rejecting this response because:
I am not legally required to give you my SSN or my DL number. I dont care what your "policy" says.

Regards,

***** **********
Business Response
Date: 07/17/2025
Attached are the Terms and Conditions, specifically referencing Page 13, Section H, which outlines the Customer Privacy through its privacy policies.
For further details, please refer to Page 2, Section 4 of the Customer Information Privacy Policy. I have also included the relevant links for your convenience.
**********************************************************************************************
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Customer Answer
Date: 07/17/2025
Complaint: 23453834

I am rejecting this response because:

Regards,

***** **********
Initial Complaint
Date:05/31/2025
Type:Product 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.
************************* received the $2,500 CPS ************ paid from the finance company, too.2-8-23 - Service *************** paid South Texas SolarSystems $21,000. on a contract for Solar Panels. The total was for $17.500. The contract has a $1,000 Military Discount & $2,500 CPS Rebate they received. They were overpaid by $3,500. I called them right away back on February 2023 & they have been stating they will refund the $3,500 & they will pay it to the ***************. They have not. I have attached Emails where they stated they made the ************ will show on the statement. on 8/8/24 ***** *******, Owner of South Teaxas Solar Sysytems agreed to issue a Cashier Check within 90 Days, he didn't do it. He also stated he didn't received the $21,000 from Service Finance, he only received $14,000. This $3,500 needs to beadjusted - He needs to returned it.************************* received the $2,500 CPS ************ paid from the finance company, too.
Business Response
Date: 06/06/2025
Good morning,
I have forwarded the complaint to our ***************** and they have been in communication with the installer regarding this matter. The installer has confirmed that they will be reimbursing the customer.
Customer Answer
Date: 06/06/2025
Complaint: 23401042

I am rejecting this response because: As I told ******, when she ***led me yesterday,.
1 -South Solar Texas Systems - ***** has not ***led me as he told her on 6/4/25.
2 -He has not ***led or emailed us as he teold her he had issued a checked in October 2024.
3 -He has been telling us that he will reimbused us the over paymnet & it's been over 2 years & still hasn't done.
4 -We have emails, phone *** records, & text messages with his & his employees. Still haven't received any payments.

Regards,

******* *****
Business Response
Date: 06/09/2025
I have forwarded your response to our **************** to Ms. ****** *****.
Customer Answer
Date: 06/10/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Thank you.
****** has been calling us & keeping us ipdated.
As I told ****** yesterday, ***** has not called or has issued the refund. He's *** saying he will resolved the overpayment & refund us the $3,500 for over 2 1/2 years.
We still have not received anymoney from *****. The last time we spoke with *****, was on 8/8/24 during a three-way call with Bexar County Mediation he stated he will issue a cashiers check for $3,500 within 90 of that date,.
We still haven' heard from him or received the check.

Regards,

******* *****
Initial Complaint
Date:05/27/2025
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 am being billed for $1421.18, I hired a contractor who hit a gas line. I have tried to speak to CPS Energy and they are not willing to help me. I was a victim of a crime, home burglary. I have lost thousands of dollars in the crime. I need help, please reach out to them and see if they will lower the amount.
Business Response
Date: 05/28/2025
Left voicemail for call back. Customer's concern regarding compliant is due to a claim. Issue has been forwarded to Claims Department.
Initial Complaint
Date:03/16/2025
Type:Customer Service 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.
Called about advertised wi-fi thermostat program. Employee said that since the existing thermostat was installed by CPS they would ***lace it at no charge to me, but since I was in an apartment I had to get managers permission and call back. Got permission and called next day reaching a different person. That person set me up with an appointment the following Monday for a tech to come and ***lace thermostat. Nobody showed up at all and I received no call as to why. Called following day and was told that there was no such program and no notes at all in my account relating to my previous conversations even though I heard the *** typing notes in. I asked for a supervisor who simply said they would not help, but she could give me instructions on how to get a manual for the thermostat or how to call the manufacturer. I asked to speak to her supervisor and she stated he was not available. Asked if I could leave a message for him to call me and she said no. Asked for a name of someone who was his boss and she gave me an email address to a general help line. VERY poor service by people who did not care to help and unwilling to let their bosses know what was going on. No offer to look into who erased the notes even though I gave her the specific number I called and the date and exact time I talked to them for over 9 minutes.
Business Response
Date: 03/18/2025
Customer has been contacted, and appointment has been rescheduled.
Business Response
Date: 03/18/2025
Customer has been contacted, and appointment has been rescheduled.
Customer Answer
Date: 03/21/2025
Better Business Bureau:
CPS sent a tech to replace the thermostat as orgininally promised. The tech was confused about the help desks claim that there was no such program as he works on it daily. Perhaps CPS needs to train its help desk personnel and give them some customer relations training as well. The tech was GREAT!!!

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** **********
Initial Complaint
Date:03/03/2025
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.
For some reason, a few years ago, I believe it started with the snow storm we got in ************Our account was oddly charged with a very high amount, in the $5k thousands.According to CPS we owed them the money, no negotiation, no revision and couldn't do anything about it or we would be discconnected.We felt impotent and ever since the amount, once in a while shows in the balance, sometimes it doesn't (odd enough).However, when it shows, we are threaten to be disconnected and we have to pay outrageous amounts in order to keep service.Recently, in December, it happened again; CPS offered us a payment arrangement, again.We were asked to pay around $1,300 within 4 weeks, (prorated in 4 weekly payments).Well, we did, we paid $280. then, $300, then another $380, and finally $****** wife is a cancer patient, and that didn't help anything, as CPS claims they don't have any kind of specific hardhip programs to help. I have never recognized that high balance, still we have to pay or else, even if your wife is cancer patient.Anyway, one of those payments, the one for $380 it was charged twice to us. (screenshot attached)Needless to say, it created a huge problem with our bank. We talked to our bank and of course they reversed the charges, not before already messed up our account, creating extra fees and making a couple of other planned payments bounce and rejected because the double charges by CPS, took away the available balance we had set for the other commitments.We just reposted the $380 payment (before CPS claims we didn't pay on time and disconnect our service.People in CPS is usually nice, professional and helpful, but their hands are tied when it comes to help or react to their own mistakes. If a client makes a mistake is a huge deal, if they make a mistake we have to "understand" and move on.Well, this time is CPS unprofessional approach and I hope we are not the ones ending with NO SERVICE, during my wife's cancer treatment and recovery.
Business Response
Date: 03/11/2025
Left voicemail with contact information.
Initial Complaint
Date:01/16/2025
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.
This company has been scamming and padding bills for at least five years that I can track. I am in a house with two severe asthmatics operate off a dual nebulizer I have filled out and had my doctor fill out the medical forms informing the company of this yet and still, they find a wayto scam And shut the power off as my children are in the middle of a critical treatment. The company has taken deposits, not given accurate information disconnected power to charge an additional deposit forced bankruptcy forced eviction forced my bank account in a criticalposition. They have broken payment arrangements after I was most recently put on a payment arrangement in December where I listen to the authorization completed all thenecessary Voice authorizations. They still continue to disconnect my power and then force me to pay money that I dont have. I informed them that **** already making a payment, which is all that I had and still be able to pay my rent to keep a roof over me and kids. I am told that if I do not pay me and my kids will be without power during a freezing cold we will have to survive in the house with heat, possibly wind up in the hospital and lose every little bit of food that we have. They have targeted veterans and ********** families force them on the street into home. I have asked for a payment arrangement after just paying $400. They want me to pay another $400 in two days which I dont havethe money for it. We are in a recession. I do not get paid enough to pay $800 and still manage my rent. I am going to pursue if possible legal charges there has to be able to be something to be done about this company bullying of lowincome families. The customer ********************** agents are rude and dismissive. They have double charged me and my mother for the same address for the past years. They offer no resolution nor help then they tell you to contact these other agencies which Ive done for the past three years and havebeen declined every year on a consistent basis
Business Response
Date: 01/21/2025
Customer was disconnected January 14, 2025 due to failure to keep arrangements when services were disconnected December 11, 2024. Services were reconnected with less than minimum payment in agreement that another payment will be received January 17, 2025. Customer kept agreement. Account has been placed on a 17 month installment plan.
Customer Answer
Date: 01/21/2025
Complaint: 22819030

I am rejecting this response because: The business fails to validate the reason why they have been billing myself as well as someone else for the exact same location in the exact same time. Which has led my account to be an astronomical amount being a veteran on a limited income, having to work two jobs to pay the electric bill all the way Im having filled out and having my doctors filled out several forms because I have life-saving equipment in my house. The business does not acknowledge that either the business is acknowledging the plan that I just restart it paying after they forcefully did not give me actual terms, then lied and said oh we explained this to you after I told him that this was already a recorded call and I have every other, our interactions recorded via phone because of how much false and changing information they give me even in regards to this new installment it was given I was given false and changed information and amounts The business does not acknowledge that they infringe upon a regular person they forced them into bankruptcy or homelessness they abuse, veterans active duty, service members, retirees, and reserve. The business has unfair business practices, which I have made available and known to the different military installations in the city as they will ***** and pad bills Dishonestly it is unfortunate that they are the only energy company in this city and they use that to their advantage to mistreat people or treat people or I still and I have requested several million times that they look at the bills as did the other person that they charged for the exact same time. For the exact same location so the business would like to state that this is me and failure to keep a payment arrangement failure to keep an arrangement when you are consistently and have not fixed my bill but our consistently charge me thousands of dollars for a residence that you also charge somebody else thousands of dollars for. Their response is rejected because of course I am paying my bill to get rid of a bill that has unfairly been pinned to me in my account that the company has paid to ensure their revenue stream continue

Regards,

****** *******
Business Response
Date: 01/27/2025
Attempt to contact customer with no success.
Customer Answer
Date: 01/28/2025
Complaint: 22819030

I am rejecting this response because: again it is a bold face lie and this is exactly what Im talking about with this company. I answered the phone and spoke to Gabby. I informed her after she asked me is this a good time for you to have a conversation with me? I said no as to I am at work, but you can call me back later this evening or tomorrow morning, and I would be able to sit and have a conversation with you. I am a normal person with a job to do and when this company gives me no heads up hey, were gonna call you by such as such time to even attempt for me to make myself available. and then lies about it. Its infuriating. If Gabby had to done her job and called me back, we wouldve been able to have that discussion. However, to assume that I am able to drop my work which Im not Im not even supposed to be on the phone while at work to have an unexpected unscheduled conversation is ridiculous. And this is exactly what Im talking about. Its the bold face lies at this company says and does that is bringing me to the point of legal interaction because it is now ridiculous and again I record everything. So no this company did not yet again even attempt to resolve this situation yet again, they lie about it. Again, I am a veteran that you are trying to pacify that you are lying to that you were taking advantage of, I am a customer. I am a civilian. I am a person I have children. I have a job and there are rules at my job just like anyone else elses. This is ridiculous. This is a slap in the face and now I just need to go further and see how many more people they have done this too because Im not gonna take it anymore. I hate I hate being lied to and lied on. I absolutely hate it. They have cheated me out of money they have robbed more than just me. I know for a fact, Im over it.

Regards,

****** *******
Customer Answer
Date: 01/28/2025
Complaint: 22819030

I am rejecting this response because: again it is a bold face lie and this is exactly what Im talking about with this company. I answered the phone and spoke to Gabby. I informed her after she asked me is this a good time for you to have a conversation with me? I said no as to I am at work, but you can call me back later this evening or tomorrow morning, and I would be able to sit and have a conversation with you. I am a normal person with a job to do and when this company gives me no heads up hey, were gonna call you by such as such time to even attempt for me to make myself available. and then lies about it. Its infuriating. If Gabby had to done her job and called me back, we wouldve been able to have that discussion. However, to assume that I am able to drop my work which Im not Im not even supposed to be on the phone while at work to have an unexpected unscheduled conversation is ridiculous. And this is exactly what Im talking about. Its the bold face lies at this company says and does that is bringing me to the point of legal interaction because it is now ridiculous and again I record everything. So no this company did not yet again even attempt to resolve this situation yet again, they lie about it. Again, I am a veteran that you are trying to pacify that you are lying to that you were taking advantage of, I am a customer. I am a civilian. I am a person I have children. I have a job and there are rules at my job just like anyone else elses. This is ridiculous. This is a slap in the face and now I just need to go further and see how many more people they have done this too because Im not gonna take it anymore. I hate I hate being lied to and lied on. I absolutely hate it. They have cheated me out of money they have robbed more than just me. I know for a fact, Im over it.

Regards,

****** *******
Customer Answer
Date: 01/28/2025
Complaint: 22819030

I am rejecting this response because: again it is a bold face lie and this is exactly what Im talking about with this company. I answered the phone and spoke to Gabby. I informed her after she asked me is this a good time for you to have a conversation with me? I said no as to I am at work, but you can call me back later this evening or tomorrow morning, and I would be able to sit and have a conversation with you. I am a normal person with a job to do and when this company gives me no heads up hey, were gonna call you by such as such time to even attempt for me to make myself available. and then lies about it. Its infuriating. If Gabby had to done her job and called me back, we wouldve been able to have that discussion. However, to assume that I am able to drop my work which Im not Im not even supposed to be on the phone while at work to have an unexpected unscheduled conversation is ridiculous. And this is exactly what Im talking about. Its the bold face lies at this company says and does that is bringing me to the point of legal interaction because it is now ridiculous and again I record everything. So no this company did not yet again even attempt to resolve this situation yet again, they lie about it. Again, I am a veteran that you are trying to pacify that you are lying to that you were taking advantage of, I am a customer. I am a civilian. I am a person I have children. I have a job and there are rules at my job just like anyone else elses. This is ridiculous. This is a slap in the face and now I just need to go further and see how many more people they have done this too because Im not gonna take it anymore. I hate I hate being lied to and lied on. I absolutely hate it. They have cheated me out of money they have robbed more than just me. I know for a fact, Im over it.

Regards,

****** *******
Customer Answer
Date: 01/28/2025
Complaint: 22819030

I am rejecting this response because: again it is a bold face lie and this is exactly what Im talking about with this company. I answered the phone and spoke to Gabby. I informed her after she asked me is this a good time for you to have a conversation with me? I said no as to I am at work, but you can call me back later this evening or tomorrow morning, and I would be able to sit and have a conversation with you. I am a normal person with a job to do and when this company gives me no heads up hey, were gonna call you by such as such time to even attempt for me to make myself available. and then lies about it. Its infuriating. If Gabby had to done her job and called me back, we wouldve been able to have that discussion. However, to assume that I am able to drop my work which Im not Im not even supposed to be on the phone while at work to have an unexpected unscheduled conversation is ridiculous. And this is exactly what Im talking about. Its the bold face lies at this company says and does that is bringing me to the point of legal interaction because it is now ridiculous and again I record everything. So no this company did not yet again even attempt to resolve this situation yet again, they lie about it. Again, I am a veteran that you are trying to pacify that you are lying to that you were taking advantage of, I am a customer. I am a civilian. I am a person I have children. I have a job and there are rules at my job just like anyone else elses. This is ridiculous. This is a slap in the face and now I just need to go further and see how many more people they have done this too because Im not gonna take it anymore. I hate I hate being lied to and lied on. I absolutely hate it. They have cheated me out of money they have robbed more than just me. I know for a fact, Im over it.

Regards,

****** *******
Business Response
Date: 01/30/2025
CONTACT HAS BEEN MADE WITH CUSTOMER
Customer Answer
Date: 02/02/2025
Complaint: 22819030

I am rejecting this response because:
That is not the in solution contact has been made with me. I was able to have a conversation with Gabby which is also been recorded as I do everything in case you all need it and intern looked up my account and could not find why I was being billed an extra $3000 could not locate the address that I was staying at could not explain to me where the extra cost came from however did offer to ship me my bill all of them free of charge from the duration of the time of the four year gap where nothing exists all my bills under my social show paid up to my current account where I am on an arrangement so I am satisfied with the company making contact with me however, I am still waiting on a resolution and this to be solved in my account to be adjusted accordingly because the amount that has been added to me is an accurate and its padded and until thats resolved, this claim is not resolved however, I do appreciate her for her gentleness and speaking with me, her honesty and her understanding of the problem because most real people would feel the way I do to have been built that amount of money especially being a single mother, a veteran working and going to school struggling to pay for everything who keeps everything budgeted anybody like me would be hurt stressed and mentally broken from this type of situation so I am still waiting to see the resolution. We have begun the process, but there has been no resolution made and as of current yes Im still looking for council. Thank you again.
Regards,

****** *******
Business Response
Date: 02/10/2025
Customer has been contacted.
Initial Complaint
Date:12/16/2024
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 have been living at the same apartment since May 2023 and have had to deal with a reoccurring issue where my account keeps being closed. Every single time I call to inquire about it, I'm told that the account was closed and there's no service at the address and then they send me a link to basically sign up for service again. *******, here I am again, for the 4th or 5th time having to call CPS because my account is closed. December 13, 2024 I spoke with someone who said no one lives at that address and I'd have to go to a ********** to show proof that I live there. Unacceptable. I call a second time (same day) and this person tells me that someone else used my address to sign up for service, so that bumped me off (closed my account) and I would have to go to a **********. In other words, I have been told "you must go out of your way to prove that you live at said address because our system is screwed. Please fix our mess for us." Did the person who "took over" my service have to prove that they live at the same address as me?What's the point of having a personal customer account number if you all can't keep track of who lives where? How can my account be closed without me calling to cancel service?None of it makes sense and I refuse to drive to a ********** to fix their issue. Essentially, someone else is paying for my energy service at my apartment. How does that even happen?? If by the time I move out of these apartments and I find out that I have a balance of some sort, this will surely go further than a BBB complaint.
Business Response
Date: 12/19/2024
Customer has been contacted and issue resolved
Customer Answer
Date: 12/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *******
Initial Complaint
Date:10/18/2024
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.
On September 27, 2024, we had a fire at our residence. When the firemen arrived, they asked us if there was a fan that was plugged in to the outlet where the fire had occurred. We stated there was and they then stated this was probably where the fire had started. On October 1, I had Spectrum internet come out to my residence because my Wi-Fi was not working. Upon inspection, he stated he was registering voltage on the ground wire which should not have voltage. He stated we had smoke coming from our junction box as well as a burned coax cable. He advised us to call out the city.CPS energy trouble shooter arrived and stated to us to turn on the microwave and he read the voltage. He told us that the a phase wire was reading at 94 volts and the b phase wire was at 150 volts. That's when he told us the neutral wire was missing on the cps side. He said he needed to get a crew out as soon as possible to prevent another fire. Without a neutral it could start another fire.The linemen showed up and asked what was going on. Information from the trouble shooter was relayed about no neutral and there the lineman went to the junction box. Upon inspecting it, he showed the connection electrical curny after replacement and what happened. The neutral broke and one of the legs was barely hanging on by a thread. They mentioned it was like that because on top of the post they did not install boots on top of the pipe so the water was getting inside of the pipes every time it rained. They turned the power back on and metered everything out, testing all for correct voltage, and we haven't had a problem since. I have emailed several times to *** seeking restitution for the obvious gross negligence of their equipment and have gotten nowhere. I have been told if there was a fire at our house then an alarm would have gone off on their end but none ever did. The equipment at my residence was not properly maintained causing this disruption in my living situation and life.
Business Response
Date: 10/22/2024
Contacted customer. Nothing further at this time.
Customer Answer
Date: 10/22/2024
Complaint: 22437764

I am rejecting this response because: business stated to me they would get back to me within 48 hours and I would like to give them the courtesy of this time. I will give them until 330 pm Thursday before I make a decision regarding further action. They (***** ********) stated they would be looking into the case further and would respond to me concerning further action at this time.

Regards,

****** Juniper
Business Response
Date: 10/23/2024
Contacted customer. Advised may open a new claim.
Customer Answer
Date: 10/23/2024
Complaint: 22437764

I am rejecting this response because: they did not accept responsibility for negligence , nor mediate a solution to damages to my property.

Regards,

****** Juniper
Business Response
Date: 10/29/2024
Customer has been advised at this time a new claim will need to be submitted.
Customer Answer
Date: 10/29/2024
Complaint: 22437764

I am rejecting this response because I have submitted the claim as directed and no follow up was made by the company. All documentation was also provided to the company and nothing was done.

Regards,

****** Juniper
Initial Complaint
Date:10/07/2024
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.
*** is under litigation for its practices during the ***** pandemic as well as the snowstorm Texans suffered in 2022. During the ***** pandemic, without notifying, CPS let me go without paying for an entire year without any notification or request for payment or disconnection. They allowed my account to skyrocket to over $3,000. My power has been disconnected for over a week. I have made my best efforts to make payments despite a dying economy, rabid inflation, and mounting interest fees on behalf of ****They are requesting $1,100 dollars for reconnection, but that money will not be accumulated for weeks. I wish to pay the $1,100 to reconnect my power and have CPS ENERGY WAIVE THE REMAINING BALANCE FOR THE CRIMINAL PRACTICES DONE TO ITS CUSTOMERS DURING THE ***** 19 PANDEMIC AND THE 2022 freeze
Business Response
Date: 10/14/2024
2ND ATTEMPT TO CONTACT CUSTOMER REGARDING ******************** COMPLANT. LEFT VICEMAIL FOR WITH CONTACT INFORMATION.
Customer Answer
Date: 10/17/2024
Complaint: 22390636

I am rejecting this response because:
Please reach out via email to schedule conversation

Regards,

***** ******* Jr
Business Response
Date: 10/22/2024
Customer has been contacted. No further assistance is needed.
Initial Complaint
Date:08/30/2024
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 have been living in the same house since march 2023. I have been experiencing financial hardship since my husband had been arrested and sentenced 10 years over 2 years ago. I recently started nursing school full time so i am not working as much as i used to. So im a single income household with 3 small children. i had been trying to get an appointment through bexar county utility assistance for 3-4 months and i did finally receive one and qualified for assistance. when bexar county reached out to cps to verify my information they said that my account had been inactive since march 2024. I have not moved and i had service the entire time up until 8-28-2024. I was disconnected without any notice of disconnection. So now by law Bexar county cannot make a pledge on my behalf until my account is active and shown to have been active for at least 60 days. I have contacted CPS multiple times and visited one of the centers where they refuse to work with me in any way. I have even asked if they could just activate the account so that Bexar county could give their pledge but they will not do anything till i pay $1819.17. Which i do not have obviously since i was requesting assistance. so i do not know the law in regards to disconnection of services but i know that a notice of some sort needs to be given and with a heat advisory they should have not disconnected.
Business Response
Date: 09/03/2024
Customer has been contacted and issue is resolved

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