Entrust Energy - Company Information

“  My dad passed away May 10. I made payments May 31. I informed the person I talked to that my dad had passed away and it would take a couple of months to clear everything out. They said no problem. Account wouldn't have another bill until mid July. I wasn't informed that their policy is 14 days after they're informed of death, they turn electricity off. They said they sent my dad a letter June 2 informing him. He's deceased so he didn't get that letter. My phone number was the contact number. No calls from entrust. Not even missed calls. After explaining this to the person (obviously reading from script) there isn't anything I can do. They won't turn it back on. Now remember I owe them no money at all. It's paid thru mid July. They DID say I could open account with entrust energy and they would turn it on. I didn't do that. Found month to month place. DO NOT USE ENTRUST ENERGY. ”

“  Greetings, I live in the Houston, Texas area and I was approached by one of the Entrust sales representatives, claiming to be a manager. He repeatedly asked me to switch and called the customer service line to do the switch. However, when he talked to me directly he kept saying that I was not switching and that he was only calling to see if I'd get approved and to get a confirmation number. This was all after the high fees, delivery fees, fixed rate story. The first time, he gave the customer service rep my number and they called me to my cell phone. The representative on the phone asked if I had agreed to switching providers and I said no. The rep stated that if I wasn't ready to switch he could not continue and he terminated the call. Nonetheless, the rep next to me had asked me to place the call on speaker so that he could guide me and help me answer the questions. The whole time he was 'trying' to get me to answer 'yes' to all the questions, but I declined. I am a grown woman and I speak English; however, he insisted that I answer 'yes' and that he would explain everything at the end (after I was signed up). After trying to convince me again, he called a number on his personal phone and told me that he was calling his supervisor, listed on contact list as Nene. A female told me that the phone call to the rep was only to get approved and get a confirmation # and that I would have 3 federal business days to decide if I wanted to continue with Entrust. After we hung up with her, the rep called the line again and asked for me to answer the questions again. As soon as a female rep answered I told her that I did not want to change and that i still wanted to cancel my enrollment. The rep next to me kept insisting, almost harrassing and telling me that ge was trying to save me money and that I shouldn't be scared. He kept smoking while talking to me and was spitting on my lawn. After the second call was terminated, i told him that i had to go and that I would do my own research before I switched providers and that I would call myself if I chose to switch. He was not very pleased, but finally left me alone and left my property. I called the customer service line, myself, minutes after to verify that I had not been enrolled without my authorization (and I wasn't). If I am later charged or billed for God knows what I will call back because I did authorize do to any changes. The way they talk to people like if they're stupid is not very nice. After doing my research I am very glad that I did not fall into that guy's trap and if he ever comes back I will be calling the police. If this company is not a scam, then they should hire employees that are more professional or train them correctly instead of them misleading people and harassing them with lies so that they can make the switch and then get stuck with a higher energy bill. I consider myself one of the lucky ones. ”

“  Same story as everyone else. Was told that they weren't selling anything, and were not trying to switch utility companies. When I figured out what was going on (off of this sight oddly enough), I tried to call up their customer service dept. and tell them I was not interested. No answer. I called my utility company and explained the situation to them, and that I had no desire to switch companies. The next day I tried again to contact Entrust and got a hold of someone, informing them that I had no interest in their company. The rep was polite and assured me that I would not be switched. They switched me anyway and now I'm in the middle of a fight and $600 in fees. The next Entrust employee that sets foot on my property leaves in the back seat of a patrol car for trespassing. ”

“  I was switched and they told me I could save and my price has droped my highest bill been less the 180 in a 2500 sqft house great work guys keep up the good work and I've never trust the door to door people but they took care of me!! ”

“  I received a pay or you will get disconnected notice just before I went out of town. I PAID the minimum they told me to keep the lights on. I left and come back 10 days later and the power had been SHUT OFF for days. They acknowledged receiving my payment but CLAIMED during that 10 days I was gone they shut off my service due to non-payment of the next month's bill!

Recently they sent me a notice stating they were unilaterally changing the contract to benefit them. I think they are now charging $30 to send out a late notice?!!?! The letter stated I had 10 days to change providers without penalty.

I didn't receive the letter until the last day to change and didn't get a chance to run. They printed the letter and didn't mail it for a week.

They are in the BS charges business. Pure scum. ”

“  There are entirely too many things wrong with this company for me to type. I am not giving a rating because I cannot even give them 1 lightbulb. In all of my years I have never had a worse experience with a company. STAY FAR AWAY! They do not hold themselves accountable for ANYTHING. When their customer service makes mistakes you have to pay for it AND they do not have managers to speak with only supervisors that don't know anything and only work from 8-6 Mon-Fri. Worst company I have EVER come in contact with. I am so sorry I signed with them. ”

“  I advice anybody never to use this company. I broke my golden rule and had someone who came knocking on my door (that should have been red flag) to get me to change. After first 12 months they greatly increased my rate from 8cents KWH to over 11cents KWH when I did not renew contract. After almost 3 years I terminated to TXU (much cheaper now) and now they have sent $200 termination fee to collection agency. The person that sold me policy told me the termination fee would be only for first 12 months, but that if false statement. They repeatedly over and over called me to renew after telling them NO because I might switch. I think they repeatedly called me to try to lock in termination fee. When Entrust person comes knocking on your door - then do yourself a favor - DONT OPEN THE DOOR. ”

“  Initially, I appreciated the service from Entrust Energy. The savings proved significant; however,
I am very disappointed with their customer service. I requested months back that my bill be moved to the 21st of the month. It was never explained that my monthly billing dates would change. I have been trying to split my bill based on my pay dates and could not figure out why I kept recieving pink notices. I take responsibility for not checking sooner into the problem.

Since I cannot seem to arrange my billing according to my financial needs, my family will be leaving entrust. I have always been a major part of customer service within my organization. I have noticed over the years that the customer is no longer right and the corporations do not care about our needs.

Thank you entrust for your previous service. ”

“  This company lies and then refuse to believe I was lied too. I switched and this was the biggest mistake ever. This company needs to be shut down. The charge all these extra charges they claim not to charge, I pay 3 times more that I did with TXU , and then a $300 termination fee. The fee is looking like its worth it to pay just to get rid of this lying hateful company.I have never despised a company more that this one. I hate them and their lies. I will down this company every chance I get, I will blog about their bullshit lies on every site I can. I will tell anyone and everyone I can that listens. ..... ”

“  I told broker we were moving. He said there is no problem. Then they hit us with a fee when we moved. Also the customer service department is using the upgrade to chip cards used for automatic payments to generate late fees because the expiration date changes. They have a policy to make 10 dollars off you when they notify you the month after a missed payment with a cutoff notice. This despite them having all the info they need to send a courtesy notice. The fee is nonrefundable because the peons on the phone have no authority to actually empathize. I always leave a company with such policies and they usually end up in bankruptcy.
”

“  Yes I was one of the idiots that switched to this electric company. The guy promised me that my bill would be way less than my previous electric company. My bill for the last two months have been almost $300 ai piece! How? Of course I was told the things I have plugged it and my air being on all the time. So I went through the house unplugged almost everything! Only two people live here. We were gone for two weeks and yet my electric bill is still $250! How? Why is the delivery charge almost $100? I hate that I signed up for a 2 year contract, it might be easier just to pay the fee to disconnect service! I will be filing a complaint with BBB and the public utility commission. I would never recommend this company to anyone....just say no!!!!! ”

“  Entrust Dont Trust
I had been a customer with Entrust for 11 months. On 4 different months I asked for my bill to become due on the 20th of each month because of how I get paid. They said no, I dont remember the exact details as to why my bill could not become due on the 20th.
My bill was past due 9 days and when they called me I told them I had sent a check thru my on line banking with Chase. I told them that the money was already out of my account and the money will be there the next day or the following day, but the check is in the mail because they were threating to cut off my electricity. I called Chase bank and told them my issue with Entrust and the customer service rep told me to go online and go to my on line bank and print out proof of payment. I did that and I emailed it to them. That document had the dollar amount of the payment, the address and company that the check was sent to, I had paid them every month for the past 10 months, I had spoke to them on the phone, everything I could do and they turned my power off.
I am 57 years old and I have been in my house for 8 years and always paid my bill but Entrust would not work with me, after your bill is past due for a certain amount of time they will zap you.
In my opinion I would say Dont Trust Entrust, go to another company

Keenan Hunter
”

“  My stepdad has cancer and we have service with this company well today they turn our electric off and we called them and told them that they can't turn the electricity off because we sent a critical care paper in to them and they put us on hold and then the customer service came back on and said that they don't have the paper stating he is in critical care and that we still have to pay $208.00 dollars to get our service back. When they are the ones who keep losing the paper that the state fax to them. I wouldn't recommend this electric company at all ”

“  I had the service for 2 years and had no problems. Wish they had cheaper rates. ”

“  Bad customer service. I have 4 accounts with Entrust because I was cheated and lied by a broker about the rates. After I got my first 2 bills on my business account, I realize it was way higher than I was paying before. I reach out to the broker, but no response. Later, I found out that he left the company. I reach out to Entrust saying that please DO NOT TOUCH my other businesses and DO NOT SWITCH with you, but they keep arguing that I sing the contract and I Have to pay the Early Termination fees. They DO NOT want to listen my side of the story that I got cheated. Instead they are insisting that I sing the contract and that is it. I am honest business man in Houston with Integrity and values. I don't recommend any one who owns a house or business to go with ENTRUST. ”

“  I start by saying that Entrust has really bad customer service. They only listen, but no act and just hung up the phone after whatever they have to say. One broker got my name and number few years back and promise me to give me great deal. He cheated me by making me sing the contract and change all my business to Entrust. I end up getting higher bill and paying more. I did not authorize to one of my business and reach out to Entrust, but they are charging me early termination fees. I have 3 other accounts with Entrust as commercial account and never pay late in last 2 years. They don't give me the credit and don not listen to me that the broker cheated with his sales pitch and switch all my business by tricking me and use my signature in other paper. The broker is not with the company anymore. I am going to get a lawyer involve and sue Entrust if I don't get a credit and if they don't get this early termination fees dismiss. I even give my signature and my id showing that I did not authorize this business and even send the email 30 days before they switch and send email right after I get notification about switching. They have a bad customer service and don't care if I have 4 other business accounts and I know lot of folks in Houston area who have businesses. I will hire a lawyer and sue this company by charging me more rates and other stress they have given me in last 3 months. ”

“  do not show any bill, do not trust them, I have been a victim. Everything is tricky. Just search on Google the reviews before thinking in anything with them. Hope my problem gets a solution. I have spoke with FOUR "managers or representatives" and they say they can't do anything. BE CAREFULLL and spread the word as I will. ”

“  Everything about this this company is horrible customer service and the billing is a arm and leg. For a month I have paid over $700 dollars. I have written to the Texas Public Utility of Texas and haven't heard from them and it has been 2 weeks. PLEASE PEOPLE DON'T USE THIS COMPANY ”

“  I am surprised to hear for the first time that Entrust does not provide a account closure email while they have a big and colorful welcoming email and physical copies... How do I know if my account is really closed.. they can charge me anytime saying I have not cancelled my services... customer service reps are very rude and they do not have time tom resolve issue.... ”

“  A lady came to the door and said ENTRUST had bought out TXU Energy and she was going around notifying people that their next bill will be from Entrust instead of TXU. She asked me to sign saying I'd been notified....then they switched me to Entrust. I called TXU the following day and found it was indeed a LIE. TXU switched me back right then. I got a bill for 20$ from Entrust..did not pay it and they have turned it over to collections. I am on limted income & do not need this hassle. ”