Sunday, July 20, 2008
10:01:00 AM - Cirro Engery Customer Service Screws up...Bad...Then Fixes it.
This weekend, I opened my last electric bill from Cirro Energy (I'm switching to Gexa). The next morning, a call to customer service took 30 minutes, and made no ground towards getting the problem resolved. Instead of retelling the entire story, below is the resulting email conversation:
from Kenneth Woodruff
to service@cirroenergy.com
date Fri, Jul 18, 2008 at 10:54 AM
subject Problem with last bill
Dear Cirro Energy Support,
I spoke with one of your customer service representatives this morning, and was very disappointed by the lack of options in correcting an issue with my bill.
When I received the notice that my contract had run out, I immediately began researching energy prices, and found that I could save money by switching to another company. I spent a good deal of time on Cirro's website, but was unable to find an offer that was competitive. Reluctantly, I made the switch to another company.
Yesterday I received an alarming bill in the mail for $614.96. More than double my previous bill! This happened while my usage went up less than 200 kWH. As it turns out the price per kWH jumped from $0.148 to $0.2349. It seems that I am being charged this rate for one month because it is my last month, and Cirro does not offer a monthly plan. Since there was no option for a monthly plan, there is no published way to switch companies without having to pay for a month of service at an extremely high rate. Thus the customer is trapped facing either an early termination fee, or a month's service at nearly double the going rate.
The customer service representative I spoke with refused to make any changes since I was considered to no longer be a customer, and then refused multiple requests for the call to be transferred to a manager, supervisor or anyone else. The CSR also noted that he deals with this type of call on a regular basis.
Please let me know what action Cirro will take to resolve this issue.
Sincerely,
Kenneth P Woodruff
Account#: xxxxxxxx
from Butch Grantham
to Kenneth Woodruff
date Fri, Jul 18, 2008 at 3:28 PM
subject RE: Problem with last bill
mailed-by cirroenergy.com
Account #xxxxxx Kenneth Woodruff
Kenneth,
Thank you for your email.
I have credited a total amount of $339.34 to your account as the difference between what your contract rate had been and the month to month rate charged on your final bill. I am sorry and it should not have billed out at that rate.
Regards,
Butch Grantham
Customer Service Supervisor
Cirro Energy
Though I am pleased with the end result, I'm still disappointed that it appears to be company policy to hold the customer hostage.
from Kenneth Woodruff
to service@cirroenergy.com
date Fri, Jul 18, 2008 at 10:54 AM
subject Problem with last bill
Dear Cirro Energy Support,
I spoke with one of your customer service representatives this morning, and was very disappointed by the lack of options in correcting an issue with my bill.
When I received the notice that my contract had run out, I immediately began researching energy prices, and found that I could save money by switching to another company. I spent a good deal of time on Cirro's website, but was unable to find an offer that was competitive. Reluctantly, I made the switch to another company.
Yesterday I received an alarming bill in the mail for $614.96. More than double my previous bill! This happened while my usage went up less than 200 kWH. As it turns out the price per kWH jumped from $0.148 to $0.2349. It seems that I am being charged this rate for one month because it is my last month, and Cirro does not offer a monthly plan. Since there was no option for a monthly plan, there is no published way to switch companies without having to pay for a month of service at an extremely high rate. Thus the customer is trapped facing either an early termination fee, or a month's service at nearly double the going rate.
The customer service representative I spoke with refused to make any changes since I was considered to no longer be a customer, and then refused multiple requests for the call to be transferred to a manager, supervisor or anyone else. The CSR also noted that he deals with this type of call on a regular basis.
Please let me know what action Cirro will take to resolve this issue.
Sincerely,
Kenneth P Woodruff
Account#: xxxxxxxx
from Butch Grantham
to Kenneth Woodruff
date Fri, Jul 18, 2008 at 3:28 PM
subject RE: Problem with last bill
mailed-by cirroenergy.com
Account #xxxxxx Kenneth Woodruff
Kenneth,
Thank you for your email.
I have credited a total amount of $339.34 to your account as the difference between what your contract rate had been and the month to month rate charged on your final bill. I am sorry and it should not have billed out at that rate.
Regards,
Butch Grantham
Customer Service Supervisor
Cirro Energy
Though I am pleased with the end result, I'm still disappointed that it appears to be company policy to hold the customer hostage.
Comments:
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GREAT EMAIL KEN! I'm impressed at writing skills on that email... way to stand up against the big companies who like to push around the little guy. I'm glad you got the result you deserved. Maybe the whole CSR team got a talking to as a result of your email.. we can hope.
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