Constellation - Company Information

“  I have been a customer of StarTex since October of last year and have been very pleased with their service. Twice I have signed up for the three month plan, but at this renewal period, it is not offered. I asked via live chat if I could sign up for the three month plan and was told to call customer service and they may be able to sign me up. Customer service would not sign me up and was not concerned that I would cancel my service and switch to another company. I mentioned that the three month plan is offered to new customers and she suggested that I cancel my existing and sign-up as a new customer under my husband's name. That has to be the dumbest solution I have ever been offered by customer service representative. She could not offer and explanation as to why it was not being offered to existing customers. I would think that StarTex would be more inclined to offer existing customers better deals, so they will not cancel. ”

“  After having Star Tex Power for a couple of years I wanted to transfer my service to my new home. I was unable to do so, because they do not update their systems. I was forced to find another company. Even after being in the new home 9 months, Star Tex still has our home listed as a commercial meter. I was even told by the customer service rep to just pay commercial pricing! Before we moved into the home Center Point was sent out to verify if it is indeed commercial or residential. After verification Star Tex is the only company that has us listed as a commercial meter. Very disappointed. ”

“  The customer service department really needs work. We use them as a commercial provider at work. My contract states it runs from August 2014 to February 2015, no actual day of the month. We signed a contract on March 4th and that contract states it runs from March 2015 to March 2016. When we received our next bill it was at the higher "floater rate." I contacted them immediately and I was told I would receive a call back. No call back so I contacted them again and I was told no notes on the account. I was then told to contact my service rep who told me he was out of the office and would contact me the next day but did not. Three days later I contacted him and I was told they have the actual contract dates in their office and I should check my bill for the actual day of the month the contract takes place. I was not under contract and he would credit this bill to my old rate but I would now have to pay the late fee because it took so long to resolve the bill is past due. ”

“  I went with Startex because they had a great rate. This was my second to use them. I received my first bill and in Large Bold Red Letters it said "Do not pay, payment will be made electronically." I checked their website which confirmed that I was set up on auto pay. I get the second bill, it shows a past due balance and a late penalty fee. Again, it had the bold red statement saying "do not pay". I called the company for an explanation, after long hold time, it turned out I wasn't set up on auto pay. They said that possibly because I was a previous customer and was previously on auto pay, generated that notation. I said fine, please remove the fee and lets get me set up on auto pay. Gave my credit card info, etc. Was put on hold again. Then the very same customer service rep that I had been speaking with for over 45 minutes came back informed me that I had a past due balance and asked if I would like to go ahead and take care of that now before a disconnect notice was sent out! I was so shocked! I said, "Seriously? This is John, correct? The same guy I've been talking to for the last 45 minutes trying to get a billing error taken care of!". He said yes mam, then repeated that I had a past due balance and that I would soon be receiving a disconnect notice if I didn't take care of it! I told him that I was done with him and asked to speak to a supervisor. After another long hold time, the supervisor came on and defended John's statement saying that he was just trying to help me out! I had to give my credit card info to her to pay my "past due" balance. I'm so thankful that it was only a 3 month contract! I don't have time for this nonsense! ”

“  Tried to get on their plan, as I have been using electric carriers in my name for 30 years with various companies and PERFECT credit. Never needed a deposit. Startex is trying to get me to deposit $350 (even pushing it on me). I put a security on my credit report to be notified if anyone looks at it. This requires them to get the name of a person at the credit bureau who calls me to get my permission, then I call the creditor to proceed with a credit check, or the credit bureau can call them; either way. This is what all companies have been doing. StarTex CS has no idea what to do, clearly stated that in our conversation, while I explained and said get your supervisor. He announced that his super was on the phone listening. Then the CS wants me to call the credit bureau because he doesn't know what to do but use another phone to call Credit Bureau, then tell them it's ok. I say, that's not how it works for me since I don't have another phone and no clue who to call back on a random call center. The dude says, "I am the best source for knowledge here". At which point I proceeded to say with authority, "You ARE NOT the best source of knowledge or you would KNOW what to do here and clearly you don't". I hung up when he kept insisting he was the best source. Delusional. And his super never stepped up to stop him. I guess he agrees and supports his stupid CS. ”

“  I made the mistake of putting the bill on autopay. The month before my credit card expired, I received my new credit card and changed it online for the autopay. I kept getting all these notices stating that my credit card on autopay was expiring. I knew I'd changed it, so I go look. Yep, right expiration. Still get notices. Now I'm thinking, notices are wack! Some sort of error? Still, I'm worried, cause I don't want to be late so I keep an eye on it. I log in the day it's due and look. Doesn't show a payment, but I figure, it will the next day cause it probably process at night. The following day, still shows no payment. Again double check autopay credit card on file. Shows the correct information. Send an email to company asking about what the issue is. Three days later get an email stating the old credit card date on file, but if I've changed it, not to worry. So I don't. Keep getting emails and text messages. Even though I see the correct date, I change it again. Three days after I've changed it the second time, I get a notice they are going to disconnect. I contact them and they say they see I just changed the date three days earlier and therefore, it was out of date when it processed. They want me to pay right then and there. No thanks. I don't trust these people. When I finally get a second supervisor I'm told that the credit card information has to be changed on both the auto pay area and the regular payment area?????? Sure. Right. If that were the case, then why does it have a notice, to change credit card date for auto pay, as a link that takes me to the one place to change it. Also, why would I need to have it in two places. Sounds like excuses for a poorly designed system and scapegoating customers for their issues. ”

“  I tried to pay a bill and it kept declining payment because the zip code on the account was wrong. I contacted them three times with no correction. I used the chat system and it took 10 ten minutes just to get through account verification. TEN FULL MINUTES to ask me my name, my social, the address and my email to change the damn zip code and pay a bill. ”

“  Were in 2018, and you cant do automatic payments. ”

“  I've called several times asking to speak to a supervisor regarding my account, to no avail. I just want to speak with somebody with a brain in their head that cares about not losing a customer. In such a competitive environment, it seems they don't care at all about losing a customer, in spite of my willingness to pay the $350 cancellation fee. Get it through your skulls: I'm going elsewhere unless you work with me. Business 101. Clearly the CS reps don't care about their company or the future (or lack thereof) of their jobs.

Would like to add, much like many services today, it's easy as pie to sign up, but once they've got you, good luck dealing with their CS. Nowhere on their website makes it easy to change payment options, renew or otherwise. ”

“  It took four different times to get signed up. Probably not with the effort for only a fraction of cent cheaper than Com Ed. ”

“  Terrible phone only experience. Soft Credit check, Hard Credit check, copy of Drivers license and not a single email, web interface or paper mail trail regarding the process. 3 different reps. Called today to state i never got written confirmation - only verbal - only to find out they never completed the process !
They never called me back as they said they would. I was actually worried that it was a potential scam due to the lack of any documentation -provided by Constellation- during the process. I was the pursuer to get a better price, but in the end since they let me miss the deadline for a next-month cut-over decided that it just was not worth the time and energy and renewed for a higher rate with my current provider - GNG. They recorded everything but I sincerely doubt that they ever listened else, they would modernize their process. It is easier to buy a car or lease a 1,500 cell phone. ”

“  Switching to Constellation was the most difficult time I have experienced. It was a nightmare. The only good thing is the rate per therm was the lowest I saw at the time. ”

“  I have had constellation for 4 years, most people come due to the initial pricing offered which is lower than most per therm, but the renewal rates will skyrocket if you are not clever enough to do your research about the cheaper existence of other offers. My issue is that the customer service people who all seem to be in only one certain region(and diversity matters) that may not necessarily comprehend very well are trained only to give service, verify service and offer renewal plans. I called because I did not have any hot water and my service was on and I paid the bill, and the agent told me he could not help me and he would have to transfer me to "constellation home" which made no sense. I told him I live in an apartment, if everything is okay with my service should I put in a maintenance request where I live, he couldn't answer me and kept suggesting constellation home. When I called constellation home the agent told me I would have to create an account and pay for a service tech to come out. I told her I am in an apartment, do you all service apartments? She stated "yes". I said but why would I pay for another service? Constellation will do everything to get as much as they can get from you monetarily, and cannot answer service related questions beyond your service being on and off but NOT things that are common sense. I told the "Home agent" I would not be setting up another account and then called my apartment maintenance staff and they fixed the problem. The initial agent should have told me this after he verified by service was on and there were no ongoing issues in the area. I would say if you want service go in with this awareness. You are going for the best price not the customer assistance after your service is on. After 4 years I'm dreading having to call them for assistance with "a possible" renewal because their offers are extremely high just because I feel like as an existing customer that always pays on time I shouldn't have to go through the back and forth on pricing. I have to do this every year, but honestly, it may be time to move on. ”

“  Delays in start up have cost me significantly since I have been off contract while waiting for yours to kick in ”

“  I signed up but they didn't follow through. I gave them all of the info they needed when they called, but for some reason, it didn't go through. Can't recommend what isn't working. ”

“  Signed up for service but cancelled a week later after I received a pushy phone call from a Constellation representative (English was so bad that I had to ask her to repeat everything) trying to get me to transfer electricity service and asking many questions that had already been asked at the time of registering for gas service. Even after repeatedly saying "NO, Thank You", the phone call lasted about 10 minutes before I hung up. This prompted me to research other's experience with Constellation and ultimately led me to cancelling Constellation Gas Service.
The Rewards Card registration was very difficult and seemed to be a little shady. It required another account be set up which had no phone contact information when my password would not work ,and I needed assistance to get into the account to validate the card. The $25 Rewards card was for specific vendors or an option for a MasterCard dedit card which had $21.75 on it. ”

“  Could not get the on-line pay system to work, even after several tries. ”

“  I have not received any information from Constellation or been able to access their web site. I would like to sign up for automatic online payment. ”

“  Tried to accomplish via their web site..thought all was well until I got a letter from Gas Provider stating my service would be cut due to not selecting a provider. Called Constellation they said nothing would happen for 2 more weeks, then switched me the next day. That led to me having 2 accounts, 2 account numbers and 2 prices,,,took hours to get through via phone and straighten it all out. Still not sure all is well, awaiting 2nd billing after receiving a .24 cent credit bill... ??? ”

“  We used Constellation for our last choice of electric providers and decided to renew for THREE years unfortunately this year. The price increase has been alarming and reaching customer service has been a time consuming nightmare. You CAN NOT reach CHAT on their website and must WAIT to speak with a rep. So far I've held for 16 minutes hearing what Constellation uses to SELL it's services. However fulfilling those services are quite questionable. We would like a A/C service call right now - it's included the high cost of their service - but it would appear scheduling that "benefit" is not easy. I'm hearing due to the HIGH VOLUME of calls blah, blah. I have tried to go online as suggested - but all you can do there is update your account and RENEW...NOT a happy customer.........it's now been 29 minutes and the loop goes on and on. OH, got a rep. guess what??? To get A/C service you must call their HOME CARE number - NO WHERE IS THIS LISTED on the website or on monthly invoice. So now I am in que AGAIN! ”