Our Analysis of Frontier Utilities

This company's ok in a pinch .one thing I don't think people realize is your no getting sufficient power to power your electrical appliances at times and that is reducing the life of them and thus costing you more money.

The No Hidden Fees plan I chose was great value this year. The renewal plans they offered me when it expired are not so great.

Horrible Customer Service!! Do not think you have 3 days to cancel after you sign up with them because they will send you a bill for $18 for less than 1 day usage. They say 3 days to cancel but once you cancel, it takes up to 30 days to dispute and cancel. The customer service lady was also very rude and I literally waited 1 whole hour on the phone just to get an agent on the phone to help me. My average monthly bill is only $140. If I paid $18 per day...it would come out to $540 per month. Their customer service is beyond horrible and expect to wait 45 minutes to an hour just to get someone on the phone. Will NEVER recommend them to anyone or ever use them again...no matter how cheap their rates are!!

Do Not Sign up with this company. Even if the rates are good, They'll leave you with a bad taste in your mouth!!!!!

Frontier Utilities' practices make me appreciate how some other electricity companies honor their customers. For a variable rate plan, Frontier will not extend promotional rates for a short billing period. Other electricity companies will extend the promotional rate for a short billing cycle through the next billing cycle. Some even automatically waive the fee for usage < 1000 kwh in these cases. Frontier does not do this. They are not interested in retaining or having repeat customers. I would NOT recommend Frontier Utilities to anyone. I will NEVER do business with Frontier Utilities again.

Biling cycles consistently change without proper notification. While meter reads DO change, billing cycles should not. This ultimately leading to disconnection/reconnection fees. I would NEVER reccoment this to a friend. If you travel it is not likely that you will recieve proper notification when a disconnection notice or billing issue arises, leading to returning home with no AC and a refrigerator full of rotten food. I even called to ask if they would work with me and there was nothing they are willing to do. They claim to be an accredited business from a couple of organizations, which Im not sure how that is possible unless these so-callled business organizations operate with zero merit.

i was called by this company and told they were .02 cents cheaper than ppl and that i would save money.
wheni got my bill the rate was acctually .02 higher than before about $35 more peer month. when i called they where rude and wanted to give me a lower rate to stay but did not care about correcting the missleading rate from before. DON NOT DO BUSINESS WITH THEM

Customer service is horrible, the way they bill for pre-paid services is horrendous. I would never recommend this company to anyone.

This is the worst company I have ever dealt with. The customer service is horrendous. I can go on about how they shut my power before my due date on my bill then charging me a reconnection fee to increasing my deposit by $300.00 and only giving me 2 days to do it. Just stay away.

I chose this provider for a new home I was moving in to. I was unable to move in and called immediately, (June 24, 2015) the day before service was scheduled to begin. About 3 weeks later, I received a bill for $8.49 (no usage, just fees). I called again on July 21, 2015 to explain I had not moved in and would not ever be moving in, and the CS rep told me that "unfortunately, due to the processing time" I was still being charged for the usage and once it was processed, they would send me a final bill. They can take both bills and shove them where the sun don't shine.

This company is by far the worst utility company i have ever dealt with. Their salesmen are straight up liars. I not only didn't see the promised savings; they actually cost me substantially more. Their customer service is crap too. Billing problems abound and are a nightmare to resolve. If somebody from frontier knocks on your door my advice is to immediately punch them in the face as hard as you can.

Been with them for 3 years they screwed my bill up so many times their management is totally useless

Not customer friendly when dealing with Customer Service Dept. Beginning to regret my decision to go with them.

When they notified me by mail that my contract was expiring, I went on Power to Choose and selected a new provider based on cost. I then received notification of an early cancellation fee of $180 from Frontier Utilities, even though I had switched providers after receipt of their contract expiration notice! What a scam. After two conversations with customer service, they still refused to waive or reduce the fee (even though my average monthly charge was much less than the fee assessed).

My wife activated Frontier Utility as our primary electricity provider sometime in July 2015. The price per KWH was low in the beginning of the service contract. We paid this amount for several months but then my wife and I divorced and I left the residence in December 2015 and no longer paid the bill and was forced by a court of law not to disconnect any utilities. According to Frontier Utilities, The service was not officially disconnected until January of 2016. They told me that I had a balance over $300, the divorce was unfortunate but that I must pay or that they would report me to a credit bureau. I asked for a itemized breakdown of charges during that time period and asked them to remove any late fees or charges and that I would pay for the services that were used through November. they agreed to cut some but not all and mandated that I pay through January. I begrudgingly agreed to a payment plan to settle the debt that I did not agree with but did use some of the services and felt obligated to settle the debt. After paying the first 2 payments (nearly $100 each) of the settlement, I was called for the final settlement payment and was discussing the final payment which went up from original agreement and that I wanted any additional fees taken off and that it was unfair that I was charged for energy services/Late fees and for a place that I no longer lived and that I was legally not allowed (Divorce-court order) to cancel services in December. The person handling this case starting getting rude, threatened to report me to credit bureaus (Which they already did) and I stated that I have more than met my financial obligation to Frontier Utilities, and I stated for them to go ahead and report this action and stop contacting me at a work number and that they continued to Harass me via work phone.
Over the 7 months of service, I was charged over $300 in additional fees/penalties/charges and this does not include small hidden fees in the actual bill. This company has belittled me during a difficult time in my life, their professional courtesy was non-existent and made me feel like a criminal.
I asked that my account balance be shown as paid in full based on the funds already paid and for them to stop calling me at work.
This company will not work with nor follow through and help the customer even though all energy services have been paid for and satisfied.
Jared-supervisor of collection
Another billing clerk Ambrosio gave me additional info on the account and continued to protect his supervisor- (Jared) When I asked to speak to Jared's supervisor, he declined and said that he was all I could speak to regarding this issue.
All of this over a $98 balance (additional fees/penalties/charges) that continued to escalate even after they threatened to report to my credit and already did so.
I am not the type of person that complains about these things but I felt that others should know how I was treated and to read reviews prior to just taking the cheapest option!

went month to month for a few months, i was not contacted (they said they sent something in the mail but don't call or email). i used 4500kwh @ the month to month rate of 13.4c per KWH!!!!

I offered them to sign a 2 year agreement if they provided some type of relief or concessions and it was declined. apparently they dont want to keep customers....went to Gexa...7c per KWH @ 12 months!

I only used them during our move transition. They were able to connect immediately. However, this is The one and only thing they have done right. Once we moved, we cancelled service. The fiasco began. Customer Service is deplorable and getting a refund of your money and an accurate final bill seems to be the equivalent of getting a Presidential Pardon. Very rarely does anyone give you all the information you need and the information in the auto generated emails do not not align with their actual practice. Each time I called I had to speak with a supervisor just to gain an understanding of what was really going on (Only reason I can even give a 1 for customer service). They have a long way to go in the customer service experience area of business.

Frontier never sent a final bill. I discovered this a year later and immediately paid it. They said they would remove a negative credit reference and did not despite my follow up with them.

Rep was very rude. Just moved and called to update info and payed for the service. Got a text from them 2 days later that we were being refunded and that the service is being shut off. The reason? The rep rudely had me verify everything over the phone and didn't update ANYTHING and shut it off!!!! We're switching providers today.

I have a small studio apartment and was paying around $50 per month in the summer. In the fall it decreased to about $40 per month. Just switched to Reliant and am saving about 15 to 20 dollars per month with an energy conservative plan.

Recently my account was charged incorrectly for a broken meter or a one time service charge???customer service agent could not verify the charge from my bill. Agent continued to offer excuses and no concrete answer on a $25 charge.
Just remember that quick and easy will cost you in the end. I have sent emails and called customer service for a manager, surprise no one has called in a week. Don't waste your time or money with this company. Worst energy company I have ever dealt with in Texas.

Horrible

Frontier has created an account # meter # for an unused service pole with wires sticking above ground, there has not been a meter are service to this pole for over 6 years
not only the dangers it has caused I'm being billed for a dead line, no electricity can be used from this service,
My wife has tried to resolve this matter with your representatives for many weeks to no avail, and it seems no one can explain why it was installed, and why we are being billed
for a pole with no service

I have been with this company for a couple of years, but I'm sorry their customer service suck. And also when you make a payment, somehow your payments don't show up in their system. I will be switching to another company ASAP.

I have only been using Frontier for about 2 months now, and the service itself has been adequate. However, the customer service, online interface, and billing process have all been negative thus far. I had to call (2) separate times in one week to update my contact phone # since that function is not available on the online portal. The second time, they input a nine digit # and I had to call back to have it updated again.
Regarding billing, I have autopay set-up, which drafts on the day the bill is due. An invoice was issued earlier on the same morning, reflecting that I had not paid my previous bill even, though it auto-paid later that same day. The online portal shows the Invoice as unpaid, but the Paid status shows it as paid, and I confirmed that it was paid over the phone. Both misleading and confusing how the (2) different tabs on the online portal show different information. Also, I don't understand why an invoice would be issued prior to the auto-pay on the same day, making it appear as though the customer was late on the previous month's payment.
Finally, there was an overlap in service between my apartment and home, so I was paying for both locations at the same time, and had requested a specific cut-off date for the apartment at the time of setup; we were not told that any additional information or requests would be required for this future transaction. I called back, after that date to confirm that service had been cut-off to the apartment, and it had not and customer service had no notes or recollection of this conversation. They claim to have put in the request, but insisted that I would receive a paper copy of the transaction in the mail, as opposed to an email (which they have on file). At this point, I have limited trust that they will complete these actions correctly, and in a timely fashion. Which will most likely require more phone calls and more frustration.
To sum up, the electricity itself has been fine, but any human/website interaction so far with this company has been very disappointing and frustrating.

This electricity company eats through your money. I've had a very poor experience and would never recommend them to anyone and will never you them again myself. I highly recommend looking elsewhere for your electric provider.

I had my electric shut off. I asked to make an arrangement as well as give them a authorization to turn my electric on and charge my card the next day. Customer Service is NON Existent, Very rude people on the phone. I had to get off the phone before I started to make, what is considered terrorist threats against the actual agent on the phone. NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER DO BUSINESS WITH THESE PEOPLE!

This company is totally fraud..what they do about sending you a disconnection notice whn you make some payments,before you know they will send another one you don't have enough money for weekends,when you make another payment you will get another text or email they already sent the disconnection notice so you will have to pay the reconnection fee which is $10so you will have your power back.guess what they take 2-4 hours to reconnect not like other companies. Not advice anyone to be in this company.

I signed up online but service was never transferred. I believe they might have left me a voicemail but I couldn't understand what the gal was saying and thought if it was important, they'd call back....nope. I signed up with Champion Energy and they've been a dream!

DO NOT SIGN UP with this company. They sell you on their low rate per KWH, but fail to mention the TDSP usage charges from Centerpoint Energy. When I contacted them, I could not get a straight answer from any of these people. I was charged 156 dollars for electricity and 130 dollars from Centerpoint TDSP charges. STAY AWAY!

El lunes 07/17/2017alrededor de la una de la tarde me pusieron la electrisidas ya para las 6 de la tarde del 07/172017 me mandaron un mensaje por texto a mi cell diciendo que avia gastado 39 k de electrisidad es en un lapso de 5 horas. El martes 07/18/2017 alas 6 de la tarde me mandaron otro mensaje disiendo que gaste 39 k por ese dia. El miercoles 07/18/2017 me mandaron un mensaje disiendo que avia gastado 42 k por ese dia. Les llame al servicio al cliente esplicandoles que nadie vive en ese domicilio todavia que no ahy ningun aparato electrico y que la casa esta vacia y que mi calentador de agua es de gas y mi estufa es de gas y que lo que me estan cobrando esta fuera de lo que marca mi medidor ya que mi medidor marca solo 1 k por esos tres dias de servicio y les comente que es imposible que ahiga una diferencia ta desproporcional y me disen que estava mal el medidor que es lo que ellos resivieron como lectura y llame ala oficina neutral y me comentan que a ellos solo les marca 1 k de consumo por esos dias ya able con varias personas de servicio al cliente pero puras mentiras disen y uno de ellos me aconsejo que fuera ala oficina de frontier utilities y que llevara las fotos que le tome al medidor y si lo hise fui ala direccion que me dio y cual fue la sorpresa que no avia ni una oficina solo era una direccion donde resiven la correspondencia y les llame de nuevo y ya cachados en la mentira me disen que ellos no savian es por esta y mas mentiras que digo esta empresa es un fraude y unos rateros que me an robado el el consumo de energia este tipo de compania no deveria de estar dando ni un cervicio ya que solo roba y si les puedo desir que una mentira tras otra. No recomiendo a frotier utilities a nadie.

Contrate el cervicio con frontier utilities y el primer dia en un espacio de 5 horas me mandaron un mensanje disiendo que gaste 39 k el martes llame y un travajador de servicio al cliente me dijo que por ser el primer dia me estavan cobrando vasado en lo que enesa area estavan gastando las otras casas pero que para el martes ya iva a resivir los mensajes con lo que realmente estava consumiendo despues el martes resivi otro mensaje disiendo que gaste 39 k y bolvi a llamarlos el miercoles y me dijieron que era lo que su sistema estava leyendo y que ellos no podian aser nada. Entonses llame a otra compania y me dijo esactamente lo que mi medidor avia gastado durante esos dias y aun asi quisieron entender uno de ellos me dijo que fuera ala oficina y tomara un numero para poder ablar con un representante de mas jerarquia y me dio la direccion y fui y cual fue la sorpresa que no avia ni una oficina y que solo era donde les llega la correspondencia y asi cada empleado con quienes able puras mentiras desian ya el ultimo se quiso poner muy prepotente tratando de intimidar. Y como alguien va a pagar 39ksi el medidor solo marca 1 k como alguien va a pagar si la casa esta vacia y no hay ningun aparato que consuma electricidad como me cobran 39 k . y hoy me dijieron que hoy 07/19/2017 ya iva a resivir un mensaje con la cantida esacta y vasado en el medidor de lo que avia usado y cual fue la cosa que me mandaron uno disiendo que avia gastado 42 k. Cuando la casa sigue sin ocupar y sin ningun mueble ni un solp aparato electrico esta cpmpania es un fraude y no entiendo como a una empresa tan ratera y con un cerviciop al cliente que solo engana al cliente puede seguir operando . no recomiendo a esta compania a nadie no son honestos y solo disen mentiras.

I give frontier a zero star rating prices are great but with that their services are horrible, customer service? There is no service, only time I ever can get a hold of them is when they disconnect my power. I myself work 16 to 17 hours a day always out of town for work their suppose to email me my bill but never got a email once just paid a 231.11 bill and their still charging trying to charge me another 285.00 because I've had no service with them in two months called customer service they told me my power would be on in 2 to 4 hours but still no power talked to a supervisor and he told me to call back tomorrow because my account was suspended but yet they still took my money and said my power would be on but again it's not, so pretty much they've stolen my money or robbed me whichever way you wanna see it as, so no I would not recommend this power company to anyone, be smart on who you give your account number to because you'll get scammed just like I did

Very bad customer service and they are big liers.
Not helping the customers, they not accepted to move my due payment for three days, till receive paycheck.
How we can complain about them?

I selected Frontier utilities because they had one of the lowest rates in the Dallas area. I had a lot of problems with their billing and their customer service was terrible. They would not send me the bill and then say they did and charge me a late fee. One bill as well as the warnings came in after they had already cut off my power. I called and paid the late fee to get my power turned back on. I asked the representative if there will be any charges for turning my power on and he said no. I then had a $50 charge for them turning my power off and on my next bill. Luckily this was the last month under my contract so I changed providers. They ended up charging me 12.7 cents per kWh on my last bill out of contract. My main disappointment was their customer service/billing. I would not recommend the energy provider to anyone.

I have been with Frontier for over 2 years. My rate with up to .14KW and when Harvey hit Houston they did not extend the payment. The guy on the phone was rude and told me that I got my bill in August which it was due Aug 30 and he said I should have paid it before the Hurricane. I will be moving to another company.

My contract with them expires in August. I switched providers and when I got my last bill there was a cancellation fee of 150. I called and they said I had renewed the contract which I didn't online and that they would not wave the cancellation fee since they had no proof it was an error. Payed all my bills with them had good relationship but in the end they wouldn't help. Not everyone has extra money for bogus fees.

I am on their "prepaid plan" which was suggested by one of their reps. The deal was great but then I notice I was using more money to keep my lights on but literally wasn't at home . I work 6 days and my off day I sleep. After getting my invoice in an email; I spent over 209 dollars for an apartment. When asked about a cheaper rate with using more than 500kWh( which is apt usage) I was not given the correct information. I'm looking for something better and would never recommend this company to a soul. I will be reporting to the BBB.

Ten dollar disconnect fee with the necessitation of maintaining at least a ten dollar balance. None of this clearly spelled out to you in any manner except for a pdf file buried deep in their site.

I was suckered in by their deceptive promotion of 6.3, but had know clue that they have a base price of $125. If that price would've been put up front I probably wouldn't have chosen this company. It's probably a great deal for families, but for a single person that uses less than 1000kWh it's a rip off.

We have auto debit on file as a form of payment; our debit card got stolen so a new one was given to us. Unfortunately we forgot to update the card on file with Frontier Utilities, they never called or emailed to let us know are payment was late. We got home tonight to no electricity. A payment has been made about 3 year ago and our service still hasn't been turned on. Their customer service line doesn't work after 6pm and the emergency phone number they have on the website doesn't work. You get what you pay for.

If you're looking for a electric company, please bypass this one. I've been charged a late fee and disconnect fee for being one day late. My Bill due date was on the 20th and I paid on the 21st. Again, if you're reading this don't waste your time with this company.

When i first signed up with frontier for my area i was told Id be paying 10 cent per kWh for pay as you go. My first invoice shows this. Now things are totally different. I called to ask how much were they charging me. The person on the phone said that she did not know, put me on hold for 6 mins, returned and told me Im not sure, its not accurate, about an estimate of 22 cent per kwh i cut her off immediately. I am looking to change companies. I am sick of frontier. And all their customer service reps are hard to understand. Their accents are too strong and they are rude. I asked the lady about a cheaper plan, she start telling me about a deposit of $50. I told her were not talking money until i know WHAT YOU ARE CHARGING! I want info about cheaper plans and Ill decide if i want it! I am adding money to my account about 6 to 7 times a month and barely home! When i am home and using all my lights they send a msg saying i used about 25 cent. When Im not home they send a text saying a used $1.90??!?! I was gone for a month due to Hurricane Harvey, i shut off and unplugged everything except the fridge.... daily usage was terrible! Its as if we were here all day. Sad. I hate this company. Not my first encounter with them. I had them 2 years prior at a different place, put money on my lights that usually last us two weeks... went to the hospital to have my baby, returned home 4 days later and our lights were off. After this switch Im never coming back to them. Glad i never referred anyone. Id lose friends over this horrible deal.

I was from the start on a discount for disabled person sent proof and they said they dont care and didnt give it to me. when I signed up I had the discount and the took it off before the first bill the only reason I signed up for them

I had auto pay set up with Frontier. Well... it did not work. I arrived back in town from work after several months to find out that my electricity had been cut off that day (Two days before Thanks Giving). Took me +- 24 hours to have Frontier turn in back on. All the while they were blaming the reconnect delay issue on Oncore. I called Oncore multiple times and was advised that they did not have a re-connect order from Frontier. Frontier is a sorry excuse for a company. I was happy to pay the $200 early termination fee to get away from Frontier.

Once I realized that my bill was never decreasing even when there was a significant decrease in usage (during fall season when my bill would always decrease with ALL the other electricity companies that I've used in the past since I cut the air off most of the day) I called to see if I could change plans. I was told that I could and waited to be transferred to the department that could handle it. On the first day I was on hold for almost an hour. The second time I called I was on hold for another hour and when I finally got through I was told that I would not be able to change plans. If that information would have been give to me then I wouldn't have wasted two hours of my time waited on the phone. Once my contract is up, I will be switching to another companies whose bill actually matches the usage!

A few months ago a gentleman dressed in a comed outfit came to my apartment (which is locked to get into the units) and told me some information that comed was switching over to a "greener" electricity plan. Confused on the whole situation because of how poorly it was explained to me, he got me on the phone with someone to confirm my choice to switch. When on the phone with someone at his office I politely declined any changes in service and seemed to have no issue. A month later i received in the mail the confirmation that I wad switching to frontier utilities (a company I've never heard of or heard the name in my encounter with the solicitor) and I immediatly called to rectify the issue. The gentleman on the phone from frontier was very polite apologized and put me on hold while he made sure i would still be serviced by comed. I called back to comed days later and they informed me there was no switch over and they did not get contacted by frontier utilities to clear up the miscommunication. I then called frontier utilities again and was informed that my cancellation was denied and would not be allowed to switch back to comed. Now im here calling both companies trying to get to the bottom of a situation i never asked for or approved of and scared about my power being turned off after being scammed into switching to a company i did not agree to. This company would have potentially gotten my buisness if it was done in an appropriate manner but after being tricked and lied to im extremely disappointed and urge no one use the service of a company using trickery and what I would believe illegal tactics to switch customers over.

Accidentally selected wrong plan but did not receive a bill in the mail until 2 months in to realize this mistake. Tried calling and they told em that you cannot change plans with them so it would cost me $200 to cancel. Ridiculous. No help at all provided by customer support.

It upsets me to have to write a bad review on this company, as in the past, I would've had nothing but great things to say about them. After being with them the first year, I was more than happy, until it was time to renew my contract. The agent that I spoke with have me some insight on a plan he thought would save me money & recommended I choose said plan. I specifically asked him if I were not satisfied with the new plan, could I switch back to my original one, he told me YES!!!! Fast forward to my next bill....IT WAS ALMOST TRIPLE WHAT I HAD EVER PAID FOR ANY OF MY BILLS, YES, TRIPLED!!! I immediately contacted customer care, as I thought my bill had an incorrect amount due. I was advised to contact Centerpoint to have them come and re-read my meter, I did just that. Upon contacting customer care again, to see if my meter was re-read & what the outcome was, I was treated as though I was a customer who had not paid her bill, in full, every month previously!!! I was also given the run around by one of their supervisors, who refused to assist me by telling me "he didn't know anything", but he's a supervisor, right? I asked if there was someone else I could speak with & he told me..." he didn't know". I then let him know that my bill was due, but I had reservations about paying it until my meter had been read by Centerpoint. He then told me that I had a 9 day grace period to pay without penalty, that worked for me since Centerpoint informed me that my meter would be read within 13 days, that 9 days would have ensured I had time to receive the outcome from Centerpoint without penalty. I go to view my bill, because at this point I was just ready to pay, I didn't want to chance my lights getting disconnected or to be given a late fee and low and behold, my bill is $20 more than it was a few days ago!!!!! This is ridiculous. I pride myself on being a good customer and to be treated this way is less than professional. Your agents and supervisors give wrong information & don't know a great customer when they see one!!!! I honestly wish this hadn't happened this way, I thought I found a company worth being with.

They left over 50 of my residents without electricity for over three hours in the freezing cold weather and all we received was a simply apology. Horrific service and their mistakes cause physical and emotional harm.

Brother in law got the worst service cause they don't know what their doing he's been waiting for two days for his electricity to turn on and nothing yet has happened they don't keep their word that's sad

Every month there's a different due date. If you think you're gonna to pay on last month's due date you'll be late. If you pay early they change it to the date that you paid. Worst utility company I have ever been with. I regret ever signing up with these guys.

I have been a frontier pay as you go customer for 13 months. I was happy with frontier initially, but then I noticed that my daily usage increased during months when I was not using my AC or heat. That doesnt make any sense! I would check my account and it would say I had 20 or more days of power left and then all the sudden they would text a disconnection warning. Something fishy is definitely going on. If I wasnt moving out of the country Id definitely be looking into this further.

I was a customer with this company for last 5 yrs. when it was time for my renewal, I called the CS and asked for better rates, so they offered me a plan saying there is no fees or additional charges or no minimal charges. I accepted because rates were very competitive. Only after I got my first bill I understood that they cheated me to get a plan which had TDCU charges separate from energy charges, that means, I have to pay more than double what I was told my plan charges will be. for example, i thought I agreed for 11.4c per kwh but I have to pay 24.37c per kwh because TDCU charges and taxes are billed separately on the same bill.