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Absolute disaster. My power was cut off without any prior warning even though I had made a payment. Spent two days without electricity in the middle of summer. When I finally got someone on the phone they admitted it was their error but took another full day to restore service. Completely unacceptable.
The online portal keeps logging me out randomly and I've lost track of how many times I've had to reset my password. I've reported this to their tech support twice and nothing has been fixed. For a company that promotes itself as tech-forward, this is really disappointing.
Worst utility company I've ever dealt with. Scheduled a technician to come out between 8am and noon. Nobody showed up. Called and was told the appointment was rescheduled without anyone notifying me. Took another week to get a new appointment. My business lost a whole day of work because of this.
Service is mediocre at best. My electric rates were raised twice in six months with only a short notice letter. The explanation given was vague and when I asked for a detailed breakdown, customer service couldn't provide one. I'm actively looking at other providers in my area.
TopRiding disconnected my service by mistake, apparently mixing up my address with a neighbor's. I understand mistakes happen but the way it was handled was awful. No apology, no urgency, and I had to wait 36 hours to have power restored. I have elderly parents living with me. This was a serious safety issue.
Their customer service is practically unreachable. I've tried calling, emailing, and using the chat feature. Average hold time on the phone is over 45 minutes. I had a simple question about my autopay setup and it took me a week to get a straight answer. Really poor support infrastructure.
The smart meter they installed has been giving wildly inconsistent readings. My bill jumped from $120 to $310 with no change in my habits or appliances. When I requested an inspection, I was told the wait time is six to eight weeks. That's just not reasonable for something this important.
Signed up for the budget billing plan to avoid big seasonal swings in my bill. Sounds great in theory but the reconciliation at the end of the year hit me with an unexpected $400 charge. I wasn't properly informed about how the reconciliation worked. They need to be much clearer upfront.