Cirro Energy

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 19 historical complaints about Cirro Energy, published between 2008 and 2012. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Delivery Charge Three to Four Times Energy Charge Every MonthPublished Dec 11, 2012 · Historical consumer allegation
• Required $300 Deposit After Paying Balance to Transfer ServicePublished Jun 22, 2012 · Historical consumer allegation
• Power Shut Off After Autopay Payments Failed Without NotificationPublished Dec 27, 2011 · Historical consumer allegation
• Deposit Refund of $296 Not Received After Check Sent to Wrong AddressPublished Sep 12, 2011 · Historical consumer allegation
• Power Disconnected While on Vacation Before Notice Period EndedPublished Aug 1, 2011 · Historical consumer allegation
• Billed for Service I Never Agreed To and Sent to CollectionsPublished Feb 8, 2011 · Historical consumer allegation
• Charged Extra Bill of $313 After Asking About Contract ExpirationPublished Dec 6, 2010 · Historical consumer allegation
• Power Shut Off a Day Before Bill Due Despite Payment MadePublished May 26, 2010 · Historical consumer allegation
• Power Cut Off Despite Auto Pay Update and Refused to Admit MistakePublished Mar 29, 2010 · Historical consumer allegation
• Rate Rose 2.5 Times After Contract Expired and Adjustment RefusedPublished Jun 5, 2009 · Historical consumer allegation
• Rates More Than Doubled and Promise to Renew Contract BrokenPublished Mar 6, 2009 · Historical consumer allegation
• Rates Doubled, Estimated Bill After Hurricane Ike and DisconnectionPublished Jan 24, 2009 · Historical consumer allegation
• Billed Above Quoted Rate and Told Variable Rate Could Only Go UpPublished Sep 24, 2008 · Historical consumer allegation
• Account Disconnected After Website Failed to Save New AddressPublished Aug 14, 2008 · Historical consumer allegation
• Rates Raised From 12.34 to 28.22 After Contract Ended Without NoticePublished Jul 28, 2008 · Historical consumer allegation
• Rate Nearly Doubled in One Month Without Contact About ChangesPublished Jul 24, 2008 · Historical consumer allegation
• Rate Per KWH More Than Doubled Without Prior NoticePublished Jun 30, 2008 · Historical consumer allegation
• Bill Rose Over 50% and Rep Said Nothing Could Be DonePublished Jun 23, 2008 · Historical consumer allegation
• Contract Expired and Rates Nearly Doubled Without NoticePublished Jun 19, 2008 · Historical consumer allegation

Complaint Themes

Each tag reflects a complaint's single primary theme (not every angle it raised), and complaints outside any problem theme — a positive report, or one later retracted by its author — aren't tagged. Counts may total less than the full complaint count above.

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts & Login

• Cirro Energy official website: https://www.cirroenergy.com/
• Residential customer care, TX (daily 7 a.m.-10 p.m. CT): 1-800-692-4776 5 complaints mention this number
• Small business customer care, TX (Mon-Fri 8:30-5:30 CT): 1-844-226-2314
• Sales line shown on website: 1-844-358-3133
• Customer service email (printed on Electricity Facts Label): [email protected]
• Privacy requests: [email protected]
• My Cirro account login: https://my.cirroenergy.com/my/login/
• Identity-theft dispute documents fax: 1-877-619-0161

Locations

Cirro Energy customers: contact, renewal, fees, payment help and where to complain (checked October 11, 2026)

Cirro Energy is a Texas retail electricity provider: it sells you the electricity, while your local wires company (the TDSP, such as Oncor, CenterPoint, AEP Texas or Texas-New Mexico Power) delivers it, owns the meter and handles outages. The steps below follow Cirro's own pages and the Public Utility Commission of Texas (PUCT), opened on October 11, 2026.

Who to call and what to have ready. Cirro's Contact Us page lists residential customer care at 1-800-MY-CIRRO (1-800-692-4776), daily 7 a.m. to 10 p.m. Central Time; small business at 1-844-226-2314 (Monday to Friday, 8:30 a.m. to 5:30 p.m. Central); and online chat for Texas customers Monday to Friday, 8 a.m. to 6 p.m. Central. The Electricity Facts Label (EFL) also lists [email protected] and a mailing address of PO Box 2229, Houston, TX 77252-2229. Keep your EFL, Terms of Service and Your Rights as a Customer documents, recent bills and the dates and names of any calls.

Check the price and the fee terms before a renewal or an early exit. Each plan has its own EFL. As an example, the Smart Simple 24 EFL for the Texas-New Mexico Power area, dated September 13, 2026, shows a fixed rate, a 24-month term and a termination fee of $200 that 'applies through the end of the contract term', which 'does not apply if the customer moves, and provides a forwarding address and other evidence that may be requested to verify that the customer moved.' The same EFL answers 'Can my price change during the contract period?' with 'Yes': the price 'may change only to reflect actual changes in TDSP charges, changes to the Electric Reliability Council of Texas or Texas Regional Entity administrative fees charged to loads, or changes resulting from federal, state or local laws or regulatory actions that impose new or modified fees or costs on us that are beyond our control', and TDSP delivery charges are passed through 'as billed from TSDP without mark-up' (the EFL's spelling). For fees not included in the average price, the EFL does not list a disconnection notice fee and instead says to see the Terms of Service sections 'Pricing and Billing, Payment and Payment Arrangements'; the 2024 PUCT settlement agreement (see the regulator section) says the company removed references to that fee from its EFL and that affected customers are now assessed $10 rather than $20. Other plans can differ, so read the EFL for your own plan. Cirro's FAQ also describes a '90 Day Satisfaction Guarantee': you can switch to another Cirro plan within the first 90 days of a contract with no early termination fee; the page marks this with an asterisk and the footnote was not separately opened.

Renewals. Cirro's renewal FAQ says: 'Typically, your renewal plan will take effect the next billing cycle after your current contract has expired.' It also says: 'If you have an account manager, you will receive a call and/or email when you are nearing the time of your contract expiration. If you do not have an account manager, you will receive a notice from us alerting you of the action that needs to be taken. Notices will come via the USPS mail as well as email.' It adds that your contract expiration date is on your statements and in your My Cirro account, and that you can renew by calling 1.800.692.4776, following the links in an email notice or visiting CirroEnergy.com/Renew to check eligibility for a new Cirro plan. Several posts in this site's archive concern a higher rate after a contract ended, so note your expiration date and compare plans before it.

Paying, payment help and deposits. Cirro's billing page lists online payment, phone payment, pay-in-person locations (CheckFreePay, Barri Financial Group, Fidelity Express; the page says to expect a nominal processing fee) and mail payments to P.O. Box 660004, Dallas, TX 75266-0004. Its FAQ says it offers 'multiple types of payment programs' and points to 1-800-MY-CIRRO; it also offers Auto Pay and Average Billing. A refundable deposit may be required at sign-up, according to its new-customer FAQ.

Outages and disconnection. Cirro says to report a power outage to your TDSP, not to Cirro. If your service has been or may be disconnected, ask Cirro in writing for the reason and the date of the notice and ask about payment arrangements; PUCT's complaint page lists the formal route below. Cirro's general FAQ also says certain customers 'may be eligible to apply for' designations such as Critical Care Residential Customer and Chronic Condition Residential Customer, based on a person in the home who has been diagnosed by a physician as dependent on an electric-powered medical device or as having a serious medical condition; ask Cirro or your TDSP how to apply.

If Cirro does not resolve it. The PUCT says to contact your provider first and, if you cannot resolve it, file a complaint with its Office of Consumer Assistance: 1-888-782-8477 (Austin 512-936-7120), [email protected], or P.O. Box 13326, Austin, TX 78711-3326. PUCT describes the process this way: a specialist reviews the complaint and sends it to the utility; 'the utility has 15 days to respond'; and the complaint is then reviewed by PUCT's enforcement division 'to determine if further action is warranted.' BBB also accepts complaints about Cirro, but a BBB complaint is a separate process from a PUCT complaint.

Identity theft or an account you did not open. Cirro's identity-theft page lists these steps: contact 1-800-MY-CIRRO, complete a notarized ID Theft Affidavit, file a police report, and send two types of utility bills or formal correspondence in your name, the affidavit, the police report and a government photo ID by email ([email protected]), fax (1-877-619-0161) or mail (Cirro Energy, Attn: Fraud, P.O. Box 3188, Houston, TX 77253-3188).

Public Utility Commission of Texas orders involving U.S. Retailers, LLC (Cirro Energy)

PUCT Docket No. 56637 (order filed October 24, 2024). The order approves a settlement between PUCT Commission Staff and US Retailers, LLC concerning PURA sections 17.004 and 39.101 and 16 Texas Administrative Code section 25.475(c)(1). It found that from September 1, 2021 through August 31, 2023 US Retailers 'engaged in unfair or misleading practices on 109,973 occasions when it assessed a higher disconnection notice fee than the disconnection notice fee listed on the customer's EFL': the EFL said $10, the Terms of Service said $20, and $20 was charged, a total overbilling of $1,703,080 in the order's account. The settlement agreement states that the fee was assessed on 43,227 customers.

Remedy: an administrative penalty of $255,462, refunds of $1,592,565 to affected current customers (completed on January 11, 2024) and a donation of $110,515 to bill payment assistance agencies for former customers who could not be located. The agreement says US Retailers corrected the discrepancy and removed the disconnection notice fee from its EFL; the order records that US Retailers 'cooperated with Commission Staff's investigation' and 'acknowledges the bases for the violations detailed in this Order', and that Staff records did not show a history of investigations involving similar violations. US Retailers filed an affidavit of payment on November 4, 2024.

PUCT Docket No. 46597 (final order December 16, 2016). A settlement with Staff covering four retail electric providers, Reliant Energy Retail Services, Everything Energy, Green Mountain Energy Company and U.S. Retailers, about how long they waited to ask the utility to remove a 'switch-hold' after a customer finished a deferred payment plan. The order says the companies 'collectively' agreed to an administrative penalty of $900,000 (no split by company is stated; paragraph 27 of the agreement says each of the companies 'is jointly and severally liable for any obligations regarding payment of a penalty or contribution to a payment assistance fund') and an additional $600,000 for bill payment assistance programs. The companies asserted that the rules set no specific time frame and that the waiting periods were a safeguard against dishonored payments; Staff asserted that the companies applied a blanket five- or ten-day wait. The order records that the companies warranted they had eliminated the waiting period and process a switch-hold the same day payment posts.

The Commission's orders in both dockets state that they do not signify approval of any principle underlying the agreement and are not precedent. Both are settlements approved by the Commission, not litigated judgments. The sources checked on October 11, 2026 did not include a PUCT order against Cirro dated after October 2024; PUCT's own docket search pages were not fully reachable from this browser, so this section is limited to the two dockets opened.

Who operates Cirro Energy and who owns it

Operator and ownership. Cirro Energy is the trade name of U.S. Retailers, LLC, a Delaware limited liability company registered with the Texas Secretary of State and registered with PUCT as an Option 1 retail electric provider, certificate number 10177 (PUCT Docket 56637 order). U.S. Retailers registered 'Cirro Energy' as an assumed name on May 21, 2014 and May 20, 2024. The cirroenergy.com website footer reads '(c)2026 Cirro Group, Inc.' with 'PUCT Certificate #10177', while the footer of Cirro's plan-shop site (shop.cirroenergy.com) reads '© 2026 US Retailers LLC. All rights reserved. PUCT Certificate No. 10177.' The website Terms and Conditions name both U.S. Retailers, LLC and Cirro Group, Inc.; the sources checked do not explain how those two entities relate.

Ownership history. On August 13, 2008, news wire RTTNews reported that Dominion Retail, a unit of Dominion, agreed to acquire Cirro Energy, then headquartered in Richardson, Texas, with closing expected by the end of the third quarter. On April 1, 2014, NRG Energy announced it had completed its purchase of the competitive retail electricity business of Dominion Resources for $165 million, 'enhancing its leading position in Texas by adding the Cirro Energy franchise'. NRG's Form 10-Q for the first quarter of 2014 dates the acquisition March 31, 2014 and lists Cirro Energy among NRG's retail brands. A 2023 industry report says Cirro Energy and Discount Power 'are trade names of U.S. Retailers, LLC, which is owned by NRG'; the Cirro privacy notice (last modified January 5, 2026) points to www.nrg.com for its affiliates and lists NRG Tower, 1301 McKinney Street, Houston, as the contact address. PUCT's filing index for Docket 46597 (the 2016 settlement below) lists two affidavits filed by 'NRG ENERGY INC' on December 27, 2016 and January 3, 2017. NRG's 2025 Form 10-K does not name Cirro Energy; it lists NRG, Reliant, Direct Energy, Green Mountain Energy and Vivint as its brand names. No connection to Crius Energy or Spark Energy appeared in the sources checked.

Customer-book acquisitions. EnergyChoiceMatters reported on May 29, 2020 that U.S. Retailers, d/b/a Cirro Energy and Discount Power, had acquired the Texas retail energy business of Texans Energy, and on November 29, 2023 that NRG agreed to acquire a book of Texas customers from Value Power, with non-residential customers moving to the Cirro Energy brand and residential customers to Discount Power, keeping their contract term and rate. These are trade-press reports; the 2020 report says terms were not disclosed.

Service area and products. Cirro says it serves homes and businesses across Texas with fixed-rate electricity plans, home services including Vivint smart-home offers, Auto Pay, Average Billing and a mobile app. Its Pennsylvania contact section says 'Cirro Energy is a trade name of Independence Energy Group LLC' there (license A-2011-2262337); this page covers the Texas operation of U.S. Retailers, LLC.

Complaint record: BBB, Trustpilot, ComplaintsBoard and this site's archive

As displayed on October 11, 2026. BBB shows a profile for Cirro Energy, Plano, TX with an A+ rating, 'NOT BBB Accredited', 60 total complaints in the last 3 years and 11 filed in the last 12 months, and customer reviews averaging 1.42 out of 5 from 19 reviews. Trustpilot's page is unclaimed with 2 reviews (3.4), and Trustpilot says the company has not invited its customers to review. ComplaintsBoard lists 20 complaints (2.4 reputation figure, 0 reviews), the newest dated July 2023. These are different platforms measuring different things and are not added together. BBB's letter grade is BBB's own rating.

This site's own archive. usacomplaints.com holds 19 approved posts that name Cirro Energy as the subject, written between June 2008 and December 2012, plus one more that names both Oncor and Cirro Energy and is mostly about a meter dispute. Posts are individual allegations by the authors, which this site has not verified, and most of them predate NRG's 2014 ownership. Counted by keyword in those 19 posts: about 7 describe a higher rate or doubled bill, about 10 say the writer was not notified of a change or renewal, about 8 mention shut-off or disconnection, about 5 name a delivery (TDSP) charge, about 4 mention a deposit or refund, and about 3 mention Auto Pay or a late fee. The categories overlap and are not Cirro's classification.

Reading the record. Posts from 2008 to 2012 concern the brand under earlier ownership; the sources checked do not show which legal entity billed in each period. The PUCT orders above and Cirro's own EFL and renewal pages are the better guide to current practice. For the company's side: its renewal FAQ describes contract-expiration notices by mail and email, and the 2024 PUCT agreement records that the fee discrepancy was corrected and refunded.

Court and Attorney General record

Court cases. No consumer class action, Texas Attorney General action or federal agency action naming Cirro Energy or U.S. Retailers, LLC was identified in the sources checked on October 11, 2026 (web searches and a Justia Dockets party search for 'Cirro Energy'). That search returned one federal docket naming 'Cirro Energy Services, Inc.' as a party (Starns v. Cirro Energy Services, Inc. et al., S.D. Tex. 4:2018cv04679, filed December 12, 2018, coded as a Fair Credit Reporting Act case with credit bureaus listed as defendants). The filings were not opened and this page does not tie that party to U.S. Retailers, LLC.

The two PUCT settlements are described in the regulator section; both are agency proceedings, listed below because they have docket numbers and outcomes. Cirro's website Terms and Conditions of Use, which govern use of the website rather than electricity service, select Texas law and say 'The courts sitting in the state of Texas, federal and state shall have exclusive jurisdiction over any dispute arising hereunder.' The terms of service for electricity service were not opened on October 11, 2026 (the Cirro website pages checked link only the website Terms of use and the Privacy Notice), so this page does not state whether those contracts contain an arbitration clause.

Is Cirro Energy Legitimate?

Cirro Energy is the trade name of U.S. Retailers, LLC, registered with the Texas Secretary of State and certificated by PUCT as retail electric provider number 10177 according to a PUCT order (Docket 56637); Cirro prints the same certificate number on its website footer and Electricity Facts Labels. It is owned by NRG Energy, according to a 2023 industry report and NRG's 2014 acquisition filings; Cirro's January 2026 privacy notice points to www.nrg.com for its affiliates. BBB shows an A+ rating with 60 complaints in three years and an average of 1.42 from 19 customer reviews; the company is not BBB accredited. The record includes two PUCT settlements with administrative penalties, the second in 2024 for charging a disconnection notice fee ($20) higher than the fee on the Electricity Facts Label ($10), with refunds completed in January 2024. Readers weighing a contract can read the plan's EFL, which sets out the price and termination fee. This page does not rate or rank the company.

Court & Public Records

Related Complaints

Names this company in a role other than the primary subject — not necessarily current or complete.

• Also named in this complaint: High Electric Usage and Billing Mismatch After New Meter Install

Company Relationships

• Owned by: NRG Energy, Inc.
• Affiliated with: Discount Power

Frequently Asked Questions