XOOM Energy Customer Reviews

The best review categories for XOOM Energy are their plans and pricing, with an average of 2.2 stars, and the order experience, with an average of 1.9 stars.

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Plans & Pricing

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Georgia Gas Savings's Bronze Tier providers are solid retail natural gas providers that have a lot to offer customers. These companies represent good options for discerning shoppers and have lots to offer customers. There are plenty of good companies offering good plans that can fit what consumers are looking for in their company.

Most Recent 2 Star Reviews

12 Customer Reviews Written Overall

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Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

The worst company to do business with!

Ive had Xoom Natural gas for 6 months, no problem. Then I moved to another town, I asked them to switch it over to my new address, they never did! Their online service is terrible, its hard to log in, it wont accept your password, so I had to call costumer service to help me, they told me I could not get service at my new location because I never gave them $150.00 deposit for their service. I have never heard of such a thing. They didnt ask for that when I first got natural gas from them at my previous address, now they want $150.00 deposit? Sounds like a scam to me. Im going to contact the BBB about this. Well see if I get the natural gas that I ordered from Xoom. Customer service is nice but they dont know the answers to the questions I ask. Do not use this company, terrible service!

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Likely to recommend

— Edie from Calhoun, GA on November 2nd, 2022

No detailed bill and payment posted 10 days after receipt

New customer here and not very impressed. Their prices may be competitive, but is it worth the hassle of going back 20 years in how you pay bills?

1. Detailed bills are ONLY available if you have a paper copy mailed to you. You can see the balance in an email that they will send or on their payment portal but not a detailed bill.

2. My first payment was sent by the bank as an check (apparently Xoom can't receive a e-payment) and arrived prior to the due date, but it was not posted until 10 days after the due date and marked late. I was informed that the only way to ensure that payment is marked as received on time is to call, make a payment on their portal, or set up auto pay. I only use auto pay with trusted companies and Xoom had not earned my trust.

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Likely to recommend

— New Customer from Marietta, GA on October 3rd, 2022

Billing issues

Every month the billing department receives my check and deposits it but doesnt credit my account for weeks later.
I receive disconnect letters even though I call customer service and email them copies of my cancelled checks.
I have requested a call from the billing department numerous times only to be told they dont return calls.

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Likely to recommend

— RC from Marietta, GA on June 3rd, 2022

Not really a deal at all

I used Infinite Energy until they were bought out. My rate with IE was $0.549 and my rate with Xoom Energy was $0.399. Yet my monthly bills arrived $20-40 more expensive than the corresponding month from IE despite having a lower rate. There must have been some added fees in there. I'm not sure, because the bill is very difficult to understand and the website is awful. I do not recommend Xoom.

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Likely to recommend

— DMcW from Marietta, GA on May 5th, 2022

Lost payment

I was approved for LIHEAP this winter, the check ($1000) was sent on 12/13/21 deposited on 1/14/2022 and never credited to my account.A copy of the processed check was emailed to the address they provided but when my casemanagercalled they said it was the wrong one. He has gotten nothing but a runaround after several calls, they can't find the check record in their system, or the acccount even though the previous bills have all been paid. So there is a large sum of money they can not find that came from a federal source, I do not understand why the finance deptartment cannot track it.

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Likely to recommend

— Stolen Funds from Stone Mountain, GA on April 21st, 2022

Offered 50 dollar reward card-never sent it

Offered a 50 dollar reward after 2 mos of paid service. We called customer service twice and promised it twice as an Amazon card. Never received. After multiple tries gave up. So dont change because of any promotion from them. You will not get it.

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Likely to recommend

— Promotion Gift Card Never Received! from Augusta, GA on October 30th, 2021

I should have listened to the negative reviews

I am a new customer to Xoom. I contacted the company about my first bill I received that was for only 2 service days. Starting 9/1 ending 9/3. They charged me the full AGL base passthrough fee of $28 dollars for only 2 service days. When I inquired why my first bill would only be for 2 days or why they could not prorate/credit my bill they said Sorry. Our system automatically starts new service dates on 1st of each month. Okay no problem, but if they know new service starts on the first why would they have their billing system setup to end statements on the 3rd of each month? This means each new customer gets charged the full AGL passthrough fee for only an initial 2 day service period. Seems like a scam and a rip off too me. They tried to tell me it all had to do with the day the meter was read. Okay fine too, but charging people a full base fee for only a 2 day service bill is unethical at best.

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Likely to recommend

— Michael from Woodstock, GA on September 14th, 2021

Nightmare when switching to Xoom!

Their system when switching is full of pitfalls and errors. I had to call 4x and finally ask to speak to a supervisor to get my service switched when the upcoming deadline was approaching before my rate with my previous provider went up dramatically. Xoom said they were having technical issues switching customers, and even though the customer service reps were friendly, I might as well have been talking to a tree because nothing ever happened to fix the problem until I escalated. Xoom jeopardized my switchover and potentially was about to cost me major amounts of money. Its one thing to advertise lower pricing, but there must be the technical and service abilities to support customers who want to switch. Very bad experienc.

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Likely to recommend

— Mike from Atlanta, GA on August 15th, 2021

Initial rate is good then gotcha at renewal

First, their website is not very user friendly. The initial 12 month price was the lowest so I signed up at $.39 per therm. At renewal, they offered $0.34 per therm online, but informed me that was for only new customers. The lowest they could offer an existing customer with an excellent repayment history was $0.46 per therm so I moved to Infinite at $0.37 per therm.

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Likely to recommend

— Jimmy from Winston, GA on July 3rd, 2020

Incredibly bad customer service

I pay my bills on-line and always on-time. Due to a mix-up at their end, they thought I was delinquent, and mailed the disconnect notice to my home address. I was out-of-country, and my house/dog sitter did not open my mail. A e-mail would have reached me easily, but instead my service was shut off. I e-mailed proof of payments, and even sent an extra payment, so I had a credit balance. It still took two weeks to get reconnected. This was during winter, and my home had no heat and no hot water while someone tried to live there. Never again will I use Xoom!

Plans & Pricing
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Likely to recommend

— Paul Springer from Villa Rica, GA on June 8th, 2020

Most Recent 1 Star Reviews

23 Customer Reviews Written Overall

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Likely to recommend

Worst company I have ever dealt with!

Worst customer service, more fees than all others, scam!
I had to use 1 star otherwise it was an error, I tried to submit with no stars.

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Likely to recommend

— Mark from Cumming, GA on March 31st, 2023

They are thieves!

I signed up for 33thems then gas went up I conserved, went gas went down Xoom continued to raise their rates , trying to steal as much as they can from us, I am elderly, totally disabled and on a fixed income and they have no mercy or concern for their customers, only advised me to go and apply for government assistance.

Plans & Pricing
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Likely to recommend

— Veteran from Marietta, GA on February 7th, 2023

Worst Gas Co Ever!!!

I signed up for 3yrs at .56 in 2021. After one year the started raising rates all the way to 1.69. Customer service said too bad. There billing kept sending late notice even though we we Auto Pay. Took 3 mos to correct it. This company is inadequate at best. Make sure you get your plan in writing and signed.
I would suggest you use them as a last resort. GNG gave me 2yrs at .85 while xoom was charging 1.69.
BEWARE.......

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Likely to recommend

— Y.Maughon from Suwanee, GA on December 27th, 2022

Unwilling to price match their own rates. Unable to tell you valid information.

Had Xoom for a year, and they seemed... okay. Their interface for payment is kind of awful, but it mostly gets the job done, though occasionally, it doesn't process for 'some reason' and you have to go back in and try multiple times. Come the end of my term, they jumped my ONLY available rate up almost an entire dollar a therm, so I called to ask if they could price match their own current advertising. They wouldn't. I asked when I needed to cancel to let them know. "Please let us know by the 22nd of the month!" SO... I call on the 20th of the month and tell them I'm cancelling. "Oh... sorry... it's after the 19th of the month, so you'll be stuck with the month to month rate for another month because we can't cancel same month after the 19th." So this past month's bill was 4x my usual December bill, and it hasn't been an especially cold month yet. I would not go with Xoom again if they can't get their act together with valid information. Just know that they clearly are not set up to WANT your service for more than one contract. Ever.

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Likely to recommend

— Neil from Marietta, GA on December 22nd, 2022

Horrible enrollment experience

Signed up online. When checking on credit for $150 deposit, failed because of credit freeze(didnt know until I signed up with power company). According to their waiver policy, I submitted my invoices from previous company, sent email about lifting credit freeze, etc.. all I got was an email saying my credit was good but decision for deposit was made and couldnt be changed. Called 3 times . Customer service reps were polite but no help. One girl even told me that their goal was to charge everyone with deposit so my understanding is as long as they find any thing missing at any time, they will do it. Cancelled enrollment and move to another company. Experience was day and night.

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Likely to recommend

— Jing Shu from Cumming, GA on September 13th, 2022

If I could give 0 starts I would.

This is not a company I would recommend. They do not care about their customers. After my year contract ended, they said I would still be able to use the rewards earned. However, they deactivated my account, and when I called to use them. They said they could not help. I asked to speak with a supervisor and they said that I couldn't. ALL supervisors were in a meeting.

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Likely to recommend

— Sc from Smyrna, GA on September 12th, 2022

Russ

Tried to switch to Xoom. Had to pay $150 even though credit is 830 and am over 65. Xoom used the deposit for account payment instead of deposit. Got an email stating I switched to Xoom. Two months later I had to call them and was not switched, said my application was now outdated. So now gas has skyrocketed and am stuck looking for another company. Xoom are liars and should not be trusted. Even with an acct number did not get switched. Made three phone calls with no help. No one in authority cares.

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Likely to recommend

— Russ from Dawsonville, GA on August 18th, 2022

Beware of this company

So after having a meter put in I decided to go with Zoom Energy and I wish Id never spend the time and money on natural gas heater because I havent used any gas yet being summer and my bills averaging $35 $40 a month without using anything and then I paid them and they never claimed they never got the payment. Youre better off going with propane or electric and staying away from natural gas these companies that are D regulated theres no accountability and theres like 12 surcharges on every bill unbelievable Im sorry I ever invested in this.

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Likely to recommend

— Matt Senter from Ringgold, GA on June 1st, 2022

Incompetent billing

By far the worst and most incompetent utility provider I've ever dealt with. I had my first bill sent to me for 4 days worth of usage (in the summer) for 1 person and it was for $2500. Only hot water and the gas stove uses gas. Ive cooked once and took 4 showers in that time period. I spoken to multiple service reps and also had to contact their provider to get a tech out here to ensure there wasn't a gas leak which there wasn't. Their provider told me that there was an accounting issue which I let the reps know, yet whenever following up 2 different reps told me that they had a special reading done and the amount is correct! $2500 for 4 days of usage?!! How is that even rational. I told them they needed to conduct an audit. Then the next rep told me they see that they combined the reading with the last tenant and my bill should be updated in 3 days. I checked my account again and it still wasn't updated the following week so I called back and spoke to the next rep and the next the next rep said oh we did a special reading and the amount is correct. At that point I lost it and told her this is ridiculous I've spoken to so many reps and wasted so much of my time because of your companies incompetency and so finally she put me on a hold and said she sees the error and she'll be calling me back "after doing more research." This company is absolutely horrible.

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Likely to recommend

— Georgia Customer from Duluth, GA on May 24th, 2022

Terrible Customer Service

Everytime I call in, they make me answer a 100 questions about my account so I can verify my identity. Their employees are not competent. They will not fix any issues with billing for example removing a late charge when I paid it as soon as I noticed the issue.