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Nine Star Connect

1.0 (1 review)
Closed • 7:30 am - 5:00 pm

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10 months ago

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Citizens Energy Group

Citizens Energy Group

(35 reviews)

Ran into something of a "sh**storm" (ha) over the summer. It wasn't entirely Citizens' fault, but I…read morewas not impressed with the part they handled. I had the same shut-off issue as several other people did. I bought a house in April. In my last place, I wasn't responsible for the gas bill. So the last address they had for my name was the house I rented before that one. I moved out of there in 2014. I called Citizens to tell them I had bought a house and wanted service turned on at that address. I mentioned that it would be my mailing address, and also - I thought - got auto-pay reactivated. Everything was chaotic for a few months and I didn't notice that the bill hadn't been paid. (That part's on me... but given the call I'd placed to them, and the chaos of moving, it's understandable.) So when my water was shut off in August, I was shocked. I called Citizens, where I learned that they had been mailing me bills and disconnect notices... to the house I moved from in 2014. And they were being returned by the postal service. But no one at Citizens bothered to forward the returned bills to my new address, even though it was right there in the account, and I'd even told them that was my mailing address. Now, the rep wouldn't quite admit that was the case - she probably isn't allowed to - but she didn't deny it either. Because of that, I told her I should not be charged any reconnect fees and whatever else they want you to pay when they cut off your water. Thankfully, she saw my point and removed those charges. If something like this happens to you, ask to have reconnect fees waived. But... due to their own delays, my previously-planned travel, and a holiday weekend, it took a week to get the water back on. The first time someone came out (in the middle of the day when I was at work) they wouldn't turn it on. They left a note claiming there might be an issue with my water valve or something. This was right before Labor Day weekend. I called, telling them I was going on a 4-day trip in 2 days and I'd like a tech to come back that evening or the next day, so they could come inside and see that there wasn't a valve problem, and then restore my water. No can do, they said! I realized I'd have to wait until I returned from my trip before I could get my water back. I got back on Sunday but had to stay with family until Tuesday afternoon, when a tech was finally able to visit. I had to take the afternoon off from work, too. I'd asked if someone could come in the evening, but for whatever reason, their answer was no. When the technician came to my house and checked on the valve in person, everything was fine, so my access was finally restored. I get why they couldn't turn it on if they thought there was a valve problem, but everything else was ridiculous. Normally I'm a very flexible, patient, go-with-the-flow person when things don't work, but this really tested it. It's a good thing I had other options for showering. And I could fill up a few reusable bottles each day at work. But I still had to drink bottled water AND give bottled water to my dogs, which isn't cheap. Moreover, I couldn't even wash my hands or flush my toilet. And it was hot and sweaty August. So between the delays from Citizens (~3 days), my own travel, and the holiday, that toilet sat unflushed for a week. Took a while to clear that smell... Everyone I have spoken to there, at least, has been polite and listens well. No one blamed me for the problem either. And I've never been put on hold for long. And the website seems to work. I'll give them another star for that. But good luck, fellow Indy residents.

Need gas hooked up at my house. Tech called to say he'd be there in 10 minutes. I set a timer and…read moremade sure I was available to answer the door in 10 minutes. Came downstairs to the Citizens truck parked in front of my house, tech just sitting on his phone. No call, no text, no knock. I opened the front door. Waved around a bit. Went back into my house. Tech sat in front of my house for 15 minutes. Made no attempt to contact me. Then left and canceled my order. Was I supposed to throw rocks at his van? Contract a messenger hawk? Called Citizens and they said I'm SOL, will have to reschedule. Guess it's another week of microwave dinners. If there were any other provider available, I'd go to them in a heartbeat.

Nine Star Connect - electricitysuppliers - Updated May 2026

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