Arbor: most-reported complaints
Automated analysis of 261 public Trustpilot reviews published 2023-01-19 to 2026-09-21. TrustScore 4.7 from 1,024 total reviews — see the Trustpilot page. Quick answer: is Arbor legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report misleading pricing, which accounts for 30% of the 70 complaints identified across 261 reviews. Overcharging is the second most common issue, cited in 17% of complaints, while support being unreachable and other concerns each make up 16%. The trend for misleading pricing remains flat, overcharging is rising, and issues regarding support are falling.
How to reach Arbor
These are the contact details Arbor publishes on its Trustpilot profile, as of our last check on 2026-09-24 — it publishes no phone number there, email [email protected], address 1606 Headway Cir STE 9756, Austin, 78754, US.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2020-04-04, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-18. We last checked this profile on 2026-09-24 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.7 → 4.7 across 12 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-17 (100%, 0.4d) · 2026-08-20 (100%, 0.4d) · 2026-08-24 (100%, 0.4d) · 2026-08-27 (100%, 0.4d) · 2026-09-03 (100%, 0.4d) · 2026-09-08 (100%, 0.4d) · 2026-09-12 (100%, 0.4d) · 2026-09-15 (100%, 0.4d) · 2026-09-18 (100%, 0.4d) · 2026-09-21 (100%, 0.4d) · 2026-09-24 (100%, 0.4d).
Severity: 37% of this company’s 70 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.7 days between the experience and publishing their negative review (76 reviews record both dates).
What their policy promises
support availability: one business day
“Once we receive your request, we’ll make sure to get back to you within one business day.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-17.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 74 negative reviews that received a public reply, the median wait was 0.9 days — the company profile reports an average of under a day.
Reply quality: of 74 company replies to negative reviews analysed, 73% engaged with the specific problem and 4% were generic templates.
Review provenance: 149 company-invited reviews in the recent window average 4.97★, while 47 organic (uninvited) reviews average 4.23★.
33% of its 179 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: misleading pricing makes up 30% of this company’s complaints vs a 14% median across 151 ranked companies in its sector.
Review velocity: 456 of this company’s 1,024 Trustpilot reviews (45%) were written in the last 12 months.
What are the most common complaints about Arbor?
Misleading pricing
21 reports · 30% of complaintssteady“change your rate without any documentation or your knowledge and your bill will DOUBLE!!!”
The company replied on 2024-01-26: “Hi Lauren, we’re glad to see we were able to support you over email and clarify your concerns. Arbor helps customers secure supply rates lower than the utility default supply rate, otherwise known as…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“I agreed to their auto-pilot feature on June 10th, expecting to save money. Instead, nothing changed.”
The company replied on 2025-07-17: “Hi Eric, we’re genuinely sorry for the experience you had. We've tried reaching you over phone without luck but are glad to assist further here. It’s clear we didn’t reach the communication standards…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“They keep confirming savings, yet I'm still paying my same national grid bill.”
The company replied on 2024-10-03: “Cherilyn, thank you for your feedback. We’re sorry to hear that your experience hasn't met your expectations, and we appreciate the opportunity to clarify. You were submitted to a lower supply rate…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Overcharging
12 reports · 17% of complaintsrising since 2025-10“switched my current rate to a rate 6.5%higher without notifying me”
The company replied on 2026-06-01: “Hi Paul, thank you for your feedback, and we're sorry this didn't match what you expected. We'd like to clarify how Arbor works and what happened on your account. Arbor is an Autopilot service. When…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“essentially costing me more money overall per month from the plan I found myself”
The company replied on 2025-09-10: “Hi Loretta, thank you for taking the time to provide feedback here and I'm happy to provide some clarity. Additionally, our team has attempted to contact you today over email and phone without…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“they continued increasing my rate to what appears to be one of their preferred providers.”
The company replied on 2026-09-18: “Hi Craig, thank you for reaching out. We're sincerely sorry for the frustration this caused. We'd like to walk through exactly what happened, because the outcome here isn't what our service is meant…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unreachable
11 reports · 16% of complaintsfalling“they don't return email addresses”
The company replied on 2023-04-22: “Hi Vince, sorry you had a bad experience. You sent us 5 emails in 45 minutes, but we still prioritize customer service responses in the order they are received. I know you wanted instant replies, and…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“This company switched me to a new electric carrier even though I didn't authorize it.”
The company replied on 2023-01-20: “Hello Heather Waters Robertson, we are sorry for your negative experience and thank you for your constructive feedback. We are always trying to improve and much of your feedback is already going to…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“I was switched from my supplier who I had a fixed term for 12 months”
The company replied on 2025-08-29: “Hi Trish, we appreciate you sharing your experience and are glad to assist in clarifying your concerns. It looks like you emailed in and tried calling around 7pm last night and our team promptly…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Other
11 reports · 16% of complaintssteady“Beyond bad! Appalling and embarrassing I'd have been sacked had I been this bad at my job.”
The company replied on 2025-12-01: “Hi Sarah - we're so sorry to hear about your experience and we appreciate you sharing your feedback with us. We've requested your information here in an effort to locate your account and review any…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“the good reviews there getting must work for the company stay away”
The company replied on 2025-11-25: “Hi Jeffrey, we’re sorry to hear about your experience and appreciate you taking the time to share your feedback. While we weren’t able to locate an account or correspondence under your name, we’d…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Got a spam text from Melissa 224-204-0726 saying she found me a better rate for my electric service and that she was REQUESTING THIS NEW SUPPLIER ON MY BEHALF!”
The company replied on 2023-03-01: “Hi Lynne, we are very sorry about your negative experience. You signed up over a year ago, so it is understandable that you forgot about us. When you signed up, you activated our free Autopilot…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Hard to cancel
9 reports · 13% of complaintsfalling“essentially costing me more money overall per month from the plan I found myself”
The company replied on 2025-09-10: “Hi Loretta, thank you for taking the time to provide feedback here and I'm happy to provide some clarity. Additionally, our team has attempted to contact you today over email and phone without…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Your website will not send me a code to login”
The company replied on 2023-10-30: “Hi Felicia, we're sorry to hear of the trouble and we're happy to assist. It looks like the phone number we have on file for you is incorrect, which may be related to the trouble you have cited when…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“They switched me to an electric supplier that charges more.Than my regular distributor/supplier.”
The company replied on 2025-02-12: “Hey Ed, we appreciate your continued feedback and sincerely regret that your experience did not meet expectations. We want to clarify that our team has been actively working with you to clarify your…”
Our classifier read this reply as a deflection.
Billing errors
9 reports · 13% of complaintssteady“charged me for something I never signed up for.”
The company replied on 2024-06-25: “Hi Jvonna, thank you for your feedback and we'd be glad to address your concerns. Our records indicate you signed up on 3/1/24 through a facebook ad. During signup, you enabled Autopilot and…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“they’re double charging me they’re charging me for my electric Duke is charging me my normal electric bill”
The company replied on 2026-03-20: “Hi Shelli, We’re so sorry to hear how frustrating this experience has been. We understand how concerning it is to see your electric bills increase so significantly. We appreciate you taking the time…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I got charged by both companies and my bill was so high I almost couldn't pay it”
The company replied on 2026-01-20: “Hi Jamie, we're sorry to hear about your experience and understand how stressful it can be to receive a bill that feels unexpectedly high. We appreciate you taking the time to share your feedback and…”
Our classifier read this reply as a substantive response.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-21.