Complaints

This profile includes complaints for Carroll Electric Cooperative Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Carroll Electric Cooperative Corporation

  920 Highway 62 Spur Berryville, AR 72616-4527

• 

  Carroll Electric Cooperative Corporation

  PO Box 4000 Berryville, AR 72616-4000

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved to ***** **** 8 years ago and started using Carroll electric at that time. In 8 years I have never had my electric shut off or any returned checks. Now Carroll electric wants me to pay an extra deposit equal to my 2 highest bills. I am 100 percent disabled living on a fixed income. This extra charge will make a tight budget impossible. Carroll electric has already raised their kw rate putting strain on my budget and now this extra rate could make it impossible for me to meet my monthly obligations. This charge was also given without a previous warning. Living on a fixed income and being 100% disabled is hard enough and then an extra monthly charge will really put my finances in a bind.

  Business Response

  Date: 06/10/2025

  The 12-month credit history for *** ******* account indicates the last 12 payments have been made after the due date.
  
  One of those payments was made after the shut-off due
  date, which resulted in the account being subject to disconnection. A payment
  was made prior to the account being disconnected. 
  
  Under the Arkansas Public Service Commission General Service Rule 4.02 (Deposits from Customers), the total of
  the two highest bills during the last 12 months on an account may be collected
  as a deposit if one or more of the following conditions have been met within
  the last 12 months:
  Failure to pay a bill before the close of business
  on the shut-off date
  Two or more payments
  were returned unpaid for reasons other than a bank error
  Failure to pay a bill by the close of business on
  the due date two times in a row
  Failure to pay a bill by the close of business on
  the due date, three nonconsecutive times
  

  It is the policy of the Cooperative to apply the same rules and regulations enforced by the Arkansas Public Service Commission to Missouri residents, as the utility commission in Missouri does not regulate electric Cooperatives serving customers in Missouri. 

  Currently, *** ******* pay history meets 3 of the conditions
  that warrant the deposit increase.
  
  On 5/15/25, a letter was mailed to *** ***** advising of the
  increase and that it would be billed in increments of $50.00. The two highest
  bills that were used to determine the amount were $255.00 due 1/21/25 and
  $210.20 that was due 9/19/24. These totaled the requested deposit amount of
  $465.20.  
  
  On 5/28/25, *** ***** called, questioning the deposit
  increase and asked that it be reviewed. A supervisor approved of changing
  the monthly installment amount from $50.00 to $25.00. An attempt to call the
  member was made, but the phone number on file was not correct.
  
  On 6/2/25, *** ***** called and was informed of the
  reduction to the installment amount. He told the representative that he did not
  agree with the increase and wanted to continue to dispute it. A manager also
  spoke with the member and explained that once the account has been paid on time
  for 12 consecutive months, the deposit would be refunded to the account.

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Street light near front of property has been reported to fix the light since September 2024 and Carroll Electric replaced the fuse numerous times not resolving the issue. Carroll Electric came by again early October and determined wiring needed to be replaced by one of their contractors. It has been months without a resolution or update. I have voiced my concern about someone being on my property at night I can see on my security camera, but unfortunately since my street light on my property has been out nearly 3 - 4 months I cannot see well and it's unsafe. I'm just looking for a estimated resolution time at minimal if it can't be resolved soon.

  Business Response

  Date: 12/30/2024

  Complainant is
  correct in stating that the street light in question has experienced troubleshooting issues
  since September and that operations crews have refused the light multiple times
  in attempts to permanently fix or resolve the issue. However, as the complainant also points out, it was determined
  in October by operations crews that service wiring would need to be replaced and in this
  instance a third-party contractor (hired by the Cooperative) would need to
  scheduled to perform the work.  It was also believed that a contractor request
  was made for these light repairs in October and in December. I presume the
  second contractor request resulted from the member’s ongoing complaint and due
  to the fact the issue has still not been resolved (i.e., the service wire had not been replaced and light continues to malfunction). The department who receives
  and processes third-party contractor requests states they did not receive either contractor request.

  
  Please allow me to say this level of customer
  service falls well below the expectations we set for our employees. I have
  personally reached out to all supervisors involved and have requested an
  investigation be started to determine why the communication between billing and
  operations was unsuccessful on not just one but multiple attempts.

  
  At this time, a
  contractor has been assigned to repair the service wire and the work
  should be completed no later than January 10, 2025. If the work has not been
  completed by that time, I would ask complainant to email me directly at ********************* or call me at
  ************ and I will be happy to assist further.

  
  Please accept
  my personal apologies for how this situation was handled. That is not who we
  strive to be as a company.

  
  Sincerely,
  
  **** *****
  Vice President,
  Corporate Relations  

  
  

• Initial Complaint

  Date:09/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They refuse to let me use level pay because I paid a deposit for electric and they still have my deposit on file

  Business Response

  Date: 09/20/2024

  At the time the service request was received, the member
  paid a required service deposit of $230.00 on 9/13/21.  
  
  The member called on 9/12/24 and requested levelized
  billing. The representative explained that there was a deposit on file and that
  when there are 12 consecutive on-time payments, the deposit would be refunded
  and then the account would be eligible for the levelized billing program.
  
  Per Carroll Electric’s Tariff for the Levelized Billing
  Plan, Terms and Conditions, 1.4.1 “The eligibility criteria for levelized
  billing shall be the same as the criteria specified in General Service Rules
  4.01.A.(2) under which a utility may require a deposit. If the customer meets
  the requirements for no deposit, then they are also eligible for the
  levelized billing plan. Once a customer has met the criteria for refunding a
  deposit, the customer will be eligible for levelized billing”.
  
  According to the Arkansas Public Service Commission Rule
  4.6. Refunding Deposits, “If a residential customer has paid all bills
  by the due date for the last 12 months, a utility must promptly refund the
  deposit. Utilities are not required to refund deposits on business or
  commercial accounts until the account is closed. Refund may be made through a
  credit on the next billing cycle”.
  
  In reviewing the account payment history from the connect
  date to the current date, there have not been 12 consecutive on-time payments
  for the deposit to be refunded. The most recent late payment was made in the
  previous month of August.

  Customer Answer

  Date: 09/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: after 4 years of consecutive service and no issues other than paying maybe 1 day late a handful of times, you are still unwilling to work with your customers and unwilling to actually respond to them when there is a serious issue. 
  
  
  
  Sincerely,
  
  
  
  ********* ******

  Business Response

  Date: 09/20/2024

  Carroll Electric Cooperative Corporation (CECC) apologizes
  for the frustration this matter  has caused the complainant (member). However, CECC
  is obligated to comply with its tariff as a regulated utility in Arkansas. CECC
  would remind the complainant that 12 months of consecutive payments on or
  before the bill due date would not only prompt a refund of the member’s
  current deposit on file with the Cooperative, but the member would also be eligible
  for levelized billing. CECC has promptly provided the regulatory framework that
  prohibits the Cooperative from granting the complainant's request. CECC
  believes there is no further action to be taken at this time. 

• Initial Complaint

  Date:07/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Added $50 to our bill when we already struggle as retired and disabled 73+ people. We paid deposit when we acquired services. My daughter has to help us almost always. The bills are high and we have to have. How can they tell someone how they must I get their money. My daughter has to prioritize due to our medical cost and her own utilities band all other expenses. Why a $50 every bill. If we get disconnected they should be thankful cuz they get another $75-$100. How is this possible

  Business Response

  Date: 07/18/2024

  The complainant did not provide an account number for specific reference. The only account listed under ***** ***** with Carroll Electric is ************ 

  This response assumes this is the account in the complainant's reference, but without a specific reference provided in the complaint, CECC cannot be entirely sure.

  A deposit
  increase of $50.00 is not presently being billed to the complainant's account.
  
  On 6/24/22, Carroll Electric mailed the customer a letter advising of a
  required deposit increase of $333.57 was necessary and was divided into 7 installments of
  $50.00. These payments were received.
  
  The Arkansas Public Service Commission, who regulates Carroll Electric Cooperative in Arkansas, sets the
  guidelines for when an increase in an account deposit is required.

  These same rules are also applied to Missouri residents. 

  Pursuant to Rule 4.02 "Deposits from Customers" of the
  General Service Rules, the total of the two highest bills during the last 12 months on an account may
  be collected as a deposit if one or more of the following conditions have been met within the last 12
  months:
  
  • Failure to pay a bill before the close of business on
  the shut-off date
  • Two or more payments were returned unpaid for reasons
  other than a bank error
  • Failure to pay a bill by the close of business on the
  due date two times in a row
  • Failure to pay a bill by the close of business on the
  due date three nonconsecutive times
  • Other less common conditions listed under Rule 4.02 may
  also be applied

  There were multiple late payments on the complainant's account within the 12-month timeframe, and more ore than one of the above criteria were met as a result of the complainant's payment history.
  

  The total deposit on file is now $693.57. The original deposit collected from the customer was $360. 

  Respectfully,

  Customer Service

• Initial Complaint

  Date:04/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged an additional deposit of $353.41 just because I was late for one payment.. They already have a deposit on file. One of the worst electric companies I have ever had. If only I could use a generator for my whole house I would.

  Business Response

  Date: 04/17/2024

  *** ***** connected account no. ********** with Carroll Electric on 4/05/23. The customer's payment history from the *** account was used to waive the initial security deposit. No deposit was on file.
  
  A statement due on 11/27/23
  was paid on 11/28/23. This was the first late payment.
  
  The 2nd late
  payment was due 2/26/24. On 2/27/24, a shut-off notice was mailed giving a final payment due
  date of 3/7/24.  On 3/11/24, a text alert and an email advising the
  account was past due, were sent to both phone numbers and emails that are on
  file. The account was placed on the disconnect list for non-payment. A payment
  was made on 3/13/24. The payment was made after the shut-off due date and this
  is the reason for the deposit increase.
  
  The amount being collected is
  the 2 highest bills during the last 12 months. ($184.09 + $169.32= $353.41)
  This amount is being divided into 8 installments.
  
  Per the Arkansas
  Public Service Commission (Carroll Electric's regulatory authority in Arkansas):
  Rule 4.2.A(1)
                 A utility may only require a new
  deposit or an increase in the amount of a deposit from a customer for the
  following reasons:
  (1)
  The customer failed to pay a bill before the close of business on the shut-off
  date within the last 12 months;
  
  Rule
  4.2.B
  B.
  Amounts
  When
  a utility charges a new or additional deposit, the total amount on deposit at
  any time shall not be more than the total of the customer's 2 highest bills
  during the last 12 months.
  
  Rule
  4.2.D
  D.
  Payment Procedures
  Except
  for deposits under Rule 4.02.A.(5), a customer may pay ½ of any new or
  additional deposit in equal installments with the next 2 bills.
  
  There have been no calls nor
  customer contacts recorded showing the member has called to inquire about the
  account.  

• Initial Complaint

  Date:03/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carroll Electric has a policy that if you have more than 3 late payments in a 12 month period, they can charge a deposit , based on your two highest bills. It is no secret that the cost of electric usage is at an all time high. I built a new home that I closed on in August 2022. Since that time, I have had three occasions of a late payment. They were as follows:
  Due date 10/19 Paid 10/20 - Full Amount of 240.57 1 day late
  Due Date 1/19 Paid 1/23 - Full Amount of 288.02 4 days late
  Due Date 2/21 Paid 2/24 - Full Amount + of $500.00 3 days late
  I received a letter a week after that last payment saying they would be collecting an $890 deposit from myself, based on the two highest bills.They tried to sugar coat it with them only adding an additional $50 a month. After 12 months, they'll refund.
  I spoke to a supervisor, ********. She was like talking to a recording. I asked to speak to someone above her, to which she stated she would request, but already telling me that they would have nothing different to add.
  Complaint:
  I had a previous account with them for more than a decade. I was never disconnected, but more times than not, late. Sometimes, even right up until the disconnect date. Never asked to pay a deposit. It is why I was not asked for a deposit at my new home. They said this isn't a new policy, but the first customer service rep I spoke to, said it was new and that she had received many calls on the same matter. I understand chronically late and accounts that have to be shut off. I even said I would understand a small deposit, even one month, but to request nearly $1000 is overkill and puts an undue hardship on my income. I am a single mother with 5 children, two in college, and one that is special needs I receive no child support and no government assistance. Even car loans and mortgage companies have somewhere in the 5-10 day grace with no late payment. I was a total of 8 days late between 3 payments. Nowhere near a shut off and no partial payments.

  Business Response

  Date: 03/17/2023

  Carroll Electric Cooperative Corporation (“CECC”) is
  regulated by the Arkansas Public Service Commission (“APSC”). The APSC’s
  General Service Rules (“GSR”) govern how utilities in Arkansas, other than
  municipal utilities, handle business and other interactions with their
  customers, including deposit requirements. Under GSR 4.02, utilities may
  require a new deposit or an increase in the amount of a deposit from a customer
  when the customer has failed to pay bills by the close of business on the due
  date 2 times in a row or any 3 times in the last 12 months. The deposit may
  total the customer’s 2 highest bills during the last 12 months.
  

  Complainant’s recitation regarding her pay history since
  August agrees with CECC’s records. However, CECC does not have any record of
  Complainant having an account in her name with CECC prior to August 2022.
  Therefore, CECC is not able to respond to Complainant’s statements regarding
  any previous account.
  

  As admitted by Complainant, when Complainant failed to pay
  her bill by the close of business 3 times in the last 6 months, CECC notified
  her by letter that a deposit would be required in the amount of her 2 highest
  bills during the last 12 months, which were $451.63 (due Feb. 21) and $389.568
  (due March 20), totaling $841.31. The letter also stated that she would be able
  to pay that deposit amount in installments of $50.00 per month. 

  Recently, CECC’s customer service department, before having
  knowledge of this complaint, agreed to lower the Complainant’s installment
  amount to $30 monthly upon Complainant calling CECC and requesting a lower
  monthly installment payment towards the deposit.