Complaints

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:04/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Employee from ************** called me on 03/14/2023 @ 1:20pm to explain a billing issue. I questions and looked at my banks and stated that my banks still shows that the payment was taken out and he was accusing my of putting the payment on hold. I further explained that I can come down and show him my bank where the payment came out and employee stated that he doesn't care to see my bank info and I then stated I will have to call my bank to figure out what is going out because my bank states its paid. The employee then stated "you're going to pay this" at this point I was telling this employee that I told him he was being very rude and needed to work on his customer service. I then asked for his name and he refused to give it to me. At that point I thought I hung up the phone and threw my phone down on my desk and I said oh my God that guy was a mother f****** a****** And I started hearing him laugh. So I picked up my phone again and asked him for his name. He hung up before I could get his name. I then called back again and was transfered back to him to try and get his name and he kept arguing with me I said I just want your name I'm not going to argue with a 5 year old. He then laughed at me and hung up the phone. So I had to call back again. Spoke with ******. ****** refused to give me this employees name I stated I just need it for a complaint she stated she would have to put me on hold and see if she's allowed to give out the representatives name. Finally I received this employees name as *********************.

  Business Response

  Date: 04/13/2023

  The facts of this matter are:

   

  1. Customer made duplicate e-check payments on their power bill.
  2. Customer called and requested that we cancel one of the payments, which we did.
  3. Subsequently, customers bank canceled the other payment.
  4. As a result, the customers power account balance remained unpaid.
  5. As a courtesy, staff contacted customer to explain that the unpaid balance remained and could either be paid or would show up on the next billing.
  6. Customer became very irate, evidently thinking the employee was accusing them of an improper payment, which was not the case.
  7. Customer started cursing and screaming at our employee, who then began recording the call.
  8. I listened to the recording. At no time did I hear the employee, who has had customer service training, raise their voice or insult the customer.
  9. If the employee laughed at the customers screams and profanity, I did not hear it on the recording. However, we apologize for any offence the customer may have taken as a result of the employees stunned reaction to the customers outburst.
  10. There was no need for the irate customer and employee to interact further at that time. When the customer called back asking for a name, I told the receptionist to give them my name so I could address their complaint.
  11. The customer never called back.
  12. The customer resubmitted their e-check payment later that afternoon.
  13. We consider the matter closed.

   

  Thank you;

   

  *****************************

  Manager Secretary

  ************** Irrigation and Drainage District

  30570 ********************

  *******, ******* 85356

  ************

  ****************************

   

  Customer Answer

  Date: 04/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****************************************