Complaints

This profile includes complaints for The Satilla Rural Electric Membership Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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The Satilla Rural Electric Membership Corp. has 4 locations, listed below.

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  The Satilla Rural Electric Membership Corp.

  928 Ga Highway 32 E Alma, GA 31510-3307

• 

  The Satilla Rural Electric Membership Corp.

  PO Box 417 Hazlehurst, GA 31539

• 

  The Satilla Rural Electric Membership Corp.

  PO Box 450 Jesup, GA 31598

• 

  The Satilla Rural Electric Membership Corp.

  PO Box 1023 Douglas, GA 31534

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:12/20/2024

  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.

  We had prepay lights and when hurricane ****** came they put a ad on the news that said they were suspending collection waive late fees until 12/2/24 so in that time we did not pay because they said not to. Now on prepay lights when you don't pay each day they will cut off lights but they left ours on for 3 months witth no payment made. Now they have cut my lights off after all that time and say we owe 600 dollars from within the 3 months but considering we have prePay lights they should have been cut off way before now as we didn't prepay them. I did not ask for the lights to be left on and do not think I should be responsible for their mistake. My family can't afford to pay all that for lights we didn't ask for and now are living without lights with 2 kids and animals because they messed up and I tried to call and work it out with them the lady on the phone laughed at .e and said it was not her problem. Please help

  Business Response

  Date: 01/03/2025

  Mr. ****** is correct in that pre-pay accounts are normally disconnected as soon as their pre-pay balances are exhausted.   However, we made the decision to temporarily pause this disconnect process following Hurricane ******.  Our intent was to give our members (both pre-pay and post-pay customers) a bit of flexibility in managing their electrical accounts given the additional expenses that many experienced following the storm. 
  
  The exact wording of the ad that Mr. ****** refers to is listed below.  It was first posted on 10/16/24.
  
  Attention Satilla Members:
  Recognizing the significant impacts and hardships many of our members have experienced as the result of Hurricane ******, Satilla EMC has made the decision to suspend disconnections,waive late fees, and pause collection activities until December 2, 2024.
  We encourage all members to do everything they can to keep their bills current and avoid falling behind.However, we understand the challenges presented by this storm and want to give our members additional time and flexibility in managing their electrical accounts. Our **************** team stands ready to assist members with any questions or special circumstances they might have.
  
  In addition, we sent the reminder below out on 11/25/24:
  Just a reminder that we will begin collection activities on December 2, 2024. If you have any questions,please call our customer service team at **************.
  
  The approximately $600 in charges that Mr. ****** refers to represents the value of the energy used at his residence from the end of September until the time this account was disconnected on 12/5/24.  Mr. ****** could have managed the account traditionally by making periodic payments and keeping his pre-pay account with a positive balance if he had chosen to. 
  I have spoken with our team and can find no evidence that anyone laughed at Mr. ****** or refused to try and work with him on this matter.   Although the balance of $605.78 is owed to Satilla for energy provided, it is possible that we can work out payments arrangements if he will call our customer services team during normal business hours. 
  

• Initial Complaint

  Date:10/25/2024

  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.

  The storm damaged lines people were out of power for weeks this light company was lying about the amount of people that were out of power and lying about when it could/would be fixed they posted any account that would be out would have account money replenished with the funds. It took 4 weeks for them to restore lights compared to the 2 weeks other companies took. They did not replenish accounts they are still charging us for the meters daily as we were out of lights for weeks after saying they would l, I feel we were lied to for weeks we will not get our money back that was on the account before the storm as the company suggested. They have been nothing but rude and ugly throughout the whole process and blatantly lied to me the customer! I would like to make a formal complaint against this company!

  Business Response

  Date: 10/30/2024

  Ms. ****,
  

  We are aware of the hardships that our members have endured and understand the frustration that many of you have felt. Hurricane ****** is without a doubt the most devastating storm to ever impact our region.   It has forced us to rethink and change many of the processes and procedures that we have used to manage storms in the past.
  During our restoration process, we had to replace hundreds of broken poles and cross arms and pick up thousands of miles of wire.  Access to some of these areas was also a huge challenge.   In many cases we had to spend hours clearing fallen trees and other storm-related debris before we could even begin to repair the power lines.
  Our crews worked 1618-hour days for 3 weeks to restore power to our members. We assembled a workforce of over ***** strong from all over the **** aiding us in this endeavor including linemen, neighboring cooperatives, right-of-way crews, and contractors.
  We recognized the significant impacts and hardships many of our members experienced as the result of Hurricane ******, so we made the decision to suspend disconnections, waive late fees, and pause collection activities until December 2, 2024, to give our members additional time and flexibility in managing their electrical accounts.
  We are sorry that we may not have met your expectations during this unfortunate event. Please feel free to give us a call if you have any further questions. 

  Thanks,

  **** ******

  Satilla REMC

   

  Customer Answer

  Date: 10/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22472493

  I am rejecting this response because: I feel there was a lot of incorrect information given out during the storm. I feel the office was very unprofessional the last time I called regarding my concerns and issues, I feel it was wrong of the company to charge people when in fact we were waiting on them the entire time. The tech that came to my house and spoke to me was very rude and unprofessional. I feel there should have been no fees that should have been due to any of the customers as we had to wait weeks and were lied to during the entire process, I had to call in my outage every single day and I find that unacceptable I feel the company should of stood by there statement online when they stated any money that was on the account before storm would be replenished but unfortunately again that was a lie. I feel the company should work on there honesty towards there customers. This is all I have to say. 

  Regards,

  ******* ****