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:03/30/2025

  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.

  I pay this company over $125 a month and the power goes out more at my house through this company than anywhere else I've lived in ******* for the past 20 years. 10 or 20 minutes down the road, where my family lives, they hardly ever lose their power and they go through ******. The power goes out here on a regular basis, with small storms, and sometimes even when there's no storm at all. The power goes out here and doesn't get restored for sometimes 8 or more hours at a time. With the poor quality and slow repairs of this electric service, and the fact that they are one of the only options, they should not be able to keep their prices as high as they do. We've lost hundreds of dollars worth of food over time due to the power taking so long to come back on and we can't afford a generator at the moment.

  Business Response

  Date: 04/07/2025

  In response to ***** ************* recent complaint (ID ********* to the Better Business Bureau regarding Marshall County REMC, I have attached his previous 10-month power outage history with a detailed explanation of each outage event. While I understand ******* frustration, as nobody likes to be without power, and we certainly do everything we can to provide the safest and most reliable power possible to our members, but there are many things beyond our control that impact quality of service. We spend over $600,000 annually at our small electric utility on right-of-way maintenance and have it down to a four-year rotation so ever part of our system is both trimmed and sprayed once every four years. Furthermore,we have a contractor test around ***** of our overhead distribution electric poles annually so every pole in the system is testing on a six-year cycle. We currently have contractors working on changing out over 400 poles that have tested bad within our system. After further review of Mr. ************* account, unfortunately while he has had a number of outages within the last 10 months, they are all explainable (with the exception of one) and considered reasonable within the industry. With that being said, we will continue to work with ******, our transmission provided, to minimize transmission outages that impact our members and improve their outage response times when they do occur.We also are constantly looking our own Marshall County REMC distribution system to see what we cost effectively do to reduce outages, improve response times,and improve power quality for our members. The *********************** where ***** lives is a beautiful rural setting but is located at the tail end of our line so there are many miles of line from the Marshall County REMC substation that serves them to get to their home, which also means they are more susceptible to outages than someone who is located in a more urban area closer to a substation.