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:10/26/2023

  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.

  I have a set income and my problem is I have only used over 2 dollars a day
  3 or 4 months out of the summer and winter the price doubles without clear explanation.
  I don't use my fan only the tv and fridge
  Since July 40-60 dollars each month is the usual amount but now it has increased by 5 and 10 dollars a month.  In October it was 90 dollars and I have never used 100 dollars but now that is what they say I am using each month. I have been here for 5 years.
  
  The bills they are sending me are not accurate and I called and they will not provide any explanation. I suspect they are stealing money from consumers.  I have recently noticed money I put on my account has disappeared within 2 days without explanation. 

  Business Response

  Date: 11/08/2023

  Tuesday,
  November 7, 2023
  
  Dear
  Mr. ******* ******
  
  We
  appreciate the opportunity to provide additional communication regarding your
  concerns about the accuracy of your bills and the perceived increase in charges
  for your electric service. We understand this issue has caused you some
  distress, and we take your concerns seriously.
  Upon
  reviewing your account and the details you provided, we would like to address
  your concerns and explain the charges you have observed. It's important to
  clarify that the amount you are billed is directly related to your energy
  consumption, and the increased charges in recent months can be attributed to
  variations in your electricity usage.
  During
  the summer months, your daily energy consumption was typically below 20 kWh,
  resulting in a lower daily cost. This is consistent with the Empower Rates
  (prepaid rates), which charge 7.80 cents per kWh. For instance, with a daily
  usage of 10 kWh, you would be charged 78 cents for electricity, plus a $1.40
  Availability charge and additional charges for Demand, as applicable. You can
  learn more about Demand charges at ************** and click on "Our
  Rates" under the "Member Services" tab at the top of the site.
  However,
  beginning in September, your daily consumption increased to 20 kWh or more. As
  a result, the cost of the electricity you use doubled to $1.56 per day. The
  variance in your bill is directly tied to your increased energy usage, and this
  change is reflected in the charges you are now experiencing.
  Without
  an in-home assessment, we cannot determine the exact reasons for the increase
  in your daily kWh usage. It is possible that changes in your energy consumption
  habits or the use of additional appliances contributed to this higher usage.
  There may also be elements to your home that could be more energy efficient. We
  encourage you to consider any changes in your daily routine that might have led
  to increased electricity consumption and to view our "Do-It-Yourself"
  home energy audit information on our website. You can find it by going to
  ************** and clicking on the "Energy Efficiency" tab, then
  selecting "Energy Audits."
  Our
  commitment to transparency is unwavering. We understand that accurate billing
  and transparent communication are of the utmost importance, and we are
  committed to resolving your concerns in a fair and timely manner. If you have
  any questions or additional concerns, please contact our Member Care team at
  ************** for any further inquiries or assistance.
  Once
  again, we appreciate you bringing these issues to our attention. We are here to
  work with you to ensure that your electric service is accurate and meets your
  expectations. Thank you for your continued trust in us as your electricity
  provider.
  
  Sincerely,
  
  *****
  ten ******
  Co-Mo Connect, Inc.