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:02/26/2025

  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.

  Knox Energy is billing me for a previous tenants gas bill. I never agreed to this at all. I didn't even know it was happening until I received a bill from a collection agency nearly a year after the tenant moved out. The gas supplier at that address is currently ******** ***. I have never agreed to anything like this verbally or otherwise. Other utilities do not do this in my area. I have several rentals and need to make sure this will not be something that will be repeating itself. I also believe they shouldn't let the bills get so far behind. This one is currently $759.07, shouldn't I have been contacted at some point before it got so high if I was to be responsible? Sincerely, ******* **** 

  Business Response

  Date: 02/28/2025

  2 28 25

  This customer had our service at the referenced property.

  He ran a gas line illegally to have his tenant pay for the entire building and his garage.

  We shut the gas off at that time, and moved the balance to the landlord, he is responsible for the balance.

  It is for his building and his garage.

  Thanks

  Jodi K***

  Customer Service Mgr.

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  They are lying about everything, I never ran gas to any other buildings. There isn't even anything in them that uses gas and never has been that I can see. If they would look at the outside of building they could see there is no venting and never has been. They caused the tenant to leave by telling lies. They also let the bill get much higher than any customer should be. Did they ever try to collect from the actual customer? Read the reviews on there website. I am not the first to have problems with them. I can prove I am telling the truth if someone would like to meet with me?
  
  
  
  Regards,
  
  
  
  ******* ****

  Business Response

  Date: 03/11/2025

  3 11 25

  ***** **** has been a member of Knox Energy Cooperative since 2011 with 16 rental with natural gas service.  He understands the rules and regulations of the cooperative, Knox Energy notifies the landlord by sending a copy of the shut-off card to the landlord so they are aware of the amount that is owed, and that will be shut-off, if the gas bill isn't paid.

  When our service technician went to *** ******* ** to check a reported gas leak on 3/14/24 they noticed in the basement that this tenant's unit is plumbed to provide gas service for the entire property and the garage with all the gas going through this tenant's meter.

  The amount of $759.07 is the responsibility of the landlord.

  Thanks

   

  Jodi K***

  Customer Service Mgr.

  Customer Answer

  Date: 03/16/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  You can see in the pictures there are no vents for inside heat or hot water. I have a photo of panel box showing numerous large breakers for baseboard heaters, hot water and stove. There are 2 small vents in bathroom/kitchen area, 1 for sewer vent and 1 for range hood exhaust. I believe the pipe buried in that direction is from before the new garage was built approximately 15 to 20 years ago. I have only owned the property for 8 years. It apparently is very rusty, that takes more than 10 years or so in my opinion. I believe that proves they are falsely accusing me. Also they are wrong on all info. about me, I have more than 16 properties and have been involved with that company many more years. I have never been shown any paperwork or asked to sign anything. I only randomly receive anything from them. I have never even been to there office. If owners are to be responsible they should have much more say, I think when tenant misses a payment, they should get a late notice, then disconnect notice. If they don't pay the rent I begin eviction within 1 month or less in nearly all cases. 
  
  Regards,
  
  ******* ****
  

• Initial Complaint

  Date:12/16/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 own a rental home. The previous tenants failed to pay THEIR gas bill through Knox Energy. The service was in the tenant’s name, not mine. Unbeknownst to me, the service was disconnected for non payment. The tenants moved out May/24. On 11/25/24 a new tenant tried to put the gas in his name as he & his 2 young kids were moving in. At this time Knox Energy called me telling me I HAD to pay the previous tenants past due bill of almost $900 before the gas service could be restored. This was the FIRST time I was ever made aware of this bill. They told me they had been sending me duplicate bills and I advised I had not received one single bill nor was I EVER made aware that I was responsible for a bill in someone else’s name. I proceeded to pay the bill as this family needed heat & I was at work & unable to argue the charge at that time. I was told the gas would be restored the following day 11/26 However, it was not, nor was I contacted. On 11/27 I called again, was transferred 4 times before reaching someone that could “help” me. I was given no apology, only told they would “try” to get the gas restored that day however if they couldn’t get to it, it would be 12/2/24 before they could get to it!! A week after I paid $900 to have it restored! They also admitted that I had NOT received notices of past due bills because that option was not checked in my account but moving forward I would now get duplicates of the bills. Still no apology, instead a snarky attitude from the manager, Jodi telling me that ‘it says on their website that landlords are responsible for a tenants bill.’ Who would know to go to a website to read that? Why didn’t I receive notice of this? I requested to speak with her superior, Andrew D********. I was told I would be refunded 1/2 the bill but that never happened. I’ve spoke to Andrew 3 times each time being told he will look into getting me copies of the notices I supposedly received and refunding my money. Nothing has happened as of 12/13/24.

  Business Response

  Date: 12/16/2024

  Hello,

  I spoke with ****** on 12 5 24 and explained that Andrew stated he would give back 1/2 of what the customer paid which would be $472.94 at that time when I spoke to her she stated no that would not be sufficient.  I spoke with Andrew on Thursday 12 12 24 we are refunding $472.94 back to the customer and I called her today to state that.

  This property was occupied by the landlord and one time, then turned into a rental.  I explained that the rules and regulations of the cooperative are on our website.  If the gas is shut-off

  due to the tenant evacuating the property and the landlord wants the gas restored we apply the deposit and the remaining balance is up to the home owner to get the gas restored.

  This gas was disconnected on 5 17 2023 with no contact from the home owner until November of 2024.

  The payment was made on 11 25 24 and the gas was restored on Wednesday 11 27 24. 

  This could have been prevented if the home owner would have checked on the utility bill.

  Customer Answer

  Date: 12/16/2024

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ** ********, & have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Property was occupied by tenant until 5/2024. I was unaware gas had been shut off a year prior due to:
  
  A) tenants residing there until 5/2024
  B) bill in tenants name
  C) never received any notices
  
  I advised Jodi (CSM) of never being made aware of any of this, her snarky response was “You can look it up on the website!” Not apologetic ever. 
  Property was unoccupied from May 24 -Nov 24 when the new tenant tried to gain gas service and was then told I had to pay the bill. The bill was in the old TENANT’S name, why would I assume I was responsible for it? If a tenant has a cable bill while residing in my rental & defaults on THEIR bill, I am NOT responsible to pay it. Likewise, the water company has MADE ME AWARE the water stays in my name. The tenant gets a copy of the bill each month & I get a duplicate copy. However, I NEVER received this notice from KE nor did I ever receive a bill/shut off notice. I’ve requested duplicates of any of the fore mentioned but continue to be told “we will look into this” by Andrew D********* president of Knox Energy.
  From a different customer:
  “Chris P***, the manager of ****** *******, Yarn, and Crafts, said until the shutoff notice, the store had not received a bill since April. However, when she called to straighten the matter out, Knox’s customer service department did not contact **** until the following Tuesday. When **** spoke to the CSR about not receiving bills for May, June, July, Aug or Sept, she claims she received an icy response.”
  “(The representative) said I was lying about not getting any bills,” claims ****.“
  I have an 800 credit score. I pay my bills, when I know they exist.  
  I will be satisfied with a full refund.

  
  

  Business Response

  Date: 01/09/2025

  Hello,

  We've returned 1/2 of the payment made to get the rental property house restored.

  That is all we are going to do at this time.

  Thanks

  ****

  Customer Answer

  Date: 01/09/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Three weeks ago I was told I would receive a refund check of half the amount paid. As of 3:45pm on 01/08/25 I have yet to receive any form of refund. 
  
  
  
  Regards,
  
  
  
  ****** *******

  Business Response

  Date: 01/10/2025

  Hello,

  Your check for $472.94 was mailed on 1 3 25 check number *****.

  You should receive it any day.  Remember no mail yesterday due to a Federal day of remembrance for Jimmy Carter.

  Thanks

  Jodi

   

  Customer Answer

  Date: 01/20/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I am still 100% unsatisfied with Knox Energy Co-Op. and their response and failure of action regarding my complaint  
  

   As of 1/20/2025, I have not received a single call back from Andrew D******** whom told me, three different times, that he would look into my complaint/request and get back to me. I have not been provided any type of documentation showing that I ever received any notices of this bill existing (which I’ve requested 3 times or more) and I have not received any type of refund that I was ORIGINALLY told was issued before Christmas but then in the last correspondence, via BBB, was told it was sent on 01/03/25. I have no problem with my mailing and have lived at the same address for several years and even confirmed my address with KE when on the phone with them.

  Knox Energy Co-Op’s customer service is a complete joke. However, considering their president,  Andrew, doesn’t make good on his word, it comes as no surprise.

  They are good at scamming people out of money.

  Update: 2/7/2025 BBB asked if check was received,  answer from consumer:

  I have not. I did receive a duplicate copy of my current tenants bill from them so I know they have the correct address and it isn’t a mailing issue. However, I have not received a check of any sort. 

  
  
  
  Regards,
  
  
  
  ****** *******