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:08/15/2023

  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 moved into our newly constructed house on 11-14-2020 on **** ** **** ****** **** *********** ** ***** . The available electric provider is Northwest Rural Electric Cooperative from Cambridge Springs PA. Immediately we began experiencing electrical interruptions almost daily and sometimes multiple times per day . The power usually goes off for a few seconds and comes right back on . Since electric is the only public utility available in this area we chose to have all our appliances run on electric. These power outages have caused us to replace multiple cables boxes and capacitors on our brand new heat pump . There's no telling what other damage is being caused by suddenly , shutting down and immediately turning back on , to our refrigerators , freezers , hot water heater , washer and dryer, televisions white being on or under load . Thinking the problem was internal at first I had the contractor , who built my house and garage, come and inspect the electrical system and electrical panel. Everything was ok . I called NWREC and they came and tested the transformer and lines from the pole to the house and everything checked out ok. After conversing with my neighbors I quickly found out this problem is vast and has been ongoing for many years . NWREC cannot give me a credible reason why this continues daily and their only excuse is that it's the wind , birds on the lines , trees touching the lines , storms etc. etc. even though the outages happen on calm , sunny , clear days . Please help me get this electrical issue resolved before it ruins more of my electrical appliances or worse yet causes a electrical fire at my residence. I have been calling NWREC every time there's an interruption in service for months to document this problem so I have evidence in the event of future damages to my appliances. To this date 8-15-2023 they still have not given me a satisfactory resolution to this issue. Please help me get this problem resolved. Respectfully ** ******** *** 

  Business Response

  Date: 08/28/2023

  I called and spoke with Mr. ********* Northwestern REC last experienced an outage in his area on 8-25-23 due to storms in the area. Northwestern has inspected the entire circuit and found a few locations where tree limbs had overgrown and appeared to be close the lines.  A right of way supervisor and two tree crews have been dispatched to the area and instructed to cut the right of way back in several locations. Other NWREC disturbance records corresponded to storm related events. NWREC is continuing to monitor the area and line sections that seem to be experiencing power disruptions and will take immediate action if something else is found. 

  Customer Answer

  Date: 08/29/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  

  The response from NWREC was not for a 1 time complaint about a storm on 8-25-23 it was for months of complaints. Most recently 7-6-23 , 7-29-23 , 8-1-23 , 8-4-23 , 8-5-23 , 8-9-23 , 8-13-23 , 8-15-23 , 8-20-23 , & 8-24-23 ,  . There was actually a legitimate storm on 8-25-23 and our electricity flashed a couple times but NWREC was never notified considering the severity of the storm it was expected. The complaints I made were on calm sunny days for the most part . If at least 1 month goes by without daily or even weekly interruptions in our service I will be convinced NWREC is making progress addressing the problem. Until then I will continue my reservation about being satisfied the issue has been corrected. 

    Sincerely , 

    ******* ******** *** 

  Business Response

  Date: 09/08/2023

  NWREC acknowledges that there have been service interruptions in the area. We have patrolled every mile of line in the area and identified a few areas that may have been the cause of the service interruptions. Most of the items found were trees that had accelerated growth and grown up near the power lines or wildlife related. NWREC sent two tree contractors to the area to cut back trees and brush that was identified and had line crews install insulated wildlife/animal guards on some equipment. We are also monitoring or lines 24/7 with sensors and other data collectors. Many of the interruption times listed match our data, but not all. This doesn't mean that they didn't occur. For this reason, we advise that you contact our office as soon as possible if you experience another blue-sky interruption. This will allow us to better diagnose what is going on, correlate the data and find a resolution to any future issue you are experiencing. We are here to serve you 24 hours 7 days a week. 

  Customer Answer

  Date: 09/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  

  I appreciate the attempt at making progress on this ongoing problem but I'm not convinced nor will I be satisfied that the problem has been satisfactorily resolved until several weeks or months have passed without service interruption. Speaking with my neighbors this has been an ongoing problem years before I built a house in this area. I find it hard to believe that by me making a couple phone calls and 1 report to the Better Business Bureau it will instantly be fixed . Only time will tell before I'm completely convinced the issue is fixed. 

   Sincerely

   ******* ******** *** 

• Initial Complaint

  Date:05/19/2023

  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.

  Help getting my bill lowered due to having a 1 year old I'm single parent not working never had an electric bill in my name. I'm trying to get it switched from my mom's name bc she no longer lives at the home and owes $1000.

  Business Response

  Date: 05/30/2023

  Northwestern REC contacted Mazie on 6-30-2023.  NWREC has offered to waive deposits, provide $500 in assistance, and create a prepay payment plan that would get the electric turned back on immediately. Maize still needs to fill out required paperwork in order to get the service in her name. She stated that her money and wallet was stolen and did not have a required state issued ID at the time of phone correspondence.

  Customer Answer

  Date: 05/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** ******