Complaints

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

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  Cumberland Electric Membership Corporation

  1940 Madison St Clarksville, TN 37043-6521

  
• 

  Cumberland Electric Membership Corporation

  207 S Broadway St Portland, TN 37148-1301

  
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  Cumberland Electric Membership Corporation

  2285 Highway 31 W White House, TN 37188-5220

  
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  Cumberland Electric Membership Corporation

  1201 5th Ave W Springfield, TN 37172-3450

  
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  Cumberland Electric Membership Corporation

  404 Spring St Dover, TN 37058

  

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:03/18/2025

  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 have owned this farm since 2021. At that time we had 4 adults and a child residing here full time and over 100 livestock. We regularly had events and ran heat lamps, fans, and incubators to our animals as well as throwing huge events and people were constantly at our house. We kept the air on ***** and heat at 74 in winter. This was the case up until September 2022. At that time, a separation meant only myself and a small child lived here and the animals began to be sold off. During all of this time our utility bills NEVER exceeded about $350 and in the worst ******* never above $550. Well...as of November 1, 2024 I started preparing the house for sale and we winterized it. We were completely moved out with no one living inside, no appliances running, heat set on 50, and no animals. We received bills for $600-900 per month all of these months. I tried and tried to speak with them and they kept telling me it must be an issue at the house. Well..I have been a Realtor 20 years and I have owned a lot of property. I also own a property management company and have managed over 1000 units. I can tell you that this is theft and I am really close to doing an interview with an investigative reporter. I want these bills back to $300 or less per month and the money credited to my account with a refund if not used by the time this home sells. We have not started showing this home yet and I go check on it every single day so I know good and well either someone is tapping our electricity or they are NOT reading these meters and are stealing from us at the worst and being lazy and uncaring at the best. I am a single mom with a small child and paying for two properties at this time and this is not right, ethical, or legal.

  

  Business Response

  Date: 03/19/2025

  Cumberland Electric Membership Corporation (CEMC) provides a free of charge home energy audit service to our co-op members. The service is available upon request and is conducted by an energy services professional who can identify the causes of energy usage in the home. CEMC has no record of recent contact with you to discuss this location or bills issued, but our member services & energy services professionals would be happy to speak with you or coordinate a meeting with you at the property to determine the cause of the energy consumption.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23082613
  
  I am rejecting this response because:

  It is absolutely not true.  I have called at least 2 occasions and spoken to someone who was completely indifferent about this.  They offered to send some sort of test kit out which never happened.  The next time they said they would send someone to check it out.  That also never happened.  I have absolutely no trust in a fair assessment with a company that would do this to begin with and ignore both conversations and lie about a resolution.  You will go out and find something to blame this one because you do it to people all the time and tell them out it is just their HVAC is old etc. etc.  I am a property manager.  We handle HVAC repair.  We handle renovations and I see HUNDREDS of utility bills.  This is not okay and anyone that comes out and says this was a real **** is lying. There has been absolutely no change at this property or any of the system with the exception of 

  1. WAY less people there

  2. No events

  3. No livestock or birds

  4. Home is vacant

  5. Appliances are unplugged

  6. HVAC is set to 50 not 74 and that home stays at 58 degrees so only 3 days in the last several months has that unit even had to turn on.  

   

  This is all absolutely a scam in protection of a company that has a local monopoly and can do whatever they want to people.  Go ahead and send someone out, but if they try and tell me I have really owed you $900 per month I am doing an interview about this which is a complete waste of all our time and money, but I am sick of being robbed and then this company choosing to blame me with some stupid reason for the ******* when I know what I know.  Also, none of your people ever come out there and actually check anything.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 03/31/2025

  CEMC has made multiple attempts by phone during the last week to reach you and discuss your billing concerns. Attempts were made on March 26 (following a conversation you had with CEMC's ***************** Specialist after you submitted a digital security light repair order), on March 27th, and March 28th. CEMC remains committed to helping you find the cause of the energy consumption at your location. Our staff is available to meet with you at the location upon your request, but CEMC cannot send an energy services professional to your location without scheduling a time to meet because a large portion of the energy audit will take place inside the home. Our interest is in ensuring members of the not-for-profit cooperative understand the cause of their energy consumption and we will work to provide members options for using less energy if that is their desired goal. 

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23082613
  
  I am rejecting this response because:

  I am an hour away from the property working a full time 9-5 job.  I tried for months to get someone out there and now it is difficult to answer calls in the middle of working and drive an hour to meet them.  They just went out there.  The issue is that you plan to go inside the home like you have done on the phone multiple times and try to justify either my water heater (not in use since November) or my HVAC (set on 50 since November and hardly ever has to cut on) is the culprit when I am a seasoned real estate investor and property manager that has already discussed this with licensed contractors who have checked out this property and confirmed my fears that you are trying to find reasons to blame these bills that simply do not exist. The home is empty and has a lock box you can use anytime you want, but the facts are this is all about delay and excuses and not admitting there is no way possible a vacant home with no livestock is producing higher bills by double than a home full of people, a working farm, running HVAC, appliances, and equipment when it is exactly in the same condition with the same items there, but nothing turned on or plugged in. If guys can email me instead of calling randomly when I am at work ********************* (not .com) and schedule a time to actually meet with notice then I can work that out, but if you plan to come out there and blame this HVAC or my water heater you are wasting your time and more of mine. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 04/01/2025

  CEMC's energy services professional will reach out via the provided email address.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23082613
  
  I am rejecting this response because:

  The energy person came out and as feared he made every excuse to blame my **** (which has not changed and barely is in use), my water heater (not in use), and a sump pump (clearly turned off at the breaker) for the electricity spike.  We called out our contractor and ************ again and not only did they say this was absolutely impossible and not valid bills or spikes, but they also both live in homes in the area (one in a log home almost identical to mine a few miles away) they have large families with lots of usage and similar systems that are overworked and are not producing the bills we are receiving in an empty house with everything turned off or at minimum capacity.  The **** tech said even if their "emergency heat" claims were true that it would have had to have ran 24 hours per days for a month to hit the bill level they sent me for 4 months straight. Both contractors absolutely report these findings as false and us being taken advantage of.

  Further, the tech said the meter wasn't broken when he called me, but he is on camera saying to himself it is "broken" and working on it. If they do credit back these 4 months of overages we are calling a reporter and getting a lawyer.  This was absolutely wrong.

  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 04/22/2025

  Cumberland Electric Membership Corporation (CEMC) personnel have responded to this situation with every available resource including on-site meter testing and the completion of a home energy audit. CEMC staff have acted in good faith to help our member understand the energy being consumed at the location. We will continue to provide professional assistance helping our member's understand their energy consumption patterns. 

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23082613
  
  I am rejecting this response because: As expected they take no accountability in the fact they stole well over a thousand dollars on an empty house that it was impossible to get a bill this high.  They complaints were refuted by both a licensed contractor and an HVAC expert who both live in the same location with similar homes.  They never intended to do anything except justify robbing from us.  We will expect a credit or refund for those months or I fully plan to call an investigative reporter and file a suit.
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 05/15/2025

  This is not fair!  You are not giving me time to get the information to you.  You are relying on me immediately getting letters from contractors that are rarely in office this time of year.  I finally got the letter from one and the other says he will send his as well, but you are not allowing enough time.

  I requested this as soon as you sent it to me, but they are both on major renovation jobs outside their area and said they can't rush this. 

  Customer Answer

  Date: 05/15/2025

  You cannot ask me for a letter from another extremely busy business that I have no control over at the close of business on a Thursday (right before the weekend) and close my several month long complaint on the following week!  That is not fair nor ethical when you know this complaint is legit and we have proof, but it does take time for contractors in their busiest time of year to respond.

  

  Business Response

  Date: 05/20/2025

  I, as the representative for Cumberland Electric, would like to be contacted directly by the BBB handler responsible for overseeing this complaint. 

  Customer Answer

  Date: 06/02/2025

  I am a bit upset that your last request is forcing me to do a form that involves a printer because I do not have one.  No they have not done anything about this nor have we heard from CEMC.  We have this guy on video (saving that in case it goes to court) saying it was "broke" and repairing it.  He is on camera fixing it and now miraculously our bill is $77 where it was $990 

• Initial Complaint

  Date:02/17/2025

  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.

  My bill this month is $715.14. I absolutely cannot afford to pay this. I am disabled and receiving only disability which is ***** a month. I already got liheap help in December. Me and my son both require medical necessary electricity as we are on breathing treatments every 3 hours everyday. I saw my bill and immediately broke out into a lupus flare leading me to a trip to the *** I am so upset. I cant eat, sleep nothing but cry! We are a household of 6 making less than ***** a month with my childrens disability included. Is there any possible way I can get help with my bill? Im literally physically and mentally sick over this and I keep my thermostat at 66 which already leaves us cold. I do not turn on any lamps except 1 at night for roughly 4 hours. TVs are off as no one is usually home. We are only washing and drying clothes 3 times a week. Im struggling with everything in my power to even keep my head above water financially. I was reading on your site that you do provide help. I desperately need help, please! It is absolutely necessary that me and my son can do our breathing treatments to stay alive. I have wrote ****** ********* to see if there are any other resources. But Im reaching out as I seriously dont know where to go or what to do.

  

  Business Response

  Date: 02/19/2025

  Cumberland Electric Membership Corporation (CEMC) is committed to providing resources to our members to assist with high energy usage.CEMC realizes that changes in energy consumption due to seasonal weather patterns can impact utility bills. In the current situation, CEMC representatives have provided details to our member about local assistance agencies where CEMC's Project Help donations are sent. In addition, CEMC maintains a prepaid meter billing program that, upon enrollment, allows for a portion of the current bill amount to be paid off over time. Members interested in this program may reach out to CEMC directly at ************** for more information. 

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22954301
  
  I am rejecting this response because: I was rudely told yesterday that the project to help others was not even available. All of the resources in our area have been utilized as ************** is all almost experiencing $600-over $1000 bills for 1 month. I NEED Cemc to help with my bill. Please look at my past. All bills are paid on time. Im not sure why one who has never utilized help cannot receive it. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 02/27/2025

  In addition to resources donated by cooperative members to Project Help, CEMC offers Prepaid Meter Billing. Our Prepaid Meter Billing Program allows existing balances to be rolled into a Prepaid Arrangement that can be repaid over time. CEMC's representatives would be happy to assist with enrollment into Prepaid Meter Billing.

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22954301
  
  I am rejecting this response because: I was told it was different or use to be. While Im finding a way is there any possible way to waive the 1 time late fee? Ive always been on time and have never asked. You can check my account. The latest it would be paid would be 3/7/25. If you could PLEASE just waive the late fee that would be soooo much appreciated!
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/18/2025

  CEMC has reviewed the account information and confirmed payment was received prior to the application of a late fee. We also recognize this member has an excellent payment history with the cooperative. CEMC does provide for a one-time courtesy late fee removal for members with excellent payment history and this courtesy will be available upon request by this member were it to be needed in the future.  
  

• Initial Complaint

  Date:01/27/2025

  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.

  This company is lying and ripping people off. Because it is an essential service and they are the only provider in the area they are getting away with things that should be illegal and are extremely unethical. I had a farm that over the last 3 years had a house full of people. I keep my heat at ***** at all times and we had over ******************************************************************* winter and at least 5 people living here at all times. Our bill ran $200-500 and the 5 was basically two months of the year. I decided to get out of farming and sold off all the animals but 2 which don't require heat or fans and we moved out to sell the home. There has not been a human living at this house since 11/8/24. I stop by to check on it and have cameras everywhere, but I have not stayed a single night since then. I also manage and have managed rental property and been a real estate broker **************************************************************** Imagine my shock when over a month after NO ONE has lived in this home and the heat has been set on ***** for two months I get two back to back bills for over $600 each!! The last one was $732!!! This is not just ludicrous, its impossible. I called and tried to discuss this and the woman just kept insisting they checked the meter and it was right and there is nothing to be done. Well I have cameras and I never see them check anything. Even if they did there is nothing in the house or being ran on this farm to make the bill go up. There have no been appliances, tvs, etc since NOVEMBER! They are robbing people blind because they will cut it off the next day after you don't pay it by the cut off date and they know no one has the power to fight it. I want this refunded back to a reasonable bill which is my mind are the lowest I have ever had since I know without any doubt we used less power these last two months than we ever have. I don't want to not pay my bill, but I need a credit for the difference

  

  Business Response

  Date: 01/28/2025

  Cumberland Electric Membership Corporation (CEMC) is committed to providing useful resources to help members save money and use energy efficiently. Changes in energy consumption over the course of a year are often driven by seasonal weather patterns and these changes can impact utility bills. To keep members informed about their energy usage, CEMC offers several no-cost resources that can be utilized. A web portal called SmartHub can be accessed to view daily energy consumption in real-time to assist with understanding usage patterns.The SmartHub portal contains weather information to provide additional context for energy consumption data along with a set of comparison tools for further bill evaluations. CEMC also offers an in-home Energy Audit conducted by an experienced professional to help members discover the cause of high bills. For members concerned about higher than normal energy usage, our Energy Audit specialists can help determine if there are HVAC, water heater, or other electrical issues that may be resulting in higher bills.

  For this specific case, we would be happy to work with you further to determine the cause of the increased consumption. A meeting with an Energy Audit professional can be scheduled upon your request. CEMC makes every effort to engage with members who voice concerns and support them in finding a resolution to high energy consumption. 

• Initial Complaint

  Date:02/21/2024

  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.

  Called CEMC to establish service at my new house. Told ******* that my house had sold and was closing on 2/5. Called back multiple times to make sure that service was disconnected. Now I am receiving a bill and they are saying that I did not call or request service to be disconnected. They owe me a partial refund and instead are trying to make me pay for service to a home I no longer own or reside in.

  

  Business Response

  Date: 02/22/2024

  Cumberland Electric Membership Corporation (CEMC) followed up with our member directly on February 21st, **** confirming that the member would not be responsible for charges associated with the location that were incurred after February 5th, ****. A voicemail was left by a representative of CEMC providing this information. We strive to provide the best possible service to our members and resolve any issues in a timely and satisfactory manner. 

  Customer Answer

  Date: 02/22/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/14/2023

  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.

  I live on a dead end road in the county. The electricity goes out every time we get a hard wind or storm. The electricity will be on in the neighborhood right across the main road from ours, but ours goes out too frequently. We have to pay for membership to this utility company to even have power. They expect their dues to be paid on time, yet they don't seem to think their customers deserve to have reliable services. We want our area fixed please. Complaints to the company itself goes nowhere in our neighborhood's opinion. I'm a senior citizen who lives on a fixed income. I live alone in my house. I need my electricity to stay on. I can't afford to replace groceries that get ruined due to the electric being off. Thank you for your time.

  

  Business Response

  Date: 06/14/2023

  Dear valued member,
  
  Thank you for reaching out to us and bringing your concerns to our attention. We apologize for the inconvenience you have experienced with the frequent power outages in your area, especially during storms and windy conditions. We understand the importance of having reliable electricity,particularly for individuals like yourself who rely on it for various daily necessities.
  
  After reviewing the history of outages on Potters Ln, our records indicate that there have been six outages in the past year, with four occurring during the March storm. We understand that this situation is frustrating for you and the residents of your neighborhood. We would like to assure you that we take the reliability of our services seriously and are committed to addressing the issues you have raised.
  
  The reason for the outages in your area primarily stems from trees, which have consistently posed challenges to the power lines and the overall electrical infrastructure. To tackle this problem, we are actively working on a solution. Our team is planning to survey the area for vegetation management purposes soon. By proactively addressing the tree issue, we aim to mitigate future outages.
  
  We understand that waiting for this solution can be frustrating and sincerely apologize for any inconvenience and hardship you have faced. We genuinely value you as a member.
  
  In the meantime, we encourage you to reach out us whenever you experience an outage or have any concerns. We can be reached at ************. You may also Report outages via the ******** mobile app or call or text OUT to ************. Additionally, for outage information and updates please view our online interactive outage map at ************************************************* or follow us on ******** and/or Twitter.
  
  We appreciate your patience and understanding as we work towards resolving the tree-related issues in your neighborhood. Our goal is to provide you with a reliable power, and we are committed to fulfilling that promise. Should you have any further questions or require additional assistance, please don't hesitate to contact us.
  
  Sincerely,
  CEMC
  

• Initial Complaint

  Date:05/24/2023

  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.

  We moved to ******** in 2021. Paid a 360$ deposit with CEMC. Our landlord sold our house so we were moving in April/May of 2023. We applied for and received the low income energy and heat assistance in February of 2023. When we moved we called CEMC and asked about our deposit and the LEHEAP CHECK. I was assured that we would get the deposit back. Called today and they took the deposit and the LIHEAP check. I am out my deposit? As a couple on Social Security this really stings.

  

  Business Response

  Date: 05/24/2023

  Cumberland Electric Membership Corporation (CEMC) makes every effort to engage with our members to address any concerns regarding their accounts. CEMC has been in contact with ******************* on May 24th and provided assurance that a refund will be processed for the electric deposit and payments made by ******************* that followed the receipt of the LIHEAP Voucher on her account. 

  Customer Answer

  Date: 05/25/2023

   
  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.
  
  Sincerely,
  
  *****************************