Complaints

• Initial Complaint

  12/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I work from 3:30 to 9:15 pm during the week from home in a call center. This last year or two my electricity has gone out several inconvenient times, including this past spring/early summer with the latest time on November 20, 2024. I have lost at least 2 days of wages in the past few months because when the electricity goes out at my townhome development I do not get paid. I only get paid for the hours I actually work. I have also had food spoil. I have lived here since 1996 and it never used to go out as much as it has the last couple of years. I would like some monetary compensation for lost wages and food plus I would like them to make it a priority to put our wires underground. The guy who called me back from LES was nice but he couldn't tell me why this keeps happening where I live (None of my friends and coworkers in Lincoln have ever lost electricity when I do) and where we fit on the schedule to move our wires underground. Thank you!

  

  Business response

  12/19/2024

  LES visited with the customer a couple of times to discuss her concerns.  She has had a few outages in her neighborhood in the past 12 months.  Storms were the main cause of the outages.  Per the LES service regulations, LES does not guarantee uninterrupted service and is not liable for any loss or damages caused by the power outages.  We discussed a back up plan or alternate locations that she could go during an outage so she wouldn’t miss work, however, her job is 100% remote with no local physical location to go to during an outage.  LES installs distribution lines underground and converts existing overhead lines to underground when it is practical and cost effective to do so. We strive to make the best decisions that balance near term costs with long-term performance and reliability for all our customer owners. We are currently checking to see if her area is part of any of LES’ ongoing OH to UG projects.  A manager will follow up with the customer regarding any construction details in her area.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  July 31, 2024 I called in to report a power outage at my home address. On August 1st LES left me a message complaining that I had reported the outage using a phone other than the one that was listed on my account. ( No POWER NO PHONE)They asked me to call them back an add a new phone number to my account. The number they gave me to call back did not allow me to talk to anyone just an automated BS number so I went into the office to correct my contact information. The could care less that i was out of power( We will get to you when we have time on the power outage!!!!! she said with a laugh but lets get this phone number corrected because this is serious business.. The lady that I talked to laughed and joked about the message and the fact that I was out of power was no big deal. I lost over a $1000 in meat in my freezer. You get an F- for customer service.

  

  Business response

  08/19/2024

  We know power outages are stressful, especially when they last long. LES prioritizes power restoration efforts on what will bring the greatest number of customers back on at once, not by location or neighborhood. Once critical infrastructure and areas of largest impact are identified and restored, we address isolated cases, such as individual homes and businesses needing equipment repairs or tree removal. The 80+mph windstorm caused severe damage to powerlines and trees, leaving more than 33,000 customers without power in and around Lincoln, and our teams didn't stop until every last customer was restored.  We assure you that we take each customer's request seriously and help our customers any way we can. Reach out to us at ************ or *********************** for any further questions or comments. Thank you for your time.

  Customer response

  08/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: It did not address the complaint at all.  Why was their main concern during the power outage having me update a phone number. This is just a random generic response that they could have sent to anyone.  Please have them respond about the message they left for me about the phone number and the rudeness of the person in the office when I went in to correct the phone number..  Several years ago one of their transformers went through the roof of my garage and they paid nothing.  LES is a joke. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  3/4/24 - 3/7/24 - was notified of possible disconnect, went online to pay with debit card and it said scheduled, I checked that afternoon and it said pending, the following morning it showed approved. Then my power got shut off and I looked at my account and it did not show a payment to the balance. I called customer service and was told my bank card was blocked and to use a different credit card. I then tried to pay online using my V**** account, the payment showed it processed, then 10 hours later it rejected, finally processed using a family members credit card. I was then charged $130 reconnect fee and $45 returned payment fee on my next bill. 5/22/24 - was notified of possible disconnect. I went online to make payment, my bank account was rejected, my credit card was rejected, my boyfriends bank card was rejected. We had to drive 6 miles across town (no other locations) to go in person to settle the bill. I was told when I arrived that they use a 3rd party company to receive payments and that the 3rd party company has a block on my account and that LES could not do anything, but we could pay in person. We explained that we tried several different payment types and were rejected by them all. They said that I had too many returned payments and that's why the 3rd party company blocked me. I restated that we tried several different payment accounts and LES then claimed it was my banks fault. We asked to talk to someone who has access to modify the account, they refused and said they couldn't do anything. I asked how I am supposed to pay (not in person) and they told me to mail a money order. I'd like access to pay my bill online and LES refuses to give me that option or to talk to anyone that can work with the 3rd party company with me. Please note: All of the accounts tried had sufficient funds at the time I was attempting to pay with them.

  

  Business response

  05/23/2024

  Hello,

  I called ******* today and we discussed the details of her account.  I unblocked her online account so she can make payments moving forward.  We talked about a couple of payment methods that she has been using and the returned payment reasons of non-transaction account and do not honor and she will follow up with her bank if needed.  

  LES is going to waive the returned fees totaling $45 and the disconnection fees totaling $130.  I told H****** she will see these adjustments on her next bill.  Her current balance of $107.42 will be covered and the remaining credit will be applied to her next bill.  

  I gave ******* my name and title at LES and told her she can call and ask for me if she has any future questions.

  Customer response

  05/24/2024

   
  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

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are charging me a high facilities charge for my apartment because the tenant before me had high bills. The people before me was a family of 4. I live on my own by myself. I called and talked to someone in customer service and she told me it will not be reviewed for months. She said everybody goes through it. Why are they not changing this when they have a new tenant. I don’t think I should be charged based on a family of 4.

  

  Business response

  08/10/2023

  This customer moved into an apartment that was previously occupied by a family of four and her daily electric trend indicated she is using much less energy than the previous tenant.  The facilities charge for this unit was at a level 1 prior to the family of four living there and there have been recent updates made to the air conditioner.  At the customer's previous location she was using energy at a facilities charge level 1 as well.  

  After reviewing the account with the customer and having an energy analysis done, her account has been adjusted to a facilities level 1.  Per customer feedback, she is satisfied with the result of this action.  

*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. ↩