Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am having electrical issues in my apartment. It's almost been a month and I'm still having issues with my unit not functioning fully. I cannot use my stove. I cannot use my bathroom lights nor my kitchen lights or dining room lights. I cannot use my washer all outlets have shortages. Again this started around 10/31 today is the 25th of November and still no resolution. All my emails have gone unanswered and calling the office does nothing but provide false hope of a callback. This issue could cause a fire in my home and no one has provided me with a solution to fix the issue.

  Business response

  01/12/2025

  Dear **** ****** and BBB Representative,

  **** ****** is aware that we have already resolved her concerns, but this letter is written in response to her concerns given to the BBB.  Maintenance came out numerous times to resolve her concerns, which began on 10/31/24.  They secured a loose wire, reset the 100 Amp outside breaker box, replaced 4 light switches, replaced bath light fixture, installed 2x4 outlet box, re-sheetrocked ceiling hole, replaced the living room outlets, replaced outlets in the bedroom, shifted breakers, added dummy breaker to make box more secure, and checked wiring in attic.  After exhausting all electrical possibilities, **************** was called to resolve the concerns, because maintenance was absolutely sure that the issue was not inside the apartment nor was the issue before the outside meter.  *elow is the response from Marrgo, the supervisor for ******** Electric.

  This is Marrgo with ******** Electric, regarding **** ****** complaint regarding her power we were called out on 11-15-24 your meter has Oncor locks; we checked Panel, Disconnect and believe the issue is behind the meter. We called Oncor break a seal on 11-15-24 to remove the locks on your meter and again yesterday the 25th they are very busy and could not give us a date they could remove the locks. We have had ****** checking each day as ***** says they will call when removed but not always. This is out of our control as well as the apartments on when they remove the locks. If anyone besides ***** removes the locks there is a find up to $5,000.00 for tampering with their property. ****** called today around 1:30 said locks have been removed and we are scheduled back out today between 4-6pm. We understand your frustration and hopefully this will be corrected this evening.

  On 11/26/24, Oncor removed the lock, so ******** Electric pulled the meter socket and found a burnt wire on the * load side, replaced the damaged components, reinstalled the meter socket, tested, and states all is working.

  Thank you for giving us the opportunity to resolve your concerns.

  Sincerely,

  ****** ******

  Property Manager

  Bent Tree Park Apartments

*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. ↩