Complaints

• Initial Complaint

  07/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Wish I could give a 0 star. Just now we have been in a heat advisory for over 2 weeks. I signed up for auto pay and it didnt go through - they shut off our power when its 102 degrees at 2pm in the afternoon without ANY notification! When I told them its illegal to shut off electrical in a heat advisory they claimed that their super that monitors that kind of thing says there is none! LOL Obviously he does not live here because even the *********************** gave a notification!!!! They claimed they called and emailed and yet NO emails AT ALL in ANY of my email boxes and no record of even a missed call on my phone and NO voicemail. They said they would be kind this one time and only charge me $50 instead of $110 reconnect fee! HOW SWEET!! This company is a fraud and I pray that another company comes and takes all their business. I will be the first to go. I am looking for alternates as we speak. I cant deal with this antiAmerican antiChristian company any further.

  Business response

  08/10/2022

  August 10, 2022
  
  Ms. *************************
  656 FM 1441
  *******, ** 78602
  
  RE:  BBB Complaint 17638814
  
  Dear **************,
  
  We are in receipt of your complaint referenced above that was filed with the Better Business Bureau on July 29,2022, raising concerns over Bluebonnet Electric Cooperative, Inc.s (Bluebonnet) service interruption fee and the decision to disconnect your service due to non-payment during a heat advisory.
  
  Bluebonnet Electric Coop takes the health and well-being of its members very seriously. Your service was disconnected for non-payment on July 27, 2022. Although Bluebonnet Electric is not governed by the ************************** their regulations for disconnection of services are followed.  Disconnection of service for nonpayment does not occur if the ************************ has issued a heat advisory for any county in Bluebonnets service territory, or when such advisory has been issued on any one of the preceding two calendar days. None of the fourteen counties in our service territory were under a heat advisory at the time of your disconnect. The online local conditions for weather in ******* shows that the high on July 27, 2022 was ***** at 3:55 PM.
  
  You owed a balance of $227.33 that was due by June 27, 2022.  A late fee of $11.37 was assessed on June 28, 2022. Bluebonnets records show that you received a courtesy call (a voicemail was left at ************) on July 5,2022, concerning your outstanding account. You made partial payments of $100 on July 5, 2022, and $50.00 on July 9,2022, leaving a balance of $88.70 (which remained unpaid and resulted in the disconnection of service.)  You were subsequently billed on July 10, 2022 for the amount of $234.36, plus the outstanding balance of $88.70, plus a late fee of $11.72. I am attaching documentation showing the email notification which shows to be read by the recipient and the bills and reminders mailed to you for your reference. Bluebonnets records further show that this account was set up for auto pay on July 28, 2022. As of the date of this letter, the account balance is $0.
  
  Section 305.F of Bluebonnets tariff provides that if a *************** is disconnected for non-payment, service will not be reconnected until the amount owed is paid in full, together with a service interruption fee of up to $180 and a deposit, if applicable, for each meter to be reconnected.  As a courtesy, we offered to reduce your service interruption fee to $55.
  
  Should you have any further questions or comments on this matter, please do not hesitate to contact me at *********************************************************

  
  Best regards,
  
  *****************************
  Manager of Member Operations
  
  CC: Better Business Bureau
  
  Attachments

• Initial Complaint

  02/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Absolutely disgusted with the customer service provided every single time they were contacted.They dont care about their customers whatsoever and will cut off your electricity during an ice storm just to make extra money ($100+) off of the late fees.Then proceed to charge you an additional $300 deposit fee on top of that. When I called to ask that it be removed, I was told that they couldnt remove it but could split it into an installment plan.I would switch companies if I were able to, but they have a monopoly here.Highway robbery

  Business response

  03/08/2022

  March 8, 2022
  
  
  *************************
  324 FM 969 Unit A
  ******* ** 78602
  
  RE:  BBB Complaint 16808165
  
  Dear ************,
  
  We are in receipt of your complaint referenced above that was filed with the Better Business Bureau on February 25, 2022, raising concerns over Bluebonnets service interruption fee and deposits charged after disconnection.
  
  Your service was disconnected for non-payment in June 2021, January 2022 and February 2022.   Section 305.F of Bluebonnets tariff provides that if a *************** is disconnected for non-payment, service will not be reconnected until the amount owed is paid in full, together with a service interruption fee of up to $180 and a deposit, if applicable, for each meter to be reconnected.  As a courtesy, we did not charge any additional deposit after the first disconnection. Section ***** states that if a member is disconnected for non-payment, the member may be required to provide additional deposits prior to reconnection of service.  After the second disconnection, a flat $300 security deposit was billed to your next billing invoice. Per the tariff, deposits will be refunded to you if all bills are paid for service for 12 consecutive ********,without having service disconnected for nonpayment and without having more than one occasion in which a **** was delinquent or upon final termination of service, provided that all amounts due the Cooperative have been paid. We offered to allow this deposit to be paid in installments of $100 a month for three months, beginning in March 2022.
  
  Bluebonnet strives to work with its members and provides options for payment arrangements to avoid disconnection for non-payment. Please reach out to Bluebonnets ****** Services to discuss these options at ************. Should you have any further questions, please do not hesitate to contact me at *********************************************************
  
  Best regards,
  
  
  
  *****************************
  Manager of ****** Operations
  
  CC:  Better Business Bureau

*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. ↩