Turlock Irrigation District

The Turlock Irrigation District strives to provide excellent customer service. We are cognizant of how important electricity is to our customer's daily lives. Unfortunately there are times when circumstances require service to be disconnected. In an effort to avoid disconnection of service and...

resulting fees, TID provides our customers with the following notices prior to disconnecting their service:
The initial Electric Service statement is issued (due and payable within 25 days)
Approximately 30 days from the initial Electric Service statement date, the following months Electric Service statement would be issued
The following day, a Delinquent Notice is issued for the initial Electric Service statement. The statement notifies the customer that they have 15 days to pay their past due amount to avoid disconnection of service.
The Disconnected Notice is issued 7 days after the Delinquent Notice is issued. The disconnect date is reaffirmed to the customer.
If the customer has not contacted TID to request to make payment arrangements on their account, a courtesy call is made at least 2 business days in advance of disconnection of service.
Both of the Delinquent and Disconnect notice states that if service is disconnected, a full cash payment including applicable charges must be received at a TID office by 4:00 p.m. on weekdays before service will be restored. If a customer does not pay by 4:00 p.m., the customer can elect to have their service restored that evening by paying an additional $125 or avoid this fee and wait until the next business day.
Sincerely,
[redacted]
Customer Service Department Manager

This service has been inspected and the District has not been able to substantiate this customers’ claim of power theft behind the meter.

Review: Please add these witnesses to claim + letter from TID witnessed the meter running [redacted] or [redacted] and [redacted] supervisor [redacted]8

Please not every [redacted] is 100.00 to 160.00

(A month there is no way my unit can use that amount.

Neighbor in #9 witnessed meter + that amount. Line crew on the Feb 1st on my lot [redacted] neighbor in #10 witnessed line crew on lot Feb 1st.

Both neighbors called both [redacted] +[redacted] No response - no curtesy – call – nothing [redacted] Supervisor [redacted] Supervisor [redacted]Desired Settlement: These two people will lie and cover up the power theft behind meter quoted by [redacted] received this letter on Feb 22 2016.

Business

Response:

This service has been inspected and the District has not been able to substantiate this customers’ claim of power theft behind the meter.

Review: My service was disconnected because I didn't pay my bill on time. I went in to TID to pay the pay bill that same day around 3:30pm in order to restore my service but was told that it needed to be paid before 4:00pm and it needed to be cash. I asked what time they closed and they said 5:30 and that there would be a $125.00 after hours fee to reconnect. I asked why I was being charged the after hours fee if they were still open and no one has to physically go out to my house to restore my service. I was told that 4pm is after hours even though they do not close the office until 5:30 and that if I wanted my service back on that same day I would have to pay it or wait until the following day. Not only are they taking advantage of the situation but they are rude about it. How can they get away with charging this fee if the office is still open and they literally push a button to restore service remotely?Desired Settlement: I would like everyone to know that this company is taking advantage of the consumer because they know there is a need for electricity and we are desperate so we will pay.

Business

Response:

The Turlock Irrigation District strives to provide excellent customer service. We are cognizant of how important electricity is to our customer's daily lives. Unfortunately there are times when circumstances require service to be disconnected. In an effort to avoid disconnection of service and resulting fees, TID provides our customers with the following notices prior to disconnecting their service:

The initial Electric Service statement is issued (due and payable within 25 days)

Approximately 30 days from the initial Electric Service statement date, the following months Electric Service statement would be issued

The following day, a Delinquent Notice is issued for the initial Electric Service statement. The statement notifies the customer that they have 15 days to pay their past due amount to avoid disconnection of service.

The Disconnected Notice is issued 7 days after the Delinquent Notice is issued. The disconnect date is reaffirmed to the customer.

If the customer has not contacted TID to request to make payment arrangements on their account, a courtesy call is made at least 2 business days in advance of disconnection of service.

Both of the Delinquent and Disconnect notice states that if service is disconnected, a full cash payment including applicable charges must be received at a TID office by 4:00 p.m. on weekdays before service will be restored. If a customer does not pay by 4:00 p.m., the customer can elect to have their service restored that evening by paying an additional $125 or avoid this fee and wait until the next business day.

Sincerely,

Customer Service Department Manager

Review: on tid website it advertises tid cares I beg to differ

my acct# XXXXXXXXXXXXXXXX [redacted] address [redacted] west ave south turlock ca XXXXX duplex april 2013 was recieved and as always between the dates of 18-24 payment is due and as always I call tid cust. serv and set up an ext on my statement it stated payment due apr.24 $134 what I failed to overlook was tid monthly bill statement had been changed very confussing and subtle I must say on the top portion states past due balance and due date as well as new balance which states due date of new balance is due on same day as past due balance which was very easy to overlook especially unaware of changes so in order to recieve an extension you must call day of past due date so on 4/24/2013 for ext. with the unpleasant older rep. who wouldnt tell me her name if I asked for nicely so as she looks up my acct her reply is nope no ext for you I said excuse me let me guess you read the statement wrong right which let me know I wasnt the only one so what are my options she says u have none she says are scheduled to be disconnected tomarrow when the tid tech gets there it will b his decision so about 9am on 4/25/13 tid tech named dave from tid turlock arrived I said sir if possible can u please allow tiill 4 pm to try and come up with the money he says why sure I can do that I suffer from anxiety which causes me to hyperventilate dave says youll be fine now they charge u a sheduled disconnect security dep. of $30 $25 reconnect fee and $25 tech fee dave says I know makes no sense to me either so in a matter of less than 24 hrs my electric bill went from $134 to $250 dave says I tell u what if u come up with the full amout of past due and current amount which dave callculated it to be $200 dave said ill be more than happy to waive the $50 deposit call down there and tell them that I said dave said that it was ok that way you will be caught up your balance will be current and you still will save $50 tell them to call me if theres a problem which there wont be they work with customers daily and I thanked dave so much and I recalled the unplesant tid customer rep. had said she said well its the tid tech decision now as if she was laughing in my face as if I was a lost cause so as the time was approaching I didnt want to forsake the kind act from dave so I sold a few of my personable belongings my 32" vizio flatscreen tv for$125 to afriend and my sons playstation for $100 pretty embarassing so I called down to tid and low and behold mz. unplesant was on the other side of the phone I said hello she says um unless u are outside walking in to pay the amountt you owe your payment will not be accepted because it is now passed 4pm so now your as of five mins ago you are now scheduled for disconnect 8 am so now to have service reinstated u will now need$350 ok enough is enough really by this time panic attack I said did u not tell me it was the techs decision she said ya and he said that if I pay my total amount due which he stated that he would waive the deposit o really I said yes and he gave me till 4 pm and he would be back she clicks the line comes back on and says ya dave he went home at 1 so why would u say he would be back at 4 dave wouldnt have said that knowing hes goes home at 1 and what reason does he have to go back to your house he has no authority to waive a deposit by this im irrate saying yes and it was also his decision you said but it turned out that dave was doing his job and the sad part about it is you can treat a customer for 4yrs any kind of way cause really what choice do I have tid is only provider at the end Of the day tid would not accept my total payment and 2 weeks later I was charged $134 total $334 in one mo. please help I live in a small duplex my bill for july is $485 please dont know what to tid offers me no help thank u so muchDesired Settlement: a fair examination I live in a duplex not a farm my neighbors bill is not even half my bill same square ft exactly the same doesnt add up if im entitled to recompensation please by all means credit my account thats all im asking im very conservative no light bulbs dark house all day my kids will quote me when the stove light is on low does any one work at tid they say no ok turn off the light

Business

Response:

Business' Initial Response

In an effort to address this complaint, TID has made multiple attempts to contact this customer and schedule an energy audit. Please ask this customer to contact Customer Service at 209.883.8222.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I have returned their call several times as well I even asked them on the voicemail to schedule an appt. Send me a date any day would be fine if we missed calls any day would be fine havent heard from tid since then tid called twice maybe 3 I will double check I saved messages tid may have attempted to contact me but tid did not follow thru o and tid sent me a tid application for tid cares a rate assistance I believe

Business' Final Response

An energy audit has been scheduled with the customer.