BVU Optinet

I live at 113 Willow Oak Court in Bristol, Va. I notice you have utilities workers here removing trees in a neighbor's back yard. This is something that needs to be done at my home and my sisters, because if they fall they will be damaging both our homes. I have asked several times since we have been here but to no avail. Would you please send someone to look at these trees, they are not sound and I am certainly afraid they will fall. This is a formal request, I have made request before by phone and in person to workers who have been here.
Thank you, Phyllis Allen

Review: ok I have been waiting on our electric bill, after not getting one I got a late bill saying that I owed 232 dollars for a bill from last month. we use the same items in are small trailer and are electric does not really spike. we have 1 income in the trailer we live in. Our first bill was 159 to 170, the second bill was 232, we did not receive the 2nd bill, just a late bill saying we had 10 days to pay or it would be cut off. after talking to them last month they said our bill would not be any higher than the month before and then it jumped 60 to 70 dollars and the next one is even higher . we call a few time got some really rude people that basically said pay up or go get a propane tank what ever that means. I tried to ask why our bill was so high and so did my girlfriend, they gave us the run around and told us to call BVU's supplier, which was the T.V.A., and so we did and they said they had nothing to do with BVU billing and that they where just passing us along to get us off the phone. Finally after 2 days of arguing back and fourth on the phone, talking to many different people, which told us all different things ,we talked to a supervisor. The supervisor said that from reading our current kw usage

(and as long as we havent done anything different, which we havent, if anything we cut further back) that there was no way to caculate the cost to what BVU has billed. So he implied something was wrong with the meter, because that was the only way that the caculation would be off by more than a few dollars. So he sent out a tech who checked our meter, the meter is 100%. So calling back the supervisor, he said there is nothing else he can do. So now I have a supervisor, a tech, that both work for BVU, plus I have my recordings of the KW usage that do NOT add up to any where near what BVU has billed. The tech and the supervisor agree but can not offer me a solution or a reason. So if no one can tell me how or why what I am using does not add up to what BVU charges and I have a supervisor and a tech support tell me that it does not make sense, then why should I be held responsible for KW, I didnt use?? When the end of the day came, and mind you I have been on the phone or in person with BVU for almost 3 days straight now, they end the conservation by telling me, to get a propane tank if I dont want to pay the BVU bill. So if they can not explain how they are getting the amount due if it does not match our KW usage, then tell me why I should have to pay for KW that are unknown?

Before moving to [redacted], we had BTES. BTES has the same rates as BVU, give or take a couple bucks for KW usage, and we never paid over 154, our normal bill ran about 80-125. We never paid over 154 even in the winter months. 154 was our highest and 1 time only winter bilL, the rest were between 80-125. So this does not make sense. BVU is ripping people off by the millions and they do not have to explain it???Desired Settlement: To only pay for what we actually use in KW.

Business

Response:

The customer has called several times to ask questions about their bill and we provided them steps to calculate the bill with the rates including kWh and FCA. BVU went onsite and performed a free meter test (normally 40.00) in which we met them onsite to perform. The meter tested out at 100.02% accurate. We waived the late fee of 10.86 because they stated they didn't receive their bill. The supervisor explained this information to the customer and they understood at that time. This was an hour and half phone call and I can provide the record call if needed. The onsite tech and supervisor gave her advice on alternate heating sources to lower her electric usage. I can't find where the supervisor or the onsite tech advised her that anything was wrong with the meter or the bill.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The meter is not the issue. The issue is that there is no way a small family like ours can use this much electricity. It my husband, myself and our dog. We started recording our meter hourly/daily and our recordings do not match BVU. When we approached BVU with this, they agree but fail to offer a solution. Our bills month to month match last years bills for this residence almost exactly. However, we were not living here at that time. BVU states that this is a normal bill for this time of year and do not offer any other solution and rudely implies, "if we dont like it, we should get a propane tank." Once we proved to BVU we were recording our own meter and the calculations were off, they agreed but offered no explanation. All they tell us is we cant do anything. There has to be a point to where some one, some where can explain to me how they are getting double the amount of usage then what is recorded. BVU is ripping people off and do not care. Out of all the problems, legally, BVU has had, someone should look into them, or replace them. They are the only electric company in our area, and I feel like they are just charging whatever and doing whatever, simply because they can. This is unfair and unjust. If we used that much electricity, we would pay it with out complaint. However, we know we are not using that much. A family that has to wear 2-3 layers of clothing, use 10-15 blankets, go without heat, should not have 200-300 hundred dollar electric bills. This is a monopoly!! Its a bad day in America when american's have to go without because company's take advantage of the system! We are in fear of even complaining against the company, in fear that they will shut off our electricity. Does that sound fair or just??? No not all! We have always paid our bills, always. When we lived in [redacted] and went through BTES, we never had a bill over $117-$150, and they have the exact same rates as BVU. Living on Virginia side, we have less stuff to use for electricity, so our bills should be lower but ironically they have doubled! We think we at least deserve for the company to address the issue and for them to at least explain, but all we get is basically, if you dont like it, move. What a way to run a company!

Regards,