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 FCABVU went onsite and performed a free meter test (normally 40.00) in which we met them onsite to performThe meter tested out at 100.02% accurateWe waived the late fee of because they stated they didn't receive their billThe supervisor explained this information to the customer and they understood at that timeThis was an hour and half phone call and I can provide the record call if neededThe onsite tech and supervisor gave her advice on alternate heating sources to lower her electric usageI can't find where the supervisor or the onsite tech advised her that anything was wrong with the meter or the bill
I have reviewed the response offer made by the business in reference to complaint ID ***, 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 issueThe issue is that there is no way a small family like ours can use this much electricityIt my husband, myself and our dogWe started recording our meter hourly/daily and our recordings do not match BVUWhen we approached BVU with this, they agree but fail to offer a solutionOur bills month to month match last years bills for this residence almost exactlyHowever, we were not living here at that timeBVU states that this is a 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 explanationAll they tell us is we cant do anythingThere 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 recordedBVU is ripping people off and do not careOut of all the problems, legally, BVU has had, someone should look into them, or replace themThey are the only electric company in our area, and I feel like they are just charging whatever and doing whatever, simply because they canThis is unfair and unjustIf we used that much electricity, we would pay it with out complaintHowever, we know we are not using that muchA family that has to wear 2-layers of clothing, use 10-blankets, go without heat, should not have 200-hundred dollar electric billsThis 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 electricityDoes that sound fair or just??? No not all! We have always paid our bills, alwaysWhen we lived in *** and went through BTES, we never had a bill over $117-$150, and they have the exact same rates as BVULiving 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, moveWhat a way to run a company!
Regards,
*** ***
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.
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 FCABVU went onsite and performed a free meter test (normally 40.00) in which we met them onsite to performThe meter tested out at 100.02% accurateWe waived the late fee of because they stated they didn't receive their billThe supervisor explained this information to the customer and they understood at that timeThis was an hour and half phone call and I can provide the record call if neededThe onsite tech and supervisor gave her advice on alternate heating sources to lower her electric usageI can't find where the supervisor or the onsite tech advised her that anything was wrong with the meter or the bill
I have reviewed the response offer made by the business in reference to complaint ID ***, 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 issueThe issue is that there is no way a small family like ours can use this much electricityIt my husband, myself and our dogWe started recording our meter hourly/daily and our recordings do not match BVUWhen we approached BVU with this, they agree but fail to offer a solutionOur bills month to month match last years bills for this residence almost exactlyHowever, we were not living here at that timeBVU states that this is a 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 explanationAll they tell us is we cant do anythingThere 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 recordedBVU is ripping people off and do not careOut of all the problems, legally, BVU has had, someone should look into them, or replace themThey are the only electric company in our area, and I feel like they are just charging whatever and doing whatever, simply because they canThis is unfair and unjustIf we used that much electricity, we would pay it with out complaintHowever, we know we are not using that muchA family that has to wear 2-layers of clothing, use 10-blankets, go without heat, should not have 200-hundred dollar electric billsThis 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 electricityDoes that sound fair or just??? No not all! We have always paid our bills, alwaysWhen we lived in *** and went through BTES, we never had a bill over $117-$150, and they have the exact same rates as BVULiving 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, moveWhat a way to run a company!
Regards,
*** ***
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.