Guadalajara Equipment

[A default letter is provided here which indicates that the business has not responded to you directly If you wish, you may update it before sending it.] Revdex.com: At this time, I have not been contacted by Central Virginia Electric Cooperative regarding complaint ID [redacted] Regards, [redacted]

Revdex.com:
I have reviewed the offer and/or response 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
In the response from CVEC, they claimed that "Mr***" was unreachableMr *** was unreachable because Mr*** does not live at that address and Mr*** is NOT the account holderThe account through this company is with *** ** ***When my husband, Brent, set up the account, he gave them his correct PHONE NUMBER and his correct NAME and his correct MAILING ADDRESSSomehow, the company took down his name incorrectly (the bill we eventually received had *** ** *** on itnot *** ** ***), they had the wrong mailing address (sending the statement to Troy, VA instead of Palmyra,VA) which is why we never received the bill and they had the wrong phone number which is why we never received their courtesy phone call informing us our bill was due.They said in their response that electric was turned back on the next dayYes, it waswe would have preferred to have gotten it turned on that same night BUT they were closedWe are not unwilling or unable to pay our billWe do however, require that this company record the correct information from its customers and give reasonable notice before turning off electricityFailing to get the bill in our hands and then waiting a few days before turning off electric is not reasonable notice. I appreciate they are willing to waive the feeThis was my biggest issueEven though they made many mistakes, they were unwilling to waive the feeWe did, however, pay this feeAnd so, until I see the fee reimbursed to our account (which has not occured yet), I do not have confidence in the company and would like the issue to remain openedEspecially since in the response from CVEC, they referred to the account holder as "Mr***" which is not the name on the account. Thanks for your help,In the response from CVEC, they claimed that "Mr***" was unreachableMr *** was unreachable because Mr*** does not live at that address and Mr*** is NOT the account holderThe account through this company is with *** J***When my husband, Brent, set up the account, he gave them his correct PHONE NUMBER and his correct NAME and his correct MAILING ADDRESSSomehow, the company took down his name incorrectly (the bill we eventually received had *** K*** on itnot *** J***), they had the wrong mailing address (sending the statement to Troy, VA instead of Palmyra,VA) which is why we never received the bill and they had the wrong phone number which is why we never received their courtesy phone call informing us our bill was due.They said in their response that electric was turned back on the next dayYes, it waswe would have preferred to have gotten it turned on that same night BUT they were closedWe are not unwilling or unable to pay our billWe do however, require that this company record the correct information from its customers and give reasonable notice before turning off electricityFailing to get the bill in our hands and then waiting a few days before turning off electric is not reasonable notice. I appreciate they are willing to waive the feeThis was my biggest issueEven though they made many mistakes, they were unwilling to waive the feeWe did, however, pay this feeAnd so, until I see the fee reimbursed to our account (which has not occured yet), I do not have confidence in the company and would like the issue to remain openedEspecially since in the response from CVEC, they referred to the account holder as "Mr***" which is not the name on the account. Thanks for your help,RobinIn the response from CVEC, they claimed that "Mr***" was unreachableMr *** was unreachable because Mr*** does not live at that address and Mr*** is NOT the account holderThe account through this company is with *** J***When my husband, Brent, set up the account, he gave them his correct PHONE NUMBER and his correct NAME and his correct MAILING ADDRESSSomehow, the company took down his name incorrectly (the bill we eventually received had *** K*** on itnot *** J***), they had the wrong mailing address (sending the statement to Troy, VA instead of Palmyra,VA) which is why we never received the bill and they had the wrong phone number which is why we never received their courtesy phone call informing us our bill was due.They said in their response that electric was turned back on the next dayYes, it waswe would have preferred to have gotten it turned on that same night BUT they were closedWe are not unwilling or unable to pay our billWe do however, require that this company record the correct information from its customers and give reasonable notice before turning off electricityFailing to get the bill in our hands and then waiting a few days before turning off electric is not reasonable notice. I appreciate they are willing to waive the feeThis was my biggest issueEven though they made many mistakes, they were unwilling to waive the feeWe did, however, pay this feeAnd so, until I see the fee reimbursed to our account (which has not occured yet), I do not have confidence in the company and would like the issue to remain openedEspecially since in the response from CVEC, they referred to the account holder as "Mr***" which is not the name on the account. Thanks for your help,Robin

Thank you for the recent letter regarding the CVEC account 113221-for *** *** ** *** I had the opportunity to review our account notes and saw that Mr*** began receiving electric service on December 14, 2015. We sent a bill on January 5, and a second bill on February 5,
that contained a disconnect notice for the past due amount from the December/January bill. We also attempted three automated calls but there was no answer. At that time, we received the bills as returned mail and had a service man hand deliver both bills on February 17, 2016. CVEC waited another week to hear from Mr*** and then disconnected on February 25, 2016. Our records indicate that we were contacted the next day and restored service. As a member-owned utility, disconnecting for non-payment is a last resort and one that we attempt to avoid. We are willing to work with members and are available 24xby telephone *** online at *** and at our offices between 8:AM and 5:00PM I am going to have our Member Services group waive the disconnect and reconnect fee and apologize to Mr*** that we were not successful in contacting him. I understand that we have the correct billing address and current phone number and will work to ensure that our bills arrive in a timely manner and that he is contacted by phone if there is any issue with his account

Dear Ms***Thank you for returning my call today regarding Case# ***. I will recap our conversation below so you can send a reply to Ms*** ***. Ms*** has been delinquent on her account of months and has had two disconnect for non-payment in the last months. CVEC sent Ms*** an SMCC (serious medical conditions) form 11/07/but it was never returned so that she can be considered for additional extensions. Ms*** received her bill dated 3/23/for usage 2/20-3/20. The bill was due 4/13/17, but was unpaid. Ms*** incurred a late fee in the amount of $*** and she was billed again on 4/25/with the full balance of $*** due in days (5/6/17). Ms*** contacted CVEC on 5/at 11:a.mto ask for an extension. Her call was transferred to a supervisor and Ms*** asked to have her call escalated again since her extension was not approved. At 2:p.m., Ms*** was contacted by our Human Resources Manager (who oversees Member Services) and an extension was granted until 5p.m. on 5/12/17. The arrangement was satisfied and was closed in our system. Please let me know if you have further questions. Many thanks, Melissa *G**Communications and Administrative Services ManagerCentral Virginia Electric CooperativeP.OBox ***, VA ***.***.*** ext *** or ***.***.***

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Central Virginia Electric Cooperative regarding complaint ID...

[redacted]
Regards,
[redacted]

Revdex.com:
As you stated in your response, we have never made a late payment, in ** years! I still request that our security deposit be returned to us, as we pose no threat of non-payment. This was obviously a one time miscommunication. I would like to again request that the security deposit that I've paid be returned to me, based on our stellar account history and actions taken to ensure payment is received in the future. I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  br>
Regards,
[redacted]