Intermountain Rural Electric Association

Initial Business Response / [redacted] (1000, 6, 2015/12/14) */ The customer's disputed billing will be removed and billed to the correct party Our records show a call on June 12th from the customer to put service into her nameNo call was received in July, when the sale of her home took place, from either the customer or the new ownerNeither party contacted IREA until late OctAt that time, we altered the billing for the current tenant to go back to the last read date within the billing system, which is common practice in these casesIf several billing cycles have taken place in the interim of IREA being notified of a change of ownership, IREA's practice is to correct billing as of the last read date as going back to the actual modate requires extensive rebilling and it is not practical for IREA to do on a consistent basis IREA relies on the customers to inform us when service should be disconnected or transferredWe do not have the staff to research the owners and/or tenants of every service locationHowever, we made an exception in this customer's case We apologize for any confusion or inconvenience and believe the issue to be resolved Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their response even though they actually returned my bill stating no pymt was enclosed when I wrote on the bill that the property was sold & the dateI think their staff just didn't take the time to notate the calls by me nor themselves nor notate the returned bill to me which fell in the timeframe of the saleI don't like businesses to use the excuse that they are understaff because that is showing they have poor business practices

Service reliability is very important to IREA and we work toward improving it every day. As we do not yet have a fully automated system, we often rely on our customers to report power outages. According to our records, this customer has not called us since 2014; therefore, we were not
aware of the issues being experienced. We have contacted the customer and will be sending someone out to check her service to see what we can do

The account details for Case #*** have been reviewed. The previous owner of the location called to have service stopped on 11/10/ On the day the order was scheduled to be worked, the new owner had not called to have service transferred into his name. However, the
serviceman did leave the power on with the understanding the new owners would call that day to put power into their name. When no call had been made as of 11/13/17, power was disconnected. The new owner called at 4:pm to put service into his name and the power was turned back on as quickly as possible IREA’s servicemen work until all reconnection requests are fulfilled; however the workload does not allow them to be dispatched immediately upon request. As same-day service connections are unavailable due to workload, customers are required to call pritheir modate. Our website highlights that we accept moreservations up to days in advance. We understand that many customers work until 5:pm, so our call center is open from am to pm so customers can call us outside of their working hours. IREA will waive the $reconnection fee that was charged because of the inconvenience; however an additional $credit will not be applied as no error was made by IREA

Revdex.com Complaint Case #***To whom it may concern: The account details for Case #*** have been reviewed. The customer was told on October 19th, that her account would be paid with an automatic draft on October 27th, 2016. However the customer had returned the automatic draft
authorization too late to draft on October 27th, and service was disconnected for non-payment on November 3rd.The Consumer Services representative to whom the customer spoke was inexperienced and should have checked the status of the customer’s auto payment The customer then paid with a check for $to have service reconnected. This included a reconnection charge of $65. On November 4th the check was voided and returned to the customerBecause the disconnect occurred as a result of our error the $charge was reversed on the account along with a $charge that had been billed when the Notice of Discontinuance notice was issued. The customer then submitted a payment for $on November 9th. This payment was for electric charges only. Since we did not cash the original check and payment was only made for electric charges on the second check, there is no need to refund the fee amounts as the customer requested. We have also corrected the customer’s credit history to remove any adverse credit events. We sincerely apologize to the customer for any inconvenience caused during this time. Steps have been taken to insure this situation will not happen in the future. At this time we have not received any claims regarding food spoilage or lost wages

Complaint: [redacted]
I am rejecting this response because:because I got the info at 5pm on friday and they are not open on weekend. it gave us no time to transfer service with our lives being affected. with out cause we could have transfer infomation if we had infomation since none was provided.I could not take proper action. that why I believe that I should be charged. the option to start service in a timely manner was not given.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/12/14) */
The customer's disputed billing will be removed and billed to the correct party.
Our records show a call on June 12th from the customer to put service into her name. No call was received in July, when the sale of her home took place, from...

either the customer or the new owner. Neither party contacted IREA until late Oct. At that time, we altered the billing for the current tenant to go back to the last read date within the billing system, which is common practice in these cases. If several billing cycles have taken place in the interim of IREA being notified of a change of ownership, IREA's practice is to correct billing as of the last read date as going back to the actual move-in date requires extensive rebilling and it is not practical for IREA to do on a consistent basis.
IREA relies on the customers to inform us when service should be disconnected or transferred. We do not have the staff to research the owners and/or tenants of every service location. However, we made an exception in this customer's case.
We apologize for any confusion or inconvenience and believe the issue to be resolved.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response even though they actually returned my bill stating no pymt was enclosed when I wrote on the bill that the property was sold & the date. I think their staff just didn't take the time to notate the calls by me nor themselves nor notate the returned bill to me which fell in the timeframe of the sale. I don't like businesses to use the excuse that they are understaff because that is showing they have poor business practices.