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NTW Store #59

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NTW Store #59 Reviews (8)

Dear Mr***Thank you for your inquiry and your patience while we gathered information and documents from various sourcesPEC operates as a not-for-profit energy distribution cooperative, and our cost to do business is recouped primarily through member bill payment. To be more transparent,
PEC has made changes to the bill format over the past few years by showing the individual components of standard charges listed on the billThese new line item components have not been rate increasesIn fact, you may not be aware that PEC has decreased costs to members eight times since December After the most recent Cost of Service and Rate Design Study was completed in November 2015, the bill format was again revised in June to show a separate line item for the transmission cost of serviceUntil then, this cost had been included with the base power cost. The delivery charge is associated with PEC's substation and distribution line costs while the transmission cost of service is associated with utilizing the *** transmission system. The cost is determined by and is a requirement of the *** *** *** *** It amounts to about cents per kWh and all members are billed this charge. PEC’s policies and procedures, including our rate structure, are reviewed and approved by Legal Counsel and our Board of DirectorsYou may select the hyperlinks included in this email for additional information: May bill insert and How to Read Your BillFor your reference, we have attached copies of the bills reflecting capital credit distributions for the last years to Account *** Retirements are made according to our Capital Credits Policy.Concern for Community is one of our Principles of a CooperativeOne of the ways we give back to our member-owners is through our annual PEC Scholarship Program that offers graduating high school seniors the opportunity to apply for a scholarshipTo be eligible the student must have a parent or guardian who is an active member of PECFunding for PEC's contributions comes from various sources, including but not limited to employee contributions as well as unclaimed monies that the State has returned to usBecause we cannot credit or use that return for other member accounts, we use it for charitable contributions.In addition to receiving your concerns online, your concerns to County Commissioner *** *** were also forwarded to meI understand that you do not prefer to have a discussion over the phone; however, if you have additional questions or would like to discuss in detail by phone or in person the overall design of our rate structure with our PEC’s Rates and Pricing Manager, *** *** she can be reached at *** Extension 5187, or by email at ***Thank you for being a valued, engaged member-owner of Pedernales Electric Cooperative.Sincerely,*** ** *** | PEDERNALES ELECTRIC COOPERATIVE, INC

Member was contacted by phone on September and Mr***'s request was honoredAttached is the follletter that was mailed to Mr*** today, October 4,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

I apologize. We did not respond to the Revdex.com complaint and I take responsibility for that. The member had called the day before and we basically explained the usage in question that was also referenced in the Revdex.com complaint and gave suggestions. Have a great day,[redacted]...

[redacted]

Complaint: [redacted]
I am rejecting this response because: As of this time, I have not heard from PEC. They advised they'd call within 3 days, and I have not received a phone call. 
Regards,
[redacted]

The payment history, contact notes, and resolution are under review by management to determine possible options for the member's request. The member will be contacted by phone or in writing within 3 days.

Member was not available at the first attempt to reach by phone. Further research to find the call he is referencing was not successful. Response emailed today to the Member in an attempt to acquire additional details to address the customer service complaint. If the member at that time would like...

to submit a damage claim, I will send a form for his completion and Service District review. PEC response emailed to Mr. [redacted]. From: [redacted] Sent: Friday, March 18, 2016 6:11 PM To: '[redacted]' Subject: PEC Response Dear Mr. [redacted]:On February 19, the Revdex.com forwarded your concerns regarding the power outage that occurred at your location on February 18. I apologize for the delay in sending a written response to you. I initially attempted to reach you by phone shortly after I received your complaint and have since reached out to other supervisors to assist with determining in our phone records whom you spoke with during or after the outage occurred.You may not be aware the outage you experienced was due to a fire at the transformer, which then ignited the pole. We understand that power interruptions are frustrating and strive to minimize the amount of time that members are without power. While we continue to improve the reliability of our distribution system, circumstances beyond our control can occur, and we regret any inconvenience caused by the fire-related interruption.In the event you should experience another outage, feel free to visit our Power Outage Center, on our website or call 1-888-883-3379. Also, please keep current telephone information on file so the system can quickly identify your account and the service location that is affected. Updates during major outages may also be available on the Coop’s  Facebook  orTwitter pages. Please click here for a Power Outage Checklist provided by the American Red Cross.As a reminder, when you are experiencing an outage, keep refrigerators and freezers closed as much as possible. An unopened refrigerator will keep foods cold for about 4 hours. A full freezer will keep the temperature for about 48 hours (24 hours if it is half full) if the door remains closed.You mentioned you received unacceptable customer service from one of our staff members. Because our full-time Member Services Agents do not work 24-hour shifts, we utilize a contract service to manage high volume calls if they occur after hours. We have been unable to find in our records the agent you spoke with on February 18 and respectfully ask that you contact me at 1-800-868-4791, Extension 5078, with additional details including the person’s name or time of day the conversation took place. I am available Monday through Friday between 8 a.m. and 5 p.m.Providing excellent member service is important to us, and we apologize for the inconvenience and frustration that you experienced. I look forward to speaking with you so we can take measures to ensure employees and contractors adhere to our core Cooperative principles. Our Vice President of Member Services, [redacted], is aware of your concerns, and I will be contacting him with any additional information I can provide to rectify this matter.Sincerely, [redacted]Member Services Supervisor - HeadquartersCorrespondence/Web SupportPedernales Electric CooperativeP. O. Box 1 l 201 Avenue FJohnson City, Texas  78636Toll Free: 1-800-868-4791, Ext. 5078[redacted]www.pec.coopDSB:bsc

The customer should have been contacted by the corporate office and given instructions on the rebate, there are explicit instructions on how to go about receiving a rebate, I am not sure what went wrong. We have many,many customers who receive them every month? This is not something done at the...

store level, however I am the store manager and will reach out to the customer directly and resolve this at my store. This is the first I have heard of this incident. [redacted], Store Manager[redacted]

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Address: 217 W Central St, Natick, Massachusetts, United States, 01760-3769

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