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Pedernales Electric Cooperative

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Pedernales Electric Cooperative Reviews (5)

Response letter mailed 12-(See attached)December 17, 2014 Ms*** ***-*** *** *** *** *** *** Dear Ms***-***: As you may recall, after you contacted the Revdex.com regarding your unfavorable
experience with our agents getting your automatic payment issue resolved, Member Services Supervisor, *** ***, called you on October to address your concernsAs discussed, automatic payment information was updated and the associated return fee and negative impact to your creditworthiness were reversed. Now that your automatic payments are functioning properly again, I wanted to take this opportunity to personally apologize for the inconvenience and frustration you have experienced from not receiving the level of customer service we strive to provideYou are a valued member, and your concerns are our concernsWe are committed to excellence, and member feedback is one way we know where we are succeeding and where we fall short. Like you, several members have had issues with certain aspects of our member portal, and I am pleased to let you know that by mid-year 2015, we will have transitioned to a new software system with a more user-friendly member portalIn conjunction with the transition, we are also focusing on extensive customer service training. We wish you a Very Merry Holiday Season. Sincerely,*** ***Vice President, Member Services ED:dsbV99/MSJC

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.

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

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

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