Rock Energy Cooperative

Rock Energy Coop sent me my bill with finale payment date for past due billI paid by the dateThey then contacted me by phone to tell me I had to pay current balance in days or they were shutting off my service When I called back they stated even tho the payment was not due technically for until May th (today is 1st) that was their ruleHow is this legal??? Then of coarse if they shut you off you have to pay times your highest billThey say because they are a coop they don't have to follow any goverment rules like commed or Nicor ! When is this going to stop

September 21, 2017Dear Revdex.com:This letter is in response to Case # [redacted] filed by [redacted] ***, who receives natural gas service from Rock Energy CooperativeI cannot speak specifically about Mr [redacted] account because of privacy laws, but I can provide general information regarding the trip charge he mentions.Rock Energy modified natural gas service at Mr [redacted] residence at his request on September The day before he was sent an email that stated: “We will reconnect to your piping and leave the gas turned off to the customer valve (right side) of the meterYou can break the zip tie, remove the red tag, turn the gas on and relight.” Rock Energy services natural gas equipment up to the outlet of the meterAnything beyond that is the members’ responsibility.Because Mr*** was not at his residence to relight the pilot light after the work was finished, the technician could not turn on the gas for safety reasonsDoing so could have caused a dangerous situation by letting highly flammable gas escape into the airIn this case, members need to turn on the gas themselves or hire a qualified person to perform the work.If a member calls us and requires one of our gas technicians to return to the site to turn on the gas, the member is billed for the technician’s time and travel expenseThe member is informed of this “trip charge” during the phone call, and a technician will not come to the site without verbal approval.The complaint filed with the Revdex.com requests that the service charge be removed from his accountFor the reasons stated above, Rock Energy will not do this.Please let me know if you have any questions or need additional informationAlso, please update Rock Energy’s website address listed on the Revdex.com websiteIt is www.rock.coop.Sincerely, [redacted] Manager of Administrative Services

I paid Rock Energy $ to install an updated Gas meter at my home, I told them at that time that I had no tools or a way to turn the gas back on, and that they would need to turn the gas back on before they leaveThey refused to do thatThey came back to turn the gas back on about hours
laterNow they are trying to attach a $ what they call a "trip fee" to my gas bill for turning my gas back on ? This is totally Unfair, I am not be responsible for that chargeI never agreed to that charge, verbally or on any work order in writingWhen the service man returned to turn on my gas back on, their was no mention of any $ " Trip charge" at allHe just turned the gas back on and leftIt was not until the next morning when I called Their office that I found out that the $ " trip charge " was on my billTotally took me by surprise, when I asked them to remove it from my bill they refused

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 to live in Rockton, Il and when I have a problem with ROCK ENERGY I get the run aroundThis winter I had to get help for my utilities, and now for some strang reason you can go from 14,16,18,and then 30,32,and then when you call you get told one time that that read every day 8:to 8:and the next time you call its every hours and know the lastest they read sometimes every to days but get charged every single day if you cant get a reading then how can you charge someone every single DAY.All they are doing is screwing people over'and are getting away with itThey need to go back to Wisconsin and leave Illinois alonePut every one her back on COMED, at least I knew what my bill was going to be that month and not les just see what we can get from the poorDid you it don't matter where you set your thermoset at it only matters what the tempis outside so we have our temp.in the house at and won't turn on until its in the house, that's fine for us because we have a finished basementThey still charge we 32,30,26,KW a day and the air in our home don't turn on until at lest or in the afternoon it helps when it stays cool in your home until thenYou still get the run a round ALL I CAN SAY IS YOU'RE LIKE A CASE OF THE FLU, ALL YOU WANT TO DO IS GET RID OF IT AND STOP #$%^#$# ON YOUR SELF O by the way I'm a prepaid customer because your Il office wanted $just to turn it over to my nameLike I can pull $out ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

This letter is in response to Case #filed by Jon S***, who has received electric service from Rock Energy Cooperative since December I cannot speak specifically about MrS***’s account because of privacy laws, but I can provide general information regarding policy for setting
up a new membershipRock Energy Cooperative is a not-for-profit utility and requires that someone receiving energy be a member of the cooperativeTo do this, those wishing to apply for membership must comply with all rules, policies and regulations which includes the making of any required deposit or feeAt that time of application new members are required to have a credit screening to assess the credit risk and determine if a deposit will be requiredNew members who score in the minimum credit risk category are not required to pay a depositNew members in the medium credit risk are charged a deposit of $for each utility service, and those new members that score in the high credit risk are charged a deposit equal to two (2) times the highest monthly billing at the requested serviceAll deposits are to be paid prior to the service being energized in the applicant’s nameA member’s deposit will be applied to their account, after twelve (12) consecutive months of credit history with no more than one late payment during this period or credited against a final bill if the member movesAll new members have two optionsThe first option is to pay a deposit based on their personal credit record and to be billed on a monthly basis for the energy they consumePrepaid billing is the second option we offer our new membersIt is a pay-as-yplan, which allows members to pay for energy as they use it, the same way they buy groceries and gasolineMany members prefer this type of account because they decide how much to pay and when to pay it, often making small biweekly, weekly, or even daily payments instead of paying one larger bill each monthWe started offering this very popular option as a solution for members who are facing financial difficulties because it eliminates the need for deposits and late fees and provides an extremely flexible payment planMembers must maintain a balance in their prepaid account from which their daily usage is subtractedWhen their balance gets within five (5) days of calculated usage, they receive email and text alerts as well as voicemails that they need to add money to their accountAgain, members receive five days of messages indicating their balance is getting lowWhen their balance gets to zero, their service is disconnected at noon the next dayTo reconnect, members simply need to make a payment on their prepaid accountThe payment can be as much or as little as they choose, and payments can be made by phone or Internet hours a dayAfter payment is made, service is reconnected quickly, often in as little as minutesThe complaint filed with the Revdex.com lists the consumer’s desired resolution as: “I don’t think it’s fair to require dollars for no services rendered and I would like the deposit dropped with an agreement to only pay for services rendered”.” Please be advised that the member, Jon S***, has chosen to go on the Prepaid billing program which does not require a deposit and he is only paying for what he uses dailyThis meets his resolution requirmentsShould MrS*** agree to release his Rock Energy Cooperative account information to the Revdex.com, we would be able to provide specific information about why a deposit was required and other details related to this situationPlease let me know if you have any questions or need additional informationSincerely, Barbara Uebelacker Communications Specialist

April 5, 2017Dear Revdex.com:This letter is responding to the latest comment in Case #*** filed by *** ***, who received electric service from Rock Energy Cooperative (REC) from July to March 2017.As stated in our original response, Ms*** was billed based on her actual electric usageIt is our understanding that the apartment she is referring to utilized electric heat, which would contribute to the high usage in her complaintHer bills were generated by actual readings, so there is no reason for Ms*** to get money back.Please let me know if you have any questions or need additional information.Sincerely,*** ***
Communications Specialist

September 21, 2017Dear Revdex.com:This letter is in response to Case #[redacted] filed by [redacted], who receives natural gas service from Rock Energy Cooperative. I cannot speak specifically about Mr. [redacted] account because of privacy laws, but I can provide general information regarding the trip charge he mentions.Rock Energy modified natural gas service at Mr. [redacted] residence at his request on September 13. The day before he was sent an email that stated: “We will reconnect to your piping and leave the gas turned off to the customer valve (right side) of the meter. You can break the zip tie, remove the red tag, turn the gas on and relight.” Rock Energy services natural gas equipment up to the outlet of the meter. Anything beyond that is the members’ responsibility.Because Mr. [redacted] was not at his residence to relight the pilot light after the work was finished, the technician could not turn on the gas for safety reasons. Doing so could have caused a dangerous situation by letting highly flammable gas escape into the air. In this case, members need to turn on the gas themselves or hire a qualified person to perform the work.If a member calls us and requires one of our gas technicians to return to the site to turn on the gas, the member is billed for the technician’s time and travel expense. The member is informed of this “trip charge” during the phone call, and a technician will not come to the site without verbal approval.The complaint filed with the Revdex.com requests that the service charge be removed from his account. For the reasons stated above, Rock Energy will not do this.Please let me know if you have any questions or need additional information. Also, please update Rock Energy’s website address listed on the Revdex.com website. It is www.rock.coop.Sincerely,[redacted]
Manager of Administrative Services

Rock Energy Coop sent me my bill with finale payment date for past due bill. I paid by the date. They then contacted me by phone to tell me I had to pay current balance in 2 days or they were shutting off my service . When I called back they stated even tho the payment was not due technically for until May 11 th (today is 1st) that was their rule. How is this legal??? Then of coarse if they shut you off you have to pay 2 times your highest bill. They say because they are a coop they don't have to follow any goverment rules like commed or Nicor ! When is this going to stop.