ComplaintsforEntergy Arkansas, LLC

• Initial Complaint

  02/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A new meter was installed on my business last summer. There have been issues with my service ever since. In November I contacted customer service with complaints about duplicate charges and unauthorized changes to the auto draft payment I had set up. Since the new meter installation, my meter has been estimated every month. An agent admitted seeing multiple issues with my account and assured me that I would be contacted by someone who could help. In December I called trying to get a resolution. I was told that I was on a list to receive a call back but that their list was very long. It is always very very difficult to get a hold of a person with Entergy, and even then the person is unable to help resolve issues. Today is February 20. I've had to contact Entergy numerous times trying to get restoration of power after my house burned. The first report taken was somehow never recorded. The second report was taken and I was told that I would receive restoration that same day. This is three days later and I still can't get clarification about restoration of power. I'm told it should be restored within three days. I have spoken with five representatives today, and I still get a best guess as far as restoration time.

  Business response

  03/16/2022

  Business Response /* (1000, 8, 2022/03/13) */ Account XXXXXXXXX..The meter was changed to an AMI meter on 3/15/2021. The account was reviewed the billing history is inline with last years usage. The current meter reading is 29,268. The last meter reading was on 2/21 25,466. Account XXXXXXXXX..the new meter was installed on 2/21/2022. She reported the house burned on 2/16. Consumer Response /* (3000, 10, 2022/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not active correspondence. I pay for a service and expect to be able to speak with a human regarding issues. I am still waiting for a phone call that was promised to me five months ago. Business Response /* (4000, 12, 2022/03/15) */ The information that has been given is accurate. Ms. ****** can contact Entergy Customer Service at XXX-XXX-XXXX Monday-Friday 8am-5pm to speak with a customer service representative for further assistance. Consumer Response /* (4200, 14, 2022/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted Entergy twice since my original complaint but was told that I had to wait to be contacted by someone with higher authority. It took over an hour each time to speak to a human, and the representatives that have answered my calls have not been able to answer my questions. They have looked at my account and told me that I am on "the list" to be contacted. This basic communication in response to my complaint with the BBB is not appropriate customer service. It actually proves my point that Entergy no longer services it's customers adequately. They know that residents do not have another option for service, and that even though we are paying customers, we must pay what they charge and accept their subpar customer service.

• Initial Complaint

  01/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Thursday, January 27 my service wire were cut without notice from my home address. Entergy claims that they're not responsible for the wires being cut but they won't come out to repair it despite numerous attempts to have someone come out and restore my power. Due to their policy about infants and people with disabilities, they're not supposed to turn off any service. My complaint is strictly based on this information and that the company refuses to respond in a timely manner despite numerous calls and online reports. I work from home and therefore loss three days wages because of the power being out and they're disregard for children living in the home.

  Business response

  02/14/2022

  Business Response /* (1000, 5, 2022/02/08) */ Notes on account:1/2022 07:52:33 CST ******** ***** ******** Two technicians investigated. Bare wire is exposed at meter can. This must be fixed before it can be reconnected. It is unsafe to re-energize until this is repaired. Note: Permit required also. Service was reconnected on 12/31/21. Customer can file a claim for loss wages online at www.entergy.com. Claims Department will investigate.

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year I was on an installment just because I didn't tell them I paid it they made me pay it again n now tryin make me pay $221 more than told

  Business response

  03/08/2022

  Business Response /* (1000, 13, 2022/03/08) */ The account has been reviewed . In July an installment plan was created for $933.93 for 12 months in the amount of $78.11 (11 months) and $78.19 (1 month). A disconnect notice was mailed 12/9 advising the past due balance and the remaining installment plan amount is due. Mr. ***** made a partial payment on the account and reestablished the installment plan for the amount of $613.38 (3 months at $153.34 and 1 month at $153.36. The first installment plan was not paid in full. The balance on the account is $389.71 due on 3/31/2022. Consumer Response /* (3000, 15, 2022/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) That installment was already paid n February of 2021 n couple months later they stuck me with it again tha supervisor told me tha reason they charged me again is cuz I didn't call them

• Initial Complaint

  01/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I called Entergy to add my name to an account that was already on my property. It was under my parents name and I was going to take it over. They said it was connected to a well and would be under farm and transferred me to another department. That department failed to inform me there was a $220.00 minimum deposit before proceeding with the new account. Had they informed me of that I would have simply had my father add my name and changed the PO box billing address. We called multiple times. Got different stories. Talked to about 8 different people. They said once it was done there wasn't anything they could do and we would be forced to pay that amount. We have never missed a payment in our lives on anything, but they said because it was industrial we had no option and that 220 was the lowest option. The bill averages 30 bucks a month. They said after 13 months we'd get that credited back on our account. Then the next person said that didn't apply on industrial. Only when the account closes would we get that money back, but it's on a family property and we plan to own this indefinitely.

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2022/01/31) */ I reviewed call customer made to Entergy on 12/17. The customer was quoted the $220 deposit. This account is a non residential account and all non residential accounts require deposits. I have sent in request to have the deposit reduced from $220 to ***** The deposit will remain on account until it is closed out. Consumer Response /* (2000, 7, 2022/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  01/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have contacted this company 4 times 3 out of the 4 they said a crew would be out to turn our power on, we have a meter box on the house already and need the meter installed. It's been 15-17 degree weather this time of year and our house gets cold. We should not have to have a meter box installed when the **** house came with one as they are trying to say we need to do.

  Business response

  02/14/2022

  Business Response /* (1000, 7, 2022/02/04) */ On 01/28/22 local office advised customer to call back when ready. Ms. ******* stated they were not aware an electrician would have to come out and do work/repairs before the service can be installed.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Entergy crushed my driveway giving me no access to my home. I can not move in it now. They told me to build this driveway so I put the last of all my money in it. Even returning Christmas gifts. I've given notice to my landlord I'll be out by the 1st but now my driveway is not usable. It was when I bought this house. Now it isn't. I've filed a complaint but am having to wait. This is unacceptable. We were told they weren't bringing a bucket truck they drove Nissans. They brought a bucket truck. Now I'm stranded.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2022/01/05) */ I contacted our Claims department and their response: I spoke to the customer last night she was sending the information needed to the wrong address and for some reason even after I gave her the correct email none of the email addresses she used would work so I gave her my cellphone number and she sent them in a text. I will upload and try and get this taken care of today. Consumer Response /* (2000, 7, 2022/01/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) We were able to reach an acceptable agreement.

• Initial Complaint

  12/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Entergy was called out to exchange a 3 phase power pole to a 1 phase power pole for this address. Upon taking nearly 6 moths to get the job scheduled, they arrived to begin the work. Once they started digging the ground they punctured the water line and septic tank of the neighboring home and flooded our side lot with grey water and sewage. It took nearly a week to get a plumber out and they also contacted the city. They stated that the issue was resolved and resumed with completing the power exchange work. I have contacted several employees who were on the job, multiple times including supervisor, ***** ****** and site manager, ******** No one cares to have the plumber come out or even to respond. Sewage and water have been flooding our lot for over 3 weeks. We can no longer park our work vehicles there. This morning out trailer was stuck in the mud and cost us a $4500 job as we could not get our trailer out in time due to negligence on their behalf. This is not only harming our business but creating an unsafe environment for our employees who are working near a SEWAGE leak.

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2022/01/05) */ This complaint is being handled by Claims. The customer was contacted and claims is waiting on the pictures and the receipt for the driveway. Not received. Claims will reach out to customer again. Consumer Response /* (3000, 7, 2022/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) No request was sent for any photos or documents. An email was sent from the claims department asking if I would like them to start a claim, to which I responded to "Yes Please" and have not received any further communication. Business Response /* (4000, 9, 2022/01/11) */ I pulled information for another complaint in error. ***** ******** will have to file a claim with the claims department. The customer can file online and then a claim can be opened and customer will be contacted.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Entergy was contacted in Oct 202 to disconnect service at this residence yet leave on the night watcher if possible. The Help! Were to be removed from the house so the residence could be torn down. I have called each week, sometimes several times a week concerning this matter. I am either on hold for 1 to 2 hours only to be hung up on or have someone to tell me that the work order is scheduled on the particular day of my call! There is not a supervisor available for me to speak to and a new work order always has to be completed when I am on the line YET, the wires are still not disconnected from the house! This is costing time and money as well as the fear of someone going inside and getting hurt. I cancelled the insurance because of the schedule to be demolished. We need help!

  Business response

  01/04/2022

  Business Response /* (1000, 10, 2022/01/04) */ Reviewed account and orders are scheduled to be worked on 1/4/22. They have not been worked. I have contacted the workgroup in charge of scheduling work to get this scheduled as soon as possible. Consumer Response /* (3000, 18, 2022/01/24) */ As of today, January 24, 2022, the wires are still attached to the house at *** XXXXX ******* This is the same problem that I was explaining to you when I filed this complaint! They do not work their orders. All they do is give you dates and never follow through! This is such a simple job! I just need the wires detached from the house to rear it down. This is costing the family extra money because the fee has gone up because we have been waiting too long! PLEASE HELP! Business Response /* (4000, 23, 2022/01/31) */ The work order shows completed 1/5/2022 for *** XXXXX ****** *** We removed meter and service. If the meter is still on the house please send meter number for Entergy to verify. Consumer Response /* (2000, 25, 2022/02/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) The wires were supposed to be detached from the house so the house can be torn down because the wires were live and needed to be tied back to the pole. We were informed that this had to be done by the power company. Is this not correct?

• Initial Complaint

  11/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  12 request by phone and app for security lighting. Emergency due to theft and trespassing. No response. No action. No security. Bad business

  Business response

  01/11/2022

  Business Response /* (1000, 12, 2022/01/04) */ I have contacted our lighting department with email: Customer has contacted Entergy numerous times for a nightlight install. He had filed a BBB complaint. No install order found on account. Please contact customer as soon as possible XXX XXX XXXX.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Since August of 2021 we have been trying to get Entergy Arkansas to relocate our existing electrical service to enter our home from a different location on our property. We are remodeling this house and the existing electric line is running across the top of a new garage we are building and a section of the house that we need to construct a new roof on. There has been an engineer from Entergy out x 2 to the property and her boss also came out. But we hear absolutely no answers from them. Initially we were told they just needed 3 days notice and yes this was a service they would do. And yet here we are almost to December and nothing. It is costing us a great deal of money not being able to complete our construction project. We have roofers coming out but they cannot complete the job because the roof isn't constructed because of the electrical line. We have an electrician just waiting to rewire the house...can't be done because we don't have the new circuit breaker box location. We cannot finish the garage which we need dried in for materials storage. We cannot complete sheathing, siding, plumbing, absolutely nothing until the electrical service is moved. We have tried on multiple occasions to get resolution with the company but unsuccessfully. You have extensive waiting periods to even be able to talk with a person, then I cannot tell you the numbers of times that I have been either hung up on or disconnected or sent to their "satisfaction survey". We are left with the option of having our service disconnected (they will do that for us) and purchasing generators to run from or dangerously working around live wires. I have no idea what we do at this point. I have never dealt with a company with such horrible customer service in my life!

  Business response

  01/06/2022

  Consumer Response /* (2000, 18, 2022/01/03) */ I called Entergy on Wed, Dec29 and was told that our request had to go through the tech dept. I talked with the tech dept and was told all they could do was file a complaint. My son was able to get through to a customer service manager and almost before he was off the phone I got a call from the local Entergy people and they came out almost immediately and hooked us up. Locally they did not know that we were ready for hook up. So after a grueling experience we have electricity again. There are definitely huge issues with Entergy!!! Locally the people that actually do your work are great but unfortunately that is where it stops.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩