ComplaintsforEntergy Arkansas, LLC

• Initial Complaint

  11/16/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  For the record, our Entergy account is my Dad's name. However, in 2020, my Dad became ill and was the hospital from July to November 2020 and from November 1 to 14. When my Dad became ill, I took over paying his bill. On November 1, 2021, I contacted Entergy Of Arkansas to pay our Entergy monthly bill over the phone through Bill Matrix. The voice prompt said that we do not owe anything on our November Entergy Bill. I was suspicious. I decided to pay $150 (what I paid last month) in lieu of not receiving a bill and to keep my bill ledger balanced. It worth nothing that Entergy of Arkansas in the past three months have been sending their e-statements late. And no, Entergy Of Arkansas email are in my spam folder. In regards to regular mail, our Entergy Of Arkansas bills that come in the mail have arrived a month later after last months bill be paid (i.e, October Entergy Bill came in the mail on October 16. On November 16, 2021, I was astonished that I received in the email inbox that my bill was $24.00 and it was due on the 24th Of November. I have no problem paying the bill. My concern and complaint is that why is Entergy of Arkansas sending both via email and by regular our bills so late. It is missing up my books. It is worth noting that I have contacted the Public Service Commission of Arkansas regarding this matter.

  Business response

  12/02/2021

  Business Response /* (1000, 5, 2021/12/01) */ We do apologize for any inconvenience this may have caused Ms. *******. We were experiencing technical difficulties, that caused the bills to be delayed and this has been resolved. I am unable to provide any other information regarding this account due to the Privacy Act. Consumer Response /* (2000, 7, 2021/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Right now, I had to escalate this matter with the Public Service Commission to get this resolved

• Initial Complaint

  11/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We received a new "smart" meter in April 2021. The supposed smart meter malfunctioned and the company began to estimate our energy usage. After our first month of a $25 bill, we called concerned that something was wrong. We didn't want to be saddled with a larger bill later on. We talked to a representative that told us not to worry about it, it was probably just a credit. After a few more low bills we called, and once again were told it was nothing. We received our September bill and it ended up being almost $400! The company had added all of our previous usage after fixing the meter... The faulty meter they let sit for close to 6 months. They had been estimating our bill for 5 months. I called to find some type of resolution and after being lied to once, I was able to get an extension on our bill and a promise that I'd have an appointment on Oct. 18 with a technician to survey our meter. I was home all day on the 18th and no technician showed. I did not receive a call of notice that one would possibly be there. We checked our repair ticket diligently, and it never changed from pending. I called to inquire about the no show and was transfered twice before getting an automated message about an "emergency" then hung up on. My husband, who was home the entire week after, never received a call about a technician. We paid the balance of the faulty meter bill, but we have been given the run around for TWO MONTHS and given false promise of a solution for the issue that we tried to bring up to the company more than once. Now we're down $250 for our Christmas budget.

  Business response

  12/10/2021

  Business Response /* (1000, 8, 2021/12/01) */ We do apologize for any inconvenience this may have caused Ms. *****. The months of July, August and September readings were estimated, due to the meter reading error. On October 13, the meter was changed, and the final reading was obtained. The bills were corrected based on the final reading and the months of July, August and September were adjusted. The current balance on the account is $151.64 due on 12/15/2021. Ms. ***** can contact Entergy Customer Service at 800.368.3749 for further information regarding this account. Consumer Response /* (3000, 10, 2021/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) We should never have received such an outrageous bill. There should've been at least a partial credit taken from the bill due to the error of the company. And calling Customer Service does nothing but leave me on hold for an hour then hanged up on me after being transferred twice. Do better Business Response /* (4000, 12, 2021/12/02) */ I do understand, however there is no credit that can be given. There was usage on the meter at the time of the meter changed, that was billed to the account.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My street and a couple surrounding streets lost power on 11-10-21 at about 11:30p.m. and was notified that power would be restored at 1:00a.m. 11-11-21. After waking up to no power at 7:00 a.m. and a alert on my phone that power had been restored, I contacted Entergy and I was told that it would be restored between 8:30 a.m - 9:00. am. (11-11-21). I received another notification that power had been restored but it had not been and I contacted my neighbor and his power was and at this time still out as well. Contacted Entergy again and was told it would be 11:00a.m. - 1:00p.m. All I ask is that Entergy cover the cost of food that was lost due to their system incorrectly reporting that my power was on and in fact it was not.

  Business response

  11/23/2021

  Business Response /* (1000, 5, 2021/11/16) */ The customer can file a claim on www.entergy.com. It will be handled through our Claims Dept.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Around September 3 - 4, 2021 Entergy workers cut limbs from trees in my back yard, which fail on the powerlines. In disbelief we watched the Entergy workers cut the lines as the one female rep looked back at my house when a limb hit the powerlines and sparks came from my breaker box. After the 3 time the female Entergy came to the front door and ask if she could turn off the breaker box. I had no idea what damage this actually caused to HVAC. Around Sept. 5, 2021, I called a HVAC company to look at my 2 A/C units that had gone out. When the HVAC guy came out to service the units he said both units were burnt out. At, the time he mentioned it was weird that both units went out at the same time, considering I had replaced one of the units in June 2021. My remedy at the time was to buy 2 pre owned units, which did not hold up very well, but I had no choice because the heat temps were so bad. Near completion of the units being installed. I informed the HVAC rep I had seen some sparks from light switches in the house, every since the Entergy workers cut the limbs that fail on my power lines. The HVAC rep, reminded me he thought it was weird both units went out at the same time. He told me to contact Entergy because they limbs hitting my powerlines is the reason my HVAC unit were brunt out. Around Sept. 8 - 10, 2021 I called Entergy and made a claim for reimbursement. After calling back several times I spoke with a ***** ***** at (XXX-XXX-XXXX) who told me Mr. ******* is assigned to my claim. Since Oct 12, 2021 I have not been able to get Ms. ***** or Mr. ******* on the phone. I have been calling twice a week, I have either been put on hold for 45min - 2 hours or my call are disconnected. I would like 2 new A/C units (condensers) and a professional electrician to check my home for any electrical issues. I would like for Entergy to pay me $9,500 for the equipment and service or they can buy the equipment and have it installed by a HVAC company of their choice.

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/11/23) */ We do apologize for any inconvenience this may have caused. Ms.******** will need to contact Entergy Customer Service to file a claim at ************* Monday -Friday 8am-5pm. Consumer Response /* (3000, 7, 2021/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is clear the Entergy Representative did not read my BBB compliant. In my BBB compliant I stated my Claim has been assigned to Mr. ******* (Entergy Reimbursement Department), Who has not contacted me since I filled the claim on September 5, 2021. The reason I filled the BBB complaint is because I have not received a response from Entergy regrading my claim. I would like for Entergy to pay me $9,500 for the equipment and service or they can buy the equipment and have it installed by a HVAC company of their choice. Business Response /* (4000, 9, 2021/12/01) */ The information has been sent to Entergy Claims department and will make contact with ******** ********.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I moved into a new duplex 4 months ago from a much larger home. My 1st bill was for 19 days and was $23.67, then my next bill was for 29 days and was $38.10, next one was for 30 days and was $69.23 then this last one was for 27 days and was $263.22. I went out and looked at my meter and contacted them when i noticed that the reading was showing that I had used 2557kWh in that month alone, and in the previous months combined I had only used 818 kWh in 3 months. So they are saying that I used more this month (and was on vacation 1 week of that month and not home) than I did for the past 3 months. Oh and that was for only 27 days. I asked why the reading did not deduct the previous meter reading . And they said that they set a new meter??? But can not tell me why. I am the first person to live in this duplex, so we know that the meter is not old. I do not leave lights on, I unplug items if I am not using them, I run a load of laundry every other day. I also had my thermostat set at 78 during the day and 74 at night. I feel that they somehow messed up my reading. One person in a new construction duplex can not run up a bill higher that I ever had in my much larger home that had 3 people living their and someone home 24/7, and had lights on in a chicken house, nights lights on a pole etc. But this bill is higher than I ever had in the past 6 years?? Plus I get home from work at 6 and go to bed at 9 so I am not home enough to have a bill this high with how I conserve energy.

  Business response

  11/16/2021

  Business Response /* (1000, 5, 2021/11/09) */ The account has been corrected based on the readings that was taken on 11/8. The billing periods from June-October has been corrected. The September -October was corrected from 2557 kwh to 698 kwh. The corrected bills will be mailed to Ms. *****.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I set up new residential service and never received a bill. I called to inquire about a bill and learned that my apartment number was incorrect. I was on hold for an extended period and finally assured that the apartment number was corrected and a new account set up. The apartment complex Chenal Place added the outstanding charges for the correct apartment to my rent and I paid it that way. I was told by Entergy Arkansas that I would begin to receive a bill for the correct apartment and still have not. Sadly I received a call from a collection agency that confirmed it was for the incorrect apartment number that I NEVER lived in. I offered to provide my lease, for them to call apartment office to confirm, whatever necessary to resolve. I spent over an hour on the phone trying to resolve. I value my credit and am not happy with a collection for something that is not mine. Why is it so difficult to get new service at the correct address?

  Business response

  11/16/2021

  Business Response /* (1000, 5, 2021/11/08) */ ******** ******* on 7/18/2021 via internet applied for service on 7/18. The service location was **** ********* *** *** **** *** ******* can contact Entergy Customer Service at 800.368.3749 Monday-Friday 8am-5pm to turn on the service at the correct address.

• Initial Complaint

  10/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am filing a complaint on Entergy. I truly believe this company is getting more money than expected of me. First, in my opinion, Entergy charges way too much. So, I had solar panels installed in July. I was told by the company that Entergy will have to come out and inspect it to make sure that everything was installed correctly BEFORE turning the panels on. Well, August past, and then September past. Meanwhile, I am getting bills. So, I had called Entergy. Entergy proceeds to tell me that they came in Entergy. The engineer only left a note stating that I do have solar panels on my house. The engineer did not activate anything. The reason I was given why they did not activate my solar panels was because of Hurricane Ida. Entergy is not trying to solve this problem at all and getting money (twice) out of me.

  Business response

  11/02/2021

  Business Response /* (1000, 8, 2021/10/26) */ We have received the application and it is in process. It can take up to 30-60 days for the account to be on net meter.

• Initial Complaint

  10/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On X-X-XXXX I paid Entergy my normal monthly bill for $751. which actually was an overpayment of $ 285. On X-XX-XX they billed me for $2198 saying it is for 4 month's I immediately called and had to wait 30 plus minutes to get to a live person to discuss the issue. The CSR said they had been having problems with the automated system way to resolve this would be to extend my due date and let the system correct itself. I did not like this resolution and let her know, but she said it was the only way. Periodically since 8-25 i have tried calling entergy but the wait times are ridiculous as sometime as high as 104 minutes. I have talked to numerous CSR;s and asked for a supervisor, they all put me on hold and I was cuttoff the line. I had asked several times if I get cuttoff for someone to please give me a call back because of the difficulty reaching them. Today is the cuttoff date for my power. I have a letter dated 8-26 telling me it was their issue. Now the best they will do is 6mths

  Business response

  11/02/2021

  Business Response /* (1000, 5, 2021/10/24) */ The installment plan has been re-established for 12 months in the amount of $135.67 added to the bill each month. The current balance on the account is $170.40 due now.

• Initial Complaint

  10/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Called Entergy to have power started at my new residence October 4, 2021. Was scheduled for October 7, 2021 to have a tech come out and install power. Day of the 7th, no show by the afternoon, called and was on hold for over an hour to be told the tech has until 7pm to do the job. No one ever showed. Called the morning of October 8th. Was told there was an emergency the tech was rerouted to and my service was on the schedule to be done that day. Called back around 2:30pm, no show again. Was told to call back around 3:30pm and request to speak to a supervisor if the tech had not made it. Called back around 4pm, after a 1 hour and 50 minute wait, I was told all departments were closed and would have to call back again on Monday. So called this morning, October 11th, the customer rep told me that Service Tech Supervisors don't exist, and my work order was still on the schedule to be completed today. Still no power and its 4:30pm october 11!

  Business response

  11/02/2021

  Business Response /* (1000, 5, 2021/10/24) */ The service was installed on 10/15/2021. Ms. ******* can contact Entergy Customer Service at 800.368.3749 if she has any additional questions regarding her account.

• Initial Complaint

  09/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been 2 weeks without electricity as of 9/20/21 as entergy has refused to turn on service. I have called multiple times trying to get through and to which they respond with telling me I have to wait for the verification office. The office called me once and got hateful then hung up the phone. Since then they have done nothing to get my service turned on. Not only have I gotten sick, my boyfriend has also gotten sick. We have lost all of our food, and multiple kittens as well due to the heat. They have now closed my case while having me on hold due to not having documents from a landlord which I don't even have and they have never asked for. We can not continue to go without electricity, and before they canceled for no reason they continued tell me it would be 24-48 hours for the past 2 weeks.

  Business response

  10/12/2021

  Business Response /* (1000, 8, 2021/10/04) */ This applicant was held twice by Verification. Account XXXXXXXXX and XXXXXXXXX were reversed out of system when the verification dept. did not clear applicant. Applicant has to apply for service again. Notes on account says account held for documentation and large bill of $3,331.24. VERIF HOLDING FOR CA ********* ****** ****** @XXXXXXXXXX; HOLDING FOR CA XXXXXXXXX ********* WILL ACCEPT 50% AND PROVIDE A DPA FOR THE REMAINING BALANCE

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