Complaints

• Initial Complaint

  05/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Tree trimmers, supposedly contracted thru PVREA, trespassed 8:45-9 am this morning, May 2, 2024, and irreversibly destroyed personal property, using a cherrypicker bucket to cut off large limbs from my 100-yr old crabapple tree in full bloom and no doubt introducing pathogens into the tree. I had NO NOTICE from PVREA and did NOT give any consent. Dropping branches could have endangered my safety and that of my animals. It took several minutes standing beneath their bucket, yelling, and waving before the men noticed me. I told them to stop and get the h*** off my property and away from my tree. I called PVREA and was told by an outsourced answering service that someone would call me back (obviously, they haven't yet). As this--trespassing and tree destruction, without notice or permission-- has happened before w PVREA, I asked for the name of a supervisor or manager; she didn't know. She said they were in a meeting. She said someone would call back. PVREA has some serious customer relations problems.

  

  Business response

  05/02/2024

  May 2, 2024
  
  Better Business Bureau
  ********************************************************

  *******************, CO 80528

  
  RE: BBB Complaint ID: ********
  
  Greetings:
  
  I am writing in response to the complaint filed against Poudre Valley REA on May 2, 2024. We take member concerns seriously and appreciate the opportunity to address this matter.
  
  Upon investigation, we confirmed that a call was received at our overflow call center at 8:52 am on May 2, 2024, regarding tree trimming at the complainants property. The call concluded at 9 am, and we understand the complainant was unable to speak with a supervisor immediately. We sincerely apologize for this inconvenience.
  
  However, a supervisor did make contact with the complainant by phone at 9:30 am on May 2, the same day. During the call with the supervisor, the complainant requested to update the email on file and the change was made.
  
  As per standard procedure and confirmed by email records, Poudre Valley REA did send an email notification to the email address on file at the time alerting the complainant of upcoming tree trimming in their area. The email notification includes information about Poudre Valley REAs right-of-way maintenance and vegetation management practices that are required to ensure the continued safety and reliability of our electric system.
  
  In addition to the follow-up phone call performed by a supervisor and the original email notification, we are also attempting to coordinate a time with the complainant for Poudre Valley REA to come inspect the work that was performed and see if additional maintenance is needed. A crew has been assigned to this work order and has been made available, per complainant availability, as early as tomorrow (Friday) morning.
  
  Poudre Valley is a member-owned electric cooperative dedicated to providing our members with exceptional service. Please contact me with additional questions.
  
  Warm Regards,
  
  
  *******************
  VP, Member and Government Relations

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