Complaints

This profile includes complaints for Withlacoochee River Electric Cooperative, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Withlacoochee River Electric Cooperative, Inc has 7 locations, listed below.

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  Withlacoochee River Electric Cooperative, Inc

  14651 21st St Dade City, FL 33523-2920

• 

  Withlacoochee River Electric Cooperative, Inc

  30461 Commerce Dr San Antonio, FL 33576-8003

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  Withlacoochee River Electric Cooperative, Inc

  5330 W Gulf to Lake Hwy Lecanto, FL 34461-8504

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  Withlacoochee River Electric Cooperative, Inc

  PO Box 278 Dade City, FL 33526-0278

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  Withlacoochee River Electric Cooperative, Inc

  PO Box 100 Dade City, FL 33526-0100

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the electric company about a street light that was faulty and not working. Upon finding out it costs ten to 15 dollars to use/rent their light. I requested it be turned off, as to not charge my mother ***** on the bill living at the home I own and to which I put the power in my name. The street light has been off. Yet I come to find out we have been getting charged each month for over a year, and the company was rude, and won't work with me to credit the paid funds back for being over charged for service. We have been having a lot of issues and negative things happen with the company lately, and wish to make a formal complaint.

  Business Response

  Date: 09/03/2024

  After reviewing the complaint, we confirmed that the connection service order for the light was processed as informed. It is the responsibility of all members to report any non-functioning lights for repairs.The light in question costs $9.34 per month, including tax, and has been reflected on the consumers billing statements since the time of connection.
  We found no prior requests to disconnect the light, although the member has previously contacted representatives regarding billing questions. Upon receiving the members call, a service order was issued, and the light was disconnected the following day. No future charges for the light will appear on the members account.

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a new house, the electric panel is locked outside, and their employee on the phone kept telling me to go outside to the electric panel while it is raining and open it but then if I open it I have to break the seal so it counts as tampering. She told me that I have to open it in order for her to send someone out. But then dont break the seal because it would be considered as tampering with it. I am honestly speechless. This company is a joke and I cant use my credit card to pay for the electricity bill. This is unbelievable that they are the only company in the whole state of ******* that can be an electric provider. This company needs to train their employees. They have not informed me by email or anything saying that they will cut out my electricity. I ended up paying over 600$ in the same day after coming home from working all day.

  Business Response

  Date: 08/29/2024

  We have thoroughly reviewed the account and confirmed that our collection process was followed according to our guidelines. The member was notified prior to the delinquent disconnect on their bill. Additionally, a note was left at the residence two days before the disconnection, and a courtesy phone call was made to the phone number on file.
  

  We accept all methods of payment on our website and over the phone, including e-check, credit card, and bank withdrawals. Our representative attempted to assist the consumer over the phone, as they were unaware of the location of their breaker panel. When the field technician arrived, he explained how the panel and breakers work, and clarified the difference between the sealed and locked meter can and the breaker panel.
  

  A supervisor will be reaching out to the member to review the total fees paid. These fees included the past due bill, current balance, deposit, and reconnect fee, all of which are required to restore the account to good standing for reconnection. 

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My power was turned off without notice of any kind. They claim to have sent out a packet over a year ago for unknown reasons as we have paid on time every month for the last 15+ years. The only way we knew it was turned off as we were out of town was that we received a letter of our "last statement " that prompted our accountant to call in and learn it has been off for two weeks. No notice. No late payments. Nothing except some of the worst treatment anyone who has ever worked with the power company has ever experienced. When we called in because they would not speak with our accountant, we were on hold for over half an hour before talking to one of the most hostile representatives anyone could hire who claims they aren't at fault because when my husband passed away 6 years ago, they failed to switch the bill into our name. They then took our money for the last six years without sending a packet. Then they claim they sent a packet SIX YEARS AFTER HIS DEATH last August (a packet which we never saw, with no proof of delivery) which means they are apparently able to turn off our power without notice even though we're paying our bills on time. They have treated us like we are less than human. This is disturbing and we are fortunate no one was on CPAP or oxygen as they might have died. I'm not even asking them for compensation for the emotional and property damage, I'm just trying to get them to get our power back on and restore service. They were capable of sending statements for us to pay, but not capable of reaching us about whatever resulted in our service being cut off, yet they continue to argue rather than do what they need to do. This is outrageous and disturbing. acc number: ******* meter number ********

  Business Response

  Date: 08/15/2024

  We have reviewed the notes on the account and see that several attempts were made by phone, mail and notes left at the residence to resolve this issue before the account was disconnected. We had no other means to reach the account holder on file at that time. ************** was able to apply for service in her name and we reconnected with fees was waived as a courtesy due to the situation. 

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This electric company has failed to provide any policies on shutting off service. Aside from the fact they simply make it up as they go along they are unprofessional and disorganized. You cannot get a straight answer from anyone. I want to know who oversees this collective in the state where a formal complaint can be filed. I want to know when the next meeting is with the leadership that I will be attending. They also will need to replace the food I lost when they shut my power off.

  Business Response

  Date: 08/05/2024

  We have attempted to contact the member and asked them to call or come into the district office to speak with a manager. We have not yet received a response. We reviewed the account and verified our collection processes were followed. Our policies and fees are mailed to any members if an account goes past due along with a courtesy call before any collection trips are made. We encourage the member to call back once they are available. 

• Initial Complaint

  Date:07/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A third party (the owner of the building) cancelled our commercial electric account without our consent. When we brought this to the owner's attention, he called Withlacoochee River Electric Cooperative, cancelled the service he opened, and opened a new account in our name which required payment of additional usage, and repayment of a deposit and member fee which was back dated and due the same day. They allowed a third party to reopen an account in our name without our permission or consent. They allowed changes to our bill and refused to work with us on repayment of the same even though no action was taken by us.

  Business Response

  Date: 07/24/2024

  Once we were aware of the error made by the property owner, we attempted to contact the member before proceeding to correct the problem.  We have identified a few steps in our procedures that could be improved and spoken to our member care team on how to better handle the situation. Replenishment of the deposit and membership is mandatory for all commercial accounts and cannot be refunded. We again left our contact information for the consumer if they would like to discuss further.

• Initial Complaint

  Date:05/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Your company did not advise me of of my bill via email and when I called customer service their attitude was oh well you didnt get your email. Oh well you have to call back and get your email reinstated then when I spoke to the manager who didnt help any way at all and my issue is your app fails in operating issues where the customer **** to call your ********************** to get no resolution am I my job is to be able to help the residents have a choice between electrical service because your service locks in many ways and were stuck in using your company and I am going to use all measures. I have to try to bring in another company so customers can have a choice

  Business Response

  Date: 05/31/2024

  Thank you for bringing this to my attention.  I have looked into our records and find no one else whom we sent an e-bill to on that date failed to receive their bill. I did find that we had sent it out to your address on file which appears correct.  However, just because we sent it, does not necessarily mean you received the e-bill.  

  I am sorry for your inconvenience.  I have assigned someone to reach out to you to discuss this matter and see what we can do to improve our responses to your phone calls in the future.

• Initial Complaint

  Date:04/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was late with a payment in December 2023 and received a notice that I had to pay a $350 deposit. Despite all subsequent payments being on time, I was told that the deposit will not be returned until after 24 months of on time payments. This seems excessive.

  Business Response

  Date: 04/11/2024

  Thank you for taking the time to write.  We value your feedback and so we want to resolve this quickly for you.  Our records do not reflect the information you have outlined in your complaint.  We would be happy to discuss this further with you and attempt to resolve this difference between our records.  If our records are in error, we'll make it right.  Please contact ***************************** at our office, extension 6211 who is familiar with your request, to discuss this further.

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is charging me over $300 in fees due to a late payment for my electric bill. Each and every month I pay my electric bill on the same day of each month. I asked them if they could move my due date and was told I couldn’t, so I just pay it on the same day each month. It’s considered late, but if a late fee is assessed, I just pay it, no bid deal. Imagine my surprise when I have a $300 fee on my bill. I call and I’m told this was due to the late payments. As mentioned above, I pay the bill every month on the same day. It’s not like I’m going months without paying. I ask them to waive it and moving forward I’ll just pay on the due date, they say no. What this tells me, is that if a customer of theirs is truly struggling they add an insane fee they would not be able to pay. I asked for my due date to be moved, they said no. So I’m happily paying them monthly and paying the late fee which is more free money to them. I want this fee waived.
  

  Business Response

  Date: 03/28/2024

  I'm sorry for the inconvenience.  I also would be frustrated if I made a payment every and every month only to be accessed a $300.00 deposit.  The problem occurs because (1) the area this consumer lives in is read on a certain day each month.  The entire area, including her and her neighbors, all belong to the same route, and all are read on the same day.  (2)  We bill everyone within a particular route the day after we read their meter, a 30-day reading.  (3) As the consumer said, she is late each and every month so therefore, a deposit will be required if someone is consistently late with their payment. 

  This becomes a question of how to help this consumer within the constraints of our billing system.  With technology now developed and being adopted within the industry, it will be possible to move billing and due dates around as requested.  We just do not have that technology right now to adopt.  I do want this consumer to call *** ****** ******, phone number *** *** **** ***** to see if one of our other billing systems might fit this situation better.  *** ****** will remove the deposit requirement following that discussion.

  Customer Answer

  Date: 04/02/2024

   
  Complaint: ********
  
  I am rejecting this response because: I have called the number you provided twice and she did not answer. I need someone to remove this deposit ASAP. I have left two messages and no one has bothered to call me back. As stated, if I had been notified this deposit would apply, I would have just paid the bill on time versus my preferred date. No one mentioned this would apply. You said this deposit can be removed, so remove it.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/05/2024

  It is my understanding you have spoken to our representative.  Please call if my information is incorrect.  Ask for myself, Ronnie D.

  Customer Answer

  Date: 04/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have proof of residence that I was not living there while they charged me. As per their initial directions, I closed my account (or so I thought). They sent out an email and called me afterwards - but I did not know their number and I get spammed regularly...so had no idea it was them calling.Also did not know I was supposed to look out for an email as there was no initial instruction nor indication of that happening. So - instead of seeing it as a misunderstanding and refunding me, they still charge me It's not about the money - I'm just ****** at how they reacted. They were underhanded. They have many complaints against them, and I guess they get another

  Business Response

  Date: 02/14/2024

  We have had phone conversations with ****************** and believe we have worked out a solution with him. 

  This problem came about due to our security concerns regarding accepting all notices for disconnection without confirming with the person with whom the account is set-up with either email or voice.  As a result of this incident, we are reviewing our procedures to attempt to make notification and confirmation before we turn off service in some other manner than our procedures currently require.

• Initial Complaint

  Date:01/25/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Letter dated January 18, ****. Requesting $590 deposit due to paying $100 1 month past ***** but still within the month it was due. The majority of the bill was paid. Our family has many issues going on, including one adult household income paused due to medical issues. There is absolutely no way I can pay more (deposit installments) or for the pre pay, thats $100 to get started. I tried calling today 1/25/24 begging customer service to waive this one time. They were cold and said there is nothing that can be done and this will be applied to the account. I am a single parent with children and the other adult income in my house has paused due to medical reasons. I will not pay past the ***** ******* I need this to be waived 1 time. I beg that this be waived. WREC is a cooperative and the most difficult electric company Ive ever dealt with. I cannot afford to pay more towards a deposit. Please please please

  Business Response

  Date: 01/31/2024

  So glad *************************** went to you, and you notified me of this problem.  We value each Member's opinion, so we wanted to quickly resolve this to a favorable outcome.  **************** has spoken with **************** and the two were able to find a solution agreeable to both.  They agreed that should **************** have payment problems in the future, she will notify and discuss with *****************  

  Customer Answer

  Date: 02/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. **************** was amazing and so professional! Im so thankful to have received a call from her! 
  
  Sincerely,
  
  ***********************