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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I own a property at **** ***** ******* ************ ** *****. This was once a rental property. The last renters vacated 8 months ago. They absolutely destroyed the property. I am going through a divorce. I am attempting to clean up the property and move in it myself. I called to have electrical service turned on. Since my bills have been under my ******** name, the last renters ran up huge bills, and my credit needs help (I am going through a divorce), my DEPOSIT with JEA is assessed at $1,490!! I live on disability. That’s almost as much as I make in a month. This area and house in pristine condition is only worth about $1,00 a month rent. I do not understand how this is considered a business practice. They are guaranteeing that this property will just sit and continue to rot. No one that would live in this area can afford that amount.Business response
12/29/2021
I have contacted **** ******, to review the $1490.00 deposit quoted for **** ***** **. The deposit is based on 2 times consumption over the last 12 months, very high water and electric consumption is what has cause this deposit to be this high. I explained JEA’s deposit policy. She says her ******* has included this address under his current account for the $20.00 connect fees. So, for now she is ok. She is concerned over what the tenants will need to pay as a deposit. I went over several options, including the JEA MyWay Program (pay as you go ), that would be very helpful in this case. I also, gave number for agency assistance, if tenants qualify.
It is our hope that we have accurately identified the concerns that initiated the customer’s contact with the Better Business Bureau.Customer response
01/11/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: ********
I am rejecting this response because:
JEA offers no real assistance to anyone. You either prepay your electric and get monitored daily, or you pay DOUBLE what the last person paid. They do not recognize that previous renters left all of the water faucets running onto the floor for over a month. They do not take into consideration that the last tenants had 12 people living in a space for six. JEA Only cares about making electricity and their deposits so expensive that people have to prepay just to be able to flush a toilet.
JEA is a monopoly and I plan on helping the City fight to end the insanity so that regular working people can have lights without having to be monitored daily.Regards,
******* ******
Initial Complaint
11/18/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
JEA refuses to provide me a refund of an overpayment. Customer service has been useless in resolving. The message sent through the customer account page was closed without resolution. They have left me with negative funds in my bank and other bills that have been scheduled are being rejected causing overdraft fees to star accruing. I am a single dad and cannot put gas in my vehicle or buy groceries for my children because of their refusal to refund me over $500 of money they have as a ‘Credit’ to my account. They are causing great injuries and undue hardship by refusing to refund the overage.Business response
11/24/2021
This letter is JEA’s response requesting a refund for overpayment. *** ****** was contacted and as soon as we got his bank's letter stating the overpayment had cleared his bank account, a refund check was processed.
It is our hope that we have accurately identified the concerns that initiated the customer’s contact with the Better Business Bureau.
Respectfully,
***** ********
Manager, Customer Contacts
Customer response
12/03/2021
[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.]
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.
Regards,****** ******
Initial Complaint
11/03/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have had Jea My Way for 3 years. On yesterday 11/02/2021 I received an email stating I needed to pay $4.93 by 9AM to avoid disconnection. Now in the three years that I have had my way. I always wake up and make my payment at 9AM I have never had an issue before. I made a payment this morning at 9AM of $25.00. However my lights was still turned off. When I mentioned this to the first rep I spoke with ******** her first question was did you make the payment before 9AM I advised yes. She then proceeded to say the payment amount I made was not enough to cover balance. I then advised that is impossible when I made the payment it stated my balance was $4.93 and I paid $25.00 that's more than enough to cover the balance. She then proceed to say well you made the payment at 9AM but our system did not post it until 10AM. I then requested a supervisor I was told I would have to wait 48 hours for a call back. I then advised that I work from home I do not have 48 hours to wait. She then told me well you just need to pay then $4.93 I advised that I would not I made a payment already this morning and my money was just taken from me and an hour later my lights were turned off. I then requested for reps last name and supervisor name rep refused to provide and proceeded to hang up in my face. I called back and then spoke with **** ****** who stated that she is ********'s Superviosr. She proceeded with the same excuses ******** gave when I rebutted them all. I was then told that the system posted that payment at 10:15 I then asked is that my issue. I cant make your system process payments faster. I was then advised that I should have paid the day before. I advised I pay like this al the time there is never no issue. I have consistently done this for 3yrs. I was then told I guess you were lucky. Why am I being punished for the flaws within the companies system I met the minimum requirements to avoid disconnection. Why do I need to pay anything more? My confirmation # **************Business response
11/10/2021
From: ******* ***** *. <**************>
Sent: Wednesday, November 10, 2021 5:00 PM
To: Info <*****************>
Subject: BBB-Incident #********
** **** ****** ******
************* ******* **********
November 8, 2021
******* *****
BBB of Northeast Florida & SE Atlantic
**** ***** ****** ***** ***
************* **. *****
Ref: # ********
Dear *** ******
This letter is JEA’s response to the above referenced incident number, requesting a refund on her prepaid JEA My Way account.
I was able to make contact with *** ***** to discuss the JEA prepaid My Way process.
When the account gets below $25 or to a zero balance, we send alerts to let the customer know the balance is low and once it goes into the negative status the services are subject to be disconnected. Once disconnected, it requires the negative balance to be paid plus $25. The $25 is not a fee, however a credit on the account to avoid interruption of services. *** ***** is aware of how the process works and what caused the interruption along with the required payment of $25.
It is our hope that we have accurately identified the concerns that initiated the customer’s contact with the Better Business Bureau.
Respectfully,
***** ********
Manager, Customer Contacts
Initial Complaint
10/12/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Been he's customer over 20 years. I had to change banks causing a payment to bounce. They disconnected my service for it. I rectified it instantly. However, nearly 3months later they add 440$ deposit to my bill claiming my score fail below some criteria. I find that hard to believe when this is first time in over 15 years I ever been late. Do they have the right to cut my lights off if I can't come up with an extra 440$ whenever they feel the need to extract more money from its customersBusiness response
10/28/2021
From: ******* ******* *. <**************>
Sent: Thursday, October 28, 2021 9:25 AM
To: Info <[email protected]>
Subject: FW: BBB-INCIDENT #16006276
** **** ****** ****** ************* ******* **********
October 28, 2021
******* ***** *** ** ********* ******* * ** ******** **** ***** ****** ***** *** ************* *** *****
Ref: # 16006276
Dear Ms. ******
This letter is JEA’s response to the above referenced incident number, requesting a review of the deposit added to her account, as a result of recent infractions that lower her JEA internal credit score.
I have made contact with Mrs. Shubert to discuss our return check guidelines. I advised, if the return check was a bank error, we would be able to remove the infraction and the deposit.
It is our hope that we have accurately identified the concerns that initiated the customer’s contact with the Better Business Bureau.
Respectfully,
***** ********
Manager, Customer Contacts
Initial Complaint
10/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My September month water and sewer bill duration are 40 days (8/11/21 - 9/20/21) and my previous month bill duration was only 24 days. JEA is charging a lot more money for basic monthly charges for both water and sewer due to the duration of the bill exceeds 32 days. After calling customer service, they told me that they have stopped automated reading and doing it manually. Is it my fault that they were not able to come on time and take the reading manually? Why would I have to pay more money because JEA was not able to take the water reading on time? I spoke with the Customer Service supervisor and they completely understood the situation but were not able to adjust the extra charges. I am sure there are a lot of other customers having the same issue. Why would consumers pay additional charges because it is not our fault that JEA was not able to take the meter reading on time?Business response
10/28/2021
From: ******* ******* ** <**************>
Sent: Tuesday, October 26, 2021 2:18 PM
To: Info <*****************>
Subject: JEA BBB-INCIDENT # ********** **** ****** ******
************* ******* **********
October 26, 2021
******* *****
BBB of Northeast ******* * ** ********
**** ***** ****** ***** ***
************* **. *****
Ref: # ********
Dear *** ******
This letter is JEA’s response to the above referenced incident number, requesting a review of his account due to the availability charges being prorated.
I was finally able to make contact with *** ******* to discuss the meter reading billing issue. We have sent field activities to make repairs to the meter read devise. Once this is completed, he will once again be able to see his usage on a day to day process. In speaking with *** *******, we will be following back up with him on the availability charges.
It is our hope that we have accurately identified the concerns that initiated the customer’s contact with the Better Business Bureau.
Respectfully,
***** ********
Manager, Customer Contacts
Business response
11/08/2021
From: ******* ******* *. <**************>
Sent: Monday, November 8, 2021 3:14 PM
To: Info <*****************>
Subject: BBB INCIDENT # ********** **** ****** ******
************* ******* **********
November 8, 2021
******* *****
BBB of Northeast ******* * ** ********
**** ***** ****** ***** ***
************* FL. *****
Ref: # ********
Dear *** ******
This letter is JEA’s response to the above referenced incident number, requesting a review of his account due to the availability charges being prorated as a result of a longer billing period.
I have left voice message for *** *******. We were able to get a read on his meter last night and will monitor until time for his next bill which is scheduled to be read on 11/15/2021. This read will put his account back on the regular billing cycle.
It is our hope that we have accurately identified the concerns that initiated the customer’s contact with the Better Business Bureau.
Respectfully,
***** ********
Manager, Customer Contacts
Customer response
11/10/2021
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: ********
I am rejecting this response because:
I still do not see the water and sewer reading under "Analyze Usage". If you take reading on 11/15, total billing days for water will be 33 days which is more than regular billing days so your system will charge again additional $15 for water & Sewer.
You have not responded regarding additional money around $15 you charged for Sept month. Why are you not able to adjust? It was error on your end so you should adjust this amount on next billing cycle.
Regards,
****** *******
Initial Complaint
09/29/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
JEA continues to double charge me on my electric bill every single month. I am being billed for solar smart at that kWh rate and for the exact same kWh I am being charge for the regular electric charge. I have reached out to JEA and they claim that is their “normal bill practice” I’ve also submitted to be removed from solar smart numerous times without any responseBusiness response
10/12/2021
From: ******* ******* *. <**************>
Sent: Wednesday, October 6, 2021 3:46 PM
To: Info <*****************>
Subject: BBB-INCIDENT # ********** **** ****** ******
Jacksonville, Florida 32202-3139
October 06. 2021
BBB of Northeast Florida & SE Atlantic
4417 Beach Blvd. Suite 202
Jacksonville, FL. 32207
Ref: # ********
Dear *** *****,
This letter is JEA’s response to the above referenced incident number requesting refund of his Solar Smart contribution.
Due to the misunderstanding, I sent to have the contributions reversed. I contacted *** ******** to apologized and go over the refund applied to his bill. He was happy to hear we had taken care of his request.
It is our hope that we have accurately identified the concerns that initiated the customers contact with the Better Business Bureau.
Respectfully,
***** ********
Manager, Customer Contacts
Customer response
10/12/2021
[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.]
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.
Regards,****** ********
Initial Complaint
07/30/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
For the past couple months my bill has raised $50-$60,from the steady amount I have been paying for the last four years,which is around $110-$120. When I first saw the spike I figured electric can fluctuate so I was okay with it at first. Then,the bill continued to spike about $10-$20 each billing period. I called JEA back in May to discuss why my bill keeps raising.(After I saw the spike, I started keeping my A/c off, unplugging stuff around the house, and keeping the lights off.) I WAS ADVISED BY JEA, to leave my A/c on auto and that unplugging stuff could spike my bill more. So I took her advice. Now my bill has skyrocketed to $160. I live in a 1 BEDROOM APT, and I work everyday in which the lights are off! I do keep my A/c on auto around 77/78° AS ADVISED. This is ridiculous that I am paying $160 for a one bedroom in which I barely spend time in. Non the less, my bill has raised more since being advised by JEA. I live in the dark! What am I paying for?? I would like this resolved!Business response
08/12/2021
** **** ****** ******
************* ******* **********
August 11, 2021
******* *****
4417 Beach Blvd. Ste 202
Jacksonville, FL 32207
Re: ********
Dear *** *****,
This letter is JEA’s response to the above referenced incident number and the following concern.
*** *********** has an efficiency appointment scheduled for 8/27/2021 at 11am to 1pm. This appointment will consist of a technician coming to her house, going over her usage and checking the a/c to verify it is working properly. I attempted to call *** *********** today to see if we could schedule a sooner appointment, unfortunately, there was no answer. These are courtesy appointments available to our customers.
I apologize on JEA’s behalf, if there was any confusion in this matter.
If you have any other concerns, please contact our Customer Care Center at (**** ******** between the hours of 7:00 a.m. until 6:00 p.m. weekdays.
Respectfully,
***** ********
Manager, Customer Contacts
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