ComplaintsforKissimmee Utility Authority

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Me and my husband are two elderly people on a fixed income and KUA charges us $500 a month every month for electricity and if its not paid right then and there they disconnect and my husband needs oxygen to supplement. We dont know what else to do but come here to make a complaint we cant afford to keep paying this on today if our other bills.

  Business response

  09/12/2024

  Please see attached response to Mrs. ***** billing concern.  We at KUA are more than happy to work with customer to find a viable solution to her billing concern.

  Regards,

  ****** ******-*****

  VP of Customer Service

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2022 I applied and was accepted to the Community Solar Program. KUA claims they did not recieve the email they sent stating I could be added at any time... However this email was sent as a reply to their email and I sent them proof that I did respond. Please note they ***** received all my other emails but claim conviently that they did not recieve that one and that is why they did not add me in 2022. In 2023 I was promised to be added first to the waiting list and be added no later then January of 2024. It is now March of 2024 and I have still not been added and found out I was added to the back of the list.

  Business response

  04/22/2024

  Kissimmee Utility Authority (KUA) is in receipt of the complaint filed with the Better Business Bureau with an ID # of ********. Unfortunately the original notification was caught in our SPAM folder as our system did not recognize the email address of ***************************************** .

  
  Our KUA customer states that in 2022 he applied for and was accepted to KUAs Community Solar Program. He further states that KUA claims it did not receive the email that he sent stating he could be added at any time. He states that this email was sent as a reply to their email and he sent them proof that he did respond. He further states that while KUA receives all his other emails they conveniently claim that they did not receive that one and that is why he was not added to the program in 2022. In 2023, he states KUA promised he would be added first to the waiting list and he would be enrolled into the program no later than January 2024. In March of 2024 he had still had not been enrolled into KUAs Community Solar Program and learned that he was at the back of the list.

  
  Thank you for giving us the opportunity to address his concern. KUAs records reflect that on August 23, 2022, our customer completed the application to join KUAs Community Solar Program. Because the Community Solar program has a variable cost component and may increase a customer bill, ********************** prepares a customized document for all applicants to the program showing the impact that being on the Community Solar Program would have had on their last invoice based on the level of subscription (25%, 50%, 75% or 100%) This email was sent to him on August 25, ************************************************************************************************* the program.
  One year later in August of 2023, our customer contacted ********************** inquiring why he was not on the Community Solar Program. At that time we informed him that we did not receive his enrollment confirmation reply to the August 25, 2022, email. He stated that in October of 2022 he did reply and asked to be put on the Community Solar Program.  As proof, he provided a forwarded message from his email address to KUAs email address dated October 10, 2022, at 10:59 AM. At his request, KUA did a thorough and exhaustive search of its systems and records to see if we could determine if we ever received this response. We were unable to locate the response.

  
  As a result of the popularity of the program, it became fully subscribed and KUA was forced to close it to new subscribers on September 25, 2022, prior to the date our customer states that he sent ********************** the confirmation email. Even if it was received, the program was not available at that time.

  
  Because KUA is a member of large scale solar projects, when we spoke to our customer in August of 2023, we advised him that we were anticipating the next solar farm to come online in the December, 2023, timeframe. Unfortunately, due to supply chain issues, that solar farm has now been forecast to go online in August of 2024.

  
  We spoke with our customer and explained the construction delay and informed him that we will recognize his application date of October 10, 2022, on the waiting list which places him second. The anticipated additional capacity of ten (10) megawatts should be plenty to allow the entire list to be enrolled. We understand the eagerness to join the Community Solar program. We regret that we had to close it to new subscribers and that the additional Community Solar capacity has been delayed.
  The customer thanked us for our response, and looks forward to being enrolled in the program. We believe this matter to be addressed and closed. If he has any further questions or needs additional information he can reach our **************** Manager, *************************, at **************.

• Initial Complaint

  03/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On December 26, 2022 I lost my father and was going through a tough time. Due to the nature of his death I was not mentally in a good place to handle life. The day before my dads burial my lights got cut off, oversight on my end due to everything going on. I called the same day to KUA apologize, explaining the tragedy and paid to get my lights on. Fast forward today, I received a letter explaining due to my termination for non payment on 1/5/23 I’ll need to pay an additional $160 deposit to add with my other $450… deposit. I called today, to ask for an exception due to the circumstances and financially my family can’t afford an additional expense. I was greeted with poor customer service, it was like yes your gonna pay it or have no lights. It’s sAd that they can treat customers this way and get away with it since we have no other company to move too. In addition, I asked for the policy I signed agreeing to KUA to ask for an additional deposit on an existing account and ask the agent to review the letter KUA sent which she couldn’t provide neither. She was very rude and didn’t care for what I was asking or explaining. Also, this agent was took over the call saying she was a Supervisor. I feel KUA doesn’t care about how this policy can effect their customers. I would like to note that my family has owned our home for 8 years, paid the 1st deposit 8 years ago. We have been customers for 8 years this policy is marginal all customer in one bubble, we are not renters and KUA will not be left with a $2000 bill. I am asking for the company to make an exception.

  Business response

  04/18/2023

  BBB Inquiry ******** ***** ******** The Kissimmee Utility Authority (KUA) received the BBB inquiry from ***** ******** on April 12, 2023. Ms. ******** states that KUA provided poor customer service when she attempted to get an additional deposit assessment of $160 waived. She stated that her services were interrupted due to an oversight caused by the death of her father. She asked KUA for the ‘policy’ she signed agreeing to pay additional deposits and to have the additional deposit letter that was sent to her reviewed. She further states that she has been a KUA customer and homeowner for eight (8) years and she asks that KUA makes an exception to the deposit policy for her. Thank you for giving us the opportunity to address her concerns. KUA regrets that Ms. ******** feels she received less than adequate service when she contacted us and for the recent death of her father. We assure her we try to partner with our community and always strive create positive and memorable experiences. We have reviewed the recorded calls and have identified some coaching opportunities that we will address. KUA’s records reflect that ***** ******* ******** established an account on August 7, 2015, at **** **** **** *** ********** ** *****, and that ***** ******** is an authorized user on the account. The account currently has a deposit on file of $412. Our records further reflect that on January 5, 2023, services were interrupted for non-payment then upon receipt of payment they were restored. KUA’s records reflect that prior to the January 5, 2023, service interruption the services were interrupted for non-payment on the following dates: November 9, 2016, April 17, 2017, March 9, 2018, February 8, 2019, March 11, 2019, July 28, 2020 and December 20, 2020. Because KUA bills accounts in arrears it means that the customer bill reflects services that they have already used, rather than paying upfront. In such a situation, holding a deposit on an account is an effective way for KUA to manage the financial risk of non-payment by the customer. KUA does not require new customers to sign agreements or any policy prior to establishing service; however, we do require that customers with derogatory credit history maintain a deposit on their account of two (2) times their average monthly bill. KUA’s rates and tariffs can be found at KUA.com under KUA Electric Service Rates. The service interruption on January 5, 2023, triggered an account review to ensure an adequate deposit was secured on the account. As stated previously, the deposit on the account is $412 and the calculated required deposit is $572 so an additional deposit was assessed for the difference of $160 ($572-$412= $160). On February 27, 2023, Mr. ******** was sent a letter advising that the additional deposit of $160 would be assessed. Attached is an electronic copy of that letter. The letter stated that because the, “Account has been terminated for non-payment with two (2) delinquent notices,” the additional deposit was required. KUA’s records reflect that delinquent notices were sent twelve (12) of the last twelve (12) months so the additional deposit criteria was fully met. We spoke with Mr. ******** and explained that given the circumstances, concerning the passing of her father and the three plus years without a service interruption for non-payment, KUA will waive the additional deposit requirement as a one-time gesture of goodwill. We also explained that KUA would once again review the account should any of the additional deposit criteria outlined in the letter be met. We trust this fully resolves the inquiry if you have any further questions or concerns please contact Bud Ajdukovic Manager Customer Service and Cashiering at (407) 933-9818

  Customer response

  04/18/2023

  
  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.
  

  However, I would like to address my personal information bring included in there response. I ask this not to be posted on the BBB page as public info. My full name and address is included in the letter. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  09/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My Dad ************ is 80 yrs old lives at ********************************* he's been living here about 15yrs he and most of his neighborhood has a power company that is falsely / over charging them for excessive utility usage. These customers that live in this neighborhood homes all range from 2-3 bedroom / 2 bath average square footage about 1,500-1,900. The utility bills used run to on an average $115-$130 now him and mostly all his neighbors been talking their bills for the last 3-4 months has been over $400 and they are not doing anything different also even trying to cut back on anything they think could be causing it but nothing helps, Can someone please look into this issue to assist? Thanks in advance Power company is KISSIMMEE UTILITY AUTHORITY KISSIMMEE UTILITY AUTHORITY

  Business response

  10/12/2022

  Business Response /* (1000, 5, 2022/09/16) */ Kissimmee Utility Authority (KUA) is in receipt of the complaint filed with the Better Business Bureau by customer*************'s adult child regarding their father's utility bill at **************** and we appreciate the opportunity to address the concerns. The complaint states that Mr. ***** has been living here for about 15 years and believes that their power company is falsely overcharging them and their neighborhood for excessive utility usage. They further state that his utility bills used to run on an average of $115-$130 and over the last 3-4 months, the bill has been over $400, same as his neighbors. They furthermore claimed that they are not doing anything different and that they are trying to cut back on anything they can think of, but nothing helps. We understand that our customers are paying higher prices for just about everything including their energy bills. KUA's records reflect that Mr. *****'s consumption has increased over the last 3-4 months; therefore, the bills have increased too. When comparing the usage to last year over the summer months (May-August), he is currently averaging 2,350 kWh, whereas in 2021 the average was 1,930 kWh. KUA's records also reflect that Mr. *****'s bills run anywhere from $100-$450 depending on the monthly electric usage. His consumption, and in turn billing, decreases over the winter months and increases during the summer. In addition, the climate this summer has been unseasonably hot; therefore, the air conditioner is running longer and working harder to keep up. Mr. ***** came into the office on July 26, 2022 where he spoke to KUA Representative, Mrs. A***** to inquire about his high bill. In discussion, he informed her that he sets his AC thermostat at 71 degrees. When the temperature outside is close to 95 degrees, to cool a home down to 71 degrees, the AC will run non-stop until it reaches the desired temperature. Air conditioning in most homes account for up to 60% of energy usage on the monthly utility bill. In addition to the increased consumption, another factor that attributes to the increased bills is the rise of natural gas prices. KUA generates the majority of its electricity from natural gas, but strong demand for that fuel, plus inflation, has caused the price of gas to rise to nearly five times what it was a year ago, when prices were unusually low. KUA does not make a profit on the fuel it uses to generate electricity. For years, KUA electric bills have provided a credit for cost of power adjustment (COPA), also referred to as a fuel adjustment, because natural gas prices were so low. Now, unfortunately, sharply higher gas prices have reversed the COPA and turned it into a charge. In Mr. *****'s case, his 'fuel adjustment' in August 2022 was a charge of $3.09, whereas in August 2021, his 'fuel adjustment' was a credit of ($85.70). When the price of natural gas drops again, customers will start to see a credit yet again. After receiving the customer's complaint, we scheduled a free home energy audit with one of our Senior Energy Conservation Specialists. Mr. W***** met the customer at the home at 9:30 on 9/16/22 to address their concerns. Upon the completion of his inspection he was very concerned with the HVAC system. He shared the details of his concerns and provided guidance on how to address the situation. He explained the KUA rebate that is available and provided our participating contractor list for their convenience. In addition he has provided the customer his direct contact information in case they have additional questions. The customer is satisfied with the explanation of the higher consumption resulting from problems with the HVAC system. Consumer Response /* (2000, 7, 2022/09/19) */ ******************************* Sat, Sep 17, 8:59 AM (2 days ago) to me Thank you for your response, yes I'm am satisfied with the investigation and the end result

• Initial Complaint

  07/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On or about 8/2021 Kissimmee Utilities turned off my electricity. Not for none payment but because several weeks before, I notified them of my husbands death and wanted to have the account in my name. Advised at that time to send copy of death certificate and confirmation of who I was. I am receiving each month Urgent Notice reference the account. Today, I logged in the online portal and it has two different accounts. One with my name and one with my husband's name. His account showing a credit and my account showing a past due amount. Since August of 2021, no funds have come from a joint account with this company. Each time I call, I'm having to make two payments for the account. Today I was livid and explained this issue caused anxiety and undue stress. This is upsetting since I've been at this residence for 20 years so when I was asked to wait a moment to review the account to see who has lived at this residence assured me, the representative did not know exactly how to make the situation better or for me to understand how it continues to happen. Therefore I'd like to make a complaint of incompetence on this business when dealing with customers.

  Business response

  08/17/2022

  Business Response /* (1000, 5, 2022/08/01) */ We appreciate the opportunity to address the concerns of Ms. ****** ******* regarding her KUA payments. Ms. ******* states that in August 2021 KUA turned off her electricity after she notified us of her husband's death and asked to have services put in her name. She further states that she is receiving 'Urgent Notices' from KUA referencing her account. When she logged on to KUA's customer portal she saw her active account past due and a credit on her husband's closed account. She further states that each month she must make two payments for the account. She states she contacted KUA and was dissatisfied with the response given by the KUA representative and wishes to make a complaint of 'incompetence' when dealing with customers. She states she is a long time KUA customer and that this situation is causing her anxiety and undue stress. KUA's records reflect that on Saturday July 31, 2021, Ms. ******* emailed a copy of her husband's death certificate and asked KUA to update the information on the account. On Monday August 2, 2021, a KUA representative emailed a response that the account would be closed on August 4, 2021. When Mrs. ******* contacted us on August 4 and asked us to restore services to the address we did so pending the information required to transfer the account into her name. On August 9, 2021, an account for ****** **** ******* at***************************************** was established. On that date, the account for Michael ******* was closed and a final bill was generated. Mrs. ******* paid the September - November 2021 bills to her active account without incident. Beginning with the December 2020 bill she began paying the amount due on her active account to her deceased husband's closed account. This results in the credit she would see on the closed account and the past due on her open account and the 'Urgent Notices' she received. Each of the payments made to the closed account were subsequently transferred to her open account. Since she has registered both accounts to her email address she will see both accounts on the customer portal. KUA's records further reflect that she paid the June 2022 bill twice. Once to her husband's closed account and once by phone to the open account in her name. On July 27, 2022, when she contacted KUA we transferred her most recent payment of $315.32 that was paid to her deceased husband's account to her active account and waived the $14.63 late fee that was assessed. KUA regrets any confusion caused since transferring the account to her name and the fact that she can see her husband's closed account on the KUA Customer Portal. We also apologize for any frustration this has caused her and wish to convey our condolences for the loss of her husband. As stated previously, because both accounts are registered to her email address she has access to view both. To simplify the payment process for her moving forward we have removed her husband's closed account from the KUA Customer Portal. This will eliminate the ability to make payments through the portal on the closed account. If she chooses, she can add the account back at any time. Since payments were made to the wrong account late fees were assessed totaling $28.18. KUA recognizes that she did not intentionally pay the wrong account so these late fees will be reversed. To ensure that future payments post to the correct account she should only make payments to the account with both her name on it and her KUA Customer Number: ********************* By doing so she will ensure her account stays in good standing, she will avoid future late fees and will not receive any more 'Urgent Notices' on her account. On August 1, 2022, a KUA representative spoke to Ms. ******* and explained what took place on her account and assisted her in updating her payment information. Providing she pays the correct account going forward she should have no further payment issues. We hope this fully resolves her issue, if further assistance is needed she can contact Bud Ajdukovic Manager Customer Service at (407)933-9818 Consumer Response /* (3000, 7, 2022/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although this issue may have been resolved by a simply account issue, it does not account for the actions taken by KUA. At the least, I should have been notified via email, phone or in writing after the crediting continued to a known deceased account holder. They received a death certificate as requested. The payments were made from an account solely with my name on it. I would think someone in the accounting department would realize something was not correct. At this point, I believe no one took the ownership of allowing a closed account to receive credit with the same address and same last name. And to tell me they only received paper checks was inaccurate. I stand by my unacceptable dealings and undue stress.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was out of the state from June 10th and returned to FL on July 11. My electric bill for the past month was over 200.00 which I find very hard to believe given the fact that the AC has been broken and breaker shut off and no one was living there. I called the company to express my concerns and asked them to send someone over to recheck the meter or change it. I was told it was checked already. This is a lie because I have not complained about it to KUA nor did I speak to the company until this week. So how could they have checked it already when the complaint was just put in? These people dont want to do their job. I believe they are falsifying records.

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/08/01) */ We appreciate the opportunity to address the concerns of Mr.*********** regarding his utility bill at ******************. Mr. ***** stated that he was out of the state from June 10th and returned to Florida on July 11th. He claims his electric bill for the past month was over $200.00, which he finds very hard to believe given the fact that the AC had been broken, the breaker was shut off, and no one was living there. Mr. ***** further stated that he called to express his concerns and asked KUA to send someone over to recheck the meter or change it. He was informed it was checked already. He believes he was lied to because he has not complained about this to KUA, nor had he spoken to the company until that week, therefore Mr. ***** is questioning how they could have already checked the meter if the complaint was just put in. In addition, he believes KUA is falsifying records and that the employees do not want to do their job. KUA's records agree and reflect that Mr. ***** called in and spoke with a KUA representative on July 14, 2022, where he informed her that he just received his bill for $192.40. Mr. ***** felt that the bill was too high. He stated that he wasn't here the month of June, he just got back from Puerto Rico and the air conditioning was broken and off since June 8th; the only thing that was left on was a light in front and the radio. KUA Representative, Ms. V*****, shared the meter readings that took place on 5/27/2022 (537 kWh) and again on 6/27/2022 (1,136 kWh) which shows the consumption during that bill cycle being higher. Mr. ***** asked how that was possible since the A/C was down and he always keeps it between 78-80 degrees. He further insisted there was no way that amount was correct. She informed Mr. ***** that it was a true reading, prompting him to request for someone to come out and change the meter because everything was off and he has never paid that much money; he has lived there since 2009. Ms. V***** recommended that an appointment be scheduled so our auditors could meet with him, but Mr. ***** asked what KUA was going to do about this bill in the meantime because he was not going to pay it. She informed him that she could not make any changes to the bill, but he could talk to the auditors first. He once again stated that it was too much money; that he had proof from a contractor the A/C was broken since June 8th, along with plane ticket to show he was out of the country. Mr. ***** again stated that he does not want to pay this bill. Ms. V***** informed him that she was going to speak to her supervisor, explain the information he provided and see what she could do; that one of them would return his call. Ms. V***** called Mr. ***** back approximately 20 minutes later informing him that a site inspection was completed on 6/20/22, therefore we already checked the meter and confirmed everything was fine and the bill was correct. After receiving the customer's complaint, additional data was retrieved from our Automated Meter Infrastructure system and Customer Portal. These records confirmed Mr. *****'s timeline and that he did in fact shut everything down prior to leaving the country. This billing cycle captured all consumption from 5/27 - 6/27 including the time Mr. *****' HVAC system was broken and not running properly. The data confirms there was high energy consumption between May 27th and June 9th as a result of his broken HVAC system trying to cool the residence. He mentioned to Ms. V***** that his A/C was broken and a contractor came out on the 8th to look at it. Once again, the KUA system data is consistent with the issue with his AC prior to him leaving the country on the 10th. KUA made multiple attempts to reach Mr. ***** to discuss our findings and set up a meter test if he deemed it is still warranted. Our Senior Energy Auditor, Mr. M****, called and left a detailed message on Monday, 7/25/2022, and was not able to connect with Mr. ***** on the 26th via phone or in person. We did successfully connect on 7/29/22. Mr. M**** reviewed the consumption data and the bill cycle that was in question. He also shared that the upcoming bill from 6/27/22 - 7/27/22 is significantly lower and includes the time period when the HVAC system was off. Mr. M**** offered to have the meter shop test his meter and Mr. ***** did not feel that was needed at this time. Mr. M**** provided his direct contact information in case there were any additional questions or concerns. Mr. ***** is satisfied with the explanation of his energy consumption and bill; however, he shared that he did not feel that KUA customer service handled his inquiry properly. He believes we should have sent someone out immediately to check his meter instead of saying it was already checked. Mr. Me**** explained that regretfully, our Representatives mistook the type of inspection that was completed and that we do not 'test meters' with this type of service order. Site inspections are scheduled annually for all of our meters to ensure no issues are identified. These inspections are not generated by customer requests. We apologize for the confusion this misinformation had on the customer and we have provided additional training to the employees involved. We did not falsify any records, nor were we trying to avoid testing the meter. I can assure you that we take every customer inquiry very seriously and are committed to exceptional customer service. Please contact us if you need additional information.

• Initial Complaint

  11/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Deposit for service at **** ******* beach way ********* fl. XXXXX. I never received my utility deposit. It was sent to me but I had moved and it expired. I took it back to KUA and they said they would reissue the check and send it to me and I never received it. Each time I have emailed about it, they say it was mailed out in August 2021 but I have yet to receive it.

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/11/16) */ We appreciate the opportunity to address the concerns of Naema **** regarding the deposit refund for service at 4707 Flagler Beach Way, Kissimmee, Fl. Ms. **** stated that she has not received her utility deposit. She noted that it was sent; however, she had moved and the first check had expired. She brought it to KUA and requested the check be reissued and sent again and it was never received. Ms. **** also states that her email correspondences indicate that the check was mailed again in August 2021; however, she notes that she never received it. KUA records agree and reflect that the customer was sent a refund check in the amount of $168.56 on 5/10/21. The check expired and Ms. **** came to the KUA office on 8/3/21 to request the check be reissued. It was reissued and mailed on 8/9/21 but was returned to KUA by the USPS as, "undelivered," on 8/24/21. Unfortunately we were not able to locate any records of emails or follow up communication from Ms. **** outside of the visit to our office on 8/3/21. KUA Supervisor, Patti LaMarche, reached out to Ms. **** on 11/5/21 via phone and email upon receipt of this concern. The customer provided an updated address for another check to be reissued. Due to the previous issues in mailing/receipt of the check we verified the address and the USPS had a different zip code than what was provided. The customer confirmed the address for mailing and KUA mailed the third check on 11/15/21. We have provided direct contact information and have asked Ms. **** to contact KUA if it is not received within 5- 10 business days. It is our understanding that Ms. **** is satisfied with this response. Please contact us if you need any additional information. Consumer Response /* (3000, 7, 2021/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have yet to receive the refund as of 11/17/21 Business Response /* (4000, 11, 2021/11/29) */ The check was mailed on 11/15/22 and KUA has followed up with the customer inquiring whether or not the USPS had delivered it to the address provided via email. As of this morning, 11/29/21, we have not heard back from the customer. We will continue to follow up until delivery is confirmed by the customer or the check has been cashed.

*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. ↩