Complaints

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

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  Lee County Electric Cooperative, Inc.

  4980 Bayline Dr North Fort Myers, FL 33917-3910

• 

  Lee County Electric Cooperative, Inc.

  PO Box 3455 North Fort Myers, FL 33918-3455

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:07/30/2024

  Type:Customer Service 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.

  LCEC is not a customer service **********************. You are expected to pay your bill, however, if you need something done they are in no hurry to help. We have a pole in our yard that needs to be removed they have entered a service order however not in any hurry to process the order. The pole that needs to be removed was red tagged four years ago by LCEC. They want to say that they are behind but four years behind is a little much. I was told that service orders are worked in the order they come in, I find this hard to believe because I called over a month ago to get this pole removed and am still waiting.

  Business Response

  Date: 08/01/2024

  Thank you for bringing your concerns to our attention.

  At LCEC, we strive to provide excellent service to our members and address their needs as efficiently as possible. Our red tag process is part of a larger project to change out poles, and we have several such poles that we attempt to address in a timely manner. However, it is not unusual for this project to have extended time frames.
  

  We understand your need to have the pole removed promptly. We have scheduled the pole removal for the week of 08/05. We have reached out to you to confirm this schedule and to ensure that it aligns with your availability.
  

  Please feel free to contact us at any time with any updates or further concerns. Thank you for your patience and understanding.

  Customer Answer

  Date: 08/07/2024

   
  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,
  
  *********************

  I would like to thank the BBB for helping me get this done. I sent the same complaint to several board of trustee members, the *** and the president of LCEC with no reply from any of them, however a big THANK YOU goes to ****** from LCEC who is the only person was to reach out and let me know what to expect.  She kept the ball rolling

• Initial Complaint

  Date:07/18/2024

  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 mailed LCEC their payments on July 6th, it has been over a week and they still haven't processed my payments. I specifically bought checkbooks and a book of stamps for the sole purpose of mailing LCEC their payments, yet they refuse to process my check. I have been mailing payments to them for over a year, payments always arrive within 2 days. I don't know if I need to go start going to the post office to mail it so I can get a tracking number so they don't lie about receiving payments. I know from experience they're not above lying to get out of a bind. After all, they did lie in court under oath about the reason behind why they cut my trees. Prior to them cutting my trees and lying under oath in court about the reason behind it, I never had the need for checks and stamps in quite sometimes since most businesses accept payments online. However, since LCEC refused to provide me a reasonable amount that I felt was fair for my trees, and bent over backwards to make sure they didn't pay me a dime over 600 in gift cards altogether for 3 palm trees, I don't feel the need to do anything to help them in anyways. They will manually processed my checks every month. They can consider that compensation for my 3 palm trees that they cut and removed from my property

  Business Response

  Date: 07/25/2024

  Your check was processed on 7/17/24. Unfortunately, we have no control over how long the mail takes for it to get to us. We process paper checks when we receive them, without any delay or holding. The exceptions occur when the check is not legible by the machine or account information is missing.In such cases, checks are sent via next-day Fed-Ex to our in-house payment center for manual processing.
  
  We noticed that you did not attempt to contact us directly and instead reached out to the BBB. We kindly request that you contact our member care department first to allow us the opportunity to resolve your concerns promptly.
  
  For future payments, we recommend using the following options to ensure timely processing and avoid potential late fees:
  Over the Phone: You can pay using you checking or savings account through one of our member care representatives or via our automated system
  Online Payments: We offer online payment options through our website and through our app Smarthub.
  
  Additionally, if you anticipate a check arriving late and your account meets qualifications, you can request a payment extension. In order for your account to qualify you must have a 30 day past due balance and a current balance due.
  Feel free to call our member care center so a representative can go over all the payment options available.
  
  Sincerely,
  LCEC

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22000948
  
  I am rejecting this response because: you didn't process the payment until I reached out to the BBB. I have no reason to reach out to you directly because you have no customer service skills. Dealing with you directly has led me to receiving threats, intimidation and terrible legal advice . That's what you did to me when I tried to work things out with you directly in regards to my trees that you illegally broke in my property to cut. To make matters worse, you told me you had spoken directly to my former tenants when you hadn't. And you made that same statement under oath in court. You deliberately committed a crime, perjury, just so you wouldn't get held accountable for my trees.

  USPS has always been good at delivering my mails. For the past year the payments has always gotten to you within 2 days. The post office didn't delayed getting you my payments by ************************************************************** late fees. That's the second time within the past 6 months that you've purposely delayed processing my payments just so you could charge me late fees. Even with all the terrible things you're doing, you still manage to get an A+ ratings from the BBB.

  I will not make payments online. I will NEVER download your app on my phone. And I definitely will never call your member "care" center for anything. As I have already stated, since you didn't want to work with me in regards to my trees, as a result, I don't want to work with you in regards to payments. Staying away from your member "care" center will guarantee that my anxiety and depression don't arise. As a person who's giving you my hard earn money every month, I shouldn't have to stay away from you in order to protect my mental health. But that's exactly what your actions have led me to do.
  
  Sincerely,
  
  Malide Coulanges

  Business Response

  Date: 08/06/2024

  We understand your frustration with the out come of the court case regarding the trees. However, the issue was concluded with a judges ruling, and we will not be discussing this matter further.
  
  We are committed to assisting you with any new issues that arise, and our customer care team is here to help manage your account effectively. If you prefer to avoid direct contact, you can always utilize our online resources such as SmartHub or our website at www.LCEC.net. No need to download anything to your phone, you can access everything online. 
  
  Please rest assured that your check was not held to delay processing; it was handled through an automated system, rather than manual processing. We process checks as we receive them.
  
  Thank you,
  LCEC

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22000948
  
  I am rejecting this response because: We can all agree that the decision made by the judge was a little bias due to your interference with the trial... the judge says I didn't prove my case and we can all agree that you played a role in making sure of that since the term responsibility doesn't exist in your vocabulary. You did everything in your power to make sure you weren't held accountable for my trees. 1) You told me not present evidence. 2) You lied to the judge by saying you received permission from the tenants when in fact you didn't. If you don't want to hear me talk about my trees then do your best to not ****** me off because every time you do, you will always be reminded how you committed  multiple crimes against me

  1) You committed a hate crime. cut my trees a month after you met with me and realize I was black. IF it wasn't for my skin then it was a form of retaliation. Because those trees were up for 17 years when the property were owned by a caucasian and they never bothered you. It wasn't until a black person owned the home they became inconvenient to you.

  2. You framed innocent people for your misdeed and then encouraged me to go after it was proven it was you that cut my trees. You told me you got permission from them when in fact you never did.

  3. You lied under that same info under oath in court and in official court documents.

  It's funny how you process checks as soon as you received them but didn't process this one until I wrote the BBB to explain how you are ripping customers off in order to charge them late fees. I have no idea why you still exist when all you do is cause people anxiety, depression and deficits.

  I will ALWAYS talk about those trees until the end of time and there's nothing you can do to stop me.
  
  Sincerely,
  
  Malide Coulanges

• Initial Complaint

  Date:07/16/2024

  Type:Customer Service 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.

  MAY 2024 - I REQUESTED TO RECEIVE A MONTHLY PAPER BILL THRU THE MAIL. MY NEIGHBORS RECEIVE THERE BILL MONTHLY AND ON ****- WHY CAN'T I? I CALL & CALL - GET NOWHERE WITH THE SPECIALISTS/ESCALATION DEPARTMENTS. ONLY PROMISES IT WILL COME. YOU WILL SEE FROM THE NOTES ATTACHED THAT I AM BEING IGNORED AND SENT IN AN ENDLESS CIRCLE OF SPECIALISTS- NEVER ABLE TO SPEAK OR RECEIVE A CALL FROM HIGHER MGMT. ***************************, CEO, LCEC HAS ON THE **** A DIRECT EMAIL TO SEND TO HER - IT IS JUST THE CONSUMER COMPLAINT ***** WITH NO RESPONSES- LIKE OTHERS HAVE MENTIONED ON YOUR ****. I WANT TO KEEP TRACK OF MY USAGE. I DON'T HAVE ACCESS TO COMPUTERS ALL THE **** AND I DON'T HAVE APPS ON MY PHONE- I AM CHARGED FOR USAGE. I AM A SENIOR ON FIXED INCOME AND HAVE NOTICED MY USAGE HAS CHANGED, EVEN WHEN I AM NOT HOME OR ON VACATION LIKE THE OTHER CUSTOMERS HAVE STATED. I HAVE BEEN A GOOD CUSTOMER FOR YEARS, NEVER LATE, MONITOR MY USAGE BASED ON INFORM FROM LCEC.BUT I WILL CONTINUE TO DO SO- WHEN I CAN'T EVEN RECEIVE MY BILL AS I AM ENTITLED TO!! LOOK AT THE **** I AM WASTING FILING ALL THESE COMPLAINTS AND MAKING SO MANY PHONE CALLS THAT RESULT IN NOTHING BEING CHANGED OR DONE! IT HAS BEEN ON THREE MONTHS AND I REFUSE TO WASTE ANOTHER PHONE CALL OR MAKE A PAYMENT UNTIL THIS IS RESOLVED-LCEC, *************! LCEC HAS RUN OVER ME ENOUGH AND I WILL NOT TAKE IT ANYMORE- ****** & COMPANY! IT LOOKS TO ME SINCE *************, CEO TOOK OVER THE CUSTOMER SERVICE AREA HAS GONE WAY DOWN. I DON'T REMEMBER A **** BEFORE OF WHEN A CUSTOMER SERVICE REP DIDN'T RESPOND OR RESOLVE AN ISSUE WITH SERVICE FROM LCEC. I AM SURE IT IS A MONEY THING- CUT BACK ON BEING A "GOOD GUY" COMPANY AND ************* THE CUSTOMERS - THEY WOULDN'T KNOW! THIS CUSTOMER DOES AND I WILL CONTINUE TO LET EVERYONE KNOW!

  Business Response

  Date: 07/19/2024

  We understand how important it is for you to receive your monthly paper bill to monitor your usage, especially as a senior on a fixed income. We have fully investigated the issue, and I assure you that our records show that the bills are being mailed out as scheduled. During our multiple calls, we have provided dates of when the bill was printed, scanned into the **** sectional center facility, and when it was scanned out for delivery.Unfortunately, once the bill is in the hands of ****, its delivery is beyond our control. We have suggested different options on how you can receive your bill or simply changing your mailing address from a PO Box to your physical address and each suggestion was met with opposition.
  
  We do not recommend avoiding making payments, as that can lead to service interruptions. We genuinely want to work with you to find a solution that meets your needs.

  
  We acknowledge that you dont have access to computers all the time and that you dont have apps on your phone. However, since you have internet access on your phone, you can visit our website www.LCEC.net and sign in to your SmartHub account without having to download anything.Through SmartHub you can see usage details and a copy of your bill as it would be printed.
  
  Please be assured that there is no reason why we would purposely prevent your bill from arriving at your mailing address. We want you to receive you bill just as much as you do.
  
  Thank you for your understanding.
  Sincerely,
  LCEC

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21990515
  7/24/2024
  I am rejecting this response because: IT IS NOT THE ***** OF THE **** THAT YOUR VENDOR IS NOT PRODUCING THE PRODUCT THAT THEY ARE BEING PAID TO DELIVER! IT IS EASIER FOR THEM TO STATE THAT HAVE DONE IT WITHOUT ANY ACTUAL PROOF. IT SAVES THEM POSTAGE TO SAY ONE THING AND NOT DO ANOTHER! BUT SINCE YOU & I AND MANY OTHERS HAVE WORKED ON TESTING THEIR PROCEDURAL - IT FINALLY LANDED IN THE RIGHT HANDS AND GOT SOMEONE'S ATTENTION WITH THE VENDOR AND THEY HAVE FINALLY SUCCESSFULLY DELIVERED MY LATEST BILL! IT ONLY TOOK COSTLESS HOURS OF FRUSTRATION, ******* CALLS AND VARIOUS DISSAPPOINTMENTS TO ACHEIVE THIS THE WAY IT SHOULD HAVE BEEN DONE! I ADVISE YOUR COMPANY TO AUDIT FURTHER ******** WITH THIS VENDOR OR CHOSE ANOTHER FOR THE FUTURE TO AVOID ISSUES LIKE THIS WITH YOUR GOOD & LOYAL CUSTOMERS. BY THE WAY - I AM NOT RESPONSIBLE FOR BALANCES THAT I DON'T RECEIVE IN THE MAIL- PER CONSUMER PROTECTION AGENCY! I HOPE I AM NOT CALLING BACK TO REPORT A MISHAP WITH YOUR VENDOR, AGAIN?! I TRULY HAVE NOT ENJOYED THIS AGGERVATION WITH YOUR COMPANY AND YOUR VENDOR! SO, PLEASE PASS THIS ON TO YOUR VENDOR, TOO! THANK YOU, BBB OF SF, BECAUSE I BELIEVE THIS PROBLEM  WOULD NOT HAVE BEEN RESOLVED WITHOUT YOUR COOPERATION AND THIS ISSUE BEING BROUGHT TO YOUR ATTENTION!

  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/30/2024

  We appreciate your feedback. Your suggestions will be taken into consideration.  From your response, it appears your issue has been resolved.
  
  Thank you,
  LCEC

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 21990515
  
  I am rejecting this response because:

  JUST REVIEW THE ATTACHMENT WHICH SHOWS NO RECEIPT OF THE COMPANY MAIL BEING DELIVERED TO MY PO BOX 3572., AS PROMOISED.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/23/2024

  We apologize for any misunderstanding in our previous response. We understood from your last message that you had received your bill,and we believed the issue was resolved.
  To clarify, our records show that your latest bill, printed in August, was sent out for delivery on 8/17/2024. As an additional measure, we have requested that a second copy of the bill be mailed to you as a courtesy.
  Please note that once the bill is handed over to ***** we have limited control over the delivery process. We can only suggest different options to view your bill.
  Thank you,
  LCEC

  Customer Answer

  Date: 09/01/2024

   
  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.
  

  I only wished it didn't take so much of my time and efforts for something as simple as receiving my bill in the mail. In the future my hopes is that LCEC communicates and follows thru with their mailing vendor to assure that the vendor is ACTUALLY processing mailing and not just stating it to avoid problems in the future.

   thank you, BBB SWFL for assisting in this matter.

  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:07/02/2024

  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 Name is ******************* I Live at **************************************** Telephone# ************ My complaint is against my electric company: LCEC Tel. # ************** They have an old junction box on my property which is in very poor condition. It is dangerous as the top blows off and the wires get wet. I have called 3 times and emailed them. The best they can tell me is that I am on a list??? Many of these boxes have been replaced in my community. It's time to replace the one on my property. Thanks for addressing this matter.Sincerely,*******************

  Business Response

  Date: 07/10/2024

  Dear ****************,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and delay you have experienced regarding the old junction box on your property.
  
  We have confirmed with our construction team that the replacement of the junction box will be completed by tomorrow. We appreciate your patience and understanding as we work to address the issue promptly.
  
  Should you have any further questions or need additional assistance, please do not hesitate to contact us.
  
  Sincerely,
  
  Customer ***********

• Initial Complaint

  Date:07/01/2024

  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.

  We sold our house and the closing was June 27, 2024. I called LCEC on June 28, 2024 to find out if the electricity had been transferred from us to the new owners. My real estate agent said that they had called to transfer the electricity while they were there for the final walkthrough on June 27,2024 The customer service rep. at ****************** told me that the new owners did not call them to transfer the electricity to their names and that the only option I had was to have LCEC go to shut the power on the following Monday July 1,2024 since it was already after 4:08pm and they could not go to shut the power on the same day. The LCEC website mentions that LCEC is open until 5:00pm and so they should have went to shut the power off. I feel I should mot be paying for an someone elses electricity usage for 4 days.

  Business Response

  Date: 07/02/2024

  Dear **************, 

  We apologize for the confusion regarding the transfer of service. Although your real estate agent indicated that the new customers had requested to transfer the service to their names, we did not receive this request. As a result, the service remained in your name. Please note that it is the responsibility of the outgoing customer to ensure that the service is properly transferred out of their name. 
  
  It's important to remember that we require one business day's notice before disconnecting your service. Since you contacted us after 4:08 PM on June 28,2024, the earliest we could schedule the disconnection is on the following business day, Monday, July 1, 2024. Our customer service hours are until 5:00 PM, but we require sufficient time to process your request.
  
  Given these circumstances, we recommend discussing the matter with the incoming customers or your real estate agent to resolve any billing discrepancies regarding electricity usage during this period. 
  
  We understand that this situation can be frustrating and we appreciate your understanding.

  Sincerely,
  LCEC
  Customer Care Center

   

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21919437
  
  I am rejecting this response because: I did not own the house after June 27,2024 therefore the new owners should be charged for the electricity used. LCEC needs to adjust the bill.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/09/2024

  We acknowledge your statement that you no longer owned the property after June 27th, 2024, and we understand the importance of ensuring accurate billing for electric usage.
  
  However,it is important to clarify that we are unable to transfer charges to a new customer without a formal request. The agreement between you, your real estate agent, and the current owners does not automatically transfer the responsibility to the new owner. Our records indicate that we did not receive a request from the new owners to transfer the service into their names before your contact on June 28th, 2024.
  
  Outgoing customers must ensure the service is appropriately transferred from their names to avoid billing discrepancies. As we've previously communicated, providing one business days notice for disconnection requests and same-day notice for connections before 4 p.m. is imperative. LCEC could have facilitated the service transfer if the new owners had contacted us on the agreed-upon date or before the closing. Please note that we accept requests 30 days in advance.
  
  In cases where customers no longer have access to the property or contact us on a Friday, we recommend turning off the circuit breakers as a precautionary measure to avoid being charged for any usage after the transfer date.Alternatively, the new owners can contact us to have the service transferred. This information is stated on our website to help ensure a smooth transition.
  
  We suggest addressing the billing discrepancy with your real estate agent and the new owners to resolve the issue. We appreciate your understanding and cooperation in this matter

• Initial Complaint

  Date:06/27/2024

  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.

  My family and I were away from home for a week. Before leaving, we disconnected all the appliances from the outlet (stove, microwave, TVs, computers, dryer, washer, dishwasher, water heater, etc.), only left the refrigerator connected, and programmed the A/C at 81 degrees Fahrenheit.Upon receiving the LCEC bill we observed that instead of going down, it had increased. Surprisingly, when checking the daily use of the LCEC Smarthub, we were stunned to see that the *** in my house on the days we were away was similar to or higher than what we had when we were home, with all the appliances connected.I immediately contacted LCEC customer service to report the issue. After a few days, an employee, identified as Mr. ***** called me. Mr. ***** blamed my home's air conditioning for the situation. I told him that his answer was illogical and not based on facts since the electric *** consumption in my house can't be the same or greater when we are away than when we are at home since when we are at home the air conditioning temperature is lower. All the appliances are plugged into the outlet and in use. Furthermore, the air conditioning in my house never turns off, it is new and has efficient electricity consumption.According to the information received and the review of comments from other customers on social pages, this is not an isolated case since other LCEC customers have frequently reported this type of situation.I respectfully request a serious investigation of this situation, and that my account be adjusted to the actual *** that was used. Additionally, I request that LCEC refrain from continuing these types of abusive and fraudulent practices to LCEC clients.Sincerely,************************************ *************************************************** Fl. ***** ************* ********************

  Business Response

  Date: 07/02/2024

  Although we sympathize with your frustration, LCEC has done everything within our responsibility to insure the accuracy of your bill and functionality of your meter. We conducted a meter test, which confirmed that the meter is operating within standard parameters, with no issues detected.
  Our team made multiple attempts to contact you to offer assistance with an energy survey. Despite initial difficulties, ***** eventually reached you and scheduled a phone appointment. ***** is highly trained and knowledgeable in addressing energy consumption concerns. During a message to the member, it was suggested that the issues might stem from the air conditioning system. A breaker test was recommended to identify the source of the problem. 
  
  However, during the last conversation between you and ***** on 6/26/24, you admitted to ***** that you had not conducted the recommended breaker test and had only adjusted your AC to 81 degrees Fahrenheit. Regrettably,LCEC cannot provide further assistance if the member is unwilling to cooperate with the suggested steps. We have offered numerous energy saving tips, but you are welcomed to contact our customer care center for additional advice if needed.
  
  Sincerely,
  LCEC

  Customer Answer

  Date: 07/02/2024

   
  Complaint ID: ********
  I am rejecting this response because: Contrary to LCEC statements,they have done absolutely nothing to determine and explain how it is possible that my house KWS hours during our absence, where all appliances were unplugged and the air conditioning was set to 81 degrees Fahrenheit, were equal or higher than when the whole family is present in the house.

  Furthermore, it is inexplicable that the alleged meter test was carried out without notifying me so that I could be present to verify the alleged test. I do not know Mr.*****'s knowledge or training, but his arguments accusing the air conditioning in my house as the cause of the unusual *** consumption during our absence are invalid and illogical, because: (a) the air conditioner of my house is new, it is energy efficient,and it was checked by the air conditioning specialist who confirmed that it was working optimally; (b) the air conditioning at home is always set to a lower temperature than when we were away, so it is unheard of that the cause of the *** increase was due to the air conditioning, and (c) Mr. ***** has not been honest about the breaker test disconnection, as he called me to inform me that the test was a success because my houses *** consumption had decreased when in fact what I did was program the air conditioner to 82 degrees Fahrenheit.

  Finally, according to complaints from Cape ***** residents, this is not an isolated case. LCEC must  take the necessary measures to eradicate this type of fraudulent charges to consumers.  I asking that my account be adjusted to the actual *** that was used. 

  Sincerely,
  
  *********************************

  Business Response

  Date: 07/09/2024

  At LCEC, we strive to ensure that all customer inquires and issues are thoroughly investigated and resolved to the best of our abilities.
  
  We understand your frustration regarding the higher than expected kilowatt hour consumption during your absence. Our records indicate that a comprehensive investigation was conducted by our trained technician. We acknowledge that your presence during the test could have provided additional transparency, however it is not within our normal practices to notify when test will be conducted. This insures the safety of our technicians.
  
  Regarding the air conditioning unit, while we acknowledge that it is new and energy-efficient, various factors can still contribute to increase energy consumption.
  These factors include:
  Temperature Fluctuations: Even if set to ***** degrees Fahrenheit, external temperature variations can cause the system to work harder than expected, especially in maintaining a consistent indoor climate.
  Other ************************ consumption from any remaining plugged-in appliances or devices, even if minimal, can add up over time.
  Energy Leakage: Issues such as insulation problems or other electrical in-efficiencies in the home that *** not be immediately apparent.

  
  Additionally, the breaker test was conducted to isolate and identify potential sources of excess consumptions. ****** communication regarding the test results was based on the data available at the time. LCEC ensures that our billing and equipment is accurate. While we do not claim to know the specific source of the consumption (we can only suggest), we can confirm the amount of consumption occurring. If you wish to have a more comprehensive test done, we recommend consulting with your electrician to help pinpoint what *** be causing the high consumption.
  
  We take every members concerns and complaints seriously throughout our service territory. We understand that not every member will be satisfied with the outcome but rest assured each issue is investigated and if an adjustment is warranted than one is issued.
  
  Thank you,
  LCEC 

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21906365
  
  I am rejecting this response because:
  
  Contrary to LCEC's statements, I do not believe that this electric company goes out of its way to ensure that customer inquiries and issues are thoroughly investigated and resolved, nor do they ensure that billing is accurate. If so, there wouldn't be so many complaints against them.
  
  I doubt the so-called "trained technician" fully investigated why kilowatt-hour consumption during our absence was higher even though all appliances were disconnected from power and the air conditioning was set to 81 degrees Fahrenheit. LCEC had recognized that my presence during the test could have brought transparency to the so-called investigation. In that case, LCEC should have notified me to be present.
  I don't know exactly what LCEC means when they say "they don't notify customers about the test to ensure the safety of the technicians." Wouldn't it be safer for LCEC workers to notify owners of LCEC's visit to avoid confusion with unwanted visitors or thieves? Or could it be that LCEC wants to hide something, or that clients discover irregularities in the so-called test?
  
  Furthermore, none of the factors listed in LCEC's response justify the disproportionate KWH to the increase in energy consumption during our absence.
  
  First, it is a mistake to say that the system worked harder than expected because the temperature was set to 81 degrees Fahrenheit. LCEC must know the relationship between indoor and outdoor temperatures. Based on data from the LCEC smarhub, (See a copy of our property's daily electrical consumption graph from May 10 to June 10, 2024,along with handwritten temperatures, marked Exhibit "A"), the average outdoor temperature and indoor between June 1 and June 3 was the same (81 degrees Fahrenheit), but inexplicably the electricity consumption was 51 KWH hours on June 1 and 2; and 55 KWH on June 3). That is, on those days the air conditioning worked much less than if we had set the air conditioning temperature to 79 degrees Fahrenheit (the temperature it is normally set to).
  
  Secondly, LCEC's second argument is also meritless, there was no "standby power consumption" since as explained above all appliances and electrical cords, except the refrigerator,were disconnected from the power.
  
  Thirdly, LCEC contradicts itself by maintaining that the property could have an Energy Leak. If this were the case, which it is not, the so-called "trained technician" who claimed to have come to my house, would have noticed it immediately by simply turning off the main circuit breaker in the service panel (breaker box) of my house and seeing that the electric meter did not work. My house does not have any energy leaks, insulation problems, or other electrical inefficiencies.
  
  Based on the facts and considering that none of the arguments presented by LCEC justify the inexplicable electrical consumption during the time we were absent from the property, I request LCEC to adjust the electrical consumption of my house for the days we were away.
  Respectfully yours,
  
  ************************************
  ************
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/26/2024

  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 moved from ************ in April 2018. My address was *********************************** I was told since LCEC was an equity that I would receive this money that was kept in an account for me of around $1100. I received checks the first two years around $13 each year Last three years I have received nothing. I called since next year is the seventh year which, according to them the small payouts would be over and the balance would be paid in the entirety. That was the deal when I moved. Today I was told they have done away with all of that and they are currently paying people from 1966 to 1996 which is the rather fantastic story since People from 1996 wouldve been paid off by 2003. Its obvious this is a crooked company and they have no intention of ever paying that money to me and I doubt they pay it to anyone. I realize the state of ******* is not governed by laws, but something needs to be done about this company .

  Business Response

  Date: 05/01/2024

  Thank you for contacting us regarding your concerns about equity ownership and the changes in our retirement policy. We understand the importance of clarity and transparency in such matters and appreciate the opportunity to address your inquiries. In 2021, a decision was made to end final retirements. Final retirements previously paid 100% of unretired equity to former customers who had been inactive for more than seven years. The last final retirement was made to eligible customers in 2021. In 2022, active and inactive customers with unretired LCEC allocations from years 1977-1996 received a general retirement.This year, all customers with unretired LCEC allocations for the years 1998-1999 received a general retirement.
  

  We want to clarify the nature of equity ownership and its relationship to retirements, as it relates to your statement that you would receive around $1100 from an equity account. 
  

  Equity Ownership and Retirement: 
  Keep in mind equity is not cash sitting in the bank. It represents your investment in the electric system as a member of LCEC. Other members before you invested in the system, and it was in place right when you needed it to start service. Their equity is being returned first, and your equity will be retired before anyone starting service after you. The timing of retirements aligns with industry practices, considering the financial cycle and lifespan of our electric infrastructure components. Also, it is important to note that equity retirement has always been subject to Board approval and dependent on LCEC's financial situation. The policy change was made in the best interest of all members,ensuring fairness and sustainability. 
  

  If you have additional questions or doubts related to equity, you can visit the equity section on LCEC.net. This section offers extensive information, answers some of the most important equity-related questions, and is a great resource for staying updated about any changes that *** occur. In this section, you can also find details about equity payouts, such as whether the board has approved them,for which years they were approved, and the approximate payout date.Additionally, you will find the amount that LCEC has proudly paid out over the years.
  

  At LCEC, we act with integrity and transparency, ensuring that all our members are informed and supported throughout their equity ownership journey. Your feedback is valuable to us, and we appreciate the opportunity to clarify these matters.
  

  Customer Care Center

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21626730
  
  I am rejecting this response because: that time I close my account we had an active agreement. You have no right to change the agreement after. If you want to change it in the future, that *** well be your right, but when I left your electric service, you had made an agreement with me, and now you are failing to honor it. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/07/2024

  ****************,
  
  We understand your frustration and sincerely apologize for any confusion surrounding your equity payout. At LCEC,we prioritize transparency, so I'd like to offer some clarity regarding the changes in our retirement policy.
  
  It's essential to emphasize that all equity retirements are subject to approval by the ***** of ********* as has always been the case. These decisions are made with careful consideration of LCEC's long-term financial health and sustainability for all members. The adjustments align with industry best practices, helping us maintain the cooperative's financial stability and preserve equity distribution for current and future members.
  
  We acknowledge your concern that an agreement was in place when you left our electric service. However, the *****'s approval process ensures that any changes to equity payouts prioritize fairness and sustainability in light of evolving financial situations. ******************** makes the final decision in these matters.
  
  For further information, we strongly encourage you to visit the equity section of LCEC.net, which provides details on equity retirement policies and the board approval process.
  
  Thank you for your understanding,and we genuinely value your feedback.

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21626730
  
  I am rejecting this response because:
  You can continue to talk and go around in circles, but the truth of the matter is you have no intention of paying me my equity and you have no intention of paying anyone their equity. That insane story about paying people up to 1996 when by your own admission, your old rules required you to pay them off in seven years, which means they wouldve been paid off by 2003. You are liars in a corrupt state that allows you to get away with it 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/21/2024

  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.

  After several discussions with LCEC's customer service, I've opted to file a case with the BBB. Over the last three years, LCEC has amassed more than 55 cases with the BBB. I believe that if we surveyed all LCEC customers, countless complaints would emerge to support my points. Given that LCEC is a cooperative and the sole electricity provider in our area, it's imperative that they uphold a standard of high-quality customer service and accurate billing.1 - I seek information on the institution in ******* responsible for overseeing customer rights. This would provide us with a platform to raise issues akin to those faced by all LCEC customers.2 - ****************** must respond to all inquiries received via email or through the SmartHub website. However, they've been selective in their responses, often failing to address my concerns, including those related to responses.3 - There's a clear need for improved training for LCEC's customer representatives. Their responses are frequently rude, and they struggle to manage situations effectively.4 - A comprehensive review of their billing system is imperative. I urge all customers reading this to scrutinize their invoices. In my case, a credit of over $500 wasn't reflected in the subsequent invoice. Additionally, late fees were applied despite having automatic payments in place.5 - LCEC levies arbitrary service charges without explanation. For instance, a new charge labeled "Demand" appeared on one of our invoices. Despite my inquiries, they failed to clarify how they determined the charge. Initially in a recorder phone call, I was informed that the price range is within of $6-$12 per kW, later in an email they stated ranged from $11 to $20 per kW. I requested documentation from the outset, How the range of $ changed? what criteria was used for my account?6 - I request a detailed explanation of how these charges were calculated for my billing. Despite no readings over *********************** their reports, LCEC persistently imposes charges labeled as "Demand Charge" each month. It's essential for transparency and accountability that LCEC provides a breakdown of how these charges are calculated and why they're consistently applied, even when no readings exceed the specified threshold. For instance, charges like "Demand Charge ****** kW @ $11.000 $341.34" when the usage kW was "******kw" or "***** kW" and "Demand Charge ****** kW @ $11.000 $380.71" require detailed clarification.

  Business Response

  Date: 04/26/2024

  LCEC is a non-for-profit cooperative governed by a ***** of ******** that are voted on by our members. If you seek to know any more information about LCEC we suggest reviewing our website at www.LCEC.net to read all about our policys and history.
  One page in particular you might find helpful is ************************************************. On there you will find a PURPA (Public Utility Regulatory Policies Act) Public Notice. You may also visit **************************************************************************, if you wish to read a more detailed explanation of Demand Charges and how they are calculated.Commercial locations are charged a demand charge when their usage has reached 20 KW of usage in any 15-minute time frame. This causes a bigger draw or load on the system.
  Demand is measured to determine the amount of the utilitys equipment that is dedicated to serving a specific customers peak needs.Imagine a trucking ********************** who has contracted to deliver 30 loads of dirt to a construction site. If he can deliver one load a day, he can meet the contract with one truck. If he must deliver all 30 loads within the same 15 minutes, he will need 30 trucks. The trucker will have to set his charges depending on the demand on his resources. It would be difficult for the trucker to justify making his customer who buys one load of dirt a month pay the cost of the 30 trucks he bought to meet the contract with the high peak demand for deliveries.It would be fairer for the customer with the high peak requirement to bear the burden for his need demands.
  As of now, the one location you have active on your account last reached a demand of 20 KW or higher on 2/28/2024. In order to remove the demand charge we would need to see that the location consistently hits under 20 KW (for any 15 min timeframe) consistently for a 12 months time frame.
  We regret to hear that you did not have a positive experience with our ********************* We will review the calls and provide the necessary feedback and training if needed. Our customer care email is not monitored, it is only used for outgoing emails. We will review all outgoing emails to insure the alert is on the outgoing message.
  We appreciate the feedback you have provided, thus helping us better anticipate the needs of our members.
  
  Sincerely,
  LCEC
  Customer ***********

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21602946
  
  I am rejecting this response because:

  LCEC didn't answers any of my points. It is a coincidence that "DemandCharges-Revisions2024.pdf" document  has been updated after my complaint. I requested it multiple times and never was provided. They can change and make the rules as they convenience.

  1 - I seek information on the institution in ******* responsible for overseeing customer rights. This would provide us with a platform to raise issues akin to those faced by all LCEC customers.

  2 - ****************** must respond to all inquiries received via email or through the SmartHub website. However, they've been selective in their responses, often failing to address my concerns, including those related to responses.

  3 - There's a clear need for improved training for LCEC's customer representatives. Their responses are frequently rude, and they struggle to manage situations effectively.

  4 - A comprehensive review of their billing system is imperative. I urge all customers reading this to scrutinize their invoices. In my case, a credit of over $500 wasn't reflected in the subsequent invoice. Additionally, late fees were applied despite having automatic payments in place.

  5 - LCEC levies arbitrary service charges without explanation. For instance, a new charge labeled "Demand" appeared on one of our invoices. Despite my inquiries, they failed to clarify how they determined the charge. Initially in a recorder phone call, I was informed that the price range is within of $6-$12 per kW, later in an email they stated ranged from $11 to $20 per kW. I requested documentation from the outset, How the range of $ changed? what criteria was used for my account?

  6 - I request a detailed explanation of how these charges were calculated for my billing. Despite no readings over *********************** their reports, LCEC persistently imposes charges labeled as "Demand Charge" each month. It's essential for transparency and accountability that LCEC provides a breakdown of how these charges are calculated and why they're consistently applied, even when no readings exceed the specified threshold. For instance, charges like "Demand Charge ****** kW @ $11.000 $341.34" when the usage kW was "******kw" or "***** kW" and "Demand Charge ****** kW @ $11.000 $380.71" require detailed clarification.

  Sincerely,
  
  *******************************

  Business Response

  Date: 05/06/2024

  
  The Demand Charges document was not revised after your complaint, this document has been always been on our website. We do label the document with the last year it was reviewed and revised to insure we are providing the most update information to our members. You can use the search bar on our website to look up any topic you wish to know more information about. We will remind our agents where they can direct members to if they request this document.
  

  Please note we do not have direct affiliation with any institution in ******* responsible for overseeing customer rights. We encourage independent research to obtain the desired information.

  
  We do encourage our members to stick to monitored forms of communication. Our customer service email does have notice to not reply to this email.

  
  As mentioned earlier, we are actively improving our training where necessary, feedback is always appreciated.
  

  As for a credit on your account, we are assuming you are referring to deposits that were refunded. Those deposits were refunded as a credit to your account. That refund helped to pay for the bill that printed in February, you only paid out of pocket $25.12 for that bill. If you wish to discuss any account specific billing questions please call into customer care center, ************.

  
  Our rate tariffs are also available on our website for you to review, ******************************************************************************* can find your Rate Schedule GSD starting on page 24. Under Application, This schedule is applicable to all electric service required for lighting, power,and any other purpose with a maximum demand in excess of 20 kW during any three of the preceding 12 months. The minimum terms of service under this rate schedule shall be 12 months. There was a demand over 20kW per the September 2023 through March 2024 bills. Demand charge can only be removed after 12 consecutive months of no Demand measured at 20 KW or more for any 15 min timeframe. 

  
  On page 25 you will find Determination of Billing Demand, The demand to be used for billing purposes shall be the maximum fifteen (15) minute integrated demand occurring during the billing period as indicated to the nearest one-thousandth of a kW by a meter installed to measure demand, but in no event shall billing demand be less than 20 kW or the contract demand, if applicable, nor less than seventy (70) percent of the maximum measured demand,if applicable, during the preceding eleven (11) months. Even though you havent been using the 20 kW requirement in the past month, you are still billed no less than 70% of the maximum demand in the last 11 months (per December 2023 bill you were ****** kW)/ ****** kW multiplied but 70% - 31.031.
  
  We hope that explanation helps.
  
  Sincerely,
  LCEC
  Customer Care Center

  
  

• Initial Complaint

  Date:04/18/2024

  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 am writing to express my extreme dissatisfaction and disappointment with the service provided by LCEC. Several issues have arisen that have caused significant inconvenience and distress for my household. First and foremost, I wish to address the matter of account management. Despite my request to consolidate my accounts into a single one under my Living Trust, LCEC continued to maintain separate accounts in my personal name. As a result, I have been receiving two different bills in the mail for two different accounts, leading to confusion and frustration. Furthermore, despite making a payment to LCEC earlier today (April 17th, 2024) to credit my account, I returned home to find my electricity disconnected. This occurred even though I had recently received a bill from LCEC due on April 18, 2024. This sudden disconnection has had a severe impact on my household, particularly as I have a one-year-old and a five-year-old to care for. Upon contacting LCEC and speaking with a representative named ****, I was informed that there was nothing that could be done to rectify the situation immediately. Despite explaining the urgency of the matter, including the fact that my baby cannot sleep in the overheated house, no assistance was provided. Additionally, I find it unreasonable that I should have to wait over 24 hours for someone to come out and address the issue, especially considering that everything in our house is reliant on electricity. This disruption has prevented me from even being able to cook dinner for my children, adding to the distress caused by the power outage.In light of these issues, I am filing a formal complaint with the Better Business Bureau to bring attention to the inadequate service provided by LCEC. I request that appropriate action be taken to address these matters and ensure that LCEC improves its service standards to better meet the needs of its customers.Thank you for your attention to this matter.Sincerely,***************************

  Business Response

  Date: 04/22/2024

  LCEC mandates a thorough review of requirements prior to commencing service for a commercial account, a living trust as the account holder would be considered a commercial account. We regret any oversight in conveying this information during your initial inquiry to transfer service to your living trust. Rest assured, we will thoroughly review the recorded calls and provide necessary feedback.
  For personalized account updates, we recommend contacting our member care center directly. Due to privacy concerns, we refrain from disclosing specific account information on public forums.
  
  Our automated system diligently notifies members of past due balances via phone calls prior to disconnection. Our records indicate two such attempts were made on April 2nd and April 4th.  Service restoration for is expedited, with same-day restoration available if payment for past due balance is received before 4pm.
  
  Although we received your payment at 6:25pm, beyond our standard operating hours, our after-hours representative promptly acknowledged receipt and assured reconnection during the subsequent business day. To streamline future transactions, we recommend utilizing SmartHub, our online platform for account updates, bill extensions, and payments. SmartHub access is conveniently available via our homepage at www.LCEC.net.
  
  We empathize with any inconvenience caused by the service disruption. However, its essential to clarify that no procedural errors occurred on LCECs part, which would necessitate an after-hours service visit for reconnection. As a one time courtesy, we have waived the $50 connect charge that would have been billed for reconnecting the service. We appreciate your outreach and the opportunity it affords us to clarify any misunderstandings.
  
  Sincerely,
  Customer Care Center 

• Initial Complaint

  Date:02/14/2024

  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.

  LCEC purposely cashed my check late just so they can charge me late fees. On the 5th, I mailed them 2 checks from 2 different checking account totaling ******. They cashed the one for ***** right away, they then waited 5 days to cash the second one. Late fees was applied on the 10th. If they had cashed and applied both checks to my account right away, I wouldn't have been charged a late fee.I would like them to credit me that $10 late fees because their vindictive move is why I got charged it in the first place. Both checks were mailed together in the same envelope along with the payment stub. Yet they were cashed and credited to my account 5 days apart

  Business Response

  Date: 02/19/2024

  We did receive both checks, however the check for $100 was not able to be read by the electronic system so that check was sent to the payment center in ********* for manual processing.  The $10 late fee has been removed from your account as it is not our intentions to purposely charge you a late fee.  Things of this matter do happen time to time,we work diligently with our customers to ensure if a mistake was made by LCEC that it is fixed immediately. We do apologize for any inconvenience this may have caused.
  

  Sincerely,
  

  LCEC
  Customer Care Operations

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21291418
  
  I am rejecting this response because: they could have credited the account prior to sending the check to processing, which is what happened because the check wasn't cleared until the 20th. There were no need to delay posting the payment to my account.

  ****************** mentioned it was a common error so I'm wondering how many other customers they've done that to over the years, delayed posting a payment in order to grow their pockets since their objective is how to make and save money, not the customers well being. Knowing them, they probably delayed the payment, then yell at the customers once they told them that.

  At the BBB, their answers are professional, at their call center they are nothing but rude and condescending after they wrong you. So how many customers got yelled at lcec due to their machines not being able to process a check which result in the customers receiving a late fees? I bet too many to count 
  
  Sincerely,
  
  Malide Coulanges

  Business Response

  Date: 02/29/2024

  Once the matter was brought to our attention we waived the fee as it is not our intention to purposely charge you or any member a late fee. This is not a common error however things like this can happen from time to time. We work diligently with our customers to ensure if a mistake was made by LCEC that it is fixed immediately. All of our representatives are able to assist each member and waive fees accordingly. Our sincerest apologies that you have not had a pleasant experience with your calls into the call center, we appreciate your feedback and will look into this matter.
  

  Sincerely,
  

  LCEC
  Customer Care Operations

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21291418
  
  I am rejecting this response because they're lying. 
  "We work diligently with our customers to ensure if a mistake was made by LCEC that it is fixed immediately." When you made the mistake of cutting my trees you did not work diligently with me to ensure it was fixed. You blamed it on the former tenant who had evacuated the premise 4 months prior and told me to take them to court to pay for your mistakes. You never spoke to them about my trees yet claim under oath in court that you did.

  
  Sincerely,
  
  Malide Coulanges