Complaints

This profile includes complaints for Walton EMC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Walton EMC

  842 Highway 78 NW Monroe, GA 30655

• 

  Walton EMC

  PO Box 260 Monroe, GA 30655-0260

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:02/08/2024

  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.

  ***** keeps failing over **************************** the same area it needs to be fixed correctly

  Business Response

  Date: 02/23/2024

  We haven't received any inquiries on issues in the area. The member will need to contact our office to report the issue properly. 

• Initial Complaint

  Date:12/14/2023

  Type:Sales and Advertising 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 came home from work on 12/13/23 @7:45 pm to learn my gas had been disconnected. When I called the emergency line they said it was due to non-payment. I was shocked. I've lived at this residence for over 2 years and never had my service disconnected for non payment. I called every emegency line and could not get a live person. When I called at 7 am 12/14/23 the rep was so rude to me she even hung up on me. When I called back in hopes of getting a new rep she was able to assist me to get my services reconnected on 12/15/23. I then requested to speak to a Supervisor and they transferred me to someone's voicemail who is not listed as Manager or Supervisor on the website. I have 3 children in the home, one who is 3 years old and Autistic, so not only were we all cold last night, she's home all day with a caregiver. Walton Gas Terms of Service states that they are supposed to make every effort to contact a consumer before disconnecting. My bill stated that I had until 12/22/23 to make payment or service would be disconnected on 12/26/23. Additionally, ther terms further states in Section **** Seasonal Limitations no service would be disconnected Nov. 15 - Mar 15. None of the representatives seem to be aware of the policy.

  Business Response

  Date: 12/15/2023

  ************************ services were disconnected for non-payment for a past due amount that was originally due on 11/01/23 with a disconnect date of 11/27/23. We sent a delinquent notice in the mail and a past due alert on 11/02/23, a due date alert on 11/19/23, and a courtesy phone call on 11/21/23. There is also notification on her invoice of the past due amount. It seems the customer unfortunately was only referring to her current statement and not realizing we hadn't received a payment for her services since 10/06/23. ************************ services were reconnected as of 12/14/23. 

  Walton Gas strives to provide the best customer services possible. 

   

  Customer Answer

  Date: 12/17/2023

   
  Complaint: 21006286
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/22/2023

  Type:Product 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 first gas bill I received at a property I recently moved to in December was extremely and suspiciously high, it was $568. I was speechless when I received a gas bill in this amount. I immediately contacted Walton with no direct answers provided. After speaking with Walton I determined it was best to wait for a second bill in order to have comparison. I received the second gas bill which was $153.00, a significant difference from the first. I contacted Walton again to submit an official dispute to have the first charges investigated and was told I could not dispute the charges because the service was used. I explained repeatedly I would like the charges researched because there had to be an error of some sort or maybe a leak of some sort but there was definitely an unknown issue. The Walton rep stated for that first bill of $568 I had not locked in a rate and I explained that I did not lock in a rate until I was informed that rate locks only occur with gas and not electric. I was informed no rate locks happen on electric service after I received my first gas bill and I immediately locked in a gas rate in that conversation. However, even with a rate lock the charges for the first month of gas service were extremely inflated. After being told over the phone that I could not dispute the charges I followed the dispute instructions on the back of my bill using the email address listed. The email response I received to my dispute request advised that I must call into the call center. At this point, I started getting the runaround and no one at Walton will to assist. I then called into customer service call center again and requested a supervisor who stated the only thing that could be done was an unreasonable payment agreement. I just want the charges from my first bill investigated and explained in plain English how such charges are reasonable for 30 days of gas service and a locked rate applied. It was intentional to avoid locking a rate and informing me of such.

  Business Response

  Date: 03/01/2023

  Unfortunately, during this period, most customers have called with high bill complaints. We are willing to work with the customer as far as making payments and we have made an arrangement for the past due balance to be paid no later than 03/10/23. Also, the customer is switching to another marketer as of 03/01/23, so there is nothing further we can do to assist her at this point. 

• Initial Complaint

  Date:01/24/2023

  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.

  I contacted Walton EMC on 1/24/2023 about my extremely elevated bill for my natural gas service. I first spoke to a rude customer service representative by the name of ******. The representative stated she would address my concerns about my bill but had to put me on hold. I was on hold for over 15 minutes and not once did come back on the phone and say sorry for the inconvenience I am still addressing your billing issue. I had to hang up and call back the Walton customer number to speak to someone else, who stated that representative ****** sent a group email that if I called back they should address my concerns. This company has the worst customer service.

  Business Response

  Date: 02/01/2023

  I have tried calling the customer to address her concerns and there is no answer nor has she responded to the voice mails. Her bill in not out of line with previous usage and is higher in dollar amounts because she is on a new fixed rate, which is higher than previously. 

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18891484
  
  I am rejecting this response because:
  I received a call on Monday (1/30/23) at 11:14 am. Like most people I work during the day and I was not able to answer the call. And as for my bill, the rude representative told me my usage was low enough that it doesnt justify my bill doubling what I normally pay. 
  Sincerely,
  
  *************************

  Business Response

  Date: 02/01/2023

  Sent customer an email requesting her to contact me directly to respond:

  Hi Ms. ***************** are reaching out to you by email, as trying to contact you by phone has not been successful. We have received the complaint filed by the Better Business Bureau and would like to speak with you regarding your concerns. If you would, please give me a call directly at your earliest convenience so we can discuss your concerns.
  
  We appreciate your time.
  
  Thank you,
  
  *************************
  Consumer Services Director
  Walton EMC
  842 US Hwy 78
  ******, **. 30655
  ************
  

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18891484
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/03/2023

  Walton has not addressed my complaint or taken any accountability about my bill or how I was treated by there rude representative, but instead they have dismissed my concerns and this was very evident when I spoke to their representative ******* 

  Business Response

  Date: 02/07/2023

  We have tried multiple attempts to explain the bill in detail to the customer. We have made every effort to make sure the billing is accurate and also had AGL go out and verify the meter reading. 

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18891484
  
  I am rejecting this response because: Walton EMC has not made every effort to explain the bill to me nor did they get AGL to come out to my home. I had to file a complaint against AGL in order to see a response and I am still waiting as of today for a technician to come to my home to do an actual service call about my high gas bill.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/09/2023

  We followed up again with ****************. We advised a new reading has come in from ***. We also suggested checking her meter herself to make sure the readings are in line and explained how to read the meter. We also suggested possible gas leak if she smells a rotten egg smell around her appliances or around the meter and to call AGL immediately. She advised us that she was waiting on AGL to come out and would call us back to advise us of what was going on. 
  
  
  
  

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18891484
  
  I am rejecting this response because:
  I never said I would call back anyone from Walton EMC about AGL coming out to my home to correctly assess my meter. A technician from AGL was scheduled but never showed up to my home. 

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

  Business Response

  Date: 03/02/2023

  Attached is a screen shot of the information directly from *********** Light's system showing proof where they did in fact have a field service rep physically go to the location on 02/13/23. The *** found no issues with the meter and verified it was registering the readings correctly. ******************** meter reading for 01/20/23 was **** and her new reading for 02/20/23 is ****. Her meter is accurate and working properly.
  

  Customer Answer

  Date: 03/02/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/04/2023

  Type:Order 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.

  On January 4, 2023 I logged into my utility account to pay my electricity and gas. I paid all amounts owed as I did not receive any notices for payment due so I remembered to log in to pay today. I got home today at 630pm and my electricity was disconnected. I never received any notices from the company regarding a past due amount owed. I she never been delinquent in any utility bills before. I spoke with ******* a supervisor who was very rude and condescending towards me. She confirmed I am not delinquent and stated they would not turn my power back on without an additional $300. I stated I never received any notices from this company and to disconnect services they must send a notice of a balance due. She stayed regardless I must pay the $300 or they will not turn the power on. I paid the $300 within 5 minutes or arguing for proof of notices of the delinquency. I am expecting a full refund from this company or I will be filing a civil suit.

  Business Response

  Date: 01/06/2023

  ****************** was contacted, and the deposit amount was refunded. 

• Initial Complaint

  Date:12/01/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is listed on my credit reports as bad debt. I have never had this service. This should removed immediately

  Business Response

  Date: 12/06/2022

  Walton EMC has contacted ****************** directly to inquire about complaint. ****************** advise she was going through a hardship at the time the service was established and must have forgot to call to cancel the service. Given the customer's situation we have taken care of the customers account and also notified the collection agency to update the status so this will no longer reflect on the customers credit report. ****************** seemed appreciative of the resolution. 

• Initial Complaint

  Date:09/29/2022

  Type:Product 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 tried to lock in a gas rate online but it said I wasn't eligible. I sent an email asking why I can't do it. They told me to call. I said that I have a disability and need to do this online. They didn't care and told me to call. I had to threaten an ADA ******* to get them to help. They sent me a form to sign and send back. I did. Nine times. They never received it because their email is set up to block emails with attachments. I pointed this out and they didn't care. Finally I had to have my husband call and yell at them. I don't want to give them my money anymore because all of this took literal DAYS. They treated me like I don't matter and I don't count and my needs aren't important enough for them to make it easy to set this up online.

  Business Response

  Date: 10/07/2022

  This matter has been resolved for our customer.  

• Initial Complaint

  Date:07/21/2022

  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.

  Date of Billing: 07/07/2022 I moved to a new location and was dumbfounded to find that my first **** on my property was a $330 electric **** for the month. I normally used to pay $150 for a house of the same size. We have kept our house temperature at 78 degrees the whole time. Upon my inspection of the meter, I found the reading was lower than the **** current read. For example, the billing statement read the meter as "******" and after receiving the statement I read my meter which suggests reading between ****** to ******. I took a picture of that reading and send that to the customer service department. It makes no sense that the meter reads less than what I was billed for in the statement. The customer service would not adjust my **** but blamed it on a defective meter and ordered a replacement for that meter. Now assuming that if the meter was bad then is it my fault that it was read incorrectly at their end, and I was charged a **** randomly through an estimate?

  Business Response

  Date: 07/28/2022

  **************** was concerned that his meter was not registering his power usage property.  We have researched this complaint, installed a new meter and performed a meter accuracy test on the previous meter for the location.  The meter test confirmed that the meter was registering properly.   ******************** daily power usage registering on the new meter is inline and consistent w/ the usage on the old meter and with the usage of the previous occupant of this home.  Walton has found no problems with our metering devise. Our member service representative has talked with **************** and explained our findings.