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ComplaintsforCanoochee EMC
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/02/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
On January 15th I received a bill from this company for $480 for a pay period of December 15th to January 15th. My previous payment cycle was only $50. On January 24th I stopped by this business and inquired why my bill was so high. My usage had spiked from an average of 5kw a day to over 200 kw on December 19th, a day I was not home. I was repeatedly told that there was an issue on my end. I went home, without changing anything electrical inside my house, and monitored the meter. Immediately my meter returned to a normal rate of change average 10-15 kw per day. The temperature has stayed relatively consistent with no drastic swings in either direction. I have consistently been told that there was an issue on my end but I have had no trouble whatsoever in regulating the temperature of my house, which was built in the last few years. I fully believe that Canooche EMC artificially spiked my power usage to attempt to squeeze more money out of me. They have been nothing but rude and apathetic ever since I have moved here. Recently I reached out to for legal help to contact this company and they once again lied to my attorney, saying that it was an issue with my air conditioning. They are a total monopoly in my area and supply power to the local army base. They have no incentive to treat their customers with any amount of dignity or respect. They use the lack of competition and likely massive contract with the government to put a strangle on my rural community.Business response
02/02/2024
We reached out and spoke with *** ****** on 02/02/2024. We discussed his high energy use and possible reasons for this, and also possible solutions. Our immediate solution for him was to sign up for high usage alerts and we also shared the information received from his meter so he would have a better understanding. He is now signed up for high usage alerts, and he was given a direct number to call for the best representative to speak with about energy efficiency in the future.Customer response
02/06/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: ********
I am rejecting this response because: Their automatic alert system has no basis in reality, it is merely an estimate. On 04 February the usage alert said that I used 70kwh, in reality it was only 28kwh. On 05 February the usage alert said that I used 53kwh, in reality I used only 11kwh. Customers cannot access their actual usage by day or by hour without physically checking the meter or asking the business for a by hour usage. They claim that this usage is accurate even though they explicitly state that they do not take a reading of the meter every day, only once a month. This absolute lack of transparency leads to plenty of opportunities to alter the numbers. Their explanations for my high usage has no basis in reality. I have had professional electricians check my entire house and they have found no fault. The electricians have also raised issue with the lack of correlation between power consumption and temperature, the incredible consistency with alleged day by day usage, and have spoken on multiple prior issues with this company. The power company is totally unable to explain why my usage spiked on a day I was not home and immediately dropped after speaking to them. They cannot give concise answer when asking questions and will merely speak on systems that they can shift blame to another party. They have a total monopoly on the area and a contract with the local military base giving them no incentive to provide any level of customer service to their constituents.
Regards,
****** ******
Business response
02/07/2024
We have met with the member and spoken to him or his attorney on three occasions. We did not find any issues on our side of the meter. We would be happy to speak with *********** HVAC technician and work with them to further investigate. Thank you.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.