ComplaintsforConnexus Energy

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company is the only provider of electricity to our city/location. Every year, multiple times a year we have power outages that last 3-4 hours sometimes longer. They repeatedly say it is due to vegetation and they only check the lines every 4 years. But, this specific location involves 42 houses so it is a specific area that has repeated power outages multiple times a year, year after year and they are doing nothing preventative to keep this from happening. Rather, they choose to play defense and only address issues once they occur. This is a small distance of line that this causing major problems for these homeowner and Connexus does nothing to communicate with us about their plans to keep this from happening. They need to come up with a permanent solution to this issues as it is a serious safety issue. It not only affects typical house equipment powered by electricity but it also affects medical equipment such as oxygen machines, CPAP machines, feeding tube machines and other various medical equipment that is powered by electricity. Given the small # of homes involved it tells us that this is a specific location that has some sort of unique issue that could and should be addressed and CAN be addressed but they choose not to do anything about it. I have tried to speak to someone in management but have been refused. We as customers/owners are only allowed to speak with customer service who simply says "sorry this is happening" and do nothing more. I have asked to speak to a supervisor and am told they don't know who that would be or who they could transfer me to, thus they are clearly showing they do not care.

  Business response

  06/13/2024

  I called **************** to discuss her concerns. **************** wanted to ensure we are aware of the outages in her area and see if there is anything else that can be done to help. I explained that we take outages very seriously and do our best to manage them. We rank in the top 5% nationally among electric utilities in terms of reliability.
  
  I informed her that we conduct over 300 miles of vegetation management each year and that we were in her area last year, trimming trees on the entire circuit. I reviewed the four outages **************** has experienced since 2018 and explained that three of them were due to vegetation. I also mentioned that we are only allowed to trim trees in the right-of-way unless we receive special permission from the homeowner. Since the power lines in her immediate area are located in the backyard, it can be more challenging to identify issues before they arise.
  
  I assured **************** that I would have our vegetation control coordinator inspect the lines in the backyards to identify any potential threats or concerns. I told her that if we noticed any issues, we would note the addresses of the properties that *** need to take action and call the homeowners to inform them.
  
  I asked **************** if she wanted any follow-up regarding the actions we would take, and she said she did not need anything more.
  
  Thanks,
  
  *******************
  

  Customer response

  06/13/2024

   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.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dead ash tree is over power lines. Had Connexus rep out earlier in year to trim branches hanging on the line. He said they would not remove the dead tree but would do a "line drop" when I could get a tree removal service out, and to call when ready. 5/3/24 Connexus chat to Representative Treasure. Issue verifying (I did not give Social Security when applying for Connexus and asked for other method to verify. Was told No). I need to have someone from Connexus ************************ call to offer alternative method of identification OR someone from Connexus *************************** to verify using the other ID points I already have on file. Thank you for helping.

  Business response

  05/06/2024

  Thank you for allowing us an opportunity to respond to the complaint from ********************. The complaint has been resolved. We reached out to her, and a line drop has been scheduled, allowing her the opportunity to have someone remove the tree as she requested. We have also made sure that the other pieces of identification are added to her account so that going forward we are able to verify her using something other than the last 4 of her social security number. 

  Please let us know if there is anything else we can assist with.

   

  *************************

  Member Services Supervisor

   

  Customer response

  05/06/2024

   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 appreciate the quick response by the Connexus Energy representative and thank the BBB as well. 

• Initial Complaint

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a Connexus customer I have two service poles or accounts with Connexus . On October 13th 2022 Connexus came out at my request to perform maint. to remove a wasp nest on one of my Transformers. The issue arose when technicians drove their large commercial boom truck down my driveway(2nd time first not reported),and all the way to my pole barn right up to the 2nd pole they were taking Nest off from. The large boom truck that drove on driveway is probably approx. min. ***** lbs+ but a residential drives only rated for a max.of ***** lbs.. this is where I feel the negligence or liability comes in..my driveway was not new but whose is ..fact is they're large truck sank an approximately 20-ft section of my driveway 6-8", opened up cracks and cracked edges where they backed back and forth in my L shaped driveway to turn the big truck around to get out.. anyway a person from Connexus came out and they referred claim to their insurance company ********************************** Exchange who then sent a third party adjuster out and then denied claim in a letter denying negligence and liability for claim. I followed with insurance company who again denied claim on phone. The denial letter from insurance had no appeal process requirements or any other info. I feel Connexus's ***************** is acting in bad faith by not upholding their contractual policy agreement with Connexus due diligence , using third party that's why I'm starting with BBB complaint to give Connexus a chance to address with their ins. *** for hopefully a better resolution for all of us ... I think we're all aware of what happened I think we all have agreed or admitted that liability and negligence is present and that damage was done to my driveway by driving that large truck on it again hopefully we can resolve.. if not my next step will be filing FTC complaint, insurance commission complaint and possible Court action for Connexus and ********************************** Exchange if needed

  Business response

  01/04/2023

  The following is a response in regard to ************************ complaint:

  ******************** called CNXS asking us to remove a wasp nest from a pole back by his pole barn. The only way to access his pole is by accessing his property. We were out to remove the nest on 10/13/2022. While on the property, the homeowner expressed he was not happy with us on his driveway, so we removed our truck from the driveway, and removed the wasp nest another way rather than accessing with the truck. Later ******************** called and was upset that our field rep ***** take the wasp nest with him.
  
  ******************** called and spoke with our claims representative, and within the call stated that he recently re-sealed his driveway and that he has had heavy trucks on his drive previously (driveway leads to a pole barn). Our claims representative did go out and meet with *******************, and they looked at his driveway together. The spots he showed her were clearly old damage / no new cracks (sand, debris, vegetation, sealant visible in cracks). Our claims representative expressed verbally that she was having a difficult time seeing any new damage. He walked away and went into his home. We took photos of the areas he was concerned about and sent them to our insurance company. Our insurance company agreed that everything looked like prior/old damage. In good faith, our insurance company sent out an adjuster to look. The 3rd-party adjusters report agreed that they failed to see any new damages.
  
  At this time, we will investigate further and follow up with our insurance company to see if additional steps need to be taken. 

  Regards,

  *************************

  Member Services Supervisor

  ************

  
  
  

• Initial Complaint

  04/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am a Connexus Energy customer and have contacted their **************** at least twice asking to be removed from the **** mailing list for the Connexus Connection quarterly newsletter. My requests been ignored, as another newsletter arrived yesterday. I really detest junkmail and would like these newsletters to stop.

  Business response

  04/11/2022

  Thank you for the opportunity to review your request and concern regarding receiving our quarterly newsletter. Until today, we did not have a way to remove you from receiving the newsletter. We have now developed a way to be sure that you are removed from the list before sending the newsletter out. We apologize for the inconvenience this caused you. You should not receive the next newsletter that is sent out. 

  Please reach out to a supervisor at Connexus Energy if you have further concerns. We can be reached at ************ 730am-530pm.

   

  Thank you!

  Customer response

  04/12/2022

   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.

*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. ↩