Complaints

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had called White River about their Connect High ********************** on Wednesday July 31st. I spoke to a very nice representative and he scheduled an installation for Friday August 2nd at 9 a.m., (He gave me a 2 hour window so 9-11) so I didnt work that morning. Well, 11 am came around and nobody showed up. I waited to 11: 15 and finally called them and waited on hold for at least 20 minutes. Finally a young lady answered the phone and I told her the situation.. I was angry with a no call no show for such a major business!. She said she understood. I told her that this was not a good start and my current internet provider Optimums retention team was offering me a really good deal($49 for 1 GB) that I think I might just stay with Optimum I was so frustrated. She transferred me to the local Branson Manager and I told him my situation again. He said he understood my frustration and they had staff from out of state that arent totally trained (Paraphrasing) and service wont be available for hookup for 6 weeks. I told him about Optimums offer to me and I think for the no call/no show I should get some kind of adjustment to stick with them. That I lost work time and a professional business doesnt no call/no show. He told me he couldnt make that decision but his manager could but he was at lunch. I told him I had to leave and work but would be back around 4 pm. He told me he would call me after 4 pm. He also was a no call! Terrible **************** for a business I have been with for many years!

  

  Business response

  08/07/2024

  August 6, 2024
  
  Better Business Bureau
  Serving **************** &*****************
  **********************************************************************************************
  
  Re: *******************
  ******************************************************
  Daytime Phone: **************
  E-mail: ****************
  BBB Complaint ID # ********
  
  White River Connect began out of the need to serve the rural areas of **********************************, *****, Stone, and **************, who have limited access to high-speed internet. White River Connect,powered by White River Valley Electric Cooperative, is committed to serving our customers with the same commitment and best-in-class service they have come to expect from White River Valley Electric Cooperative for eight-five years.
  
  We appreciate Mr. ****** constructive view regarding his interactions with our team and understand his frustrations. While our team works through the many challenges associated with building out our high-speed internet service, attention to details may sometimes fall short of the customers expectations. The Connect team reached out to ************** the afternoon of August 5, 2024, regarding his frustrations and offered him a free month of service for his trouble, and ************** accepted the offer. In addition, the Connect team has reviewed Mr. ****** interactions regarding the process of obtaining services;evaluating the processes and missed opportunities.
  
  We believe we have taken care of Mr. ****** expressed concerns and look forward to servicing his high-speed internet needs for many years to come.
  
  Should you have any further questions regarding Mr. *************** situation, please do not hesitate to contact us.
  
  Sincerely,
  White River Valley Electric Cooperative, ****
  White River Connect

   

  Customer response

  08/08/2024

  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,
  
  *******************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a heat pump HVAC system that is three years old, Friday, June 28th our system quit working. Our neighbor is an HVAC tech, we asked him initially to look at it. It had set a code for over voltage protection and the circuit board in the outdoor unit had fried. When he measured the voltage going into the unit, it was 250 v. He told me this was too high and could have been the reason the board went bad. The following day we had HVAC Master come out to replace the board as it was under warranty. He also measured the voltage going into the unit and measured it at 251 volts, he also told us this was too high and we needed to contact our electric company. He said that the board would be covered under warranty but if this happens again, due to the over voltage, it would not be covered. I was also told by both HVAC professionals that this over voltage could also cause damage to other electronics in my home. I contacted White River Valley Electric regarding the over voltage and explained the situation, I was told it was within the nominal voltage and they would not do anything about it. I can't remember the name of the representative I spoke with. He said since this was an isolated incident, and no one else in my area has had problems, there is nothing they will do. So I already had to pay the labor to replace the board, but next time I will have to pay almost $2k to replace it. The representative was not helpful and on the verge of rude. I don't understand why 2 different HVAC professionals would tell me there is a problem but the electric company says it's within normal range even though it's high. I want something done to correct this.

  

  Business response

  07/11/2024

  July 11, 2024
  
  Better Business Bureau
  Serving **************** &*****************
  ***************************************************************************************************
  
  Re: *************************
  ***********************************************************************************
  Daytime Phone: **************
  E-mail: ********************
  BBB Complaint ID # ********
  
  When reaching out to White River Valley Electric Cooperative, **************** spoke to our Vice-************************************ ************************
  
  White River Valley Electric Cooperative takes pride in the electrical system it has built, as well as the service it provides. Any member who receives power from WRVEC will see nominal incoming voltage level changes over the course of the day to a small or large degree. Many factors play a contributing role to voltage fluctuation including:  1) location of the service on the distribution line, 2) proximity to large electricity consumers, 3)proximity to utility voltage regulating equipment, 4) seasonal variations in the overall system voltage levels, 5) load factor on local distributions system, and 6) weather.
  
  ANSI C84.1 (Electric ***** Systems and Equipment Voltage Ratings (60Hz)) establishes nominal voltage ratings and operating tolerances for 60Hz electric power systems above 100V. The standard allows an operating range at the meter socket of ******* Volts or ******* volts. It is important to note that this range is for sustained voltage and not momentary voltage variation due to switching, fault conditions, etc.
  
  WRVEC ********************** has installed voltage monitoring equipment at the meter socket of the ****** home.**************** will be contacted to discuss this situation and seek an amiable solution. ***** maintains that voltages being supplied to the ****** residence are within the acceptable range provided by C84.1.  Consideration and study will be given to lowering the voltage at this location, but sensitivity will be given to ensure WRVEC is continuing to provide adequate voltage to all members throughout the feeder.
  
  Should you have any further questions regarding **************** situation, please do not hesitate to contact us.
  
  Sincerely,
  White River Valley Electric Cooperative
  
  
  
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had some storms in the Last 48 hours. This morning we had our neighborhood electric (51-100 customers) shut off in order to do repairs something miles North of the town that did have storm damage tho my household is South of town. So 51 - 100 customers have had to do without Electric since 8am and is still currently off as I am typing this (1pm). So now 50 + customers that have refrigerated food and frozen food as well as any deep freeze or additional icebox full of food that is spoiling. Wouldn't a company forewarn of Repairs coming for homeowners especially to go get ice and fill Ice Chests in order to save some of what is being destroyed? Or offer those customers who have to go out and repurchase and expensive amount of food to replace what was lost a hefty discount on their electric bill rather than an "I'm sorry your pay us for your Electric Service but all you get is an I'm sorry"? I'm really disturb at the fact of what's happening in the world already with the Heat Factor, now my own Electric Company is just adding more to it on this Grid I live on. A very upset and out of pocketed expensed customer of this Electric Company. I don't want to hear I signed a waiver by accepting Electricity thru this company, because it's about Service to the Customers - aka Customer Service . . . to which is lacking here, for this is an apparent Controlled Situation of Repair, not from a Storm. Come on over tonight... let me Cook Dinner for you with what's been in my Fridge since 8 am and see if you'll eat it.

  

  Business response

  08/08/2023

  While we understand the impact of not having the availability of electricity to keep Mr. ********’ food refrigerated, we also understand the importance of restoring power to all our members in a safe manner. Sometimes weather events are not our friends, but we do our best to mitigate damage that also includes loss of service. WRVEC will not be compensating Mr. ******** for his refrigerated food as this outage was out of our control. 

*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. ↩