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Initial Complaint
07/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In the past few months weve experienced several outages, unlike anything Ive ever seen before in my life. This is absolutely a joke. Then they say they dont know the reason for the outage. Theyve made a food rot, missed out on pay previews I bought.. etc. Ive wasted money because of them, and they dont do anything to make it right.
Business response
07/17/2024
Rocky Mountain Power has attached a copy of the outage history for 317 S 3010 W in ******, **** for the last 12 months.
The company cannot guarantee uninterrupted service at all times. There were six reportable interruptions of service for the ******** residence in the last 12 months. Two of these incidents were due to emergency damage repair. Two were due to animal interference with company equipment. One was due to poles and lines down during a wind storm, and the final incident was due to a blown fuse.
Customers are encouraged to prepare for the possibility of unplanned power interruptions, and tips are available on the company website, www.rockymountainpower.net. It is a customer responsibility to ensure the security and integrity of their personal property during a power interruption.
If you wish to discuss your concerns further, please reach out to our Customer Advocacy Team at:
email - *********************************************** or by phone: **************
Initial Complaint
07/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Over the past years i have been overpaying my bill. I currently have over a 500 dollar credit. I have been working for the past 6 months to get them to pay me back the overpayment. I have called 5 times now and they keep saying that the check has been sent or some such nonsense. I am at the end of my rope with trying to deal with them. I am to the point of hiring a lawyer.
Business response
07/16/2024
Dear ******************,
The check in question was sent to you on April 1, 2024, and it was cashed on April 22, 2024. I have emailed you a copy of the cashed check for your records.
Thank you,
*****************
Customer Regulatory Analyst
Initial Complaint
06/10/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I reached out to pacific power regarding trying to get an extension on a past due bill which was on a payment plan and due not being able to find a job I got behind on. I finally got a job and between all of this my bank account got hacked and I had returned payments , which I have not gotten my money put back in my account at this time. I asked just for an extension till the 19th of June and they said no that I had to come up with 1600 by June 11th or my power will get shut off. I reached out to all agencies and church's and either I don't qualify or they have no funding. They will not work with me at all I know I was behind and I know that's my problem. But they can't help me by giving me an extension. I have 5 kids at home and I will lose all my food in the fridge if my power gets shut off and I can't replace it. I don't know what to do.
Business response
06/11/2024
Good morning,
**************************** has also filed a complaint with the California ************************** and I have sent them a response and emailed **************************** directly per her request. They are aware that **************************** is already on a payment arrangement, she has had 3 returned payments in the last 6 months and has not followed through on past extensions that were provided to her. We have agreed to accept $1,600.00 paid cash or credit only or called in as a pledge by an energy assistance agency by today, the 11th, to stop her disconnection. Her total account balance is over $3,600.00.
Regards,
*****************
Customer Service/Regulatory Analyst
Customer response
06/11/2024

Complaint: 21830758

I am rejecting this response because: I know that I have a large balance and that I had returned payments due to my bank account being hacked and my account drained when I had scheduled payments. I understand my payment arrangments where broken, but not being able to find a job and now finally having 1. I can make my payments I just don't get paid my first paycheck till June 19th I was only asking for and extension to that date. I have went all avenues to find help and there isn't any. And my interactions with pacific power haven't been good, I've had 1 nice person and the rest not so nice.

Sincerely,

***************************************
Initial Complaint
05/10/2024
Complaint Type:
Product Issues
Status:
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.
After many, many months of work in our neighborhood in ***** OR, the work crews representing PacifiCorp/Pacific Power finally completed their jobs and left the area. Unfortunately, they neglected to leave the area in same condition as when the project began.After waiting a couple of weeks for a crew to come back and restore the area, I contacted Pacific Power on April 16, 2024.I was referred to *******, one of the businesses who completed some of the work; I am still in contact with *******.On April 24, I received an email from Potelco that included a copy to ******************************************************* and ***************************************** I have included the email string that includes first contact with PacifiCorp/Pacific Power and also beginning April 24. The photos had to be removed as the files were too large to add to the complaint.In his email of May 8, ************************* states he received a response from Potelco and photos of what they fixed. He also claims that ******* spent multiple days cleaning. He then advised, "From Pacific Powers terms this issue is resolved but if you feel you want to pursue it further this would be between you and Potelcos claim process." I requested the photos from **** that he received from Potelco, but he has not responded. Please refer to last email in the attachment (from ***********************). Thank you!
Business response
05/14/2024
Hello ********************,
Pacific Power received the attached summary of work from Potelco and pictures.
Please follow up with ***************************** at Potelco if you have any additional concerns about the work ******* performed.
Regards,
Pacific Power Customer Advocacy
Customer response
05/14/2024

Complaint: 21696359

I am rejecting this response because: the business did not address the complaint or resolution. I requested the photos from **** that he received from Potelco, but he never responded. My contact at ******* is no longer ******* but is *********************** who is unaware of Potelco photos and there is no mention in the response of a solution to provide property owners notification of when PacifiCorp/Pacific Power will send contractors to complete work.

Sincerely,

*****************************
Customer response
05/14/2024
I would like to apologize for my oversight as the few photos of the cleanup attached to the response submitted by PacifiCorp/Pacific Power look very much like the before AND after photos I submitted to ***********************, *****************************, and ***********************, as the ditches/road have not been properly restored. I have attached a few of my photos for comparison and I would still like my request for resolution to be considered and the request for completion of the cleanup project will be included in my complaint of Potelco. Thank you.
Business response
05/15/2024
Hello ********************,
At this time Pacific Power is not involved in the restoration you have requested. We have furnished the only photos we have on file at this time. As explained in the company's response, Potelco is your contact for this complaint. Pacific Power management has reached out to Potelco to share your complaint. Please contact Potelco for resolution.
Regards,
Pacific Power Customer Advocacy Team
Customer response
05/15/2024

Complaint: 21696359

I am rejecting this response because: It is my understanding that ******* was working for and hired by Pacific Power. If that is not correct, please let me know.
I am already working with Potelco on the restoration of the neighborhood.
The resolution I submitted to address the problem created by Pacific Power still needs attention.
RESOLUTION: To allow property owners to take before and after photos of the work areas:
1- Pacific Power to notify property owners in writing of upcoming work to be completed. (NEEDS ATTENTION)
2- Include in the written notice: a. Description of Work to be ********** ** Names of Companies Contracted to Complete the Work, ************* the Work is Scheduled to ****** d. **** the Work is Scheduled to End. (NEEDS ATTENTION)
3- I would also like ************************* to forward the photos he received from Potelco. (COMPLETED)
Sincerely,
*****************************
Initial Complaint
04/24/2024
Complaint Type:
Order Issues
Status:
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.
The business has a "equal pay program" which helps you stay at an equal pay. My bill was way higher each month and on top of that theres an acruiding bill of extra ***** dollars behind that bill. I believe i shouldnt lay that because their equal pay program was nowhere near the equal pay.
Business response
04/24/2024
Hello,
To better assist this customer I will need his account number or address. The phone number he listed does not come up in our system and there are many ******************************* in the ****** area.
Please have him contact me directly at ************ or email me at **************************************** I will be available until 5pm MST today but will not be back in the office again until Tuesday, April 30th from 8am to 5pm MST.
Thank you,
*****************
Customer Regulatory Analyst
Initial Complaint
03/15/2024
Complaint Type:
Product Issues
Status:
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.
These rate increases are ridiculous! Im paying $40 extra dollars a month for my electric, Im not buying the sorry excuses I heard on the news.
Business response
03/18/2024
Hello ************,

Pacific Power received your complaint from the Better Business Bureau dated March 15, 2024 regarding concerns about rate increases.

Pacific Power is a regulated utility. As such, all of our rates must be approved by the ****** Public Utility Commission. Our rates have gone up recently for a variety of reasons, including increased costs for fire mitigation, inflation, and a variety of company expenses that the company is allowed to recover through our rates.

You indicated that your billing had gone up $40 in your complaint, which you attribute to rate increases. Please be aware that you are billed each month is based upon the energy you consume. This causes your billing amount to fluctuate from month to month based upon your energy charges.

While the company has had rate increases in the last 12 months, the reason that your billing went from $115.97 in December 2023 to $161.20 in January of 2024 is due not only to rate changes, but also the fact that your usage went from 862 kWh in December to 1091 kWh in January. The increase in your usage as well as the rate change resulted in your higher January billing.

Your February billing has dropped back down to $129.90, and this reflects a usage drop to 856 kWh for the billing period.

Regards,

***********************
Pacific Power Customer Advocacy
Toll Free#************************

Customer response
03/26/2024
I never got a chance to accept or reject the business response.
Initial Complaint
02/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Today, on 2/4/24, I woke up to a complete lack of electrical power. I attempted to contact my electrical provider at all phone numbers listed for the company, all of which lead to a recording, with no option to contact a human being. As I have electric heat, and the weather is currently quite cold, this outage is a major health and safety issue. I regret the necessity of escalating this matter to an external agency without speaking directly to the business, but the business has refused to answer my contact attempts, so I am left with no alternative.
Business response
02/13/2024
Good morning ************,

The Better Business Bureau notified Pacific Power on February 8, **** of the concerns you filed with their office and asked that we investigate and respond.

We would like to apologize for the inconvenience you experienced during a power outage on February 4, 2023. Our records reflect two Juniper trees fell into the primary conductor around 12:03 PM causing the outage and the electric service was restored later that same evening around 6:55 PM.

We understand you attempted to reach Pacific Power by telephone and were unable to reach a customer service representative promptly. We recognize this can be difficult during an unplanned outage as call volume tends to increase during these times. Our records do reflect you were able to report your power outage around 4:30 PM on February 4,****.

As for your desired settlement of a full billing adjustment for the month of service that is not currently being delivered, we respectfully disagree any billing adjustment is warranted. The balance owing on your electric account is for electric service used from December 14, 2023 through January 16, ****. Additionally, you are not charged for energy use during a power outage as your electric meter is not receiving electricity. Once power is restored, your electric meter will begin registering electric usage again.

We would like to thank you for bringing your concerns to our attention. Although we strive to limit power outages, they can occur for a variety of reasons we may or may not be able to control. When they do occur, we commit to turn the power back on as quickly as possible while keeping the safety of our employees, customers, and public in mind.

Thank you.
Customer response
02/13/2024

Complaint: 21245856

I am rejecting this response because the business has failed to issue a billing adjustment for the day without power and heat. While PART of my usage is metered, my bill additionally shows a static "base rate" for the month which does not change based on usage, so the business' assertions regarding the lack of necessity of an adjustment simply do not hold water.
Please issue the adjustment promptly so we can all move on, thank you.

Sincerely,

*************************
Customer response
02/14/2024
This business HAS NOT addressed the issues presented. Their entire response was a refusal to do so. Please reopen this case for a proper resolution.
Initial Complaint
01/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I reported a billing issue to Rocky Mountain Power on December 12, 2023, as my bill was $80 higher than usual. Despite a *** technician confirming a meter mix-up through ***s portal and not any Meter wiring issue, a promise was made to correct my account within 15 business days, my account remains unresolved after 20 business days.In the past 7 business days, I spoke with two agents to address concerns and seek an update on my account, as it has been over 15 business days since the *** tech visited. Despite putting the correct meter on my account, I'm still charged for my neighbor's bill, and I haven't received all my previous statements, which I requested to ensure transparency and check our usage entitlement. However, each time I call, the agents are unable to assist after I state my concerns and have escalated the matter via email twice now to their Support Supervisor teams, promising callbacks later that day or the next, which I haven't received.I've been told conflicting information and denied access to my usage statements (But my neighbor can only access them?). Despite promises of callbacks, I haven't received any.To resolve my concern all I am asking is that 1.) My *** account/portal show my power usage/meter with statements from what Ive used (not my neighbor). 2.) That I receive a copy of all previous billing statements from when I moved in into this townhome over a year and a half ago. I would like them provided to my email. 3.) contact from ***. (For the readers.. my neighbor got a hot tub and thats why the bill spiked up a lot.)
Business response
01/17/2024
Good morning,
**************** is working with our collections Supervisor ***** to resolve her billing issues. The credit adjustment to fix her billing has already been completed. We apologize for the inconvenience that this has caused her and the crossed meters have been fixed.
Regards,
*****************
Customer Regulatory Analyst
Customer response
01/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.
After multiple calls. I was finally able to reach Toya who was amazing and helped fix my account.

Sincerely,

***********************
Initial Complaint
01/10/2024
Complaint Type:
Product Issues
Status:
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.
Requested new service on 9/14/2023. Took multiple calls to receive any information on being added to the Estimators schedule. Finally on 10/6/2023 after we had to make a in person appearance at the local field office in *********, i get a email saying i needed to supply further information which was sent back on 10/10 and 10/12/2023. 11/17/2023 finally get a email with the estimate which did not get attached and took multiple attempts and finally another visit to the office to get the estimate to be able to sign and pay. Multiple calls and a couple site visits I finally get added to the schedule for install on 1/8/2024, 5 minutes before scheduled arrival window get a call canceling appointment with a response of "hopefully" later this week we can perform the work. The lack of scheduling on a timely manner has cost me multiple days off from work and equipment rentals wit now answer on when they will hold up there end of the contact to supply the power.
Business response
01/12/2024
Pacific Power has sent an email to ************ regarding his complaint. *********** is investigating the details of his complaint with the local manager for his community, and I will reach out to ************ with the results of the company's investigation.
Regards,

***********************
Customer Advocacy Team
Business response
01/16/2024
I have included the text of an email update sent to ************ on January 16, 2024. *********** has complied with internal policies regarding the adherence to local electric service requirements and installation prioritization for **************** service. At this time, the company cannot offer ************ any compensation as some of the delay with installation has been due to work left incomplete and/or not up to current electric service requirements when the company was onsite ready to perform service installation.
Regards,
***********************
Pacific Power Customer Advocacy Team
Initial Complaint
12/15/2023
Complaint Type:
Service or Repair Issues
Status:
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.
On 11/17/2023, I discovered that my electric meter has been crossed with a neighbor's since at least 2019, when smart meters wee installed. This means that I have been billed for and paid for my neighbor's electricity use, and she mine. The meters on the apartment building are labeled and wired correctly. I believe the crossed meter issue is the result of Pacific Power having assigned the wrong meter number to my account.I had called ********************** a couple of times in 2022 because my bills didn't match my electricity use and the people I spoke with didn't suggest the possibility of crossed meters. My bills were very off and I was left to assume that electricity is very expensive.On 11/17/2023, **** from Pacific Power told me to turn off the main breaker switch for the meter I was being billed for; when I did that, power in my apartment did not go out. The power in my neighbor's apartment (Unit 3) went out. When I turned off the main breaker for the meter located next to the label for Unit 2, my power went off. But, that is not the meter I have been billed for, even though it is the meter that registers the electricity use for my unit.Two Pacific Power technicians visited my address on 11/21/2023 to confirm the crossed meters. They told me that the meter I have been billed for had twice as much electricity consumption as the actual meter for my unit. A work order (#*********) was opened on 11/22/2023. Pacific Power didn't follow-up with me; I called and emailed MULTIPLE times asking for updates. On 12/9/2023, a supervisor named ***** told me that it is not their fault and I will only be credited one year out of the 3+ years (I moved into my unit on 8/31/2020) I have been paying the wrong bill.Pacific Power made some progress in applying the correct meter number to my account, but when I log into my account, it shows usage data and a bill estimate for my neighbor's meter + my meter combined! I know I am entitled to the full amount of overpayments I made.
Business response
12/20/2023
Hello,
********************** filed a complaint with the ****** ************************* regarding her billing adjustment.
Pacific Power is currently investigating the complaint and will provide a response to the ****** *************************.
Thank you.

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