ComplaintsforPacifiCorp

• Initial Complaint

  10/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In mid August 2023, I notified Rocky Mountain Power (***) that due to an insurance loss on my home, I was moving to a rental home temporarily and needed to set up a separate and new account for the rental home, and explicitly stated that I needed a separate bill for the rental, and a separate bill for my current home, and that they both needed to be mailed to my home address. I repeated the objective to the *** employee who took my call. I have since received September and October bills whereby *** rolled up the costs of the 2 electric bills into 1 bill. This is exactly the opposite of what I explicitly requested. When I called and asked that *** break out these cost and email or mail them to me immediately, "Will" the supervisor insisted that it was not possible and that he could "read the separate bill costs to me." I explained repeatedly that because I had an insurance claim, I needed to provide clear and separate bills for my home and the rental home, and that I needed the data now, not when the November bills are mailed out. **** stated that these data would be on future bills and that the bills would be corrected to separate bills for the next statement. This is not acceptable when *** failed to set up the bills as I requested in August 2023. I am bearing six figures of costs for the insurance claim, whereby I have to submit the bills to obtain reimbursement form my insurer, and it's further unacceptable that **** could read the numbers but insist he could not provide me those in written form now. I explained to **** that the fact that he can read the bill amounts for each property address on his computer screen means the data exists in ***'s database and can be printed and sent to me via the *** IT department. He insisted it could not. I need these data sent to me now, not in 2-3 weeks when the November bills come out, so that I can proceed with my reimbursement request to my insurer. This is astoundingly ridiculous.

  Business response

  10/31/2023

  Dear ****************,

  Thank you for your concerns. I have attached your billing from September of 2023 and October of 2023. On page 2 of both statements, you will find the separate billing and amounts for the address in question. There is no way for us to go back and send you a different invoice for those months, however you will receive two separate bills now going forward. 

  I apologize this was not completed for you when you first contacted our company. We appreciate your patience and business.

  Thank you for your time.

  Regards,

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

  Customer Regulatory Analyst

  Customer response

  10/31/2023

   
  Complaint: 20788892
  
  I am rejecting this response because:

  This is ridiculous. By law Rocky Mountain Power(***)  must be able to produce the electrical cost liability/bill for each property of which it has a meter. Again, I require the September and October bills for EACH service address, Hilltop, and ******* Drive so that I know the respective cost for EACH address. I will need the same for the November bill and any bill going forward. The *** employee who took my call to set up the second service address for Hilltop was told explicitly to set up 2 accounts.  That failure to do so I costing me the ability to obtain reimbursement from my insurer as they need to see each service address cost separately. The bills I received for September and October both were rolled up, blurring the costs of the 2 services addresses together, against my explicit direction when I set up the second service address on Hilltop.  These costs exist in ***'s database and they are refusing to provide them in any paper form. This can be simply printed in a report and emailed to me. 

  BBB, please find a contact higher in *** who understands the company's legal obligations to the public and their customer. I am NOT going to absorb several hundred dollars of *** bills because of an incompetent employee. If ***'s illy trained employees don't wish to lift a finger to pull existing data, they can refund me the entire bills for September and October. If they don't wish to take any accountability and continue to refuse to send me the data of MY USEAGE and COST at EACH ADDRESS for September and October, I will escalate this to the ****************************** and ****************** and report how the company is refusing to provide me my billing costs for the 2 service addresses, separately. In all candor, the *** employee that responded to this BBB request clearly doesn't comprehend the simple request.
  
  Sincerely,
  
  ***************************

  Business response

  11/01/2023

  Hello ****************,

  I attached the bills in my initial response and both of them provide you with the charges for each individual residence you were billed for. The new bills you will receive will come as separate invoices. Your bills are in compliance with our tariffs and state regulations. 

  I truly do apologize that your original request to receive two separate bills was neglected but moving forward you will have two statements. 

  Thank you for your time.

  Regards,

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

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/12/2023, this business double-charged me for my monthly bill. Despite attempts to resolve this error directly via the business, they are refusing to issue a refund for the unauthorized charge in a timely manner. This is occupying funds required to pay other bills and has created a major problem. I will need an immediate and full refund in the amount of $79.96 to resolve this matter.

  Customer response

  09/15/2023

  Supplemental information:
  
  I have discussed the matter with my bank and they have informed me that, owing to the type of transaction this was, Pacific Power is absolutely capable of reversing the charge at any time they choose. I would ask and encourage them to take this action voluntarily to resolve this issue so we can all move on with our lives.

  Customer response

  09/18/2023

  Contact received from business, via an automated email that does not accept replies. They seem to want me to sign up for some third party money transfer service, which I do not have or use. Again, my credit union has informed me this type of transfer can be easily reversed by the business, please do so, thank you

  Business response

  09/22/2023

  Good afternoon,

  After reviewing this compliant and the documents provided, we have concluded that this was filed against the incorrect company. Our company is legal entity "Pacific Power Group, LLC" a distributor of Marine and Industrial equipment and per the documents that were provided it looks as this should have been possibly filed against the entity "Pacific Power, a division of PacifiCorp and part of Berkshire **************** the power provider in **********, Oregon, and Washington. The document provided shows that the payments were deducted as "Power Bill", which would not have been done by our company. I would hope that Better Business Bureau would be able to assist this customer with redirecting the complaint to the correct account. If you have any questions or concerns, please feel free to contact me.

  Regards,

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

  Sr. Financial Analyst

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

  Customer response

  09/22/2023

  Hi there. You have taken way too long to get around to reviewing this filing, and the original issue has already passed, and there is no reason to continue this complaint.

  However, to whoever is having trouble figuring out the address of this business: It is listed on your own website, on the page I filed the complaint from. You can find this page here: *****************************************************************************************************************************************************

  Customer response

  09/27/2023

  Hi there. I filed from your own listing for this business. If any of the information is incorrect or unclear, I am not responsible for that, and you should direct your concerns to the proper internal BBB department. If you are not willing to process complaints against this business than I would suggest you remove the invalid listing to avoid wasting anyone else's time

  Business response

  09/29/2023

  Good morning ************,

  The amount you paid twice by mistake and requested to be refunded was already reversed back to your bank on September 19, 2023. This information was also provided to the ****** ************************* as well. Please contact your financial institution to inquire why the funds have not posted to your account. 

  Thank you for your time.

  Regards,

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

  Customer Regulatory Analyst

  Customer response

  09/29/2023

   
  I filed this weeks ago and they rejected it and now it went through for some reason. Sorry they re-bothered you about this resolved issue. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a payment plan issued on Sep/18/2023 in the total amount of $209.26, I opened my account online and it's showing that my current bill is of $138,65 I waited 43min to speak to someone that didn't knew how to explain how is that possible. I also didn't request any payment plan, so this really make no sense to me! In fact when I called to have my billing adjust and confirm my new address the agent was very helpful.It makes no sense to me that I'm being charging more that I own.The bill seems to be very clear, however this letter caused me a big confusion and now frustration as the operator had no knowledge of his job.I would like to have this verified ASAP hence my next bill due date is OCT/11/2023.Regards,*******

  Business response

  09/28/2023

  Good morning ****************,

  Thank you for your concerns. Your total account balance is $209.26 and I removed the payment plan from your account per your request. Please contact me directly if you would like to go over your billing and set up a payment plan that works for you. My direct email is *************************************** and my direct phone number is **************. You can contact me Monday - Friday from 8am to 5pm MST. 

  I look forward to hearing from you.

  Regards,

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

  Customer Regulatory Analyst 

  Customer response

  10/10/2023

  I have responded to the business on 10-05-23 and so far I have not heard from them, see attachment. Thanks 

  Customer response

  10/12/2023

  Hello ******!

   

  I hope you are doing well!

   

  I was able to speak with someone last night so this has been taken care of.

   

  You may please close the issue.

   

  I would love to give you guys a review if possible, BBB has helped me a lot in all the complaints I've made, and even when the outcome was not what I wanted, the whole team has been incredibly professional!

   

  Thank you to all BBB Team Staff that has helped many of us!

   

  Have a beautiful day!

   

  *****

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So a leg went out on my meter I called pacific power and they sent someone to fix it. Except they didn't fix *********I was told that they needed a crew to look at It, I've called every day since to try and get information about when we'll have power again.Mainly for my wife who has so many medical issues that we have a nurse twice a day 5 days a week. I was told 3 times that someone would be by to fix it later in the day. Now I've just been told no one will be by for 4 more days WTF! WE CAN'T COOK WE CAN'T BATHE WE CAN'T GET COOL, WE CAN'T CLEAN OUR CLOTHES, NOT TO MENTION NOT BEING ABLE TO USE MEDICAL DEVICES ESSENTIAL TO MY WIFES WELL BEING!Pacific power has lied over and over to us, I assume to make their customer service jobs easier. I don't have the money to keep eating out renting a 2 hotel rooms at night and go to a laundry mat.That's why I bought a house.Do your jobs.Tell the truth.

  Business response

  08/08/2023

  Dear ********************,

  We apologize for the inconvenience the outages and having partial power has caused you. Our records indicate your power was fully restored on Sunday, August 6, 2023, around 9pm. Please make sure that you reset your main breakers. 

  Thank you for your time and patience.

  Regards,

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

  Customer Regulatory Analyst

  Customer response

  08/11/2023

   
  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

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Eagle Mountain, **** residents have experienced 4 power outages within the last 30 days (7/4/23-8/4/23). This is unacceptable. This is creating disruption in remote work resulting in job instability and creating unsafe and unsanitary environments due to lack of power for proper refrigeration. The issue needs to be fixed.

  Business response

  08/09/2023

  Good morning,      
  

  We would like to apologize for the inconvenience you have experienced and hope you will find the below information beneficial.
  
  As part of our investigation, we reviewed the outage history for your circuit for the past 30 days and confirmed you have experienced four sustained power outages, or outages lasting more than 5 minutes:
  
  Date          Duration                Cause
  08/04/23 - 1 Hour 4 ********* Track hoe contacted transmission line.
  07/31/23 - 1 Hour 22 ********* Primary underground - Deterioration
  07/26/23 - 2 Hours 44 ********* Emergency Interruption -  Bushing at substation replaced
  07/25/23 - 3 Hours 58 ********* *********** hit line
  
  Of the sustained outages, two interruptions were caused by non-Rocky Mountain Power personnel and were considered beyond our control. 
  
  On July 26, 2023, emergency repairs were needed at the substation. A bushing was found to be failing and needed to be replaced. The work could only be safely performed with the electric service de-energized. Rocky Mountain Power attempted outbound calls to our customers to try and notify of the emergency work.
  
  On July 31, 2023, an outage was caused by deterioration of our equipment. We do not always know a piece of equipment is going to fail before it actually does. When our equipment does fail, we try to respond quickly to repair or replace it and restore service.
  
  We thank you for bringing your concerns to our attention as two-way communication with our customers is vital to our success. 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.

  We will continue to monitor the outages on your circuit and encourage you to continue to report any outages your experience. 

  Thank you.

  Customer response

  08/09/2023

   
  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

  07/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Friday 05/26/2023 I called into Rocky Mountain Power to start an account. I spoke with a representative; ****** who informed me that there was already an account in my name, it was opened in May of 2020 with the following information: *************************, DOB: 03/04/1994, MY SSN ***-**-0856, MY drivers license # ***** and my phone numbers: ************************ I explained this was the first time I have ever tried to open an account with them, and the representative explained this other account had all my information and an overdue balance of $350.00. She provided the following information listed under said account:Primary holder: *************************/*************************** Email: ********************* PH: ************ Reference listed:Sister: ***************************** ************ JOB: ***************************************************** Account was valid from: 05/01/2020-10/01/2021 Address listed:749 w ************************************************ ******************************** ************************* Account #: **************** explained I would have to file a police report and submit to their Customer Research Team for further investigation This was sent to them on 05/30/2023.I did inform them that my legal last name at the time was not *******. It was my maiden name: ***************I have tried several times to get this resolved after filing a policy report but every time I speak to RMP - it is someone new and they barely know what is going on. They are holding me liable for an account that is not mine and have not helped to resolve this identity dispute.

  Business response

  08/02/2023

  Good evening,

  Weve received the concerns for ************************* regarding her claim that an account was fraudulently created in her name, at service address *************************************************, from 05/01/2020-10/01/2021.
  

  We have spoken with ****************** and explained we require a police report and verification of residency. So far, we have received the police report, but not the verification of residency.
  

  On 06/28/2023, we attempted to contact ****************** at ************* to advise we did receive the police report but were missing the verification of residency. The phone call was unsuccessful, but we left a voice mail explaining what is still needed from her to move forward.
  

  For verification of residency, we require a utility bill that was in ****************** name for an address other than the one referenced above. It must also be the in the same time frame as the dates above.

  Customer response

  08/02/2023

   
  Complaint: 20401513
  
  I am rejecting this response because:
  I returned the call - same business day and informed the representative that I have no other utility bills under my name during that time frame. This was the first time I have ever tried to open an account with RMP. As this is the first time I have moved away from family. They stated they would let their CRT department know and I would receive an additional call informing me of next steps - this call never came. I myself and Officer ****** have tried to resolve this with no avail because their is no direct contact.

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

  Business response

  08/08/2023

  Good afternoon,
  
  Rocky Mountain Power requires both a police report and proof of residency in order to further investigate your claim of your personal information being used without consent.
  
  The police report indicated and provided two additional names associated for the electric account for ************************* - ******************************* and ******************************   Rocky Mountain Power was unable to locate a record of the name ******************************* associated with the electric account under **************************  However, our records do list ***************************** as a reference on the electric account for ************************* and the reference lists ***************************** as a sister.
  
  Additionally, for the site address in question, once the electric account was closed for *************************, it appears a relative for ***** placed the electric account in their name.
  
  The police report indicates more investigation may be needed. As stated earlier, Rocky Mountain Power still needs proof of residency in order to continue an investigation into your claim of your personal identity being stolen.  Without proof of residency, this matter appears to be a civil matter as it pertains to family relations.    

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My family booked a three-night stay at PacifiCorp's ********************* in ****** ********** on February 19th, 2023, staying from 7/3/2023-7/6/2023. We arrived at 5:20pm PST on 7/3. The shack at the entrance was empty. We proceeded to the campground host site, but no one was there. We then went to our booked site and set up camp. A short time later, a host drove by on a golf cart. I talked briefly with the host about how we had just arrived at our site and I asked why the lake was closed. We had a brief discussion and I was standing in our site next to our RV during this interaction. We spent the night, and then ventured out on 7/4 for our planned activities. We returned in the afternoon and I was approached by a host. The host said our reservation was canceled because we didn't arrive on 7/3. I stated that we did, and could show pics from the day before. A second host arrived and told us we had to leave. They also said they don't give refunds. I asked to speak with or get a phone number for a manager. We were told to go see "*****" at another campground by a host after she made a phone call, and that ***** would be waiting for us. We went to the other campground, but they told us ***** was not there that day. They tried to call him, but he did not answer. They gave us the number, but there is no answer or message opportunity at that number. We tried to find another campground, but everything was booked since it was July 4th. We ended up trying to sleep in a loud rest area that night as we had nowhere else to go, and I had to dangerously drive home the next day on no sleep. This business stole $80 from us, ruined our vacation, and put my family in a dangerous situation. I can't prove I talked to the host, but I have pics of us setting up camp and our reserved site. I also have all supporting reservation documentation and proof of payment.

  Business response

  07/12/2023

  Good afternoon,

  PacifiCorp feels this complaint should be addressed to ************************* as they are the park host and they manage the reservation system and how that operates on site.

  Their contact phone number is **************.

  Thank you.

  Customer response

  07/14/2023

   
  Complaint: 20291827
  
  I am rejecting this response because:

  ************************* has ignored all communication and complaints to date.  Their horrifying reviews show that this is a pattern.  When looking for the "*****" from the original complaint at an adjacent campground, one of the hosts exclaimed, "that just happened AGAIN to someone the other day," upon hearing of our situation.  It appears that the campground may be being overbooked intentionally, with one party being removed without a refund when too many people show up.

  So, at worst, this may be a situation where PacifiCorp profits from this unethical practice while filtering complaints and poor reviews to a sacrificial middleman contractor (*************************) to hide the practice.  At best, ************************* is doing this without PacifiCorp's knowledge at the campground that PacifiCorp owns.  Still, if you own a business and hire a contractor to run it, you are responsible for the unethical and illegal actions if you are made aware and choose not to do anything about it.

  Seriously, this ruined my only annual vacation and put my family in a dangerous situation.  All I'm asking for is the $80 that I was charged for the campground space that was not provided.  I think this is ****** reasonable.

  I'll continue to pursue this complaint.  If this avenue is not successful, I will begin filing complaints with regulatory agencies at the local, state, and federal levels since PacifiCorp operates in a regulated industry.  This is simply because I have no idea what else I can do.

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

  Customer response

  07/25/2023

  Hi,

  The requested information is as follows:

  Name - *************** and Campground

  Address - *************************************************************

  Phone number - ************

  Website - ***************************************************************************

  *************** and Campground is listed under "**************."

  Customer response

  07/31/2023

  I have been issued a refund.  I am satisfied with this resolution.  Thank you.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a power line in my back yard that needs to be buried. I have lived in the ******************** in ********** **** for over four years. I have e-mailed and tried submitting this work to be done. I'm told someone will reach out to me, but no one has. I'm afraid to mow my lawn by this power line in fear that I will break it and get electrocuted, I don't know how to resolve this issue. Please help me.

  Business response

  07/05/2023

  Dear ********************,

  Rocky Mountain Power tried to contact you on June 16, 2023 and left a voicemail. Our lineman went out to your location and determined that the line in question is not a power line and is not owned or maintained by Rocky Mountain Power. It appears to be a fiber cable line. You will need to contact the cable companies in your area to determine who owns the line and have them assist you. 

  Thank you for your time.

  Regards,

  Risa

  Customer response

  07/08/2023

   
  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

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved out November 17th 2022 from *********************************************. I submitted a request online to disconnect services. I continued getting a bill. My wife called in January and services were never stopped but was assured all I had to do was call since it was in my name and it would be cancelled and backdated. When I called they cancelled but would not backdate and are now trying to send me to collections. I can prove I moved out in Novemeber. I want the bill backdated so I can pay the balance.

  Business response

  06/15/2023

  To:  ***************************
  
  Rocky Mountain Power reviewed Complaint ID: ******** that you logged with the Better Business Bureau.
  
  As you requested, the company has back-dated your disconnection date to November 17, 2022 for electric service at *************************************************************  This has resulted in a credit to your account of $52.71.  Your prior balance was $337.23; therefore, you have a remaining balance due of $284.52. 
  
  As your account balance has remained unpaid for some time and your account is no longer active, your balance has been assigned to a collection agency. You may contact ************************* **** at  ************** to make arrangements to pay your remaining balance due.
  
  If you have any questions regarding this adjustment, you may contact me at the number listed below.  I am available from 9am to 5pm,Monday through Friday.
  
  Best regards,
  
  ***********************
  Pacific Power Customer Advocacy
  Toll Free# **************

• Initial Complaint

  05/25/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We have been attempting to work with the ************* of Pacific Power for the last few months. The estimator that was assigned to our project has been difficult from the very first meeting. He even talked bad about another agency in an attempt to not have to file a request with them regarding where to place a power pole, even though the original pole was already located in the right of way. He stated requirements that were not in the current Electrical Requirement Manual. When I stated the requirement he was stating was not in the manual, he stated "I'm not going to debate this with you". He attempted to get us to move the power pole to the middle of our garden , which would not be within the requirements that the manual states. When I pointed out that the power poles on our property were about 50 years old and had large slits in them and that they needed replaced, he told me they had 2 years to replace the pole once they learned of the condition. In my opinion, this person has done everything he could to make this project more difficult than it needed to be and strung out longer than needed. When I asked for an itemized firm estimate so that we would know what we are paying for, he stated they don't break it out. Yet, it was broken out on our bill. His estimate was also about 60% higher than what he implied it would be. When I questioned this, I was told "Well, that's what it is".Now we are being told Pacific Power cannot get our power back on until June 6th. Everything is at the convenience of Pacific Power and to h*** with the customer. The other people we have talked with who work at Pacific Power have told us they aren't that busy and should be able to get out to our place in a few days.

  Business response

  05/30/2023

  Good morning,

  ****************** had a good discussion with our local area Director ***** on Friday, May 26, 2023 and her concerns have been addressed.
  He let her know our process for scheduling and the reasons behind why we do not schedule jobs prior to customer's being completely ready, including the green tag that ****************** just obtained last week. She said she understands that part of the process and didn't have any more concerns with that. She also questioned why we need to have her remove a section of her fence; ***** let her know that we would not have her remove the section of her fence unless it was completely necessary. She also mentioned that she felt like out estimator did not seem willing to listen to her input regarding the design and how the *** is applied. ***** followed up with our local Manager ****** and it appears it was more than likely a misunderstanding and the estimator was truly doing his best to accommodate the customer and the situation.

  Thank you,

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

  Customer response

  05/30/2023

   
  Complaint: 20106757
  
  I am rejecting this response because:  I do not believe this was just a misunderstanding.  I do believe the estimator has done everything to drag this out and be difficult to work with.  Stating requirements that are not in the manual is not a misunderstanding.  We had to sign a blank estimate just to be able to move forward.  Then when the estimate comes back it is about 60% higher than what the estimator said it would be.  That is not a misunderstanding.  I think paying over $5000 to have a pole removed, some wire ran and a meter installed is a little on the high side. Of course I do not know this as we still do not know what the break down of the labor is.  When I asked for this break down, I was told they don't break it out that way.  When I asked how much we were being charged for the pole (a pole that is out of compliance and in need of replacing (both poles on our property had cracks over half an inch wide and splits almost top to bottom. I will need to measure the pole but the split is about half way through the pole. Photos were sent to Pacific Power)) to be removed, I was told only a couple of hours of labor. I said What is the labor rate and W/why don't we just buy the pole for  a dollar and leave it, I was told I would have to pay a re-engineering fee.  Again, we had to sign the blank estimate report just to get moving forward.  Yes I did question this, but was told that's the way it is.  Why do we have to agree to a blank estimate? Then when we question it are told to change it would require another fee.  I do believe this estimator has a very condescending attitude and does not operate in the best  interest of the customer or **********************.  This belief is supported by the false statements the estimator made about gravel that would be required and that Marion County is very difficult to work with, and would not give permission for the pole.   

  I agree I did have a nice productive conversation with *****. I felt he listened to my concerns. I thought he was very nice, polite and easy to discuss things with.  That is the way it should be.  

  I would still like a break down of the labor so that I would be able to know what exactly I am being charged for.  The labor and material was separated on our bill (which is more than what the estimator would tell me).  We are not to be charged for the replacing of the pole next to the road, per Gabe, the other estimator, due to it being out of compliance, we are not to be charged for the replacement of the transformer, per ******, due to its age and appearance (I sent pictures showing the bottom of the transformer was rusted and the transformer is about 49 years old). 
  
  Sincerely,
  
  *****************************

  Business response

  06/01/2023

  Good morning,

  The company already provided you with an estimate and we cannot offer any additional break down of costs or labor. The amount you have been quoted is correct and everyone you have spoken with, including our field Manager and Director, have been more than accommodating to your request. Your meter is still scheduled to be set on June 6, 2023 and for your records, the usual turn-around time for scheduling is 4-6 weeks from the time we receive your green tag. Yours was received on May 23, 2023 so our field is going above and beyond to assist you. 

  Thank you for time.

  Regards,

  Risa

   

   

  Customer response

  06/05/2023

   
  Complaint: 20106757
  
  I am rejecting this response because: On **** 2nd I received a call from the General ******. He informed me that we were not on the schedule and that he had not been informed of us being scheduled for **** 6th. I offered to send him the text I received from the estimator that stated we were scheduled for **** 6th.  He declined that offer and stated he believed me.  He also stated that because someone had told us we were on the schedule, he was going to do everything he could to make that schedule happen.  The General ******* was very nice and easy to work with.  The General ******* came out to our place on Saturday, **** 3rd to evaluate the work that was needed to be done.  Later that day, the General ******* sent me a text stating he would have a crew at our place on Tuesday the 6th.  The General ******* also informed ** that we do not need to remove the fence that the estimator stated we needed to.  The estimator stated that we would need to remove 2 sections of fence and one pole.  The General ******* knew nothing about the fence needing to be removed.  

  Due to the numerous times the estimator was dishonest with us:

  1) Requiring ** to gravel a road to where the pole was being placed and to gravel where my husband parks his truck.

  2) Cannot even begin to dig until the poles are removed.

  3) Stating we are on the schedule for **** 6th, when we were not.

  4) Stating the General ******* had "...shuffled his schedule around for you..." when in fact the General ******* did not even know about ** being on the schedule for **** 6th.

  5) Stating that Marion County would not give permission to place the pole in the ****** of way, even though the current pole and guide wire was already in the right of way.

  6) Stating that we would have to have a road to the pole, when that is not what the manual states. Manual states a drivable surface free of any big rocks and with no vegetation on it. A drivable surface is a huge difference from a road with gravel.

  So, yes we question the estimate given.  I do not believe there is anything wrong or out of line asking for a break down of the estimate or to have someone else look at the estimate to ensure accuracy, especially have the estimator being so dishonest and the estimate coming in about 60% higher than the estimator had estimated it to be.  We are to be charged to remove one pole, pull the wire through the conduit, to install one meter and hook up the electricity.  The removal of the other pole and the replacement of the transformer is to be at the expense of Pacific Power.  We asked to have the estimate evaluated due to not being able to trust the estimator. The estimator that has proven to be dishonest.  

  Something that we also find extremely concerning is, if this estimator has done this with us, how many other people has he done this with? How many things has he required at the expense of the customer that was not required?  Transferring this estimator to a different location will not solve the problem.  

  I will state that everyone else, other than the estimator, that we have had contact with have been great to work with. 

   

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

  Business response

  06/08/2023

  Good afternoon ******************,

  Your meter and permanent service were installed today. You are welcome to contact ****** or ***** directly with any issues you may still have regarding the installation and estimates, they have provided you their direct contact information.

  Thank you for time.

  Regards,

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

  Customer response

  06/08/2023

   
  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. Response for the estimate question is not satisfactory, but the other work has been completed. I do not have anything nice to say about the estimator so I will not waste any more time on him. 

  In regards to the General ******* and the crew that was at our place on Tuesday, I cannot say enough good things about them.  The General ******* did not know we were on the schedule for Tuesday. Thankfully ***** called him the ask about the fence. That was how we found out we were not on the schedule.  The General ******* came to our place on Saturday to evaluate the work and went above and beyond to get our power back on.  ******** that was there doing the work was amazing.  
  
  Sincerely,
  
  *****************************

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