ComplaintsforUtilities Partners of America
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Complaint Details
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Initial Complaint
09/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On May 3rd or 4th, Utility Partners of America, UPA, replaced my electric meter without notifying me of the date of change so I could be here when it was being changed. I came home to find my smart TV not working properly and a note on my door. The next time my heat pump tried to work, it failed. The 3 year old compressor had "shorted out". I was able to get my TV reset to factory standards, but the compressor cost me $1320.54 to repair. *** refused responsibility. ******** ****** who hired them, also refused responsibility. Both *** and ******** ****** have refused to allow me to file a claim form with them. *** did not accept a formal dispute letter sent by certified mail that I sent on 6/22/23. I have since learned that the mailing address they gave me was just a P.O. Box that they don't respond to. I will be sending the formal dispute letter to another address today. They should have known that there was a possibility that this problem would occur and have taken steps to prevent it from happening. I can give you more information if you like, such as copies of letters, dates of calls, etc. I would like to know how many other complaints for this problem have been filed with you. I understand that you keep tract of complaints.Business response
09/20/2023
UPA would like to respond to this complaint filed with the BBB.
UPA did investigate the claim as evidenced by our Claim Investigation Form.
Based on our investigation, we provided Ms. ***** with a formal denial letter.
Ms. ******* formal dispute letter was not received by UPA, potentially because UPA’s mail is received at a PO Box so if it was sent with signature required, it would be rejected.
Ms. ******* denial letter contained both a PO Box and Phone number, however, no record of any call exists that she attempted to contact our call center.
As stated in UPA’s denial letter, an electrical meter exchange is no different from normal power outages that can occur in the area and that the installation was performed according to industry standards. No abnormalities were discovered during the installation.
Compressor should have been case grounded from the ***.
Meter install was completed on 5/3/23 and all installation procedures were followed. The interior of the meter box was inspected prior to completion. The meter was verified 240 volts on the load side after install.Initial Complaint
11/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company is a subcontractor for **** Energy. At this time, **** Energy is running a house power panel project. Our home was assessed and we were told to remove our stairwell for the panel to be installed. With a two-week time frame, we paid $750 to remove the stairwell. We were notified on 11/10/2021 that **** informed the company that they can not replace the panels in Durham, NC. We have lost $750 because of this companies recommendation to remove the stairwell. We would either like the panels to be installed or a refund for the money we paid to remove the stairwell based on their instructions.Business response
11/22/2021
The job has been completed. ...
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.