Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a residential gas customer of KUB. We use gas for space heating and water heater purpose only (not cooking or fire place). My montly electricity bill never went beyond $150 in the months od December in past few years and in other months it stays within $50 on an average. This year in October (when we did not use space heating at all), the bill went to $110 (from $20 in September). That was alarming to me but I paid the bill thinking KUB would adjust the bill correcting it in November. In November, I received the bill of $201. This was the second shock of high bill. I never received such high bill even when I had guests in winter months. However, I paid the bill thinking there it may not be worth fighting with KUB spending my work-time. ***This month- December 2024, I received the bill of $344 ***. I cannit sustain this shock now and strongly believe that this bill is incorrect. My temperature setting has not changed, I do not have any guests- we are the same family of three, and we have a very efficient HVAC. The due date for paying this $344 is 6th January. I really cannot accept this enormous bill morally and financially. KUB will probably pivot on the meter reading- to which I do not to trust at all. KUB should be asked to review and revise my gas bill before the due date of payment. I will be glad to pay an average bill if they send it to me to resolve this dispute. My consumer account # is **********.

  

  Business response

  01/09/2025

  On 1/2/25, a KUB Customer Resolution Specialist visited Mr. ********* and verified the gas meter appeared to be functioning properly and discussed changing the air filters on his HVAC system and how he he can view daily usage on the KUB portal.  A follow up call was made on 1/3/25 to encourage Mr. ********* to change the filters and have his air ducts inspected to make sure they are intact and not losing heat into a crawlspace or attic.  No further contact has been received.

• Initial Complaint

  12/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  KUB and it's sub contractors have illegally destroyed my property on multiple occasions. My grass was scheduled to not be restored, it was "restored" and I asked for it to be fixed while working with Sean ******* (************* who has struck up an attitude with me now and I will not be dealing with in the future. I asked multiple times for KUB to call out their contractor to restore my yard back to dirt like the contract KUB has asked me to sign multiple times says and he has REFUSED saying mother nature will add back weeds. Weeds are one thing, the wrong grass when I was ADAMATE about my lawn being bermuda and not fescue multiple times over MULTIPLE call records to which I will provide upon further contact. Only my lawn was restored and no one else's in the neighborhood, when everyone else's should have bene restored and not mine. On 2024-10-25 I came home form lunch to find KUB in my year (See attached) and that evening I found white paint (proposed excavation marks) and traced them back to the side of my private property to find 4 new holes in the side of my house which appear to have broken the weather seal of my house which is Zip boarding as best as I can tell. I will not accept a simple stripe of siding replacement as it will never match and more restoration must be done. I demand KUB to contact me to properly fix my lawn and my house as KUB ILLEGALLY trespassed on my property to install a fiber server to which I never ordered and didn't bother to notify me of the damage only for me to have to do this myself. Attached is a police report (I'm getting the address corrected with KPD, as they wrote it down wrong). I expect KUB to contact me ASAP to resolve this swiftly and come to an appropriate resolution. The only way to resolve this is to pull up the yard and put down new dirt and reside the entire house. I will be contacting a siding company for a full quote to properly fix this to match what was there.

  

  Business response

  12/16/2024

  On December 13th, KUB's landscaping contractor completed the removal of the soil and vegetation that had grown due to the previous restoration effort around the fiber handhole installed in Mr. ********** yard.  The topsoil was replaced and no seed or straw was used per Mr. ********** request.  KUB's fiber contractor is working with Mr. Kirkland to reach an agreement regarding the siding that was damaged.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  KUB began installing their fiber optics in my condo neighborhood back in early spring. The process involved installing large boxes which would handle 6 or so individual condos. Most of these large boxes were placed in the common areas of the community. Unfortunately, in my section the common area was covered by shrubs planted many years ago. Due to the fact that they felt they should not disturb the shrubbery- they put the large box in my small front yard. They told me quite frankly they were within their rights to put it there and there wasn’t anything I could do about it. So, regardless of the number of times I have contacted them - they insist they are NOT going to move it. So, then I requested that if it has to be in my yard and I can’t do anything about it- could they please make sure it is level with the ground in my front yard. Evidently they are not going to make sure it is level with my yard, instead they have it slanted and have laid a plastic bag of black top soil in and around the box top. It still protrudes and is slanted above the lay of my front yard. My complaint is that they could at least put my yard back the way they found it and the top of the rather large box should be level with the ground not slanted and possibly a hazard for someone walking in my yard. When I asked who would be responsible if someone was hurt from their equipment, they assured me it would NOT be KUBs responsibility - even if it is their equipment and not mine. None of it seems like good customer service and they could care less about their customers.

  

  Business response

  08/01/2024

  KUB has reinstalled the fiber hand-hole on *** * **** ********* property so that it is more consistently level with their yard.  The area has been restored with soil, seed, and straw.  Mrs. ********' has an appropriate contact should she have further concerns with this work.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  KUB set up my account on the wrong address. Went through a whole thing with them the getting it corrected. Now a couple months later, they're trying to charge me for the power of a place I've never lived. They said I have no choice but to pay for this stranger's power. this is theft. I will be seeking legal action against them.

  

  Business response

  05/31/2024

  Based on our review of the account, we have confirmed that utility services at **** *********** *** *** * were started on 03/08/2024 at www.kub.org by someone utilizing Mr. *****’ email address and another person’s name and social security number.  On 04/10/2024, per a KUB phone recording, Mr. ***** contacted KUB to start utility services in his name at **** *********** *** *** ** During that call, Mr. ***** also indicated that services at **** *********** *** *** * were started in error and his banking information is being used to pay the monthly bills. The KUB Customer Service Representative advised Mr. ***** that services at the address were not in his name and therefore, he could not stop the services.  Mr. ***** implied that he and the account holder currently lived together and he would have the account holder stop the service at the incorrect address.  He was advised the services would remain in that person’s name and accrue charges until they contacted KUB to stop the services.  At Mr. *****’ request, KUB did remove the banking information from the account after he verified it was in fact his banking information. The individual, who was unaware the service had been started in his or her name, contacted KUB on 5/20/24 and requested the service be stopped at **** *********** ** *** *.  The charges that accrued for **** *********** ** *** * *ave been cancelled and will be refunded to the account holder via check.

  Customer response

  05/31/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21734917, and find that this resolution is satisfactory to me. They cancelled the charges for the address at which I never lived.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home and I get to move in this weekend. I called KUB (Knoxville utilities board) to get utilities changed into my name. I was informed that I cannot get utilities in my name because the current account/previous homeowner’s account was flagged SIX YEARS ago because she needed to have an electrical safety inspection done and make necessary repairs. Well, KUB never put a time frame on that and KUB never followed up. They allowed her to continue service and then made the issue the next tenants problem. I put all of my money into the home and the previous owner did not disclose this issue to me. There are repairs that need to be made before I can have utilities but KUB isn’t giving me time to get a loan, much less make those repairs. They literally let the previous owner’s problem, become mine and are now denying me utilities. It is December and I feel KUB was unethical in this because it should have been resolved years ago. She should not have been allowed to sell the home (yes I had an inspection done but the electrical was not an emergency to a home inspector). I do not understand how they can flag an issue, not put a time frame on it, and make it my problem (and it would have changed the negotiations on the home purchase). All my money went into the home and I can’t get a loan in a weeks time. I am writing this complaint because I 100% feel it’s unethical to operate this way. My roommate, myself and our pets are now at risk of having no power because the previous owner is discontinuing her account in the next few days. I’ve tried talking with KUB and so far, have gotten no where. It should be illegal to let a household go without power in the wintertime

  

  Business response

  12/06/2023

  Ms. ******** was able to obtain an electrical permit and passed inspection. Utility services were transferred into her name on December 6, 2023.  To address concerns about the required electrical inspection, KUB requires an electrical inspection be completed if we are made aware of damage and/or work being performed to customer-owned electrical equipment. This is required to ensure the safe operation of the equipment at the home or business. In the case of the propert* ** *** ******** ****, KUB was made aware of equipment damage because of severe storms in the area in 2017. A licensed electrical contractor likely made repairs, and electric services remained active. However, the customer with active service at the time was informed an electrical inspection would be required to re-establish service in the event of service interruption and/or transfer of service. An “inspection required” alert was placed in our systems to prohibit future service restoration and/or transfer of service. Our records do not show an inspection being obtained by the customer as required and the alert remained in our system. When Ms. ******** attempted to establish service in her name, she was made aware of the required inspection as per our process.  KUB understands this can be inconvenient for customers and will work to identify ways to improve this customer process while continuing to maintain important safety standards. 

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been speaking with KUB frequently over the past year. Specifically an employee named ***** (865) 396-7115. I moved into my house on 7/4/2022. We have 2 electric vehicles and 6 people who live here. I have a gas stove, dishwasher, microwave, washer and dryer, and 2 central air conditioning systems. We use a lot of power. I told them this from the start. That is why I upgraded to 400 amp service when we moved in. I pay for all of the electricity that I use. They told me that I am using too much power so I turned down my computer servers that I am running. They told me I am still using more power than my neighbors and that I was going to break their transformer. So I turned OFF my computers for approx a month. They called me and told me that I was still using too much power and now they were going to increase my electrical rate AND charge ME to replace THEIR transformer. So I turned everything back on. I was very frustrated. I worked with them and they still increased my rate. They continually threaten me that they are going to charge me for a new transformer. We certainly do use a lot of power. But nothing has broken and I have been using this amount of power for almost a year. They have been harassing me and threatening to charge me for a new transformer for almost a year. The transformer that feeds my house feeds 4 properties in total. I SHOULD NOT HAVE TO PAY FOR SOMETHING THAT I DONT OWN AND OTHER PEOPLE USE! If THEIR equipment is not able to provide power (POWER THAT I PAY THEM FOR) then KUB needs to upgrade it at THEIR expense! Not mine. I pay for a service. I dont own the grid, THEY DO!

  

  Business response

  09/08/2023

  KUB has been working with *** ******* since he acquired the property in June 2022.  *** ******* is operating a business from his home and as he states, uses a significant amount of electricity.  Due to the business he is operating and the level of electric consumption, KUB began charging him at a commercial rate in July 2023.  Upon our initial assessment of the transformer that serves *** ******* and one of his neighbors, it was determined that it is not appropriately sized to handle the electric load required by *** *******’s business and is in danger of failing.  KUB advised him in June that if he was going to continue operating the business from his home, the transformer needed to be upgraded and that he would be financially responsible.  KUB requested information about his equipment in order to size the transformer correctly without causing damage to his property.  This issue has not been resolved and KUB will continue to work with *** ******* to provide the amount of energy he requires in a safe manner that is equitable to all KUB ratepayers.

  Customer response

  09/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I am NOT running a business. I have a hobby. It is not providing any income. I do not have a DBA. I am not deducting any of my expenses. This has been, and always will be, a hobby. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am so tired of our power outages in this one area. It’s always the same 1500 ish people affected. Can kub not find out what is causing the problem and fix it? We are paying them a lot of money. I’m tired of being in the dark every time it rains or the wind blows the wrong direction. This is ridiculous!!! Fox whatever problem that keeps happening at the Powell substation that serves Heiskell rd!!! As one of us work at night and these frequent outages really hurt us! Get it together, KUB!!!

  

  Business response

  05/04/2023

  KUB has attempted to contact this customer several times but has not been able to reach her.  We have conducted a power quality study and reviewed vegetation issues as well.  The outages were due to trees falling on the electric line from outside of the right-of-way.  While we understand her frustration, KUB is only able to maintain vegetation within 10 feet of the electric line.  Our vegetation management department has plans to review hazards and perform maintenance on the entire circuit Ms. ****** is on in the coming fiscal year.  

• Initial Complaint

  08/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ok- worst sewage experience of my life. In the last couple months I have contacted KUB to come check my sewage line and was told "not our problem". So on 26Aug2022, I got the highest rated plumbing service in the city to come hydroflush the pipes and stick a camera down there. They 100% said that the pipe is disconnected from KUBs line which is 5ft into the road- so KUB will have to come out and fix it. The plumber called KUB and they refused to come out still stating it wasn't their issue and they needed video evidence. The plumber and the owner of the company had to explain that it was impossible to get a video and they could meet them at my house to explain and show KUB what they found. KUB still refused. Since it is Friday and they wouldn't come out and just look at it I will not have water access until at least Monday- if they even decide to come out then. If a 5 star, highly credited plumber and the owner of the company call and say to come out and fix an issue immediately- then KUB should at least send a person out., they sent someone out before when I was the one to call saying my toilet made a funny noise but they can't come out when a plumber is telling them that there is a major issue on their end to fix? Pathetic.

  

  Business response

  09/26/2022

  Business Response /* (1000, 5, 2022/08/31) */ KUB is working with this customer and their contractor ( and have met them on site ) to solve this problem for the customer. We will respond through the system when we have a solution for the customer. Business Response /* (1000, 8, 2022/08/31) */ KUB worked with Ms. and her plumber to determine that her sewer issue is due to roots in her lateral. We will coordinate with her plumber this week to replace the lower portion of the lateral and main tap when they replace the rest of the line.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I spoke with customer service at KUB August 3 to report that I have been charged for two years for a private lamp light in my yard that had not been functioning since KUB repaired an electrical line in September 2020. I reported to customer service that I do not want the light and I do not want to pay for the light either. I made clear I do not want the light. I requested credit on my bill for the time I was charged for a light that was not functioning that I don't want in the first place. Customer service stated I may not get credit for the malfunctioning light however she would change the bill to be sure that I am no longer paying for a malfunctioning light. August 10 I received a call from KUB that they had come to my yard and fixed the light and that it will now be working. I also received a duplicate bill with the charges continuing for a light I do not want. I spent an hour and a half on the phone with customer service trying to get this issue resolved in the past two weeks. My initial concern has not been addressed . Instead they have responded the opposite of my request. Last night I could not sleep because of the light that they fixed that I do not want. I am seeking credit for the time that I paid for a light that I did not have. I do not want to continue this light. I want it extinguished immediately. I cannot sleep with the light in the yard on. How is it that a company can respond with the opposite action from what the customer requested? They also stated that they required that my account number be changed since I am now divorced even though I own the house. I reported the change of information to KUB over a year ago and all they did was change the email and phone contact at that time. However the new bill still has the old account number with my ex spouses name on the bill. It appears they did not follow through on their own requirement.

  

  Business response

  08/26/2022

  Business Response /* (1000, 5, 2022/08/12) */ KUB reviewed Ms. account and customer contacts related to her private light. KUB contacted Ms. and apologized for the confusion, placed a stop order for the light, and advised her that a credit will be provided for the private light. Consumer Response /* (2000, 7, 2022/08/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I spoke with a KUB customer service manager and my concerns have been addressed. I received credit on my account and the private lighting is scheduled to be discontinued

*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. ↩