ComplaintsforBandera Electric Cooperative
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Complaint Details
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Initial Complaint
12/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bandera Electric is charging a new fee for a system I have already owned since 2017. The problem is that my Apolloware system has not been working at all and I can't even log onto the site to monitor my solar system. I've contacted the business, who has told me that they've fixed the problem. I've contacted them multiple times after their "fix" and let them know that the problem has not been fixed on my end. This has been ongoing for almost a month. if they want to keep charging me for a system I already owned, then it needs to be working PERFECTLY and not every other month! I've contacted them to get a monthly billing credit since the charge is for a system that is supposed to be working, which is not the case.Business response
12/15/2021
******************** has been a long time Member of BEC and when he purchased Solar was provided an early version of the Apolloware system. He did not pay for this product at the time of install and has not been charged a monthly service fee for this product.
On August 6th of 2021, ******************** signed an agreement with BEC to become an Energy Saver member. This cost includes $8 per month for access to the Apolloware platform that we rolled out to the public as a consumer product in 2021. Members like ******************** who had Apolloware prior to the product release will begin being charged the $8 when:
-They become Energy Saver Member
-The Apolloware monthly charge is require for subscription. This is anticipated to take place on 1/1/2023, providing 24 months of free access to early pilot Members.Prior to seeing this complaint, we worked with ******************* to resolve his access issue. The root cause of his concern was related to his personal VPN blocking the Apolloware URL. This was resolved on 12/8 and ******************** was happy with the resolution.
We will not be crediting the $8 he requested because the issue was on his personal network and we were grateful to be able to resolve this issue with his support.
Thank you,
*****************************
Energy Services Manager
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.