ComplaintsforGeus

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GEUS of Greenville, TX sent me a bill for $556.55 for a months worth electricity and water despite the fact that the home is on the market and therefore vacant.The electricity portion of the bill was $173.16, water was $147.81, and Sewer was $211.69. The previous month they were Electricity - $116.58, water was $19.72, and Sewer was $21.25.I have been doing some watering, and I suppose there is a possibility of an underground leak, but the house was inspected recently and the inspector didnt mention any sort of leak, and there are no signs of a current leak.When I asked how ***** was calculated, they said they did not know. It is very troubling to be charged $211.69 for a service when the people charging me for the service cant explain how they got such an astronomically high number. According to a neighbor, they were charged $175 for water and $34 for sewer. So, my neighbor paid more for water, yet I paid $177 more for sewer, yet GEUS doesnt know where they got the $211.69 that I paid.Even if there was somehow a huge leak draining massive amounts of water that is not detected, the electric bill was much higher despite the fact that the house is vacant and the air was kept at a steady, high temperature, and the house is very shaded. I understand a little bit of an increase because of the hot weather, but this bill doesnt seem to be correct. My neighbor paid $113 for electric, much lower despite the fact that people live there, appliances are running, etc. I paid $176 and have I think one ceiling fan running, the ** set at a high temperature, and some exterior lights on.Thank you.

  Business response

  10/02/2023

  Dear *****************************,
  We are sorry for the confusion about your bill. We see that you have three issues with your account in regard to your electric, water and sewer.

  Your water and electric meters have been reread and verified to be correct. The sewer charges you are seeing are a result of the option you chose when you signed up for service and selected to have the sewer charges based upon water consumption. If you would like to discuss further, please give us a call at your earliest convenience @ ************ and we would be happy to help you as best as we can. 

  Sincerely, GEUS

• Initial Complaint

  03/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For business to give me my refund.

  Business response

  04/29/2022

  Business Response /* (1000, 5, 2022/03/30) */ GEUS's goal is to consistently provide residents of Greenville an exemplary level of customer service and operate in accordance with GEUS's Service Policy. GEUS's Service Policy, Section 2.2 Privacy Policy states, "GEUS recognizes the importance of maintaining the confidentiality and privacy of your personal information, including Social Security numbers. GEUS requires your personal information to establish your account, including name, service address and Social Security number if reviewing credit. GEUS will not disclose personal information to third parties without authorization. GEUS treats customer information as confidential, consistent with legal and regulatory requirements. GEUS requires any person or organization with which GEUS shares data to protect customer information. GEUS applies administrative, physical and technical precautions to safeguard customer information. GEUS maintains physical, electronic and procedural safeguards that comply with professional standards. Internal access to customer personal information is limited to GEUS /City of Greenville customer service employees only. Personal information shall be disposed of approximately four years after the customer terminates all services unless kept for collection purposes. Personal information may be provided to credit and collection agencies. GEUS disposes of personal information by shredding, erasing or other means. GEUS is committed to protecting your privacy. If you have any questions, please contact GEUS Customer Service at ************************." In accordance with GEUS Service Policy, section 2.2 Privacy Policy above, GEUS is currently unable to disclose information as the inquiring consumer's name does not match the name of the current account holder for the address provided. GEUS encourages the consumer to contact ************************ to verify their identity.

• Initial Complaint

  02/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been with this electric company since 10/2019. Upon receiving electric service I paid a $475.00 deposit. Today I get a letter in the mail telling me I am being charged another $270.00 deposit because my account went into non pay in December. However, I paid my balance in December and my services were not terminated. I have always paid my bill in full every month. I called asking why I was being charged another $290.00 and I was told it was because I did not pay by the due date every month (I always pay by the cut off date and always always pay the late fee at 5%. The CSR tried to be helpful and tell me that if my account would have not have gotten an order to disconnect in December I wouldn't have been charged. I paid my bill for December and services were never disconnected. I was under the impression as long as I had it paid by the cut off date I was fine now to find out I'm going to be charged $290. Additional deposit because that's the date I can make my payment. That's over an 800 deposit and that is jus my morally wrong

  Business response

  04/20/2022

  Business Response /* (1000, 7, 2022/03/15) */ GEUS's goal is to consistently provide residents of Greenville an exemplary level of customer service and operate in accordance with GEUS's Service Policy. GEUS's Service Policy, Section 5.8.1 Residential Connections, Deposit Amounts states, (a) The deposit shall vary dependent upon the residential applicant's credit rating. a. Good Credit - $0 Required b. Fair Credit - $200 Required c. Poor Credit - Sixty (60) Days of estimated maximum cost with a minimum of $275 In Section 5.9.1 Deposit Refunds and Adjustments of GEUS Service Policy, "any customer late paying more than (6) times in the past twelve (12) month period and/or reaching the cut off list two (2) times within a twenty-four (24) month period, may be subject to the "poor credit" deposit being applied their account." Upon evaluating the customer's account, GEUS determined the account was paid late more than (6) times in the past twelve (12) month period. Thus, GEUS billed deposits in accordance with Section 5.8.1 (a) and (c), and 5.9.1 referenced above. To minimize financial impact to the customer, GEUS billed the assessed deposit over 3 months. Consumer Response /* (3000, 9, 2022/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The original $475.00 deposit should have been refunded within the first twelve months. I've been with this company for 3 years. Now all of a sudden I'm charged another $290.00. Yes I've paid late however in 3 years I was partially disconnected once. Only once. The additional deposit is ridiculous and not fair to customers. There is a late fee penalty that I pay every single month. Why pay a late fee if I'm being charged an additional deposit after three years. Business Response /* (4000, 11, 2022/03/25) */ GEUS's goal is to consistently provide residents of Greenville an exemplary level of customer service and operate in accordance with GEUS's Service Policy. GEUS's Service Policy, Section 5.8.1 Residential Connections, Deposit Amounts states, (a) The deposit shall vary dependent upon the residential applicant's credit rating. a. Good Credit - $0 Required b. Fair Credit - $200 Required c. Poor Credit - Sixty (60) Days of estimated maximum cost with a minimum of $275 In Section 5.9.1 Deposit Refunds and Adjustments of GEUS Service Policy, "Any residential or commercial customer whose account has been active for twenty-four (24) months, has not reached the non-payment cut off list during that period, has not presented any non-sufficient funds payments and has not been late paying more than twice during that period, may have the deposit for electric service applied to their account balance. Any customer late paying more than six (6) times in the past twelve (12) month period and/or reaching the cut off list two (2) times within a twenty-four (24) month period, may be subject to the "poor credit" deposit being applied to their account. Upon evaluation, GEUS determined the customer's account was paid late more than twice during the first twenty-four (24) months of service. As a result, and in accordance with GEUS's Service Policy, Section 5.9.1, the customer's account is ineligible for a refund. Additionally, during the onset of COVID-19, GEUS's Board of Trustees approved the temporary suspension of disconnects and penalties. This temporary suspension halted disconnects and penalties for approximately one (1) year. After COVID-19 stabilization, GEUS reinstated disconnects and penalties. Late fees are assessed to recover costs associated with providing additional notices and the added billing processes for late payments. During a recent review, GEUS determined that the customer's account was paid late more than (6) times in the past twelve (12) month period. Thus, GEUS billed deposits in accordance with Section 5.8.1 (a) and (c), and 5.9.1 referenced above. To minimize financial impact to the customer, GEUS billed the assessed deposit over 3 months. GEUS Service Policy is available here.

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