Complaints

This profile includes complaints for Rappahannock Electric Cooperative's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rappahannock Electric Cooperative

  247 Industrial Ct Fredericksbrg, VA 22408-2443

  
• 

  Rappahannock Electric Cooperative

  137 Kelly Ct Front Royal, VA 22630-7266

• 

  Rappahannock Electric Cooperative

  14380 Fredericksburg Turnpike Bowling Green, VA 22427

  
• 

  Rappahannock Electric Cooperative

  13252 Cedar Run Church Rd Culpeper, VA 22701-8221

  
• 

  Rappahannock Electric Cooperative

  PO Box 7388 Fredericksbrg, VA 22404-7388

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since at least December i have not been able to monitor my daily usage on their app.

  Business Response

  Date: 03/27/2025

  Good afternoon,

  The issue reported by this member impacts daily usage displayed on Rappahannock Electric Cooperative's android application only. *** partners with a different organization for our Customer Information System and the member-facing app. Unfortunately, this issue started in December 2024 and our vendor has been working on a fix since then. We reached out to the member today via email and advised them of an existing workaround. Members are able to log in to the full website and access all daily usage data. Additionally, we now have an ETA of mid-April for the app to be fixed. We communicated that *** to the member as well. 

  Thanks,
  *****

   

  Customer Answer

  Date: 03/31/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ****** ******
  
  
  
  

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company either has an extremely understaffed service team or nobody to provide service in a Proactive period of time. I live in ********, ********, and every time the power goes out it is a single cluster that stays out the longest and goes out first. The cluster contains 65 houses and regardless of any other factors, it is always the last cluster to be fixed with service. They either are planning for this cluster to be so inadequately service that it occurs as chance or they Have so poorly designed the service network that this cluster cannot operate at a means to meet the needs of the consumers. Every time the power goes out this single cluster is waiting between 24 and 48 hours additional to power restoration to the rest of the city. This cluster also loses power more often than any other cluster. Theres no logical explanation for why This cluster could naturally be affected in such patterns aside from extremely poor technical planning and service support. This evening, they have sent out multiple status reports that say estimated times for resolution followed by our long breaks to only update us by saying services in route. They continue to lie on service updates and continue to push any kind of service support repair days into the future instead of hours. It has been 6 hours since the outage and the service still has zero engineers on site to even diagnose the issue. Please repair whatever issue is causing this continue fault. Please hire adequate staff to support your area of operations. I am warning every real estate agent in this area about buying homes in this cluster and doing any business with this electric provider.

  Business Response

  Date: 09/30/2024

  BBB Case # ********

  The outage event identified began at 4:51PM on Friday, 9/27 and was restored at 10:53PM the same night. The area is heavily wooded and, in this case, excessive wind and rain caused a limb to fall across the primary line serving this area. *** experienced approximately 85 outage events across its territory from 1:00PM Friday to midnight as a result of wind and rain (remnants of Hurricane ******.) We are constantly evaluating the system to make improvements where possible and will do so in this area as well.

  Please let me know if you need any additional information regarding this outage event. 

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently moved in April of this year my address was ************************************************ I called and gave them the address to send my final bill to when I got the bill. It was $800 so I called immediately and set up payments. call yesterday to make sure they had got my payments which they had with an extra $83 added to it. I asked what this was for they said court cost. I have been with Rappahannock for over 10 years. My bill has always been paid automatically by the **** have never missed payment have never been late. I made arrangements to pay this bill and I have never missed a payment on this one either. I do not believe I should have to pay court on something that arrangements have been made and have been paid on time. Please advise me on what to do. Thank you ******** ******** .

  Business Response

  Date: 09/26/2024

  We have reviewed Ms. ********** account and found that she was on budget billing (monthly bill is based on an average of the of the previous 12 months) prior to stopping service with us. Once the service is stopped, any accumulated balance becomes due. This balance consists of any charges that the monthly budget bill did not cover. As a result, Ms. ********** final bill was $803.50. The extra amount mentioned by Ms. ******** was actually $80.00. This fee was added in error as Ms. ******** has been making monthly payments of $100.00 based on a previously agreed to payment arrangement. This $80.00 fee has been removed from the account and Ms. ******** may continue to make the $100.00 monthly payments until the account is paid in full. 

  We reached out to Ms. ********* however, we were not able to connect with her. We have left a voicemail with her to follow up.

  If you have any additional questions, please let me know.

  Customer Answer

  Date: 09/26/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ******** ********
  
  
  
  

• Initial Complaint

  Date:04/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out in the 8th of April informed the electricity company. Another person moved into the house and they are charging my for electricity I didnt use. Im being charged till the 16th

  Business Response

  Date: 04/23/2024

  Good afternoon,

  Thank you for submitting this inquiry. We record all calls that come into our ************************** so we researched calls from this member.  Three calls have been received.  

  1st Call - Received on 4/15/2024 to have the electric service taken out of her name. The member advised that she moved out of the service address on 4/8, and REC's ****** Services Representative advised her that we are unable to back-date stop service orders, but he would make sure the bill was taken out of her name the next day, 4/16. She was okay with this.

  2nd Call - Received today, 4/23. The member called and asked why the service was stopped on 4/8 instead of 4/16. The *** advised the member that the previous stop service call came in on 4/15 and the member was advised that the service would need to be stopped effective 4/16. The member was okay with this resolution.

  3rd Call - Received today, 4/23. The member called back and advised that she received two bills in the mail. The *** advised the member that one bill was her normal monthly bill including usage from 3/4 to 4/4. The second bill received was her final bill including the additional usage from 4/4 to 4/16. 

  Please let me know if you need any additional information from us.

  Customer Answer

  Date: 04/23/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  
  
  
  
  

• Initial Complaint

  Date:04/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account is ************** had issues for years with our electric being 4-500$. I own a small,1 level 1354 square foot home. It has 3 small bedrooms and 2 small baths. We use a propane fireplace during the winter and our bills are still astronomical. We recently reached out to our neighbors right next to us who live in houses 2x the size of ours to ask what their bill is and their bills are only 200-250$ every month and they run their heat pump and everything! On 4/2/24 I reached out to REC to find out what was going on and to ask when they have their team come check meters. I havent seen a REC truck down my road in YEARS. Since at least 2020. I have cameras and they are even triggered by cars in the road and we own a very large dog that runs our property,so Id know. They claimed the meter was last checked in 2023 but when I told them about the camera and the dog it changed to I can neither confirm or deny if they actually checked it. So my question is-theyre only coming to read meters when they want to? So basically mine is being estimated every single month? Im an electrician, so I know how much each thing pulls and so on-there is no way our electric should be so high. Even on the days we lose power and have to run our gas powered generator-they STILL charge me for those days. Something needs to be done because this is ridiculous. Id like a new meter and a billing adjustment for every single month until that point if its found that the meter is wrong/not being read. Id also like a log of when (date and time) and how theyve read my meter every month. Im tired of calling them and getting nothing but people who want to argue and make no sense in what theyre trying to argue. It may work on people who dont understand how electricity works-but not me. Theyre tune changed when I told them I was an electrician as well. What kind of business are they trying to run here?

  Business Response

  Date: 04/03/2024

  Good afternoon,

  Mr. ***** contacted REC on 4/2/2024 to discuss concerns related to high bills compared to his neighbors.  ***'s ****** Services Representative (***) reviewed his account, including historical kWh usage, to assist in educating Mr. ***** about the impact of equipment on the monthly electric bill. Mr. ***** stated that his heat pump malfunctioned several years ago and had been fixed. He's also been using (3) space heaters as an alternative to his heat pump. Mr. ***** replaced his well pump last summer and felt that his bill should be lower. The *** discussed in length how each of these items can impact monthly usage. At that point, Mr. ***** requested that someone come out and test the meter. 

  REC's *** then created a service order to have a ****** Service Field Representative (****) visit the member's home and test the meter. Mr. ***** asked that the visit be scheduled as he has a dog that would need to be contained.  

  On 4/3, REC's **** contacted Mr. ***** regarding a site visit. Mr. ***** was not available this week but advised he would check his schedule for next week and will call the **** back. The **** will be visiting the property with an amperage meter to measure amperage at the meter while different components within the house are running (i.e. heat pump, space heaters, etc.) and review this with Mr. ***** while onsite. He will also test the accuracy of the meter with Mr. ***** while onsite.

  If you have any questions, please let me know.

  Thank you, *************************, REC's Director of ****** Services

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  REC, Has turned off my power because the power line came off the house again. This has happened many times because the distance from the pole on my property and the house is too far apart. The line is so heavy it pulls the roof board off of the house. The line hangs very low across the driveway where delivery trucks have struck it in the past. I Refused to let them remount the line to the house because where they attached it keeps damaging my home due to the excessive weight of the line and how low the line hangs. They refuse to add a pole or bury the line to the house. I have been without power for days, I have no water because I have a well pump and no power. They left the line laying across the driveway and I have no idea if the line of still energised or not, no one can use the side door gong into my kitchen because of the line, no one can go into the garage because of the down line. I can not connect a generator to my breaker box because the line is still connected and REC is refusing to do anything. The employee that came out to turn off the power was very threatening in his demeanor. The power pole (REC owned) on my property are so rotted at and below ground level they are leaning and about to fall.

  Business Response

  Date: 08/18/2022

  Saturday, 8/13/22 starting at 8:00 pm, **************** began calling in after a verbal altercation with our Blue Ridge duty crew over a service wire needing to be re-attached. ****** wanted either an underground line installed or another pole set to keep service line from falling again. He would not accept the duty crews recommendation of re-attaching service line to power the house Saturday, and coming back with a team during the work week to make permanent repairs. The argument reached a level that made the duty crew contact the local sheriff's department and have a deputy on-site.  After talking with the duty crew and the local deputy, RECs System Operator called **************** to inform him exactly why the police were on scene. The System Operator offered him the option of simply returning power to the house for the weekend and well make the repairs later. **************** then demanded that all repairs be made Sunday 8/14/22 and threatened to have lawyers contact REC. The System Operator then told him if he had a complaint at this time, he can call the ******************** He refused and hung up.

  After multiple conversations with REC's Director of Operations & Construction and Director of ****** Services, **************** agreed to have REC replace the existing transformer pole and install a lift pole close to Mr. ******* house to help support some of the line weight and increase the height of the line, then reattach the overhead service back to his home.  That work, along with some vegetation management work requested by ****************, was completed on 8/18/2022. 

  Customer Answer

  Date: 08/19/2022

  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. THE WORK WAS COMPLETED YESTERDAY 8-48-2022 l consider this complaint resolved.
  
  Regards,
  
  *****************************