ComplaintsforAvista

• Initial Complaint

  07/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  avista had a contract with my tenant *********************************. ****** has a copy of her credit card information and took payments from her during the duration of her tenancy. however, she did not pay the final amount owed and the company billed me.not only do i have a moral issue with paying other peoples obligations. i also have a real problem with corporations contributing to the further demise of the culture by not holding proper contract holders to their proper obligations.my tenants also notified me that the heat was turned off in february, a cold month, while they were still living there. as a landlord this behavior is illegal. it should alsobe so for a major corporation like avista. (the enclosed bill from avista is wrongly labeled as the overages were in the name of *********************************. this information is easily verified. please help to make america moral again. if we all help then we can do it. thank you *********************************

  Business response

  07/16/2024

  Thank you for reaching out to Avista.

  In reference to your complaint, Avista does not have any records regarding the tenant information provided or any loss of service in February. If there is any additional information or other specific details that can be provided, we are happy to look into this matter further. 

  Avista Utilities

  *********************, Commission Analyst
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint against Avista Utilities regarding their billing practices. Specifically, I am being charged a full (June) month's basic service fee for a partial billing period without any prorated adjustment. Despite my efforts to resolve this issue directly with Avista, they have refused to adjust the charges, citing that they do not allow for prorated fees on final bills.Details:Service Address: ********************************************************************** Account Number: ********** Billing Periods in Question:oMay 28, 2024 to June 27, 2024: Total bill $28.33 oJune 27, 2024 to June 30, 2024: Total bill $11.66 Total Charges Disputed: $9.00 basic service fee for the partial billing period (June 27, 2024 to June 30, 2024)Avistas billing practice leads to customers being charged multiple times for the same (June) month, which is not justifiable. Charging a full month's service fee for a partial billing period without any prorated adjustment is unreasonable and exploitative.

  Business response

  07/09/2024

         Avista is a regulated utility. This means that our rates can only be changed (increased or decreased) with approval from Washington State Public Utilities Commission. Our rates cover two types of costs: 1. The cost of generating or purchasing energy. 2. The cost of delivering that energy to customers.
         The Companys rates are based upon, and are applicable to, the furnishing of electric service to a Customer at a single point of delivery on the Customers premise, through a single meter installation, at a single voltage and phase classification unless otherwise specifically provided in the rate schedule or contract.
         Rate schedules describe which customers qualify for each rate schedule and how they will be charged for the energy they use. Each rate schedule is approved by the Commission. Avista is obligated to follow the terms of the approved tariff.            Likewise, customers with metered electric service under rate schedule W001,are charged a fee which helps to cover some of the fixed costs the company has incurred to provide customers with *********** & ***************** These are costs that the company incurs whether or not the customer uses any *********** or Electricity. Examples of these fixed costs include the service poles and lines or natural gas piping to serve a customer's premise, and billing costs.

  Pursuant to WAC *********** under Billing requirements, section 1(ii) *************** must be billed for the amount metered. The basic or minimum charge must be billed in full. Since these are fixed costs, the basic charge is not pro-rated. 

  If you have any further questions or concerns, you can reach out to the ********** Utilities & ************************* at ************ or **************. utc.wa.gov

  Regards,

  *********************, Commission Analyst 

  Customer response

  07/09/2024

   
  Complaint: 21957419
  
  I am rejecting this response because: I am requesting that Avista combine the last two bills for the month of June, as the final bill is for a partial billing period. Your current policies are exploitative. The partial bill from June 27 to June 30, 2024, (3 days) only amounts to $2.66 in usage charges. It is unreasonable to charge an additional $9.00 basic service fee for just a few days of service when I have already paid this fee for the full month of June.
  
  I should not be required to pay the basic service fee twice for the same month. This practice unfairly penalizes customers and does not align with fair billing principles. I urge you to reconsider and adjust the final bill accordingly.
  
  Sincerely,
  
  *********************

  Business response

  07/18/2024

  We do understand your frustration and because you have been a great customer with **********************, we have applied a credit for $9.00 to your account. 

  Regards,

  *********************, Commission Analyst. 

  Customer response

  07/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  avista put in a new gas line in the alley in back of my house. Since then my plumbing was not working correctly and was backing up into in my bathtub. avista and ****** sewer and drain cleaning dug up the site in the alley and found my sewer line broken underneath and multiple breaks 1 foot from the avista line which crosses over my sewer line.The top of my broken line was cracked in a way that looks like the damage was done by a backhoe. avista and the plumber denied any responsibility and said the break was a coincidence. The plumber fixed the broken sewer line on May 14th and I PAID THE ****** I then sent avista photos I took of the site which showed the two lines including my adjacent broken sewer line-and a photo of the backhoe and the compactor in my alley. As a result avista sent my claim to Micheals utility who put in the avista line. I HAVE NOT HEARD FROM ANYONE SINCE.I feel that avista caused my sewer line damage and should be responsible.avista claims people have not personally answered their phone ---4 claims people and no one answers after the first claims call and they have not been helpful. As a side note, avista did repair- according to one of their workers-the sewer line of *************************** my next door neighbor.I feel avista claims is giving me the runaround and I NEED HELP from someone not connected with avista. Thank you for HELP IN THIS MATTER *********************

  Business response

  07/11/2024

  The customer filed a claim with ********************** after hearing ******* fixed his neighbors sewer on May 30, 2024. On June 3, 2024, Avista Claims reached out to our ************* office to discuss the customers claim. It was decided at the time to have ****** Sewer go out to the property to expose the area and determine if there was any damage to the line caused by Avista and/or ******* (our contractor).
  While damage was identified, the damage is along the entirety of the sewer line (****** believes it due to age and corrosion not work related to Avista.) additional notes from our crews sewer lateral was not even exposed during main installation.
  *It should be noted that the gas line and damage to the neighbors property was from work ******* did at which time they acknowledged the damage and arranged for ****** to make the repairs.

  Avista Claims sent an initial contact letter to the customer on June 13, 2024 We did not have an email address at that time. The customer called customer service and spoke with a representative on June 14, 2024,stating he has called several times and left messages but is not getting called back. States there is an issue with workers today and wants to speak to someone asap.
  The customer left numerous rather harsh messages with the Avista claims department and all communications with the customer from ********************** claims were sent in writing. However, the Avista ********************* ****************** and ******* spoke with the customer on multiple occasions.
  In the absence of supporting evidence, the customers claim was denied on June 17, 2024, and tendered the claim to our contractor ***********************. ******* accepted tender and on July 2, 2024, and we received a copy of the denial letter they sent to the customer.
  At this time, the customer has not provided documented evidence to support the allegations that the damage to his sewer was the result of Avista and/or ******* work. The pictures sent from the customer were unsupportive.
  If the customer could provide detailed evidence (such as a video scope of the damage, statements from contractor/s or other third party) and a direct link to our work, both Avista and ******* will re-evaluate the claim.

  Avista Utilities

  *********************, Commission Analyst

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  And January **** I contacted Avista c construction department to get power out to property in coyote Canyon and when I asked for the quote, he put a clause in the contract which didnt sit well with me I wish he would say he can, or cant do it. The clause wasnt there I need help to resolve the issue of the clause and get a straight quote, if you able to do it construction manager, ***********************

  Business response

  01/22/2024

  The clause the customer is referring to is a Rock Hole Clause. The clause is included in the event we cannot auger or dig the pole holes. If we are able to perform our work as normal, this would be removed from the estimate.

  ************ had an appointment set up for Friday the 19th, to meet with the customer however, the meeting was cancelled. *** went out to the site and has since provided a new estimate to the customer to which the customer is satisfied.  

  The project is moving forward.

  Sincerely,

  *********************
  Commission Analyst

• Initial Complaint

  01/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 13 **** avista told customers to ration electricity and gas due to a mechanical failure from one of their suppliers. Then early on January 14 avista began telling news outlets that the issue has been solved and customers were no longer effected by the rationing, however many customers in ******* were still without gas and avista has refused to acknowledge this.

  Business response

  01/22/2024

  On January 12, ****, Avista learned of a mechanical issue with ** energy our third-party natural gas supplier.  Avistas local gas system were safe and not damaged by these issues. We were experiencing extreme cold temperatures across the region as well. Because of the mechanical issues and weather, Avista asked customers to conserve natural gas until the issue could be resolved. 
  
  There were no capacity constraints on Avistas gas system that caused any outages. Due to the extreme cold temperatures however, Avista experienced a high volume of calls for customer equipment performance or failure and responded to over 100 of these calls. This situation was not related to the ** Energy mechanical issue.
  
  We understand this third-party mechanical issue and the corresponding conservation request occurred during record low temperatures and we apologize for any inconvenience. We truly appreciate all our customersefforts to conserve.
  

  Sincerely,

  *********************
  Commission Analyst
  Avista Utilities
  
  
  
  

   

• Initial Complaint

  11/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During an unexpected *********** outage caused by a landowner rupturing a gas main Avista has been working on restoring natural gas services to residences in the Whitman county area. ****** customers have been affected in ******* **, *********, ***********, ************ and more. I am going on 72hours without any heat or ability to cook food. They released a plan for each city estimating when people can expect to have services restored. They have no admitted as of this morning that the map is not accurate. People have been stuck in their homes with no heat or ability to cook or use hot water and can not get a reasonable expectation of whether they can leave their homes or not during the interim period of waiting to have services restored. This is unacceptable and is a sanitary and health issue for all of their customers. Their failure to provide reasonable updates on when people can expect to have services restored has confined people to their homes as to not miss the *********** of the pilot lights on their water tanks, stoves and furnaces.

  Business response

  11/17/2023

  Avista Response:
  On the afternoon of Wednesday,November 8, ****, a natural gas transmission pipeline owned and operated by ******** Pipeline (********) south of *******, ********** was damaged by a local farmer who was digging to install an irrigation drain field.  Avista contracts with ******** to provide wholesale natural gas transportation across the line in question for service to customers in the Albion, Palouse,******-******* and ********-Clarkston regions in eastern ********** and **************.  As a result of the incident, Avista saw a loss of pressure to its system, resulting in outages to approximately ****** retail and commercial customers.   
  ******** was able to repair and repressurize the pipeline by the end of the day on Thursday,November 9, ****.  In the meantime, Avista worked with the ************************ (AGA) to secure mutual aid support from utility gas personnel throughout the region, as well as local HVAC personnel.  As the Williamspipeline came online, Avista worked to turn off all impacted customer meters,began the process of purging and repressurizing its system, and worked to ensure that all mutual aid support was properly onboarded and qualified to work in the field.  As a result of these efforts, by Friday, November 10, ****,Avista had fully purged and repressurized its system, had hundreds of two-person crews ready to be deployed into the field, and was able to begin the relight process. 
  Including Avista personnel, over 800 individuals responded to restoration services during this historic event. This includes over 300 mutual aid partners from across the western ************* and approximately 60 private and local HVAC contractors.Avista approached the relight process by working through multiple zones, with each zone receiving dedicated field personnel as needed.  Relight sequencing times were based on the geographic location of the infrastructure.However, critical customers, such as hospitals and medical facilities, are prioritized. Working through this methodology, the restoration effort saw throughput rates as high as 890 relights per hour, with each two-person crew averaging as many as 4-5 relights per hour. 
  By 5 p.m. on Tuesday, Nov. 14, services were restored to approximately ****** customers in all service zones in the Palouse and ********/Clarkston Valley. Currently,there are a few hundred relights remaining for customers who have not been available during initial attempts to relight. This effort has been met with widespread appreciation and support from the communities impacted by the incident.  

  Sincerely,

  *********************
  Commission Analyst

   

  Customer response

  11/17/2023

   
  Complaint: 20860386
  
  I am rejecting this response because: it does not address my original complaint at all. I am well aware of the problem and the efforts that were made to fix the gas service. The technician crews on the ground worked very hard and are commendable. The complaint is that between Friday the 10th and Tuesday the 14th people had no reasonable expectation of when they could expect to have technicians visit their homes. I and many others in my neighborhood had to sit in our freezing homes because the estimates given by Avista as to when we needed to be home to receive the technicians turned out to not only be false but were totally abandoned by Saturday the following day. Avista has a responsibility to provide timeline information and updates to people when the plans change. I was told to expect a technician on November 10th and did not receive one untill the 13th. In those days I spent the entire time confined to my cold house with no ability to cook as to not miss my service restoration. 
  

  As soon as you knew you were not going to follow your original estimate you had an obligation to updated the various neighborhoods of when to expect service restoration. What you guys actually did was post meaningless updates of how the crews were peaking at x relights an hour. I commend the ground crews for their hard work but the office personnel sat at home not providing adequate information or updates to paying customers. Frankly your response is a summary of what was already posted by various news outlets and ******** pages and is insulting. 
  
  Sincerely,
  
  ***********************

  Business response

  12/05/2023

  We appreciate the opportunity to respond to the concerns raised by *********************** regarding the recent gas service outage. Avista takes customer feedback seriously, and we welcome the chance to address the issues outlined in the complaint. First, we would like to express our gratitude for ***** recognizing the hard work of our crews on the ground. We understand the challenges faced during the outage and sincerely apologize for any inconvenience it may have caused.

  Regarding communication updates, we want to emphasize that our website, press releases, and customer notifications were designed to keep everyone informed about the ongoing restoration efforts.

  To provide additional context,on November 9, 2023, Avista initiated an automated callout to all affected customers, including *****, detailing the estimated timeline for repairs and the subsequent relight process. The global message stated, ******** Pipeline is estimating that repairs will be done by late Thursday, November 9. Once repairs are made, Avista can begin the relight process, which is estimated to take 3-5 days. 

  Once the relights began, customers were notified in advance when we would be in their area. In *****'s case, an email was sent on November 10, 2023, at 9:41 PM, and an automated call was made at 9:12 PM, providing details about the expected relight process. A copy of the email has been included for reference.

  Hello,this is Avista Utilities calling about the natural gas outage. Avista will be in your zone for the natural gas relight process within the next day.   We expect your zone will be complete over the next couple of days.  We will be going door to door to relight pilot lights. We will need access to the meter and the appliances in your home. An adult must be present to let the serviceperson inside to relight and check your appliances for safety.  If you are not home, we will leave a card with a number to call for an Avista serviceperson to return.  For safety do not turn on your meter or relight your pilot light. We appreciate your patience as it may take some time to return. We are working to restore your service as quickly and as safely as possible.
  

  Furthermore, we would like to address *****'s contact with Avista during the outage. On 11-11-2023 at 2:11 pm, ***** contacted Avista, stating he expected someone would have been at his home that morning. He was advised that the relights for his zone had begun that day however they were expected to take a couple of days. ***** called back on 11-12-2023 at 3:57 pm, inquiring about the relight and hoping he had not missed **************. He had expressed concerns about planning for his work schedule on Monday. He was advised if he was not present at the time of relight, we would leave a door hanger and he could call us to schedule a return visit. We assured ***** that we were working from 6AM to 10PM to get everyone relit as quickly and safely as possible. At no time was a guaranteed date or time provided to our customers. Avista provided estimates and did our due diligence to get all our customers relit as quickly as possible.
  

  In addition to the communication efforts, below are additional details about the relight process:
  

  Notification: Customers will receive notification within 24 hours of their planned relight that crews are headed to their zone.
  Relight Process: This involves a service person knocking on a door and entering the property when a resident or business owner is present. An adult will need to be present to let the service person inside. Customers are asked not to leave doors to homes unlocked. All field personnel conducting relights will have identification.
  Appliance Check: Once relit, Avista will check the appliances in the residence.
  Customer Communication: If the resident is not home, Avista will leave a card on the door upon the last attempt for the day, inviting the customer to call ********************** so someone can come back to relight.
  Scheduling: Customers do not need to schedule their own relights. There is no cost to customers for relights or gas restoration activity.
  Appliance Repairs: In rare situations, Avista may find appliance repairs are needed before proceeding with a relight. In these circumstances, customers may need to work with a licensed dealer to complete the repair. Avista can return to do a safety check.
  
  We are committed to learning from this experience and enhancing our communication strategies to best serve our valued customers. If there are any further questions or additional information needed, please do not hesitate to contact us.
  

  Sincerely, 

  *********************
  Commission Analyst

  Customer response

  12/06/2023

   
  Complaint: 20860386
  
  I am rejecting this response because: It does not address my complaint at all.

  First the automated call was to let residences know that technician workers would be in my area within 24 hours however that did not happen they did not come to my area until ~60 hours after I received the call. Additionally no effort was made to provide corrected or updated information. I did not know anyone was in my area untill 3 days later I saw trucks down the street from me.

  Once they did not show up I placed follow up calls to Avista to be sure I had not missed them. During my multiple follow up calls I was told I had not missed them and to "sit tight and wait hopefully they will come" I asked them why no one came to my area during the time I was told to expect them, surely you must be in contact with your own technicians? and Avista provided no reason why they did not show or any updated estimates as to when to expect them. 

  You can not claim that your notifications, press releases etc were "designed to keep everyone informed about ongoing restoration efforts" when in fact I was not kept informed about ongoing restoration efforts I was simply given an incorrect estimate and told to sit tight.

  Furthermore you did provide estimated times of starting to have service restored as well as when restoration was expected to be finished for four neighborhoods in Pullman. It was a map you posted on your own website which I will attach to the complaint. When restoration efforts finally commenced Saturday morning at 6am It was clear that those estimates were either incorrect, made in bad faith, or thrown out the window. Only a few hours later at 11am The *************** put out a statement saying avistas estimates were incorrect. Only 5 hours into restoration service it was clear those estimates were not accurate.

  My complaint is that at no time after the estimates were said to be incorrect did Avista provide any more updates or information. Once the pipeline was fixed you completely ceased updating people other than to say "Ground crews are peaking at doing x relights an hour"

  You can not claim that you did your due diligence when you release incorrect estimates and make zero effort to correct them.

  The result of your lack of communication was people sitting in their freezing homes waiting to have a service member show up as opposed to knowing when to expect them and being able to leave their homes in the meantime as to get some relief from the cold and lack of hot water.

  Frankly I will continue to reject your responses unless you can admit why no efforts were made to correct your bad estimates. For 3 whole days people were not updated or given new correct estimates we were left hung out to dry and cross our fingers. Your responses continue to dance around the question Why did you not make any effort to provide new correct estimates over the following three days?
  

  
  Sincerely,
  
  ***********************

  Business response

  12/14/2023

  We appreciate the continued engagement and feedback from *********************** regarding the recent gas service outage. Avista Utilities values the insights provided, and we want to address the concerns raised during this unprecedented event, the largest gas outage in Avista's history.
  
  In response to ****** comments about the estimates provided, we want to acknowledge the challenges faced by our customers,including the extended duration of the relight process. The outage prompted us to initiate relights on 11/11/2023 across five zones in the Pullman area (zones 0-4). We communicated to all customers within their respective zones that the process could take a couple of days due to the sheer volume of relights required.
  
  We sincerely apologize for any inconvenience caused by the extended duration of this process. We acknowledge that the 3-5 day time frame is a substantial window, and we recognize the need for better communication during such critical situations. While we believed our estimates to be accurate at the time, the evolving nature of the restoration efforts created challenges in providing more precise updates. We understand the importance of clear and timely communication, and we are actively reviewing and enhancing our procedures to ensure a more responsive approach in similar circumstances moving forward.
  
  If there are any additional concerns or specific suggestions on how we can better address similar situations in the future, please do not hesitate to share them. The customer's input is crucial in our ongoing efforts to enhance our services.

  Sincerely,

  *********************

  Avista Utilities

  
  

  Customer response

  12/14/2023

   

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Moved into a new apartment. Both my husband and I attempted to start service. My husband was called and told the address was not found. I tried to contact my landlord with no response. I tried at a later date to contact Avista a second time, and was told the address was not found, and offered an alternative address and to "verify with the landlord" (10/16). I called my landlord to verify the account and didn't get an answer so left a message. The weekend went by with still no response. We both worked Monday and planned on following up the next day with the landlord yet again.5 days after this correspondence (today, 10/23) we get home to our power shut off (8pm). We call and explain that we have been trying to get it turned on, and told the service was disconnected due to "no application". We tried to apply! Both of us, more than once! They should've had on record that we were both trying to get power at this specific address, and tried to contact us (they have both of our phone numbers and email addresses) before just shutting the power off with NO notice whatsoever.Now we are about to lose several hundred dollars of food in our fridge that we just stocked up on for our new place and the upcoming cold, and have no power or heat for the first big snow of the year. We were told the reconnect would happen "sometime tomorrow" as it is "after hours" and they don't do reconnecting after hours. We are facing serious consequences despite making multiple efforts to switch the power on in our name. Very frustrating and disappointing.

  Business response

  10/25/2023

  ******** Information:
  ***********************
  **********************************************************************************
  Daytime Phone: **************
  E-mail: *************************
  
  Moved into a new apartment.Both my husband and I attempted to start service. My husband was called and told the address was not found. I tried to contact my landlord with no response. I tried at a later date to contact Avista a second time, and was told the address was not found, and offered an alternative address and to "verify with the landlord" (10/16). I called my landlord to verify the account and didn't get an answer so left a message. The weekend went by with still no response. We both worked Monday and planned on following up the next day with the landlord yet again. 5 days after this correspondence (today,10/23) we get home to our power shut off (8pm). We call and explain that we have been trying to get it turned on, and told the service was disconnected due to "no application". We tried to apply! Both of us, more than once!They should've had on record that we were both trying to get power at this specific address, and tried to contact us (they have both of our phone numbers and email addresses) before just shutting the power off with NO notice whatsoever. Now we are about to lose several hundred dollars of food in our fridge that we just stocked up on for our new place and the upcoming cold, and have no power or heat for the first big snow of the year. We were told the reconnect would happen "sometime tomorrow" as it is "after hours" and they don't do reconnecting after hours. We are facing serious consequences despite making multiple efforts to switch the power on in our name. Very frustrating and disappointing.
  
  
  
  
  
  Contact History:
  
  10/03/23 - ******** originally tried to start service via a web application. The address provided was a PO Box, which is not a valid street address in order to start services.
  
  10/04/23 - Representative replied back to the email requesting the customer to call us with a service address so we could complete a start for them.
  
  10/23/23 ******** services were disconnected for non-application after no contact back from customer with requested information.
  
  10/23/23 ******** called in to report power was out.They provided address of ********************, which is not an address in our system.******** was informed we replied to their email request but had not heard back from them, thus the disconnect. ******** provided meter # and we were able to find the service address of *************************. Account was created and order for next day connection was made.
  
  10/24/23 ******** called to see when power would be turned on. Advised scheduled for today, before end of day. Very upset that services were disconnected. States he had been trying to get services started since the beginning of October. Educated the address he was providing is not in our system and we were unable to locate it. This we had to verify w/ the meter number. Without a correct service address or meter# we can't start services at an arbitrary address, as that can lead to having services started at an incorrect address and bill them incorrectly.
  
  Avista Response:
  
  ******** originally attempted to start via a web application on 10/03/23. A PO Box was provided as the service address, which is not sufficient to start services. Avista replied back to the customer via email on 10/04/23 requesting them contact us via phone to start services as we did not have a good address to start at. Avista did not hear back from the customer. Services for 327 Yellowstone Apt 10 had stopped from a previous tenant on 8/14/23. Our process of disconnecting when the services are not in any customer name had already begun on 8/14/23 and sent out to disconnect on 10/02/23. Due to the services not being in anyones name, on 10/23/23 they were disconnected at ****pm. The customer in question then called in on 10/23/23 around 8:43pm. Avista did not have any other contact from the customer between the original web app request on 10/3 and the call by the customer on 10/23. The customer provided an address during this call of ********************, which is not an address in our system. A start of service account was created on 10/23 after getting a meter number, and an order for reconnection sent for the next day as is our practice for new starts when contacted after our normal business hours of 7am-7pm for that said start. ******** services were connected 10/24 and are currently on and active. If the customer is requesting replacement, which may mean for their food, the customer can contact our customer service department at ************, and request to file a claim with our Claims Department.

  
  ************ D*** | Business Team Specialist & Commission Backup
  
  PO Box **** MSC-34
  *******, ** 99220
  P ************
  *************************************

   

  Customer response

  10/25/2023

   
  Complaint: 20773518
  
  I am rejecting this response because:

  We had intitiated contact a second time. I attached a screenshot for proof. Avista claims there was no other contact, but this is a blatant lie. We attempted to follow up with the landlord also, and no response. They claim a notice was sent out, but the mail there is going to be undeliverable because 1) there are obviously discrepancies with the address and 2) everyone in the city is required to have a PO box, no mail is delivered to actual residences. 

  Initially, a PO box was provided for mail, but that was not the address we put in for service. We put in the address we had on our LEASE. If the previous tenant left in August, why was such an arbitrary date set for shut off? Why was it difficult to see that ****** Ave and Yellowstone Ave run side-by-side? Was there truly no way for them to know whatsoever that we had clearly attempted to apply for service not once, but TWICE before shutting off service without legitimate and reasonable notice?

  The tag they left on the door even had an option to provide us reasonable notice--which they did not make an effort to do. The communication was poor and the entire situation was completely unnecessary and poorly handled, while omitting truths about communications on our end. 

  
  Sincerely,
  
  ***********************

  Customer response

  10/25/2023

  Avista also claims there was no contact from ** between 10/3 and 10/23, which is false. My husband called on 10/4, screenshot provided, to discuss the address issue. We discussed the address on our lease for this phonecall. I'm sure there is a record of this on their end. This was before I had attempted to contact them again. 

  Business response

  11/07/2023

  Please address the consumer's statement:

  
   "Initially, a ** box was provided for mail, but that was not the address we put in for service. We put in the address we had on our LEASE.
              The first web application submitted to Avista on 10-4-2023 from ****** only had the ** Box listed. Avista sent an email requesting ****** to call to start service as we needed more information. The application is attached. A second application was submitted to Avista on 10/16/2023, listing the address of *****************************. Avista was not able to locate this address in our system, so Avista sent an email to have the customer verify the address. The second application is attached as well.
               Avista is not able to start service at a location without verifying the physical address and/or meter number and the person(s) who will be financially responsible for the service. 
  
   If the previous tenant left in August, why was such an arbitrary date set for shut off? "
              The *** process (Shut off for Non-Application) starts when an account closes and no one has applied for service.  Avista will monitor for unbilled usage. When the unbilled use hits a certain threshold, Avista will send a serviceman out to the location. The serviceman can leave a 24-hour notice or disconnect the services. In this case, the location appeared to be vacant,so the services were disconnected.

  Customer response

  11/08/2023

   
  Complaint: 20773518
  
  I am rejecting this response because:

  Avista is still ignoring the phone calls and follow up responses from both parties. Avista also has done nothing to show sympathy, rather gaslights us into thinking that the lack of communication and resolution is acceptable, disregarding a myriad of additional info that has been provided. Not once did anyone even say "sorry about all this confusion", nor step up to the plate to assist with the glaringly obvious address issue... we are just another number, not a real person to communicate with and care about.

  If we could choose another company, we would. 

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11 hours out of service is unacceptable

  Business response

  09/26/2023

  Please see my response to complaint 20644938.

  Customer Information:
  *****************************
  **********************************************************
  Daytime Phone: **************
  E-mail: ***************************
  ID ********
  
  Customers Statement of the Problem:
  11 hours out of service is unacceptable.

  
  Avista:
  On 9-22-2023 a power outage was reported to Avista at 1:11pm. Avista crews were immediately dispatched to the scene to assess and correct the problem. Initial reports indicated a car had hit a power pole.
  

  The customer called in at ****** to get the cause of the outage. The customer was advised a car had hit the power pole, ***** customers were affected and was provided an estimated resolution of about 10:00pm. The customer stated she does not buy it; power should not be out for that long and disconnected the call.

  The Avista crews worked diligently to restore service as quickly and safely as possible. The services were restored at 6:53pm. 

  Please let me know how I can be of further assistance or if you have any additional questions.

  Sincerely,

  *********************
  Commission Analyst
  PO Box **** MSC-34
  *******, ** 99220
  ******************************** MSC-34
  *******, ** 99202
  P ************
  F ************
  *************************************************

   

• Initial Complaint

  03/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved from my old address **************************************** in ******* ********** back in June of 2022. I spoke with a representative from Avista and was assured my services would be cancelled. I have a bill and statements showing they have been billing me well after another person began moving into my previous apartment. I was emailing Avista and they have since stopped communicating with me. I assumed the issue was handled and now I have a collection notice with charges incurred by other people. Id like anything due past the month of June to be billed to the appropriate party, that would be Prairie Hills Apts or the new tenants of the apartment.

  Business response

  03/14/2023

  Good Morning,

  Please see my response below and let me know how I can be of further assistance.

  
  The customer contacted ********************** in May 2022 to cancel his comfort level billing payment plan but did not request to close his account. Avista continued to email bills to the customer monthly to ************************* with no response from the customer. On 02-09-2023 the customer sent ********************** an email about a billing he had received, stating he had move out in June of 2022.Avista responded to his email the same day advising the account closed in January and he would need to speak with his previous landlord about the charges up till the close date. On 03-13-2023, I did reach out to the Landlord on the customers behalf. The Landlord is accepting responsibility of the charges from 12-1-2022 until 1-25-2023. Avista updated the customers account to close effective date 11-30-2022. You can see on the attached bill, any billing after 11-30-2022 has been cancelled. The customer now has a balance of $192.11. We are happy to set up some payment arrangements or pay plan that will work for the customer if need.
  
  If the customer wishes to dispute any charges prior to 11-30-2022, the customer will need to contact his previous landlord as those charges are between him and his landlord.
  
  05-13-2022 Customer Contact: ***** called and requested to be taken off of CLB. Advised that actual account balance would be due, however after his payment it will leave a credit of -$19.47 that will go towards future bills.
  05-18-2022 Customer Contact: E-bill ************ Email
  06-17-2022 Customer Contact: E-bill ************ Email
  07-19-2022 Customer Contact: E-bill ************ Email
  08-18-2022 Customer Contact: E-bill ************ Email
  09-17-2022 Customer Contact: E-bill ************ Email
  10-18-2022 Customer Contact: E-bill ************ Email
  11-16-2022 Customer Contact: E-bill ************ Email
  12-17-2022 Customer Contact: E-bill ************ Email
  01-20-2023 Customer Contact: E-bill ************ Email
  02-08-2023 Customer Contact: E-bill ************ Email
  02-09-2023 Customer Email: Description
  Today I got an email stating I have a $318.55 bill. I logged in and did some digging and found out that you guys have and are still billing me. I moved out of this home in June of 2022. I should in absolutely no way be responsible for anything after June 17th when I cancelled services and moved.
  
  02-09-2023 Customer Contact: email case #******** response:Advised account closed on 1/27/23 when new tenant called to start service. He states he moved out in June 2022-Advised he will need to reach out to his previous Landlord to see if they are willing to take responsibility for charges past move out date. Explained any unpaid charges are sent to collections so he wants to make sure to reach out to them to verify.
  Avista Email response:
  Hello *****,
  Re: Case Number 00198684
  Thank you for taking the time to reach out to us.
  I reviewed your account and don't see we were ever contacted to cancel the service.  Because you're considered responsible for the service until we are notified to cancel the service, the account was closed on 1/27/23 when the new account holder contacted us to start service.
  You may want to reach out to the prior landlord to see if they are willing to take responsibility for the services past your move out date.  If they are willing, please ask them to give us a call at ************** and say "agent" when the automated teller begins speaking.  Please be aware that any unpaid balances are sent to collections.
  If there is anything we may do to assist you further, please don't hesitate to contact us again.
  Sincerely,
  *******
  Avista Customer Service
  
  03-13-2023 Customer Contact: *************************** ~ ********************** complaint. Customer is disputing charges from June 2022 until 1/27/2023.
  03-13-2023 Customer Contact: Spoke with ***** at Prairie Hills LLC the Landlord, the customer was responsible for lease until **********. ***** advised the customer did move out 7-31-2022 but was still responsible until the end of the lease.  Landlord agreed to take responsibility from 12-1-2022 unit 1-25-2023.
  
  Sincerely,
  
  *********************
  Commission Analyst
  
  
  PO *************************************** 99220
  1411 *************. MSC-34
  *******, ** 99202
  P ************
  F ************
  *************************************************
  
  

  Customer response

  03/14/2023

   
  Complaint: 19588711
  
  I am rejecting this response because every bill from after june shows electric used in a home I was not residing in. And agent from Avista took my information about cancelling service and then continued on his work in the apartment. What proof do I need to provide to show that I have been living in ******* and not at that address? I will not pay for electric that was run up by the current tenant.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went on vacation to my son's home over the Christmas holiday for 3 weeks turned off all of the electrical appliances in the home. Turned down the heat to 55 degrees turned off the hot water heater unplugged everything in the house. TVs internet, lamps everything.? To the point I was worried that when we got back the pipes would have frozen. Instead I received a $168.00 electrical bill? Now how is that right? I know there was a rate hike in December. I looked because my bill was so high trying to figure out why? There is no way that We could have been charged this much.. Merry Christmas to me AVISTA.. ps. I have never seen an avista employee ever check my meter

  Business response

  01/24/2023

  Good afternoon,

  We are happy to investigate this complaint. However, the complainant's name does not match anyone in our system. Is ******* the account holder? If not, we cannot provide specific account information as we cannot violate privacy laws. To proceed, ******* needs to 1) be added on to the account he is asking about or 2) have the account holder submit a complaint. 

  Let me know how to proceed.

  ******

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