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Business Profile

Energy Service Company

Rock Energy Cooperative

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Energy Service Company.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/30/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Charged for weekly usage increased from **** kwh on Monday October 16 to ***** kwh on Monday October 23, 2023, and the entire week was an average of ***** kwh. I leave for work at 6:15 AM and return home at 7:00 PM. I have not added anything new that should cause this increase. As of today the kwh lowered back to my normal usage. Called and spoke with ***** and he said "there is nothing that they can do, and that I am stuck for the increase cost"

    Business Response

    Date: 10/31/2023

    October 31, 2023

    This letter is in response to Case #******** filed by *************************, who is a Rock Energy Cooperative (REC) member. While we cannot speak specifically about Ms. ***** account because of privacy laws, we can provide general information.

    ************ contacted our Energy ******************* on October 30, 2023, regarding her recent bill. We were able to provide her with the dates and times associated with her increased consumption, however her higher usage has ended. 

    Because the elevated usage period in question has ended it is extremely difficult for us to assist ************ in diagnosing which equipment on her side of the meter is causing the issue. We recommend that she review the dates and times with the manager of the apartment building to see if they have some insight into not only her usage concerns but her questions regarding a dryer room she felt might be wired to her service.

    On October 31st REC had a meter technician check the meter and confirm that the reading on the meter was accurate.

    Customer Answer

    Date: 10/31/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I have not added anything new to my apartment to cause this increase.  As I stated to the company I leave for work at 6:15 AM and do not return to 7:00 PM.   I can prove that during those days that I was not at home, and feel that I should not be charged for something that I did not do.  I can confirm from bills that I have never had such an increase for no apparent reason.  Being told that I have to eat this cost it unfair and resent being told that I must have done it when I have not.  

    But since this company has a monopoly on electric and heat we are left letting this company charge customers for something that I DID NOT DO!

    Regards,

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

    Business Response

    Date: 11/02/2023

    In response to Case #********, as stated in our previous correspondence, Rock Energy Cooperative did provide ************ with specific dates and times related to the increase consumption at her location. We have reviewed this information again and have determined that our readings during that particular period are accurate. In addition, a Rock Energy Cooperative employee was deployed to Ms.***** address to check the physical condition and operation of the meter at her location. Upon inspection, it was determined that the meter at her location was not physically damaged and was operating correctly. There are a number of different reasons that could have caused the consumption to go up at her location; however, there is no way for Rock Energy Cooperative to determine what equipment was in use or functioning on her side of the meter (as stated previously) at that particular time. Rock Energy Cooperative encourages *********** to visit www.rock.coop to review the energy saving tips (tips, articles and videos) posted there.

  • Initial Complaint

    Date:12/28/2022

    Type:Order Issues
    Status:
    Answered
    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.
    On 12/27/2022 my electrical power was disconnected because I was behind on my bill. I forgot to pay it, so I paid it immediately and got my bill current.The electric company is trying to charge me **** dollars and states my power will be disconnected anytime I use too much until I pay a $**** deposit. They never informed me I would have to pay a deposit if my power was disconnected. I don't have the **** dollars and it's winter in *********. When my power is shut off I have no heat to my home and I love in an old drafty home where pipes easily freeze with no heat.I cant do laundry, cook dinner, and have my heat running because it keeps disconnecting my power.This is illegal and they're trying to skirt the law by saying it's "temporarily suspended".There shoukd be a class action lawsuit against then for this. It is stressful enough paying 700 a month for fuel to heat my home, now I'm worried all my food is going to spoil and my pipes are going to freeze, despite my bill being current. I have two adults and three children that live here. My power had already been disconnected 3 times in 2 days due to them wanting a deposit for an account that's current on the bill.

    Business Response

    Date: 01/10/2023

    Tell us wJanuary 9, 2023


    Dear Better Business Bureau:

    This letter is in response to complaint ID #******** filed by *********************, who receives electric service from Rock Energy Cooperative. While we cannot speak specifically about Mr. ******** account because of privacy laws, we can talk about the efforts that REC uses to open a conversation with members who are unresponsive to past due notifications.

    Rock Energy provides a wide range of opportunities for members to provide payment for service(s) rendered. Rock Energy also provides multiple notifications and messages regarding any unpaid services, and/or late payments. Contact methods include personalized bill notifications, phone calls,and email messages. Members are also provided with specific details regarding any amount(s) due, payment due dates, and potential penalties for non-payment.

    Rock Energy is also diligent about informing members of ways to make payment arrangements with the co-op, and how to apply for energy assistance (if necessary).

    Should ****************** agree to release his Rock Energy account information to the Better Business Bureau, we would be able to provide specific details related to this situation.

    Please let me know if you have any questions or need additional information.


    Sincerely,

    Rock Energy Cooperative

Rock Energy Cooperative is NOT a BBB Accredited Business.

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