ComplaintsforHuntsville Utilities

• Initial Complaint

  08/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted Huntsville Utilites on 06/19/23 and completed the moving process for my utility account. As of 08/03/23, the only communication I have received from this company, are the attached documents and emails confirming my account is active and the move transaction is complete. Today, I called this company and spoke to *** who advised me that they do not have an account for me at this address and I will need to complete a new application for them to process my request. This company is saying the only way service can be in my name, is if I pay them two separate fees for this "new" account. I was told everyone has to pay these, and it doesn't matter who you are, everyone does it. I requested to speak to a supervisor and requested a supervisor name. *** told me she does not know who the supervisors are, but that when I'm ready to complete my application, that I can call back, as long as I have my banking information for them, so they can charge me 2 separate fees. I requested this to be reviewed and to waive these fees. I respectfully request Huntsville Utilites to complete the application as it was processed, completed and activated Online (see attachments) and waive any fees that are not fees for utility usage.

  

  Business response

  08/04/2023

  This complaint is under review.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In January 2023 I received my utility bill and there was an abnormally high amount charged for water. I contacted Huntsville Utilities and informed them that I had bursted water pipes resulting from the freeze on December 24th. I was instructed to submit the repair bills and I would receive a credit. I submitted them yet, to this day, I have not received a credit nor an explanation from **. Now, due to the short storm that came through our area yesterday afternoon my neighborhood lost power at approximately 5:30 pm yesterday. I have tried multiple times to contact ** to request an update but they refuse to take mine or any of my neighbors calls. Its been SIXTEEN AND A HALF HOURS without a SINGLE word from ** nor any hint of an update. This is a SERVICE that we ALL pay for and are not receiving which constitutes a BREACH OF CONTRACT!!! Im not naive, I realize it takes time to make repairs but having representatives man the phones and provide updates is NOT too much to ask for and I am asking for a telephone call from a supervisor who will explain this horrible excuse for customer service. My number is **************. If Im not able to take the call please leave me a message and Ill call you right back.

  

  Business response

  08/24/2023

  ******************,

  First, I apologize for missing your complaint. It's no excuse, but sometimes the notifications we get from the BBB get caught up in our email security. That is the reason for the late response.

  Regarding your burst pipe situation, I will follow up with our team to check the status and why you haven't received a response.

  Regarding the outage, that was a rather bad storm system and, unfortunately, our phone system also crashed. We know our customers expect better and we are taking steps to correct and improve the communication issues we had. The restoration, however, was performed in as timely a manner as was safely possible.

  Thank you for reaching out to us. You will hear from us soon.

  ********************* - Director, External Affairs

  Customer response

  08/31/2023

   
  Complaint: 20360830
  
  I am rejecting this response because: I requested a telephone call! Apparently ** didn't read my complaint completely as it was written. I didn't ask for a response in the form of a letter or email through the BBB. I asked very clearly for a telephone call from a supervisor!! It's been more than a month and I still haven't been contacted in the manner that I had plainly requested. Additionally, I still, after 8 months of waiting, have not received a credit nor an explanation from anyone at ** regarding the excessive water bill that was caused by a freezing storm that occurred on December 24th. I was told by a ** representative when I called in about the bill that once I submitted the repair bills I would receive a credit on my next bill. Well, I've had 7 "next" bills since then and still all I have are "CRICKETS,"! not CREDITS!!

  I seriously don't understand why clear and precise requests are made yet never obliged. THIS is the reason that ** has such an incredibly bad customer satisfaction rating, one of the lowest in the entire Country, in a City that's been voted as "Best Place to Live" in the US!! I personally find that hard to comprehend. I strongly urge a supervisor from ** to contact me within the next 10 days by TELEPHONE. Otherwise, I plan to bring this complaint formerly before the ************ and the Mayor's ******* In my opinion it's absolutely ridiculous that it should have to come to this but apparently that's the way ** is being operated and intends to continue to operate. I truly hope for a quick response and resolution.

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

  

  Business response

  09/14/2023

  As requested, ****************** received a phone call to discuss his bill and the outage event indicated on the complaint. ****************** is welcome and encouraged to contact me directly should he want to discuss these or any other issues going forward.
  - ********************* - Director, External Affairs

• Initial Complaint

  03/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last month, I received a bill from Huntsville Utilities for over $330 for services for this property. This is a newly purchased property and there are no major appliances being used and there is no central heat in the home. I use Kerosene heaters to keep the house warm. They sent a guy out to the house and he could not find what used the electricity. I wanted them to come see that the house was bare. No reason why a home that is not lived in would have a bill that high. I kept calling every week to try to find out how the bill could be that high with nothing running in the home. This month the bill is less than 1/3 of what it was and they can not explain it. Then the customer service department kept lying and giving me the run around about their being an investigation on my account and today 3/6/2023 the supervisor **** said that the investigation was closed on 2/14/2023. They have offered no solution or resolution instead they are trying to justify the amount without a clue as to why the bill would be that high. If they did not think that there was truly an issue then the customer service department would have told me on the 14 of February or anytime thereafter that the charges were valid. After they sent someone out on 2/14 at 9am, I called later that day on 2/14, 2/16, 2/20, and 2/28. Each time I called the customer service department said they were investigating and someone would get back to me. No one did! I have never called in on a justified bill. This is unacceptable.

  

  Business response

  03/17/2023

  **************,

  A thorough investigation of your complaint has taken place. 

  A home energy inspection was completed 2/14/23. No issues, visible or otherwise, were found.
  

  Following the energy audit, you requested a meter test, which was completed on 3/6/23 free of charge. Test results show the electric AMI meter operating normally, with no meter issues.
  
  The meter readings are attached for your review. Although you contend there was no usage, and considering the meter has been tested and is operating normally, something or someone was using electricity at that property during the time in question. 
  
  Based on the investigation that has taken place, Huntsville Utilities considers this issue resolved. No billing adjustment is warranted at this time.

  Thank you for contacting us.

  *********************, Director of Community Relations

  Customer response

  03/21/2023

   
  Complaint: 19547803
  
  I am rejecting this response because: at the time of billing no one was living there or using electricity at this location in a manner that would produce such a high bill. When the agent came to the property he even stated that there was nothing there pulling the electricity. I was told by customer care that this would be taken care of after the agent came back and found no issues. If you can see how many times I called about this issue please advise as to why the agents were telling me that there was an open investigation re: high usage and that someone would call me back and correct the issue. I have paid every bill I have owed and the amount that was charged for that month exceeds the amount I have been charged even after moving in. I pay my bills in full every month and I would not be wasting my time or yours if the billing made sense or was correct. Check my history and you will see that I have never called in to complain about a bill at any property. I have never called requesting any adjustments prior to this bill. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When I moved to Huntsville AL five, six years ago, I had to pay a $300 fee for the initial start of ***************** Now upon leaving the **************** my $300 starter fee is NOT fully accounted for. I have contacted Huntsville Utilities about the amount that is still due me (which cannot be verified from the Invoices), that they have forwarded to me. (no one bothered to get a calculator and do the math) The Invoices are NOT correct. I am still due $46.08 which does NOT show on the Invoices and CANNOT be accounted for according to the Invoices. I find this very unprofessional and downright thievery since they won't refund what is due me.NOTE: all invoices have been attached. (all emails of this situation of conversations can be forward to the BBB if need be).Thank you

  

  Business response

  02/07/2023

  To All Concerned;

  Our records indicate ************************ paid a $300 security deposit on May 11, 2017.

  On May 12, 2020, per ** policy, ************************ received a partial security deposit refund, plus interest, in the amount of $205.42 (see attached invoice).

  On January 12, 2023, **************************** account was closed and the final reading was taken resulting in a credit and refund. The final bill was $44.35, to which the remaining $100 deposit (plus interest of $0.36) was applied, leaving a refund of $56.01 for ************************ that was mailed on January 19, 2023. 

  If ************************ has not received the refund, she should call our *************************** at ************.
  Given the account has been closed in accordance with company policy and the customer has been issued a deposit refund, plus interest, ** considers this matter closed.

  Thank you for contacting us.

  - *********************, ********* ********* Relations

  Customer response

  02/08/2023

   
  Complaint: 18934757
  
  I am rejecting this response because:
  
  ******************************************************

  Customer response

  02/10/2023

  I see where the money(s) were applied.  Thank you 

  This can be closed.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 18, 2022, I was blocked in by Huntsville Utilities workers as they were working on a power line pole/transformer located between my neighbors house and mine. WITHOUT WARNING - my power was turned off, I was forced to leave my house so as to continue working as well as to continue my education. When I spoke with the workers, they REFUSED to move. They stated "well you are about to not have power" and "its just easier for us if the trucks are parked like this." Due to this incredibly unacceptable conduct, i.e. turning off my power, blocking me in, and refusing to resolve any of the issues, I lost hundreds of dollars from work, I lost hundreds of dollars by not being able to complete my LSAT due to the WIFI being turned off, and I was forced to spend almost 100 dollars to fill my truck with gas due to my car not being able to drive through the grass and mud that I was forced to drive through. The vehicles in question are vehicle numbers 384 and 372. I also have multiple pictures of them blocking me in, and refusing to move by going straight back to work immediately after telling me I am essentially out of luck.

  

  Business response

  04/01/2022

  Business Response /* (1000, 10, 2022/03/17) */ HU point of contact did not receive second notice. HU contacted customer and reach an amicable solution, including taking steps to avoid similar incidents in the future. While the complaint matter is resolved, HU is working with the customer on an agreed to outcome.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was over charged for services. My meter was read incorrectly and I was billed over $200 more when there was no additional usage this month. I was never advised that I could view/manage my usage on the website to prevent me from incurring these additional charges.

  

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/02/22) */ The meter reading in question occurred on Feb. 2nd, for service from Jan. 4th until Feb. 2nd. Huntsville Utilities (HU) was first contacted by the customer concerning this matter on Feb. 11th. HU staff investigated the meter data finding the readings were accurate, meaning no error occurred. To ensure no error occurred, HU staff also tested the meter at no charge to the customer. Testing of the meter showed it is in proper working order and measuring consumption accurately. HU staff left a voicemail informing the customer of the meter test results on Feb. 16th. The customer has also been offered a home energy audit to help identify areas where consumption may be reduced and was informed/instructed on how to use our customer web portal to monitor consumption. To date, this customer has not responded to the voicemail. HU considers this matter resolved/closed.

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am out of work due to COVID. I applied for the Madison County Emergency Rental Assistance Program, which helps people affected by COVID with rental and utility payments. I was advised by the program that my utilities would be covered and payment would be sent to Huntsville Utilities (HSVUTIL). HSVUTIL is refusing to accept the payment from the program and threatened to shut my service off. I am getting the run around every time I call and no type of resolution to my issue. At this time, HSVUTIL should have received 3 payments towards my account and there are 3 more set to hit. I haven't been able to find out if or when they plan on accepting these payments. I spoke with an agent by the name of Jamie, who misrepresented herself as a supervisor, who yelled at me and basically told me I had to pay or my service is being turned off. I asked if there was anything that was being done for those who were approved and payments weren't posted and was told NO because HSVUTIL doesn't care.

  

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/10/07) */ Huntsville Utilities is currently working with Madison County to get access/approval to the MCERAP portal. Once access is granted we can obtain approval verification and monitor payments. Consumer Response /* (3000, 7, 2021/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response doesn't mention what is being done to keep services on while they figure this out. Also, it does not address reconnect fees I was charged due to their issues accepting payment from this assistance program. I was billed $95 twice during months where my payment was covered. Business Response /* (4000, 11, 2021/10/20) */ Yes, we finally got all the logistics worked out with the vendor and approved to access the site. We have updated all the data required for payment. We expect the first round of payments to be processed tomorrow. Consumer Response /* (4200, 13, 2021/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the update. Will my reconnect fees be waived due to this delay? I was charged 2 of the. At $95 each Business Response /* (4000, 15, 2021/10/21) */ Based on the application date 7/21/2021 we will waive the two re connection fees you were previously charged. Consumer Response /* (2000, 17, 2021/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you. This response is accepted.

• Initial Complaint

  07/22/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have been a hospital utilities customer for around 5 years now. When I paid my deposit and opened my account I was told I would receive my deposit back after 3 years of continuous service. I have not received credit at all, had a little over 3 years I contacted them they said because I paid the late fee on a few months that I was on eligible to receive it so in 6 months I should get it then. And I did not receive credit at 6 months so I contacted them again they said they will push it back into the system I should receive it again and around a few months give or take so at 4 years I still have not received and I credit. At this point I contacted him again they said they had no direct control of being able to put credit on my account for my deposit that the system could do it itself but not them physically. They said they submitted it I should see reflection of it in my next bill I have not after 5 years of continuous service, no cutoffs, and paid on time.

  

  Business response

  09/30/2021

  Business Response /* (1000, 8, 2021/08/02) */ We contacted the customer directly and resolved this issue. The customer is correct, after a period with an excellent payment history, a partial refund of the security deposit should have been issued. Consumer Response /* (3000, 10, 2021/08/02) */ I would like to inform you that the company has contacted me and my issue has been resolved. Thank you for your help with this matter.

*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. ↩