Complaints

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:04/07/2025

  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.

  The company has no other competitors so they are exaggerating prices charging unlawful fees, offer no feasible bill resolve solutions for financial hardships especially since they are the only service provider

  Business Response

  Date: 04/09/2025

  We understand your frustration and appreciate the chance to address the issues youve raised.
  
  First, our rates have remained consistent for over a year, and any fees applied are in accordance with the terms outlined in our agreement. We are committed to being transparent with our pricing, and there have been no unlawful charges applied to your account.
  
  Regarding past-due balances,we acknowledge that unforeseen circumstances can arise. As a company, we offer payment arrangements to help manage these balances, and we are always willing to work with our members to find reasonable solutions, which we have done with this account holder for the past four months. However, we do have limits on how long we can extend past-due balances, as we must balance this with our own operational needs.
  
  Please do not hesitate to contact us if you have any questions or need further assistance.

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 23172138
  
  I am rejecting this response because:
  They didn't even bother to ask for mu account number to see what my issue/concern was. They are running a monopoly & it is not in accordance with the law. I was charged 3 reconnection fees in 1 month! Representative also told me my rates went up in ******** because it snowed twice. Even though my thermostat was set at same temp it has always been. Also price gouging. This needs to be escalated! I have also submitted  complaint to Attorney General. I am not the only one complaining about gouging & monopoly. They are ripping us off

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

  Business Response

  Date: 04/21/2025

  Thank you for your feedback.We truly regret your recent experience caused frustration, and we appreciate the opportunity to respond and clarify.
  
  Regarding the reconnection fees, as part of our standard policy, a reconnection fee is assessed for each disconnection event. These fees help cover the administrative and operational costs associated with restoring service.
  
  Regarding your rate concerns,our rates are approved and regulated. While usage can increase during extreme weather conditionssuch as freezing temperaturesour team is happy to explain this in detail again. Youre always welcome to contact our office directly, and a representative will go over your account history, usage, and any options that may be available to assist you further.

• Initial Complaint

  Date:03/25/2025

  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.

  I am **mplaining about Snapping Shoals **************** and their business practices that make it extremely hardto pay your bill and then they shut you off and charge you fifty dollars to flip a switch and turn you back on plus a ten dollar late fee. #1 - they send their bills out late so you only have a few days before its late #2when I tried to pay the bill on the phone they say there are no people in the **mpany who can take your payment on the phone even though there is a rediculous amount of security questions including a four digit pin to identify yourself. I am not trying to take money out of a bank (which is actually easier) I am trying to give them money. They claim is for security reasons #3- the only way you can pay is either on the phone or online. I tried to use the phone. If you follow prompts to pay your bill they will ask for a pin. I had to call and get info in how to change pin. Not an easy to get to option. So changed it and robot states pin was successfully changed Next month go to pay using the same pin -robot says it doesnt match info in their system. So I call for help. They shut me off snd charged me $60 to turn back in again even though the person in the phone went through all of that with me and I proved to her it wasnt my fault. She charged me anyway.Take away is-every time I try to pay this bill something goes wrong and I cant do it and its late and they shut me off and make money. I was charged $120 dollars the last two months..I do not have this problem with any other providers. I own two homes. The other one is Serviced by *************** EMC. I have never been shut off by this ** because they will call you with a very nice reminder and you can simply push a few buttons and bill is paid. I feel like Snapping Shoals does it on purpose to make extra money

  Business Response

  Date: 03/26/2025

  We value the five years of service youve had with us, and we strive to maintain consistency in our billing practices. Over this period, our approach has remained unchanged. To clarify, we typically bill for services after they have been used for approximately 30 days. Once the bill is mailed, we provide a 28-day window for payment,followed by an additional 14-day grace ******* In total, this means there are 42 days (or six weeks) before service is interrupted due to non-payment.
  
  During this time, we ensure that you are notified of your outstanding balance and due date through three different methods:
  1. The original bill via mail.
  2. A follow-up email advising you of the past-due balance.
  3. The next months bill via mail, which includes a reminder of the past-due balance and the potential disconnection date.
  
  Additionally, if you need extra time to make a payment, we offer payment extensions to accommodate your needs. We regret that our phone system did not meet your expectations and would like to make things easier for you by offering automated payment options. You can set up automatic payments directly from your checking account or a credit/debit card at your convenience through our online platform. Should you require further assistance, please dont hesitate to contact our office at ************. We are here to help!
  

• Initial Complaint

  Date:02/17/2025

  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 electric bill payment was changed by snapping shoals to an overstated amount from the previous bill. I received an email stating one amount was due as my current payment. Now when I go to make a payment of the past due amount the current payment has been doubled?without notification.

  Business Response

  Date: 02/18/2025

  The confusion appears to stem from the overlap between your previous balance and your new monthly bill. In our efforts to help you better understand your account balance, wed like to provide a clear and detailed breakdown of the charges on your account.
  
  When you logged in to pay your past-due balance, your new monthly bill had already been issued.
  1. Januarys Bill: On 01/08/2025, your January bill was issued for $407.64, with a due date of 02/05/2025.
  2. Late Charge: Since payment was not received by the due date, a late fee of $20.38 was applied, bringing your account balance to $428.02.
  3. New Monthly Bill: On 02/06/2025, your next monthly bill was issued for $528.68, increasing your total balance to $956.70.
  4. Current Balance: After your payment of $428.02 was made on 02/15/2025, the remaining balance of $528.68 is due by 5:00 PM on 03/06/2025.
  
  We noticed that you recently contacted our office regarding your increased usage, and our team provided helpful tips to assist you in reducing your consumption. We hope those tips,combined with this explanation, will be useful in managing your account moving forward.
  
  If you have any additional questions or need further assistance, please dont hesitate to contact us. We are always here to support you.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22954244
  
  I am rejecting this response because on 2/7/2025 the bill I received from Snapping Shoals reflected a current payment of $638 which include a pass due amount$407 and a due date of 3/6/2025.  It stated that if I do not pay the pass due by 2/19/2025 my service will be disconnected.  My current payment due date was still 3/7/2025 and that amount was $238.  I called Snapping Shoals and was told once I make my pass due payment before 2/19/2025 I did not need to request an extension to make my payment but if by 2/18/2025 I cannot make my payment they will extend my cut off date but since I have a pass due amount they will add a late payment fee to my pass due amount and it will now be $428.   It was not until I called to make my payment of $428 that I learnt that the current payment Due on 3/7/2025 has been increased from $238 to $528 an additional $300.  I called seeking an explanation as to why my bill was increased and the representative could not give me an acceptable answer but that we had snow and some **********************.  I explained to her that I live alone in a one flat condo and I was out of the house during the snow and there was no way my electric consumption could be $500 plus.  She promised to send someone out to check the electrical meter but also told me of a new bill that was out which may explain the increase.  I did not receive a new bill.  

  Sincerely,
  
  ******** English ********

  Business Response

  Date: 02/19/2025

  Ms. *************** appears there may be some confusion regarding the multiple statements. For your reference, I have attached both your January statement (dated January 8, 2025) and your February statement.
  
  Our records show that you are being billed for a home with a total area of ***** square feet. Please note that the electric meter cannot detect whether the home is occupied; it simply measures the electricity used by the home. This means that unless you turn off your breakers entirely, electricity is still being consumed regardless of whether anyone is present in the home.
  
  The higher-than-usual usage over the past two months may be related to your HVAC system. Given the exceptionally cold temperatures we've experienced recently, your heating system likely ran more frequently to maintain a comfortable temperature. However, if there are any issues with your HVAC unit or the thermostat is set too high, it can trigger the activation of your heat strips or emergency heat. These components consume significantly more electricity.
  
  We strongly recommend having a qualified HVAC technician inspect your system to ensure it operates efficiently. If you have any further questions or need assistance, please don't hesitate to contact us at ************. We're here to help!

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22954244
  
  I am rejecting this response because:  I have received numeral calls from Snaping Shoals in relation to my electricity consumption but none addressed the fact that I was emailed a bill on 2/7/25 that stated my current payment as $638 with a due date of 3/6/25 which included a pass due amount of $407.  I called Snapping Shoals and requested an extension to pay the pass due and was told I would incur an additional % to the pass due amount which would bring that total to $428 and it must be paid before 2/19/25, failing which my services would be disconnected.  I called Snapping Shials again requesting help with my payment and was given several organizations that I can approach/call to seek help.  I called the recommended organizations and got no help so on 2/15/25 I decided to go ahead and make my pass due amount of $428 only to be made aware that the current payment that was originally $228 was now $528 and the due date was still 3/7/25.  I called Snapping Shoals on Monday and the representative I spoke with could not give me a plausible answer as to why the $300 addition to my current bill that was received in 2/6/25.  I need answered.  Thanks
  
  Sincerely,
  
  ******** English ********

• Initial Complaint

  Date:02/07/2025

  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.

  Snapping shoals is requiring that I paid a $900 charge of the previous member to get service when I took over the property. The person does not live on the property and my husband and I are needing lights and we don't think we should have to pay someone else's bill. In the handbook and bylaws of snapping shoals the state that a new member isnt entilitled to bills they didn't incure but they fail to erase the debt

  Business Response

  Date: 02/10/2025

  In accordance with our procedures, anyone who has benefited from the service is ultimately responsible for settling any outstanding charges in order to have the service reinstated. We have made this clear to all parties involved with this property on multiple occasions. To proceed with the reconnection, the outstanding charges must be resolved, and the property must be brought up to safety standards. Should you have any additional questions or require further clarification, please feel free to contact our office directly.

• Initial Complaint

  Date:01/22/2025

  Type:Order 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.

  Snapping Schoals emc over charge during the snow. Can you look into this problem please

  Business Response

  Date: 01/22/2025

  Snapping Shoals rates have not changed. If you are seeing an increase in your usage it is more than likely due to the cold temperatures causing you to use more electricity to heat your home (furnace, heat pump, or space heaters, etc.). Please contact our office *************) and we will be happy to discuss tips on how you can lower your usage. We are available on the phones today until 7pm. 

• Initial Complaint

  Date:11/23/2024

  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.

  Im writing in regards to a having an account in collections for $6 for an apartment that I left in August of 2019. At no point did I receive a billing statement, email statement, or phone call from Snapping Shoals regarding a balance. Never had a late payment for my 2 years at the apartment, and not properly informed of any sort of outstanding balances that I may have had. Im one who takes pride in my excellent credit and aims for an 850 credit score, in which it was at an 822 prior to the hit. Thats just poor business in Snapping Shoals part. I have filed a dispute with *******.

  Business Response

  Date: 11/25/2024

  We show at the time a disconnect was requested you did not have a forwarding address you wanted to leave with us. Our standard practice is to send a final billing statement, a reminder, and three letters of any outstanding balances before we send the debt to a collection agency. Due to no forwarding address being given these were sent to the service address, the only address we had on file for you. The original balance was $25.09 and is now $6.29 due to Capital Credits having been issued since the account was sent to collections in January 2020. Please let us know if there is anything further we can assist you with. 

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22596643
  
  I am rejecting this response because:
  All of my mail was forwarded from all of my accounts. I dont see how I just have this one that wasnt. Just tell me what I need to do to pay the balance

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

  Business Response

  Date: 11/25/2024

  The final balance can be paid using our automated phone system at ************** or using our website at *************. Your account number is *******. Please contact us at ************ if we can assist you with anything else. 

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22596643
  
  I am rejecting this response because:
  All of my other bills were successfully forwarded to me without any issues yet this is the only one that wasnt.  Just tell me how to pay this balance. $25 isnt worth me going back and forth. 

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

• Initial Complaint

  Date:09/22/2024

  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.

  I September 19 my entire neighborhood experiencing outage along with the surrounding areas around 6 PM around 715. Everyone came back on except my home I called and let snap and shows know my house was still without power. I waited two hours. Didn't hear from anybody call back reported it again. I waited another two hours. Call back did another report, after additional calls and almost 7 hours later they have yet to send anyone to my home now they're saying I may be charged to come check on an outage My food has four and I have had to sit in a hot dark house for almost 7 hours. I have talked to multiple customer service **** and at the seventh hour. The company is saying they're just now getting my report that I'm still out because they are using a third-party answering service when you call, so none of my prior calls were received to their dispatchers and they're just now about to send someone this is highly unacceptable

  Business Response

  Date: 09/23/2024

  On September 19, 2024, there was a power outage at the service location from approximately 3:58 PM until 5:52 PM. The outage was caused by a tree company inadvertently dropping a tree on the power lines.Service was promptly restored within less than two hours.
  
  On September 22, 2024, we received the initial call from the member at 1:50 AM, reporting a power outage. Our representative advised the member to check their breakers and to contact us again if the power remained out, as our records indicated that power should be restored. The member called back shortly after to confirm there was still no power. We dispatched a serviceman to investigate, and they found that the issue was due to a tripped outside breaker on the member's end.
  
  Given these circumstances, we could not accept liability for the power issue on September 22, 2024, as the outage originated from a problem on the member's end. Additionally, our expertise indicates that food spoilage occurs after a lack of refrigeration of twenty-four hours or more.
  
  Please don't hesitate to contact us with further questions or if you need additional assistance.

• Initial Complaint

  Date:03/13/2024

  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.

  I am currently disabled and going through the process to start receiving my social security disability benefits. I currently reside at the ****************************** in ********* ** since November 2022, never late paying a bill until my unexpected health had a major decline. My powerbill has always been a little to the extreme since my 2 kids are full time students living at their college during the week and sometimes come home on the weekends, otherwise it is just me at this newly built townhouse. Back in December I called snapping ******************* make a payment by phone,Bc all the sudden I was unrecognized on their portal, and the automated system asked did I want to pay the payment at 145 story st when my address is ****************. I hit zero for customer service and asked why my address changed and the lady said because my box was at the front of the community, ****** maps pinned 145 instead of 140 for me not to worry about it. Last month I discovered each unit has their own meter per building which totaled 5 located on the side of each unit. I called snapping schoals back and a lady; she whom I could hardly understand because she had her mouth full of food smacked so nonchalantly and told me they would get it corrected. I then received a bill for Februarys bill in the amount of $308.00, turning everything off at my unit and went to unit said using 242 ***** of power and other 4 were ****** ***** so I walk across the street and 145 and other 4 readings between 50 to 90 ***** and then I saw nobody lived at the 145, only to discover that this is where the maintenance people with the front leasing office stored their tools for maintaince of the property and was vacant. My power was turned off Monday, march 9 so i called And asked them to please work with me as I have weekly shots, that cost 7k for a box of 2 not to mention all the food I had that was ruining. ******* from snapping said to me, nothing we can do except bill me on the next Bill a reconnect fee.

  Business Response

  Date: 03/13/2024

  Our records indicate this account was opened in December 2022. During this timeframe, the account was paid late on nine occasions, with numerous returned payments and disconnections for nonpayment, which has caused limitations in working with this member. Currently, the service location is disconnected due to a returned payment. Unfortunately, we cannot make a payment arrangement when a return payment is involved. We reviewed the phone call when the member questioned the address discrepancy. We explained to the member that our billing is based on the meter, not the address. In response to the mouth full of food, we could fully understand the representative while reviewing the call. The reason for the next bill being $308 was that it included reconnection fees from a prior disconnection. We are unsure what the member refers to with 242 ***** of power,80-130 *****, and ***** *****. Don't hesitate to contact our office at ************ if you have questions regarding how to read your meter or if we can assist with anything else.

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21425420
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/14/2024

  We are unsure of the question/complaint here. Please contact our office at ************ for us to assist you further. 

• Initial Complaint

  Date:01/26/2024

  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.

  We heat by GAS but our electric bill is skyrocketing - their response was our heating usage - but we heat by Gas - So the last bill we were charged $300 a 50 increase - then the gas comes in at $250 - so we are paying over 500 a month for heating- this makes no sense!!! Then they had the nerve to tell us to keep the thermostat at 68 during the winter - are you kidding!!! We live in a house, not a studio apartment. What are we to do walk around in a coat - regardless we would be freezing and still paying over 200. I want to know why I am being charged for electricity usage for heating with GAS!!

  Business Response

  Date: 01/29/2024

  This member has contacted us several times in regard to their high usage. We have an order in the system to have our ************************** contact them in order to assist them in lowering their usage and potentially helping them figure out if anything is wrong with their system(s). 

• Initial Complaint

  Date:01/13/2024

  Type:Product 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.

  We have snapping shoals prepay service. We had an email from them saying we had an almost $30 ******* hours later I get another email saying we owe almost $60 to our account but our power is negative $70 so according to this, we used about $100 ish worth of power in ONE DAY??!!! I mean thats not even possible and this is totally ridiculous!

  Business Response

  Date: 01/15/2024

  While reviewing the account it does not appear that $100 was used in one day. It does however indicate a check payment was returned from the bank and this is why the account went into a negative status. Please contact us at ************ if you would like to discuss your account. 

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21142078
  
  I am rejecting this response because:
  There is no way that a payment went in return. We had money in our account! Any payment that we have made, there has been money in the account to cover it. And that is not what my power account says anyways.
  Sincerely,
  
  *********************

  Business Response

  Date: 01/15/2024

  It appears the bank returned the payment due to the checking account being closed. You will need to contact your bank in order to dispute the returned item. If it was an error on the banks behalf please have them send us a letter stating this. 

  The notifications you received are automatically sent when changes are made to your account (i.e. a payment is made, a payment is returned, a return item charge is applied etc.); you will not get individualized emails stating the cause is due to a returned item. 

  Please contact us at ************ if you would like to discuss your account or request proof to provide to your bank. 

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21142078
  
  I am rejecting this response because:
  THATS ABSURD!!!!! My bank account is OPEN!!! My account was never closed!!! This is insanity! I am clearly STILL using this account if I MADE A PAYMENT  with it!!!!!!!!
  Sincerely,
  
  *********************