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: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,
  
  *********************

• Initial Complaint

  Date:11/20/2023

  Type:Customer Service 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 a senior on a fixed income. Snapping Shoals, unlike other companies, does not have a fixed due date so my due date has bounced around from the 28, 21st, 19th of the month now to the 16th of this month. Their billing cycle explanation makes no sense. Therefore, I am having to pay a late fee threatened with disconnection of service every month. How can anyone figure out a budget for this when the due date always changes.?Can I get a set due date? If not, Is there any other electric option other than this company? I have spoken to their supervisors who are rude and condescending.

  Business Response

  Date: 11/22/2023

  Snapping Shoals EMC does not have the option to choose a set due date. Our billing statements follow a monthly cycle. We read our members'meters based on service location and the day of the month. Our billing statement is generated shortly after the meter is read, and the due date is typically 28 days after the billing statement is generated.  We consider the weekends and holidays when reading meters and generating the billing statement, which can cause variations in the due date. We apologize for the limitation in changing the due date. There are no penalties for the member paying before the due date. 
  
  We will also undoubtedly assess the complaint about rudeness and condescending conduct.

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20893907
  
  I am rejecting this response because: It doesnt make sense. Initially our due date was the 28th and now it is the 16th. If you do the math a 30 day billing cycle would have different due dates. But I realize it doesnt matter because heard this excuse before. Meaning next month our due date will be earlier as usual. This month the 16th - next month probably the 10th. But my bills are higher regardless
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/27/2023

  Please contact our office for detailed explanation of your usage and the billing process. 

• Initial Complaint

  Date:10/26/2023

  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.

  Account#******* Name on account : *********************************** Service address: ******************************************************* Hope this finds you well.This is my second complaint for financial elder abuseto my parents fom this company. The monthly extremely high bills are unexpainable and continues to be a hardship for my parents. We have made multpile phone calls and written letter to owner of company without resolution. We believe the bills continues to be estimated and no physical person is reading the meters each month. If scanning system is used it is inaccurate. We are requesting help and refund of overcharged/payments. We have been encountering this hardship since 2019 without a resolution.I have attach a few history of billing cycle each month and can provide more. Also copy of letter to owner attached Thank you *********************,DTR,HCP,Executor

  Business Response

  Date: 10/27/2023

  The meter is read daily from the office. The monthly statements are not estimated, we only bill for electricity that passes through the meter. While we cant say what the specific items the electricity usage comes from, we do know that A/C would play a big role in summer bills.Looking over this usage in comparison from last year half of them are lower than the previous years usage, with the current bill being $22 less than last year at the same time. Also, it appears that the account is not always paid for each month, when you pay more than one monthly bill at once it can appear to be a larger amount, and this may be where the confusion is coming from. Please let us know if you have any additional questions. Thank you! 

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20786839
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 20786839
  
  I am rejecting this response because:  Business since 2002 Feel the business owe us over $7000.00 I have attached a few discription of the high unexplainable bill I have contated the owner on this numeruos occasion without a resolaution. See bill payment as high amount of $459.27 due and paid on 7/20/2024 and over $600.00 previously
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/22/2024

  As previously explained the meter is read daily from the office. The monthly statements are not estimated, we only bill for electricity that passes through the meter. While we cant say what the specific items the electricity usage comes from, we do know that A/C would play a big role in summer bills, especially with a house this large. We recommend setting the thermostat to 78 degrees or higher for the A/C in order to be as energy efficient as possible. Looking at the payment history we did receive a payment for $459.27 recently, however, that was payment for 2 monthly bills. Please contact our office if you have any additional questions. Thank you! 

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 20786839
  
  I am rejecting this response again  because: The business continue to justify by saying these are past due bill. Bills are not paid on time. We are not billed on time. The summary provided details the varied monthly and unexpalined high bill .A customer since ******* you will aslo find per my previous attachment a bill was not received b by SSEMC on 6/18/202 in the amount of $145.67. It is just posted online.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved from this address, but I forgot to call and close account immediately when I moved, but I never got a break down of the Snapping Shoals bill, which I need, so I can make sure that they arent charging me somebody elses ultility bill, but from my credit report I found out snapping shoals put my bill in collections without sending me breakdown of bill which isnt right!

  Business Response

  Date: 09/27/2023

  We mailed the final bill out on 5/8/2023. We also mailed several letters before sending the final balance to collections. I have attached a copy of the final bill for your reference. 

• Initial Complaint

  Date:05/23/2023

  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.

  They told me they sent an email saying my electric service would be turned off today! No email was ever sent. Im really frustrated cause they do this every month knowing I always pay

  Business Response

  Date: 05/24/2023

  All accounts are notified at least three times of their balance in advance of a disconnection. If the member contacts us, prior to interruption,we are able to work out arrangements with them in most cases. If a member doesnt receive and/or open the emails ********** does not alert us. All members are aware they receive a bill each month and if they are unsure of the due date they contact us. Our members are our priority and we do everything we can to avoid interruption of service unnecessarily. 

• Initial Complaint

  Date:01/11/2023

  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 strongly believe that Snapping Shoals EMC is seriously price gouging (overcharging customers such as myself). I live alone and I'm hardly at home Mondays through Fridays, but yet my bill keeps increasing excessively. I called **************** on 1/4/2023 and 1/10/2023 to discuss my bills and issues and I'm still NOT satisfied at all. Also, I put in a request today to have my meter checked to see if it is operating properly and the meter may be over 21 years old since I've lived in my home since 2001.Also, I've had a programmable/wifi thermostat for a couple oy years now that I change to 68 degrees (which is recommended for the Winter Months and 78 degrees for the ****** Months) on EVERY morning before I leave home to go to work. I usually change the thermostat to about 75 degrees prior to me arriving home. Most Saturdays and Sundays, I'm home, but I'm still NOT saving on my energy costs at all!!!I have lived in my home for over 21 years and I have NEVER EVER been satisfied with their billing practices at all!!! I desperately wish that I could change over to ************* immediately!!!Snapping Shoals is a Million/Billion dollar company and they are NOT losing any money at all and I'm a single 55 year old female on a fixed income. I just want to be HONESTLY billed for MY USAGE ONLY!!!Please investigate this company and it's billing practices, etc.

  Business Response

  Date: 01/12/2023

  It appears that we spoke with this member at the beginning of January, and she advised us that she keeps her thermostat at ***** degrees. She was advised at that time that we recommend 68 degrees or lower during this conversation. Since we bill a month behind she has not been able to see the cost effectiveness of lowering her thermostat. Although, if she continues to increase it to 75 degrees there will not be a significant savings. With the cold temperatures we experienced recently higher usage is expected, especially when the thermostat is set above recommended temperatures. Snapping Shoals EMC only bills for the electric usage that runs through the meter. 

• Initial Complaint

  Date:11/15/2022

  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.

  A remittance payment coupon was sent in to the company as for of payment and company denied the payment. They threatened to cut off my electricity if I did not send in a personal check, pay by card or cash. They stated that a money order was not an acceptable form of payment but money orders and remittances coupons are acceptable forms of payment to all companies that obtain your social at time of opening the account. The company also kept my remittance coupon without crediting my account. A payment was made to avoid disconnection but I am requesting a refund for all payments made to snapping shoals from the time of my original account opening starting from 2021.

  Business Response

  Date: 11/16/2022

  The documents we received,as previously explained to the member, were not an acceptable form of payment. We do accept official money orders; however, we do not accept a payment stub with "Tender for Payment" handwritten on it as payment. This member was notified of our payment options and submitted an acceptable form of payment. 

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the only electric company for Rockdale County. They are extremely inflating electric rates. It should be criminal to cut off electricity in the winter for disabled people.

  Business Response

  Date: 10/28/2022

  Although we are not the only electric provider in Rockdale County, we are the only electric provider for this address as electricity is not deregulated in the **************** for residential locations. With the dramatic increase in the cost of wholesale gas putting pressure on the energy industry this has caused the cost of electricity to increase with all providers. It is our goal to maintain the lowest prices possible in order to help our members, with this in mind we are one of the lowest electric providers in the state. Unfortunately, with the high temperatures we experienced throughout this summer the usage in most homes greatly increased. We offer energy saving tips and payment arrangements to all of our members.