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Business Profile

Electric Companies

Shenandoah Valley Electric Cooperative

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Shenandoah Valley Electric Cooperative's headquarters and its corporate-owned locations. To view all corporate locations, see

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Shenandoah Valley Electric Cooperative has 2 locations, listed below.

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 2 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:11/01/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Got bill yesterday that our bill for Oct was past due. We have bank records that payments made 10/8/24, 10/9/24, 10/10/24 account in full thru our on line banking. So in fact it is not late but paid in full. This needs corrected immediately to reflect payment sent and email sent to verify. As we work can’t make phone calls. See attached payments and account info.

    • Initial Complaint

      Date:10/17/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      EVERY MONTH I DO NOT RECEIVE MY ELECTRIC BILL, I HAVE BEEN TO THEIR OFFICE AND I TALKED WITH NUMEROUS PEOPLE NUMEROUS TIMES. I AM TERRIFIED THAT THEY WILL CUT OFF MY POWER....THEN CHARGE ME A RECONNECTION FEE!!!! THEY HAVE TOLD ME IT IS UP TO ME TO CONTACT THEM...TO GET MY BILL AMOUNT. (I AM CERTAIN THEY INCLUDE THE COST OF MAILING BILLS IN THE COST OF MY ELECTRIC BILL) THEY HAVE BLAMED THE POST OFFICE!! THEY SAID THEY HAVE CALLED EVERYONE ELSE ON MY STREET TO CONFIRM THAT THEY GET THEIR BILLS (HAVEN'T FOUND ANY NEIGHBOR TO CONFIRM THAT) THEY USE ANOTHER COMPANY TO DO THEIR BILLING SO THEY DON 'T SEEM TO KNOW WHAT IS GOING ON AND THEY DON'T CARE!!! I AM CERTAIN THAT THE BILLING COST IS INCLUDED IN MY MONTHLY BILL....I AM PAYING FOR THAT!!!! THIS HAS BEEN GOING ON FOR MONTHS!!!!! WITH ABSOLUTELY NO RESOLUTION. I NEVER THOUGHT IN MY LIFE THAT I WOULD HAVE TO BEG TO RECEIVE MY MONTHLY ELECTRIC BILL!!!!! I HAVE CONTACTED AN ATTORNEY REGARDING THIS MATTER. FOR NOW, WE WILL WAIT....BUT IF MY POWER IS DISCONNECTED FOR FAILURE TO PAY A BILL....THAT I NEVER RECEIVED,,,,HE HAS ALL THE INFORMATION...THE MANY TRIPS I HAVE HAD TO MAKE TO THE ELECTRIC OFFICE, THE NAMES AND DATES OF THE PEOPLE THAT I HAVE SPOKEN WITH AND DETAILS OF THOSE CONVERSATIONS. I DO NOT WANT TO MAKE TROUBLE...ALL I WANT IS TO RECEIVE MY MONTHLY ELECTRIC BILL IN A TIMELY MATTER SO THAT I CAN PAY IT!!!!

      IT IS MY RESPONSIBILITY TO PAY MY MONTHLY ELECTRIC BILL....IT IS SHENANDOAH VALLEY ELECTRIC'S RESPONSIBILITY TO LET ME KNOW HOW MUCH I OWE. I CAN'T DO MY PART IF THEY DON'T DO THEIR PART!!!!
      .MY MAIL DELIVERY PERSON IS AWARE OF THIS AND SHE TELLS ME WHEN SHE DELIVERS THE ELECTRIC BILLS TO MY NEIGHBORS....AND THAT I DID NOT GET ONE!!! THAT IS HOW I KNOW THAT I NEED TO GO TO THE SHENANDOAH VALLEY ELECTRIC OFFICE TO GET MY BILL AMOUNT AND PAY IT!!!!!

    • Initial Complaint

      Date:04/11/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 4/10/2024 at approximately 10pm I called Shenandoah Valley Electric Cooperative to pay to have electricity reconnected. The have an after hours phone line where I physically spoke to someone who confirmed the reconnection was $275 (which was a few dollars over the past due balance). I was then told they cannot take payments over the phone after hours and to pay online and call back on 04/11/24 to check on reconnection status. I did everything they asked to a “T”. When I called on 04/11/2024 I was told they wanted another $250 to reconnect and they wouldn’t do anything about it or refund my $275 to go towards a child’s needs. I would not have paid this if they didn’t tell me it would be reconnected. They lied directly to me and took my money while promising reconnection. I am working on getting the phone call screened for all to hear.

    • Initial Complaint

      Date:02/17/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 had a new mobile home placed on our property where our previous house was that already had electric service through SVEC. I called SVEC two weeks prior to needing our service temporarily disconnected and explained the entire situation to the SVEC member and asked what we needed to do. I explained that the new house was going to be 20 feet further away from the line that was already there and that there would be a need for more line to be connected to the new house. The meter was on a pole outside the old house, not connected to it. SVEC has already attached the meter box to the new house and been inspected and passed. Now SVEC says we will need all new construction to put a new line in and dig a new trench that will cost 1700.00 and will take about 2 months. We were told that this would be "just a relocation". This new construction was not explained to me or my husband during the several phone calls that we made to SVEC to ensure that we were doing everything properly so we could have everything done in a timely fashion. This has caused much hardship as we are displaced at the moment and they are telling us that it will take 2 more months along with 1700.00 which we should not have to deal with because we were very transparent about what needed to be done. They never Informed us about needing a total new service. They never told us that we'd would be charged 1700.00 for this new service, and this is absolutely causing undo stress and strain on me and my husband. SVEC does not have good communication with its members and because of that alone this is the problem we are now facing. I would like them to get this new service completed ASAP and at their cost, since this was never explained to us in the numerous phone calls made to SVEC over the last 2 months ensuring that we communicated what needed to be done.

    • Initial Complaint

      Date:02/27/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 have been an SVEC customer since 2005. I am separated but own my own home. My estranged husband does not live with me and am trying to remove any ties to him financially because he has not paid bills he promised to (including taxes and credit card bills which has hurt my credit score. The SVEC representative said since our accounts were always in both names that she would check and see if a deposit would be needed to remove him. She did not say she would run a credit report. She told me that a deposit would be needed and I said I didn’t want to do that and I thought it would simply be a matter of updating the account.. I did not learn until later that SVEC had run a hard credit check without informing me they would do so. As a result, my credit score was downgraded again. Don’t I have to give explicit permission for a crédit check? If I’d known I would’ve said no and dealt with this once I had gone through mediation. I know that credit inquiries hurt your score and NEVER would’ve agreed to it especially for what I thought was just an administrative request. I want them to remove the inquiry from my credit report because I wasn’t given the opportunity to accept or deny a credit check. I have paid every bill on time since I was responsible for the bill, and I want them to address the negative impact they have created for me financially. They are a monopoly and need to know they have an obligation to be transparent when they tell customers, especially existing customers, what checking the need for « a deposit » really means.

    • Initial Complaint

      Date:10/07/2022

      Type:Billing Issues
      Status:
      Resolved
      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 8/9/2022 1.04 was mailed on bill check 7960$1.00 four cents cash was mailed. Check cleared bank 8/12/2022. However even after writing last month 9/9/2022 supplying this information as well as bank proof it still shows up on 10/4/2022 bill as past due .04. However if they cashed check they got .04 and need to correct there billing error.

      Business Response

      Date: 11/02/2022

      We have credited the customers account the .04 cents. 

      Customer Answer

      Date: 11/09/2022

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

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

    Shenandoah Valley Electric Cooperative is NOT a BBB Accredited Business.

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