ComplaintsforGVEC

• Initial Complaint

  09/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  August 28, 2024, GVEC serviced my A/C. The reception who made the appointment said there would be a $120 trip charge to diagnose the issue. The technician who came out stated my freon was low. She gave me the option to have her load freon during this visit and wait to see if I still had issues with cooling and if I continued to have issues with cooling, it would indicate there may be a leak in the system. She quoted me $636 to have someone come back out to track down the leak and additional monies for more freon. Based on that information, I decided/and told her I did not want freon at that time. I wanted a leak check before adding freon, which required another appointment. She then told me the cost for that day would be $236: $120 trip fee and $116 in labor. After she left, I questioned what I was charged. I called GVEC August 30, 2024 and spoke with ******* about the $116 charge for labor. She told me the technician loaded a half tank of freon but that I was not charged for it. She unsure about the $116 charge but would have the technicians supervisor call me back. I never received a call back. I called GVEC again September 16, 2024 and spoke with ****. She told me a different story from the first ************* She said that the $116 was for one pound of freon added to my system. I told her the other *** said only half pound was added. She then confirmed only half pound of freon was loaded; however, she stated that although only a half pound of freon was loaded, I had to be charged for one pound because they charge per can/per pound. Why would I be charged for freon that I was not getting? I told her that I specifically told the technician that I did not want freon at that time, so why would she add it against my wishes and why would I be charged for it? **** stated she would speak with the technician and have the technicians supervisor call me. As of today, September 23, 2024, I still have not received a call back from the supervisor or anyone else at GVEC.

  

  Business response

  09/27/2024

  Hello,

  After reviewing our records, it appears there was some miscommunication on our side in your billing. A customer service representative will be contacting you soon to confirm issuing you the credit of $116 for the labor you were billed for in error. We apologize for any inconvenience and appreciate your business. Please feel free to contact us at ************ with any further questions.

  Cordially,
  GVEC

  Customer response

  10/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. GVEC went above and beyond to make things right and I am grateful.
  
  Regards,
  
  ****** ******

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Gvec is our internet service provider. Initially, their service was excellent. However, after the first year, they began informing us that our payments were not received. Each month for six months, we had to visit their office, wait for an hour, and have them identify their error. Eventually, they claimed we were $144 behind on our payments. Despite the difficulties and unprofessional behavior from their staff over the phone, including raised voices and a lack of apologies, they have threatened to disconnect our power if the internet balance is not paid. I am uncertain about how to address this situation

  

  Business response

  07/26/2024

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

  Thank you for reaching out about your internet bill concerns. Our records indicate one of our Internet customer service representatives spoke to you on 7/11/24, clarified, and resolved the issues with your account payments with mutual satisfaction. To date, we have not received notice of any further issues. Please feel free to contact us at ************ should you need us. We apologize for any inconvenience you may have experienced and appreciate your continued business.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased an whole house unit from GVEC ,a Champion Brand ,financed through them for the unit. Since we purchased it ,it has been repaired 6 times currently is down again. Have reached out to ******* control who manufactured the unit to replace total unit. I was referred to **** Supplier, who couldn't help either. Hopefully you can help,to either replace this unit or full refund so we can replace unit ourselves.

  Customer response

  06/25/2024

  Better Business Bureau:
  
  

  Thank you for your assistance in this matter ,GVEC did come out Saturday and replaced the ** parts not the whole thing and we have our unit up and running  ,here's  hoping  it does not go out again anytime soon.  I am very disappointed that it took having to go this far to have this  fixed. Thank you for being here to help.

  
  Regards,
  
  ***********************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  If a service company posts an email address for customer contact, wouldnt you expect that company to respond to emails sent to that address? Guadalupe Valley Electric Cooperative (GVEC) did not respond to my email. I sent the attached email twice to GVEC. I never received a response. Since I have contacted GVEC several times without response, I am now contacting the BBB for assistance.FOR THE BBB: >>> 1) I feel I have already spent an inordinate amount of time and effort to obtain answers to my specific questions. As a customer, I expect better SERVICE from this business. >>> 2) Any email response directing me to telephone the business for a resolution will be IGNORED. As a customer, I expect to receive a WRITTEN resolution. I will NOT telephone this business in order to obtain resolution to my complaint. >>> 3) If the business can NOT send their response by email, the business may use the **** to mail a WRITTEN response to my residence address. >>> 4) Do NOT attempt to contact me at the telephone number listed with the BBB. A telephone call is NOT a written response. As a customer, email is my preferred method of contact. I prefer to be contacted by email at ***************** Do NOT contact me by telephone. >>> 5) I do NOT resolve complaints by telephone or text. As a customer, I expect this complaint to be resolved by email. This complaint MUST be resolved by email.

  

  Business response

  06/27/2024

  Hello, ********************. Thank you for contacting us. We apologize for the delay in responding to you by email. This concern is being addressed, and someone will be reaching out to you via email shortly. 

  Customer response

  06/28/2024

  Complaint: 21787939

  Thanks to the BBB for sending TWO notifications to GVEC regarding this complaint.
  
  I am rejecting this response because:

  I received email, dated 27 June 2024, from *******************************, GVEC Operations Manager.
  
  ******************** did NOT answer my question "Why did GVEC not respond to my email?" as stated in the first settlement request in the original BBB complaint.
  
  Additional Question: Since GVEC does NOT respond to email sent to ******************************************************* their posted contact email, what email address should customers use?

  Regards,
  
  ***************************

  

  Business response

  07/26/2024

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

  GVEC was disappointed to learn of your rejection of the 6/27/24 direct response from *******************************, GVEC Home Operations Manager, stating your questions were not answered and challenging our customer contact email address. Mr. ********* response did cite operational confusion caused the delay in reply to your initial email inquiry and offered an apology for any difficulties you experienced. In addition, details were provided to answer your pricing questions, and a pricing sheet was attached for reference.GVEC has many happy customers we successfully communicate with every day at our main ****************************************************** email address. We acknowledge that was not your experience in this case, and again, apologize for any inconvenience.

  As also mentioned in his response, you are welcome to contact ******************** directly at any time with further questions at ************. If you prefer written communication as you stated, he can be reached at ************************************* We appreciate the opportunity to serve your HVAC needs. 

  Customer response

  07/30/2024

  Better Business Bureau:
  Response from business was UNSIGNED -- cause for non-acceptance -- however, I will accept.
  Regards,
  ***************************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called GVEC on numerous occasions concerning my neighbors at ****************************. It seems that the neighbors have some kind of access to my electrical power (smart meter). In 2023 I reported to GVEC that my neighbor, somehow, knows where I am in my home and when I turn my lights on or off. My property is ***** acres and the property is protected by numerous security cameras because a barbecue pit, 2 riding mowers and a very large 35 foot boat was stolen from this property. As I go to bed and turn off the lights, then look at my cameras, I noticed that the neighbors lights went off. If I got up in the middle of the night I noticed the neighbors lights come on. Months of trying to ignore what clearly is not a coincidence, I paid more attention and was stunned. Mind you, I never go to bed or wake at the same time. Why do they have access to my smart meter. I have also had my appliances, security cameras and dvrs, including my entire homes power shut down without any weather related issues outside. In 2023 I called GVEC to complain about this problem but it has continued in various forms of harassment. During that conversation I asked GVEC whether they had a company lock placed on my entrance gate, she replied, No. However, on my entrance gate was a GVEC lock that gave them access to my property when I left for *******, Tx. I would be in ******* for months, but would notice my bill increasing. The breaker box would be off at the utility pole but my bill was still going up. I still have the lock as proof. The lock was attached to the propertys entrance chain. You would think that GVEC would know whether they had a key lock on my gate. The lock isnt very old. What is going on with GVEC in ********, Tx?

  

  Business response

  06/27/2024

  Hello, **************. Thank you for reaching out. As we discussed with you before, if you have reason to believe your neighbors are coming onto your property and trespassing in any way, you will need to contact local law enforcement. Thank you. 

  Customer response

  06/27/2024

  Complaint: 21777872
  
  I am rejecting this response because: Their response doesnt address the issues of involvement with my smart meter. On June 6, 2024 @ approximately 4pm my power was shut off at the utility pole. GVEC had to initiate this shutdown because a problem within my home would trip a breaker inside my home, not at the outside pole. Since that day, (6/6/24), my brand new refrigerator has been been cooling better. GVEC was allowing someone access to my smart meter. The response from GVEC didnt mention my smart meter, power consumption while in ******* for months with all breakers off, nor the mysterious turning off of appliances. 
  
  Regards,
  
  *********************

  

  Business response

  07/29/2024

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

  We have noted your concerns on your account each time you have contacted us. At this time, GVEC has no indication that your electric meter has been compromised and we are the only ones with access to it. In regards to electric usage during times you are away from home, there are many variables that can cause this and each home is different. Typically, it is due to the **** system running and appliances that are always plugged in and on standby for use. If you would like to review your usage, you can log into our Smarthub self-service portal or call us at ************ and we will be happy to review that with you.

  As we have previously suggested, if you feel there is illegal use of your meter or your property going on at any time, we recommend you contact local law enforcement to investigate further.

  Thank You

  Customer response

  07/29/2024

  Complaint: 21777872
  
  I am rejecting this response because: This response fails to mention why a GVEC stamped padlock was attached to my property entrance chain. GVEC has previously stated that they had no lock on my gate. However, the lock is in my possession. 
  
  Regards,
  
  *********************

  

  Business response

  08/07/2024

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

  Regarding your comments on the GVEC lock, linemen occasionally place gate locks when property access is necessary to repair an outage and the homeowner is not available. This may have been the case at some point in the past at your location. We do not remove locks after they have been placed for efficiency purposes as the design does not hinder homeowner access. However,the general presence of a GVEC lock has no relevancy to your original complaint.

  Once again, we reiterate, if you feel there is illegal use of your meter or your property going on at any time, we recommend contacting local law enforcement for further investigation.

  Customer response

  08/07/2024

  Complaint: 21777872
  
  I am rejecting this response because:
  
  Regards,
  
  *********************

• Initial Complaint

  12/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved. Told them. They charged me for the month after I moved. It came to 186. ( I don't know why they even think it's OK to charge people that) I never signed anything to pay for the month after I move. Well now it hit collections on charges that shouldn't have been there in the First place.

  

  Business response

  12/22/2022

  According to our records, a request was made to disconnect service on June 20. Service was disconnected and final billed as of this date. A final bill for usage from May 30 to June 20 was sent out on June 22. This final bill was never paid. After sending bills with only the final billed past due amount in July, August and September, the unpaid final balance was sent to collections. If you'd like to discuss your account and final bill in more detail, please give us a call at ************, and a customer service representative will be able to assist you. 

  Customer response

  12/22/2022

  Complaint: 18627534
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 22, 2022 Hello I am trying to reach out to report gvec for inconsistencies in their policy. My power is currently disconnected in the heat of the day. They won't turn my power back on and despite what I had heard in previous talks with them about there being no disconnect fee they decided today to hit me with a 100 dollar reconnection fee with refusal to turn my power back on. I have dogs and my home is getting HOT. I am looking for compensation for predatory sales tactics, consumer targeting, and outright bullying. I would also like to note that 3 separate meters pop up on my online account.

  

  Business response

  08/08/2022

  We looked into this and see you are on a prepaid account. You were disconnected for not paying your ****. As stated on our PrePaid Billing webpage, just as for traditionally billed accounts, a $100 disconnect/reconnect fee is applicable for service reconnection after a non-pay disconnect. However, in this circumstance we see that we waived this fee for you, so you were not charged $100. If you have questions about your meters and ****, please give us a call at ************ and a customer service representative can go over this with you.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new A/C system from GVEC approx 3 years ago. Since then it as been repaired approx 6 times.I am 74 years old and for the last 3 days have had NO A/C again. During the last cold spell my house was at ***** degrees for a week. I was without a working unit for 2 weeks before that again dealing with no A/C in the heat. The A/C have been very kind and as helpful as possible - parts are hard to get apparently.they have replaced almost the entire unit and it still breaks. I have to endue the heat and cold for days and weeks - they don;t !!!!! i am old and dealing with this broken system is causing mental and physical issues I sure not have to endure. There are lemon laws for many things because sometimes stuff is just not repairable. GVEC has spent more on trying to fix the unfixable in man out costs than can be justified. I have endued more mental/physical issues than I should have. FYI = I do not have a telephone. I can not give what I do not have.Why can't I get the unit replaced instead of having in a constant start of "broke again" every 4-9 months.Any help will be greatly appreciated. Again, the GVEC employees have been wonderful kind and polite - that does not fix a defective unit.FYI - I do not have a phone. I can not give something I do not have.

  

  Business response

  08/09/2022

  We're sorry to hear you have experienced these issues with your HVAC system. We looked into this and find we were able to fix or replace parts covered by warranty, so you have not had to pay for any of these repairs. Based on our last visit for a common maintenance concern, it appears that your HVAC system was in good condition. It is difficult for us to get in contact with you to help with your concerns, since you do not have a way for us to reach you. But rest assured if you need us, you can come into one of our 5 offices, and we'll be happy to assist you in any way you need. We will continue to honor the terms of the warranty covering your system.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On the morning of 30 Jan 2022 my home internet service quit working. After attempting some simple trouble shooting I contacted my internet service provider GVEC Fiber @ **************. After the provider attempted to troubleshoot on their end they informed me they would have to send a technician out to my residence; however due to the holiday it would not be until the following Monday 03 Feb 2022 (5 days later). GVEC did come out on 03 Feb and put in a new temporary fiber line as the previous line had quit working, and then returned on 06 Feb 2022 to put in the final fiber line and bury it. On 12 Jan 2022 I received my internet **** for the month and contacted GVEC as I was billed for the entire month to include the timeframe that no service was provided. After speaking with the representative, she informed me that her Manager "*******" at the ******** office would not allow for the **** to be reimbursed during that period.

  

  Business response

  01/19/2022

  Hi ******. Our maintenance call turnaround time is 2-3 business days. We reviewed your maintenance ticket and found that you initially contacted us on Thursday 12/30/21 and were made aware of our maintenance turnaround time frame. We were able to schedule one of our technicians to come out and get your service up and running on the next business day, Monday 01/03/22. Since we were able to make repairs to get your service working within our quoted maintenance repair window, your account was not credited.
  
  
  

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