ComplaintsforSouth Central Power Company

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  South Central Power (SCP) has a 27 page document (including a letter of understanding) outlining their policy regarding connecting solar energy to their power grid. This document is intended to reflect their policy and be used in designing, installing and maintaining a solar power interconnection. 1. One of the items is that:"The size of the solar array will not exceed 120% (one hundred and twenty) of the Members 3 (three) year average annual consumption (June-May)."2. Another item states that:The maximum nameplate of the inverter(s) will not exceed 25 (twenty-five) kW-AC for a residential account or 100 (one hundred) kW-AC for a non-residential account."This clearly states "SOLAR ARRAY" can not exceed 120%. However, after paying a 3rd party to design a system which meet SCP's stated requirements, SCP rejected my application saying they want the "NAMEPLATE INVERTER" to not exceed 120%. These are two very different things where their documentation does not match their process. This has resulted in wasted time and money.Disappointingly, *** refuses to acknowledge the discrepancy nor fix it.On a different note & from a practical matter, SCP wants to limit the convert to less than 120%. Tesla has an inverter product which throttles back the inverter to less than 120% (likely to address this very issue). Adjusting the throttle requires a certified technician which a resident can not do. This would seem to address the issue entirely. However, SCP has rejected this solution as well.Seems like ***** would be interested to know that SCP is rejecting their product's solution to this issue and limiting the market share opportunity for the Tesla product.I have already contracted a third party (for $33,838) to do the work and it is uncertain how much this will cost me.

  Business response

  08/26/2024

  On 8/26/24, our *************** Manager and Energy Advisor contacted this member and resolved their issue.  The member's request was approved after additional details of the request were provided.  

  Customer response

  09/03/2024

  Better Business Bureau:
  
  South Central Power created a process that handles programmable capacity inverters.  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***********************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  for the past year or so my bill keeps getting dated for the around the 20th of each month my husbands ssdi is our only income and it doesn't load until the 1st of each month . thus they keep charging extra "late fees " We have called them in the past and they assured us it would get changed to the 1st of each month that was 6 months ago nothing has happened we don't get paid until the 1st of each month so there fore they charge a late fee because its a scam

  Business response

  04/17/2024

  We contacted our member today to discuss their billing concern(s).  We discussed how our billing process works and possible options to prevent their concerns in the future.

  Customer response

  04/26/2024

  they know my husband only gets paid on the first of each month ssi  and its a scam to charge extra 

  just think of all the rest out there that are being scammmed the same way on ssi or social security and such 

  this needs stopped they openly admitted on the phone they just started doing this a few years ago 
  

  Business response

  05/03/2024

  We have contacted our member today and helped them set the account up on budget billing and appropriate payment method for their needs. The timing will accommodate their billing needs each month. They understand they can cancel at any time but if they are removed from auto pay, they would be subject to the late fee if paid after the due date.  We provided the member direct contact information if they would ever need anything in the future.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Absolutely terrible electrical service and bad customer service. Our power goes out astronomically in Hocking Hills. You'd think for all the inconvenience they cause with multiple unlogical outages that they would reimburse your bill or attempt to help you any at all. The past two business days there has been a Hellicopter sent by South Central to trim trees. Their Hellicopter has been less than 10 feet from a private home and they were dropping tree LIMBS extremely close. All it takes is one time and they could easily kill someone being so close to a home. I understand it for forestry areas around that are not occupied by residents but in your back yard less than 10 feet from your home?? As customers we also get no choice in whether or not to allow this barbaric practice on our property do close to our homes. I have called company directly to make it formally known that we DO NOT consent to their hellicopter being in the private immediate air space above our home to do so. Instead of asking you to trim it yourself and giving you a reasonable time to do so they just send a Hellicopter with NO prior authorization and put you in direct danger along with others. Both times they have been here cutting trees on OUR property they have dropped a tree limb on the power line causing yet another power outage. This took them 5 hours to restore when it was there fault to begin with and not weather related. If they can't avoid a power line how are they capable of avoiding you or others that may be outside around a tree while they decide to just trim it ruthlessly knowingly putting you in danger. Not only is it dangerous cause a tree like can fall but a live power line could also hit the ground due to this and send enough electricity through the ground to seriously kill you or seriously injure you. Customers should at least get the right to say no to this. In addition our power bill always changes for illogical reasons that they can't explain yet we have to pay it or else.

  Customer response

  03/05/2024

  Hello. 

  I would like to reach out and let the BBB know that the concerns I submitted in report/claim  number ******** were addressed today by ****** ******** South Centrals utility forestry manager. All conflict/miscommunications have been amended and taken care of amongst myself, as well as the surrounding neighbors. ****** also said that power outages should decrease significantly this coming season since the right of way has been locally cleared. He also said he would have someone reach out and go over our power bill with us and check things out at the meter if needed. 

  I let  him (****** ********) at South Central know they could just take the claim to the shred box because he did come out and take care of everything and did a wonderful job today. Was very polite and professional as well as knowledgeable. 

     It states on the BBB website I can't retract the claim myself but if there is anything else I need to do to make it be taken care of/disregarded by the BBB on my end since everything was addressed please let me know and I am happy to do it. 

  Sincerely 

  ********* 

  
  

  Business response

  03/05/2024

  A SCP employee met with our member to discuss their concern.  The member replied that they wish to retract this submission based on the positive experience.  The member will be called tomorrow to discuss their billing concerns.  

• Initial Complaint

  02/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  South Central Charged me $75 dollars more for the month of February this year over last year. The Big difference? A whopping half a Kilowatt, last year was 10.23 and this years Feb was 10.75

  Business response

  02/10/2023

  Spoke to member on 2/9/23.  Reviewed difference in charges and calculations on the bill.  Also provided resources and encouraged member to fill out the packet we emailed him on 1/21/23 so further energy consumption analysis can be completed.  Member was accepting of this information and of the next steps to address his concerns.  

• Initial Complaint

  11/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ever since turning on my power with this company merely 4 months ago its been a complete headache. I asked to have my bills auto paid the same call that I set up service. after 60 days my power was turned off. I did not receive a disconnect notice in the mail, or an email and they said they called ONE TIME and left a voicemail. I have no voicemail form them. even tho I paid this immediately when they shut it off and there is not even a technician needed because we have a digital meter they charged us $100 fee to reconnect. I paid the fee and added my account back to auto pay and went about my life. this morning my power is out again. disconnected for non payment. I again never received any communication form them about my account being passed due. it should be illegal to turn off someone's power without so much as a mailed notice. again they said they called ONE TIME but I do not have a voicemail from them. NOR have I received anything from my bank stating that they declined the payment. I want my $200 credited back to my account and actual communication when there is an issue on my account. I will be taking this to The Public Utilities Commission of Ohio as well.

  Business response

  11/30/2022

  We contacted member and reviewed the history on the account along with ways to set up notifications that will help manage the account going forward.  

  Customer response

  11/30/2022

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  10/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Moved from previous address over 3 years ago. All utilities had to be paid with zero balance in order to collect security deposit back. Received full security deposit and updated postal address with new place of residence. In September 2022, over 3 years later received a negative credit report. South Central Power Company submitted my account to collections without any knowledge of a debt. This rating is damaging my credit as it appears more than 120 days past due. Reached out to old complex and they confirmed utilities were at zero for address.

  Business response

  10/10/2022

  For any questions or disputes, please contact OUE directly and follow the dispute process provided in the letter that was sent by OUE.  

  Customer response

  10/19/2022

  Ms. ***** contacted BBB and said she has no idea who OUE is and needs more information. She had her mail forwarded when she moved 3 years ago and nothing was ever sent to her home about an outstanding bill.

  Business response

  10/31/2022

  We recommend that that customer should contact the following: Online Utility Exchange at ###-###-#### or ###-###-#### to inquire further about this situation.  

• Initial Complaint

  09/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Been a customer since 2017 and have never missed or been late on a bill. Turned power off with no notification. Paid within minutes of power going out due calling in on my own and asking them what happened. Then told was charged over $375 due to not receiving payment. Again, never missed a payment prior and paid immediately once I knew. Called in and **** said basically sorry about my luck and my responsibility. They know there is nowhere else you can go or switch to so just create excessive fees. They have no proof of calling me or trying to reach out accept they “always mail it out”. Shouldn’t be allowed to charge in excess just because customers have no other options to go anywhere else.

  Business response

  09/22/2022

  Spoke to member and agreed on a resolution regarding the charges that stemmed from the interruption.  

  Customer response

  09/22/2022

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  08/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I received a electric bill out of no where from two years ago. The time they are billing me for I didn’t even live in the apartment complex and the electric was not in my name because I called them and gave south central electric the move out date. The apartment management company is responsible for the time they are trying to charge me. I called south western electric numerous times and I got nothing but rude and unprofessional Responses. I also called the management company and had yet to hear from them. Today I received a letter from a debt collector for a bill that is not mines.

  Business response

  08/26/2022

  We contacted the former member.  We agreed to waive charges for service she did not use when she moved out of her home back in 2020 and offered to send an updated bill to her for review and payment.  Former member accepted this and is waiting for bill to be sent to her email. 

  Customer response

  09/13/2022

  Via BBB Ticket:

  Hello this dispute is unresolved the bill was corrected they had me to believe they contacted the collection company to stop collections, due to it being the company (South Central) mistakes and their Poor Customer Service. The company Rep (South Central) Lied and said that he contacted the collection company, which it should’ve never went to. I paid the bill and believed it was all settled. He never contacted collections and it is now showing on my credit report due to the lies the Rep said. It was an easy phone call and it was never done

  Business response

  09/20/2022

  Former member has provided payment of past due balance and been instructed to work with collection agency for any additional inquirieis.

  Customer response

  09/20/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17744490
  
  I am rejecting this response because: There is no way for me to work with the Collection company they are hired by this company and they refused to connect the company they hired for collect this incorrect debt that they took 2 years to send a Bill out. I have emails for this company lying stating they would contact the Collection company and clear this up immediately and then did not. I kept my part of the oral agreement of paying the corrected past due amount I never received until 2 years later and additional reaching out to the BBB to get the bill corrected. I want this removed from my credit and it will never be resolved until this fraudulent company is removed from my credit 
  
  Regards,
  
  ******** *******

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The electric keeps going out and they don't seem to care or fix the problem. Electric was out 11 times in 2021 and 13 times this year so far....... tell south central power to Fix the problem......

  Business response

  08/05/2022

  We have attempted to call the Member twice today and left 2 voicemails.  We will attempt to call again on Monday to review the concerns and engage our teams to assist.  

• Initial Complaint

  01/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was attempting to have the electric at my house transfered into my name out of my deceased father's name, before they would allow this I had to sign a paper promise to pay letter . The worker sent it to the wrong email address I repeated the email twice, my power was disconnected 24 hours later, the same day I finally received the correct papers to sign , and it was turned back on about an hour later. I asked for a detailed bill after being charged 953.00 which I have not received as of now. I was charged a new customer fee of 277.00 plus a disconnect fee of 100.00 I have paid this bill for the past two years, south central was aware my dad passed away . The customer service people hang up on me and when I went today in person , the women was very rude yelled at me and refused to let me speak to a supervisor. In total for 2 months I've paid South central power over 1400.00.

  Business response

  01/25/2022

  South Central Power Company did pursue payment of the charges due on the members father’s account, since the member lived there, and benefitted from the service.  South Central power requested that she sign a Letter of Responsibility, accepting responsibility for the current balance and the forthcoming final bill amount due on her father’s account. During this conversation, the member service representative stated that we would also need a deposit and any uncollected balance prior to transferring the service into her name. South Central Power did receive the Letter of Responsibility after the account had been disconnected for nonpayment.  Records on the members account show that a member service representative emailed a breakdown of the bill dated 12/2/2021 in the amount in question in the complaint.

  Customer response

  01/26/2022

  South central does have a policy that any deceased members capital credits can not be giving to the estate with out all remaining bills being paid first. The bill was paid prior to anyone of the customer service members saying anything about the capital credits. Ohio law also says any collection of a deceased person must file to collect the dept through probate. Which south central did not even attempt to do. The issue is not the final bill of my father's it is the fact that my power was only disconnected because the women I spoke to about signing the letter did not listen to me and sent the paper to *********@outlook.com not to my correct email *********6@outlook.com, the reply states a deposit would be required , I paid that plus a reconnect on the account. A new account was connected not my dad's. However account would not have been disconnected at all had the women working at south central power listened one of the three times I repeated the email. Nor does the amounts I was charged equal the amount in any emails I recieved about my father's account .when I attempted to resolve this matter at the business it's self the customer service person refused to allow me to speak to a supervisor not did she state it was merely a deposit she said it was required for me to pay a disconnect amount due to it being disconnected that it was indeed not a new customer deposit. If the electric would have just been shut off due to his death, it would have been turned on in my name with out me agreeing to pay the bill south central would have needed to collect the money form his estate. I believe south central power should have informed me that they would have to file a claim with probate if I didn't pay it. Instead they demanded it be paid. South central was also aware I was working with heap to get this paid. They had spoke with heap before it was disconnected and after yet still disconnected but made me pay a reconnect and 277 more due to it being disconnected. I've never had service with South Central Power til this.

  Business response

  01/28/2022

  Spoke to our member today.  We addressed her concern about her experience when she came in to our location.  We reviewed the charges in question and agreed to a resolution based on our conversation.  We spoke about process regarding capital credits and any actions needed to be taken.  Provided member current account balance.  Member was satisfied with resolution reached.  

  Customer response

  01/31/2022

  I accept the business's response to resolve this complaint. 
  

*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. ↩