ComplaintsforLenoir City Utilities Board
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Complaint Details
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Initial Complaint
09/30/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We moved into our home in 2016. Unbeknownst to us LCUB set up our account as a commercial business. I only discovered yesterday that we have been overcharged for the past 6 years at a commercial rate. We've also been charged tax at a rate of 7.0% for the past 6 years. No where on our statement does it reference anything about a commercial account.Initial Complaint
04/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made a payment with LCUB at 8:24 before LCUB open hours. Around 9:15 or so LCUB shut off my electricity. I called collections (who handles shut offs and late payments) and he asked me for my confirmation number and stated that my power would be back on "sometime today". I asked if he knew what time and he stated no just "sometime". I need to add I did receive a shut off notice on Wednesday 3/29 to pay by 3/30. I called collection the next morning and asked for an extension for Friday morning which I was granted. However was not able to make payment by that time Friday. I called again Monday morning 3/4 and notified him that I would be making payment before Tuesday 9:00 am (when they open).Business response
05/13/2022
Business Response /* (1000, 10, 2022/04/29) */ LCUB's executive management assisgned this case to its in-house counsel to conduct an initial view and determine whether LCUB failed to follow its rules, regulations or procedures governing its delivery of services to the Consumer or otherwise mishandled the situation prompting the Consumer's complaint. LCUB's counsel completed his initial review on April 29, 2022 and issued a letter to the Consumer detailing his review and initial findings. As typical in such situations, the attorney also asked the Consumer to review his letter and findings and communicate any concerns or differences back to him or directly to the BBB through this portal. LCUB will continue to work with this Consumer to make sure that the situation that resulted in this case is fully understood by LCUB management and satisfactorily resolved to the customer's satisfaction if possible. LCUB appreciates hearing from its customers about their concerns or complaints with the utility's delivery of services and in each such situation desires to resolve in good faith its delivery of service issues, and where possible, improve the utility's service to its customers.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.