Eddie from North Las Vegas. Unusual situation. Won a rate class dispute and recovered $27,000 for a client. During the dispute the utility account rep called my client directly and implied that future service requests might receive slower attention because of the dispute. My client, nervous about their utility relationship, asked me not to pursue any further issues and eventually did not renew our engagement. The dispute cost me the client relationship even though we won. Has anyone managed this kind of utility pressure on clients?
Rate class dispute — won the argument, lost the client
Glen from Lexington. Utilities sometimes play this game. The implied threat is almost never carried out because it would be a reportable abuse of service, but it can be effective on nervous clients.
I did not know the implied threat was reportable. How?
Glen again. Most state PUCs prohibit utilities from retaliating against or threatening customers who exercise their regulatory rights. Filing a complaint about the account rep's conduct would not just protect your client — it would create a record that deters the utility from doing it to others.
Alice from Glendale. I had a milder version of this. I now prepare clients before filing any dispute by telling them: the utility may express displeasure — here is why that is normal, here is what they can and cannot actually do, and here is what to say if they call you. Preparation prevents panic.
Alice that preparation approach would have completely changed my client's response. They were blindsided by the call and I was not available when it came in.
Glen one more time. Going forward give clients your cell number and tell them to call you immediately if the utility contacts them directly. You want to be in that conversation, not hear about it afterward.