Frustrating situation. Presented $45K in findings to client, they were happy, submitted to utility. Utility pushes back claiming my calculations are wrong and "this auditor doesn't understand our tariff structure." Now client is questioning whether I know what I'm doing. The utility is wrong but client is spooked. How do you handle this?
Client Questions Competency After Utility Pushback
Walt, this happens more than it should. Utilities sometimes use intimidation tactics to avoid paying refunds. I always request a written response detailing exactly what they think is incorrect, then methodically address each point. Make sure the client sees your detailed rebuttal - shows your expertise.
Been there. I now include a "utility response protocol" section in my client agreements. Explains that utilities may initially resist legitimate claims and that pushback doesn't invalidate the findings. Sets expectations upfront so clients aren't surprised by utility tactics.
Ask the utility rep for their credentials and experience level. I've had customer service reps claim I was wrong when they didn't understand their own tariffs. Request escalation to a supervisor or rate specialist. Sometimes the first person reviewing isn't qualified to evaluate complex findings.
Document everything Walt. Every phone call, email, meeting. Show the client you're following proper procedures and the utility is being evasive. I had one where the utility kept changing their objection - first said my math was wrong, then said the tariff didn't apply, then claimed statute of limitations. Inconsistency hurt their credibility.
Might be worth getting a second opinion from another auditor if the client needs reassurance. Sometimes an independent review of your work can give them confidence to push back harder against the utility. We've all done peer reviews for each other in tricky situations.
What utility Walt? Some are notoriously difficult - they train their staff to challenge everything hoping auditors will give up. If it's one of the "problem" utilities, let your client know this is standard operating procedure and you've dealt with them before.
Sometimes threatening regulatory involvement helps. I had PSE&G back down immediately when I mentioned contacting the Board of Public Utilities. They know regulators don't like hearing about utilities stonewalling legitimate refund requests. But use this carefully - don't want to antagonize unnecessarily.