Customer ReviewsforAES Ohio

Horrible company to say the least. I recently bought a house and signed up for all utilities, starting with AES. They said I had been a great customer with them and I wouldn’t have to pay a deposit. I was happy about that. First bill came, great. Second bill came and they decided to add a $270 deposit… I called them confused on why they wouldn’t reach out and explain this to me before hand and how that was okay to do to someone. They said they “changed their mind” basically and “made a mistake”… Ha. Seems like that’s a “mistake” you would just have to deal with, no add to someone’s bill 2 months later out of the blue. I called them and they said there’s “nothing they can do” and suggested I reach out to local churches for donations. What a greedy joke of a company. 0 Stars if I could.

Thank you for the inquiry regarding our customer's deposit concerns. Our customer had previous service with AES Ohio from 02/25/22 - 03/06/23. During this period of time, they had 6 late payments (04/18/22, 11/15/22, 12/14/22, 01/17/23, 02/15/23, & 04/03/23) plus a returned payment (paid 11/17/22, returning 11/23/22). Our customer's deposit was originally waived using their soft utility credit score, but due to the pay history directly with AES Ohio, a deposit for the new account is required. Deposits are held until 12 consecutive months of on-time pay history has been achieved. Deposits may be waived with a guarantor (co-signer) or the PIPP program for lower-income families. For additional information on deposits, please visit: https://www.aes-ohio.com/security-deposit. Thank you.

Horrible company and their policies are horrible as well after you wait on hold on the phone for over an hour trying to talk to somebody and that person half the time doesn't know what they're doing and then when you ask for a supervisor which in my case this has happened to me twice now I have asked for a supervisor and that person puts me on hold and then they hang up on me very very unprofessional.

Thank you for the inquiry about our customer’s long wait concerns. We understand that having to hold for a representative is frustrating for any customer of any company. AES Ohio strives to keep our Customer Service Center’s hold times down as much as possible, but sometimes there can be a hold to speak with an agent – & we are very appreciative of our customers’ patience during those times. The automated phone system does advise of the online contact options to avoid having to hold for an agent – such as the chat or email feature for customers (available at https://www.aes-ohio.com/contact-us) for when customer’s aren’t able to continue to hold for an agent or callback during non-peak hours (non-peak hours in the call center typically being 9:30am-11:00am & 1:00pm -4pm, with Mondays, Fridays, & days before/after a holiday being the busiest).

Zero star is not available so I'll give them a single star for having the worst customer service possible. I have 9 rentals and a business as well as my home with AES. The Business and my home were on automatic billing. I also have a house in Florida. While in Florida for an extended period of time one of the renters moved out. When I returned I found that bill had been transferred to my home auto billing but was listed as "returned payment". That knocked my business and Home off of auto bill pay. Per AES rules I will not be allowed to be on Auto bill pay for one year. I've spoke to customer service to try to explain this situation only to have rude customer service persons explain their moronic process. Back to snail mail to pay their monopoly of electrical cost.

Thank you for the inquiry regarding our customer’s returned payment. Our customer previously disputed their returned payments through the Public Utilities Commission of Ohio (PUCO) in Oct. 2023. AES Ohio had already waived the ACH payment block as a one-time courtesy, & we are not in favor of extending this courtesy again. There has been no AES Ohio error found. It is solely the customer's responsibility to ensure that they make their payment correctly & with an authorized means to ensure that it's received & processed accordingly. Thank you.

Ever since this company took over Dayton Power And Light it’s been a joke. I set up a payment agreement in December. It did not reflect on my bill so I my deposit that they applied towards my bill hadn’t reflected January did also not reflect my bill so I just kept paying large amounts because if you miss a payment they will shut off your electric I called in February and the lady told me my bill was current I had just made a payment. Everything was fine. A week later I get text messages, saying my account is past due, I missed my original payment agreement date of January 28 when that was when they said that they messed up with my deposit not taking to my account yet which was on their end. Even though they said it was their fault they were not willing to fix it. They made me pay , even more than agreed-upon to keep my electric on and start a new payment agreement. I would choose any company out there that had a half star rating over this company could choose any other company I would unfortunately they are the only ones that service my area.

Thank you for the inquiry about our customers’ payment concerns. Our customer was required to pay the amount of $446.00 that was due on 12/27/23 by 5:00pm to set up the one-sixth pay agreement with a monthly payment of $177.00 + the current bill beginning 01/18/24. Our customer paid $448.00 on 12/27/23 at 4:46pm. Also, on 12/27/23 the previous supplier was removed from our customer’s AES Ohio account in addition to the deposit being applied, resulting in the one- sixth pay agreement being cancelled due to the original pay agreement balance decreasing. AES Ohio records show our customer has enrolled into a new one-sixth pay agreement, the payment of $355.00 to activate the agreement is due on 02/20/24 by 5:00pm with five monthly installments of $48.00 + the current bill is due beginning 03/21/24. We apologize for any inconvenience the previous pay agreement cancellation may have caused.

I wish I could put a 0! This company is way to expensive. We are probably going to have to sell our house. We can't afford 1000.00 dollar electric bills. We already listened to the excuses. They are just price gouging. Try to sugar coat it however..

On 12/18/23 our customer emailed their high bill complaint to AES Ohio Customer Service ([email protected]). On 12/19/23, AES Ohio replied advising that their usage is normal for this premise, advised that there is typically an increase in usage here during the winter months, and a link for energy saving tips.

We have new appliances, New windows and plus a new air handler with a 17 seer heat pump with a smart thermostat. All led lights. Your electric saving tips do us no good. I am not sure how much more energy efficient we can get! I already told you I think something is wrong with our meter. It went from 75474 to 83208 a day after you checking it! There is no way we are using that much electric!

AES Ohio is garbage! They don't answer their phone; everything is delayed. Good luck going solar. The AES Interconnection department is grossly incompetent; expect a month delay for them to simply sign a form. This company needs to be regulated better from the PUCO.

Thank you the inquiry regarding our customer's solar concerns. The customer's meter was exchanged on 01/10/24 and was granted "permission to operate" on the same day.

Aes are crooked, service was disconnected error on my part, the tech reconnected the next day after I ran back up generator. Tech opened an investigation saying meter was tampered with when they arrived. It's an unoccupied renovation project . Aes charged $145.00 for this investigation that I was unaware of saying I'm not allowed to run a generator if I'm disconnected. No way to prove I was unaware seal was broken no appeal process. Just have to pay it because they say so. The costumer service don't care what happened just the meter tag was gone and power was restored.

Thank you for the inquiry regarding our customer’s investigation concerns. AES Ohio records show our customer’s service was disconnected on 11/30/23 at approximately 1:07 pm for non-payment, the account was not closed, and the meter was not removed. When AES Ohio arrived to restore the service on 12/01/23 the technician found the service on, the seals cut, the boots were missing and there was consumption after the disconnection. Instead of disconnecting the service again, AES Ohio decided to leave on the service and rightfully charge the investigation fees of $145.00 due to an unauthorized reconnection. The service was disconnected for non-payment which is considered a different situation when the service is off due to an outage, which then a generator would be appropriate.

Since a generator is not owned, maintained, or fueled by aes it is mine to use to generate power for any need I have. It does not pass through a meter and aes is not responsible for any service beyond the meter. They have no right to restrict a generator use at my residence. The home this occurred at was vacant and we had no issue with the reconnecting time they gave. Not sure who reconnected service , cut the seal or took the boots what ever that means but I'm not so sure the tech didn't do this for the extra charge.

Absolutely horrible company. My power was disconnected due to non-payment I called this morning to make the payment and they told me someone would be out to turn it back on they gave me absolutely no time frame they said it could be anywhere from 9:00am in the morning to 10pm at night and that someone had to he home with the breakers breakers off before they would even began a work order. I then left my job at 9:00 a.m. and have sat in my very cold house all day long waiting for them to turn it back on when I called to check on it they were extremely rude to me and were amazed that I had the audacity to ask when they were going to be out to turn on my electricity. I was told that I was not special and could not be moved to the top of the list then which point I told them that I did not want to be moved to the top of the list I just wanted to know when they would be here to which they could give me absolutely no answer and said that it wasn't in their system to know when people would be here. I find it appalling that they turned my electric off and won't turn it back on. I wish I could go somewhere else but they have a monopoly in this area. Someone needs to know how terrible their business practices are.

We’re very sorry to hear that our customer had a bad experience with AES Ohio's Customer Service Center. It’s our goal to deliver the highest quality of service to all of our customers. Please note, at no point did AES Ohio refuse services to our customer, but there are requirements for reconnection such as paying a minimum amount, verifying breakers off / fuses pulled, and meter accessibility. After 2 mailed notices (11/01/23 & 11/16/23) & an automated phone call reminder (11/27/23), our customer’s service was disconnected for delinquent payment on 11/30/23. She paid the minimum amount to reconnect services the next business day, 12/01/23. It is correct that all breakers do need to be off before the reconnection order can be issued so our customer did have to call back once they were able to verify the home’s breakers were off. The reconnect order shows that it was issued on 12/01/23 at 10:56AM. Customer Service Representatives & Supervisors are not able to provide an exact time of reconnection as the only timeframe they have is “full-day.” All reconnect orders are full day, but most if not all orders are typically completed by approx. 10PM each evening. Our customer’s service was successfully reconnected on 12/01/23 at 2:45PM. Thank you.

They took my electric out of my name, without notifying me and without me ever being behind on payments, then my landlord charged me 100 dollars because they were paying the electricity for a month in the apartment's name. Ive called AES four times and no one has done anything but get the service in my name again. Not one person has apologized for the error and keep telling me I need to take it up with my landlord. But Ive done nothing wrong. Why is it incumbent on the consumer of a service near-monopolized in their area to keep that greedy company honest? The answer is they dont want you to be able to point out their mistakes so they make it nearly impossible to do so via bureaucratic practices that gatekeep you and lower level employees from having access to anyone with the power to help you immediately, without weeks of hoop jumping.

Thank you for the inquiry about our customer’s account and service concerns. AES Ohio records show our customer’s wife’s previous account was closed and opened in the property owner’s name as of 09/06/23 due to a company error. AES Ohio sincerely apologizes for the inconvenience, but we do show although the account was closed the electricity continued to be used in the property owner’s name. AES Ohio mailed out a bill labeled final on 09/07/23 for $141.28, with a due date of 09/22/23 and the payment of $141.28 was applied on 09/25/23. If our customer believes that they were unfairly charged by their property owner any payment disputes would be considered a civil matter between our customer and the property owner. AES Ohio has made the account corrections as our customer’s account shows as opened as of the close date of 09/06/23 and once the meter reading is obtained on 12/08/23 the billing period will be from 09/06/23 to 12/08/23 for the new bill.