Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/16/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I been trying to get my electric turned on for a week I was told to email them the documents and I’ve already paid the deposit and the power would be turned on (this is and house I just bought it already has the meter on the house) when I call her (Shay ext949) she doesn’t answer and I leave her a voicemail but she doesn’t call back and I even spoke to her supervisor now we are still in the dark my child has to be in the dark and my boyfriend has to use a cpap to sleep but still no power

  Business Response

  Date: 07/16/2025

  Upon review, we found that the service was disconnected when the customer contacted us on May 9, 2025, to initiate new service. At that time, she was informed of the required verification documents, including proof of lease and a valid ID, as well as a deposit of $122.

  
  The deposit payment was received on May 14, 2025. Subsequently, on May 19, 2025, we received the necessary documentation. The service was reconnected the same day at 2:51 PM.

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They offered me a budget payment plan. When I got the first bill it was extremely high and I did not want to do 11 more months of that payment. I called to dispute it and get it cancel. That representative at no time said anything about my money not being credited but did tell me there was a $50 cancellation fee. When I got notification about my bill going from $294.77 to $344.77, I called back. It took five different phone attempts to have a supervisor tell me that the budget payment is non refundable. If I under pay they can charge me but if I overpay they get to keep. I never agreed to that. She sent me over a copy of what she was reading. A document I never saw. She said because I cancel after so long, 1 month. It was too late, ********* usage was less the month prior and this bill was $100 extra. I want the difference of overpayment. They can keep the cancellation fee. Not the overpayment.

  Business Response

  Date: 05/20/2025

  Good morning.  The terms and conditions of ** Bill are noted in the second attachment that you sent.  

  Our policy states:

  Customer Chooses to Leave Program
  If the customer decides to cancel the ** Bill ******** they may be billed the Overage Removal Charge; this represents the total variance between what the customer has been billed in the ** Bill program, and their actual Tariff Bill amount. A dollar amount displays when the customer's tariff billed amount is higher than what they were billed on ** bill. If there is a credit balance, the field displays zero.

  Thank you.

  Customer Answer

  Date: 05/20/2025

   I am rejecting this response because:
  
  I will file a complaint with the Indiana Utility Regulatory Commission. 

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complete scam artist! They have to be billing me fraudulent amounts which is obviously not an accurate amount! Upon moving into this home 2 years ago in July my electric bill was steady between July through November at about $140-$160, that is keeping my ac temp at 68*. Come November my bill jumped up to $150 then Dec up more and January I just received a bill for around $467 I believe it was and my thermostat had not went past 68*!! I live in a tiny duplex on top of that which is an insane bill for such a small living space and I know we do not EVER use more than $250 worth of electricity on our worst day as it is just me and my husband who both are at work 10 hours out of the day and only sleep at night! No kids either! Then my neighbors moved out so they raised my bill that next month in the middle of the sunner(when my bills stay the same) up to around $230 for no reason other than this company are complete thieves and needed to make up for them not getting paid on the empty apt next door! If you are thinking of moving to where your electric is under Indiana Michigan DONT!!

  Business Response

  Date: 02/14/2025

  Good afternoon,

  When looking over your account I show the billing cycle from 12/5/25-1/8/25 shows you used 77 kWh/day x 34 days in the billing cycle.  The billing cycle from 1/9/25-2/6/25 the usage was 102 kWh/day x 29 days.  Last year the usage during the same time frame was 12/6/24-1/9/24 the usage was 69 kWh per day x 34 days and from 1/10/24-2/7/24 was 87 kWh per day x 29 days.  The usage is pretty comparable for the winter months at your address.  You said in your complaint that your thermostat is never moved from 68 degrees.  With that, the heat does run more when it's colder outside to keep up the internal temperature of 68 degrees.  There is also good information online at **************************.  You will be able to see daily usage and what times during the day that your usage is higher than other times.  This information may be able to pinpoint what is using the power in your home.  You also mention that since the other unit is vacant that we are billing you for that apt. as well.  That cannot be the case as each unit has its own meter.  If you still believe this is the case, you can check with your landlord to ensure that the only unit wired to your own breaker box and meter is your unit only.  Please let me know if you need anything further.  I am happy to help.

  Thank you.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2024, we received an electric bill that was almost double what our normal highest bill for this time of year is. Our typical bill usually runs between $175 (summer) and $400 (winter) and our December bill was $717. We have lived here for 13 years so we have a good baseline of what it should cost. We determined that the cost was coming from the fact that we were using more power on-peak (significantly higher cost than off-peak) due to our storage furnace running 24/7. We called the power company to get it fixed. It took them a month to get their electrician out to check the problem. When they finally got here, they determined their smart meter, which tells our furnace to turn off during on-peak hours was not functioning properly and needed reprogramming. The electrician sent by the power company then reprogrammed the smart meter timer and we could see our heater was no longer running during on peak hours. This fixed our problem. We then contacted our local representative who agreed that was probably the issue as well as their electrician who told us the same thing and that we would be possibly be getting a partial refund on our bill. In the meantime, we received our January bill, which $733 because it took a month for them to come work on it. After talking to her supervisor,our local representative determined that they were not going to adjust our bills. So because of their faulty equipment, as even they admitted, we are stuck paying two bills of over $700 when our normal would be somewhere between $350 to $400. Absolute nightmare of a company to work with.

  Business Response

  Date: 02/04/2025

  Good evening.

  I was unable to find a service address or a complete phone number on this BBB Complaint.  I was unable to locate your account in our system.  Please provide the service address and the phone number on the account and I will be able to investigate your claim.

  Thank you,

  ******

  Customer Answer

  Date: 02/04/2025

  Thanks for the response. The service address is ************************. Niles ** *****. The phone number associated with the account is ************.

  thank you,

  ****** ******

  
  

  Business Response

  Date: 02/06/2025

  Good afternoon,

  Thank you for giving me the information I requested.  I found your account and I am currently investigating and getting with the **************** etc. to get some more information.  I appreciate your patience as I look at your claim.  I will get back to you as soon as I am able.

  Thank you.

• Initial Complaint

  Date:02/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My electric bill has tripled monthly since this time last year. There is a Muncie IN ******** page solely dedicated to this electric company ripping people off. There are unexplained charges and calling the company results in no real answers.

  Business Response

  Date: 02/04/2025

  When looking over your usage from last year during the same period, it is comparable for the winter months.  December of 2023 your usage was 912 kWh for a 35-day billing period (26 kWh/day), with a usage dollar amount of $157.32.    December of 2024 your usage was 966 kWh for a 35-day billing period as well (27 kWh/day) , and a usage dollar amount of $167.34.  There is no need for a billing adjustment as those are actual readings.  

  Thank you.

  Customer Answer

  Date: 02/04/2025

   I am rejecting this response because:clearly my bill is $420. There are unexplainable charges and a mystery deposit that no one can explain. Criminals 
  
  
  

  Business Response

  Date: 02/05/2025

  Hi Mr. *************

  Because of late payments on your account, there has been a deposit required on the account to secure it.  The deposit warning was on your December 2024 bill (see below).  The deposit will be billed in three installments.  The January bill has your Average Monthly Plan amount of ****** + ****** deposit installment = 420.00.  

  Deposit Warning - Our records show that your account is past
  due. Any future late payments may result in a deposit 2 times the
  average monthly billing being added to your account. This deposit
  will be billed in three installments.
  

  Thank you.

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ***** been a customer of 4 1/2 years and always paid my bill on time and somehow the last few months my bill got changed to paperless which resulted in me paying a couple late. So now they are charging me $423 on top of my regular bill a month for a deposit. They have done it for 2 months now. She said I have $1268 they are going to charge me since i had a couple late payments. I explained to her because of the paperless and she said she could see on the account thats when it started. I also told her the one bill it would only allow me to pay the past due not the full amount and she said because her system doesnt allow payments over $1000. I asked if they could work with me since I am a good paying customer and was told no. I asked if she could at least lower the $423 in to smaller payments as that makes my bill run 900-1000 per month with it on their and I cant afford it and she said no. Not good knowing my hands are tied and I have no choice ot figure it out

  Business Response

  Date: 01/28/2025

  Good morning,

  I apologize for your difficulty with the paperless billing.  Please let me know if you would like to unenroll if you have not already done so.  There was a deposit warning on your September 2024 bill advising if there were any future late payments on the account, deposit would be billed in three installments.  I see that two of the installments have already been paid.  As a one-time courtesy, we will cancel the 3rd installment.  Please let me know if there is anything further, I can be of assistance with.  

• Initial Complaint

  Date:12/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My electric bill has been high and I was on some budget plan. I recently found out a hot water pipe was leaking cause my water heater to constantly run. The pipe burst and I had to get major work done on my home which I have not even been staying in for a few months now and barely any electric being used at all but bill is still extremely high. My service was never disconnected but now they are charging me a deposit of $1250. I keep trying to call and get things figured out but everyone says something different. Im not sure why Im paying close to 1000 every month and still cant ever catch up even when using no electricity and now Im being charged a deposit and an outrageous one at that. All the money Im paying every month and they just keep adding charges, its unacceptable.

  Business Response

  Date: 12/30/2024

  Good afternoon.  I have had the same and know that the restoration companies come in and pull up all of the flooring and run huge fans for lengthy time periods to dry everything.....sometimes electric heaters if needed.   This could create a huge electric bill even though the customer may have been living elsewhere for the restoration period.    If customer has homeowner insurance, they can submit the costs during that time to the insurance for reimbursement.    

  Customer Answer

  Date: 12/30/2024

   I am rejecting this response because:
  My bill usage since they were in the house is actually low. Thats not the problem the problem is old bills and extra charges they keep adding on like the 1250 dollar deposit. I never had my service disconnected so not sure what the deposit is also no matter what I pay my bill just keeps going up even when my current month is low. This problem has nothing to do with the mitigation process that was going on for a couple of weeks. 
  
  

  Business Response

  Date: 01/03/2025

  The deposit was added to your account because of late payments.  There have been 5 late payments over the last 12 months.  There was a deposit warning on your June 2024 bill, that if there were future late payments, a deposit would be added to your bill.  I have entered a meter test order on your account to ensure that our meter is running properly.  When I get those results back, I will relay them to you.

  Thank you.

• Initial Complaint

  Date:12/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/23/2024-I requested new service for ***************************************************************. I was also given a deposit amount of ****** that was due. I was informed at that time someone would be out to install meter and start service. I was not given a specific time or day at that time.After I paid the deposit, I received a call from *** telling me that I need to have an inspection before they will install the meter.I had the inspection completed and *** was issued my inspection showing that it has passed inspection. I called AEP on 12/4/2024 confirming that they received my inspection. At that point they told me that someone will reach out to me anytime between 12/4/2024-12/12/2024 to schedule an appointment for my meter ********** of 12/12/2024, I never received a call from *** regarding my install appointment.I have reached out to AEP several times since 12/12/2024 and still have not received my install date for my service.

  Business Response

  Date: 12/19/2024

  Hello Mr. *********** I spoke to the supervisor with our DOCS team, and I believe we have gotten this new install taken care of for you.  If you need anything further, please let me know.

  Customer Answer

  Date: 12/20/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in ********, MI andlast May, IMP installed a new meter at my house. After paying my Oct bill, one day later I received an invoice for $843 back billing me to May because, as I found out, the meter was not assigned to our house and we had been paying someone elses bill. I spoke with one customer service agent and two managers that day (Oct 24) and was promised a call back by another manager. That call never came. I am frustrated because I was not able to adjust my usage based on correct billing. We had been trying to be mindful of our AC usage over the summer months and had been pleased to see that we thought those efforts were working. Im also frustrated that we did not receive a phone call or written explanation but were just sent an unexpected bill that we were expected to pay in 30 days. On Nov 7, I emailed ***** *****, the CEO asking for help resolving the issue. He did not respond. I followed up on Nov 20, including two employees that oversee customer service for IMP and did not receive a response. I followed up again today letting them know that I have now received a disconnect notice for Dec 16 (despite paying all new usage bills) and have not received a response. I am not sure how many other customers have experienced something like this but it does not feel like IMP is interested in taking any responsibility despite the fact that their team made an error. They also havent been responsive to multiple requests for help coming to a mutually agreeable solution, following up on promises to contact me, or even providing explanation or a phone call to explain a large bill like this when it is sent. This does not seem like acceptable business practices. I would greatly appreciate any help you all can provide in resolving this.

  Business Response

  Date: 12/04/2024

  Hello.  We mailed a letter on 10/16/24 to advise you of the switched meters and that there would be a rebill of the correct charges.  You are welcome to call our ************************** to request an Extended Payment Agreement if needed.  This would split the balance over the next few months bills.  You may call -************, to set up the arrangement.

  Customer Answer

  Date: 12/04/2024

   I am rejecting this response because:

  Due to your error, I did not receive a correct bill for 5 months.  I was consequently unable to adjust my usage because of this.  We had been trying to be more cognizant of our usage over the hot summer months and our bills made us believe that we were doing fine.  I should not bear the full burden of your mistake and offering to allow me to pay it off over an extended period of time is not an equitable solution.  It holds me fully responsible for a mistake that your team made.  

   

  
  

  Business Response

  Date: 12/16/2024

  Good morning.  

  You are required to pay for your usage.  It is unfortunate that the meters were switched, but that does not mean you do not have to pay for your usage.  We would be happy to offer you an exented payment agreement to make it easier to pay for that adjustment.

  Thank you,

  Cassie

   

• Initial Complaint

  Date:10/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Disconnect after 3500 being paid

  Business Response

  Date: 10/14/2024

  Hello.  I see that your account was released to be connected once the returned payments and returned check charges were paid.  It shows it was connected on 10/10/24.  We do not show that there is oxygen used in the home.  If you'd like us to note that on the account, please contact your physician and provide us a *** note that states that it is necessary for you to use oxygen.  Please let me know if there is anything further you need to discuss.