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:05/12/2025

  Type:Billing 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 wife is pregnant and was laid off work due to health reasons. I thought it was a good idea since im paying the bills to put the utility bills in my name. we called Kentucky power and they said they could do it no problem. On 05/05/25 we was contacted and told we have to pay $2000+ deposit to get the utility bill in my my name. I told Kentucky power to cancel the service order then. I have no problem paying the $2000 on the bill if that's what's owed, but it's not something that I can come up with all at once. I explained this to Kentucky Power. They stated due to a failed payment I would need to pay $2000. Liheap paid $217.00 towards my account, I was able to use the last little bit of money that I had to pay $100.00. Now the past due amount is $1201 and the rest isn't due until 05/27. I explained that to Kentucky Power. They still said due to a failed payment they can't help me. I told them fine give me until the end of this upcoming week Friday 05/16 and the past due will be taken care of. Kentucky power is price gouging and doesn't care about the consumer. I explained why the failed payment happened as I have a son who has Tuberous sclerosis (TSC), who requires 100% dependent care. When he has a medical issue like he had with in the past few weeks constantly it causes me to have to travel to Columbus,OH for a hospital stay. My child had an episode where he had multiple seizures his body was trying to shut down, he was on life support until he could regain strength and get better. My son is now on an oxygen device. Due to the unforeseen circumstances with my child that's why the failed payment happened, the funds were in my account until an emergency arose. I have explained this to Kentucky Power numerous times and there answer is still the same. I am trying to pay the bill as they can see I received Liheap assistance for $217.00 and I made a payment of $100, I will be able to take care of the rest of the balance by 05/16/25.

  Business Response

  Date: 05/14/2025

  The Company understands that circumstances can sometimes
  make managing payments challenging. Unfortunately, due to the presence of
  multiple accounts under different household members' names, we regret to inform
  that we are unable to establish a payment arrangement at this time.

  
  On May 13, 2025, a representative attempted to contact the
  complainant but was unable to reach them. Several messages were left requesting
  a return call. However, a representative did speak with the complainant’s
  spouse recently and provided guidance on what is required to maintain service.

  Customer Answer

  Date: 05/14/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: only one call was made to my phone while my son was at the hospital in Columbus,OH on May 13th,2025. A voicemail was left and the problem was still not resolved. The soonest I will have the payment for the past due amount will be on 05/16/25. I will then be paying the past due amount on the account of $1244, then the current amount which is the rest of the total doesn't show its due until 05/27/25.

  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:05/09/2025

  Type:Billing 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.

  Firstly everyone here since I’ve been here has a much lower bill than I have. I’m well aware of the late charges I have but my bill runs higher than the other tenants do. I’ll know that for a fact. I have complained and filed disputes which has done no good whatsoever. Kentucky Power/AEP some of the employees told me that where my air unit is messed up to get a statement from the heating and cooling guy abd they would do some adjustments to my bill well when I called back too get the fax number and such these couple of employees stated they stopped doing adjustments after telling me numerous times they would. They record phone calls that should prove what they told be about gettung adjustments too my bill. Then back in august I just happened to be outside when a power truck pulls in. Well he said he was ordered too disconnect my power that someone called in as if they were me and wanted it turned off in. Well I’ve investigated and investigated. I had too show the technician my ID the ended up leaving my power connected but they charged me a big old deposit even though I didn’t order my power to be disconnected. Nonetheless I follow the same pattern as my neighbor ***** does with her electricity and hers is around $50 or so in the warm months and not even a $100 in the winter months.I know I owe them some money but not nearly what they’re charging me

  Business Response

  Date: 05/14/2025

  Company representative contacted the complainant on May 12,
  2025, at 12:00 p.m. to discuss the account. After a detailed review of the
  account, the representative advised that the energy usage is consistent with
  the consumption patterns from previous years. However, the representative was
  unable to compare the customer’s usage with other addresses, even those within
  the same apartment complex, because each unit may have different living
  conditions. Factors such as thermostat settings, the presence of large appliances,
  hot water tank temperatures, and the number of occupants can significantly
  affect energy consumption.
  

  The representative’s review of the account yielded no
  records of previous discussions regarding billing adjustments related to air
  conditioning unit problems. Bill adjustments are not issued for equipment
  failures that happen inside the home.
  

  Currently, no new payment arrangements can be made because
  previous arrangements must be paid in full first.

  Customer Answer

  Date: 05/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This representative was completely unprofessional. Not only would she not provide me with her name, but it was near impossible to get a word in. Whenever I did manage to say something it was entirely disregarded in favor of whatever she said being the absolute truth with no chance to clarify my end.

  She said there was no attempt to contact them about the issues with my air conditioning unit when I had called and asked about that MANY times with varying answers from “get a paper from your landlord verifying what you’re saying and we’ll adjust it” to complete silence with no effort from anyone.

  She also said I was given the choice of a payment arrangement early December of last year and when I had mentioned I was hospitalized for almost the entirety of the first half of December the then days it was a mistake and that was actually in February that they offered which is also not true.

  I’ve made COUNTLESS attempts to try to fix this promptly and efficiently, but seeing as this company is our sole option for electricity here, you’re kind of at the mercy of unprofessional and rude employees who think any ounce of help is coming from them directly and they don’t have to do anything of note 

  So I refuse this resolution and would request to speak to someone who has a little more tact, a little less of an attitude, and isn’t so brazenly comfortable lying to push their resolution 

  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 05/19/2025

  Company representative spoke with complainant on 5/16/2025
  to further discuss concerns. Representative had a detailed conversation about their
  usage and billing concerns including previous bills and reason for deposit.
  Representative discussed the option for a payment arrangement and emailed the
  complainant with this information. Representative is awaiting response from
  complainant to establish the payment arrangement should they decide to pursue
  that option. 

• Initial Complaint

  Date:03/24/2025

  Type:Billing 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.

  Unreasonable electric bills.  Use mostly propane heat.  Have 3 bills or payments. 1 on main house- 1 on beauty shop, in which I hardly ever work & 1 on garage. 

  Business Response

  Date: 03/26/2025

  Customer was contacted on March 24, 2025. Upon review of the
  account, representative discovered that the usage from this address is unusually
  high compared to previous years. Customer was informed that an investigation has
  been ordered and representative suggested checking any large appliances for
  proper functionality. Representative noted that outdated maintenance or
  necessary repairs could lead to increased usage. The customer expressed
  appreciation for the outreach.

• Initial Complaint

  Date:02/26/2025

  Type:Billing 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.

  Sent a certified letter from ****** **** to show I had already pd this amt once.  Chk #**** amt 178.69  2/12/25 mailed another check in the amount of 532.85 which this amt was included as well.  They are saying they never got the 1st pymt ck @**** sent a letter from ****** **** certified that they did.

  Business Response

  Date: 03/03/2025

  A representative discussed the billing and payment history
  with the customer. Customer reports to have made a payment in October over the
  phone and the caller offered a discount to customer for paying via phone. The representative
  advised the customer that no discounts are offered for payments over the phone.
  This was the only payment made by phone; customer says all other payments are mailed.
  Representative advised customer to contact their bank.

• Initial Complaint

  Date:02/25/2025

  Type:Billing 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.

  Kentucky Power has a monopoly on Eastern Kentucky and is grossly overcharging the customers. My power bill went from $197.10 in December to $593.78 in January to $776.83 in February and now $641.30 due in March. They need to be investigated for Price Gouging.

  Business Response

  Date: 02/28/2025

  On February 26, 2025, Account
  Manager (representative) discussed usage concerns with customer. During the
  conversation, they reviewed the account history and noted an increase in usage
  compared to previous months. The customer provided daily readings to the
  representative on February 25 and 26, which appeared elevated. On February 27,
  the customer called the representative to report that they had turned off the
  heat pump and switched to an alternative heating source, resulting in a
  decrease in usage. Although the customer consulted an HVAC specialist, no
  issues were found with the unit. The customer has requested a meter test, and
  the results will be forwarded to them once they are available. 

• Initial Complaint

  Date:02/18/2025

  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 live in rural community in Floyd County my power is always going off there is 18 customers it affects they have how cutout or breaker in area that when it floods when powers goes off they can’t get to it this has been an on going problem for 30 years I have lived here they don’t get in hurry to get it back on there are people in my area that are always suffering because of this we want to problem corrected most don’t have any heat right now i know there is a solution to this problem most time if winds blows hard it goes off i know how these complaints work they usually get no help but I want it known talk to any of these customers they will say the same thing please try to get us a solution to this problem we pay our big energy bills waiting for a contract

  Business Response

  Date: 02/19/2025

   The Company is aware of an outage affecting the complainant’s home; however, the area has not been fully accessed due to flood water blocking the road.
  Account manager spoke with the complainant on 2/18/2025. Complainant wanted to know the estimated time of restoration and was concerned about the reliability of their circuit. Representative advised complainant that the projected restoration time is 2/19/2025 at 11:30 p.m. The complainant confirmed water is still over the road. Account manager also explained the restoration process and advised the complainant that vegetation maintenance for their circuit was just completed in January 2025. Complainant was appreciative of the call.

• Initial Complaint

  Date:02/06/2025

  Type:Billing 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.

  The customer stated that he attempted to dispute recent billing at his property because he has not been occupying the home recently. The customer contends that when he contacted customer service and spoke to and associated named Paula Gwinn, she was unprofessional on the call and did not believe him when the customer stated that he could not read.

  Business Response

  Date: 02/13/2025

  Complainant contacted the Company on
  1/1/25 regarding usage. An investigation order was created, and complainant contacted
  by local customer services. Representative spoke with complainant on 1/6/25 to
  discuss usage. Complainant stated home is vacant and heat is set at 40° but
  doesn’t come on. Representative discussed that the outside temperature has been
  very cold and explained this could have caused heat to run, impacting usage.
  Complainant disagreed. Representative explained meter reading was an actual
  reading and usage is comparable to previous winter usage. Complainant provided
  a meter reading which confirmed previous reading to be correct. Representative
  recommended complainant check property to determine if something other than
  heat could be using power.
  
  Complainant contacted the Company again on
  1/28/25 regarding usage. Another investigation order was created, and
  complainant was contacted by the same local customer services representative on
  2/6/25. Complainant continued to dispute usage and now stated the heat is
  turned off; however, he told a different representative a few days prior that
  heat was set at 40°. Complainant stated that there are only 2 lights on and the
  refrigerator. Representative provided option to have meter tested, explaining
  if the meter tests outside accuracy limits there will be no charge for test,
  however if meter test is accurate there is a meter test fee. Complainant
  refused meter test option. Representative also discussed payment arrangement options
  and the Average Monthly Payment (AMP) plan.
  
  The Company is sorry to hear of the complainant’s
  displeasure with us and any interactions in which they felt they were not believed.
  However, the past two bills have been created based on actual meter readings
  and based on usage consumed at this property. The complainant still has the option
  to request a meter test if they think the meter is not functioning correctly
  however, there will be a fee, if the meter tests within accuracy limits. 
  

• Initial Complaint

  Date:01/21/2025

  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.

  There truck driver came out to my house and drove through my yard destroying my lawn. They offered only 150.00$ for damages which is totally unacceptable. I am disabled and been with them for years.

  Business Response

  Date: 01/22/2025

  The complainant filed a damage claim on 1/10/2025 claiming
  damage to their yard. Company representative spoke with complainant on
  1/14/2025 and at that time, the complainant insisted the Company fix the
  damages. These arrangements were being made, however the following day the
  complainant called back and requested a return call regarding the claim. When
  the call was returned, the complainant then stated they want monetary compensation,
  would select who makes repairs, and pay them directly. Representative acknowledged
  this decision and advised the Company will need an itemization of repair costs with supporting
  documentation to review. The complainant provided an estimate but no
  documentation to support how the amount was calculated. After the Company did
  research regarding the estimate, an offer was made to the complainant
  on 1/20/2025. The complainant stated he would accept the offer if payment could
  be issued via direct deposit. Representative advised that a check would be
  issued and mailed via regular mail. Later that day, the complainant sent an
  email response with further stipulations to either increase the offer or change
  the delivery method of the check. The complainant has since rejected the previously
  agreed upon settlement amount.

  Representative contacted the complainant again on 1/21/2024 and reiterated the Company's offer, which was rejected.

  
  The Company have made a fair and reasonable settlement
  offer given the extend of the damages as documented in photos and based on
  research for requested materials. 

• Initial Complaint

  Date:01/10/2025

  Type:Billing 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 called on 01-07-25 to put the power bill in my name. She ask if I wanted to claim it form 11-15-24. The house is sitting empty so no usage. I said sure. There is no one that can get in the house. I have two neighbor super close to the home. One shares a yard. So I know no one has been there. No home repairs have been done. The house is empty with nothing left on. They never told me amount. I said sure you can take switch it to my name on that day. Thinking they wouldn’t be any usage. Now I have a bill for 225 when it shouldn’t be that anyways. They want to charge me 45 to have someone come out to look at the meter. I asked them not to back date it and they said they couldn’t go back now that I said I would put it in my name
  From that date. I would have never agreed to that if I would have known the full information. And they did have the information because the meter was read on 12-12-24. The full information should have been provided to me.

  Business Response

  Date: 01/13/2025

  Representative spoke with complainant regarding concern
  on 1/13/2025. This property is a rental property that the complainant owns, and
  the previous tenant moved out in mid-November. When the complainant called to
  open service, they were advised there had been power used since the tenant
  moved out and they agreed to backdating the open date to mid-November. Since
  the complainant is now disputing, the call was reviewed and it was confirmed
  that during the call to open service, representative advised the complainant of
  usage since the tenant moved and the complainant did agree to backdate the open
  date. Representative advised complainant the balance is due, and the
  complainant indicated they will call back in a few days to set up a payment
  extension.

• Initial Complaint

  Date:11/12/2024

  Type:Billing 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 have been in the hospital since the second week of October. I had to have emergency open heart surgery. I have been in the ICU up until this week (11/11/24). My niece has been watching my home, which was broken into on 10/27/24. My niece filed a police report. I spoke with my bank since my banking information and checks were stolen. I talked to Aep because there has hardly been any usage at home, and I am getting ridiculously charged. I then explained to Aep about the situation of my house getting broken into, and they told me to get my bank to fax a statement. My bank faxed a statement 4 times, and I emailed a statement. Aep still refuses to help me after Aep customer service stated they would reverse any return fees and provide me additional time to pay my bill. When I spoke to Aep, they kept telling me they never received my bank statement even though the bank provided me with confirmation numbers that it was sent over 4 times. AEP is telling me they need a different letter from my bank; my bank said they wouldn't have the letter for me until 24-48 hours later. Aep has been no help at all. I have already tried to resolve this issue with Aep, and it gets nowhere with them. I need Aep to fix this issue; not only am I having a billing issue with them, but I am also having a problem with them not accurately reading my meter. Lastly, they told me they could disconnect the service without sending a disconnect notice. Aep is a joke. I explained to Aep I could pay my bill on the 21st, which is 10 days from now and still before the due date that shows on my account, and they still refuse to help me.

  Business Response

  Date: 11/15/2024

  The complainant’s account currently does not qualify
  for a payment arrangement. Complainant provided a letter to the Company which
  they stated was from their bank. However, the Company was not able to verify
  the letter’s authenticity. Complainant has been advised to submit a new letter
  from their bank on the bank’s letterhead that includes the bank representative's contact name and
  number.

  
  Company representatives attempted to contact the
  complainant on 11/13, 11/14, and 11/15/2024. Messages were left but there has
  been no return call. A representative had several email exchanges with the complainant
  on 11/15/2024 and the Company is currently awaiting a call from a family member
  to discuss the account.

  Customer Answer

  Date: 11/26/2024

  
  
  ********** ********
  
  
  
  I am rejecting this response because: On 11/21/2024, my daughter passed away; my daughter was in a car accident the week before and was in ICU. I had to arrange all my daughter's funeral services and burial. My daughter didn't have life insurance, so I was responsible for everything. I made a payment on 11/23/24 of $150, which was all the money I had to my name after taking care of my daughter's funeral expenses. My payment plan with AEP shows it's up to date, as I have paid half of the payment plan. I told AEP the remaining amount of $390 on my account balance would be able to be paid on 11/29/24 in 3 days, and the reps I spoke with were rude and said they could be of no assistance to me. Is this how AEP treats someone who has experienced a death in their family, especially if it is around the holidays? AEPs should be ashamed of themselves. I explained to AEP that I could even possibly pay the amount due on 11/28/24, and still, they said they could be of no help. I don't understand why they can't help me out if I am going through this hard time; I have no way to receive any type of assistance affording my power bill as I can't physically make it to the LIHEAP office.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 12/02/2024

  The Company has asked that the
  Complainant to contact us by phone on multiple occasions to discuss the account
  further. A Company representative tried to contact the Complainant several
  times as previously stated but was unable to reach them. To date, no phone calls
  has been received from the Complainant, only web chats. Although the Company recognizes
  they have experienced a difficult situation, to further discuss the account and
  to try to resolve the issues, a phone conversation is required.