Complaints

This profile includes complaints for Ameren's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ameren

  1901 Chouteau Ave Saint Louis, MO 63103-3003

  
• 

  Ameren

  PO Box 66875 Saint Louis, MO 63166-6875

• 

  Ameren

  500 South 27th Street Decatur, IL 62521

• 

  Ameren

  Springfield, IL 62702

• 

  Ameren Illinois, Co.

  200 W Washington St. Springfield, IL 62701

  

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:07/17/2025

  Type:Billing 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.

  We had a payment a agreement set in place, we made the initial payment and the payment before equaled to over $1900. Then we received 2 pledges for $588 for reconnection because we missed a payment. then it was reconnected. Now it say we have a $403 past due amount. Which due IMMEDIATELY! That's ridiculous! in the last 4 months that is a complete $2500. We should be able to make an arrangement or something.

  

  Business Response

  Date: 07/23/2025

  In reviewing the information, the account was previously on a payment agreement that had defaulted due to a missed payment. Service was recently disconnected, and pledges were made. Service has been reconnected, and a new payment agreement was set up with the recent pledges. The remaining balance is being divided into installments on the active payment agreement. The monthly installment is due in addition to the monthly bill amount by the due date to keep the payment agreement active. 

  Customer Answer

  Date: 07/23/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:07/11/2025

  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 have emailed and called many times to Ameren to get this resolved but they will not reply, or they will say no one is available. I have a house next to an Ameren substation at *********************************************************. When they put the station in, they raised the land height with gravel. Every time it rains, the water flows directly out of the rocks/chat into my yard, and every time it rains it washes away more of my driveway and yard. There is an huge hole now in my yard from the water runoff. I know it is illegal to raise your ground level and allow water to runoff on private property, especially when it's causing damage. I do not know any other way to get their attention other than filing this complaint. I hope you (BBB) can help bring Ameren to the table to get this resolved. There is a huge whole in my yard, and my porch is starting to lean because of all the water runoff. I hope to hear from someone soon. I have pictures if needed.

  

  Business Response

  Date: 07/21/2025

  In reviewing the information, a supervisor was reaching out to the customer on the number provided in this complaint and the phone number on file for the account regarding this customer's concern. The supervisor was going to schedule a time to meet with the customer regarding the substation and the grade.  The supervisor additionally texted the customer but has not heard back at this time.            

• Initial Complaint

  Date:07/11/2025

  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 fact that you guys can sit there and overcharge consumers is wild. In what world is it ok for ANYONE to be paying $800 bills?Temp fee. Summer fee. Always on fee. Fee fee fee. If I could switch electric companies I WOULD.

  

  Business Response

  Date: 07/16/2025

  
  Here are actions to take around your house that can help you save energy.
  
  
  Adjust your thermostat - Save up to 12% on your heating/cooling costs by programming a smart thermostat. In the summer, raise your air conditioner temperature to 78. In colder months, lower your thermostat to 68 to use less energy.
  
  
  Replace your HVAC filter - Replacing your furnace filter every 3 months can save you up to 15% and will help your furnace run efficiently. A dirty filter also allows dander, mold and dust to circulate throughout your home.
  
  
  Seal your home - Keep the heat and air conditioning indoors by caulking and weatherstripping your doors, windows, along molding and around electrical sockets and switches. Caulk, weatherstripping and window film kits are easy and inexpensive DIY options that can save you up to 30%.
  
  
  Change your light bulbs - Swap your incandescent light bulbs with LED bulbs and use 80% less energy. LED bulbs use less energy and are longer-lasting and are more durable than incandescent or CFL bulbs.
  
  
  Set your ceiling fan - Set your ceiling fan to rotate counterclockwise in the summer, so you feel cooler. Set it to rotate clockwise in the winter to keep the warm air from rising to the ceiling. These simple changes can help you save up to 15% on your energy costs.
  
  
  Use your grill - Grilling outside instead of using your stove not only helps you use less energy but keeps your home cooler. You can also save by using a small appliance, like an air fryer.
  
  
  Air-dry your clothes - Save up to 20% on your energy costs by not using your dryer.
  
  
  Grow some shade - Planting the right tree in the place can make a difference. Shade trees can reduce your energy costs by 30%.
  
  
  Use dryer ***** - Throw in reusable wool ***** rather than dryer sheets and cut your drying time nearly in half.
  
  
  Open your windows - When the weather is good, open windows on opposite sides of the room. This encourages efficient air flow and lets the fresh air in.
  
  
  Shorten your shower - Every drop counts! Shaving off just three minutes from an eight-minute shower can help reduce your energy spending and conserve water.
  
  
  Switch to cold water - Wash clothes in cold water on the eco setting if possible. Washing in hot water uses up to 85% more energy.
  
  
  Light up with LEDs - With LED bulbs, you can leave your porch light on and save energy. One LED bulb uses up to 90% less energy than incandescent bulbs. Thats a savings of more than $50 in electricity costs over the bulbs lifetime. They also last up to 25 times longer than standard bulbs, so youll need to buy fewer bulbs, another savings.
  
  
  Stock and save - A well-stocked fridge has less air to cool, so it doesnt have to work as hard. And be sure not to block vents or open the door too often. Your fridge wont work as hard, saving you money in the long run.
  

• Initial Complaint

  Date:07/11/2025

  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.

  This is the 3rd time in the last 8 years that *** communication has allowed someone to open an account using my name and social security number. My credit bureaus are frozen so I do not understand how they can do this. I have spent literally hours trying to resolve this. I have been transferred to so many different numbers that provide absolutely no help. I have waited on hold. I have been hung up on. I used the site **-verify.***.com. I sent all of the documentation requested and still nothing. They made me start all over again with the ** verification. I have submitter my info to **-verify.***.com 6 different times today on 3 different computers and I get an error message that gives no phone number to call to fix the issue. I am trying to get a car loan and having this on my credit report is keeping me from being able to do that.

  

  Business Response

  Date: 07/16/2025

  In reviewing the information, we do not reflect a balance at the address provided for this customer. It appears that this concern may be related to another company such as *** Communications as the customer has indicated in this complaint. It appears this complaint may have been sent to Ameren Missouri in error. 

• Initial Complaint

  Date:07/09/2025

  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.

  Tornado and outages have affected area for months . I want ***** credit to bill as compensation. Im a veteran I asked for assistance this is all I want

  

  Business Response

  Date: 07/16/2025

  Ameren understands there are many customers, employees,neighbors and friends that continue to be impacted by the May storms, and that there are several resources available to customers including:

   

  
  Assistance through United Way 2-1-1, the ************** and the Urban League of Metro **************, including assistance with storm recovery as well as temporary housing, food, clothing and essential supplies.

  
  Dollar More Disaster Relief provides up to $500 for those with active service impacted by the storm. Find an agency at: *********************************************************************************************.

  
  New Start Energy Relief provides up to $1000 to pay a past due utility bill if the customer was homeless due to the storm, including up to $500 credit. Contact a ********************* at *************************************************************************************************************************************

  
  Special Payment arrangements through August 2025 are additionally available for impacted customers. ********************** customer service is available by calling *************.

  
  Veterans Energy Assistance available year round for veterans and active duty military, up to $600 when the bill is past due.  Call 2-1-1 to receive assistance. 

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair 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.

  Our condo was hit by the recent tornado and is being worked on by a restoration company. At some point this afternoon, part of the power went out to the condo. The ** was not working. It briefly came back on and then stayed off. Going into the parking lot, there are multiple lines hanging low which was not there before. Fearing a phase loss of electricity, we contacted Ameren's emergency line at 1022 PM for further instruction. The responder was extremely strange and rude. She looked into our address and said the city of *** had flagged it given the recent damage. She would not give us any information on what to do with a phase loss, which was what we were really asking for, and just kept strangely insisting that she had to get off the line and we had to call the city of ***. We had zero instruction on what to do and details about what was happening. She just kept saying she had to go. We asked to speak with a supervisor and she hung up the call. It was completely unprofessional, especially in light of that being an emergency line.

  

  Business Response

  Date: 06/24/2025

  In reviewing the information, the complaint doesnt specify an associated address or account number. We have attempted to contact the customer with the phone number provided and left a voicemail requesting clarification,and for the customer to call back if they still need assistance.
  

  Customer Answer

  Date: 07/10/2025

  I spoke with Ameren and the complaint has been resolved

• Initial Complaint

  Date:06/16/2025

  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.

  AMEREN MISSOURI HAS DISCONNECTED MY SERVICE DUE TO NON-PAYMENT. MY ADDRESS IS AN "ALL ELECTRIC" UNIT, WITH NO GAS INVOLVED, AND THIS SPACE IS DEEMED "NOT LIVABLE" WITH THE ABSENCE OF ITS ONLY NECESSARY UTILITY. PRIOR TO SERVICE BEING DISCONNECTED, AN ***LICATION WAS SUBMITTED FOR ********** ENERGY ASSISTANCE AS WELL AS A CALL TO AMEREN MISSOURI TO DISCUSS PAYMENT ASSISTANCE OPTIONS NOT LISTED ONLINE. THE *** FOR ASSISTANCE HAS NOT BEEN ***ROVED OR DENIED AS OF THIS WRITING. DURING THE CALL, AN AMEREN MISSOURI *** CALLOUSLY STATED THERE WAS NO HELP AVAILABLE. IT WAS EXPLAINED THAT IN APRIL 2025, I RECEIVED AN ENERGY ASSISTANCE PLEDGE TO MY ACCOUNT. IN MAY 2025, AMEREN INVOLUNTARILY ENTERED ME INTO A PAYMENT ARRANGEMENT FOLLOWING THE PLEDGE AND SUBSEQUENTLY DEFAULTED SAID ARRANGEMENT WHEN NO PAYMENT WAS RECEIVED BY THE DATE LISTED. CUSTOMER WAS NOT NOTIFIED OR MADE AWARE OF THIS ARRANGEMENT. *** CONTINUED THAT PYMNT ARRNGMNTS ARE ONLY OFFERED ONCE FROM APR-NOV (A 7 MONTH PERIOD OUT OF 12) AND FOLLOWING ACTIONS MADE TO CUSTOMER ACCOUNT LAST MONTH, THE OPTION WASN'T AVAILABLE. KNOWING THAT THERE IS ALWAYS A SOLUTION TO EVERY ISSUE, I ASKED TO SPEAK WITH MANAGEMENT FOR A RESOLVE. THE *** STATED THAT NO MANAGER OR SUPERVISOR WOULD BE ABLE TO ASSIST, HOWEVER; IF A CALL BACK WAS DESIRED, A MANAGER WOULD TAKE SEVERAL BUSINESS DAYS TO COMPLETE THE REQUEST. FINANCIAL HARDSHIPS ARE APART OF THE **** AND FLOWS OF LIFE. THAT SAID, UTILITIES ARE A NECESSITY AND SHOULD ONLY BE DISCONNECTED AFTER ALL OTHER OPTIONS HAVE BEEN EXHAUSTED. I AM DISGUSTED BY AMEREN'S REFUSAL AND/OR INABILITY TO HUMANIZE, EMPATHIZE, AND ACCOMMODATE STRUGGLING CUSTOMERS. INSTEAD, ********************** FAVORS INTIMIDATION AND HARRASSMENT TACTICS IN THE FORM OF A.I. GENERATED EMAILS, TEXT MESSAGES, AND CALLS WITH REMINDERS OF PAYMENT'S DUE AND DATE OF SERVICE DISCONNECTION IF NO PAYMENT IS MADE. CALLS TO SPEAK WITH HUMAN AMEREN ***S HAVE BEEN EQUALLY DISHEARTENING. AMEREN ********; RESTORE MY SERVICE!

  

  Business Response

  Date: 06/23/2025

  In reviewing the information, a prior pledge was made and due to the pledge type, a payment agreement was set up with the pledge from the agency. The customer would agree to this process when completing the energy assistance application. A Payment Agreement Letter was mailed to the customer on 4/14/2025. The remaining balance was being divided into installments, but the arrangement defaulted due to a missed payment. The customer would have had the option to submit their disconnect notice to the agency for additional assistance. The customer had called on 06/13/2025 after service had been disconnected and there were no additional payment agreement options at that time. Payments have since been received and service was restored on 06/16/2025.

• Initial Complaint

  Date:06/12/2025

  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 April of 2025 Ameren contracted a 3rd party to come excavate our property to put in a new electric pedestal in our front yard. This 3rd party company did what they call Hydro excavation. Which uses 3000 psi of high pressure water to break up the soil. What this 3rd party company didn't know, because they didn't ask, was that there was a very fragile sewer pipe in the EXACT spot they were hydro digging. They ended up putting a very straight line crack in our sewer pipe that was on our property. THEN after weeks of phone calls Ameren convinced that company to replace the pipe section (although they say they still didn't hit it). Then they came out to uncover more of the pipe to fix, by using the same method... You guessed it, damaged even more of the 50 year old fragile pipe. That company then said the damage is on me. They didn't have to prove they didn't do it. Just word of mouth and "Trust me bro". Everyone I had looked at it including a knowledgable plumber said the damage was from them. Ameren did nothing. They sent me to their claims department and their claims department sent the claim to the excavating company because apparently if you contract work out it's not your problem. That is what we were told. Then within 12 hours case was closed under "Not our fault" no investigating or anything. The repair ended up costing north of $10k. We were having no problems with plumbing whatsoever until all this happened. I am also writing a complaint about the excavation company too but it would be nice if Ameren backed up who they contract with when that company screws up personal property. I was left with a muddy tracked up yard with boot prints and ruts from machinery and a HEFTY plumbing bill and a "sorry bout ya" from Ameren and the 3rd party.

  

  Business Response

  Date: 06/20/2025

  In reviewing the information, our records indicate ADB Utility Contracting was the contractor associated with this work. Based on a contractual agreement between Ameren and its contractors, Ameren is to be indemnified from all claims allegedly arising from the workmanship of its contractor. This damage claim was tendered to ***, the contractor, and upon review they determined the damage was pre-existing and denied the claim.       

  Customer Answer

  Date: 06/23/2025

  Complaint: 23460270
  
  I have reviewed the business' response and am rejecting it because:
  
  As a company that contracts out the company should still be liable for the damage caused by the company you hired. However, I am writing to ameren because *** is terrible to deal with and they are just going off the claim of trust me. They did zero investigation as neither did ameren. If you would have you would know that pipe was under a service agreement and snaked and had a camera sent through it every 6 months. Last was in September of 2024. We have bills to prove it. And after the damage occurred, only in the spots they dug up mind you, the plumber couldnt get an auger or a camera through because there was so much mud packed in there from the hydro digging. So much that it was going to eventually back into the house had we not got it fixed promptly. The plumber dug up on either side of the cracks and the pipe was fine where ADB had not touche. We have video and photos to prove that. I would suggest ameren talking to *** about how they handle their claims because of course they are going to say not our fault and ameren is liable for hiring a company that does damage on private property. 
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 06/30/2025

  In additionally reviewing the information a supervisor advised when this was being reviewed for boring in new conduit and cable, and while potholing and exposing underground utilities a damaged sewer pipe was found. ADB excavated using a vac truck. This is the safest process to not damage underground utilities. upon further investigation down from the original damage that was discovered the supervisor advised they kept finding additional damaged pipe. This reflects that the that the damage was preexisting. The claim was denied by *** as the damage was determined to be preexisting.

  Customer Answer

  Date: 07/01/2025

  Complaint: 23460270
  
  I have reviewed the business' response and am rejecting it because:
  
  They kept finding additional damage of course they did because they were causing it! Again, it was only damaged IN THE EXACT SPOTS THEY WERE USING THE ****** Thus proving they had to have damaged it. It was not preexisting, they, and Ameren wont admit fault. I get hydro vac is safe but you cant tell me its not 100% not going to damage a 50 year old brittle pipe that cracks when touch it. 
  the video shows the pipe was undamaged when excavated the correct way and not forcing ***** lbs of water pressure. Believe me, if it can break up mud and dirt it WILL break that pipe and it did. You need to work with *** to get this resolved or further action will be pursued. 
  
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:06/09/2025

  Type:Product 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 an electric heat pump which I use for heat only on months where temperature drops below 30 degrees. Electric is paid thru City of ********, **. I have to unhook the heat pump entirely and hook up the gas furnace system manually so the gas furnace IS NOT hooked up at all until I unhook the heat pump entirely and switch over to the gas furnace it does not change automatically.July 2024 - I signed up for budget billing. Aug. bill showed an extreme jump in gas usage (***** CCF) which I only have a gas stove. We are retired and only use the gas stove rarely, We do not have any other gas appliances in our home that would account for the jump in gas usage. I contacted Ameren to check for a leak which they did not seem interested in checking for any so I contacted a technician who found no leak on the stove which was the only appliance connected to gas at the time. Sept usage-71 ********* usage-146 CCF and Nov usage-****** CCF those bills came and the usage for these months were much higher than the previous months, whereby no other gas appliances were hooked up but the stove. During this time, my wife called and complained 6 times and they continued to give us the runaround. End of Nov, I hooked up our gas furnace to get ready for winter and contacted them, to check into the overbilling on our account and at that time they admitted something was wrong with the meter. They scheduled a replacement to be installed and sent out a tech the next week to replace it. I continued to watch our bill thru ************* usage was minimal at that time but the meter kept climbing. I contacted Ameren once again and told them to REMOVE THE METER ENTIRELY. The meters are not accurate and do not work correctly. I am now paying monthly to have my meter read. I called them 5 more times requesting correction to my bill for July - Nov and they continued to say it would be adjusted but only corrected July and Aug. I am requesting Sept-Nov corrections also of overbilling amou

  

  Business Response

  Date: 06/16/2025

  In reviewing the information, a leader more recently spoke with the customer on 06/10/2025 regarding the prior billing adjustments. After additionally reviewing the information, the leader agreed to issue a courtesy credit due to the frustration and confusion the customer had experienced. The credit was approved by a supervisor and was applied to the account on 06/16/2025.  

• Initial Complaint

  Date:05/07/2025

  Type:Billing 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.

  Ameren is for months now, trying to bill my company for a previous tenant and/or another tenant in the building. Now that we closed that business, they have attached the bill to another location of our business. I have called numerous times over the months and explained its not our bill. All of our bills are paid promptly. We dont miss payments. Ameren does not seem to want to do their due diligence and wants to leave the burden of proof on me the customer. Absolutely horrible customer service! I will never remove this complaint until Ameren does their job and finds out the true party that owes them money. Its not me or my company.

  Customer Answer

  Date: 05/07/2025

  Ameren has finally resolved this issue as of 05/07/2025 at 2:30pm cst. I do not have any further complaints.
  

  Thank You,

  *** ********