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Business Profile

City Government

Cleveland Public Power

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Cleveland Public Power's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 18 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/21/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Even though I have been keeping up with payments I happened to be a couple weeks behind on 1 payment and this company disconnected my service in negative degree weather I am located in Cleveland Ohio where the weather gets really bad and cold

      Business Response

      Date: 02/24/2025

      Unfortunately, we had no record of this person being a CPP customer prior to 02/13/2025. Power is on at premise as of 02/18/2025.

      Customer Answer

      Date: 02/24/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      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. 



      Regards,



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




    • Initial Complaint

      Date:01/13/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      On January 9th I received a notice on my mailbox that if I do not pay my outstanding bill my power will be shut off in 5 days. I have had my bill set on autopay so that it gets taken care of automatically. I checked my account balance and it was $0.00, so I’m assuming it was paid? I have tried to call numerous times and I cannot get passed the operator. Every time I sit on hold for 10minutes and then it restarts from the beginning. I have been trying to get in contact with them regarding my account to ensure everything is paid and taken care of but I haven’t been able to get in touch with anyone and I’m nervous they will just shut my power off. If there is anything you can do to help I would really appreciate it.

    • Initial Complaint

      Date:09/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      A drunk driver crashed into a light pole located in the front of my home on July 13, 2024. The pole is really large and was split in half. The pole has been sitting on my lawn ever since the accident. I have reached out to Cleveland Public Power on numerous occasions. Each time I call, they transfer me to a dispatcher who says that someone will be out to address the situation. I have not received a call back or any correspondence and the pole remains in my front yard 2 months later. Initially when the accident occurred, Cleveland Public Power came out to assess the situation. The wires which were connected to the pole are now hanging and attached to neighboring trees. I reached out to the City of Cleveland, they said that the pole is managed my Cleveland Public Power. The pole is large, spanning from my neighbor's driveway to my driveway.

      Business Response

      Date: 09/26/2024

      I was able to call the customer and she verified that the pole was removed, replaced and that she tried to go in and update the BBB but she could not locate the original complaint. The issue is resolved.

    • Initial Complaint

      Date:06/28/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      CPP continues to bill me at my previous address ****** ******* apartments despite me no longer living there and following their ending service policy. I have been billed 4 additional month

      Business Response

      Date: 07/22/2024

      Response taken over the phone by BBB staff MN

      Business states they have made an adjustment for a stop date of 5/3/24 and the customer has the updated billing.


      Customer Answer

      Date: 07/22/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      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. 



      Regards,



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




    • Initial Complaint

      Date:02/06/2024

      Type:Billing Issues
      Status:
      Answered
      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 power was cut off due to non payment. The company is paid through a 3rd party (****). I had to come outta pocket $175 just to reactivate my service. I was told I was giving a “emergency cut on” because someone in my house is on a breathing machine. I was lied too multiple times and when asked to speak to a supervisor everyone hung up the phone.

      Business Response

      Date: 02/06/2024

      Hello,

       

      I would like to apologize if Cleveland Public Power has fallen short of your expectations. We strive to provide world class customer service to all of our City of Cleveland customers.

      Unfortunately, we do not disperse refunds.

      Thank you,

       

      Dury ********

      Assistant Manager,

      Cleveland Public Power, Customer Call Center

    • Initial Complaint

      Date:01/04/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 was a customer of Cleveland Public Power (CPP). I switched providers at my home during a reconstruction/ addition project in November. I need equipment from CPP removed so I can continue with my home project. I have called over a dozen times and left over a dozen messages without any return calls or scheduling to remove the equipment. My first call and message was on Dec 8, 2023. Since, I have left 2-3 messages per week. The messages have been left for Andre Miller (216-664-3922, ext. 76241) and Karla (216-563-7238). The lack of response is significantly impacting my home project.

      Business Response

      Date: 01/12/2024

      I was able to make contact with the customer and get the customer to the correct contact and phone number. Although the complaint is not intended for the customer care department, the demo department and andre miller handled the customer complaint.

      Customer Answer

      Date: 01/18/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



      The HR department was very helpful in connecting me with Mr. ******. However, the result of my conversation with Mr. ****** was I will be contacted by another representative to set up an appointment. I have not yet received a phone call to set up this appointment nor have I had the appointment. I will not considered this issue resolved until I have had this appointment and scheduled for removal.



      Regards,



      ******* ****









       

      Business Response

      Date: 01/25/2024

      Good afternoon,

       

      Yes, Andre ****** from the Sales and Marketing Department followed up with the customer.

      Please feel free to contact ***************

       

      Thank you,

       

      Dury

      Assistant Mangaer,

      Customer Support Center

      Customer Answer

      Date: 01/31/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and will close the case. I was put in contact with Mr ****** but nothing happened after that. I have found alternatives for my project and was forced to move on. I contacted CPP over a dozen times (thank you for your help for finally getting a response) and they never contacted me to address my concern. 



      Regards,



      ******* ****




    • Initial Complaint

      Date:12/13/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Cleveland Public Power is gouging people out of money poor customer service was put on a payment plan the payment plan is 202 dollars they also want you to pay current charges with payment plan so that comes to 300 dollars my wife payed the payment plan cause that’s what they said needed to be payed today they come cut lights off cause she wasn’t aware she had to pay current charges too she goes to pay the 105 dollars and they tell her she can’t now it is 458 dollars do we scrap that up pay it and now we paid 660 dollars in a week they tell her now she on a payment plan for 109 dollars she ask for balance they tell her 600 dollars my bill was only 900 so that should have left it around 300 dollars here’s the catch our bill we were told generates on the 20 th of the month but for some reason today December 13th the bill generated out of no where while she’s there in their face paying all this money I need someone anyone to look into their practices cause something isn’t right thank you . Also I have children in our home little kids it’s 37 degrees outside they act like the don’t have the capabilities to get someone out in a respectful manner of time to cut your power back on but can come sneak and cut it off I have never been through this they don’t treat customers right .

      Business Response

      Date: 12/14/2023

      Cleveland Public Power's policy to restore services is within 24-48 hours. In most instances, it is restored the same day, however, it can take up to 48 hours.

       

      Thank you,

       

      Dury R*******

      Assistant Administrator

      Customer Care Department

    • Initial Complaint

      Date:11/15/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      On November 10th, 2023 I contacted my electricity provider find out the amount required to be paid to restore electricity service. I was told due to the winter months I can make a payment of any amount and it would qualify for service restoration and the remaining payments would be divided over 6 months. I contacted the utility company on Tuesday November 14th to make payment and was told that they company has merged two bills for my two family home and they now require a payment in full of $1500 in order to restore service to on the residence. My husband and I are currently going through a divorce and we have a young child in the home and no where to go. Services were active on the lower unit until yesterday. Our entire home is now without power.

      I made a payment of the only funds I have available in the amount of $209.02 on 11/14. We are not asking for any fees to be paid waived we are just asking for payment arrangement so that our family isn’t displaced we have no where to go.

      Business Response

      Date: 12/05/2023

      After review of the account, the customer already paid the $1,025.00 on November 17, 2023 tor restore the service. The bill is current at this time. No disconnection is pending.

       

      Dury ********

      Assistant Manager

       

    • Initial Complaint

      Date:11/15/2023

      Type:Billing Issues
      Status:
      Answered
      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 overcharged me by about $302 for days when I was on a different continent, to wit - Europe. I have the itemization at home. I can send it later. They did not accommodate my asthma. If the electricity is off, the furnace is off. If I breathe cold air, I can have an asthma attack. They'll be liable if I have an asthma attack. Further, they sent someone from the ghetto to threaten me on my own property around October 27th. I didn't like it AT ALL. I am not paying for fraudulent charges. I unplugged everything before I went out of town. My passport shows I was in Greece and NOT in Cleveland. Now how did they come up with $302 worth of charges for that period when I was abroad? How did that happen? They're corrupt.

      Business Response

      Date: 11/17/2023

      I reviewed the customer's account and called the customer. I left a voicemail and sent an email giving the customer details regarding his usage. The usage on the account is accurate because all of the reads for the past year have been actual reads, the customer has not had any estimated reads. The customer has my contact information if he would like to discuss his bill any further.

       

      Dury R*******,

      Assistant Administrator

      Customer Answer

      Date: 11/17/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.




      [They left a message saying that the meter reads were accurate. I beg to differ.  I was in Europe from September 2, 2022 to March 8, 2023.  Then I went to Chicago for a few days to visit sis.  I was not in Cleveland in this timeframe.  I came back to Cleveland on March 11th 2023. So it's actually IMPOSSIBLE that I used electricity because I was out of the country.  I did not authorize anyone to enter my house at ANY time.  I did not authorize anyone to use my electricity at any time.  So, they'll have to eat the fraudulent charges because I am not paying for electricity that I did not use nor authorize.  I know a lot of people both in Europe and the States.  I'll tell them how CPP had the gaul to overcharge me by $300 when I was out of town.  They're out of luck.  I'm not paying for fraudulent charges that I did not authorize.  I am the only owner of the house.  I am the only person that can authorize use of electricity.  ]



      Regards,



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









       

      Business Response

      Date: 11/20/2023

      The dates in question were reviewed and each billing cycle, the meter was read. Cleveland Public Power did not estimate any reads on the dates in question. If you have electricity services on, a bill will still generate. If you would have disconnected the lights while you were gone, you would not receive a bill at all.

       

       

      Customer Answer

      Date: 11/20/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.




      [If I travel to Europe again, I will be sure to tell the power company to turn everything off while I'm gone.  I didn't understand how I could be billed when I wasn't in the house.  From what I gather, these are automated charges that generate even if I'm not in the house.  The next time I go to Europe, I will tell the power company to turn everything off when I'm out of town.  This time I was out of town due to an earthquake and I left in a hurry.  Next time I will tell them to switch everything off.  Now, I asked someone to lend me about $390 to pay down the bill.  They haven't sent me the money yet.  If they don't send it, I will just get an extra job to pay this down. To assist us in bringing this matter to a close, we would like to know your view on the matter.]



      Regards,



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









       

    • Initial Complaint

      Date:09/15/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 our lights turned off on Tuesday September 12, 2023. We was told we had to pay 682.79 and we paid that on Wednesday September 13, 2023. I am most concerned that every time I call the CPP and each representative gives me a different price. we was told we owe 2,439.83 we paid 1, 174.00 on July 19, 2023. We had a HEAP visit on August 10, 2023 and was told HEAP will pay 800.00 on bill , then our lights was cut off and we was told we have to pay the 682.79. and still owe 682.78. for July and August we only use 99.00 of lights, there is no way we should still owe 682.78. at this point I should have a credit. I am not getting a straight answer. I have paid this bill it should be in full and will risk them shutting off lights again and this is not allowing the other bills to be paid, with this light shut off lost all food. the total paid should be 2, 656.78 the bill would have been around 2,600.00. I know this should be a zero balance.

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