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:02/05/2024

  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.

  We own multiple rental properties and have the payments automatically deducted from AES when they are due monthly. We were not given "eligibility" for an auto-deduct for one of our accounts so we had to manually log onto AES and pay it from their site and from our bank. The system remembers your bank account from past payments and In December I issued a payment was for $41.97. I logged on last week to pay January bill and it shows that the $41.97 payment was returned by our bank. ? Not possible due to insufficient funds but I was given no reason. Called AES this morning and was on hold for close to an hour. Finally a representative told me that we were no longer able to pay online since we had a returned payment. Meanwhile 7 other accounts got paid from that same bank account. ? She gave me the last four digits of the account number and it appears as though that was the last four digits of the routing number. I am simply trying to expedite the payments as we do with the 7 other accounts. Now we are in some sort of detention with this account and AES claims we are not in good standing. I am disputing a late fee and a $15 return check fee that they are charging us.

  

  Business Response

  Date: 02/15/2024

  Thank you for the inquiry about
  our customer’s billing concerns. AES Ohio records show that our customer had a
  return payment in the amount of $41.97 that occurred 12/7/24. The reason for
  that return payment that occurred was due to customer advised not to authorize
  the return payment on 12/12/23. Due to this return payment, our customer was
  charged a return payment fee of $15.00 on 12/14/23.

• Initial Complaint

  Date:01/24/2024

  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 lights went out and stayed out for over 6 hrs so when i go to the job center to have my food stamps replace AES tell them that my life went out for only 20 in and it was due to them well who in hell was it ..... it was not my fault i did not go out there and turn the lights off when i call to report it the automate system info me that they know and was working to get it back on well that was at 10 or 11 i got home around 5 and my lights were still out a AES rep called me and said that you will have to go to your breaker cause yours did not come back on and she told me were it was and how to turn them back which i felt like was out of charter cause i could of had got shock i did not know anything bout turning my lights on but i was tired and cold and wee need it they were not going to send anyone out to fix the problem every body want a pay check but no one want to due the work

  

  Business Response

  Date: 02/01/2024

  Thank you for the inquiry about our customer’s outage
  concerns. AES Ohio records show that our customer did not experience an outage
  which AES Ohio had to rectify. Our customer experienced an outage because the
  main breaker outside located on the meter needed to be reset. Although our
  customer may have experienced a service interruption longer than 30 minutes, it
  was not due to AES Ohio equipment, it was caused by the customer’s equipment. Due
  to this, AES Ohio would not be able to provide an Outage Verification form.

  Customer Answer

  Date: 02/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  i do not care who was a faullt i would like for them to do in investgate and see how long my lights did stay out for AES is acting as if i am try to say that someone is the blame but its not i would just like to get it corrected with the job and family
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:01/03/2024

  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 recently had the displeasure of dealing with AES Ohio, and my experience has been nothing short of a nightmare. Over the course of 15 different calls, I have accumulated well over 10 hours of hold time, only to be met with unhelpful, rude, and unprofessional customer service representatives.
  
  From the outset, I found myself repeating my issue countless times, as if each call was the first. The lack of coordination and communication within the company is astounding. It's disheartening to feel like my concerns were falling on deaf ears, with no one taking responsibility for providing a solution.
  
  To add insult to injury, I was promised a resolution on more than one occasion, only to be left in the dark. The company has consistently failed to keep their word, leaving me frustrated and without a clear path forward. It's unacceptable to make commitments to customers and then disregard them without explanation.
  
  What's even more alarming is the blatant disregard for customer courtesy. I have been hung up on multiple times, a shocking display of disrespect for someone seeking assistance. It seems the majority of the staff is not only unhelpful but also exceptionally rude, making the entire experience all the more infuriating.
  
  Perhaps the most egregious issue is the attempt to charge me for a property I have never owned nor lived at. The sheer incompetence demonstrated by AES Ohio in handling basic customer information is staggering. It's not only an inconvenience but also a blatant disregard for accuracy and customer well-being.
  
  In conclusion, my experience with AES Ohio has been a perfect storm of inefficiency, unfulfilled promises, rude behavior, and erroneous billing practices. I would strongly advise anyone considering their services to think twice and explore alternative options to avoid the frustration and disappointment that comes with dealing with this company.

  

  Business Response

  Date: 01/03/2024

  We’re very sorry to hear that our customer had a bad experience with AES Ohio's Customer Service Center. It’s our goal to deliver the highest quality of service to all of our customers. Upon receipt, these concerns are noted to of been already addressed with the customer of record's fiancé ********* & an AES Ohio Customer Service Supervisor on 01/03/24. If there's any additional assistance we can help with, please feel free to let us know. Thank you. 

  Customer Answer

  Date: 01/04/2024

  
  
  Complaint: ********
  
  
  
  I am compelled to reject the provided response on the grounds that the matter remains unresolved, despite the assertion of a resolution. The current state of affairs does not bring us any closer to obtaining a definitive answer. The attempt to coerce payment for nearly a full month of service at an address where I no longer reside is far from a satisfactory resolution. This is especially disconcerting given the assurances provided by AES employees during multiple recorded conversations, assuring me that the bill would not be a cause for concern.
  Rather than evading the core issue or attempting to shift blame onto myself and my fiancée (*********), I am advocating for a genuine resolution, one that aligns with the verbal commitments made by several employees. The absence of accountability in this matter is apparent, and even when I raised the issue of being abruptly disconnected during a call, it was dismissed as a mere opportunity for training. I implore you to thoroughly review the documented notes and numerous recorded calls to facilitate the formulation of a bona fide resolution.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 01/04/2024

  Thank you for the follow-up regarding our customer's Customer Service concerns.  The Customer Service Supervisor had already noted that they reviewed every call concerning this matter before speaking with our customer on 01/03/24.  The Supervisor would have addressed any learning/training opportunities at that time.  If the Supervisor had to escalate to any coaching / corrective action, our customer's would not be privy to that information.  Again, we're sorry to hear you had a frustrating experience, and we really appreciate you bringing this to our attention.

   

  AES Ohio has already preformed a thorough investigation of the account. The account will be bill as advised / discussed with the Supervisor on 01/03/24. There is nothing additional for any other AES Ohio Customer Service Representative to do at this time. Thank you.

  Customer Answer

  Date: 01/04/2024

  
  
  Complaint: ********
  
  
       I am compelled to reject the
  presented response as it fails to address the underlying issue adequately. My
  primary concern lies with the evident ineffectiveness of the training and
  coaching methods employed, a matter for which I harbor no inclination to delve
  into the particulars. While your communication indicates a comprehensive review
  of every call, this assertion contradicts information provided to me yesterday,
  when I was informed of the existence of only three recorded calls. I possess
  both call logs and recordings that substantiate a considerably higher number,
  thus raising questions about the thoroughness of the investigation.
  
       Furthermore, the inability to locate one's own call
  records, despite a claim of a meticulous inquiry, is disconcerting. Notably, I
  possess a recording wherein an AES employee explicitly acknowledges the issue
  at hand and assures me that no charges will be levied for a service I did not
  utilize. This particular recording, among others, underscores the prevailing
  discord and inconsistency emanating from AES Customer Service Representatives
  and supervisors.
  
       In addition to the foregoing, it is imperative to convey
  my profound disappointment in the handling of this matter. Given the persistent
  lack of resolution and the evident discrepancies in communication, I find it
  necessary to emphasize that I am not averse to pursuing legal recourse should a
  satisfactory resolution remain elusive. I am prepared to take formal action,
  including the filing of a summons, and consult with legal representation to
  address the grievances stemming from this protracted and unsatisfactory
  engagement. I trust that this escalation underscores the gravity of the
  situation and underscores the urgency for a genuine and equitable resolution to
  be promptly reached.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:01/02/2024

  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 have owned apartments in the Darke, Shelby and Miami County area dorm the past 30 years and have had service with DP&L/AES for the whole time. When an apartment becomes vacant I had the apartments electric to switch into my name with a landlord agreement. Over the years and with the turnover at DP&L my bills would often get messed up by sending them to the apartment address instead of my home address. When this happened I wouldn't receive a bill and the bill would go unpaid until I would call and find out if I had any open accounts. I had a wonderful working relationship with a supervisor named ******* *******. I had a direct line for her and she had a phone number for me. Many times she would call me and say Mr. Scott we messed up another one and i would get it paid. But now since **** ******* has retired and AES has taken over the business has went in the pervebal shitter. Terrible customer service, lack of knowledge and today they ask me for a deposit. I need someone above the lower level supervisors to call me.

  

  Business Response

  Date: 01/12/2024

  Thank you for the inquiry regarding our customer’s
  account concerns. AES Ohio’s records show our customer’s account status changed
  due to the multiple late payments, which also changed the type of property
  owner agreement that is linked with our customer’s rental properties. Therefore,
  the service will no longer automatically transfer to the property owner’s name
  when a tenant calls to stop service, a letter will be mailed to the property
  owner to request the service to transfer into their name within three days or
  the service will be disconnected instead, in addition to a deposit being charged.

• Initial Complaint

  Date:12/26/2023

  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.

  We recently closed on a home with a service start date of 22DEC. I received a phone call stating that, due to holiday season, they will start service on 26DEC. 22DEC rolls around and the power is cut off. They tell me that it was the previous people who put in a termination notice, however, the seller showed us they put a request on 27DEC. Technically, the power should still be on AND in the sellers name till at least the 26DEC.
  
  My realtor called, the sellers agent called, the seller called, and finally, I called. AES will NOT send someone out to remedy this issue. They have NO ONE working on 22DEC. I find that hard to believe or at the very least, unacceptable. 25DEC I understand but 22DEC? No way.

  

  Business Response

  Date: 01/08/2024

  Thank you
  for the inquiry about our customer’s new service concerns. Our customer
  contacted AES Ohio to open a new account on 12/18/23 for either 12/21/23 or
  12/22/23. The AES Ohio representative agreed to the date of 12/22/23 and
  scheduled the opening date for that day inadvertently, although AES Ohio was closed
  that date in observance of the Christmas Eve holiday. The AES Ohio
  representative later contacted our customer on 12/21/23 and left a detailed
  voice message advising that due to scheduling his original service order on a
  holiday, the service order would be scheduled on the next available day of
  12/26/23 instead. Regrettably, the service was disconnected on 12/21/23 at
  approximately 4:06 pm and on 12/22/23 our customer was correctly advised that
  no service technicians were available for new account orders as AES Ohio was
  only open for emergencies including outages until 12/26/23. AES Ohio acknowledges
  that being without service can be inconvenient and we apologize for any difficulties
  that this error may have caused and the appropriate steps to ensure this error
  does not occur again has been taken. 

• Initial Complaint

  Date:12/18/2023

  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.

  December of 2023 , which hasn’t been paid yet, AES, put $ 71 on Januarys bill plus $5.51 of which hasn’t been paid of $77.49 in December. They messed up big time and adding this to januarys bill. First time this has happened ,someone messed up on my bills. If someone puts in something wrong in a computer or business system , then it spilts out actually what they put into it.there saying that they have to do this, even if it’s $1.00. Really! Wrong . Their website for my bill as you see , to me sounds like a threat because one I did not pay my dec bill yet when I made two $ 35.99 and it’s on January’s bill so someone is doing wrong. Still Dec
  There making up excuses, they all told me that I have been paying my bills and my usage has been sable, staying down. This tripled not in 30 days, someone is coming out to investigate but t I know what’s gonna happen. They would find anything and I’m stuck. Here’s December bill and Januarys bill which is wrong. They’re doing something wrong and please help me or leaves me no choice but to do this in another way and I really don’t want to. I will let y’all know what is said because I’m taking pictures. Thank you for listening , hope you can help me solve this with a supervisor / manager. Sincerely, Miss ****** ******* Need this refund back, other is not option ! I would like this fully investigated when they say I’m paying my bill and don’t let them say while compared to last January, it’s December ????there saying I’m behind, their wording this warning as a threat which I don’t take lightly. Please help ! Their delivery fee was in December $35 something so it increased by $35 ???????wow and yet their announcing in January there’s a increase which they gave me, I’m just blown away why they did this and they act like they didn’t know. Yeah, okay ! So now I have to find another delivery electric company which there is. I believe this is fair refund because of their mistake. Period !

  

  Business Response

  Date: 12/26/2023

  Thank you for the inquiry regarding our customer's billing & payment concerns.  Our response is as follows:

  The bill that mailed in November 2023 was for $77.49. 

  Two payments of $35.99 posted to our customer's account (*Please note, AES Ohio assumes that when a payment is made by our customer that it will be a good payment that will not be returned or disputed so AES Ohio applies the credit to the total account balance even if it's still processing between banks and the physical funds haven't been received yet). 

  This brings the total account balance to $5.51 remaining. 

  One of the $35.99 payments were returned, so it gets added back to the total account balance, $41.50.

  The bill that mailed in December 2023 was for $187.09 for that one month's usage alone, making the total account balance $228.59.

  (To recap: $77.49 Nov. bill - $35.99 paid - $35.99 paid = $5.51 + $35.99 returned payment  = $41.50 + $187.09 new Dec. bill = $228.59 total account balance)  There have been no errors found by AES Ohio concerning our customer's billing & payments. Anytime a payment is past due, a notice will come up on the MyAES portal to make sure our customer is aware that a past due balance may become subject to collections &/or deposit being charged (though neither has happened for this customer at this time).  It is intended for our customers to take this warning seriously as it is a serious matter. 

   

  In regards to our customer's usage concerns: Please understand, AES Ohio is only responsible for ensuring that the metering reading is accurate & is not reponsible for what within a premise is consuming / using the electricity.  It is normal for the usage in this home to increase this much in the winter as it's all-electric heating. Our customer is actually doing better / using less this year (2023) than they were last year (2022).  Our customer can reference their own personal electrician for an energy audit.  Weatherization Tips can be found online & through the AES Ohio website ***********************************************
  
  On each bill statement, our customer can see where they can review the rolling year & compare their usage between this year & last year:

  10/17/22 - 11/11/22 = 571 kWh   compared to   10/17/23 - 11/13/23 = 490 kWh

  11/11/22 - 12/13/23 = 1,524 kWh   compared to   11/13/23 - 12/13/23 = 1,307 kWh

  12/13/22 - 01/17/23 = 2,331 kWh   compared to   12/13/23 - 01/16/24 = To Be Determined with 01/16/24 Meter Reading

• Initial Complaint

  Date:12/15/2023

  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.

  this has been going on since oct 6, 2023. the aes 0hio tech jumped my fence to replace/exchange a meter. i have been talking to ******* who seems to use ever excuse in the book to be off and when she returns from her absence nothing has been accomplished and my concern is passed and swept under the rug. ******* had people she was supervising to help with the situation and they bailed on her. that tells me something. then there is derrick who claims to call me, which he does. but if he does not get a human answer he hangs up without leaving a message. then he goes into my account and notes how and when he calls. that is not trying to get in touch with someone. if he is able to get into my account he can easliy look for more ways to contact me. he can mail a letter with his concerns to my problem. i have offered to exchange emails or set up a good time to schedule a talk together. don't say that you have been trying to call me and hang up and you don't leave a message. that is a cop out and very cowardly. i have asked for him to leave a number where i can reach him. it seems he doesn't want to resolve the situation, you are scared, you don't know what you are doing or you were wrong for the actions taken on my property. i want someone who is capable and willing and wants to help a aes customer get an answer to a simple question. how does a aes tech change a meter. folks i have calling the customer service number on my bill faithfully to get this matter resolved. nobody is giving up any answers. they have dropped the ball. it should not take this long to get a answer. someone please help. how does a tech exchange a meter.

  

  Business Response

  Date: 12/27/2023

  Thank you for
  the inquiry about our customer’s AMI meter exchange experience. Our customer has
  not provided evidence for what she claims occurred that on that day. Per the company
  policy due to the high safety risk and it being strictly prohibited, the
  technicians will not jump a fence to exchange a meter. AES Ohio’s meter exchange
  representative has attempted to contact our customer multiple times and the
  calls have not been returned. Customers who have a concern are closely worked with
  by phone calls to resolve their issue and the customer returns the calls when a
  message is left for them. When the AMI meter exchanges occur, the technicians
  are asked to attempt to notify the customer on site that they are there and
  explain what they will be doing, hand the customer or leave a door hanger with
  some AMI meter information on it, then to proceed to the meter location, cut
  the seal, remove the lid, inspect the service/socket or any defects or
  potentially hazardous conditions, seeing no hazardous conditions, proceed to
  jump/bypass the service if safe to do so, remove the old meter and set the new
  meter, record all of the necessary info, remove the bypass jumpers, secure the
  lid back and seal up the service and then proceed to leave the property leaving
  anything they encountered how they found it, including; gates, obstructions
  etc.

  Customer Answer

  Date: 01/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response :how can you sit behind your desk and computer and type and and send such lying trash.  whoever you are you do not have a clue of what  occurred.  if you read my notes in my account and had talked to this so called ami tech you would have your evidence.  now i have to spoon feed it to you to get a resolution.  reach out and read my original bbb complaint of the people i have mentioned and talk to them.  there is your so called evidence.  since you don't have the sense to do that, your can only write gobblygook from your computer.  this has been going on since oct 6 2023.  on this day when i arrived home there was a aes hanger on my doorknob saying that my meter had been changed.  how did they get in to change it.  there was no personal human contact, no phone call.  you seem to know how many and the multiple times they tried to contact me.  that is a bear face bold face lie.  ******* who caved and bailed out and dropped the ball  passed this on to derrick who was not competent to handle the situation.  the "contact"  can mean meaning things now.  he did not contact me because i did not respond back to him.  so that is a false statement.  contacting can take many variations.  until the situation is resolved no contact was taken place.  he NEVER NEVER NEVER NEVER NEVER left a message or a phone number to where to contact him.  he did not even attempt to use other contact outlets, emails, mail, etc, etc.  so to say that he tried to contact me multiple times is really stupid, because nothing got resolved and no voice to human voice was ever made.  i believe he would call, got the machine and just hung up.  ask the lying coward. i was not notified in any instances before the exchange took place. NOTHING  NOTHING  NOTHING.  the exchange procedure for changing my meter was not conducted according to your procedure/policy as stated in your bbb response.  the police and i want to know how he got into by gated,locked fenced back yard to change meter.  he did not leave my property as he found it.  my lock on my gate was dissembled.  when you are ready to come up with some decent evidence and answers, do a long investigation and research and some enegetic time regarding this manner,  we can get this resolved and answers will be revealed and this wil not happen again by techs you hire who go against your procedure for changing meters.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 01/12/2024

  Our customer has made contradictory claims that AES Ohio accessed her yard by "jumping" the fence & also "dissembling" the gate lock to get past the fence.  AES Ohio has found no proof towards either claim regarding our contractor's actions that day.  AES Ohio is happy to investigate our customer's claims farther when our customer provides proof/evidence of whichever claim she chooses to proceed with.  Our customer can submit their proof by email at [email protected]. Until evidence is supplied, AES Ohio has performed a thorough investigation of this complaint and are closing this case.  We thank you for your understanding in this matter. 

  Customer Answer

  Date: 01/18/2024

  
  
  Complaint: ********                WHAT PROOF DO YOU HAVE AES AS TO HOW YOUR CONTRACTOR GOT INTO MY GATED, FENCED LOCKED BACKYARD WHERE MY METER IS LOCATED.  ANSWER THAT.  ANSWER THAT.

  IT IS NOT CLOSED, THIS COMPLAINT, UNTIL YOU ANSWER THIS VERY IMPORTANT PROOF WORTHY QUESTION.
  
  
  
  I am rejecting this response because: thank you.  aes  i will be most happy to provide evidence, proof whatever you need to support my claim, once and only once when YOU ANSWER this one very very very simple investigative question which has not been answered.  this matter cannot be closed until you tell me please:  HOW DID THE CONTRACTOR ENTER MY BACKYARD TO SWAP METERS WHEN NO ONE IN PERSON WAS AT HOME AT THE TIME TO ACCEPT HIM?  simple pimple folks.  answer this question and proof, evidence will be provided.  you have not fully investigated this concern without having this question answered.  no one talked to this contractor.  you all did not follow the proper procedure and you know it.  *******, said when i talked to her that you all were supposed to call and let customers know that they were going to be exchanging meters.  ******* also said that customers were also to receive a letter letting us know of the switching of the meters.  i received nothing.  ******* also said that they were to knock on the door, call at the time they were in the process of changing the meter.  ******* said that aes had problems with sending out the letters.  BBB how can they, aes take the initiative, and claim that this matter is closed without my response in 10 days.  the gall and the insensitivity.  i am not finished until i get an answer:  how did the contractor enter my backyard on 10/6/23 to change meter?  i want an answer i deserve an answer.  this matter is not closed until i say it is closed aes.  own up to your screw up and stop proctecting your contractors.  in my opinion they did not follow procedure.  read above what ******* said you were supposed to do for procedure and read my notes in my account.  TAKE THE TIME.  IT IS IMPORTANT TO THIS CUSTOMER.  IF YOU DON'T HAVE THE TIME SEND ME TO ANOTHER ENTITY LIKE PUCO  OR ANYBODY THAT HAS THE TIME.  WHAT DID YOUR CONTRACTOR DO AT 122 MOUND STREET ON OCTOBER 6, 2023 TO PROCEDE WITH THE CHANGING  OF MY METER AT MY HOME.  NOBODY WAS HOME TO LET HIM IN THE GATED LOCKED FENCE AND BACKYARD?

  HOW DID HE GET IN THE BACKYARD.  ASK HIM, QUESTION HIM. ONLY PROOF I HAVE IS THAT THE BACKYARD WAS GATED, LOCKED AND FENCED IN WHEN HE CHANGED THE METER.  WHAT PROOF DO YOU HAVE HOW HE GOT IN MY BACKYARD.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:12/11/2023

  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.

  Someone called in to request new service at my current address. AES then closed my existing account. I didn't know this until I didn't receive any bills so I called them. They started another account and placed me with another energy supplier at a higher rate. I tried to re-enroll with other providers but it kept getting declined because they said my new AES account wasn't active. After some time and repeated phone calls to AES my account was finally active and I re-enrolled with another supplier. Thought I was good to go at this point but now I got a letter from AES stating I requested the enrollment to be canceled and I would keep my current energy supplier. I called in about this today and the representative hung up on me when I started to explain my situation.
  
  I want AES to credit my account with the amount I overpaid for using another supplier as opposed to my old supplier with a lower rate. There was no fault on my part and I want this issue to be resolved as soon as possible.

  

  Business Response

  Date: 12/20/2023

  Thank you for the inquiry regarding our customer's supplier concerns.  It is correct that someone applied for this address in error, thus closing this customer's account (both with AES Ohio & their elected supplier for that AES Ohio account).  Once AES Ohio became aware, our customer was worked back into the property as quickly as possible. 

  AES Ohio was still in the process of working the supplier IGS back onto the account at the time that AEP's enrollment (11/13/23; effective meter read date: 12/12/23) which did make it so AES Ohio had to "cancel" AEP to finish working IGS back in (effective read dates: 09/11/23 - 12/12/23) & then AEP has to be re-worked AEP onto the account (work-in currently in progress ; effective read dates: 12/12/23 - ongoing).

  These situations can take time to be manually worked & completed due to the workarounds & approvals happening during the auditing process.  We apologize for any inconvenience or confusion while this is being completed. Our customer's patience is much appreciated. 
  

  Thank you. 

  Customer Answer

  Date: 12/27/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:12/06/2023

  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 received a disconnect notice which stated I needed to pay $444.51 by December 4th in order to avoid disconnect of service. I paid the 444.51 on the evening of December 4th. The morning of December 5th I called AES first thing in the morning to report my payment. I spoke with a representative who said she had the disconnect notice canceled and my service would not be disconnected. Later on that day,I left the house for a few minutes to get my kids from school. When I got back home, my service was disconnected. I called and now they are saying I need to pay another $200 to have the service cut back on when it should have never been disconnected in the first place. Now I am sitting in the car with my kids locked out of my house in the freezing cold because my locks and garage is electric powered. The AES representatives are really rude not compassionate and basically said o well the only thing they can do it coach the representative who gave me incorrect information but that does nothing to help me and my kids who will be sleeping in the car tonight.

  

  Business Response

  Date: 12/07/2023

  Thank you for the inquiry regarding regarding our customer's disconnection of service for delinquent payment.  It is correct that if paying after-hours the day their disconnect notice is due (as this customer did), they need to report their payment to a Customer Service Representative (CSR) the next morning (the day of disconnect).  The CSR will then send a page to the technician in the field advising that payment's been made & it's OK to pull the disconnect order.  Please note, pages are not a guarantee that the order will successfully be pulled as CSRs are not directly editing a technician's list that they are dispatched with each morning.  CSR are trained to include "no guarantee" phrasing to the customer at the time they send the page & we apologize that the CSR skipping this phrasing gave our customer a different impression.  AES Ohio has taken this as a coaching opportunity to remind the agent of the importance of this wording to ensure optimal transparency with our customers.   

   

  Our customer paid their remaining about to reconnect services that same day & service was successfully reconnected that evening. 

• Initial Complaint

  Date:11/13/2023

  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.

  On oct 17 aes came to my house and disconnected my power bc they say we was pass due and when the guy was here to disconnect it I even afford to pay him the 200 in cash and he refused and still shut my power off. We did not get anything in the mail or nothing to indicate we are getting disconnected. Then we called rite away and paid the bill and then they refuse to come back intell the next day to turn back on. I have a 2 year old daughter that had to go with out heat and my wife witch works from home had to miss 2 days of work now
  
  Ps. The account is in my wife’s name Megan Bingamon so nice try

  

  Business Response

  Date: 11/28/2023

  Thank
  you for the inquiry about our customer’s disconnection concerns. AES Ohio records
  show the service was disconnected on 10/17/23 at approximately 3:10pm, due to
  the past due amount of $180.03 not being paid on 10/12/23 by 5:00 pm. The disconnection
  notice was mailed to the service address on 09/28/23.  The ACH payment of $346.39 was submitted on 10/17/23
  at approximately 3:36 pm which is after the deadline of 3:00 pm for service to
  be restored on the same day. As indicated on the pink disconnection notice any
  payment notifications after 3:00 pm will automatically schedule the
  reconnection request for the next business day. AES Ohio successfully reconnected
  our customer’s service on 10/18/23 at approximately 2:56 pm. We encourage all
  AES Ohio customers to always have a back-up plan in place if a disconnection
  occurs for non-payment to keep everyone safe.