ComplaintsforAES Ohio

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had AES out on 10/30/23 fix a partial outage at my house and when they came I was told that they couldn’t find a problem on their end and to call an electrician because it was something inside my house. I had an electrician out on two different occasions but they didn’t find any problems on my end or anywhere in my house. I dealt with having an off and on partial power loss for 4 months before AES finally figured out that the transformer was faulty and replaced it. I was unable to run my furnace all winter and had to use electric heaters on the part of the power that actually worked. I also have a well so therefore I also didn’t have running water for 4 months. I had outrageous utility bills all winter and when I reached out to AES today explaining that I don’t feel I should have to eat this cost they told me it was my breakers. Really? Wow! I had to have AES come 4 times for the same issue every time. I never changed out any breakers or had to fix anything in my home. The problem was never resolved until they fixed the transformer two days ago.

  

  Business response

  03/19/2024

  Thank you for the inquiry regarding our customer service concerns. On 03/05/24, AES Ohio responded to a partial outage by replacing the connection at the transformer.  AES also determined the transformer should be replaced due to a loose bushing that was changed & age.  The transformer & pole were being planned for replacement as of last week. On 10/30/23, the outage reported to AES Ohio was for an “all out.” AES Ohio found power on with good voltage at the meter so the call was completed as “okay on arrival” since the customer actually had power. AES Ohio responded to a partial outage reported on 12/23/23 when the lineman diagnosed the problem as a breaker issue. None of these issues would have affected the billing. Thank you.

  Customer response

  03/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: I wasn’t home when I called in October it was a partial outage no full power outage. Also I never had a breaker issue and the lineman never looked at my breakers or even spoke to me. I wasn’t even home when he came out so please explain to me how you determined that there was a breaker issue? That is something you just made up lol so I would like to know what proof you have of my bad breaker issue! I still have the same breakers and I had an electrician test them. There were no issues with the breakers or anything electrical inside my house, but the issue wasn’t resolved until the transformer was fixed? The issue was the neutral line coming off the transformer. It was loose causing intermittent power loss off and on all winter. It really doesn’t matter because you will never admit to providing less than adequate service that cost me double money and hardship on my family all winter. You screwed me over and you know it. It’s just bad business on your part for not investigating further and finding the issue sooner. It is what it is your full of crap and I got screwed. Thank god I took off work this 4th or 5th time I called you out so I could force your worker to check everything otherwise he would have just left too and not fixed anything and made up another lie about breakers! You people a joke! No one will even speak to me on the phone about this whole ordeal. Terrible customer service!
  
  
  ******* ********

  

  Business response

  03/26/2024

  Thank you for the follow- up inquiry regarding our customer service concerns.  An AES Ohio Line & Field Operations Lead spoke with our customer last week to ensure she understands her service issues.  If our customer would like to continue their dispute, they may final a claim at ***************************************  Thank you.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over the years aes ohio has been coming to my house to work on the pole behind my house and has torn out my fence to drive the heavy equipment in my back yard the only way to my knowledge is to tear out my fence and put it back in well it has come out of the ground now badly. I did not know who to contact and on 1/25/24 there was an outtage and they drove the equipment back again and cut down the limbs to get up on the lines to fix the outtage and left debre they cut down. i filed a claim for an estimated $1800.00 they denied me. they said the lineman stated it was extreme disrepair and that is true because they did it over and over again whenever they has to cut down limbs and get back there to work on lines and pole. I gave them pictures and an estimate of damages. All i want is my gate and fence repaired. Thanks I wish i knew who to contact back then i just so happen got the information on who to contact. I live alone and have no kids and there is no way that fence would have gotten torn out like that. I am 61 and living hear for 20 plus years

  

  Business response

  03/20/2024

  An 01/24/24 outage prompted our customer to file the claim as AES Ohio did access the property.  The technician explained when AES Ohio showed up there were no proper fence posts supporting this fence and they were rusted off and broken at the ground. AES Ohio found the fence in the same condition as the photo sent in by our customer, leaning and balanced on a metal rod on one side and balanced and not attached on the top rail of the fence run perpendicular. Note the other fence run is coming down as well. The chain link is no longer attached to the top rail and you can see the support posts have come out of the ground. 
  
  Our customer has provided no other information of when the fence was damaged or photos or any other proof. Although it is apparent that the fence has been getting damaged over a period of time, there’s been no evidence provided showing that the long-term damage was done by AES Ohio. It seems the fence has not been properly maintained and has deteriorated over a period of time.
  
  Per AES Ohio’s Claims Supervisor:  Upon receipt of our customer’s request for reimbursement AES Ohio investigated their claim involving their property. On January 24, 2024, our customer experienced an outage due to a damaged transformer. Crews immediately responded to troubleshoot the issue, the transformer was replaced, and power was restored on January 25, 2024. Our customer claimed that our crews damaged your fence while accessing your property. After speaking with the linemen involved, it was noted before accessing our customer’s property that our fence was in extreme disrepair and was improperly installed. AES Ohio crews took care to move the remains of the fence to access our damaged equipment and put it back in place when they left. Because the fence was beyond it’s useful life before AES Ohio arrived, AES Ohio cannot be held responsible for the condition of your fence. While we sympathize with the cost and inconvenience our customer’s experience, AES Ohio is unable to approve their request for reimbursement.
  
  .

  Customer response

  03/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I want to talk to someone at aes Ohio because they seem to not understand my claim. ************ or cell ***********
  Sincerely,
  
  ***** *******

  

  Business response

  03/21/2024

  If our customer has additional evidence to provide the AES Ohio Claims Dept. for farther consideration, she may fax (************), email (*********************), or mail (AES Ohio Attn: Claims Administration **** *** ****** ******* ** *****) it for farther review.  Otherwise, AES Ohio has performed a thorough review of this customer's complaint. It has been determined that this customer's request was handled appropriately. AES Ohio now considers this case closed.  Thank you.

  Customer response

  03/28/2024

  I have not heard from the company which I asked them to contact me so this is nor resolved! 

  

  Business response

  04/04/2024

  Our customer has spoken with the AES Ohio Claims Dept.  Our customer reiterated that over the years she believes AES has been accessing her property, damaging her fence and not putting it back in place.  She said the recent work in January prompted her call and to file her claim for the fence.  She said she had never called in before because she did not know who she should call -- as in she did not know who accessed her property & whether or not it was even AES Ohio. Our customer has openly admitted that she was not sure who had been working in her yard over the years, she just thought it has been AES because we accessed her property in January. When asked for any dates of when she noticed her fence damaged or when someone had accessed her property, she did not know.  Our customer does not have any specific dates that AES can even cross-reference for plausibility, and she had not even seen anyone from AES accessing her yard until January 2024, therefore our customer's claim remains denied. Thank you.

  Customer response

  04/14/2024

  Hello it has not been solved I am disappointed with Paul the supervisor he did not offer any other solution I told them they even messed up my drive way and he overlooked that! I even have proof. I do not want them to go in my back yard anymore! 

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I, ***** *********** placed a complaint on the electric meter to **** **** ***** ***** *** ************ ** reading too high for an empty house addressed to AES Ohio - *** *** ****** *********** **** ********** customer service ************** on account number **********. AES sent someone out to test the meter, and they said a bolt was placed on the meter by the supplier, thus they could not test the meter, nor did they know just who the supplier is and would not test the meter.

  

  Business response

  03/04/2024

  Thank you for your inquiry regarding our customers’ high bill concerns. AES Ohio records show that the bolt that was placed on our customer’s UG socket cover was not placed by the electric supplier nor AES Ohio The bolt that was placed in our customers’ UG socket cover it was installed by our customer or the previous property owner/customer. On 2/8/24 an AES Ohio technician came out to test the meter the technician could not gain access to the seized bolt in our customers UG socket cover. If our customer desires, an AES Ohio electric meter technician can go out and cut the seized bolt by an appointment will be scheduled accordingly. ************ Monday through Friday 8:00AM to 5:00PM.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  12/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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,
  
  ****** *******

*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. ↩