ComplaintsforAES Ohio

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had filed bankruptcy 12/22/2023. AES OHIO as well as my energy supplier CONSTELLATION was in the bankruptcy . The person at AES OHIO that handles the bankruptcy documentation informed me that I would receive a new account and soon will be receiving my bill with that new account. My account was suppose to be $0 due to the write off. When January came, I did not receive my new bill. My old account was still in the system and also when I would call, a representative seem to not know what was going on, but still had the old account in the system. I called the lady again who was handling the bankruptcy and she stated she just got back from vacation, and stated that I should receive my new bill. I did not get my bill until FEB! On the new bill they carried over the old fund. I should of had a $0, and on the new bill they have $922.91. I called and they said I owed my energy supplier CONSTELLATION on the new bill $365.00. and since the old bill transferred from the energy supplier which totaled $963.73. AES refuse to update my bill. AES new bill did not come to me til FEB with a balance. and again, I SHOULD OF STARTED AT $0! THEY NEED to adjust as write off just like CONSTELLATION did. Constellation also sent me an email for my records. I have been having problems with AES for a long time as ALWAYS having inaccurate billing information. If this will not be settled. I will get the office of Sherrod Brown involved cause this has to stop

  Business response

  03/26/2024

  Thank you for the inquiry regarding our customer’s billing concerns. AES Ohio’s Bankruptcy Specialist spoke to our customer on 03/11/24 regarding her disputing charges on the new, post-petition account.  The Specialist’s findings are as follows:  On 12/22/23 our customer filed Chapter 13 bankruptcy which was provided to AES Ohio's Bankruptcy & Judgements Department on 12/27/23. On 02/05/24 and 02/06/24, the customer’s first statements on the new post-petition account (debt obtained after filing bankruptcy) were mailed. Our customer is upset that the balance on her first statement, post-petition account, was $590.12 ($224.24 AES charges + $365.70 Constellation New Energy third-party electric supplier).  AES Ohio reviewed the account & verified that this account was handled accurately, and the new post-petition account is only for electric usage used after her 12/22/23 bankruptcy filing. There were no payments made to transfer over to the new, post-petition account. 

  Customer response

  03/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: I attached the letter from constellation. AES need to adjust.

  i received my new bill in February. AES need to adjust. I have the receipts so please correct
  
  Sincerely,
  
  **** *******

  Business response

  03/27/2024

  Thank you for the follow-up inquiry regarding our customer’s billing concerns. All charges on the post-petition account were after our customer’s bankruptcy date. If the customer believes the constellation charges are incorrect since 12/22/23, the charges must be disputed with the ES (electric supplier) to have rebilled. AES Ohio has performed a thorough review of this customer’s account. It has been determined that this customer’s request was handled appropriately. AES Ohio now considers this case closed.

  Customer response

  03/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  AES is not doing their job as adjusting and keep sending messages like this.  I do not want this closed.  They need to fix my account and quit threatening me with shutoff
  Sincerely,
  
  **** *******

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There have been a very high number of electrical outages for a particular area of our neighborhood and AES Ohio refuses to solve the problem and only offers short term fixes. We've had an irregular number of outages only on one side of our street (******** **) and the houses behind our street on ***** *** These ongoing outages have been happening for literally years and affects nearly 20-30 if I had to guess. Anytime there is a strong wind our electric goes out and AES sends a team out to fix the issues which takes hours every time it happens. The houses on the other side of the street are not affected I believe because their power lines are buried. I spoke with AES customer service today and they agreed there was a very high number of outages over the past year. They claimed that it was due to different reasons including downed tree branches, equipment error, and squirrels....... Our neighborhood is sick and tired of our electric constantly going out and we want a permanent solution from AES and not a temporary fix that only lasts until the next wind comes along.

  Business response

  03/27/2024

  Thank you for your inquiry regarding our customer’s reliability concerns. There has been a total of 3 outages in the last 12 months: 11/29/23 outage was caused by a squirrel, 03/09/24 the cause of the outage was unknown which is considered uncontrollable, and 03/20/24 this outage was also caused by squirrel nests and to reduce the amount of animal outages a squirrel guard was installed. A reliability investigation is appropriate when there is a reliability issue detected (3 or more controllable/preventable outages in a 12-month timeframe). Currently, there is no reliability concern requiring farther investigation by AES Ohio. All repairs & replacements were made at the time of the outages to return systems back to normal & restore power. AES Ohio understands that power outages are frustrating for our customers & we are committed to providing reliable service to all customers. Still, it’s important for all customers to have a plan in place in case of a power outage, especially if there is a special medical condition. Our customers may contact AES Ohio Customer Service (ph# ************) to let us know if there is a condition, and it can be notated on the account (*life support notations require additional paperwork to be completed by the patient’s doctor but is faxable). However, AES Ohio cannot guarantee priority restoration, and any customer would need to have a backup plan in place, such as using a generator or staying with a friend or family member during an outage.
  

  Customer response

  03/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: Per the companies response, I find it wildly inappropriate and unfair that the company can diagnose the cause for the outage as well as determine what a reliability concern is. I'm the customer, and I deem what a reliability concern is. If they know that 3 "controllable" outages in a 12 month period would deem a reliability issue then there's obvious reason for them to claim that the cause of the outage is "uncontrollable" hence leaving them with no responsibility to permanently fix the issue. It's a conflict of interest and I find it very irregular that every time there's a strong wind, our power goes out as a result of "squirrels". 

  I believe that many others homes have buried lines and don't have the same ongoing issues that we have.

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

  Business response

  04/03/2024

  AES Ohio has performed a thorough review of this customer's reliability complaint. It has been determined that this customer's request was handled appropriately. AES Ohio now considers this case closed.

  Customer response

  04/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: The AES process for identifying or confirming reliability issues is unethical and unreliable as their standard operating procedure will always be their word against the customer. There's no incentive for them to proactively prevent recurring outages for customers when they're able to claim what the cause allegedly was and whether it was "Preventable" or not. The company never contacted me outside of the BBB platform and I'll be be doing everything in my power to continue this dispute moving forward.
  
  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. ↩