ComplaintsforAlabama Power Company

• Initial Complaint

  08/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've been over charged on my electricity bill for the past four months, my air conditioner is always on energy save and is not on when I'm not home. I live alone, in a duplex 1bedroom and 1 bathroom, I'm also a senior citizen. I'm only home after 6pm , five days a week, due to my work schedule.I have requested that my meter be checked/read, to date no one has come to read it. I have not received any satisfaction when I contact Al Power, nor will they let me speak to a supervisor regarding my concerns.

  Business response

  08/16/2024

  We have reached out to the consumer and discussed billing and energy saving tips.Despite the extreme temperatures and heat advisories we had in July, the consumers usage and bill was lower than last July. We have taken action to ensure the equipment we provide for this service is performing accurately and we have reviewed the account to confirm we are billing by the rules and guidelines of the Alabama ************** Commission. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are trying to get our power connected, and have supplied all of the documentation over 10 days ago.Alabama Power is requesting payment from prior renters bill from the previous owner before connecting the power.We have tried calling Alabama Power four times this week and have been on hold for over 30 minutes each time and no one answers. We have sent emails and no response.We need the power turned on without paying prior tenants bill!!Help!!

  Business response

  08/22/2024

  We have left several messages for the customer but have not been able to speak with him at this time.  The customer has spoken with our **************** and the service has been connected.  ************** is welcome to call us at the number that was left on his voicemail. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First of all I would like to state that I live in an apartment. From the months of May to July my bill has steadily increased. . My May/ June bill was $339 dollars. Now my June/ July bill is 421 dollars for one month. Granted it has been warm but during the day no one is home but my elderly mother. No one comes out to read the meter at my apartment. Everything is done at Alabama power so there is no way to dispute whether the charges are valid. Computers make errors all the time. Someone needs to look into the practices of Alabama power. I believing they are price gushing. I'm pretty sure I'm not the only customer with the same complaints. When you call to inquire about your bill you never get a understanding about your bill. All I usually get is attitude and rambling about stuff I don't understand.

  Business response

  07/16/2024

  I have left 2 voicemails for ********************. She has not returned my call.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am the Facility Manager for **** ************* located at ******************************************************. I called the power company for the first time in May about overgrown trees around power lines at the rear of the property. I was asked if the power line was from pole to pole or from pole to the building. They only cut trees and limbs from pole to pole. I confirmed it was from pole to pole and provided them with the pole numbers to locate the exact spot I was referring to.The following week, I was informed that they wouldn't cut the limbs as it wasn't their responsibility. I contacted the city to determine who was responsible since it is not on ****** property. The city confirmed it should be the power company. By early June, I called the power company again and filed another request. After two weeks without a response, I called again and requested a follow-up. This marked the third time I had contacted the power company about this issue, only to be ignored. At this point, I considered that the BBB might have better luck in reaching someone at the power company. I have also thought about calling the local fire chief, as this could become a serious issue when the power line breaks, given that it is already tangled in tree branches and is one strong storm or hurricane away from becoming a problem.According to the power company's website, section "Trees and Rights of Way," they clearly state that "only line clearance qualified personnel should perform tree work around or adjacent to power lines and electrical equipment." Additionally, another section states, "Alabama Power schedules periodic vegetation maintenance along power lines to minimize outages caused by trees in or near transmission and distribution rights of way. We also depend on help from the public. When people identify downed lines or trees touching power lines and act wisely, it minimizes the risk from trees contacting power lines."

  Business response

  07/26/2024

  
  Our arborist spoken with ************** concerning the trimming of the trees in reference that are causing the problem and provided him a direct contact number if he should have any further questions. 

  Customer response

  07/29/2024

   
  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

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aproximately two weeks ago , tree trimmers working for Alabama Power cut trees near a high trasmission line running across my yard. The left the downed limbs and debris and never returned to clean up , even tho they said they would. I just want them to remove the debris.

  Business response

  07/11/2024

  We apologize for the delay in cleaning up the debris on your property.  Upon receiving the notification, we notified the tree department on 6-14-24 to notify the crews to go back and remove the debris.  We followed up with ****************** today to verify that the debris was cleaned up.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is a complaint about Alabama power and the way they are going at people for money cut and power off no matter what it is they're not keeping track of deals they've made with customers about making payments on their ********************** they're just cut it off power is increasing no matter what anybody does a power bill just went from 284 last month to 450 this month nothing has changed they're doing this getting away with it we can't complain to Alabama power or anyone here in the community because they're all kind of in it together they just tell you to figure it out or lose your power there's no rhyme or reason they monitor these meters from their computers they don't even come out and read them and they always have an excuse to tell you why your power has increased we don't run central heating and air or don't even work but they tell us that's why our power bills went up I don't have an air conditioner it's making it hard for any and everybody and there's nothing anybody can do about it except pay it or lose it and I don't know I'm just grasping at straws here my brother lives in ********************** and his power bill is never near what mine is and that's saying something

  Business response

  06/18/2024

  Reviewed the Bill with the customer and explained the exact amounts of billing for each month.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have been trying for two weeks to get power connected to new construction

  Business response

  06/12/2024

  FYI This appears to be a duplicate complaint     Consumer Complaint #********.  Same complaint number but different code.   If you could close the one with the code of 6641038060D6A, we will respond to the compliant with the code of 664103829A034.

  Go to: ***************************************************[respond.bbb.org]

   Enter Code: 664103829A034

  Go to: ***************************************************[respond.bbb.org]
  

  Enter Code: 6641038060D6A

  Business response

  06/12/2024

  Called and discussed specifics of his application and anticipated date for completion.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I wish someone will go over my account a lil better then Alabama power because there is no way my bill should be no ***** on one month just by it self it was ***************** an my 2 kids an we are badly home I'm every other month my light get cut off Or they close my account how will I ever caught up on my bill if they keep changing every time my account close a deposit of 555 then pay the bill it hard I get disability I only get like 600 an some a month it will take me like 3 to 4 months to get my light back on I really think I'm being over charged it's the summer now its hot an my kids got to go through this heat we don't have no were we can go an borrow the money from someone just put me in more behind

  Business response

  06/10/2024

  We have contacted Ms. *********** to review the billing for her account as well as working with her to get assitance on her bill in order to reconnected the service. 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Alabama Power regarding consistently excessive power bills and the lack of assistance provided when seeking resolution to this issue.For the past several months, my household has been experiencing power bills that are significantly higher than those of our neighbors. Despite being diligent in our energy usage and conservation efforts, our bills consistently range between $200 to $300 more than what is considered normal for similar households in our area.In an attempt to address this ongoing issue, we contacted Alabama Power today and requested that they send someone to inspect our digital meter, suspecting that there may be an issue with its accuracy. However, the representative we spoke to dismissed our concerns and insisted that our bills were within the normal range based on our historical usage.I explained to the representative that our bills have been consistently inflated for the past couple of years, but we felt powerless to address the issue since Alabama Power is the sole provider of electricity in our area. Despite our pleas for assistance, we were informed that Alabama Power no longer provides meter inspections or on-site assistance to address billing discrepancies.This response is deeply concerning and unacceptable. As consumers, we rely on Alabama Power to provide accurate and fair billing practices, as well as responsive customer service when issues arise. The lack of willingness to investigate and address our concerns only exacerbates our frustration and leaves us feeling helpless.We are requesting your intervention to ensure that Alabama Power takes our complaint seriously and takes appropriate action to resolve the issue. We urge Alabama Power to reconsider their policy and provide the necessary assistance to investigate the accuracy of our digital meter and rectify any billing discrepancies.

  Business response

  05/20/2024

  Alabama Power Company ******** Service Supervisor responded to the customer directly over the phone.  The customer understands that his request for addition information was submitted on 05/17/24 and the results will be mailed. 

  BBB CASE#: 21728168
  ******** Services 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am highly disappointed in Alabama Power and their way of doing things when it comes to their customers. I called this morning around 8:30am about a power surge that caused my dryer to go out as well as my units on my house. Resulting in clothes that are still wet and a house hotter than should be tolerated with five children not including myself to deal with. Flyers were left on doors notifying residents of the power interruption but why not courtesy phone calls or emails? I receive an email every month when my bill generates but I couldnt get a courtesy email but expected to go to my front and see a tag hanging there. I never use my front door EVER!!!!!!! And to find it there pulling out of my driveway was beyond me after having to be here in this house overnight without any air and my dryer not working. But I have to wait ***** hours after filing a property damage claim to receive a call back from someone from Alabama Power INSTEAD of someone calling to make sure my kids and I were okay! This is sickening! I drive two hours going and coming from work daily and I dont have to pull in my front yard. When I come home I use my side door and thats it. I dont even have a key to my front door! Alabama Power Company should do better and be held liable for damages beyond my control in my house. I dont have money to just throw around buying dryers or air conditioning units with five children in my house and were ALL in school! Im stuck in a hot house for a full weekend because I can not afford to throw money at a hotel for air and not to mention someone couldve called to atleast see if me and my kids needed a window unit for the weekend until the issue could be resolved! But let my bill had been due and past due. H*** or high waters my power services wouldve been interrupted!

  Business response

  05/02/2024

  We apologize for the issues that the customer has been faced with due to this outage.  There was a contract crew installing fiber lines in the area.   The contractor scheduled to meet with the customer and their ********************** is handling the claim for the damaged equipment.  Notification for outage of this nature is handled through mail or door hanger to the property as this notification are not automated as our billing is. They are handled manually.  Depending on the time frame available from time we know the outage will occur determines if we are able to send a notification through mail or by leaving a door hanger.  We will continue to work with the contractor to make sure the customers issues are addressed. 

  Customer response

  05/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution has in fact been helpful on their parts but their contractors were told that my issues were not as a result of the power surge when in fact they were so I will be pursing legal actions at this point. 
  
  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. ↩