ComplaintsforComEd - An Exelon Company

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 days ago a tree from another property next to mine had fallen on the power lines. My backyard has a fence between myself and a cemetery. The tree in the cemetery had to be cut in order to get it off the power lines which I completely understand. What I dont understand is they left the tree on my property rather than the property of the cemetery. Comed brought a wood chipper in which they didnt even use to dispose of the tree. Not only were they standing around for over 45 minutes just talking perhaps they were communicating how to approach the issue but they left the tree on my property as it were my problem from there on which I did not find right to take someone elses property and leave it on someone elses. If this were the case I wouldnt have even allowed them into my backyard and onto my own property in which there was never any detailed message or info given that they were going to do this they just cut it and left. So not only did they cut the tree to save the powerline which I understand is your job but they did it in such a dangerous horrible fashion that they left an entire tree or someone elses property on my property and made it out to be as if it is no longer their problem when they could have easily gone into the cemetery and cut the branches off the line onto it on their property. Not only did I find this to be bad business and poor customer service, but I found it rude and not fair to myself to have to deal with this as now my backyard is no longer accessible and the tree was cut hanging over a fence when they had the tools to do a better job and make this look much more professional. Although your pamphlet states this is due to a storm and not responsible for branch debris but they are responsible for whose property goes on another. Now that you cut the tree and left it in my yard you have not only damaged my lawn, but my garden as well as hour and months of hard work and money down the drain due to your teams negligence.

  

  Business response

  11/08/2022

  **************, 

  On 8/28/2022 & 8/29/2022, ComEd service territory experienced two major weather events and on 8/29/2022 @ **** hours, ComEd Storm Response was activated in response to these major weather events. On 8/28/2022, at **** hours, a trouble ticket#******* was created for this address. On 8/29/2022 at approximately **** hours, ComEd tree trimming contractor Asplundh Tree Experts (ATE) were on-site at ***************************************************************** regarding a broken tree that fell onto the ComEd lines during the weather event that occurred during the evening hours of 8/28/2022.  On 8/29/2022 at approximately **** hours,ATE removed a broken tree from the ComEd lines behind this address, tree work per ComEd storm debris policy, storm damaged trees and limbs are the customers responsibility after ComEd tree trimming contractors remove them from the ComEd lines. *** left a storm damage debris door card to explain ComEds policy on 8/29/22.

  On 9/22/22, ComEd received your BBB inquiry. On 9/27/22, ComEd vegetation contractor visited the property at **** ******************, ***** in response to your concern regarding a tree that was removed off the lines that fell from an adjacent property and was left on their property. When the ComEd Veg. contractor on 9/27/22 @ approximately **** hours, the tree debris was no longer on the property or the adjacent property behind the address where the tree was located. All that remained was a tree ***** cut to ground level. The ComEd Veg. contractor assessed a visual inspection of the pole to pole and pole to house wires and all were clear of emergent tree conditions. The ComEd Veg. contractor left a door card stating they did not find any tree debris on their property or the adjacent property but left their contact information for any additional questions or concerns.
  

  Customer response

  11/08/2022

   
  Complaint: 17797672
  
  I am rejecting this response because:
  As you state, the tree that fell on the lines was a tree from the property behind me. You left someone elses property on mine, i do not see how that falls in line with your policy. You should have cut the tree to leave it on its own property. Leaving me to find out information of the property behind me in regards to the tree when you were the route cause of someone elses property being left on mine.
  Sincerely,
  
  *********************

  

  Business response

  11/11/2022

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

  During storm restoration, vegetation crews remove broken trees/limbs from lines in order for construction crews to restore outages safely. Per ComEd storm debris policy, storm damaged trees and limbs are customer's responsibility to remove.  Door cards were left at your premise explaining this policy on 8/29/22 and again on 9/27/22 along with the contractor's contact information. ComEd's position remains the same. If you are requesting reimbursement, you can fill out a claim form at comed.com and send it back to our ************ for review. 

  Customer response

  11/11/2022

   
  Complaint: 17797672
  
  I am rejecting this response because:you could have cut the tree on the property behind me to safely take the tree off the lines from which belonged to that property. In this case your crew and companies practices are no policy they are negligence. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Comed disconnected my service. They told me in order to turn the lights back on, I would have to pay the past due amount first. I tried to pay on the app, and it said the amount did not go through. I then tried to pay over the phone and it said the same thing. I then tried to pay on the app again. Every time it said it wasnt going through, but it did end up going through and it charged my bank account every time. Im very upset and want my money refunded with restitution.

  

  Business response

  08/22/2022

  Confirmed that there were not payment issues with ComEd's system. There were a few attempts to make payment by check then credit card that resulted in a credit of $262.21. I called the customer and l/m that the excess credit has been issued as a refund check and can take ***** days for mailing. 

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a property (***** ********************. *********,** *****) roughly a year ago, I have never lived in or resided at the home it was purchased equipped w a faulty electrical meter, ComEd voluntarily came out after almost a year of me owning the property and not receiving a bill they changed out the faulty meter the was reading ERR, my realtor ************* witnessed this as well. Almost a month after them changing the meter they hit me with a bill for $3000 plus dollars and put it on my home address (***** **************** *********,** *****) which Im living in and that is unjust and unlawful my children live with me and one of them are disabled and I need them to resolve this problem ASAP

  

  Business response

  08/22/2022

  Unable to leave voicemail 

   

  Service at ********************** was established 3/29/21 and has had actual readings 3/29/21-04/12/2. A bill was issued and mailed every month. The service between 4/12-5/16 was an estimated bill. ComEd did exchange meter#********* & it was shop tested. Results found to be working within compliance per the *** guidelines & actual reading used to bill. Based on these findings an adjustment is not warranted. If an outstanding balance goes unpaid once an account closes it could take 1 of 2 paths. Transfer to the next active account in the same revenue class or if the customer doesnt have another account the balance would go to collections. Charges will not be removed from the current active account.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Six years ago COM Ed installed a smart meter on my electrical box attached to my house exterior. The smart meter was not secured properly, a bracket was loose and was not securely attached to the lead wire leading to my interior fuse box. For five years I have had arcing and power surges, constantly having to call Com Ed to come out and fix it and getting no resolution. In the last 24 hours I had over 20 power surges, full outages, and partial outages. Today, August 10, Com Ed finally removed the smart meter to visually inspect the problem. One of the four prongs, which was not secured properly previously (during the smart meter install) had arced so much that the prong heated and broke, due to the improper installation. I followed up with a licensed electrician to inspect the fault. He confirmed the prong was not secured properly before the smart meter was attached. Not only did he state the fault on Com Eds part, but also stated it was an extreme hazard that could have caused fatalities. COM Ed has only stated that wiring and equipment is owners responsibility. This is incorrect, when COM Ed incorrectly and improperly installing a smart meter and that meter is not properly secured on equipment causing hazard, arcing, Possible injury and possible deaths. The improper installation of the smart meter, causing it to consistently arc over the years, not only caused damage to equipment, but also my electrical wiring. COM Ed should be responsible for the cost of repair, since the arcing caused the ultimate damage, due to the smart meter not being properly attached to secure equipment.

  

  Business response

  08/17/2022

  I spoke with ******************** (who is not currently on record at premise) and explained that if she believes that ComEd's equipment caused damage to the premise, she would need to file a claim. I explained the difference between ComEd equipment and Customer owned equipment. Per outage notes, this is an issue with customer owned equipment. I emailed her a claim form at ******************** per her request with directions on how to submit it.

  Customer response

  08/23/2022

   
  Complaint: 17699656
  
  I am rejecting this response because:

  ComEds incompetence to properly secure their meter equipment to the homeowners equipment was the cause of the ultimate damage. The 3rd party, out sourced technician, never verified the meter socket had a proper connection and caused a main underground line to continually arc causing the damage and fire hazard. ComEds response is onlyan automated response & has no care towards the risk to residents. The ********************** has already verified numerous residents that have had this exact issue and situation arise with ComEd claiming responsibility and not advising ALL residents of the faulty installation. This is a risk ComEd is willing to accept, but at first deny and give residents the cost. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our power has been out for 3 days due to a storm. Comed required our landlord to make a repair which was completed by 10am yesterday and they were notified immediately. Its been 3 days in dangerous temperatures that 2 families in 2 units have been without power! My son has special needs and the family next door has small children! Ive called multiple times, as have the neighbor, and landlord. Ive not heard an ounce of compassion, urgency, or empathy!

  

  Business response

  08/09/2022

  ****************, 

  Per our Electric Operations Manager: On 8-3-2022 the building riser/attachment was damaged during the storm.  The ComEd crew could not connect service until your landlord made repairs to customer owned equipment. Once all the repairs were made, the landlord notified our ************************** and the power was restored at **** on 8-8-22. 

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/16/22 Comed asked to drive equipment through my property to access power equipment located on the **** rightaway due to the tornado in *********, ** earlier in the week. I gave them permission to drive 100 feet accross my new back yard. They stated landscaper would be out to repair yard by end of June. This did not happen, they then scheduled 7/22 but did not show up. I just need comed to stand by their word. I did not need service restored, I just thought I would help 30 to 50 other customers to get there power back..

  

  Business response

  08/05/2022

  ************, 

  Per our Contract Coordinator, A.A. :  Work was completed by our landscaping contractor on Wednesday Aug 3rd.

  Customer response

  08/05/2022

   
  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.

  Thank you BBB and Comed for getting this done. They did a good job with lawn repair. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ComEd started to charge "Net Metering Credit - Other" fee when in fact it should be crediting the customer for the electricity received. This charge was always a credit (minus sign on the ****).Since ComEd was recently caught cheating (https://www.ilga.gov/legislation/publicacts/102/PDF/102-0662.pdf page 465), they were required to pay customers back. So, ******************* Resource Adj" credit started to show up on the last two bills.ComEd is trying to offset that credit by stealing in another way.I will be attaching three bills. First one will have "Net Metering Credit - Other" in Taxes&Fees section as a credit, and the last two will show up as a charge to customer.Called ******************** ************ to complain 06/14/2022 on Net Metering Credit - Other ***** kWh X ******* $33.06 for the second **** (06-30-2022).******* said that they are still working on it.New case was opened today: #******-000483 Previous cases: #*********** ****** ****** 07/27/2022 - Called many times, opened several cases in the past couple of months. Called today and talked to ******* (ComEd - NetMetering Team), he is saying that ComEd's communication will be sent out soon describing why the charge is there and how it's calculated. In other words, the charge is there to stay.

  

  Business response

  08/03/2022

  BBB,

   

  This inquiry has been resolved: Spoke to ************** and provided a written explanation on how the **** is calculated in terms of NM customers. He was not satisfied and was advised that if he wanted to pursue the issue legally that he had the option to do so.

  Customer response

  08/09/2022

   
  Complaint: 17633588
  
  I am rejecting this response because:
  

  ComEd presented erroneous formula for calculating NetMetering Credit.

  
  I received the third **** that charges me (customer) for the electricity that I sold to ComEd. The copy of the **** will be attached to the response. ComEd knows that they are wrong and trying to hide under the lack of spelled out actions for NetMetering customers in ICCs ****.
  

  ComEd is forced to give ****************** Resource credit (4.3 cents per kWh) and then it takes that credit away for NetMetering customers (**** cents per kWh). I see it as daylight robbery.

  To add to the injury,ComEd switches the charge naming in the August **** from Net Metering Credit -Other to Net Metering - Adjustment. They realized that Credit can never be a positive number, so they switched wording to avoid the issue.

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

  

  Business response

  08/12/2022

  Although the customer may not agree with our disposition. Our position stands.

  Customer response

  08/17/2022

   
  Complaint: 17633588
  
  I am rejecting this response because:

  ComEd presented erroneous formula for calculating NetMetering Credit.
  

  I received the third **** that charges me (customer) for the electricity that I sold to ComEd. ComEd knows that they are wrong and trying to hide under the lack of spelled out actions for NetMetering customers in ICCs ****.

  ComEd is forced to give ****************** Resource credit (4.3 cents per kWh) and then it takes that credit away for NetMetering customers (**** cents per kWh). I see it as daylight robbery. To add to the injury,ComEd switches the charge naming in August **** from Net Metering Credit -Other to Net Metering - Adjustment. They realized that Credit can never be a positive number, so they switched wording to avoid the issue.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.COMMONWEALTH EDISON ACCT #: ******** BAL. $221.00 Under the Fair Credit Reporting Act, 15 U.S.C. ****g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business response

  08/09/2022

  The charges of $221.19 have been removed from the account that was closed in the name of ************************* @ 630 ******************************************************************. ComEd has updated the credit agency to have the customers C.R updated to reflect that the charges were removed in her name. This process can take ***** business. 

• Initial Complaint

  07/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This will be the second time I have to throw away everything in my fridge with in 2 months. Groceries are extremely expensive now. They have raised our rates but we still get outages for over 13 hours sometimes after 24 hrs. I feel that they do not care because theyre a monopoly on electricity but we are seniors trying to keep ahead of these raising prices. We could get a generator if we didnt have to pay so much for electricity or groceries since we cannot depend on their services. Is this gonna happen at every storm? You think after so many bad storms and raising our rates you would already think of a way to fix this common problem. They sent me a reply knowing that most customers will not have ITEMIZED receipts of groceries from weeks or more of groceries lost. Or do I want them to have my social security number. I spend approximately $200 per week for groceries. And even though not all is perishable. Having weeks of frozen meats and items other than meat that will not be good after 13 hours. These just no way to add all losses. AND IM SURE THEY KNOW THIS AND DO THIS SO THEY DONT HAVE TO REIMBURSE ANYTHING.

  

  Business response

  07/13/2022

  ********, 

  Per our recent telephone conversation, please fill out the claim form that is on the ComEd.com and send it to the ***************** for review. They will notify you directly with the Case Manager's name and contact information who will be handling your case.  

  Per our Reliability Engineering Supervisor a  Reliability Engineer spoke to you to go over the outages you experienced the last 12 months and  what ComEd has done in response and what ComEd is planning to do in 2022.  ComEd has performed visual and thermographic inspections on the circuit. Corrective actions have been identified as a result of the inspection and repairs will be scheduled to be made.

  ComEd completed tree trimming on the entire circuit in November 2019.  ComEd ********************* reviewed the circuit this week and found two broken limbs hanging above the wires.  These limbs will be removed.  

  Customer response

  07/15/2022

   
  Complaint: 17538108
  
  I am rejecting this response because: Until I received my compensation for my losses I will agree to accept their response.
  
  Sincerely,
  
  ****** Gran

  

  Business response

  08/02/2022

  ********,

  Once your claim is received you will receive an acknowledgement letter with the Claims Case Manager who will be  handling your file. Please reach out to the Case Manager directly for any status/updates regarding your case, as this is our process. 

  Customer response

  08/03/2022

   
  Complaint: 17538108
  
  I am rejecting this response because: I already filed and mailed a claim about 3 weeks ago. Havent had a reply on my claim yet. Still waiting.
  
  Sincerely,
  
  ****** Gran

• Initial Complaint

  07/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The lights in my home partially went off on 6/10/22. I have called over 5 times since ComEd first came out and partially fixed the problem. The 220 wiring doesnt work so my electric dryer and furnace with the air conditioner has not worked. I have asthma so on those hot days I have to stay with friends. Can someone please help me. I will not be able to stay with my friends any longer because they are going out of town. ComEd has to come out and fixed the 220 wiring. There is approximately 10 families effective by this outage.

  

  Business response

  07/12/2022

  ********************, 

   

  Per our  recent conversation, you confirmed that a temporary service was installed and you currently have A/C. In addition a medical equipment letter is being sent to out for you to fill out and return. 

*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. ↩