ComplaintsforComEd - An Exelon Company

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Throughout the past 6 years of living in our home and using Comed, the only available electric company in the area, we have lost power dozens of times per year. Over the last year alone, we have lost power >/= ********************************************** food and breast milk. We have had to live in hotels for days at a time. It is 2021, we should not be losing power as often as we are. It has greatly affected our livelihood, our ability to save money, and we are still always charged for the days we dont have power. It is time to update the power lines and transformers in our neighborhood. This has been crippling. We have had to postpone appointments, surgeries, birthdays. Nobody else deals with this issue - only our neighborhood. Another sunny day, where we are without power. A biopsy appointment I have to miss because I was mid-shower when, yet again, our neighborhood is stripped of electricity. It is time to fix this. It has been a LONG 6 years.

  

  Business response

  11/12/2021

  **************, 

   

  A Reliability Engineer left voicemail messages for you on 11/9/21 and 11/11/21 at the telephone number provided above. The Reliability Engineer found you have experienced three sustained outages in 2021. Two of the outages were caused by broken tree branches. The last event occurred on 11/5/21 was due to a low hanging communication cable that was snagged by a delivery truck resulting in a power outage. The Reliability Engineer sent a request to ********************* to review and address tree conditions to help alleviate future tree related outages.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 6th commonwealth Edison turned off our power with no warning saying our meter was non compliant. We were forced to hire an electrician a great cost to repair the meter which is com Ed's property to get our power restored. They gave us no warning and we did nothing for the meter to be declared non compliant. We had no power without any notification and had to pay for repair of com Ed meter. We would sincerely appreciate help in being refunded the cost of the repair and the cost of food we had to dispose of due to lack of refrigeration.

  

  Business response

  11/17/2021

  BBB,

   

  On 11-17-2021 at approx 3:16 CST Left customer a voicemail advising her the entrance equipment to the meter is customer responsibility. A tech went out on **** and found the entrance to the meter unsafe and had to disconnect until repairs were made. Customer is welcome to complete a claims form (which is available online). The *********** will determine if the claim will be honored.

• Initial Complaint

  10/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been without power for almost three days because Comed came and shut it off. There was damage done to my property by the *************** and instead of fixing it they shut my power off and told me to fix it. I got it fixed in the middle of the night and they did not return to restore power. The next day they still did not restore the power. Now were on day 3 and the power still has not been restored. They dont know whos going to fix it when and my groceries are going bad. I dont have heat, hot water or Internet. I have two small children. Not to mention I have tenants whom are without power now going on 3 days. They have done nothing to resolve it and keep getting upset with me for calling.

  

  Business response

  11/02/2021

  ****************, 

   

  Per our Electric Operations Field Supervisor, the work was completed over the weekend. The Field Supervisor tried calling you, but there was no answer and no other way to leave a message. 

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am VERY displeased with this vendor in Comed my power has been out since last night Oct 27th and I called and spoke with a Supervisor by the name of ******* and she was not helpful I work from home and because of this inconvenience I have lost almost $100 for the day which is TOTALLY unacceptable I would like this matter DEFINITELY addresses ASAP

  

  Business response

  11/02/2021

  ****************, 

   

  The ************************** has confirmed that your power was restored on 10/28/21.

  Customer response

  11/03/2021

   
  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

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ComEd, is a corporate giant, who does not follow through on their commitment to provide basic service they promise. Due to a power outage, I lost 2 refrigerators, and 2 freezers full of food due to a lack of service. Yes they gave me a standard "not our fault" resolution letter. Yes we had bad storms, but the block I am on is losing power and is out longer then the rest of my neighbors. I did talk to the line crews who come though, and they tell me something different then what ComEd stated. The problem stems from a lack of pre-service on the part of ComEd. If ComEd would have trees cut back better, we would not have lost power, or we would have not lost power for 3 days, while they claim to be "waiting for parts", or if it was a lack of parts, what is so unique about have extra parts on hand? ComEd can do better then issue a generic statement, "sorry not our fault" is unacceptable. If they offer service, but fail to comply with said service, I should not have to lose out. I have never ever before filed a claim in the past. I lost a lot of food, I am on disability and can barely make ends meet. Yes, "acts of God," happen, but, ComEd needs to be prepared for normal thunderstorms, just like the rest of us. I watch the weather on TV, and I can prepare for storms, why can't ComEd do the same? Storms are a natural occurrence, I feel it is ComEd's duty to be prepared, just like the rest of us.

  

  Business response

  11/01/2021

  ****************, 

   

  The ***************************** sent you a letter on 10/29/21, explaining they reviewed the facts of the claim regarding problems on 8/10/2021. Their investigation revealed that there was no negligence on the part of ComEd, therefore the claim is respectfully denied.   We apologize for any inconvenience this may have caused. 

• Initial Complaint

  10/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A double payment was made on the account 2 months ago and I still have not received my refund. I was told, refund was issued on 10/14/21, it is now 10/22/21 and still no refund check. I was informed I just have to wait and if I don't receive my refund in 2 more weeks, I have to call back and then I have to wait another 30 plus days, as ComED needs to cancel the check and re-issue another check. Why does it take 2-3 months for a refund to be issued.

  

  Business response

  11/01/2021

  Unsuccessful in contacting ************. The call from 10/22/21 shared with the customer that the refund check had been issued 10/14/2021 in the amount of $219.98. The refund in question was cashed 10/25/2021. 

• Initial Complaint

  09/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sometime between March or April 1st I fill out for a ***** that ComEd Was give out to help past due clients to apply for a ***** that would help pay off the past due amount on your comment **** I filled out for the ***** and on April 7th I received the letter a letter from ComEd saying that it was confirming my confirmation for deferred payment agreement I did not fill out or request for a deferred payment I request the money to be filled out for the *****s instead of didn't and I instead of them telling me that there was no more funds for the ***** they put sign me up for the first payment that I did not want I called and asked him to check me off of that reference because I didn't ask for it and now I'm still having this problem with this deferred payment that I didn't ask for and now they trying to say that I asked for the requested when I didn't I keep calling about this deferred payment and now they keep sending me letters saying they are going to turn off my guy off my lights

  

  Business response

  09/16/2021

  BBB, case#******** has been reviewed. Below is our disposition

  Spokein depth with the customer and explained that the *** ****** and DPA went handin hand. Customer understood. I advised customer to apply for RSH to assistwith **** since she is unemployed. I contacted CEDA to escalate her RSHapplication to avoid disconnection. Application will likely be approved ontomorrow. Customer will not be disconnected.

  Customer response

  09/18/2021

   
  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

  09/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i have been off of work since the being of the covid-19 an have be doing my best to keep up with my payments after not getting my **** in the mall on aug 30 i gave a call into comed from work leting them know i will not be able to pay my **** due to i just return to work the comed rep let me know that if i make a payment of ****** it will then put me back on an payment plan and i will be getting my new **** in sept i will waitng for my **** and seen i still havent gotten it so i looked online and seen i have owe 476 dollars to put me back on the paln after i was told the 174 will place me back on i am really looking for help and feel this is not fair when i gave a call in the manager was rude and no help hang up the phone on me after calling back to back. after taliing to one of the comed reps she let me know comed have been having issues with bills.

  

  Business response

  09/22/2021

  BBB,

   

  This complaint has been investigated.

   

  I spoke with ******************** and provided a billing explanation. ******************** was issued a **** on 7/16/2021 in the amount of $174.06 that was due on 8/9/2021. Another **** was issued on 8/16/2021 in the amount of $650.07. This **** included his past due **** of $174.06 ($149.83 and a $24.23 late fee), his current charges of $168.26, his payment agreement installment of $276.12, late fees totaling *****, 2 return check fees of $14.58 each because the previous payments that were made on the account in the amounts of $380.85 made on 7/16/2021, and 8/2/2021 in the amount of $380.85 were both returned to us as NSF. ******************** entered into a payment agreement on 5/13/2021. The terms of the agreement have not been met resulting in the agreement defaulting several times. ******************** has the option to reinstate his agreement but a payment of $476.01 has to be made in order to do so. Payments must be made in cash or certified funds due to the return of two previous payments. ******************** has been advised that we cannot guarantee his services without him making the necessary payment to reinstate his agreement, or by satisfying the past due balance of $1458.53. I suggested ******************** apply for the State's LIHEAP program for assistance with the ****, in addition to ComEd's hardship program. I reached out to his local LIHEAP office to see if they can assist in completing an over the phone application for both programs with ********************. Time is of the essence with ********************, and I suggested he actually visits his local LIHEAP office in an effort to get an application for the grants completed before it's too late. If ******************** has a medical condition, he also has the option to submit a medical letter signed by his doctor advising us of such and we will then be able to hold off on the collection process and set a new 10-moth Medical Payment Agreement. We have gone as far as we can with this one. We are awaiting the actions of the customer.

   

  Please let us know if we could be of further assistance.

   

   

  Respectfully,

   

  *************************

  Customer Relations

  ************

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lost my house in a fire on 8/09/2021 I was blessed to find a new home with my four kids. I am on unemployment benefits and trying to make it best I can . I have to switch the services to my name but due to a past due balance which I offered to make an arrangement was denied, I wasnt able to speak to a manager no options was given and my children and I need lights in our home. Its so unbelievable how inconsiderate some of those agents are trained

  

  Business response

  09/14/2021

  To whom it may concern,

   

  This complaint has been reviewed. Here is our disposition:

   

  Spoke with ************** and she stated she was able to come up with the money needed to pay off her previous balance. I explained our process in transferring services with a balance above $500 and customer understood. ************** was more concerned with the lack of empathy from the representative that she spoke with given her situation, versus the policy itself. An apology was also given.

• Initial Complaint

  09/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started leasing solar panels from SunRun June 2020. I switched from NRG back to ComEd in Oct 2020 and never received credit for the power my solar panels generated. I was told I needed to fill out a net metering form which I recently did but I was never notified that I needed to complete this form. I am also being told I will not be reimbursed for the credits for kWh generated from Oct 2020 to current. I should be reimbursed because ComEs still benefited from the energy my solar panels generated. It is unacceptable where ComEd executives paid Former ******** speaker of the House (***********************) so they could overcharge ******** residents for years. I deserve to get my credits reinstated because ComEd never notified me but yet knew I had a Net Metering agreement in place but it was filed by my solar panel installation company.

  

  Business response

  09/21/2021

  BBB,

   

  This complaint has been worked:

   

   

  

  Business response

  09/21/2021

  BBB,

   

  This inquiry has been worked. Here is our response:

   

  We spoke with ********************** and advised him that in order for him to receive credit from ComEd for any excess generation produced by his solar system that an approved Net Metering (**) application needed to be on file. In August of 2020, the customer switched from NRG to ********************** for supply.On September 4, ************************************************************************************************************* with ComEd. On 10/09/2020 A *********** Connect Termination reminder letter with re-application instructions was emailed directly to the customer (note the email used was the email listed on the customers CIMS account as well as the customer email listed on their ** application). ComEd received an application completed by ********************* and approved it on 9/8/2021. ********************** has been advised that he will begin receiving credit for any excess generation on his next months ****.Because we did not have an active approved ** application on file, we are not able to go back and retroactively credit ********************** for any excess generation that his system may have generated. ********************** was not happy with our response. The guidelines of the ** process were followed accordingly,however ********************** is not happy with our response. ********************** has been advised of his option to file a formal complaint if he chooses to do so. Please let us know if any additional information is needed.

  Customer response

  09/23/2021

   
  Complaint: 15858912
  
  I am rejecting this response because ComEd benefited from the energy my solar panels added to the grid yet I received no compensation. Furthermore, I do not believe that mailing a form that I never received nor an email is sufficient effort to ensure the customer receives benefit.
  
  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. ↩