ComplaintsforAES Indiana

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our power constantly goes off for like 2-3 seconds without fail every SINGLE week. There has been constant outages in the area and there has been nothing done to improve this whatsoever. I live in ******** and there has been SEVERAL power outages since we moved in to our apartment. Every once in a while is one thing, at least a few times a WEEK?! Without any warning??? I dont get it AES. You charge 7% more and done give us electricity even consistent with even first world standards. Im a PAYING customer and have NEVER missed a bill. Fix this or Ill make sure it gets to people who will fix it!!!

  

  Business response

  07/12/2024

  We have read the customers concerns and are very sorry he is experiencing these brief interruptions to his service. We certainly understand how important reliable power is and appreciate his bringing this to our attention. We do apologize for any frustration or inconvenience this has caused.
  
  While our records do not show any history of outages or calls reporting outages, we take your feedback very seriously. We understand this *** be a case of momentary outages,but just the same, can be annoying and cause unnecessary frustration to our customers. There are *************************** factors that could be behind these. Customers can learn more about momentary outages on our website at:  ***********************************************************************************.
  
  We requested our field team conduct a thorough line patrol ensure there were no issues with our lines or poles that *** be causing problems. Multiple tree related issues were found, and we referred this to our vegetation team to address.
  
  We understand this area is quite tree-heavy, which makes it even more crucial for us to properly maintain the area through regular and thorough trimming. To address this matter promptly, we have requested that the tree trimming in your area be accelerated and scheduled for completion as soon as possible. There is a notification process that must be adhered to for us to complete this work, but thanks to your report we are moving forward with that process. Impacted customers can expect to receive a mailer for upcoming tree trimming in the next couple of weeks and can expect the trimming to be completed within the next month or two.We are confident that this proactive measure will significantly improve the reliability of our service.
  
  Thank you for your vigilance and cooperation in helping us maintain the highest level of service for our customers. Again, our sincere apologies for any inconvenience this *** have caused.

  AES Customer Care

  Customer response

  07/12/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  06/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  After AES redid their system my bill skyrocketed from $150 last year to nearly $300 this year.. Nothing different running in the house. My bill is over $1400 for 4 months that an average cost of $350 a month. No way I have ever used that much with all the accounts I have had with AES since 2017. Yes I only paid $30 of my bill. I feel the consumers should of had a way to pay the bills while AES changed their system for 4 months.

  

  Business response

  06/17/2024

  I have read the customer's concerns and apologize for the delay in addressing this matter. We recently upgraded our 20+ year old billing system that was no longer going to be supported. While we expected there to be some issues, we have encountered more glitches than we would have liked. However, despite the issues we have had with our new system, we have not changed the way that we record and track usage.  We receive the kwh usage every 15 minutes and receive a billablemeter read each and every day around midnight.  ************** is part of the majority of our customers and has not been impacted by any of the system glitches. His bills have printed every month as expected and the actual usage and charges are correctly reflected on his bills.
  
  I have put together a breakdown of his usage and charges since the system upgrade. A copy of this breakdown is attached, along with copies of all bills. While we do see a spike in his January usage, it is not surprising as we did have a cold snap that month and had several days with temperatures close to or below zero. This has a big impact in customer's usage.
  
  The customer's most recent bill shows a current balance of $1,466.68. This bill is not for four months' worth of billing, but rather an accumulation of charges since before our upgrade in November, minus his payment of $30, a deposit credit of $277,and deposit interest credit of $13.84. This is clearly outlined in the attached charges and payment summary.
  
   We are not charging late fees or processing disconnects as we work through some of our system issues. We understand some customers may be concerned about their bills and may be hesitant to make full payments fearing the charges are incorrect. Fortunately, that is not the case for this customer. We are more than happy to make payment arrangements and accommodate any of our customers that have fallen behind. The customer certainly has this option, or he can choose to continue to pay what he can until he gets caught up.
  
  Again, our sincere apologies for any frustration this may have caused, as this is not the experience we want for any of our customers. We continue to work around the clock to resolve our system issues but are certainly glad to see this customer's account has not been impacted by our billing issues.
  
  AES *************

• Initial Complaint

  05/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had moved from ******************** to *********************************** ***** in 12 of 2023. I sold the Southport Road home. Both addresses still appear on my bill. My bill is considerably higher at the 1200 Sq. Ft. *******************. address than it was at the 1900 Sq. Ft. tri-level on **************. I'm signed up for automatic payment on my account but they keep missing payments. It's IMPOSSIBLE to contact anyone AES by phone. I've literally waisted over 3 hours waiting on hold for someone to answer. You cannot get any information from the website. Their customer service is atrocious! They've had ample time to fix any issues with their new system. They owe the people of Indiana a rate reduction for their poor service NOT a rate INCREASE! The ***** needs to rescind the rate increase approval.

  

  Business response

  07/01/2024

  Hello,
  
  Ive read the customers concerns. We recently implemented a new billing and have unfortunately seen more issues that we would have liked.  The majority of those issues have been around budget billing and lighting, but we have also seen problems with invoices not printing.
  
  This customer was and continues to be impacted by one bill cycle that has not yet printed.  Service ended for this customer at his Southport home as of 12/19/2024.  While the customer saw the charges in the previous amount due section of his bill, he has not seen the charge detail that our customers are accustomed to seeing. 
  
  Our experts are working with our vendor diligently to correct the bill presentation defect to get detailed charges to our customer.  Im hopeful that the customer will see that invoice within the next couple weeks as we have made significant improvements in resolving coding defects.
  
  This is not an issue of the bill being wrong as the charges have been calculated correctly, and the usage is being received as it always has been.  This is an issue with the processing of the charges correctly on the actual invoice. The charges he hasnt seen are for service from 11/18/2023 to 12/18/2023.  Ive provided detailed charges of all of the bill cycles in our new system for the Southport address directly from our system so that he can see the days and the cost. 
  
  As I mentioned, we ended this customers service on ********* as of 12/19.  However, I see that we continued to list that address as the mailing address for the invoices until the June bill when we changed the mailing address to the service address.
  
  The invoices show the address of the service.  I will attach the bills for review.  Again, although the customer saw the charges on his 01/23/2024 bill for service from 11/18-12/18 on Southport as part of the previous balance the actual detail was not there, which I am sure was a cause for concern and of confusion. 
  
  As to the charges for the new address, that previous balance confusion may have something to do with it. However, if the customer is referring to other months, I can share that the previous tenant used more service over the winter, so this usage pattern is not a red flag at all.  This is the first winter the customer has been in this location. Although it is very tempting to compare the usage from one home to another, it is actually very difficult to accurately do so, even if the square footage is the same.
  
  The age and efficiency of the heat source can play a major role in how much electricity is being used. Insulation also has a lot to do with how energy efficient a home may be.  Seals on doors and windows are also a factor, as is the age of the window. Other large appliances impact usage as well, an they age with time.  We receive usage data at 15-minute intervals from our meters and receive a nightly meter reading each night around midnight.  I show no evidence of estimating reads at the new address.  
  
  I have requested that we test the meter at his new address just to make certain there are no issues, and the customer will be receiving a letter with the results within the next several days.
  
  I am truly sorry for the confusion and the wait times the customer experienced when trying to reach our contact center.  This is not the experience we wanted for our customers or our employees.  We more than doubled the number of agents taking calls to alleviate additional hold time,but there is an adjustment period for our agents to learn the new system.  Again, we did end service at the old address in December and have not billed him after that point for that address.
  
  Thank you,
  
  AES Customer Services
  
  

  Customer response

  07/01/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a fire at my home back in October 2023. I have had a temporary pull for the house since November 2023. Restoration occurred throughout that time and then as of April 2024, the house was ready to have permanent power restored. I called AES in early to mid-April to get permanent power restored, and an associate asked me all the questions that were relevant to getting permanent power restored. Once the call was done, she said it would be 7-10 business days for them to get out there.2 weeks later I get a call from my restoration team that *** sent out someone to put a temp pull in instead of a permanent pull. I called *** again and talked to an employee named ***** who when he answered the call said "I have had your file here for weeks, I just was waiting for you to call so we could process it". Then he proceeded to ask similar questions as the other employee did prior. He kept assuring me he was on top of it.1 week later I get another call from my restoration team that *** sent ANOTHER temp pull out instead of a permanent pull. I called *** again and talked to ***** and he said he doesn't know why that happened, but he escalated it to a supervisor. At this point, I have asked multiple times for him to forward me the email he claims to have sent to the supervisory team so that I can be sure he is actually doing his job. Each time he says he will, but has not.It has been 2+ weeks now of getting runarounds and saying that it is still with the "supervisory team".I am trying to get back in my home, and my restoration team cannot even get started on finishing up electricals until this is finished. This may not be illegal, but *** is CRIMINAL in the way they are handling this. If there were other options, I would rally every person in the state to use that so that AES could get no business. PATHETIC "company".

  Customer response

  06/03/2024

  Thank you for taking my complaint. I believe you've helped to rectify the situation. They've finally done their part. Thanks!

• Initial Complaint

  05/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I would like to file a complaint against AES Indiana for not offering any emergency or after hours services. I filed a complaint with my apartment complex that our ** was out, maintenance investigated and learned that it was because the ** was connected with another unit in the building that had had its power turned off by AES. It is going to be in the upper 80s this weekend and we are on the third floor of the building with no way to get our ** turned on because aes does not have after hours services. We will be without ** until some time on Monday when AES has people back in office. With weather this can become a health and safety issue and it is unacceptable they do not have any emergency staff for situations like this.

  

  Business response

  06/18/2024

  Ive read the customers concerns.  I can certainly understand the desire to use air conditioning as this has been quite a hot summer, and Im sorry to see that she has been without that option.
  
  AES Indiana does offer 24-hour Trouble Service.  Per the customers statement, her AC is run though the meter of a different apartment, and the issue lies there. I dont know if her maintenance person is qualified to correct the wiring issue or if the apartment complex needs to hire an electrician, but the air conditioner needs to be rewired to go through her own unit and not someone elses.  Our ************ can disconnect any service that needs to be disconnected to complete this job safely, even on the weekends with a request from the maintenance staff. 
  
  Either the apartment complex or an outgoing tenant would have requested that we end service at the other unit.  Since unit numbers were not given, I dont know which unit it is.  However, either the apartment complex or ************** would need to contact ******** Services to accept financial responsibility to restore service to the other meter until such time that the apartment complex resolves the incorrect wiring.    ******** Services is open only Monday Friday from 8a to 5p at this time.
  
  ********s are charged only for their usage, so we would not be able to offer any sort of reimbursement. It appears that someone else has been paying for her air conditioner.  If anything, that person would deserve a refund.  That would not come from AES Indiana though as our role is to bill accurately for usage flowing through a particular meter.  We have no control over what is wired into that meter and how electricity is being used. 
  
  I apologize for the inconvenience.  
  
  Thank you,
  
  AES ******** Services

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I AM A CUSTOMER OF ********************** FOR **********************. IN FEBRUARY OF 2024, MY BILL WENT FROM AN AVERAGE OF $170/MOS TO $850. WHEN I CALLED IN MARCH TO INQUIRE, THEY TOLD ME THERE WERE SOME ISSUES WITH BILLING AND THEY OPENED A CASE. WHEN I FOLLOWED UP ON APRIL 11, 2024, THEY SAID MY CASE WAS CLOSED BUT DID NOT KNOW WHAT THE RESOLVE WAS SO THEY OPENED A NEW CASE. I HAVE BEEN WAITING SINCE AND EVERYTIME I CALL/EMAIL/CHAT TO FOLLOW UP (AT LEAST 4 TIMES) I AM TOLD THAT THEY ARE WORKING ON CASES AS QUICKELY AS THEY CAN. I HAVE BEEN TOLD 3 TIMES THAT THEY WILL HAVE A MANAGER CALL ME TO DISCUSS, BUT NO ONE EVER CALLS. MY OUTSTANDING BILL IS OVER $1700 ************* I'VE PAID APRIL AND MAY) AND I'M FEARED THAT I AM RISKING CREDIT ISSUES, POSSIBLE SHUT OFF ETC. I CAN'T FIGURE OUT WHY IT IS TAKING SO LONG TO RESOLVE. PLEASE HELP ME GET THEM TO RESPOND.

  

  Business response

  06/20/2024

  I've read the customer's concerns and apologize for the delay in addressing this matter and any frustration it may have caused. I can certainly understand why the customer would be alarmed with the increase in a couple of her winter bills and apologize she has not been able to get her concern answered in a timely manner.We recently upgraded our 20+ year old billing system that was no longer going to be supported. While we expected there to be some issues, we have encountered more glitches than we would have liked. We are experiencing some delay with our callbacks and are working as quickly as possible to get through our requests.I'm very sorry about that.
  
  However, despite the issues we have had with our new system, we have not changed the way that we record and track usage.  We receive the kwh usage every 15 minutes and receive a billable meter read each and every day around midnight.  We ordered a meter test as an extra measure to make sure there wasn't an issue with our meter. That test was completed on 5/20/2024 and the meter tested fine.A copy of the meter test results letter is attached.
  
  We determined the customer did experience two rather high spikes in her usage in the months of ******* and February. These two months were very cold months. Ive attached the winter weather for ******* and February. Despite the cold weather, we do see this spike is out of the ordinary for this address. This could be a result of a few different things, possibly her furnace, the heat pump, or emergency heat settings. We certainly can't say for sure, but we would strongly recommend the customer have these looked into before the next winter season. Especially the emergency heat setting as it definitely leads to burning a much larger amount of energy if not set properly. This is something we've seen other customers experience and unfortunately their bills were impacted. I have attached a breakdown of daily usage back to October 2023. The spikes we saw in ******* correlate to some of the coldest days we had this past winter. I've also attached the daily temperature breakdown for the months of ******* and February for the Indianapolis area.
  
  We understand her concern about the potential for disconnection, but rest assured we are neither charging late fees nor disconnecting service during this time. Bill copies are attached for her reference. The customer can feel free to pay what she can while she tries to get caught up. Also, we are happy to offer long term payment arrangements if the customer would like that option. Payment arrangements may be requested online or by calling our contact center at ************.
  
  AES *************

  

  Business response

  06/20/2024

  My apologies, I forgot to attach the daily weather breakdown for ******* and February.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have included a letter outlining my complaint in the attachments. AES is billing me more than what my budget billing amount is indicating. They need to address the concerns in the attached letter.

  

  Business response

  06/18/2024

  I have read the customer's concern and am so sorry for the delay in addressing this matter and any confusion and frustration this may have caused. We recently replaced our 20+ year billing system as it was no longer going to be supported.  Although we anticipated some glitches, we have unfortunately seen more defects in our coding than we had hoped to see.  One of the issues we are having has to do with our voluntary budget program.  There was an issue with the coding in the quarterly adjustments, which unfortunately caused some budget customers to see incorrect increases or decreases in their monthly budget amounts. 
  
  ******************** budget billing amount reflected a decrease from $392 to $346. However, the correct amount should have been $261 as she saw in the portal. Unfortunately, part of the issue was a discrepancy between what online accounts show and what is actually printing. We apologize for the confusion this may have caused. It does appear she has removed herself from the budget billing program as of this month and currently has a credit balance of $87.96. I have asked this be refunded to her. She can expect to receive an email from our financial institution, ***************** *****. She will need to respond to the email to confirm how she would like to receive her funds. If no response is received within 15 days, a paper check will be mailed to her.
  
  Again, we sincerely apologize ******************** account was impacted by one of our system glitches and are very sorry for any inconvenience this may have caused. 

  AES Customer Care

  Customer response

  06/21/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.   

   

  The only comment I would make in addition is that I did not disenroll from the Budget Program and my  portal says I'm active.   I expect to see the $261.00 amount reflected as owed on future bills throughout this year.
  
  
  

  Regards,

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

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Act number ************ I have reached out to multiple reps regarding the charges on my bill. After the upgrade and moving to new home my bill have been 2.5x more. They tried to explain this as my home is all electric as was my last home. My bill has never been this high. I had someone come out and check my meter saying he was there for less than 5 minutes . No one can explain why it has increased so much . I rarely run heat or ac so there no explanation.

  

  Business response

  07/01/2024

  I have read the customer's complaint and have reviewed the billing and usage on her account.Our records indicate the customer started service at her new address in January 2024, so this was her first winter in this property.
  
  Looking over the historical usage for this address, I'm not seeing any red flags with the current usage. The customer actually had a more efficient winter than what was billed in the previous winter at this address. As the customer indicated,the meter was tested on 4/2/2024 with the following results:
  
  Light Load: 100.110%
  Full Load: *******%
  These results were mailed to the customer on 4/11/2024. A copy is attached.
  
  Testing the meter helps us ensure the consumption in the home is being measured accurately, and we have determined it is. We are unable to determine exactly how power is being used in a home. I can understand why the customer would want to compare her bills with her previous residence, but it's difficult to compare apples to apples with different homes. There are varying factors that impact usage such as the square footage of the home, efficiency of furnaces and other appliances, insulation, age and seals of doors and windows, etc. The customer's first two months in the home were during peak cold periods this past winter, and this has a big impact on usage.
  

  Things to consider for winter months:
  
  **Winter days are much shorter, and lights need to be on more often and longer.
  **Space heaters customers often believe that using a small space heater could be more efficient than turning up the furnace a degree or so, but space heaters are typically not energy efficient.  Electric blankets also use energy.
  **For homes with electric water heaters: increased energy is needed to heat water for showers/baths/laundry and washing dishes.
  **Over time, large appliances become less efficient.  This includes furnaces, water heaters, refrigerators, and stoves. 
  **Furnaces that are the appropriate size for the home are helpful.
  **The proper amount of insulation is important for keeping heat inside the home.   
  **Good seals on doors and windows are also vital for keeping cold air out and warm air in.
  
  Given some of the issues we've had with the new system and the media coverage, I can understand why the customer might believe her bill may be incorrect and that it has been 2.5x more. However,despite the issues we have had with our new system, we have not changed the way that we record and track usage.  We receive the kwh usage every 15 minutes and receive a billable meter read each and every day around midnight. I have put together a breakdown of her usage and charges since January. A copy of this breakdown is attached, along with copies of all bills. Her usage in the month of January and February is not surprising as we did have a cold snap that month and had several days with temperatures close to or below zero. I've included a breakdown of January & February temperatures.
  
  Again, we are sorry she believes her bills to be high at this new address, but we find nothing to indicate any issues with the meter or the usage. If the customer would like,she can enroll in our voluntary budget billing program which will keep her bills consistent, and she won't have to worry about spikes in usage in the winter months. She may opt to do this online or by calling our contact center at ************. 

  AES Customer Care

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 10th, electricity was not working properly.Please see the attachments for further description on the details that caused time and energy as well as financial costs. All of this has been caused by an issue from AES' end and nothing has been done about it. Between January 10th & 11th, 2024:-Spent 3 hours 15 minutes on the phone with AES. Ultimately was told it would be fixed by end of day on the 10th, but wasn't. Instead, my 2.5 year old daughter and I were homeless and my pets were left in a home where there was no heat during a very cold time of period in Indianapolis.-Missed out on 2 consecutive days of consistent work -My daughter and I had to spend the night elsewhere -My pets had no heat/electricity -My food in 2 refrigerators had to be thrown out. ~$400 -Emotional/physical stress from the situation at hand In addition, there have been other problems presenting themselves due to the electrical issue of the neutral wire broken on the utilities side. Between January 10th Present:-My adjustable desk is no longer functioning properly (I have had to work at my dining room table in the meantime) $299.99 -One week after the electrical incident (January 19th), my furnace/AC stopped working. Therefore, this led me and my daughter to not have heat for 24 hours. Spent $125 to get a diagnostics completed in which they found that the system needed to be replaced. This entire system was replaced on January 20th. $8,000 *************** are not working. Have had to go to the local laundromat in the meantime and have had to replace these items. $1,565.98 -Heat bill has increased 2x the amount it was last month due to having to increase the heat by ~25 degrees more than once (power outage, heat outage)-Emotional/physical stress from the situation at hand

  

  Business response

  07/01/2024

  Hello,
  
  I have read the customers concerns and am so very sorry to see the amount of the money the customer has had to pay to replace items in her home, and that the customer was without ********************** overnight.   She definitely has my sympathy.
  
  Unfortunately, my sympathy does not reimburse the cost of the items she needed to purchase.
  
  It is my understanding that the customer filed a damage claim,and that it was denied.  Our ******************* is part of our ************ and any decisions made are the result of an investigation (this time by a field manager) in accordance with our service tariff and any applicable rules and regulations. 
  
  The customer is very welcome to file an appeal and ask that the ***************** take another look at the determination.    I will attach the wording of the determination for review.
  
  I wish my response could be different as I understand completely that the cost of everything has gone up, and that has to be even more difficult for a one-income family.  
  
  Sincerely,
  
  AES ******** Services

• Initial Complaint

  05/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We noticed the irregularity and errors with our AES electricity bills in recent months. When I contacted AES customer care on May 3rd afternoon, the rep ****** could not answer my question and gave incorrect info but insisted that only she would be correct, and without evidence she accused customer was wrong and ignorant. She refused to transfer to her supervisor. The only option customer had with her was either accepting what she said or being disconnected. In the bill dated 5/3/2024, the statement shows the garage meter used ***** kWh (current reading *****, previous 6.38, so the usage was the difference *****). *** rep ****** insisted that the usage was ***** not ***** even though the bill clearly stated the latter. No one can question this rep even she failed to understand her company's bill. When I asked ****** the unit price for residential usage ($ per kWh), she did not know the answer and refused to ask for help either. When I asked her why the unit price (per kWh price) for the garage is higher the meter for main house based on the calculation from the statement. She could not answer that either and refused to listen how the calculation and items in concern. This is not the first time customers contacting AES for their issues, ******************** customer care team not always but often behaves dismissive and not care about customers' concern or their job at the **********************.

  

  Business response

  05/06/2024

  Hello,
  
  I read the customers concerns, and I apologize for the experience he had with our contact center.  The customer has charges for two separate meters on his bill, and one meter did indeed see usage of ***** kwh.  The customer was correct, and the agent was wrong.   I listened to the call and can tell you that this is not the experience we want our customers to have.  The call has been brought to the attention of the appropriate leaders within Customer Service.
  
  Im attaching the bill documents as well as the bills.  The bill documents break out the charges so that the customer can see exactly how he is being billed.  For residential customers, we have two different customer charges.  One is $12.31 for customers using fewer than 325 kwhs per cycle.  The other is $16.75 for customers using more than 325 kwh.  This is per approved tariffs. 
  
  Both meters on the bill are the ** rate.  The first 500 kwh are $.104854 cents per kwh, and each kwh over that is $.089389.
  
  We also charge for riders, which are not broken out on the bill.  However,customers can utilize an online calculator as well as read about our charges from this link.  **************************************************************; I will also attach a document with detailed directions on how to get there and other places on our website that *** help him.  In listening to the call, I believe he had logged into his account and was trying to find what the agent was referencing.  He should not be in his account to find what she was trying to explain.
  
  Again,Im so sorry for the customers experience.  
  
  Thank you.
  
  AES Customer Services
  

  Customer response

  05/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I would like to thank ************** and BBB for your help. I also appreciate the response from the business, AES Indiana. It was nice to see the business clarified and explained some of my concerns and questions. However, there are still some issues not been addressed by the business. And the business did not provide a direct contact info for me to follow up with them. The past 6 month of interaction with AES demonstrated that it is not useful and effective for customers to contact the general customer care listed on the statement/website. Most representatives were nice but they were not given tools to help solve the issues. When they or we customers sent a message to the corresponding department, there was never a response.
  
  My remaining issues are when I submitted the request for new meters in early December. I requested one for the garage and one for the ** charger. AES finished the connection and installation of both meters on March 29th but the latest bill only shows one additional meter. The ** meter is missing from the bill, and we can't tell whether it's on ** charging electricity rate. Multiple customer care representatives couldn't tell either. They sent the corresponding department messages and asked us to leave a voice mail and sent emails to them, but we never receive responses. It is very frustrating. How can we get an answer from AES?
  
  Regards,
  
  *******************
  

  Customer response

  06/03/2024

  Dear **************,

  Thank you again for your help. The business still has not responded to our follow-up inquiry on May 10th. Do you have any idea when they will respond?

  Thank you,

  Guang

  

  Business response

  06/07/2024

  Hello, 
  
  Please see most recent attachments.  The ** charges have been applied.  If the customer needs to make partial payments for the next few months, that Is perfectly acceptable.
  
  Thank you,
  
  AES ******** Services

  Customer response

  06/19/2024

  Better Business Bureau:

  I would like to thank ******* and BBB for your help. I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  Regards,
  

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

*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. ↩