ComplaintsforCleveland Electric Illuminating Company

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No electricity for at least 3 days after storms in northeast **** on 08/06/24. Might not be restored for another week per company. UNACCEPTABLE

  Business response

  08/14/2024

  Good afternoon, 

  The powerful and historic storm system brought strong winds exceeding 75 mph in parts of **** and western ************, along with rainfall exceeding two inches in parts of eastern ************ and **********.
  Four tornados with winds up to 110 miles per hour tore through the greater Cleveland area, one of which traveled a path 17 miles long and 350 yards wide through the heavily populated area from ********** to ********
  We also had a microburst a wide area of damaging straight-line winds of ***** mph, covering an area of roughly 225 square miles (15 miles wide by 15 miles long) in ********, **** and ****** counties.
  While the ************************ and company meteorologists were expecting the potential for seasonal thunderstorms in the area, the severe magnitude and widespread nature of the storms were not predicted.
  
  This was the most impactful storm to hit The Illuminating Company service territory since July 1993, when a powerful line of thunderstorms caused power outages to approximately ******* of the companys customers. 

  Damage throughout the Greater Cleveland area is significant and widespread.
  While damage assessment continues, as of right now we have confirmed more than 350 broken poles which require replacement.
  Access to some areas has been challenging due to closed roads and downed trees. We continue to work with local communities and tree crews to clear hazards and enable restoration work.
  In many places, damage is in customers backyards, which makes access more challenging and time consuming.

  FirstEnergy crews were in our communities when the storm arrived, and more than ***** additional workers joined the effort in less than 24 hours.
  More than ***** personnel from the company, contractors and mutual assistance organizations are engaged in restoration, including:

  3,743 distribution and transmission line workers 503 FirstEnergy line workers, ***** contractors and 305 mutual assistances
  1,022 damage assessors, hazard responders and public protectors 712 FirstEnergy employees and 310 contractors
  972 forestry personnel 41 FirstEnergy employees and 931 contractors
  274 support personnel 146 FirstEnergy employees, 91 contractors and 37 mutual assistances
  Contractor crews supporting the restoration effort came companies in ****, ************, ********, *******, ********, ********, ********, *********, *******, ******* and *******

  Restoration was ongoing around the clock, with power actively being restored to customers all the time.
  FirstEnergy estimates that power was to be restored to the vast majority of customers by Wednesday, August 14.
  Global ETRs are an estimate of when service will be restored to the majority of customers following major outage events; many customers will have service restored sooner, based on the level of damage in their area. 
  Global ETRs are utilized while crews are restoring power and assessing the full extent of damages.
  As additional information about necessary repairs is understood, more detailed ETRs are provided. This can take up to four days, depending on the severity of the event.
  Customers can locate their best current Individual ETR by logging into their account at www.firstenergycorp.com, texting STAT to *****, or viewing the outage map at www.firstenergycorp.com/outages.
  
  FirstEnergy understands the frustration and inconvenience experienced by customers when power is disrupted. We appreciate your understanding and support.

  For this particular customer: ********************** customers service was interrupted at approximately 3:50PM on 08/06/2024 due multiple instances of overhead line failure and subsequent circuit breaker lockout. These line failures were caused by a storm that produced high wind and rain conditions affecting much of northeast ****. The customers service was restored at ****** on 08/08/2024 after Illuminating Company crews performed necessary actions to safely isolate existing hazards to the public and make permanent repairs to overhead lines.

  There is no credit to be given as FirstEnergy only charges for electricity that is being used.  If the customer needs to file a claim for loss of food, etc.  they would need to contact their homeowner's insurance company. 

  Thank you and have a nice day. 

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