Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ohio Edison has been charging $4 for paper statements. First, I did not know of this charge until it was on the news. Most people dont know. So I have been trying to get on estatements to stop this fee but trying to log on to their website is impossible. It keeps saying theyll send a code to my email but they never do. Ive been trying for months. Its just another money grab by this company that has a history of fraud. Since I did not know about these fees and now that I do, its impossible for customers to log in to change to e statements instead of paper statements, I would like all statement fees reimbursed. I work in the day and cant call them. Note: on their website they even say that there is a delay in getting verification codes. By the time you get them, it has expired and you have to go through it all over again.

  Business Response

  Date: 03/18/2025

  Customer Charge: is the costs of meter reading, billing, routine maintenance & collecting.  This charge is approved by the Commission and all customers are required to pay a Customer Charge.  
  
  The Customer Charge is not a fee just to mail statements to the customer. If the Customer enrolls in eBill (paperless billing) they will still be charged the monthly Customer Charge of $4.00.
  
  Reimbursement for monthly Customer Charge is not warranted, not a ******************** error.
  
  At this time there does not appear to be delays on receiving verification codes to set up online account and eBill.  Once the Customer requests the verification code and the code is sent it is good for approximately 10 minutes. 
  

• Initial Complaint

  Date:02/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our electric company Ohio Edison charging us a “distribution fee” that is $.12 per Kwh on top of the fee that’s being charged for our actual usage. This is a higher charge than our actual usage fee. We don’t have any other option than to use Ohio Edison. We called to inquire about this and they informed us that their committee had voted for this. The actual customers did not get any say. They originally charged us a fee for not having a third party supplier. We got a third party supplier and now they charge this ridiculous distribution fee. Our last bill was $342. $156 of this was from our energy usage from the third party. Ohio Edison charged us $114 for the distribution fee, $66 for cost recovery charges, and a fee smaller charges. This totaled $183.56. It’s absolute an unfair monopoly that they’re grossly overcharging. This is unfair to consumers and the community. Research suggests that the standard distribution fee is approximately $.438 per KWh for a distribution fee. Ohio Edison should not be able to set fees without competition, this is detrimental to customers.

  Business Response

  Date: 03/04/2025

  Please our response attached.

  Thank you,

  Ohio Edison Compliance Department

  Customer Answer

  Date: 03/04/2025

   I am rejecting this response because:
  You’re claiming that Ohio Edison doesn’t charge for not having a third party supplier. I have attached a copy of my previous bills that had over $130 charge for Bypassable Generation and Transmission Related Component.

  
   Per the key on the bill-
  Bypassable Generation and Transmission Related Component.- Charges for purchasing power and delivering it through the transmission system. These charges are avoided when switching to a Certified Retail Electric Service provider.
  
  When I called Ohio Edison they explained to me that this charge was because I didn’t have a third party supplier. 
  
  You’re telling me now though that-The alternate supplier is optional. OE does not charge customers a fee for not having a third-party suppler.
  
  Does that mean you’re going to refund me all the previous charges? I was charged for months for not having a third party supplier. 
  
  We have no option to not have Ohio Edison, so you put all of these additional charges on our bill. 

  
  

  Business Response

  Date: 03/06/2025

  Good afternoon,

  Customers can choose their electric generation supplier, since Ohio’s electric industry is deregulated. Customers can stay with Ohio Edison to supply their electricity or choose a competitive company. If customers stay with Ohio Edison, they are billed the supply portion of their usage which is called the Bypassable Generation and Transmission Charge and is billed based on the KWH used each month. If the customer chooses to go with a supplier, this portion of the bill will no longer be billed by Ohio Edison and will be billed by the supplier of their choice. No matter what supplier they choose, Ohio Edison will continue to bill the distribution portion of the bill which is the Distribution Related Component in addition to the Cost Recover Charges, and any other applicable PUCO approved riders.
  
  The customers' bills reflect the correct charges per kwh based on when Ohio Edison was billing for the supply portion or if their chosen supplier was billing for the supply. These charges are in addition to the per KWH billed for the distribution, Cost Recovery and any other applicable PUCO approved riders and customer charge. 

  Thank you,

  Ohio Edison Compliance 

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Saying that Im associated with the person that I sold the house to and that I added them to my account and that she has to pay my balance before they will turn on electricity in their name

  Business Response

  Date: 12/26/2024

  On 12/16/24, ******** ***** contacted the company to submit an application for service at the residence.  Ms. ***** advised that she had been living at the location for the last four years while service was in the name of ****** ****** with ******** listed as an adult occupant.  Mr. ****** has a large balance due at the location.  Per an outside credit search, both ******** and ****** are still occupants at the location.  The balance of $5061.81 would need to be paid prior to changing the name on the account.

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Closed on a house over the summer and the power was off for over a year. After a county inspection and required repairs, the reinspection passed and was sent to Ohio Edison on 10/11/24, which was confirmed by an Ohio Edison employee on 10/14/24. I was initially told that the power would be turned on in 10 business days or no later than 10/25/24. I called back on 10/21/24 and 10/23/24 as the power was still not on and asked for an update. On 10/23/24, an Ohio Edison employee told me that the request still hasn't been sent to a scheduler and that she emailed the scheduler my contact info. The employee would not let me know why there was such a big delay and refused to provide me information on how I could contact the scheduler directly. She was overall rude and unhelpful. The power is still not turned on today, 10/30/24. Each call to Ohio Edison is extremely frustrating, with long wait times, needing to be transferred several time with additional holds and employees being generally unhelpful. I reached out to the PUCO for additional guidance and was informed that Ohio Edison actually should have had the power turned on within 3 business days, not the originally stated 10. It has now been 19 calendar days since Ohio Edison was provided the passing inspection from the county and I still have no power, which is also preventing me from turning on the gas and plumbing. I want the power turned on immediately as this is unacceptable.

  Business Response

  Date: 10/31/2024

  On 8/15/24, A work order was obtained for the address of **** * ********* ** ****** ******* **** ***** requesting to schedule a disconnect/reconnect to replace the panel box and was advised an inspection would be required. 

  Per regional support, meter Services was at the property of **** * ********* on 10/14/24 and unblocked the meter. On 10/31/24, a field technician went to the property and advised the customer both their breakers off, the ones outside and inside. The customer was also informed that those breakers are customer owned equipment, and he would need to turn them on to get power. The customer was advised to flip his breakers on (both inside and outside). He will be doing that on Sunday, 11/3/2024 and will call the field representative he had spoken to if there are further issues. 

  Customer Answer

  Date: 10/31/2024

  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.

• Initial Complaint

  Date:08/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted my online payment to OH Edison of $163.18 on 7/17/2024 for that months' electric bill. Afterwards I received an email stating that the funds will be withdrawn within 3 business days. The funds were not withdrawn until 22 days later, but by day 14 I contacted my bank and they provided misinformation to me (separate issue) that the funds will not be withdrawn if the merchant has not done so after 7 days. So, I credited my checking account the fund amount back which on day 22, when the funds were officially withdrawn caused me to be overdrawn. My bank (separate issue) then reversed the charge, which caused me to have a late fee of $15.

  Business Response

  Date: 08/27/2024

  On 07/17/24 the Company received the payment of $163.17.  This payment was made electronically by the Customer on the Company’s website.

  On 08/14/24 the payment of $163.17 was returned to the Company from the Customer’s bank as a Stopped Payment and a $15.00 returned check fee was charged to the Customer.   A returned payment letter was sent to the Customer, copy attached.

  Account statement attached. 

  Customer Answer

  Date: 08/27/2024

   I am rejecting this response because:
  
  I am NOT satisfied because it took OH Edison 22 days to withdraw the funds from my checking account.

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 20 2024 I closed on my home. We were in the home by the end of the week. We switched our bills to the new home electric was shut off June 25th at the old home a turned on same day at the new home. We just received a bill for ******. Upon reading the bill we are basically being charged for a bunch of ******** cooperate fees never once upon moving in the past have I ever received a bill this high. Our normal bill is roughly 100 dollars a month. The owners of the home went through Ohio Edison a gave us copies of there electric bills an others as what they were averaging. This is outrageous an needs to be addressed asap

  Business Response

  Date: 07/31/2024

  A bill issued to the customer on 07/23/24 for $171.98 due 08/13/24.  The bill was calculated using actual meter readings and is correct as rendered.  All charges are billed per the company's tariff approved by the PUCO.  The company spoke with the customer and explained that the customer can shop for an electric supplier to find a different rate.

  Thank you,

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My electricity was turned off on Wednesday, April 17, 2024 due to my bill being late (which is not the issue). I paid the bill on the 17th when I received notice. I contacted them on the 17th as soon as the bill was paid with the confirmation code and was told it would be turned on the next day. It is now 4/23/24 and my power is still not on. On Thursday, 4/18 I was told during the conversation a representative, the meter was defective and the upper right terminal had melted and informed an electrician would have to come out and repair it before the electric could be restored. We had and electrician come out yesterday 4/22 and he informed us there was nothing wrong and this was confirmed by the Massillon City Code inspector. We have lost approximately $300 worth of groceries and gas for a generator borrowed from our neighbor. We have had to rely on the generosity of family members, friends and even our community for assistance.

  Business Response

  Date: 04/24/2024

  Good afternoon, 

  As a matter of background:
  On 05/05/23, ***** ******* obtained service at this address. Customer is enrolled in EBILL where bills/correspondence is sent and viewed online.
  On 07/23/23, customer was given a 9 month agreement of $5 monthly plus current bill on balance. Customer defaulted on that agreement.
  A bill was issued on 01/23/24.  The bill included past due balance of $211.90 and current charges of $79.06 due on 02/06/24, for a total amount due of $290.96. A disconnect of $211.90 due by 02/06/24 was also detailed.
  
  On 02/02/24, a ten day notice was issued.
  
  A bill was issued on 02/19/24.  The bill included past due balance of $240.96 and current charges of $122.11 due on 03/04/24 for a total amount due of $363.07. A disconnect reminder notice that if payment of $211.90 is not received by 02/16/24 that the service may be disconnect was also detailed.
  
  A bill was issued on 03/20/24.  The bill included past due balance of $313.07 and current charges of $123.49 due on 04/03/24, for a total amount due of $436.56. A disconnect of $312.91 due by 04/03/24 was also detailed.
  
  On 04/01/24 @ 10:05am, the Company attempted to contact the Customer by phone.  Listened to Entire Message - Correct Household Confirmed.
  
  On 04/17/24, the Customer's service was terminated for nonpayment.  A post termination notice was left at the property.  
  
  On 04/17/24 @ 6:10pm, the Customer made a payment online of $348, which covered the restoration amount of $347.91 ($312.91 + $35 rec fee).
  
  On 04/18/24, the Customer contacted the company to report payment and the order to restore was processed.
  
  On 04/18/24, company personnel went to residence to restore the service and found a damaged socket (melted lug in the socket). The company did not restore service and removed the meter. The account was noted that repairs must be made, and inspection received before a new meter is installed/service restored. This is required due to safety.
  
  On 04/18/24, the customer contacted the company and spoke to a supervisor. Customer requested to have the service restored without repairs and inspection. The supervisor advised that this is an unsafe condition and service would not be restored without repairs and inspection.
  
  On 04/23/24, the service was restored after the repairs were made and inspection was received.
  
  The requirements were valid, and the customer will not be compensated for inconvenience, as the customer requested. 

   

  Thank you, 

  Compliance

   

• Initial Complaint

  Date:04/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had electric service from Ohio Edison at my residence since I bought the house in 2018. In that timeframe from then to present, I have experienced more power flashes and outages than I have collectively all my life. And its not even comparable. The frequency to which this happens is beyond unacceptable but when anyone tries to get a resolution, Ohio Edison and their techs want to do nothing but argue and act as though its normal and we should accept it. The problem is, its not normal and its certainly NOT acceptable. The frequency of these outages and power flashes demonstrates a level of negligence that should not be accepted much less allowed from any company much less one operating as a public utility. To top it off, their phone system is and has been absolute garbage - making it a point to waste as much of peoples time as possible and make it difficult to get any answers or talk to an actual person. Something needs to be done to hold this company to task.

  Business Response

  Date: 04/24/2024

  Good morning, 

  Listed are the Sustained interruptions for the past 24 months:
  
  04/11/2024 @ 04:28 - The interruption lasted 3M affecting 1717 customers. The cause of the outage was Equipment Failure. Weather Fair
  03/18/2024 @ 01:03 - The interruption lasted 3H 3M affecting 1112 customers. The cause of the outage was Vehicle. Weather Fair
  12/06/2023 @ 19:52 - The interruption lasted 18M affecting 1249 customers. The cause of the outage was Forced Outage. Weather -Fair    
  04/01/2023 @ 12:01 - The interruption lasted 11H 21M affecting 724 customers. The cause of the outage was Trees Off ROW. Weather -Rain High Winds
  11/12/2022 @ 11:13 - The interruption lasted 1H 7M affecting 1722 customers. The cause of the outage was Equipment Failure.Weather Snow-Ice
  06/14/2022 @ 03:30 - The interruption lasted 13H 14M affecting 593 customers. The cause of the outage was Trees Off ROW. Weather Fair
  
  
  Listed are the momentary interruptions of record for the past 24 months. (For distribution outages the number of operations of the station breaker and reclosers are listed. This date is not necessarily the date of the outage, but the date the counter was read and recorded.)
  
  4/11/2024 03:05 operation
  7/28/2023 07:02 operation
  
  Analysis:
  In the last 24 months there have been 6 sustained outages on record. 2 outages were due to Equipment Failure, 2 outages were due to Trees Off ROW, 1 was due to Vehicle and 1 was a Forced Outage.
  
  Action Plan:
  An overhead inspection of the Longview ***** circuit was completed on April 18 of this year. Any conditions found will be repaired by April 18, 2025.
  
  Cycle tree trimming work was last completed on May 13,2022. There were 10 removals on corridor, 2 removals off corridor, 272 trims of overhanging limbs and ***** trees pruned. The next trim cycle will be scheduled for 2026.
  
  Ohio Edison Reliability Engineering will investigate possible causes of momentary power interruptions. This investigation will be completed by the end of June 2024.
  
  
  Contact with Customer:
  The customer was contacted by ********************** Reliability Engineering on April 23, 2024. The outage history was reviewed with the customer. The customer expressed an issue with frequent momentary power interruptions. It was explained to the customer that there are two-line reclosers and a set of voltage regulators upstream of their service point.Recloser counter reads will be checked, and the circuit will be patrolled to identify and address conditions that *** cause future operations, and the regulators will be checked for a possible open tap.
  
  As information on reclosers:
  The company does recognize that momentary interruptions can be a nuisance; however, they are necessary in order to maintain service and prevent longer duration outages to hundreds or possibly thousands of customers.  Most distribution lines are protected by devices called breakers or reclosers. These devices interrupt power automatically for sustained faults such as downed lines, but they also sense momentary faults and will cut power for a few seconds to protect the system and prevent long duration outages. When an electrical fault occurs (ie.a vehicle hitting a pole or extreme winds causing conductors to slap together,lightning hitting the line, trees or animals contacting the line, etc.), the breaker or recloser will interrupt power for a few seconds to allow the problem to clear itself.  Most electrical faults on the system are temporary, so after a few seconds the breaker or recloser will restore power to the line to test to see if the fault has cleared.
  
  If the fault has cleared then the power will remain on,but if the fault persists the breaker or recloser will test the line once or twice more and will then cut off power permanently.  In order to clear a sustained outage, crews must be dispatched to find and repair the fault.  By testing the line to see if the fault has cleared itself, the breaker or recloser avoids many long duration outages.
  
  Momentary interruptions are a common occurrence on the electrical system, but there are ways to lessen the impact of the momentary outages for customers that find them particularly troubling.  To minimize the effects of momentary power interruptions, the company recommends looking for electronic devices with built in battery back-**** saving often when working at a computer to avoid data loss and the use of uninterruptable power supplies. During a momentary power loss, an uninterruptable power supply can provide power to your personal computer, cable TV tuner, digital video recorder, or your cordless phones. 

• Initial Complaint

  Date:03/02/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The bill I believe was from 2013 my previous address. I had to put electric in my name because the current account holder moved out. I was informed of an old bill, but it wasn't being collected on since 2015. So, they went ahead with my new account and charged a $220 security deposit. I was already looking at a lot of money with a security deposit and whatever my first bill was going to be. Then suddenly my bill ballooned to $1,178. I contacted them and they said that your old account auto merged with your new account. I said that can't be right. They said it would be looked at next thing I know I have a disconnection notice and they are demanding it all in 2 weeks. I have already applied to be put on **** and ********* **** for help, but they generally don't help with old bills. I think the statute of limitations should be in play here These utility companies seem to be able to do whatever they want.

  Business Response

  Date: 03/06/2024

  
  Good afternoon, 
  
  As a matter of background: 
  
  01/03/2024 – *********** ****** contacted the company to obtain service at this address. Mr. ****** was advised he has a past due balance of $598.10 from a previous address of *** ****** *** ********* **, account number ************, plus a security deposit of $220.00.   
  
  01/04/2024 – Mr. ****** contacted the company to complete the move in for this address and was advised that the debt from 2015 was not collectible/would not transfer in on this account and the representative processed the move in effective 1/8/2024.  Mr. ****** enrolled in EBILL, that is where bills/correspondence is sent and viewed online. 
  
  01/19/2024 – The  outstanding balance of $598.10 transferred to Mr. ******’s active account. 
  
  02/09/2024 – The customer sent an email to the company stating that when he put the address in his name, he was made aware that the balance from 2015 would not be collected due to statute of limitations and that the balance was on his active account.  The company responded to the customer advising him that the final balance was $598.10 from previous account at *** ****** ** and that the balance was automatically transferred on 1/19/2024.
  
  02/19/2024 – The customer sent an email to the company advising again that he was told by the representative that the past due balance from 2015 was uncollectible and it was added to his active account.  The company responded to advise the customer that a request has been sent to have the transferred balance reviewed and removed from his account.  The customer was advised to please give 30 days for the request to be reviewed. 
  
  A bill was issued on 03/01/24.  The bill included past due balance of $1019.31 and current charges of $158.97 due on 03/15//24, for a total amount due of $1178.28. A disconnect of $995.58 due by 03/15/24 was also detailed.
  
  03/04/2024 – The customer contacted the company regarding the disconnect notice that was sent.  The representative went over the balances and advised the customer that he is eligible for a payment arrangement.  The representative offered to set up a 6-month payment arrangement with a down payment of $170.00 for $93.00 a month plus current charges on balance of $ 1178.28.  The customer understood the terms. The customer did not make the down payment at this time to set the payment arrangement.   The customer was also advised that he still had an unpaid security deposit balance of $169.90 that would not be part of the payment arrangement and if left unpaid could result in collection activity on the next bill.  The customer advised the representative that he has sent in a **** application.  The representative placed a hold on the account until 04/12/2024. 
  
  03/05/2024 – The company reversed the balance of $598.10 that was transferred from the previous account to the active account.  A rebill was sent to the customer to show that the amount due is $567.77 by 3/19/2024. 
  
  Customer is eligible for a Company agreement on balance.  Customer would need to contact the company and speak to a representative so that all information can be obtained, and agreement offered/accepted and entered into the system. 
  
  The customer also has never been enrolled in ****, which may be an option.  The company recommends that the customer check into this as well. 

  Customer Answer

  Date: 03/07/2024

  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.