Complaints

This profile includes complaints for AEP Ohio's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AEP Ohio

  1 Riverside Plz Columbus, OH 43215-2355

• 

  AEP Ohio

  1320 Sugar Grove Road SE Lancaster, OH 43130

• 

  AEP Ohio

  700 Morrison Rd Columbus, OH 43230-6642

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:03/25/2023

  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.

  Tried to report power outage online statement came up unable to do this gave a number to call, called got a recording that they were showing I have power and then disconnected. They are unreliable to take the report!!!!! Power is a must at my home person on assisted breathing apparatus.

  Business Response

  Date: 03/29/2023

  Hello - 

  Today, 03/29/2023, an AEP Ohio CSR Spoke with Mrs. *******. She expressed frustration at not being able to successfully report the outage at her residence.  This was a time of substantial outages in the State due to high winds and her area was severely impacted.  The CSR had communicated with the administration that coordinates the outage reporting system, they were not aware of any issues at this time. The CSR asked that the administration review her situation to determine the potential for improvements in outage reporting, and also suggested that Mrs. ******* consider filing Life Support documents with AEP which would mark her account as having life support equipment on site. While this would not be a priority restoration, it is used in the evaluation of circuit repairs.

  Please consider this request fulfilled.

  Thank You

• Initial Complaint

  Date:02/25/2023

  Type:Order 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.

  AEP allowed my energy provider to be switched to a double the price provider without my permission.

  Business Response

  Date: 02/28/2023

  On 2/27/2023 an AEP Ohio CSR spoke with **** *****.                        
  
  The CSR explained that AEP switches providers after the provider has submitted the needed information, including the personal Identifier number for the account.  Mr. **** claims he never provided that identifier number to NRG.  AEP Ohio sent him a Switch Letter advising him of this change on 7/22/22.  The letter was sent both through email and postal mail.  He admitted that he rarely reads what he believes to be junk mail.
   
  Mr. **** believes AEP is negligent in allowing a scam to take place and asked for AEP to credit the dollar difference that has resulted.  The CSR indicated this was not an option since NRG provided the necessary information and he did not dispute the switch at the time.  
  
  Thank you, 
   AEP Ohio

  Customer Answer

  Date: 03/06/2023

  Complaint: ********
  
  I am rejecting this response because: This is really a non defense. In the least something should be done to stop fraudulent changes to peoples account.  The man on the phone spouted something about regulations. I sincerely doubt there is any regulations to make me whole. It seems I may have to take this to small claims court as I am being stonewalled by a large wealthy company for something that was at least in part their fault. I never gave anyone my information or permission to take me off of my counties aggregate program which is about half of the price of the provider I was switched to. I am a paperless customer. Meaning that I do not even have that information about my account handy unless I log in on my pc. I do no business on my cell phone that could cause someone to get that information from it. So there is no way I did this to myself. It makes no sense for me to do it.
  
  Regards,
  **** ****

• Initial Complaint

  Date:02/24/2023

  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.

  After 2 years of service AEP is trying to charge me a $291 deposit at almost $100 above my bill a month I'm budgeted tight and they act like I can just pull that money off of a tree and pay them. So they want to threaten me with disconnect notices because I cant pay their deposit.

  Business Response

  Date: 02/28/2023

  Due to late payments on Mr. *****’s electric service account, a deposit for $281.00 was requested on 12/13/2022.  The deposit is billed in three installments:  $94.00 with the December 2022 bill, $94.00 with the January 2023 bill, and $93.00 with the February 2023 bill.  Our records show that 10 of the last 12 bills were not paid on time.  Disconnect notices have been issued on the account due to the past due balances.  Our records also show that there was a returned check in November 2022 with the return reason being that the payment was issued on a closed account. 

  The credit coordinator attempted to call Mr. ***** at the phone number provider – receive phone company message: unable to complete the call.  He also tried the phone number associated with Mr. *****’s account – no answer, left a voice message.

• Initial Complaint

  Date:02/18/2023

  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.

  AEP is downright ridiculous with their billing charges. They take complete advantage of being the only energy provider for my area. We're currently on day 9 of being disconnected from not being able to afford these outrageous prices!! Yes, with young children and in the middle of winter!!! They seemed understanding when I was telling them about us having to deal with a death in the family, our 14 year old son, who passed away after being released from childrens hospital on end of life hospice care! But sure didn't care to come up and disconnect us. Once our (now passed son) came home on hospice, I had no other choice but to quit my job and tend to him full time. What parent wouldnt? Which left my husband being the sole income provider. Yet, he "made too much" to get help. & that may have been the case IF electric was ALL we owned or if help was assisted on what his bring home pay was, not before taxes and all that. aep is taking complete advantage of people and need to be stopped!!!

  Business Response

  Date: 02/22/2023

  We have reviewed the account and are willing to make arrangements to restore service to the home but need to speak with the customer. A voicemail was left on 2/21/2022 on the working phone number we have.
  If the customer would like to discuss options to restore their power, they will need to either call the number on the voicemail or call us at AEP Ohio customer solution at *************
  

  Thank you,

  Sherry

  AEP Ohio

  
  

• Initial Complaint

  Date:02/06/2023

  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.

  Aep came on our property six weeks ago and did trimming and left twenty five logs. We need them to pick them up but calls to aep and their forestry department have't provided any help.

  Business Response

  Date: 02/09/2023

  An AEP Ohio forester spoke with Mr. ******* at his property on 2/7/2023.              
   In reviewing the wood that was left on the property, the forester   informed Mr. ******* that he would come back around 1:00 p.m. that day and pick up the     wood.  The forester  did  inform  Mr. ******* at that time, that any wood from trimming that is firewood sized, stays on the property and that our tree contractor had correctly informed regarding the wood left.  The forester requested thta     Mr. *******  move a car to allow easier access through his gate to the back yard.
  
   When the forester  returned at 1:00 p.m.  the car was moved, and he  proceeded to remove the wood from the property.  After completing this, the forester  spoke with Mrs. ******* in person to let her know that it had been removed.   
  Please consider this request fulfilled.
  
  Thank you,
  
  Sherry
  
  AEP Ohio

• Initial Complaint

  Date:01/03/2023

  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.

  We’ve been living in our current home for nearly 5 years, and twice AEP has disconnected our service based on incorrectly addressed requests from neighbors moving out of the rental next door. I don’t know how the neighbors got their own address wrong, but both times our power was cut off and our account closed, including our autopay billing. Both times we had to open a new account with AEP to restore our power, and then re-create automated payments (after phone calls and new account delays, because online access to our account ended when service was disconnected, and you can’t automate payments without online access). When we asked how AEP confirms the account holder’s identity for end-of-service requests, we were told they don’t do that and “assume the person knows what they’re taking about”. We requested that a note to be added to our account specifying that service should not be cut before confirming account ownership, and were told that can’t be done. At this point we have power and have set up billing for our *third* account (at the same address), but this seems like a larger problem that AEP should really be addressing. How can a major utility company be making service changes to existing accounts without confirming the requestor’s identity?! This seems not only inefficient, but negligent.

  Business Response

  Date: 01/09/2023

  Based on our records, the customer that called in provided the correct address.  However, the agent placed at the wrong address.  The agent stated on the call that they were correcting the force close in the system.  Unfortunately, their system froze and had to restart the program.  It appears the agent cancelled the new open but did not reopen the account.

  As requested, a note has been placed on the account for us to verify Lease and ID before opening.

  An AEP Ohio CSR sent an e-mail to Ms. ********* advising the above.

  Please consider this issue resolved.

  Thank you,

  Sherry

  AEP Ohio

• Initial Complaint

  Date:12/16/2022

  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.

  Want service, timeline: Jun 13 – set up account, appointment with tech to meet at property Jun 28 – met at property; need to check with supervisor on best way to proceed but there should be no issues Aug 11, Sept 9 – met at property to review status; told everything and easements progressing Sept 16, 19 – builder ready to begin construction; told tree trimming would begin soon; met at property, placement of power pole, discuss underground line Sept 22, Oct 7 – builder will be ready to hook up electricity in 3 weeks, asked if will be ready; told should be, materials ordered, easements proceeding; house framed, under roof; asked for status; talk with coordinator, give date soon Oct 12 – met at property, review placement of underground conduit, location of transformer; box delivered on Monday, tree trimming begins Friday Oct 19, 25 – asked when tree trimming begin; told soon; conduit installation completed; ask coordinator for a date; asked when tree trimming would begin; told trimming supposed to begin at start of week or next, box should be delivered soon Nov 2, 8 – asked when tree trimmers begin; told would start that week; asked for status; told trimmers had some issues, marked trees, should start that week Nov 14, 16 – asked for status; told tree trimmers began last week but hadn't Nov 17, 18 – expressed frustration; thanked for patience; asked for supervisor’s name and contact information-received supervisor’s name but no contact information; tech used wrong form, plan had errors; meet tree trimmers that day, meet linemen on Monday Nov 21, 28 – linemen have order, tree trimmers start next week, it takes about a week Dec 1, 5, 9 – tree trimming crew supervisor will get on it soon, unable to begin until next week, waiting for easement from DOT Dec 12, 13 – apologized for issues, took blamed; asked for status, what can be done; waiting easement from DOT, will check with South Central Power if compatible; nothing from DOT, South Central will allow AEP to connect

  Business Response

  Date: 12/22/2022

  On 12/20/2022 an AEP Ohio CSR called ************ and left voice message for Cindy Hall.  The CSR stated that there have been delays in getting this work planned and that communication with her has not be as we expect.  The Planning Technician is close to securing right of way from the Ohio Department of Transportation and we cannot move forward until the right of way is secured.  There is no time frame at this point for the installation of service.  The CSR provided his direct contact information for Ms. **** to return the call.  As of this response, Ms. **** has not returned the call.

  Please consider this request fulfilled.

  Thank you,

  Sherry

   

  Customer Answer

  Date: 01/17/2023

  I am rejecting this response because: 

  although thr tree trimming has begun, I am hesitant to accept the response from AEP given the past history of non-action until service is provided. 

  
  Regards,
  
  ***** ****

  Business Response

  Date: 01/20/2023

  To serve this site involves setting 13 poles and an underground primary voltage extension to the home.  This work will be done by a contract crew with the poles scheduled to be set starting 1/23/2023.  The underground portion will take place immediately after the 13 poles are set with a possible delay due to the availability of the padmounted transformer.  Work can be delayed due to storms and other emergencies, however it is expected to continue until service is installed.  

  Thank you,

  Sherry

  AEP Ohio

• Initial Complaint

  Date:12/14/2022

  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.

  I moved into my new apartment in October, I called the property manager and got my electric in my name. I didn't get a bill for two months, I called today and they tell me they closed my account out and I have to pay 91 dollars in ten days or else I'll have no electricity. I get paid on the 3rd of each month, I am disabled and on a fixed income, they would not work with me at all and I cannot pay it. They misrecorded my address and confused me with another resident, this isn't even my fault. I'm willing to pay I just have to wait until I'm paid!

  Business Response

  Date: 12/16/2022

  On 12/15/2022 an AEP credit coordinator spoke with Mr. ********* about the deposit.  The coordinator agreed to bill the deposit of $91.00 in three installments that will be added to each of the next 3 bills for the account. 
  
  Please consider this request fulfilled.         
  
  Thank you,
  
  Sherry

  Customer Answer

  Date: 12/27/2022

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

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

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

  AEP Ohio

  Dec 27, 2022 2:01 PM

  
  

• Initial Complaint

  Date:11/28/2022

  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.

  They took 391 dollars out of my account, there was no reason for them to do so! They had trouble with autopay before and tried charging me a late fee, but I cleared it up. But then I get this charge the next day. They refuse to give me my money back.

  Business Response

  Date: 11/30/2022

  Mr. ****** filed a complaint with the Public Utilities Commission of Ohio (PUCO).  A response has been submitted to the PUCO and to Mr. ******.  If Mr. ****** has any further questions, he is to contact his assigned PUCO compliance investigator and reference case ID *********

  Thank you,

  Sherry

  AEP Ohio

• Initial Complaint

  Date:11/03/2022

  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.

  it about my billing and they told me i did not make a payment when i did and i am still having the same problem with them i was told by a representative i need to pay 70 dollers i did not have that on that mounth then i payed it the next mounth when i called back to see if i could make payments on the mounth they sead i did not pay and they sead no that i need to pay the 70 dollers and threned me with a shot off the my bill still went up to 104 and i was told by 2 representatives that i only owe my pip payment i was told that by a female and a male and today i called because my bill was 104 when i was told by the 2 representatives my bill was all caught up and lord be hold now i get another story from the lady representative today

  Business Response

  Date: 11/09/2022

  Mr. *****s account is on the PIPP Plus program where is pays a monthly amount at 5% of his monthly household income.  His current monthly PIPP amount is $52.00.  When reviewing his accounts billing and payment history, a payment was not made in June and July 2023.  If payments were made during these months, documentation of payments would need to be provided so that we can further investigate. 
  

  Attached is the history for the last 6 months, which shows PIPP billings and payments.
  
  The current November PIPP amount of $52.00 is due by 11/22/2022.  The service is not subject to disconnection for non-payment as there is no past due amount on the account at this time.
  

  An AEP Ohio credit coordinator attempted to call Mr. Hill but there was no answer and was unable to leave a voice message as voice mail has not been set up for this phone number.

  Thank you,

  Sherry ** ****

  AEP Ohio