ComplaintsforAES Ohio

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to you at the present time to complain about my electric service company AES Ohio I feel that I was defrauded and when I call to complain, the customer service rep. HUNG UP on me! On a scale of customer service you rate 1 on a scale of 1-10. Addendum: I want my account to show the proper amount on my 2024 bill

  

  Business response

  04/11/2024

  Thank you for the inquiry regarding our customer's billing concerns.  There was no attachment provided to AES Ohio as noted in the case complaint, but besides the payment made on 04/05/24, after 03/15/24 the most recent the bill statement's most recent mail date, the bill statement have been reflecting our customer's total account balance accurately. Out of speculation, perhaps out customer's referring to total account balance as it updates online & on the automated phone system as payments post to their account -- as no live Customer Service Representative has accessed this account in several months (since Nov. 2023) nor have any calls been located from searching our customer's phone number.  If our customer wishes to provide any additional information, AES Ohio would be happy to investigate farther. Thank you. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AES disconnected power due to non payment on 3/12. We paid our balance in full on 3/12. They never told us to turn off our breakers to restore service. When they came to reconnect, they couldn't because our breakers were left on. We called again on 3/14 and they said they were sending someone out before 5pm. After 5pm we call again, they said they would send someone out before 10pm to restore services. At 9:30 we call emergency dispatch and they confirmed someone would be out before 10pm. 11pm no one has restored services. Temps were below freezing. We have a small child and household pets. We called again and they said someone would be out next business day. By then, we would be out of the country. We admittedly had to make a decision and restore services our selves due to the freezing temps. AES never contacted us after that. Today, 4/8/24 a service person trespassed our property and disconnected services again. AES says someone will be out in 3 days to restore services because now they have to conduct an investigation. AES has continued to lie to us about restoring services even though we have a $0 balance on our account.

  

  Business response

  04/19/2024

  Thank you for the inquiry regarding our customer's account concerns. On 03/14/24 our customer was disconnected for a delinquent payment in the amount of $175.00. On the same day our customer reported a payment of $921.25 to one of our Customer Service Representatives, and our customer’s services was scheduled for reconnection the next business day. Approximately at 12:26PM on 03/15/24, our AES Ohio technician attempted to restore our customer’s services, but due to all the service breakers not being off services were unable to be restored. Our customer claimed they was not told to turn all the service breakers off when speaking with our AES Ohio Customer Service Representative. It was then confirmed by our AES Ohio Admin Representative that due to our Customer Service Representative error; our customer can have the services reconnected the same day for a second attempt advising and confirming with our customer that all the service breakers were off and that it will be a clear meter access for our AES Ohio technician. Our customer requested for the services to be scheduled for restoration on 03/18/24. Approximately at 4:52PM on 03/18/24, our AES Ohio technician attempted a second time to reconnect our customer’s services and was unable to restore our customer’s services due to our customer having their gate locked and the gate was barricaded blocking the driveway entrance. Due to the unsuccessful second attempt in restoring our customer’s services, our customer reconnection order was deleted. Approximately at 3:38PM on 04/05/24, our AES Ohio technician arrived at our customer’s residence. our technician was attempting to get access to our customer’s meter, but our customer had let their dog out into their yard so getting access to our customer’s meter was unsuccessful. On 04/08/24 approximately at 3:00PM, our AES Ohio technician arrived at our customer’s residence and notice that our customer meter shown consumption past disconnect and our technician disconnected our customer’s services placing a lock on our customer’s meter. On 04/09/24, our customer’s authorized party was advised of the fraud and theft charges that occurred from the Hot Meter Order Investigation. Our customer’s authorized party was advised of the requirements needed for service restoration that totaled $425.08 = $255.08 for theft charges, + $20.00 for labor charges, + $125.00 for the investigation fee, + $25.00 for the reconnection fee. Once our customer had met the required payments and reported the required payments and confirmation number to a live Customer Service Representative, a notification would be sent over to our AES Ohio Revenue and Protection Department to remove the fraud and theft block off our customer’s account and restoration would be scheduled for the next business day. On 04/09/24, our revenue and protection department confirmed that all of the requirements for our customer’s hot meter order have been met and that our customer’s services had been scheduled for service restoration on 04/10/24. Approximately at 12:31PM on 04/10/24, our customer’s services were restored.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AES shut our electricity off from our house in extremely cold conditions after they told us there would not be a break in service. We made it very clear that we were closing on our property on 22 March 2024 and they said that the first appointment wasn't til 25 March 2024, but we wouldn't be without electricity. Now I'm sitting here with my young children and $600 worth of groceries in the fridge with no way to power my house. I called AES and they told me there is nothing they can do. That's unacceptable. When you have a monopoly in you're area, you shouldn't be allowed to force a family to incure charges and be without power for a whole weekend when it was made clear my expectations.

  

  Business response

  03/26/2024

  We’re very sorry to hear that our customer had a bad experience with AES Ohio's Customer Service Center. It’s our goal to deliver the highest quality of service to all of our customers.  This matter has already been reviewed by an AES Ohio Customer Service Supervisor. Our customer's service was successfully reconnected as of 3/25/24 at 10:19pm.  We understand that our customer would like to file a claim for reimbursement.  All claims go through the AES Ohio Claims Dept.  For more information, please visit: ***************************************  Thank you.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had filed bankruptcy 12/22/2023. AES OHIO as well as my energy supplier CONSTELLATION was in the bankruptcy . The person at AES OHIO that handles the bankruptcy documentation informed me that I would receive a new account and soon will be receiving my bill with that new account. My account was suppose to be $0 due to the write off. When January came, I did not receive my new bill. My old account was still in the system and also when I would call, a representative seem to not know what was going on, but still had the old account in the system. I called the lady again who was handling the bankruptcy and she stated she just got back from vacation, and stated that I should receive my new bill. I did not get my bill until FEB! On the new bill they carried over the old fund. I should of had a $0, and on the new bill they have $922.91. I called and they said I owed my energy supplier CONSTELLATION on the new bill $365.00. and since the old bill transferred from the energy supplier which totaled $963.73. AES refuse to update my bill. AES new bill did not come to me til FEB with a balance. and again, I SHOULD OF STARTED AT $0! THEY NEED to adjust as write off just like CONSTELLATION did. Constellation also sent me an email for my records. I have been having problems with AES for a long time as ALWAYS having inaccurate billing information. If this will not be settled. I will get the office of Sherrod Brown involved cause this has to stop

  

  Business response

  03/26/2024

  Thank you for the inquiry regarding our customer’s billing concerns. AES Ohio’s Bankruptcy Specialist spoke to our customer on 03/11/24 regarding her disputing charges on the new, post-petition account.  The Specialist’s findings are as follows:  On 12/22/23 our customer filed Chapter 13 bankruptcy which was provided to AES Ohio's Bankruptcy & Judgements Department on 12/27/23. On 02/05/24 and 02/06/24, the customer’s first statements on the new post-petition account (debt obtained after filing bankruptcy) were mailed. Our customer is upset that the balance on her first statement, post-petition account, was $590.12 ($224.24 AES charges + $365.70 Constellation New Energy third-party electric supplier).  AES Ohio reviewed the account & verified that this account was handled accurately, and the new post-petition account is only for electric usage used after her 12/22/23 bankruptcy filing. There were no payments made to transfer over to the new, post-petition account. 

  Customer response

  03/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: I attached the letter from constellation. AES need to adjust.

  i received my new bill in February. AES need to adjust. I have the receipts so please correct
  
  Sincerely,
  
  **** *******

  

  Business response

  03/27/2024

  Thank you for the follow-up inquiry regarding our customer’s billing concerns. All charges on the post-petition account were after our customer’s bankruptcy date. If the customer believes the constellation charges are incorrect since 12/22/23, the charges must be disputed with the ES (electric supplier) to have rebilled. AES Ohio has performed a thorough review of this customer’s account. It has been determined that this customer’s request was handled appropriately. AES Ohio now considers this case closed.

  Customer response

  03/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  AES is not doing their job as adjusting and keep sending messages like this.  I do not want this closed.  They need to fix my account and quit threatening me with shutoff
  Sincerely,
  
  **** *******

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There have been a very high number of electrical outages for a particular area of our neighborhood and AES Ohio refuses to solve the problem and only offers short term fixes. We've had an irregular number of outages only on one side of our street (******** **) and the houses behind our street on ***** *** These ongoing outages have been happening for literally years and affects nearly 20-30 if I had to guess. Anytime there is a strong wind our electric goes out and AES sends a team out to fix the issues which takes hours every time it happens. The houses on the other side of the street are not affected I believe because their power lines are buried. I spoke with AES customer service today and they agreed there was a very high number of outages over the past year. They claimed that it was due to different reasons including downed tree branches, equipment error, and squirrels....... Our neighborhood is sick and tired of our electric constantly going out and we want a permanent solution from AES and not a temporary fix that only lasts until the next wind comes along.

  

  Business response

  03/27/2024

  Thank you for your inquiry regarding our customer’s reliability concerns. There has been a total of 3 outages in the last 12 months: 11/29/23 outage was caused by a squirrel, 03/09/24 the cause of the outage was unknown which is considered uncontrollable, and 03/20/24 this outage was also caused by squirrel nests and to reduce the amount of animal outages a squirrel guard was installed. A reliability investigation is appropriate when there is a reliability issue detected (3 or more controllable/preventable outages in a 12-month timeframe). Currently, there is no reliability concern requiring farther investigation by AES Ohio. All repairs & replacements were made at the time of the outages to return systems back to normal & restore power. AES Ohio understands that power outages are frustrating for our customers & we are committed to providing reliable service to all customers. Still, it’s important for all customers to have a plan in place in case of a power outage, especially if there is a special medical condition. Our customers may contact AES Ohio Customer Service (ph# ************) to let us know if there is a condition, and it can be notated on the account (*life support notations require additional paperwork to be completed by the patient’s doctor but is faxable). However, AES Ohio cannot guarantee priority restoration, and any customer would need to have a backup plan in place, such as using a generator or staying with a friend or family member during an outage.
  

  Customer response

  03/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: Per the companies response, I find it wildly inappropriate and unfair that the company can diagnose the cause for the outage as well as determine what a reliability concern is. I'm the customer, and I deem what a reliability concern is. If they know that 3 "controllable" outages in a 12 month period would deem a reliability issue then there's obvious reason for them to claim that the cause of the outage is "uncontrollable" hence leaving them with no responsibility to permanently fix the issue. It's a conflict of interest and I find it very irregular that every time there's a strong wind, our power goes out as a result of "squirrels". 

  I believe that many others homes have buried lines and don't have the same ongoing issues that we have.

  
  Sincerely,
  
  ******* ******

  

  Business response

  04/03/2024

  AES Ohio has performed a thorough review of this customer's reliability complaint. It has been determined that this customer's request was handled appropriately. AES Ohio now considers this case closed.

  Customer response

  04/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: The AES process for identifying or confirming reliability issues is unethical and unreliable as their standard operating procedure will always be their word against the customer. There's no incentive for them to proactively prevent recurring outages for customers when they're able to claim what the cause allegedly was and whether it was "Preventable" or not. The company never contacted me outside of the BBB platform and I'll be be doing everything in my power to continue this dispute moving forward.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had AES out on 10/30/23 fix a partial outage at my house and when they came I was told that they couldn’t find a problem on their end and to call an electrician because it was something inside my house. I had an electrician out on two different occasions but they didn’t find any problems on my end or anywhere in my house. I dealt with having an off and on partial power loss for 4 months before AES finally figured out that the transformer was faulty and replaced it. I was unable to run my furnace all winter and had to use electric heaters on the part of the power that actually worked. I also have a well so therefore I also didn’t have running water for 4 months. I had outrageous utility bills all winter and when I reached out to AES today explaining that I don’t feel I should have to eat this cost they told me it was my breakers. Really? Wow! I had to have AES come 4 times for the same issue every time. I never changed out any breakers or had to fix anything in my home. The problem was never resolved until they fixed the transformer two days ago.

  

  Business response

  03/19/2024

  Thank you for the inquiry regarding our customer service concerns. On 03/05/24, AES Ohio responded to a partial outage by replacing the connection at the transformer.  AES also determined the transformer should be replaced due to a loose bushing that was changed & age.  The transformer & pole were being planned for replacement as of last week. On 10/30/23, the outage reported to AES Ohio was for an “all out.” AES Ohio found power on with good voltage at the meter so the call was completed as “okay on arrival” since the customer actually had power. AES Ohio responded to a partial outage reported on 12/23/23 when the lineman diagnosed the problem as a breaker issue. None of these issues would have affected the billing. Thank you.

  Customer response

  03/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: I wasn’t home when I called in October it was a partial outage no full power outage. Also I never had a breaker issue and the lineman never looked at my breakers or even spoke to me. I wasn’t even home when he came out so please explain to me how you determined that there was a breaker issue? That is something you just made up lol so I would like to know what proof you have of my bad breaker issue! I still have the same breakers and I had an electrician test them. There were no issues with the breakers or anything electrical inside my house, but the issue wasn’t resolved until the transformer was fixed? The issue was the neutral line coming off the transformer. It was loose causing intermittent power loss off and on all winter. It really doesn’t matter because you will never admit to providing less than adequate service that cost me double money and hardship on my family all winter. You screwed me over and you know it. It’s just bad business on your part for not investigating further and finding the issue sooner. It is what it is your full of crap and I got screwed. Thank god I took off work this 4th or 5th time I called you out so I could force your worker to check everything otherwise he would have just left too and not fixed anything and made up another lie about breakers! You people a joke! No one will even speak to me on the phone about this whole ordeal. Terrible customer service!
  
  
  ******* ********

  

  Business response

  03/26/2024

  Thank you for the follow- up inquiry regarding our customer service concerns.  An AES Ohio Line & Field Operations Lead spoke with our customer last week to ensure she understands her service issues.  If our customer would like to continue their dispute, they may final a claim at ***************************************  Thank you.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over the years aes ohio has been coming to my house to work on the pole behind my house and has torn out my fence to drive the heavy equipment in my back yard the only way to my knowledge is to tear out my fence and put it back in well it has come out of the ground now badly. I did not know who to contact and on 1/25/24 there was an outtage and they drove the equipment back again and cut down the limbs to get up on the lines to fix the outtage and left debre they cut down. i filed a claim for an estimated $1800.00 they denied me. they said the lineman stated it was extreme disrepair and that is true because they did it over and over again whenever they has to cut down limbs and get back there to work on lines and pole. I gave them pictures and an estimate of damages. All i want is my gate and fence repaired. Thanks I wish i knew who to contact back then i just so happen got the information on who to contact. I live alone and have no kids and there is no way that fence would have gotten torn out like that. I am 61 and living hear for 20 plus years

  

  Business response

  03/20/2024

  An 01/24/24 outage prompted our customer to file the claim as AES Ohio did access the property.  The technician explained when AES Ohio showed up there were no proper fence posts supporting this fence and they were rusted off and broken at the ground. AES Ohio found the fence in the same condition as the photo sent in by our customer, leaning and balanced on a metal rod on one side and balanced and not attached on the top rail of the fence run perpendicular. Note the other fence run is coming down as well. The chain link is no longer attached to the top rail and you can see the support posts have come out of the ground. 
  
  Our customer has provided no other information of when the fence was damaged or photos or any other proof. Although it is apparent that the fence has been getting damaged over a period of time, there’s been no evidence provided showing that the long-term damage was done by AES Ohio. It seems the fence has not been properly maintained and has deteriorated over a period of time.
  
  Per AES Ohio’s Claims Supervisor:  Upon receipt of our customer’s request for reimbursement AES Ohio investigated their claim involving their property. On January 24, 2024, our customer experienced an outage due to a damaged transformer. Crews immediately responded to troubleshoot the issue, the transformer was replaced, and power was restored on January 25, 2024. Our customer claimed that our crews damaged your fence while accessing your property. After speaking with the linemen involved, it was noted before accessing our customer’s property that our fence was in extreme disrepair and was improperly installed. AES Ohio crews took care to move the remains of the fence to access our damaged equipment and put it back in place when they left. Because the fence was beyond it’s useful life before AES Ohio arrived, AES Ohio cannot be held responsible for the condition of your fence. While we sympathize with the cost and inconvenience our customer’s experience, AES Ohio is unable to approve their request for reimbursement.
  
  .

  Customer response

  03/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I want to talk to someone at aes Ohio because they seem to not understand my claim. ************ or cell ***********
  Sincerely,
  
  ***** *******

  

  Business response

  03/21/2024

  If our customer has additional evidence to provide the AES Ohio Claims Dept. for farther consideration, she may fax (************), email (*********************), or mail (AES Ohio Attn: Claims Administration **** *** ****** ******* ** *****) it for farther review.  Otherwise, AES Ohio has performed a thorough review of this customer's complaint. It has been determined that this customer's request was handled appropriately. AES Ohio now considers this case closed.  Thank you.

  Customer response

  03/28/2024

  I have not heard from the company which I asked them to contact me so this is nor resolved! 

  

  Business response

  04/04/2024

  Our customer has spoken with the AES Ohio Claims Dept.  Our customer reiterated that over the years she believes AES has been accessing her property, damaging her fence and not putting it back in place.  She said the recent work in January prompted her call and to file her claim for the fence.  She said she had never called in before because she did not know who she should call -- as in she did not know who accessed her property & whether or not it was even AES Ohio. Our customer has openly admitted that she was not sure who had been working in her yard over the years, she just thought it has been AES because we accessed her property in January. When asked for any dates of when she noticed her fence damaged or when someone had accessed her property, she did not know.  Our customer does not have any specific dates that AES can even cross-reference for plausibility, and she had not even seen anyone from AES accessing her yard until January 2024, therefore our customer's claim remains denied. Thank you.

  Customer response

  04/14/2024

  Hello it has not been solved I am disappointed with Paul the supervisor he did not offer any other solution I told them they even messed up my drive way and he overlooked that! I even have proof. I do not want them to go in my back yard anymore! 

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I, ***** *********** placed a complaint on the electric meter to **** **** ***** ***** *** ************ ** reading too high for an empty house addressed to AES Ohio - *** *** ****** *********** **** ********** customer service ************** on account number **********. AES sent someone out to test the meter, and they said a bolt was placed on the meter by the supplier, thus they could not test the meter, nor did they know just who the supplier is and would not test the meter.

  

  Business response

  03/04/2024

  Thank you for your inquiry regarding our customers’ high bill concerns. AES Ohio records show that the bolt that was placed on our customer’s UG socket cover was not placed by the electric supplier nor AES Ohio The bolt that was placed in our customers’ UG socket cover it was installed by our customer or the previous property owner/customer. On 2/8/24 an AES Ohio technician came out to test the meter the technician could not gain access to the seized bolt in our customers UG socket cover. If our customer desires, an AES Ohio electric meter technician can go out and cut the seized bolt by an appointment will be scheduled accordingly. ************ Monday through Friday 8:00AM to 5:00PM.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We own multiple rental properties and have the payments automatically deducted from AES when they are due monthly. We were not given "eligibility" for an auto-deduct for one of our accounts so we had to manually log onto AES and pay it from their site and from our bank. The system remembers your bank account from past payments and In December I issued a payment was for $41.97. I logged on last week to pay January bill and it shows that the $41.97 payment was returned by our bank. ? Not possible due to insufficient funds but I was given no reason. Called AES this morning and was on hold for close to an hour. Finally a representative told me that we were no longer able to pay online since we had a returned payment. Meanwhile 7 other accounts got paid from that same bank account. ? She gave me the last four digits of the account number and it appears as though that was the last four digits of the routing number. I am simply trying to expedite the payments as we do with the 7 other accounts. Now we are in some sort of detention with this account and AES claims we are not in good standing. I am disputing a late fee and a $15 return check fee that they are charging us.

  

  Business response

  02/15/2024

  Thank you for the inquiry about our customer’s billing concerns. AES Ohio records show that our customer had a return payment in the amount of $41.97 that occurred 12/7/24. The reason for that return payment that occurred was due to customer advised not to authorize the return payment on 12/12/23. Due to this return payment, our customer was charged a return payment fee of $15.00 on 12/14/23.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My lights went out and stayed out for over 6 hrs so when i go to the job center to have my food stamps replace AES tell them that my life went out for only 20 in and it was due to them well who in hell was it ..... it was not my fault i did not go out there and turn the lights off when i call to report it the automate system info me that they know and was working to get it back on well that was at 10 or 11 i got home around 5 and my lights were still out a AES rep called me and said that you will have to go to your breaker cause yours did not come back on and she told me were it was and how to turn them back which i felt like was out of charter cause i could of had got shock i did not know anything bout turning my lights on but i was tired and cold and wee need it they were not going to send anyone out to fix the problem every body want a pay check but no one want to due the work

  

  Business response

  02/01/2024

  Thank you for the inquiry about our customer’s outage concerns. AES Ohio records show that our customer did not experience an outage which AES Ohio had to rectify. Our customer experienced an outage because the main breaker outside located on the meter needed to be reset. Although our customer may have experienced a service interruption longer than 30 minutes, it was not due to AES Ohio equipment, it was caused by the customer’s equipment. Due to this, AES Ohio would not be able to provide an Outage Verification form.

  Customer response

  02/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  i do not care who was a faullt i would like for them to do in investgate and see how long my lights did stay out for AES is acting as if i am try to say that someone is the blame but its not i would just like to get it corrected with the job and family
  Sincerely,
  
  ******** *****

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