Customer ReviewsforAES Ohio

I am in the military and have bought a house in ohio and have been trying to turn on the electricity. I was told to get a form notarized and to have proof of ownership! I sent the forms and have contacted the company 6x with wait times up to 30 minutes each and have been told 6 different times that the notary needs to be redone for different issues. I am currently in California and they do no except the notary that i had gotten in California and that it needs to be redone! They are not able to tell me what I need to do to get the notary up to par for there standards. The customer support is rude and doesn't have any answer and have been hung up on. This is the worst company that I have dealt with and should be ashamed for how they treat their customers! If this wasn't the only company that serviced my area I would 100% find some one else!

Thank you for the inquiry regarding our customer. Our customer applied for service on 07/16/24. Due to the large outstanding balance on the previous party’s account our company held for the Revenue and Protection (notarized affidavit & lease/proof of ownership/landlord statement) to show the change in household. On 07/17/24, our company received the property owner’s affidavit. Our customer was advised that the notary needed to be on the same page (received 2 separate pages), filled out completely & also reminded to send in proof of ownership. Our customer claimed that in the State of California notaries will not notarize his affidavit page but would follow-up with a different notary. Later, our company received an altered version of the affidavit where the notary seal was taken off another page & copied/pasted onto the affidavit. This is not acceptable. It was also reviewed with our customer that the property owner affidavit goes with the proof of ownership -or- the tenant affidavit goes with the lease / landlord statement. An email was received on 07/22/24 inquiring about the status of the account & our customer was advised to call Customer Service to discuss the requirements for service. No further contact has been had from our customer. The previous party’s balance was paid to $0.00 on 07/25/24 which removed the hold for the Checklist documentation so at this point, all our customer needs to do is call into our Customer Service Department to have his order released for reconnection (PH# ************* Mon. – Fri. 8am – 5pm).

WOW! These are sad reviews AES and they make me wish we had an alternative power company to choose from. My review unfortunately is only going to add to the negative customer service you provide. I fully realize my power is being turned off because of my past due amount, however, you show up and turn off my power at 2:45pm then tell me I have to have pay my past due amount paid by 3pm or I won't get my service reconnected the same day, then keep me on hold for 20 minutes that's pretty dirty. Especially when your inform my mother has medical equipment that needs to be plugged in (and yes i have submitted letters from her doctor to you to keep on file). And also when the emailed notice I recieved on the 1st says the past due amount needs to be paid before the 22nd to avoid a disconnect in my service, don't you think you should honor your given dates? Or if you are not going to be disconnecting services during a given time period maybe you should be giving notification informing customers now that the suspension has been lifted, you power will be subject to disconnection at any time. I think your customer service and communication is a joke. And as soon as I can aquire an alternative means of power supply I am leaving your services. Bill paid or not.

On 07/17/24, our customer was mailed a disconnection notice informing the customer that the account balance of $839.80 needs to be paid by 5PM to avoid service interruptions after 07/31/2024. Our customer did not meet the requirements to avoid service interruptions. On 07/10/24, approximately at 2:36PM the customer’s services were disconnected due to non-payment, and a notice was placed on the customer’s front door by our company technician. Our company sent the customer disconnection notices, along with billing statements notifying the customer the amount that is due to avoid service interruptions also, our company notifies the customer through automated calls to inform the customer what is due to avoid disconnection of services. Our company records did not show that the customer’s mother has requested or has life support set up on the account. Having Life Support on customers account is for customers that have on-going medical conditions that require utility services to operate medical equipment. These accounts require priority attention code in the event of an outage to alert technicians, however, it does not guarantee faster restoration during an outage. Customers must have the doctor’s fax number and information to send the form by calling into our company’s customer service department. In case the customer’s services are disconnected due to non-payment, the life support does not support service restoration. If eligible our customers can contact our company’s customer service department to request a medical certification to be faxed over to their doctor to stop the disconnection or get the service reconnected. The customer can utilize 3 medical certifications a year, with the medical certification providing time to give customers a chance to make a payment or get assistance with utilities keeping the services from disconnection for 30 days. The customer must request the medical certification to be faxed over to their doctor by 3:30PM Monday through Thursday, and by 5:00PM on Fridays. If the customer medical certification is approved, the customer will receive a call back from one of our customer service representatives for same day reconnection of their services. Our customers can utilize one of our payment agreements available to set up a 1/6 or a 1/9 payment agreement on their account. The 1/6 payment agreement consist of the customer paying 1/6 of their past due amount (installment) + their current bill in 6 monthly payments. The 1/9 payment agreement consists of the customer paying 1/9 of their past due amount (installment) + their average bill in 9 monthly payments, with the conditional payment amount due by 5:00PM to start the contract of the payment agreements. On 07/11/24, approximately at 10:18PM, our customer services were reconnected. Our customer’s current balance as of 08/05/24 is $1,881.54 with a past due amount of $1,234.81. Our customer can contact Community Action Partnership at (937) 341-5000 to apply for the PIPP or HEAP Program and the customer can contact United Way Help Link by dialing 211 to assist with utilities.