ComplaintsforAppalachian Electric Cooperative

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I come home today, May 13, 2024, and my power is turned off in my home. I called Appalachian Electric to see what the issue was and they tell me they don't even have an account for my address. After about 30 minutes and speaking with multiple people, I am told they had made a mistake with my address & account, and they can now get to the issue I am calling for... Once again, no one can figure out what is going on, and after another 40 minutes & speaking to multiple more people I am told the power at my residence was disconnected due to a past amount owed from my previous rented address, 2233 Kidwell ridge road, from January through march 2024. I moved out of this address on 22January2024 & called to have my electric transferred to my new address on the same day. During this call with Appalachian electric I was told that my power was successfully transferred. I made it clear that I would no longer be at the current address & power would only be needed at the new location. I have had power at the new address up to this date & have had no calls, texts, emails, or anything regarding an active account at the previous address. The supervisor has told me that my only option is to pay the amount owed to get my power activated, however the mistakes on my account that were made had nothing to do with my doing. I requested to have electric transferred. I was never told anything about creating a new account. The charges occurring from January through march were not my responsibility. someone was already living in the old address the day after I moved out. I was told the power would be transferred and that I had nothing more to worry about. Appalachian has told me that during a transfer, power can only be on at multiple locations for up to 7 days. This is why I am curious to how I can continue being charged for multiple months. Thanks to this situation, I am now having to stay in a hotel until I can figure out a resolution, along with everything in my fridge being ruined.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  This electric company has continuous inexcusable power outages. And at times, will disconnect their phone lines to where its a busy signal to limit the complaints rolling in. My power today alone has been out, along with many others, for at least three hours, and when I try to call this place to report, its a busy signal. Also theres no communication or updates they administer to let their customers know of the power outage progress, if there is any

• Initial Complaint

  06/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For the THIRD consecutive day, my neighbors and I have lost power for HOURS at a time. These outages were not planned or associated with a storm or extreme event; the reasons were mundane (i.e. equipment issue, tree contact). The first outage represented a number of people within my vicinity, but the second and third outages were contained to my neighborhood only. The first outage was unfortunate, the second outage was annoying... and the third outage is inexcusable. Your people addressed outage #2 with poor quality control and failure to ensure the issue was fully resolved; that's why you were back out for #3 less than 24 hours later for the same "tree contact" issue. Because this has inordinately impacted my service and address, as well as the entire neighborhood, I propose that AEP should provide some sort of account credit or refund for the hours-upon-hours of no service over the past 72 hours.

  Business response

  07/06/2023

  Appalachian Electric Cooperative (AEC) received your letter on July 6 concerning power outages and attempted to determine the details of these outages.  A search of the name listed in the complaint did not return any results.  The address listed was in Virginia, and an assumption was made that this may be a mailing address.  A search, again, did not return any results.  We are a power distributor under the Tennessee Valley Authority.  We serve parts of five counties in Tennessee.  We believe this complaint needs to be directed to Appalachian Power, one of the American Electric Power (AEP) companies.  They serve the Roanoke area and can be reached at 1-800-956-4237 or AEP.com.  We also ask that this complaint be closed with no further action required.

  Sincerely,

  *** ********

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

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  AEC and Trilight installed fiber down my street . Then gave the installers permission to treapass ** my property and attach a cable to my home . They they did without contacting me and asking. Put screws in my new metal ! They then said they would fix it and they came out and installed the cable the way it should have been done to start with . Then send someone out to fix the metal. They attempted to fix it but looks horrible! Now ******* And **** at AEC say that I will have to get a lawyer to get my home fixed properly. Just want my home fixed that's all I want not money don't even want an apology just my home fixed properly.

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