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:04/24/2025

  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.

  Explain to me how i move to a new residence and just to get electric service I am charged 292.00 deposit which was paid in full. Then receive a disconnection for not paying 98.00 of the deposit within 10 days. The entire deposit amount was paid at one time, 292.00. Then a week later a 35.00 payment was made for the bill. Then on the 21st of this month they are demanding another 106.00 for current electric service. I moved in the new residence on the 6th of March, it is April 21, 2025 bill. So just for electricity a little over a month, i have paid 292.00 (for AEP to drawn interest on), 35.00 for electricity and 106.00 for a 31 day billing cycle. Nothing is in here except a refrigerator, stove, a router and a tv. How does it cost 106.00 to cook 1 meal a day and watch tv after work? 433.00 for electricity for 1 month? Get rid of Appalachian Power! Get them out of Virginia. When you call, they dance around the bill which should not be difficult to read! I purposely unplug everything in the house. I do not run the heat pump. I paid the deposit in full! I did not make three payments of 98.00 per month but somehow it is still on the bill and they are saying we owe 106.00 in current charges. No, not possible! If it costs 106.00 for a stove, refrigerator, router per month, I do not want them as a service provider. I pick any other company but Appalachian Power! Every time I am forced to call them, I am irritated and end up angry after the call.

  

  Business Response

  Date: 04/28/2025

  We have attached history of the account.  03/07/2025 - 03/20/2025 - Electric Only Charges $39.42 03/20/2025 - 04/21/2025 - Electric Only Charges $94.24  These charges are in line with past electric usage at the service location. The additional charges billed are for deposits and the $12.00 service transfer fee $12.00Thank you ******** ** 

  Customer Answer

  Date: 04/29/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The deposit amount has “nothing to do with me and my consumption”. It is an excessive amount to charge just for Appalachian Power to collect interest on for an extensive period of time.As far as consumption goes, the boxes here need to be checked. There is nothing on here. Basic service with no one here all day should not be 106.00! Nothing is on! The only thing plugged in is a stove, refrigerator and a router! Everything else is unplugged after it is used. It should not cost over 100.00 for a stove & refrigerator, and a router!I had a 4 bedroom house with more plugged in and the bill was 68.00!Again, overly broad and unduly burdensome. Regards, ******** ***** 

• Initial Complaint

  Date:04/23/2025

  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.

  Good Afternoon, We just added another address to my account. I needed the account number and logged in and noticed I already have a bill for the new address for $89.80. I called AEP and was asking why I have a bill due already. First I got that we owe a bill from 2022. Everything on the account was paid and no service was continued. My husband rewired our chicken coop due to NO power at the coop. Then I was told it is a $75.00 deposit and other charges added equal the $89.80 but no bill on the account. The new account number is…*************** The old account number is ***************. The account was closed and nothing was owed on that account. AEP is charging us for a bill that is three years old that they claim was part of our bill all along. We pay them a monthly fee and we have never heard anything about this bill until today. No bill was ever sent to us. I called and Spoke to Mr.***** and explained to him but he was not intelligent enough to understand what I was telling him. Within 5 minutes I had 2 different excuses for the $89.80 If I owned money it should have been added to my account I have had since 2020.

  Customer Answer

  Date: 04/23/2025

  This is literally my first bill for the new address. They are trying to get me to pay something I don't owe. How is this fair to me and my family?

  

  Business Response

  Date: 04/23/2025

  Good afternoon, Prior account #************** (Outdoor Light and Coop Bill 06/06/22-11/02/22) The account balance was charged off in the amount of $89.80. We did not transfer the outstanding light and coop bill to your primary residence (Account Number **************) at the time the account closed. When you applied for the new service on 03/31/2025, the prior bill was found. It is common practice that we check for outstanding bills at the time new accounts are established. The balance on *********** was reinstated and transferred to the new account (**************) when opened. The balance on the new account is $131.08. This includes the electric charges from 03/31/2025 – 04/22/2025 of $29.28. A service fee of $12.00, and the old bill of $89.80.We have placed an extension on the account for the total balance of $131.08 to be paid by the due date of 05/13/2025. No further action is necessary on our part.Thank you, ********* *. 

• Initial Complaint

  Date:04/15/2025

  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.

  This address is at a house,*** ***** ***., that belonged my deceased parents and has been sitting vacant for over a year. Evidently, two electric heaters that were being run, to keep the pipes from freezing in the winter, used more electricity than my two story house in full use. That bill skyrocketed to over 350 dollars in two months, so I messaged AEP and worked out a payment arrangement. That amount was $130 and was doable. I received a text on March 21st, which I have included, that says I have until March 26th to make that payment. However, I went to pay it on the 24th and that payment option wasn't available. So, I messaged AEP back again and was told I had missed the agreed upon pay date, and I then explained the text I received. To this, the associate replied it didn't matter what text I had received I had missed the agreed upon due date. So, I asked for another payment arrangement and they said that was not possible. So, now my power is due to be disconnected on Wednesday the 16th of April unless I pay the full amount due of $520.37. I know the situation will not be resolved by the disconnection date, but I wanted to have a paper trail in place. I want AEP to honor the original payment arrangement that they sent me and allow me to make those payments. It is not my fault that they sent out a text on the due date saying I had 5 more days. I merely thought they were allotting me additional time, but they need to stand by what they send. Thank you

  

  Business Response

  Date: 04/23/2025

  Good morning, We would like to clarify the payment schedule associated with your account. The due date of March 26, 2025, pertains to the regular billing cycle. However, upon establishing an Electronic Payment Arrangement (EPA), the initial payment was due within a specified time frame, which in this instance was by March 21, 2025.As of today, we have not yet received the required payment, despite the due date. The last payment recorded was on December 16, 2024.The electric service has been disconnected for failure of payment on the electric account.  The total outstanding balance is $587.28.The total past due is $520.37.  You are required to pay a reconnect fee of $20.00 in addition to the past due of $520.37. The total reconnect amount is $540.37. Thank you,********* *.

  Customer Answer

  Date: 04/28/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  Regards, ****** ****** 

• Initial Complaint

  Date:04/15/2025

  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.

  In feb I called aep about my bill. Every month I have to get an extension because I am on a limited budget. I made an inquiry about my ex husband being placed off the bill. I made it a 100 percent clear that I did not want his name off the bill if the transfer would cost me more money. The lady who was extremely nice said no issues if you pay $300 dollars before this date in march the $303 dollars owed to the account would be taken care of by the $560 deposit you made in 2010 when you moved into the home. You would owe no more maybe $50 dollars. She said she was going to try to wave the $12 fee because I was not moving to turn the lights on. March 14th would be the transfer into my name and no issues the $303 was taken care of by the deposit. Forward to march 16th there is over $400 bill and my ex names is not taken off the account. I called aep very upset because I was told no issues. The man answered said he could not help but he would transfer me to the financial department. I told her I was told the $303 taken care she said it was and keep doing what I am doing that I was back on the budget plan and my light bill would not be over $300 per month. It takes 72 hours to transfer just back into my name. Keep doing what you are doing **** no issues. Now I owe $576 dollars. I made it clear that I did not want to take his name off the account if it cost me over $300. I have a dad that is in hospice and a daughter with cerebral palsy and autism and I am on a limited budget. I was told today aep was sorry nothing they could do. They have nothing to do with my household situation they only care about electricity. I made it very clear I get an extension every month and I did not want the transfer just into my name if it was going to cost me. I was also told that the $303 was paid for from two aep employees by the 2010 deposit of $560 two weeks later they are telling me bills just don't disappear we made a mistake nothing can be done pay the bill

  

  Business Response

  Date: 04/23/2025

  Good afternoon, The balance on the account is currently $276.56. This is the current budget amount of $272.00 and a late payment fee of $4.56 and is due on 05/05/2025.The additional balance was deferred since you are currently on the Average Monthly Plan (AMP). The deposit did not apply to the account. It transferred to the new account, per our credit policy and deposit guidelines.Thank you, ********* **

• Initial Complaint

  Date:04/15/2025

  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.

  Aep is holding me accountable for previous tenants bills, I rent my house. One particular employee her name is ***** she works for collections at aep, was very rude refusing to cut the power on untill I paid 3000$ cash. Mind you these bills are not in my name just one and that total is less then 3000. Ive sold my house and I need the power on, the amount of disrespect I received from aep is unacceptable. The way the handled this situation was very unprofessional. ***** even went as far as calling my water company to see who's name that is in. She keeps stating the house is in my deceased mothets name, which is incorrect. All this is speculation and not factual

  

  Business Response

  Date: 04/23/2025

  We are investigating your complaint and will respond with details as soon as we have information.Thank you ********* *.

• Initial Complaint

  Date:03/28/2025

  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.

  Appalachian power had a line start a fire that damaged my privacy fence. I took pictures and filed the appropriate claim. However, it was denied, when I applied the decision, because no one came to investigate the claim, even after being told someone would multiple times, by the claims agent. I have addressed this matter with both the claims agents and her supervisor, and as before, I am totally ignored and pushed to the side, being treated as if I was irrelevant, and they can do as they please because the are AEP. So I am now asking for help, as they should reimburse me the cost to repair my fence. To which I sent the an estimate from the company that put it up twice. I have several pictures that are to much to load here, but the fire caused by their line warped and melted my fence slats. Thank you

  

  Business Response

  Date: 04/07/2025

  The customer has contacted us multiple times regarding their claim, which was denied based on the field report. They were informed of the denial both via letter and phone communication.On February 14, 2025, a request was submitted to the field team for a follow-up inspection to verify the accuracy ofthe information in the Outage Management report, as the customer asserted that the fire was caused by a downed tree within the right-of-way.On April 2, 2025, the field team conducted a site visit. Mr. ******* ******* ***, reported the following: The actual address is **** ******** **** **. The inspection photos indicate that the tree involved was located outside of theright-of-way, resulting in a small brush fire. It also appears that the customer has repaired the damaged section oftheir fence.Based on the findings from this second inspection, the customer's claim will remain denied.

  Customer Answer

  Date: 04/08/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, **** ******* 

• Initial Complaint

  Date:03/20/2025

  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.

  I disconnected my AEP service on 1/22/2025 the day I sold my unoccupied house in ******* **. I paid the bill for that cycle that ran from 12/11/24 - 1/10/25 $468.33 The new billing cycle started on 1/11/25 - 1/22/25 around 12 days of service. I received the bill for 12 days of $353.82 With 19 days left in the month, I'm paying 90% of the bill in 12 days. I called, AEP multiple times last time I spoke with ******. I was told that is what I owe for 12 days of service. That's way too much to pay for a vacant house.

  

  Business Response

  Date: 03/31/2025

  I spoke with the customer on March 31, 2025. I explained that the usage is similar to what it normally is in the winter. Customer confirmed the thermostat was set at a normal temperature because the house was being shown by realtors. I told her the usage is still similar with the new owner. Offered to send the customer graphs showing her what was coming across the meter. Offered to have the meter tested. Customer said that was not necessary. 

• Initial Complaint

  Date:02/27/2025

  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.

  I have been trying since November of 2024 to get electrical service installation thru AEP for my home. I have completed everything that was been required, all the inspections are complete, the last one completed February 19 and still no service. I was scheduled for installation the week of 2/24/25, depending on the weather, with the specific date of 2/26/25 mentioned as the date they would start the work. No body showed up. The weather has been beautiful! After calling AEP many times, I was told that now I have been rescheduled for the week of March 3-7, depending on the weather. I am fed up with the customer service and runaround I have been getting from the people I have spoken to in customer service and have tried to file a complaint with their corporate office, only to be given the number for a voicemail. With regards to communication, customer service, reliability and dependability, I give AEP an F- and wish we had some other facility in the area who could provide good customer service with regards to electrical service. I have never dealt with such incompetency and can only blame the fact that they have a monopoly on the area and feel they don't have to answer to their customers, just board members.

  

  Business Response

  Date: 03/03/2025

  ***** ***** spoke with Mrs. **** on 02/27. We advised her this job was a priority based on the age of the request and her scheduled start date for work is 03/03/25.  Mrs. **** has the direct phone number for our office. ***** can be reached at ###-###-####. 

• Initial Complaint

  Date:02/25/2025

  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.

  I've hit my breaking point with this company. My bill has risen $141 dollars this year. This is NOT just due to the recent weather. It has been trending this way since the summer of 2024. I am very strict about ensuring lights and devices across the house are off when not being used. We are not frivolously wasting energy in our house. The unchecked price increases are not merited when considering the unreliability of this company. I have lived at my address for over 4 years now, and EVERY year I spend over $500 replacing food that goes bad due to sustained power outages. That does not account for the hotel bills to keep my family warm and safe during these outages. We need competition in this area to control terrible monopolies like the one AEP controls. These price increases are not resulting in increased quality of their power lines, and inflation is not driving any other prices up that fast. There is not a person in the surrounding area that doesn't curse the name of this company, so I'm speaking up. Someone hold them accountable please! I have never been overly interested in Solar Panels, but nothing would give me greater pleasure, nor incentivize me more, than making AEP pay ME for power instead. Not to mention, I would trust the service of DIY, inanimate panels over any service provided by AEP. [Disclaimer, I waited 2 weeks since my last outage to post this. I am not fresh off a negative experience. The company is just that bad.]

  

  Business Response

  Date: 03/09/2025

  The customer complaint was assigned to our field representative. Mr. ******* called and met with the customer. The customer has over 2KW on after 3.0 kW load on heat pump is turned off. We are unsure if this is a well pump or space heaters, Customer indicated he had 2 space heaters that are on sometimes with different settings. We will follow-up with the customer next week.                                                                                                                  

• Initial Complaint

  Date:02/17/2025

  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.

  Power company average is .14 cents to .20 cents per kwh. Appalachian power chargers .46 cents per kwh. This company charges over double than the average. I believe there no reason for them to charge this when we are just trying to heat our homes. Please help.

  

  Business Response

  Date: 02/20/2025

  We want to assure you that Appalachian Power rates are competitive with the national average. While we strive to maintain affordable pricing, we understand that managing your energy bill is important.One of the most effective ways to lower your energy bill is by reducing your overall energy consumption. We offer several programs designed to help you achieve this such as: Energy Efficiency Audits: Our team can assess your home and provide tailored recommendations for energy-saving improvements.Incentives for Upgrades: We have programs that offer rebates for energy-efficient appliances and upgrades, helping you save both energy and money.Tips and Resources: Our website features various resources and tips on how to conserve energy in your home.If you're interested in learning more about these programs or need assistance, please feel free to visit ********************Thank you for being a valued customer!

  Customer Answer

  Date: 02/21/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, I have researched kwh charges and yours is more than double not competitive. If these charges continue to be higher than average, I am going to press charges. ***** ********