The customer claimed the company refused to install an outdoor light. Company records indicate the Company previously dispatched a distribution line crew to the customer’s residence numerous times to install outdoor lighting only to revisit the residence to remove the lighting after the...
customer decided the lighting was not exactly what he desired. A company representative contacted the customer again in reference to the outdoor light request he has made several times. After an extended discussion with the customer, he assured the representative if the company installed the lighting, he has promised to keep the light and pay the monthly charge for the light. As a final courtesy to the customer, the representative agreed to place an order to install the light requested with the understanding that company crews can no longer make unnecessary trips to install and remove lighting going forward. The representative provided the customer contact information for any future requests.
The leases provided were not notarized. The company will only accept notarized leases. Please contact the Company representative, [redacted], you have been instructed to contact in order to discuss the leases.
Additional installments are at the discretion of the Company. Company declines to provide additional arrangements and asks that payments be received in three installments.
indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
On 4/21/15 a company representative advised the customer the calls referenced will be reviewed, including appropriate action taken with the representatives involved. The Company’s expectation for representatives of the Company is to treat all customers in a respectful and professional manner. An...
apology was offered in that the Company failed to meet the customer’s expectations during this occasion. The customer was also advised another call will be reviewed during the customer’s request for an extended payment arrangement in order to verify the representative provided a full and accurate explanation as the arrangement was agreed upon.
The customer thanked the company representative for the call and stated previous experiences with AEP have been positive up until this incident. The representative conveyed the company will strive for continued positive experiences during any future interactions with company representatives.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The origin of this issue,is that AEP has,repeatedly erroneously closed my account. The address the other person called to have power cut on is similar to my address. Similar but not the same. This has happened every few months for the past four years. I was never told I was to pay another deposit because I already have paid one at the initiation of service, years ago. When this happened most recently, I was told that my deposit would be credited to the new account number they had to issue when they mistakenly closed my account. I was told that I had a credit on the new account of $1.78 and the deposit amount in the account would now be $170 due to them taking a "final bill" amount due from the original deposit.No disconnect order should ever have been issued had the deposit and credit been transferred properly. No final bill would have been sent, had AEP read their own notes that have been put on my account regarding this continuously occurring.And the worker who came to my home, was never "chased with a baseball bat". That is a pure falsehood. When my husband spoke to me about how fed up he was at this happening over and over, the worker said that if we feel that way he was going to say we threatened him. It didn't happen. If he was threatened and chased with a bat, why did he not report that to the sheriff? Because he would then be filing a false report. The local office worker who hung up on me, I had called the toll free number to complain about the,workers behavior and I was transferred to the local office. That woman refused to listen to my complaint and did admit that it was a mistake in the deposit transfer. She really should not talk to customers like she did to me. As for the sheriff escort, I have no problem with that. They are welcome. But the worker pretending that he needed an escort, was childish. Everyone on the toll free line I have spoken to has been very polite and kind. The local worker and local office lady are beyond unprofessional.
Regards,
[redacted]
Revdex.com,On the afternoon of the outage an automatic restoration time was applied to the outage for 10pm. The area servicer responded in about an hour to assess and repair if possible. After discovering it was an underground fault and required a crew to work there was...
already two other outages involving car hit poles. The field estimated time of repair was moved to 9am the next morning. Once one crew cleared up on the first car hit pole it was late in the evening and they worked through the night trying to find and fix the fault. The estimated time of repairs was moved once more to 3:30pm when they knew the 9am time was not going to be correct. Power was eventually restored at 12:40pm. When a customer is signed up for mobile alerts they will get a text every 3 to 4 hours with an update regardless if the estimated time of restoration is changed or not. On this outage there was only two updates applied to the original estimated restoration time but customer received several texts.Thanks,[redacted]Customer Service EngineerOffice: ###-###-####
The Company provides pay agreements when previous agreements are received as agreed. Company records indicate the customer has defaulted multiple times on pay agreements in past 12 months. The Company declines to enter into additional arrangements and asks that past due balance be received...
The company requested proof of household change by legal documentation, which indicated previous place of residence. The customer was advised handwritten notes were not acceptable and did not confirm [his] previous residence. On 5/19/15, the company received a copy of the customer’s state of...
residence driver’s license and a signed, notarized lease from the verified property owners. The lease was dated 5/14/15. The company accepted the requested information. However, service will not be connected until a deposit requirement is completed. Once the first $110.00 deposit installment is paid, the order will be released for service to be connected. On 5/20/15 a company representative provided a voice message advising the customer the company received the required information and a deposit installment remained outstanding, therefore, delaying the service connection until paid.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
My husband had called multiple times on the 30th and asked [redacted] if he could call me back at 6:00 because that's when I would be home from work, never got a call. Also, I tried calling multiple times today 10-5-15, at 3:50 pm, 6:00 pm, and 6:20 pm, left a voicemail each time as well with a contact number. I work various hours, and I have been trying to get in touch to discuss this matter. I will try contacting again tomorrow around 3:00 pm. I don't have a house phone and reception is very poor at my house, so it will have to be when I am in cell service. I will be able to pay the bill on 10-15-15.
On 3/30/17 a company representative reviewed the customer’s account and verified the customer was mailed a default letter on 3/9/17 which requested the customer to make payment of $252.54 within 7 days from the date of the letter. The payment agreement system cancelled on 3/15/17 which is only...
6 days from the date of the default letter. On 3/30/17 the company received a payment for the past due balance of $1241.14 in full. The remaining balance of $104.70 (current bill) is not due for payment until 4/5/17. A representative contacted the customer and offered a payment agreement on the remaining balance over the next 3 months in installments of $34.90 due with the current bill, by its due date.The customer was upset about the conversations with representatives on 3/29/17 & 3/30/17, and being denied a new payment arrangement. The customer sent the company an email request on 3/29/17 requesting an extension to pay the total balance on 4/4/17.As a result of the customer’s concern, the company will review the representative’s interactions with the customer.
The company received the customer claim of damage on 6-21-15 as a result of a “flickering” electric service on 6/20/15. A company representative discussed the claim with the customer on 6-30-15, at which time the customer was informed the power services issue on June 20th was caused by scattered...
thunderstorms in the area and AEP would not be liable for damages related the thunderstorms. At that time, the customer stated “flickering” problems were continuing at the residence.
On June 30, a company representative visited the property and did not observe any problems with company facilities serving the customer's residence. The connections at the site and the service drop were checked. Some observed vines were removed from the distribution pole and the service drop was replaced as a pre-caution. No other issues were observed at the site.
On June 20th, 2015 scattered thunderstorms along with remnants of tropical system Bill caused numerous outages throughout the weekend across the APCo service territory.
The investigation determined the company was not negligent and therefore assumed no liability. A denial letter and copy of the tariff was mailed to the customer.
Company records do not indicate an order to disconnect the service at this customer’s premise. However, the meter stopped transmitting a reading sometime between 4/21/16 and 5/23/16. The company reconnected the service on 1/9/17. At that time, the service wire was found rolled up underneath the...
premise porch with indication the wired burned into due to tree contact. Apparently, the service was later disconnected at the pole to avoid a potentially hazardous situation, possibly during storm restorations. Unfortunately in this case, the company cannot definitively determine the reason for disconnection of the service. The company encounters several instances when it is appropriate to disconnect service, including: Disconnect for non-payment, hazardous condition and disconnect at customer request. The Company will make contact or secure a PSC approved waiver for disconnect for non-payment. If a hazard is discovered during routine work that results in the disconnection of an active account, the company will notify the customer; however, the account usually remains active to allow the customer time to complete repairs in a reasonable time. If the customer fails to notify the company the account is subsequently closed and the customer would be required to apply for a new service installation after repairs are completed. Also, if a customer requests a service upgrade the account remains in active status while the customer is upgrading the service. The company will credit the customer’s account since May 2016. The total account credit is $68.00. A company representative unsuccessfully attempted to notify the customer on 1/13/17 of the company’s findings and actions taken. The company also responded likewise to the WV PSC.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Per the response from Appalachian, their assumption is we were not concerned about the automatic draft process and the fee we had to pay but we are. My assumption is they chose to NOT address that issue. Instead, they provided information about how they follow regulations and tariff rates - pretty much doing as they see fit within these laws, with little regard to the customers. They stated they do not include holidays as part of the 21 day cycle. If I am understanding this correctly, if a holiday falls into the 21 day cycle then they can read and bill early? A holiday should not matter. They have given the due dates for the remainder of the year and most of these months have holidays. Will these dues dates change as well - be earlier than what is stated as our due dates for the rest of the year? Won't these holidays affect the due dates again? Appalachian wanted us to go on the automatic draft and now they are stating we can just stop doing it that way? At this point, I think they should pay the $30.00 fee charged to us by our credit union because they billed too early. We had no way of knowing this was "their" policy. We did not receive a payment and billing instruction booklet from them when we established service - so how could we know? My husband checked his email last night and still no bill from them for the upcoming date. We do not want this to happen again so we have purposely left extra money in that account to avoid this issue again. We would not have to be concerned with this at all if they had billed, like normal, between the 1st and 3rd of a new month so my husband's Navy retirement would already be in the account.
Regards,
[redacted]
A company representative met with the customer on 01/09/18. The customer’s concerns were reviewed. The representative discovered the furnace's air filter was extremely clogged and hadn't been changed in over a year according to the customer. The customer maintains the thermostat at 82 degrees...
along with a 110 volt portable infrared quartz heater. The representative explained the importance of regularly changing the air filter as well as the increased cost caused by keeping the thermostat set at 82 degrees. The customer participates in the Company’s AMP program to help ease the burden of the higher winter bills. The customer’s overall usage pattern appears to be comparable to previous heating seasons. The customer seemed satisfied with the findings.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
The Company has resolved the customer’s concern. The refund of $108.00 has been issued electronically to the customer’s bank account. The $108.00 should appear in the customer’s bank account in 3-5 business days.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
The customer claimed the company refused to install an outdoor light. Company records indicate the Company previously dispatched a distribution line crew to the customer’s residence numerous times to install outdoor lighting only to revisit the residence to remove the lighting after the...
customer decided the lighting was not exactly what he desired. A company representative contacted the customer again in reference to the outdoor light request he has made several times. After an extended discussion with the customer, he assured the representative if the company installed the lighting, he has promised to keep the light and pay the monthly charge for the light. As a final courtesy to the customer, the representative agreed to place an order to install the light requested with the understanding that company crews can no longer make unnecessary trips to install and remove lighting going forward. The representative provided the customer contact information for any future requests.
The leases provided were not notarized. The company will only accept notarized leases. Please contact the Company representative, [redacted], you have been instructed to contact in order to discuss the leases.
Additional installments are at the discretion of the Company. Company declines to provide additional arrangements and asks that payments be received in three installments.
[A default letter is provided here which...
indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
On 4/21/15 a company representative advised the customer the calls referenced will be reviewed, including appropriate action taken with the representatives involved. The Company’s expectation for representatives of the Company is to treat all customers in a respectful and professional manner. An...
apology was offered in that the Company failed to meet the customer’s expectations during this occasion. The customer was also advised another call will be reviewed during the customer’s request for an extended payment arrangement in order to verify the representative provided a full and accurate explanation as the arrangement was agreed upon.
The customer thanked the company representative for the call and stated previous experiences with AEP have been positive up until this incident. The representative conveyed the company will strive for continued positive experiences during any future interactions with company representatives.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The origin of this issue,is that AEP has,repeatedly erroneously closed my account. The address the other person called to have power cut on is similar to my address. Similar but not the same. This has happened every few months for the past four years. I was never told I was to pay another deposit because I already have paid one at the initiation of service, years ago. When this happened most recently, I was told that my deposit would be credited to the new account number they had to issue when they mistakenly closed my account. I was told that I had a credit on the new account of $1.78 and the deposit amount in the account would now be $170 due to them taking a "final bill" amount due from the original deposit.No disconnect order should ever have been issued had the deposit and credit been transferred properly. No final bill would have been sent, had AEP read their own notes that have been put on my account regarding this continuously occurring.And the worker who came to my home, was never "chased with a baseball bat". That is a pure falsehood. When my husband spoke to me about how fed up he was at this happening over and over, the worker said that if we feel that way he was going to say we threatened him. It didn't happen. If he was threatened and chased with a bat, why did he not report that to the sheriff? Because he would then be filing a false report. The local office worker who hung up on me, I had called the toll free number to complain about the,workers behavior and I was transferred to the local office. That woman refused to listen to my complaint and did admit that it was a mistake in the deposit transfer. She really should not talk to customers like she did to me. As for the sheriff escort, I have no problem with that. They are welcome. But the worker pretending that he needed an escort, was childish. Everyone on the toll free line I have spoken to has been very polite and kind. The local worker and local office lady are beyond unprofessional.
Regards,
[redacted]
Revdex.com,On the afternoon of the outage an automatic restoration time was applied to the outage for 10pm. The area servicer responded in about an hour to assess and repair if possible. After discovering it was an underground fault and required a crew to work there was...
already two other outages involving car hit poles. The field estimated time of repair was moved to 9am the next morning. Once one crew cleared up on the first car hit pole it was late in the evening and they worked through the night trying to find and fix the fault. The estimated time of repairs was moved once more to 3:30pm when they knew the 9am time was not going to be correct. Power was eventually restored at 12:40pm. When a customer is signed up for mobile alerts they will get a text every 3 to 4 hours with an update regardless if the estimated time of restoration is changed or not. On this outage there was only two updates applied to the original estimated restoration time but customer received several texts.Thanks,[redacted]Customer Service EngineerOffice: ###-###-####
The Company provides pay agreements when previous agreements are received as agreed. Company records indicate the customer has defaulted multiple times on pay agreements in past 12 months. The Company declines to enter into additional arrangements and asks that past due balance be received...
immediately.
The company requested proof of household change by legal documentation, which indicated previous place of residence. The customer was advised handwritten notes were not acceptable and did not confirm [his] previous residence. On 5/19/15, the company received a copy of the customer’s state of...
residence driver’s license and a signed, notarized lease from the verified property owners. The lease was dated 5/14/15. The company accepted the requested information. However, service will not be connected until a deposit requirement is completed. Once the first $110.00 deposit installment is paid, the order will be released for service to be connected. On 5/20/15 a company representative provided a voice message advising the customer the company received the required information and a deposit installment remained outstanding, therefore, delaying the service connection until paid.
The company processed the refund on 7/11/16.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
My husband had called multiple times on the 30th and asked [redacted] if he could call me back at 6:00 because that's when I would be home from work, never got a call. Also, I tried calling multiple times today 10-5-15, at 3:50 pm, 6:00 pm, and 6:20 pm, left a voicemail each time as well with a contact number. I work various hours, and I have been trying to get in touch to discuss this matter. I will try contacting again tomorrow around 3:00 pm. I don't have a house phone and reception is very poor at my house, so it will have to be when I am in cell service. I will be able to pay the bill on 10-15-15.
On 3/30/17 a company representative reviewed the customer’s account and verified the customer was mailed a default letter on 3/9/17 which requested the customer to make payment of $252.54 within 7 days from the date of the letter. The payment agreement system cancelled on 3/15/17 which is only...
6 days from the date of the default letter. On 3/30/17 the company received a payment for the past due balance of $1241.14 in full. The remaining balance of $104.70 (current bill) is not due for payment until 4/5/17. A representative contacted the customer and offered a payment agreement on the remaining balance over the next 3 months in installments of $34.90 due with the current bill, by its due date.The customer was upset about the conversations with representatives on 3/29/17 & 3/30/17, and being denied a new payment arrangement. The customer sent the company an email request on 3/29/17 requesting an extension to pay the total balance on 4/4/17.As a result of the customer’s concern, the company will review the representative’s interactions with the customer.
The company received the customer claim of damage on 6-21-15 as a result of a “flickering” electric service on 6/20/15. A company representative discussed the claim with the customer on 6-30-15, at which time the customer was informed the power services issue on June 20th was caused by scattered...
thunderstorms in the area and AEP would not be liable for damages related the thunderstorms. At that time, the customer stated “flickering” problems were continuing at the residence.
On June 30, a company representative visited the property and did not observe any problems with company facilities serving the customer's residence. The connections at the site and the service drop were checked. Some observed vines were removed from the distribution pole and the service drop was replaced as a pre-caution. No other issues were observed at the site.
On June 20th, 2015 scattered thunderstorms along with remnants of tropical system Bill caused numerous outages throughout the weekend across the APCo service territory.
The investigation determined the company was not negligent and therefore assumed no liability. A denial letter and copy of the tariff was mailed to the customer.
Company records do not indicate an order to disconnect the service at this customer’s premise. However, the meter stopped transmitting a reading sometime between 4/21/16 and 5/23/16. The company reconnected the service on 1/9/17. At that time, the service wire was found rolled up underneath the...
premise porch with indication the wired burned into due to tree contact. Apparently, the service was later disconnected at the pole to avoid a potentially hazardous situation, possibly during storm restorations. Unfortunately in this case, the company cannot definitively determine the reason for disconnection of the service. The company encounters several instances when it is appropriate to disconnect service, including: Disconnect for non-payment, hazardous condition and disconnect at customer request. The Company will make contact or secure a PSC approved waiver for disconnect for non-payment. If a hazard is discovered during routine work that results in the disconnection of an active account, the company will notify the customer; however, the account usually remains active to allow the customer time to complete repairs in a reasonable time. If the customer fails to notify the company the account is subsequently closed and the customer would be required to apply for a new service installation after repairs are completed. Also, if a customer requests a service upgrade the account remains in active status while the customer is upgrading the service. The company will credit the customer’s account since May 2016. The total account credit is $68.00. A company representative unsuccessfully attempted to notify the customer on 1/13/17 of the company’s findings and actions taken. The company also responded likewise to the WV PSC.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Per the response from Appalachian, their assumption is we were not concerned about the automatic draft process and the fee we had to pay but we are. My assumption is they chose to NOT address that issue. Instead, they provided information about how they follow regulations and tariff rates - pretty much doing as they see fit within these laws, with little regard to the customers. They stated they do not include holidays as part of the 21 day cycle. If I am understanding this correctly, if a holiday falls into the 21 day cycle then they can read and bill early? A holiday should not matter. They have given the due dates for the remainder of the year and most of these months have holidays. Will these dues dates change as well - be earlier than what is stated as our due dates for the rest of the year? Won't these holidays affect the due dates again? Appalachian wanted us to go on the automatic draft and now they are stating we can just stop doing it that way? At this point, I think they should pay the $30.00 fee charged to us by our credit union because they billed too early. We had no way of knowing this was "their" policy. We did not receive a payment and billing instruction booklet from them when we established service - so how could we know? My husband checked his email last night and still no bill from them for the upcoming date. We do not want this to happen again so we have purposely left extra money in that account to avoid this issue again. We would not have to be concerned with this at all if they had billed, like normal, between the 1st and 3rd of a new month so my husband's Navy retirement would already be in the account.
Regards,
[redacted]
A company representative met with the customer on 01/09/18. The customer’s concerns were reviewed. The representative discovered the furnace's air filter was extremely clogged and hadn't been changed in over a year according to the customer. The customer maintains the thermostat at 82 degrees...
along with a 110 volt portable infrared quartz heater. The representative explained the importance of regularly changing the air filter as well as the increased cost caused by keeping the thermostat set at 82 degrees. The customer participates in the Company’s AMP program to help ease the burden of the higher winter bills. The customer’s overall usage pattern appears to be comparable to previous heating seasons. The customer seemed satisfied with the findings.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
The Company has resolved the customer’s concern. The refund of $108.00 has been issued electronically to the customer’s bank account. The $108.00 should appear in the customer’s bank account in 3-5 business days.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]