During the previous 24 months, the customer experienced twenty-seven (27) sustained outages: twelve (2) from sub-transmission, two (2) from trees-inside-ROW both related to the same cause, five (5) from trees-outside-ROW with two related to the same causes, three (3) failed equipment, two (2)...
weather-unknown, one (1) foreign object, one (1) animal in the sub-station, and one (1) scheduled for routine work. The vast majority of the outages have been related to sub-transmission, which is being addressed by APCO's T-Line and T-Station groups. Three transmission outages occurred during major storm events. A recent outage on 3/14/16 was attributed to a transmission issue. The outage affected 1.043 customers and lasted 207 minutes. The customer’s residence is located approximately 5 “line” miles from the station in the 4th protective zone. The residence is served from one phase of a 3-phase primary distribution line and, as a result, nearby neighbors served from one of the other 2 phases may not be impacted by the same outages. During 2014 extensive maintenance was performed along the circuit including cutting and spraying. A representative patrolled a portion of the circuit twice during March 2016. The R/W was observed to be in excellent condition with no tree issues found. As a result, the company has not identified any additional distribution related improvements that could have an immediate impact on the reliability of the circuit. The company’s transmission planning group is in the process of making interim improvements to the 46kV circuit by the spring of next year, which primarily involves motorizing several gang-operated switches (GOAB). The completion of the project is anticipated to improve reliability of both Latrobe and Toney Fork Stations.
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]
Revdex.com:
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.
Unfortunately the above company is not being truthful in their response. My husband called and filed the claim leaving his phone number. AEP put the wrong phone number in the claim. Additionally, the woman I spoke to refused to explain, choosing instead to begin shouting at me. Also, the company did not make the choice to work with my insurance company. I called my insurance company and stated I wanted no further communication with the company because of their behavior and when AEPs supervisor attempted to call and speak with me, I told [redacted] I would not speak with him but instead stated any communication must be done through my insurance company. Iy it also took repeated calls from my insurance company to get in contact with anyone at AEP and we are still waiting to find out what the bill will be, preventing our insurance company from being able to effectively close our claim.
Regards,
[redacted]
Appalachian Power understands and empathizes with our customers who have difficulty paying for their electricity usage. The company will not respond with specific information about this customer’s account, as this information will be posted publically. However, we do have credit arrangements...
available to customers whose accounts qualify. If an account is not eligible for a credit arrangement and the customer is unable to pay, we recommend the customer contact assistance agencies in the area by dialing 211.
The company will gladly explain detailed information about this account with the account holder by calling us at [redacted] or by visiting us at [redacted] – We are available 24 hours a day, 7 days a week.
The company responded as follows to this customer on a previous Revdex.com complaint on 6/13/16: 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. According to the VA Outdoor Lighting Tariff the minimum billing term for new residential outdoor lighting is 12 months. Also, the company suspects the customer is “name” changing on the account.
The customer was provided a payment arrangement on 3/30/17 which was not honored by the customer. Therefore, the arrangement was invalidated and all arrears became immediately due. The customer subsequently had two return checks. One returned on 4/7 for $1241.14 and one returned on...
4/18/17 for $1244.45. The company does not make arrangements on return checks. The current amount due to restore service is $1369.96. The company reviewed a 4/24/17 call with the customer and verified the customer was advised that a returned check was a reason for service to be disconnected. The customer was also advised if the return check was not paid service would be disconnected. The customer was also informed a payment not clearing was a bank issue, not an AEP issue. The customer was advised to discuss the check issue with the bank and remit payment. The representative acted professionally during the call and clearly explained the prior agreement with AEP from 3/30/17 was not kept. At this time the company is unable to allow an arrangement on the account. The full amount will need paid to restore service. The company will attempt to contact the customer and advise of the decision.
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.
I do not agree with their response to this. I have called them repeatedly about help with my electric bill and they have told me repeatedly that I do not qualify for help. I have even asked if we can qualify for my husband who is permanently disabled and because of my income they refuse to bend. When they called me about the complaint, this is the same crap they told me every time I call them, a script stating how they can’t do anything. Once I pay off one deposit, they put a little note on my bill stating they will add another deposit, so I guess I will be paying deposit forever, since they do not show my accrued deposits to date. The deposit record is inaccurate as well. They have not given my proper receipts for it, nor have they credited me with the interest accrued which is required by law. Please see the list of deposit receipts:1. 3/24/16 Deposit $310 hit account, first installment $103 on top of normal bill2. 4/25/16 Second installment $103, deposit receipt attached shows deposit balance of $7.383. 5/24/16 Third installment $104, deposit receipt attached, Deposit receipt shows balance $101.554. 6/23/16 New deposit of $72, first installment $24, deposit receipt shows balance $97.075. 7/25/16 second installment $24, deposit receipt shows balance $104.006. 8/23/16 third installment $24, deposit receipt shows balance $ 28.567. 9/23/16 new deposit $60, first installment due $20, deposit balance shows $ 19.44From their records is shows I have a current deposit balance of $19.44, yet they are saying I have deposited $402, with no interest accrued. If they keep showing me as having not made a deposit or a little one, $19.44, then they can keep hitting me with a deposit every month. They are required by law to show the accurate amount of deposit held and the accrued interest. My next complaint will be to the Virginia SCC of Energy regulation. Thanks for the time you have taken on this case, and for the record I do not accept their explaination.Thanks again for your time,[redacted]
A review of the customer’s account and deposit history revealed the customer has been billed a security deposit as a result of consecutive late payments on the account. When the customer initiated service at the current location, another electric service account was in the customer’s name...
until 8/28/2015. The other account had higher electric usage at the time indicating the premise was most likely the primary residence. Once the other electric service account closed the electric usage at the current location increased. The customer was not charged a security deposit when the current account was opened since the bill was paid on-time at the previous residence which avoided a deposit charge and allowed the return of the customer’s deposit from the previous account upon closure. At the time of closure of the previous account the remaining security deposit was credited to the bill at the current address. After the credit from the deposit was depleted paying the charges on the current bills the payment history began to reflect consecutive late payments. On the February 2016 bill, a deposit warning message was added to the bill indicating that a deposit will be billed to the account if the total account balance was not paid by the specified dates listed on the bill. The account was past due and disconnected for nonpayment on 3/10/16. The March 2016 bill included the first installment on a security deposit. The security deposit is based on the average two months bill at the time it is added to the account. Since the customer used the premise as a permanent residence for the past year, the average bill has steadily increased as a result of increased electric usage. The account continued to have late payments and as a result the current security deposit requested lagged the average two months bill. Therefore, a deposit warning message (May 2016 & August 2016) was again added to the bill. Should the account remain late an additional deposit will be billed to the account. The customer’s average bill at this time is $229.00 based on the most recent 12 months electric service. The account has been billed a total of $402.00 in security deposits. Currently $40.00 in security deposits will be billed to the account in installments of $20.00 each over the next two bills. The company offers payment agreements and average monthly payment plans to assist customers with managing high electric costs and to help bring accounts current. These plans can also help customers avoid disconnection notices, late charges, and additional security deposit charges and receive current security deposits applied back to their account after 12 consecutive on-time payments. The customer has not previously taken advantage of these programs. A company representative would be happy to explain the programs and assist in setting up a plan that works for the customer’s needs at any time. A company representative attempted to contact the customer to explain these programs on 10/5/16 but the customer was upset and discontinued the call before the programs could be discussed. If the customer is interested in setting up any type of payment arrangements they can call 24 hours a day @ [redacted]. A copy of the billing history can be provided to the customer upon request.
Company records indicate the delay to reconnect service resulted from the customer and a relative both applying for the service. A large outstanding balance on the account also added to the delay to in order for the company to determine who was actually living at the residence. The current...
application for service is in the name of the relative and has been released to connect on 8/3/17. If the customer prefers the service their name, please contact the Company. Since the debt has been resolved either name is acceptable if both persons are living in the household.
Upon notification on 2/17/16 that the customer had not received a refund from [redacted] as promised on several different occasions, AEP will request the funds from [redacted] and AEP will directly refund and issue a check to the customer. A company representative contacted the customer on 2/24/16 and advised the customer of the actions being taken by the company. The customer was advised the check will be mailed from AEP on Monday, 2/29/16.
John from the business called to respond: A backup battery system on the sump pump only lasts a few hours at best, and runs at a slower speed removing less gallons per minute than when at full capacity. This may explain that, while still "running", the sump pump was by no means fully operational. It helps, but is not at %100. The sump pump was not installed by the business and therefor is not warranted by them. It is not the fault of the customer or the business if the back up system could not handled the amount of water generated by the severe storm in September. There have been no further service calls since then complaining of water coming thru the wall area they worked on. The system is working as designed, therefore no refund is available.
Except as may be otherwise provided by law, the Company reserves the right to deny service to any applicant for any of the following reasons: Whenever, in the Company’s opinion, it has reasonable cause to believe the applicant is attempting to obtain service fraudulently and For prior indebtedness...
by a previous customer provided that the previous customer continues to be an owner or bona fide lessee at the premises. In this particular case, the Company verified the applicant has been a tenant in the home while the prior debt accumulated on the (boyfriend’s) account and there has been no change in the lease. The Company has not received any payments on the account since 04/06/2016. The Company apologizes to the applicant if the assigned investigator appeared to be rude. The Company requires the entirety of the prior debt paid before accepting service in another applicant’s name at the premise. If the balance is not paid, service is subject to disconnected.
Bureau:
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]
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.
It says right in their attachment where they decline to waive the deposit on my account that if the deposit is $40.00 or more, and mine is $492.00, that is just a tad over $40.00, that the deposit can be paid longer than in 3 installments so as not to cause "undue hardship". If my deposit was calculated at $492.00 and three installments of $164.00 extra on my electric bill for the next 3 months, then I would request that the deposit be divided into at least 6 months, more if possible, because yes, paying an extra $164.00 each month on top of my already high electric bill does cause "undue hardship". This option was never offered during my conversation with the AEP representative.
Regards,
[redacted]
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.
[Requiring a 270.00 deposit because I have had late bills is dicriminatory, and results in the power company making even more money off of the consumer! It is fraudulent to apply my money to anything other than what I aithorize! This is corporate America delegating where my money goes! In their pocket to sit on for a year and because I have no choice in electric companies, I am being penalized for being a single parent whose children receive survivor's benefits that total 1,230.00 per month. 270.00 is my grocery bill! That is over half of my rent! It is absurd that a company would react to a situation like this with such a negative filter! What does that say about the corporation itself! It is not right to punish someone who is obviously already having a problem with an extremely high electric bill.
Regards,
[redacted]
The company reviewed the customer’s account and determined the customer was incorrectly charged $3.24 for a TRAC rider during March 2016. The charge was inadvertently not credited to the account. The company removed the $3.24 charge and advised the customer as such. The customer agreed to pay the remainder of the bill which is $230.42.
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]
I do NOT agree this is ridiculous, I work all the time and I had tried calling and calling multiple times with no answer, but its fine when I call and they don't answer? But when they call me and I don't answer they just give up?? I am calling tonight at 6:00 and I will call over and over again until I get in contact with someone. My problem has NOT been resolved and this is not right. They are suppose to be there for there customers not the customer be there for them!! If I do not get in touch with someone today when I call, I will call the Revdex.com. I haven't had any of my questions that I had about my bill discussed yet and it is not my fault I cannot answer when they call. Where I live I have no cell service so it has to be when I am in cell service and that is why I call so its easier for me and the company! I am not trying to be a pain in the rear, but I seriously just want to talk to someone about my billing because I know for a fact there's additional fee's on there that I do not need to be charged with! I know I had requested someone from the company to contact me to discuss this and by no means am I going back on my words, I do want to speak to someone from the company and when I received there voicemail is when I called back and I never got a answer. I don't understand what is going on, or why this has to be such a rush, but again I will call today around 6:00, and hopefully I will hear from someone!
Revdex.com:
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.I can't get notarized leases after the fact. Until time travel becomes possible this would be considered fraud because it is almost a year from the date that the original lease had. If you wanted this you would have had to tell us when the lease was originally signed.The lease was not originally notarized so how am I supposed to get it notarized now to prove that when I got the lease back in August of 2015? If I did that that would be committing fraud. As for [redacted] I already tried to give her this information and she never would give me any way to send it to her. She would only insist to talk with [redacted].
Regards,
[redacted]
the phone with [redacted] from [redacted]. She researched the customer name and stated that [redacted] contacted [redacted] yesterday inquiring about never receiving the check. A new mailing address was given by the customer in Vinton, Va. and another check request was entered. The customer spoke to [redacted] at [redacted]. I was given an internal request number of [redacted]. Again, I was advised 2-3 weeks for the customer to receive the check. [redacted] also said the previous check I was advised about in December was sent on 12/21/15, but to the address we had in Roanoke, VA. At this point I feel we have resolved the issue, but I thought that was the case in December. The complaint has been updated with this information also.
Revdex.com:
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.
Their findings were not correct. AEP keeps insisting that I am using electric heat and that is causing the spike in my usage. We only use wood heat. Our heat pump has been broke for over 10 years and there is not any baseboard heat in my home. Then they commented that they produced my usage log for the last 13 years showing this trend. That is true, because not until now have I decided to speak up so much on this. They have increased my bill every single winter during the same month. They do the same in the summer typically during the month of July, we once again do not have a working heat pump and we do not have air conditioning window units. I cannot run AC because of my sinuses/allergies. They falsify usage with their meters. It keeps showing a spike in the middle of the day when we are not there! The only thing that cuts on is the hot water heater throughout the day. Then I have appliances that stay plugged up such as the refrigerator and the freezer. I am tired of being scammed out of my money. They can make it read however they want to try to justify their charges. They do this to everyone based on the weather thinking people will just live with it. I have no problem paying for what I honestly use!
Regards,
[redacted]
During the previous 24 months, the customer experienced twenty-seven (27) sustained outages: twelve (2) from sub-transmission, two (2) from trees-inside-ROW both related to the same cause, five (5) from trees-outside-ROW with two related to the same causes, three (3) failed equipment, two (2)...
weather-unknown, one (1) foreign object, one (1) animal in the sub-station, and one (1) scheduled for routine work. The vast majority of the outages have been related to sub-transmission, which is being addressed by APCO's T-Line and T-Station groups. Three transmission outages occurred during major storm events. A recent outage on 3/14/16 was attributed to a transmission issue. The outage affected 1.043 customers and lasted 207 minutes. The customer’s residence is located approximately 5 “line” miles from the station in the 4th protective zone. The residence is served from one phase of a 3-phase primary distribution line and, as a result, nearby neighbors served from one of the other 2 phases may not be impacted by the same outages. During 2014 extensive maintenance was performed along the circuit including cutting and spraying. A representative patrolled a portion of the circuit twice during March 2016. The R/W was observed to be in excellent condition with no tree issues found. As a result, the company has not identified any additional distribution related improvements that could have an immediate impact on the reliability of the circuit. The company’s transmission planning group is in the process of making interim improvements to the 46kV circuit by the spring of next year, which primarily involves motorizing several gang-operated switches (GOAB). The completion of the project is anticipated to improve reliability of both Latrobe and Toney Fork Stations.
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]
Revdex.com:
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.
Unfortunately the above company is not being truthful in their response. My husband called and filed the claim leaving his phone number. AEP put the wrong phone number in the claim. Additionally, the woman I spoke to refused to explain, choosing instead to begin shouting at me. Also, the company did not make the choice to work with my insurance company. I called my insurance company and stated I wanted no further communication with the company because of their behavior and when AEPs supervisor attempted to call and speak with me, I told [redacted] I would not speak with him but instead stated any communication must be done through my insurance company. Iy it also took repeated calls from my insurance company to get in contact with anyone at AEP and we are still waiting to find out what the bill will be, preventing our insurance company from being able to effectively close our claim.
Regards,
[redacted]
Appalachian Power understands and empathizes with our customers who have difficulty paying for their electricity usage. The company will not respond with specific information about this customer’s account, as this information will be posted publically. However, we do have credit arrangements...
available to customers whose accounts qualify. If an account is not eligible for a credit arrangement and the customer is unable to pay, we recommend the customer contact assistance agencies in the area by dialing 211.
The company will gladly explain detailed information about this account with the account holder by calling us at [redacted] or by visiting us at [redacted] – We are available 24 hours a day, 7 days a week.
The company responded as follows to this customer on a previous Revdex.com complaint on 6/13/16: 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. According to the VA Outdoor Lighting Tariff the minimum billing term for new residential outdoor lighting is 12 months. Also, the company suspects the customer is “name” changing on the account.
The customer was provided a payment arrangement on 3/30/17 which was not honored by the customer. Therefore, the arrangement was invalidated and all arrears became immediately due. The customer subsequently had two return checks. One returned on 4/7 for $1241.14 and one returned on...
4/18/17 for $1244.45. The company does not make arrangements on return checks. The current amount due to restore service is $1369.96. The company reviewed a 4/24/17 call with the customer and verified the customer was advised that a returned check was a reason for service to be disconnected. The customer was also advised if the return check was not paid service would be disconnected. The customer was also informed a payment not clearing was a bank issue, not an AEP issue. The customer was advised to discuss the check issue with the bank and remit payment. The representative acted professionally during the call and clearly explained the prior agreement with AEP from 3/30/17 was not kept. At this time the company is unable to allow an arrangement on the account. The full amount will need paid to restore service. The company will attempt to contact the customer and advise of the decision.
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.
I do not agree with their response to this. I have called them repeatedly about help with my electric bill and they have told me repeatedly that I do not qualify for help. I have even asked if we can qualify for my husband who is permanently disabled and because of my income they refuse to bend. When they called me about the complaint, this is the same crap they told me every time I call them, a script stating how they can’t do anything. Once I pay off one deposit, they put a little note on my bill stating they will add another deposit, so I guess I will be paying deposit forever, since they do not show my accrued deposits to date. The deposit record is inaccurate as well. They have not given my proper receipts for it, nor have they credited me with the interest accrued which is required by law. Please see the list of deposit receipts:1. 3/24/16 Deposit $310 hit account, first installment $103 on top of normal bill2. 4/25/16 Second installment $103, deposit receipt attached shows deposit balance of $7.383. 5/24/16 Third installment $104, deposit receipt attached, Deposit receipt shows balance $101.554. 6/23/16 New deposit of $72, first installment $24, deposit receipt shows balance $97.075. 7/25/16 second installment $24, deposit receipt shows balance $104.006. 8/23/16 third installment $24, deposit receipt shows balance $ 28.567. 9/23/16 new deposit $60, first installment due $20, deposit balance shows $ 19.44From their records is shows I have a current deposit balance of $19.44, yet they are saying I have deposited $402, with no interest accrued. If they keep showing me as having not made a deposit or a little one, $19.44, then they can keep hitting me with a deposit every month. They are required by law to show the accurate amount of deposit held and the accrued interest. My next complaint will be to the Virginia SCC of Energy regulation. Thanks for the time you have taken on this case, and for the record I do not accept their explaination.Thanks again for your time,[redacted]
A review of the customer’s account and deposit history revealed the customer has been billed a security deposit as a result of consecutive late payments on the account. When the customer initiated service at the current location, another electric service account was in the customer’s name...
until 8/28/2015. The other account had higher electric usage at the time indicating the premise was most likely the primary residence. Once the other electric service account closed the electric usage at the current location increased. The customer was not charged a security deposit when the current account was opened since the bill was paid on-time at the previous residence which avoided a deposit charge and allowed the return of the customer’s deposit from the previous account upon closure. At the time of closure of the previous account the remaining security deposit was credited to the bill at the current address. After the credit from the deposit was depleted paying the charges on the current bills the payment history began to reflect consecutive late payments. On the February 2016 bill, a deposit warning message was added to the bill indicating that a deposit will be billed to the account if the total account balance was not paid by the specified dates listed on the bill. The account was past due and disconnected for nonpayment on 3/10/16. The March 2016 bill included the first installment on a security deposit. The security deposit is based on the average two months bill at the time it is added to the account. Since the customer used the premise as a permanent residence for the past year, the average bill has steadily increased as a result of increased electric usage. The account continued to have late payments and as a result the current security deposit requested lagged the average two months bill. Therefore, a deposit warning message (May 2016 & August 2016) was again added to the bill. Should the account remain late an additional deposit will be billed to the account. The customer’s average bill at this time is $229.00 based on the most recent 12 months electric service. The account has been billed a total of $402.00 in security deposits. Currently $40.00 in security deposits will be billed to the account in installments of $20.00 each over the next two bills. The company offers payment agreements and average monthly payment plans to assist customers with managing high electric costs and to help bring accounts current. These plans can also help customers avoid disconnection notices, late charges, and additional security deposit charges and receive current security deposits applied back to their account after 12 consecutive on-time payments. The customer has not previously taken advantage of these programs. A company representative would be happy to explain the programs and assist in setting up a plan that works for the customer’s needs at any time. A company representative attempted to contact the customer to explain these programs on 10/5/16 but the customer was upset and discontinued the call before the programs could be discussed. If the customer is interested in setting up any type of payment arrangements they can call 24 hours a day @ [redacted]. A copy of the billing history can be provided to the customer upon request.
Company records indicate the delay to reconnect service resulted from the customer and a relative both applying for the service. A large outstanding balance on the account also added to the delay to in order for the company to determine who was actually living at the residence. The current...
application for service is in the name of the relative and has been released to connect on 8/3/17. If the customer prefers the service their name, please contact the Company. Since the debt has been resolved either name is acceptable if both persons are living in the household.
Upon notification on 2/17/16 that the customer had not received a refund from [redacted] as promised on several different occasions, AEP will request the funds from [redacted] and AEP will directly refund and issue a check to the customer. A company representative contacted the customer on 2/24/16 and advised the customer of the actions being taken by the company. The customer was advised the check will be mailed from AEP on Monday, 2/29/16.
John from the business called to respond: A backup battery system on the sump pump only lasts a few hours at best, and runs at a slower speed removing less gallons per minute than when at full capacity. This may explain that, while still "running", the sump pump was by no means fully operational. It helps, but is not at %100. The sump pump was not installed by the business and therefor is not warranted by them. It is not the fault of the customer or the business if the back up system could not handled the amount of water generated by the severe storm in September. There have been no further service calls since then complaining of water coming thru the wall area they worked on. The system is working as designed, therefore no refund is available.
Except as may be otherwise provided by law, the Company reserves the right to deny service to any applicant for any of the following reasons: Whenever, in the Company’s opinion, it has reasonable cause to believe the applicant is attempting to obtain service fraudulently and For prior indebtedness...
by a previous customer provided that the previous customer continues to be an owner or bona fide lessee at the premises. In this particular case, the Company verified the applicant has been a tenant in the home while the prior debt accumulated on the (boyfriend’s) account and there has been no change in the lease. The Company has not received any payments on the account since 04/06/2016. The Company apologizes to the applicant if the assigned investigator appeared to be rude. The Company requires the entirety of the prior debt paid before accepting service in another applicant’s name at the premise. If the balance is not paid, service is subject to disconnected.
Better Business...
Bureau:
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]
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.
It says right in their attachment where they decline to waive the deposit on my account that if the deposit is $40.00 or more, and mine is $492.00, that is just a tad over $40.00, that the deposit can be paid longer than in 3 installments so as not to cause "undue hardship". If my deposit was calculated at $492.00 and three installments of $164.00 extra on my electric bill for the next 3 months, then I would request that the deposit be divided into at least 6 months, more if possible, because yes, paying an extra $164.00 each month on top of my already high electric bill does cause "undue hardship". This option was never offered during my conversation with the AEP representative.
Regards,
[redacted]
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.
[Requiring a 270.00 deposit because I have had late bills is dicriminatory, and results in the power company making even more money off of the consumer! It is fraudulent to apply my money to anything other than what I aithorize! This is corporate America delegating where my money goes! In their pocket to sit on for a year and because I have no choice in electric companies, I am being penalized for being a single parent whose children receive survivor's benefits that total 1,230.00 per month. 270.00 is my grocery bill! That is over half of my rent! It is absurd that a company would react to a situation like this with such a negative filter! What does that say about the corporation itself! It is not right to punish someone who is obviously already having a problem with an extremely high electric bill.
Regards,
[redacted]
The company reviewed the customer’s account and determined the customer was incorrectly charged $3.24 for a TRAC rider during March 2016. The charge was inadvertently not credited to the account. The company removed the $3.24 charge and advised the customer as such. The customer agreed to pay the remainder of the bill which is $230.42.
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]
I do NOT agree this is ridiculous, I work all the time and I had tried calling and calling multiple times with no answer, but its fine when I call and they don't answer? But when they call me and I don't answer they just give up?? I am calling tonight at 6:00 and I will call over and over again until I get in contact with someone. My problem has NOT been resolved and this is not right. They are suppose to be there for there customers not the customer be there for them!! If I do not get in touch with someone today when I call, I will call the Revdex.com. I haven't had any of my questions that I had about my bill discussed yet and it is not my fault I cannot answer when they call. Where I live I have no cell service so it has to be when I am in cell service and that is why I call so its easier for me and the company! I am not trying to be a pain in the rear, but I seriously just want to talk to someone about my billing because I know for a fact there's additional fee's on there that I do not need to be charged with! I know I had requested someone from the company to contact me to discuss this and by no means am I going back on my words, I do want to speak to someone from the company and when I received there voicemail is when I called back and I never got a answer. I don't understand what is going on, or why this has to be such a rush, but again I will call today around 6:00, and hopefully I will hear from someone!
Revdex.com:
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.I can't get notarized leases after the fact. Until time travel becomes possible this would be considered fraud because it is almost a year from the date that the original lease had. If you wanted this you would have had to tell us when the lease was originally signed.The lease was not originally notarized so how am I supposed to get it notarized now to prove that when I got the lease back in August of 2015? If I did that that would be committing fraud. As for [redacted] I already tried to give her this information and she never would give me any way to send it to her. She would only insist to talk with [redacted].
Regards,
[redacted]
I just got off...
the phone with [redacted] from [redacted]. She researched the customer name and stated that [redacted] contacted [redacted] yesterday inquiring about never receiving the check. A new mailing address was given by the customer in Vinton, Va. and another check request was entered. The customer spoke to [redacted] at [redacted]. I was given an internal request number of [redacted]. Again, I was advised 2-3 weeks for the customer to receive the check. [redacted] also said the previous check I was advised about in December was sent on 12/21/15, but to the address we had in Roanoke, VA. At this point I feel we have resolved the issue, but I thought that was the case in December. The complaint has been updated with this information also.
Revdex.com:
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.
Their findings were not correct. AEP keeps insisting that I am using electric heat and that is causing the spike in my usage. We only use wood heat. Our heat pump has been broke for over 10 years and there is not any baseboard heat in my home. Then they commented that they produced my usage log for the last 13 years showing this trend. That is true, because not until now have I decided to speak up so much on this. They have increased my bill every single winter during the same month. They do the same in the summer typically during the month of July, we once again do not have a working heat pump and we do not have air conditioning window units. I cannot run AC because of my sinuses/allergies. They falsify usage with their meters. It keeps showing a spike in the middle of the day when we are not there! The only thing that cuts on is the hot water heater throughout the day. Then I have appliances that stay plugged up such as the refrigerator and the freezer. I am tired of being scammed out of my money. They can make it read however they want to try to justify their charges. They do this to everyone based on the weather thinking people will just live with it. I have no problem paying for what I honestly use!
Regards,
[redacted]