The pole was damaged during a storm the week of June 18th. The pole was repaired and left in a safe manner; however, complete repairs were delayed as a result of another storm the following weekend. The company completed the repairs to the pole on 6/28/16 and advised the customer as such.
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 will try to condense this reply a little more. There was a small leak on the right side of the front wall where the steps meet the front porch 4 months after job was completed. It was serviced by doing some grading outside where water was accumulating under the steps which per contract is the owner's responsibility. (Again this was 4 months after completion of job, that area never leaked again.) The second event, I still believe, was a power failure when most of Hamilton lost electric during a 4" rain event. Our exterior system brought the water to the sump well as it was installed to do. Their pump or its back up system failed to keep up with the amount of water it was forced to deal with during that event. To help evaluate this we asked if they could keep the paneling down through several rain events to verify that leakage did not come through the sealed wall but from another source. Although we have had a multitude of rain events this spring there has never been a call to our office of any leakage coming thru the sealed wall since September of 2016 during the power failure event when we believe it came up thru comp crock. At this point I can only bid to put in another sump pump system to assist the owners existing one, in case of another extreme weather event. As far as damages, you can see by the pictures the owner sent that the paneling and carpet had a history of damage well beyond a one leak event. I should not be asked to pay for damage to damaged material that was about to be replaced John BoimanPresidentJack Boiman Sons & Daughters, Inc.
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 am not satisfied with this because I tried to provide a copy of my lease and was told that it would get rejected because she wanted proof that my landlord owed the mobile home and had to have lot lease and prof of where he lived I have nothing to do with that she even ask me personal questions that I shouldn't have had to answer and further more I don't know the previous tenants and I shouldn't have to be punished because of there power bill that is owed. The power was own when I moved in and only reason it got turned of was because the meter box was sparking and getting ready to catch on fire...
Regards,
[redacted]
A Company representative unsuccessfully attempted to contact the customer multiple times. The telephone number provided on the complaint is incorrect and the customer failed to answer the cell phone number provided to the Company records with no available option for voice messages. The...
customer’s bank has advised the customer that the $180 was refunded by AEP on 8/3 but credited to another bank customer’s account due to the customer’s error providing incorrect banking information. The bank also advised the customer a joint effort with AEP is currently underway to recover the $180 and a new refund will be processed to their correct bank account.
The company attempted to contact the customer again on 10/2/2015 at 12:39 PM and at 6:07 PM; we spoke to the caller’s husband at 12:39 PM, but he refused to discuss the issue with us and suggested we call again that day after 6 PM, which we did – we received no answer, but left another voicemail. We left two additional messages on 10/5/2015 at 6:45 PM and on 10/6/2015 at 6:37 PM.
On 10/5/2015, the customer requested and agreed to an extension to pay the account balance on 10/11/2015; unfortunately, the payment of the bill cannot be postponed any later. The company considers this matter resolved and will make no further attempts to contact the customer.
The customer can contact the company 24 hours a day, 7 days per week by calling [redacted] or by visiting us at AppalachianPower.com.
A company representative contacted the customer in regard to the refund. The refund was sent to [redacted] on 5/19/17. [redacted] will receive the customer’s credit for refund on 5/22/17 and it should be mailed to the customer by the end of the week. This account was closed on 4/21/17...
and the last payment on the account was made on 4/6/17. The company reviewed the account on 4/28/17 to determine if a credit balance could be refunded; however, due to the last payment being less than 30 days, the company held the entire credit balance until 5/8/17. The account was reviewed again on 5/12/17 and a request was sent to refund the credit balance of $234.75 to the customer. The refund request was approved for refund on Monday 5/15/17 and approved refunds are sent to [redacted] every Friday, thereby, resulting in a delay.
The customer originally applied for a small general service to serve a camper or garage. The service was not installed and the customer failed to apply for a permanent service to serve a mobile home. The company subsequently received an electrical inspection which was attached to the original...
order for the small general service. However, the service was actually installed to a mobile home. As a result, the customer has been billed incorrectly since 10/6/11. The company will correct the billing error as of the original install date of 10/6/11 and the customer will be rebilled at the residential rate from 10/6/11 to current. The customer has been advised of the correction.
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 still have not received my refund.
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.
I have paid the bill minus the 2.95 which was the fee I paid for having my account block. I started this complaint to avoid the fee for a second month. If the processing company can refund me the 2.95 fee since the block has been removed then I will pay the remaining balance.
Regards,
[redacted]
The customer has been charged for the energy consumed at the premise. When the customer fails to pay the total amount due each month, the unpaid amount is considered past due. After notifying the customer of a past due balance on multiple bills and termination notices, the company will interrupt the...
energy supply to the home in an effort to collect the money owed by the customer for the energy used. As a result, the customer’s service was interrupted for nonpayment during March, April, and May because the customer’s account remains past due. The company will only interrupt service for a past due balance that is at least 30-days past due. When the company interrupts service to collect a debt, a reconnect fee is required. This fee is to help cover the collection expenses from the customer that caused the expenses and not pass those expenses on to other customers, as approved by the Commission. The company has only charged the customer for amount of energy used and for any valid collection fees. Appalachian Power encourages the customer to contact us to discuss the status of the account. Appalachian Power is available 24 hours a day, 7 days a week, 365 days a year by phone at ###-###-####, online and online at AppalachianPower.com.
The company re-investigated the customer’s claim of damage. Company records indicate on June 20th, 2015 the customer reported a power quality issue. At that time, an assumption was made by company representatives the flickering light issue reported was occurring as a result of the remnants of tropical system “Bill” as severe thunderstorms eventually caused widespread outages for the entire area. Therefore, a crew was not dispatched to the customer’s residence to investigate the power quality issue; however, crews were dispatched to the area to address outages.
On June 30th, 2015 the customer conveyed to a company representative that flickering problems were on-gong at the residence. The customer also indicated a Microsoft Table charger was damaged after June 20th 2015. A company representative was dispatched to the residence. The service connections and service drop were inspected and abnormal voltage readings were observed at the service drop serving residence. A decision was made to replace the service drop and the connections since the representative was unable to determine the exact cause of the service issue at the customer’s residence.
AEP does not accept liability for damage related to storms, equipment failure or unknown cause. Therefore, the company would not be able to honor the customer claim of damage to the television. However, since the company failed to investigate the service issue reported on June the 20th and the customer experienced an additional loss, the company will honor the claim of damage to the customer’s Microsoft Tablet charger.
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]
A company representative attempted to contact the customer multiple times on 5/23/17. The customer failed to return the calls. A representative contacted the customer on 5/24/17 at 6:15pm. The customer stated she spoke with someone from the Revdex.com of New Jersey and [they]...
advised her who to direct her issue to. The customer stated a tornado watch was issued for the area, and as a result, the representative offered to call back later or at another date to discuss the account. The customer stated there would be no need for that and she would call whomever she needed, but she felt the company was robbing people and she was documenting the call. The customer disconnected the call and the representative was not afforded the opportunity to discuss the deposit billing or current account balance. In summary, the customer paid 2 of 12 bills on time. The bill is produced around the 28th - 30th each month. Per the customer, she is paid at the first of the month; therefore, she could pay the bill as soon as she received it to prevent late payment. The deposit was assessed due to late payments. If the customer begins making on time payments, the deposit will eventually be returned. The deposit is refunded once 12 consecutive bills are paid on time. The current deposit interest paid by AEP is 0.7%. The company mailed a usage payment history to the customer.
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 have contacted my bank and requested they fax an authorization letter to them. Once them block is removed then I will accept their response. Thank you. Please have Appalachian Power contact me directly when they have received the fax and removed the block.
Regards,
[redacted]
The customer contacted the SCC during June 2016 with the same concern and at that time a company representative contacted the customer. A follow up contact was attempted however; the number on the account is no longer valid for this customer. During the previous 3 years the customer...
experienced 5 outages; all attributed to trees outside the company’s right of way. The company plans to inspect the subdivision for danger trees and will address those when observed. The company also plans to initiate a backyard trim cycle for the circuit in the area during January 2017.
Revdex.com:
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 pole was damaged during a storm the week of June 18th. The pole was repaired and left in a safe manner; however, complete repairs were delayed as a result of another storm the following weekend. The company completed the repairs to the pole on 6/28/16 and advised the customer as such.
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 will try to condense this reply a little more. There was a small leak on the right side of the front wall where the steps meet the front porch 4 months after job was completed. It was serviced by doing some grading outside where water was accumulating under the steps which per contract is the owner's responsibility. (Again this was 4 months after completion of job, that area never leaked again.) The second event, I still believe, was a power failure when most of Hamilton lost electric during a 4" rain event. Our exterior system brought the water to the sump well as it was installed to do. Their pump or its back up system failed to keep up with the amount of water it was forced to deal with during that event. To help evaluate this we asked if they could keep the paneling down through several rain events to verify that leakage did not come through the sealed wall but from another source. Although we have had a multitude of rain events this spring there has never been a call to our office of any leakage coming thru the sealed wall since September of 2016 during the power failure event when we believe it came up thru comp crock. At this point I can only bid to put in another sump pump system to assist the owners existing one, in case of another extreme weather event. As far as damages, you can see by the pictures the owner sent that the paneling and carpet had a history of damage well beyond a one leak event. I should not be asked to pay for damage to damaged material that was about to be replaced John BoimanPresidentJack Boiman Sons & Daughters, Inc.
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 am not satisfied with this because I tried to provide a copy of my lease and was told that it would get rejected because she wanted proof that my landlord owed the mobile home and had to have lot lease and prof of where he lived I have nothing to do with that she even ask me personal questions that I shouldn't have had to answer and further more I don't know the previous tenants and I shouldn't have to be punished because of there power bill that is owed. The power was own when I moved in and only reason it got turned of was because the meter box was sparking and getting ready to catch on fire...
Regards,
[redacted]
A Company representative unsuccessfully attempted to contact the customer multiple times. The telephone number provided on the complaint is incorrect and the customer failed to answer the cell phone number provided to the Company records with no available option for voice messages. The...
customer’s bank has advised the customer that the $180 was refunded by AEP on 8/3 but credited to another bank customer’s account due to the customer’s error providing incorrect banking information. The bank also advised the customer a joint effort with AEP is currently underway to recover the $180 and a new refund will be processed to their correct bank account.
The company attempted to contact the customer again on 10/2/2015 at 12:39 PM and at 6:07 PM; we spoke to the caller’s husband at 12:39 PM, but he refused to discuss the issue with us and suggested we call again that day after 6 PM, which we did – we received no answer, but left another voicemail. We left two additional messages on 10/5/2015 at 6:45 PM and on 10/6/2015 at 6:37 PM.
On 10/5/2015, the customer requested and agreed to an extension to pay the account balance on 10/11/2015; unfortunately, the payment of the bill cannot be postponed any later. The company considers this matter resolved and will make no further attempts to contact the customer.
The customer can contact the company 24 hours a day, 7 days per week by calling [redacted] or by visiting us at AppalachianPower.com.
A company representative contacted the customer in regard to the refund. The refund was sent to [redacted] on 5/19/17. [redacted] will receive the customer’s credit for refund on 5/22/17 and it should be mailed to the customer by the end of the week. This account was closed on 4/21/17...
and the last payment on the account was made on 4/6/17. The company reviewed the account on 4/28/17 to determine if a credit balance could be refunded; however, due to the last payment being less than 30 days, the company held the entire credit balance until 5/8/17. The account was reviewed again on 5/12/17 and a request was sent to refund the credit balance of $234.75 to the customer. The refund request was approved for refund on Monday 5/15/17 and approved refunds are sent to [redacted] every Friday, thereby, resulting in a delay.
The customer originally applied for a small general service to serve a camper or garage. The service was not installed and the customer failed to apply for a permanent service to serve a mobile home. The company subsequently received an electrical inspection which was attached to the original...
order for the small general service. However, the service was actually installed to a mobile home. As a result, the customer has been billed incorrectly since 10/6/11. The company will correct the billing error as of the original install date of 10/6/11 and the customer will be rebilled at the residential rate from 10/6/11 to current. The customer has been advised of the correction.
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 still have not received my refund.
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.
I have paid the bill minus the 2.95 which was the fee I paid for having my account block. I started this complaint to avoid the fee for a second month. If the processing company can refund me the 2.95 fee since the block has been removed then I will pay the remaining balance.
Regards,
[redacted]
The customer has been charged for the energy consumed at the premise. When the customer fails to pay the total amount due each month, the unpaid amount is considered past due. After notifying the customer of a past due balance on multiple bills and termination notices, the company will interrupt the...
energy supply to the home in an effort to collect the money owed by the customer for the energy used. As a result, the customer’s service was interrupted for nonpayment during March, April, and May because the customer’s account remains past due. The company will only interrupt service for a past due balance that is at least 30-days past due. When the company interrupts service to collect a debt, a reconnect fee is required. This fee is to help cover the collection expenses from the customer that caused the expenses and not pass those expenses on to other customers, as approved by the Commission. The company has only charged the customer for amount of energy used and for any valid collection fees. Appalachian Power encourages the customer to contact us to discuss the status of the account. Appalachian Power is available 24 hours a day, 7 days a week, 365 days a year by phone at ###-###-####, online and online at AppalachianPower.com.
The company re-investigated the customer’s claim of damage. Company records indicate on June 20th, 2015 the customer reported a power quality issue. At that time, an assumption was made by company representatives the flickering light issue reported was occurring as a result of the remnants of tropical system “Bill” as severe thunderstorms eventually caused widespread outages for the entire area. Therefore, a crew was not dispatched to the customer’s residence to investigate the power quality issue; however, crews were dispatched to the area to address outages.
On June 30th, 2015 the customer conveyed to a company representative that flickering problems were on-gong at the residence. The customer also indicated a Microsoft Table charger was damaged after June 20th 2015. A company representative was dispatched to the residence. The service connections and service drop were inspected and abnormal voltage readings were observed at the service drop serving residence. A decision was made to replace the service drop and the connections since the representative was unable to determine the exact cause of the service issue at the customer’s residence.
AEP does not accept liability for damage related to storms, equipment failure or unknown cause. Therefore, the company would not be able to honor the customer claim of damage to the television. However, since the company failed to investigate the service issue reported on June the 20th and the customer experienced an additional loss, the company will honor the claim of damage to the customer’s Microsoft Tablet charger.
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]
A company representative attempted to contact the customer multiple times on 5/23/17. The customer failed to return the calls. A representative contacted the customer on 5/24/17 at 6:15pm. The customer stated she spoke with someone from the Revdex.com of New Jersey and [they]...
advised her who to direct her issue to. The customer stated a tornado watch was issued for the area, and as a result, the representative offered to call back later or at another date to discuss the account. The customer stated there would be no need for that and she would call whomever she needed, but she felt the company was robbing people and she was documenting the call. The customer disconnected the call and the representative was not afforded the opportunity to discuss the deposit billing or current account balance. In summary, the customer paid 2 of 12 bills on time. The bill is produced around the 28th - 30th each month. Per the customer, she is paid at the first of the month; therefore, she could pay the bill as soon as she received it to prevent late payment. The deposit was assessed due to late payments. If the customer begins making on time payments, the deposit will eventually be returned. The deposit is refunded once 12 consecutive bills are paid on time. The current deposit interest paid by AEP is 0.7%. The company mailed a usage payment history to the customer.
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 have contacted my bank and requested they fax an authorization letter to them. Once them block is removed then I will accept their response. Thank you. Please have Appalachian Power contact me directly when they have received the fax and removed the block.
Regards,
[redacted]
The customer contacted the SCC during June 2016 with the same concern and at that time a company representative contacted the customer. A follow up contact was attempted however; the number on the account is no longer valid for this customer. During the previous 3 years the customer...
experienced 5 outages; all attributed to trees outside the company’s right of way. The company plans to inspect the subdivision for danger trees and will address those when observed. The company also plans to initiate a backyard trim cycle for the circuit in the area during January 2017.
Revdex.com:
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]