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 that most of our power outages are caused by MAJOR STORM EVENTS every time we have a cold front move through the power should not go outThis has been going on the whole time I have lived here yearsI don`t think it will change with the current management 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 responseMy husband called and filed the claim leaving his phone numberAEP put the wrong phone number in the claimAdditionally, the woman I spoke to refused to explain, choosing instead to begin shouting at meAlso, the company did not make the choice to work with my insurance companyI 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]
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 capacityThis may explain that, while still "running", the sump pump was by no means fully operationalIt helps, but is not at %The sump pump was not installed by the business and therefor is not warranted by themIt 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 SeptemberThere have been no further service calls since then complaining of water coming thru the wall area they worked onThe system is working as designed, therefore no refund is available
We thank you for contacting Appalachian Power and for giving us an opportunity to investigate your concernsAccording to our records we contacted the customer at 7:PM to make the customer aware about an emergency power outage to make repairs to our electrical systemThe message was as follows: This is an outage message from AEP-Appalachian Power at (current time)To maintain our electrical system in a safe and efficient manner it is necessary to conduct an emergency outage within the next hour in your areaWe apologize for the inconvenience caused by this power outageAEP-Appalachian Power appreciates the opportunity to serve youThank you for your patienceGood-byeThank you again for allowing us to examine and respond to your concern and for being your trusted energy advisor
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 factUntil time travel becomes possible this would be considered fraud because it is almost a year from the date that the original lease hadIf 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 fraudAs for [redacted] I already tried to give her this information and she never would give me any way to send it to herShe would only insist to talk with [redacted] * [redacted] Regards, [redacted]
The company received the customer claim of damage on 6-21-as a result of a “flickering” electric service on 6/20/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 thunderstormsAt 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 residenceThe connections at the site and the service drop were checkedSome observed vines were removed from the distribution pole and the service drop was replaced as a pre-cautionNo other issues were observed at the site On June 20th, 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 liabilityA denial letter and copy of the tariff was mailed to the customer
The company reviewed the customer’s account and determined the customer was incorrectly charged $for a TRAC rider during March The charge was inadvertently not credited to the accountThe company removed the $charge and advised the customer as suchThe customer agreed to pay the remainder of the bill which is $
The company canceled the $charge, as requested by the customerA Customer Operations Center representative will attempt to contact the customer to advise of the cancelled chargeThe previous call with the customer will also be reviewed
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 While I am by no means an authority on the matter of "trees in a row" or how the power company chooses to trim the vegetation in the area of poles and power lines, I am quite familiar with my area, and it is clear to see that there are tree limbs that have literally branched INTO the power lines themselves, where they should have been trimmed back or the tree itself cut down to avoid interference with said lines With that said, one can very seldom follow the power lines and not see interference from trees at various points I would also like to note that out of the many outages we have endured, several were not called in due to the fact that when our power is out, we also lose telephone service, which basically means that since we have NO cell service at our home, we must travel to a higher elevation or across a mountain in order to get a signal in order to use a cell phone to call in And also, outages in years, with of those being scheduled outages for servicing lines or equipment, still amounts to around outage per month, with most of them being long term outages that cause loss as far as food items go unless it is in the winter or cold weather months where things do not thaw as quickly As for the amount of time it takes to repair the problem, I can assure you that AEP certainly DOES prioritize on the basis of the number of customers who are out It doesn't matter if our power goes out and is reported first, if another line has more customers out that line will be repaired first, regardless of how much longer ours has been out versus the time theirs has been out We have been told by representatives that the number of customers who are without power dictates whose lines receives service first Considering we are in a very rural and less populated area, we are often the last to get repair crews and have even had instances where crews who are working on restoring our power get called off of the job they are working on and sent to another location because there are more customers out of service elsewhere And this is not second hand information, mind you, as my husband and some of our neighbors were there checking the status of the situation when the workers got the notice to pull off of our line and go elsewhere to work on another line! Regardless of the response from AEP, the customers in my area all know that we lose service and have more extended outages than people in other areas of our county AEP should consider working on the lines on a "first reported, first serviced" basis, instead of worrying about getting heavier populated areas back up and running because they generate more revenue for them than do the less populated lines And too, I feel that given the number of times that crews have been pulled from servicing our outage and sent to work on other heavier populated lines, they should NOT continue the practice of pullingl any crew who is working on an outage merely on the basis of the number of homes that are without power I can verify by my neighbors that it has happened on more than one occasion, and often times the crews have told us that they would have had power restored within as little as an hour had they not dispatched them elsewhere It is very hard for us to believe that the appropriate attention is given to the lines and equipment in our area, and that is due solely to the amount of outages we experience + the length of the outages, versus, as I said earlier, a higher populated outage in another area 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 12:40pmWhen a customer is signed up for mobile alerts they will get a text every to 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: ###-###-####
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 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 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 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 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 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
The customer originally applied for a small general service to serve a camper or garageThe service was not installed and the customer failed to apply for a permanent service to serve a mobile homeThe company subsequently received an electrical inspection which was attached to the original order for the small general serviceHowever, the service was actually installed to a mobile homeAs a result, the customer has been billed incorrectly since 10/6/The company will correct the billing error as of the original install date of 10/6/and the customer will be rebilled at the residential rate from 10/6/to currentThe customer has been advised of the correction
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 agree with the response however money was taken to have the account paid off under the name of [redacted] * [redacted] with my card for the full amount in order to get my service set up while waiting on this response since [redacted] was finally able to get a hold of [redacted] from collections and she said payment in the full amount would be required before service could be connected in my nameA this point I would love to have my payment returned except for the amount of that actually came from the service address at [redacted] **Currently we do not have food to eat because we had to pay such an outlandish amount just to keep or connect service despite [redacted] canceling his service a little under a month agoAttached is the original lease and an early renewal lease that shows [redacted] never lived at the [redacted] address Regards, Melody [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 A completely uncaring response from a soulless organization Regards, [redacted]
Deposit has been assessed in accordance with all applicable rules and regulations for the State of VirginiaCompany declines to waive / remove depositCompany has billed deposit in three installments and asks that deposit be paid as billedIt also should be noted that Company waived deposit five months ago (December 2014) and warned customer at that time that future late payments may result in deposit being re-assessed
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 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,per monthis 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] ***
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. They haven't fixed the pole it is still leaning the only thing they did was fill in the hole I left a message with [redacted] yesterday and have not heard back from him. 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 which was the fee I paid for having my account blockI started this complaint to avoid the fee for a second monthIf the processing company can refund me the fee since the block has been removed then I will pay the remaining balance 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 do not agree that most of our power outages are caused by MAJOR STORM EVENTS every time we have a cold front move through the power should not go outThis has been going on the whole time I have lived here yearsI don`t think it will change with the current management 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 responseMy husband called and filed the claim leaving his phone numberAEP put the wrong phone number in the claimAdditionally, the woman I spoke to refused to explain, choosing instead to begin shouting at meAlso, the company did not make the choice to work with my insurance companyI 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]
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 capacityThis may explain that, while still "running", the sump pump was by no means fully operationalIt helps, but is not at %The sump pump was not installed by the business and therefor is not warranted by themIt 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 SeptemberThere have been no further service calls since then complaining of water coming thru the wall area they worked onThe system is working as designed, therefore no refund is available
We thank you for contacting Appalachian Power and for giving us an opportunity to investigate your concernsAccording to our records we contacted the customer at 7:PM to make the customer aware about an emergency power outage to make repairs to our electrical systemThe message was as follows: This is an outage message from AEP-Appalachian Power at (current time)To maintain our electrical system in a safe and efficient manner it is necessary to conduct an emergency outage within the next hour in your areaWe apologize for the inconvenience caused by this power outageAEP-Appalachian Power appreciates the opportunity to serve youThank you for your patienceGood-byeThank you again for allowing us to examine and respond to your concern and for being your trusted energy advisor
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 factUntil time travel becomes possible this would be considered fraud because it is almost a year from the date that the original lease hadIf 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 fraudAs for [redacted] I already tried to give her this information and she never would give me any way to send it to herShe would only insist to talk with [redacted] * [redacted] Regards, [redacted]
The company received the customer claim of damage on 6-21-as a result of a “flickering” electric service on 6/20/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 thunderstormsAt 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 residenceThe connections at the site and the service drop were checkedSome observed vines were removed from the distribution pole and the service drop was replaced as a pre-cautionNo other issues were observed at the site On June 20th, 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 liabilityA denial letter and copy of the tariff was mailed to the customer
The company reviewed the customer’s account and determined the customer was incorrectly charged $for a TRAC rider during March The charge was inadvertently not credited to the accountThe company removed the $charge and advised the customer as suchThe customer agreed to pay the remainder of the bill which is $
The company canceled the $charge, as requested by the customerA Customer Operations Center representative will attempt to contact the customer to advise of the cancelled chargeThe previous call with the customer will also be reviewed
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 While I am by no means an authority on the matter of "trees in a row" or how the power company chooses to trim the vegetation in the area of poles and power lines, I am quite familiar with my area, and it is clear to see that there are tree limbs that have literally branched INTO the power lines themselves, where they should have been trimmed back or the tree itself cut down to avoid interference with said lines With that said, one can very seldom follow the power lines and not see interference from trees at various points I would also like to note that out of the many outages we have endured, several were not called in due to the fact that when our power is out, we also lose telephone service, which basically means that since we have NO cell service at our home, we must travel to a higher elevation or across a mountain in order to get a signal in order to use a cell phone to call in And also, outages in years, with of those being scheduled outages for servicing lines or equipment, still amounts to around outage per month, with most of them being long term outages that cause loss as far as food items go unless it is in the winter or cold weather months where things do not thaw as quickly As for the amount of time it takes to repair the problem, I can assure you that AEP certainly DOES prioritize on the basis of the number of customers who are out It doesn't matter if our power goes out and is reported first, if another line has more customers out that line will be repaired first, regardless of how much longer ours has been out versus the time theirs has been out We have been told by representatives that the number of customers who are without power dictates whose lines receives service first Considering we are in a very rural and less populated area, we are often the last to get repair crews and have even had instances where crews who are working on restoring our power get called off of the job they are working on and sent to another location because there are more customers out of service elsewhere And this is not second hand information, mind you, as my husband and some of our neighbors were there checking the status of the situation when the workers got the notice to pull off of our line and go elsewhere to work on another line! Regardless of the response from AEP, the customers in my area all know that we lose service and have more extended outages than people in other areas of our county AEP should consider working on the lines on a "first reported, first serviced" basis, instead of worrying about getting heavier populated areas back up and running because they generate more revenue for them than do the less populated lines And too, I feel that given the number of times that crews have been pulled from servicing our outage and sent to work on other heavier populated lines, they should NOT continue the practice of pullingl any crew who is working on an outage merely on the basis of the number of homes that are without power I can verify by my neighbors that it has happened on more than one occasion, and often times the crews have told us that they would have had power restored within as little as an hour had they not dispatched them elsewhere It is very hard for us to believe that the appropriate attention is given to the lines and equipment in our area, and that is due solely to the amount of outages we experience + the length of the outages, versus, as I said earlier, a higher populated outage in another area 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 12:40pmWhen a customer is signed up for mobile alerts they will get a text every to 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: ###-###-####
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 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 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 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 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 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
The customer originally applied for a small general service to serve a camper or garageThe service was not installed and the customer failed to apply for a permanent service to serve a mobile homeThe company subsequently received an electrical inspection which was attached to the original order for the small general serviceHowever, the service was actually installed to a mobile homeAs a result, the customer has been billed incorrectly since 10/6/The company will correct the billing error as of the original install date of 10/6/and the customer will be rebilled at the residential rate from 10/6/to currentThe customer has been advised of the correction
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 agree with the response however money was taken to have the account paid off under the name of [redacted] * [redacted] with my card for the full amount in order to get my service set up while waiting on this response since [redacted] was finally able to get a hold of [redacted] from collections and she said payment in the full amount would be required before service could be connected in my nameA this point I would love to have my payment returned except for the amount of that actually came from the service address at [redacted] **Currently we do not have food to eat because we had to pay such an outlandish amount just to keep or connect service despite [redacted] canceling his service a little under a month agoAttached is the original lease and an early renewal lease that shows [redacted] never lived at the [redacted] address Regards, Melody [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 A completely uncaring response from a soulless organization Regards, [redacted]
Deposit has been assessed in accordance with all applicable rules and regulations for the State of VirginiaCompany declines to waive / remove depositCompany has billed deposit in three installments and asks that deposit be paid as billedIt also should be noted that Company waived deposit five months ago (December 2014) and warned customer at that time that future late payments may result in deposit being re-assessed
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 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,per monthis 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] ***
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. They haven't fixed the pole it is still leaning the only thing they did was fill in the hole I left a message with [redacted] yesterday and have not heard back from him. 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 which was the fee I paid for having my account blockI started this complaint to avoid the fee for a second monthIf the processing company can refund me the fee since the block has been removed then I will pay the remaining balance Regards, [redacted]