American Power and Light, LLC

In your complaint, you noted dissatisfaction with the charges on your AP&L statementAs you know, each month AP&L provides each resident with a monthly statement which states the time period covered by the bill, the amount of electric usage, any service charge and a distribution recovery chargeThe service charge and distribution recovery charge should not vary from bill to bill, and these charges are a flat charge per month, that it, they are not pro-rated based on the number of days you occupied your residenceThis practice is not atypical in the industry AP&L regrets that our customer service representative was not able to satisfactorily answer your question regarding the pro-ration of the charges, and trusts this response has provided you with the information that you needIf not, please do not hesitate to call the customer service number, included on your last billing statement

By way of background, APL is a private company and not a public utility companyIn this instance, APL contracted with Easton Pointe LLC (“Easton Pointe”) to provide electric billing and maintenance services to the individual dwelling units in the residential complex commonly known as Easton PointeAmerican Electric Power (“AEP”), a public utility, provides the electricity to the complex through a master meterAPL then provides the underground electric infrastructure for the community, individual metering for each dwelling unit, as well as the billing and maintenance servicing Master metering affords the landlord or premises owner the opportunity to buy electricity at the lower commercial rates, and to pass those lower rates onto the tenants There is no contractual relationship between APL and the tenant; APL is in contract with Easton Pointe, LLC APL then pays AEP for the electricity used by Easton PointeCustomer satisfaction with, and opinion of, AP&L is important to AP&L, and as such, the company strives to make sure that its customers have a good experience with AP&L, and, to the extent a customer is dissatisfied, AP&L wants to take necessary steps to resolve any issuesMr [redacted] complains that AP&L has been inconsistently charging him an excessive amount for the common kwh chargeEach month AP&L provides a customer with a monthly statement which states the time period covered by the bill, the amount of metered electric usage, a customer service charge, a distribution recovery charge, and a common kwh charge (if the property owner chooses to bill it in this manner)AP&L believes this bill is much easier to understand than a typical utilities bill The amount of the customer service charge and the distribution recovery charge are constant from bill to bill, and these figures are typically a small amount of the total billThe large majority of the amount billed is for the actual amount of electricity used by the customer We note that in the case of Mr***, his lease obligates him to pay for a share of the costs necessary to provide electricity to the common areas of the complex, which accounts for the common kwh charge on his statement This common kwh charge is something that a tenant would end up paying one way or the other Owners either pass the charge on through rental fees, in which case they would typically round up and the tenants would end up paying more for the commodity than what was actually usedOr as in the case of Easton Pointe, the owners felt it was much more transparent to show these fees exactly as they are Therefore the charges were added to the electric statement as the common kwh line item It seems much more accurate and added a further cost saving to the residents as they pay for only exactly what is used This cost will fluctuate based on usage of the common area elements such as Housepanels (breezeway lighting), street lights, and the primary difference The primary difference is the difference between the number of kwh that AEP bills on the master meter and the number of kwh APL reads on the submeters This difference varies greatly and can be due to line loss, or a timing issue with the read date, among other items In May the primary difference was under 4,kwh in June it jumped to over 18,kwh That is the main reason the common kwh jumped from $to $ Due to the fact that the common kwh charge is calculated based on exactly what was used each month it will fluctuate, over the past months it has been $10.23, $7.45, $9.43, $4.91, $7.47, $4.99, and $ We hope that Mr [redacted] finds this additional information helpfulWe ask that if Mr [redacted] has any further questions he please call our customer service representatives

I previously filed a complaint regarding service for American Power & Light and had believed the rating was less than "A"The rating now shows an "A" yet there are only negative complaints and neutral complaintI also didn't see my complaint postedCan you please advise?Also, I would like to let Revdex.com know that my power has been out, again, for the last hoursI have no idea when it will be restoredSince mid- November, we have experienced intermittent power outages, brown outs, power surges, destroyed appliances and furnaces, freezing condos (due to furnace transformers being blown out), loss of work, loss of time, out of pocket costs, costs to our HOA, and poor customer service from American Power & LightWe are helpless victims in a state that allows unregulated submeteringEach time we contact American Power & Light, they claim to not be aware of an issue, claim the issue will be fixed shortly, lie about when it will be fixed, accuse the condo of being at fault, and fail to help usMy life has been turned upside down over continually not having electricity in my homeI would be happy to submit another formal complaint regarding service, if that would helpThis business should not be rated "A"Thanks,

Rather than address the issues listed in my complaint, or provide resolution in the manner I specified, the provider has chosen to act like this is the first time they have been contacted by me to reach a resolution In their response, they stated and encouraged me to contact their customer service so that a supervisor may further explain their billing practices, but not without first adding the disclaimer that I would not be receiving a prompt answer from them as “they need some time to pull up my records, review them, and arrange for a callback” This would be great, had I not already done so, received no resolution from them and thus chose to escalate my problem resolution process by contacting the Revdex.com.The business offers redundant information regarding their billing practices, and states in their reply that I have set up a new account with them at the time of my address changeI refute these claims, as I was never informed that this would be occuring at the time of my very brief phone call with the customer service agent who instructed me to hang up and go online on their website and do the address change myselfHowever, and once again, he never once mentioned or gave notice that my account would be billed for a $'set up fee' for having me do their jobIn my initial contact with their customer service to resolve the issue, I was told no one can waive fees except for a supervisor, I was transferred to the supervisor who was not available to take my call, so I left a voicemail and requested a call back to further discuss my issueAlready ignoring my request, days later, I receive an email from a David claiming to be the supervisor I requestedIn his email he states:"Good morning sir,I have been out of the office for the past few days, and still amI understand that you wished for a call back from the supervisor on 12/regarding our setup feeI understand your frustration with not being told about this when you had stated you were moving into another unit within the buildingThis fee is charged for setting up a new account on our end, even if you have been a previous customer of ours a new account must be createdUnfortunately this cannot be waived as it is the administrative fee to do soI know this is probably not what you wanted to hear and I apologize but we do have time spent creating new accountsPlease feel free to email me directly if you have further questions."After this email, multiple phone calls, and a lot of wasted time I will never get back, I was finally able to speak with David, or Dave as he goes byDuring my call, we had a long argument regarding their failure to provide notice of their billing feesIt was during this call that Dave admitted it was his customer service rep's fault for not providing notice that the fees would be incurred, or actually doing their job and changing my address during my callHowever "time was spent creating the new account" and as such he would not waive the feesAfter that I stated I would not be paying this bogus $fee and he told me it was my right to refuse to pay it, but he would not credit my account for it, or remove it and to go ahead and file my complaint with the Revdex.com, as it was my right, but still nothing would be done about itThis, an otherwise very polite and politically correct way to tell me to go fly a kite and we ended the callIn conclusion, I refuse the reply from the business, and refuse any further reply that does not resolve my issue in the way I stated in my original complaint, and since this business loves redundancy, I will list below again:*Credit my account for the $fee, as well as the late fees incurred since Dec, due to non-payment of this ridiculous fee*Retrain their customer service reps to actually provide service to the customers, and give notice of when and if any fees will be associated with any changes made to the account.How does a business like American Electric & Lighting is able to exist, with such a ridiculously high number of complaints filed against them for the billing practices is beyond my comprehensionPS: Please reply promptly, with your resolutionPromptly does not mean waiting until the last possible day allowed (days) to send a reply

Dear Ms. ***: In your complaint, you noted dissatisfaction with the charges on your AP&L statement and asked that you be billed in a manner reflective of your energy consumption. Each month AP&L provides a resident with a monthly statement which states the time... period covered by the bill, the amount of actual electric usage, a service charge (6.75) and a distribution recovery charge (10.99.) The amount of the service charge and the distribution recovery charge should not vary from bill to bill, and these figures are typically a small amount of the total amount owed. The large majority of the amount billed is for the actual amount of electric used by a resident. I feel that an explanation of the charges on your bill would be beneficial to you. This information is also located on the back of your billing statement. The Service Charge is the monthly fee charged to bill, read meters, and maintain your account. The Distribution Recovery Charge is the monthly fee for providing, installing, and maintaining the primary electrical infrastructure for the community. These charges are quite standard amongst electric companies in Ohio. You requested that the Distribution Recovery fee not be charged to you any longer. However, that charge will be assessed on every monthly statement. However, although on other companies’ statements the charge can be dependent on your electric usage and increase to as much as $150.00, with AP&L the fee is a flat fee and will not exceed $10.99 per month. Additionally, you raised a concern regarding the Convenience Charge and the fact that it is not located on your billing statement. The credit card convenience charge is a fee from the processing company that we use to process the credit card payments. This fee is charged per credit card payment, whether you pay online or over the phone the charge is the same. The charge does not appear on your billing statement because it is not assessed if you choose to mail a payment in or make your payment by e-check. We hope that the information provided in this response is helpful to you. The AP&L Customer Service Department can be reached Monday through Friday from 8am – 4:30 pm by phone at ###-###-####, should you have further questions or concerns.

Dear MrMaclean,In your complaint, you noted dissatisfaction with the charges on your AP&L statement and asked that you be billed in a manner reflective of your energy consumption. Each month AP&L provides a resident with a monthly statement which states the time period covered
by the bill, the amount of actual electric usage, any service charge and a distribution recovery chargeThe amount of the service charge and the distribution recovery charge should not vary from bill to bill, and these figures are typically a small amount of the total amount owedThe large majority of the amount billed is for the actual amount of electric used by a residentEveryone utilizes their energy differently, however I do see on the most recent billing, that the community average per unit was kwh and you used kwh, which translates to a difference of about $The best way to lessen the overall amount of your bill is to decrease your energy consumption. You can find many energy saving tips on our website at www.electricapl.com.The rate that you are charged for your individual unit’s usage is at or below that charged by other energy providersContractually our rate must be below that of the default utility, including transmission and generation, in your case the default utility is AEP. We list the default utilities rate on your statement which last month was per kwh, our rate was per kwh. Therefore, regarding your concern that we are billing a higher rate than AEP, we are not. Additionally, there seems to be some confusion regarding our call center. AP&L is a separate company from AEP and neither our call center (###-###-####) nor our outage line numbers (###-###-####) are connected to AEP. At AP&L we employ certified journeyman lineman to not only install the utilities but also to perform repairs. We hope that the information provided in this response is helpful to you, and ask that you please contact us with future questions or concerns

Dear Mr***:
In your complaint, you noted dissatisfaction with the charges on your AP&L statement and asked that you be billed in a manner reflective of your energy consumption
Each month AP&L provides a resident with a monthly statement which states the time period covered by
the bill, the amount of actual electric usage, any service charge and a distribution recovery chargeThe amount of the service charge and the distribution recovery charge should not vary from bill to bill, and these figures are typically a small amount of the total amount owedThe large majority of the amount billed is for the actual amount of electric used by a resident
In addition, in some communities, including the one in which you reside, residents pay a share of the electric usage in common areas, such as lighting in hallways and parking areasYour kWh rate reflects the costs for these common areas, and as a result the kWh rate that you are charged appears to be more than that charged by other energy providersThe rate that you are charged for your individual unit’s usage is at or below that charged by other energy providers
In response to your complaint, we reviewed our records and listened to your phone call with our representativeWe strive to make sure that our customer services representatives answer your questions, and feel that they have done soIf you would like to further discuss the amounts for which you have been billed, please call our customer service number (###-###-####), and an AP&L customer service representative will be happy to help youYou may, if you would like, ask to speak to a customer service manager
***
We hope that the information provided in this response is helpful to you, and ask that you please contact us with future questions or concerns

Ms***,In your complaint to the Revdex.com, you noted dissatisfaction with AP&L’s payment options and stated that you were trying to live in a waste free, paperless household. AP&L commends your effort. AP&L offers paperless payment online via e-check or credit card. It
is true there is a charge for these services as we have to utilize a third party processor and that processor charges a swipe fee per transaction for the service, unfortunately that fee is passed to the customer. If you wish to mail a check and avoid the $e-check fee, you do not need to print your statement. Please write your account number on your check to insure your payment will be posted correctly. Additionally, most banks offer free bank bill pay. Using your bank bill pay, you can make a paperless payment free of charge, for your monthly electric statement. We hope that you find this information helpfulThe AP&L Customer Service Department can be reached Monday through Friday from am to 4:pm by phone at ###-###-####, should you have any further questions or concerns

Dear Mr***:
In your complaint, you noted dissatisfaction with the charges on your AP&L statement and asked that you be billed in a manner reflective of your energy consumption
Each month AP&L provides a resident with a monthly statement which states the time period covered by
the bill, the amount of actual electric usage, any service charge and a distribution recovery chargeIn addition, your bill states your unit’s pro-rata share of the actual electric usage at your community for common areas, such as lighting in hallways and parking lotsThe amount of the service charge and the distribution recovery charge should not vary from bill to bill, and these figures are typically a small amount of the total amount owedThe large majority of the amount billed is for the actual amount of electric used by a resident, as well as electric usage in common areas
Our records indicate that you spoke with us on January 4, with respect to a bill that you receivedIf you would like to further discuss the amounts for which you have been billed, please call our customer service number (###-###-####), and an AP&L customer service representative will be happy to help you
AP&L does provide qualifying residents a payment plan in the event a resident is unable to pay his or her electric bill in full when dueAP&L also provides information on its website (www.electricapl.com) with regard to energy assistance programs such as the Home Energy Assistance Program (HEAP) and Project THAW, as well as information regarding energy assistance providers such as Franklin County PRC and IMPACT Community ActionIf you would like additional information on these services, we invite you to visit our website (www.electricapl.com) or contact one of your customer service representatives (###-###-####)
We hope that the information provided in this response is helpful to you, and ask that you please contact us with future questions or concerns

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint:
I am rejecting this response because:According to a simple google search the average price per kWh in Ohio is $ There are places with rates as low as $per KWh I pay $per kWh through APL In most states Companies like APL, third party submeters, are illegal They are illegal cause they jack the prices up and take advantage of customers APL conveniently or unconventionally has long term contracts with *** Properties and former *** Properties These contracts leave the consumer no choice but to purchase an over priced commodity Probably an altogether different complaint!My particular Bill list my Usage at kWh for a price of $ That's $per kWh Tag on a service fee of $and a Distribution Recovery Fee of $and you bring my total for a month to $ Since moving here my bills have all been high! months worth of high bills Prior to moving here, it was rare for me to have an electric bill over $50.00.American Power and Light is not charging a fair rate I am very conservative with my heat, and my electricity use I just want charged a fair price The Columbus Dispatch wrote an Article here: http://www.dispatch.com/content/stories/business/2013/10/20/shocking-cost.html

In your complaint and your rejection of our initial response, you noted issues with the electrical service provided to your condominium and dissatisfaction with AP&L’s response to those issuesYour customer satisfaction remains important to us, as does our reputation and rating with the Revdex.comWe have taken many steps to achieve and maintain an “A” rating
As explained in our previous response to your complaint, AP&L installed, and continues to service and maintain, some of the electrical equipment serving your condominium, but not all of itOur standard procedure when we receive calls regarding issues with our customers’ electrical service is to investigate our equipment for the cause of the issues and, if any problems are discovered, to remedy them immediatelyUnfortunately, if the issue is caused by a widespread public utility outage or equipment that is not serviced and maintained by us, there is little we can do to remedy it
For example, the outage mentioned in your rejection of our initial response resulted from a car accident that caused damage to public utility equipmentThe outage was widespread and affected many residential communities and businesses in your areaBecause the damaged equipment was not ours, we were unable to expedite the repairs and restoration of your electricity service
We regret that you are dissatisfied with our service, and we hope that your concerns have been resolved
If you would like to discuss this matter further, please feel free to call us toll free at ###-###-####, or email us at [email protected]

Ms***,
Your customer satisfaction and opinion of American Power & Light (AP&L) are important to us, and we regret that you are not happy with the services that we have provided to youWe strive to make sure that our customers have a good experience with us, and, to the extent a
customer is dissatisfied, we want to take necessary steps to fix that situation
In your complaint, you indicated dissatisfaction with the charges on your three most recent AP&L statementsAs you know, each month AP&L provides each resident with a monthly statement which includes the following; (1) the time period covered by the statement, (2) the number of kilowatt hours for electricity used during the billing cycle, as well as the amount due for such usage, (3) a monthly service charge for costs of billing, meter reads and maintaining a resident’s AP&L account, (4) a monthly distribution recovery charge for providing, installing, and maintaining the primary electrical infrastructure to your apartment complex, and (5) a monthly fee for your share of the costs of electricity for common areas within the apartment complexAP&L believes this bill is much easier to understand than a typical utilities bill
With respect to your billing statements, the amount of the service charge and the distribution recovery charge did not vary from bill to bill (we note that these figures are a small amount of the total amount owed)The large majority of the amount for which you were billed was for the actual amount of electricity used by you, and we note that in each of the three statements referenced in your complaint, the amount of kWh usage increased each month, thus translating to higher electricity billsOne explanation for the increase in the number of kHw that you used each month may be that as outside temperatures dropped, your furnace worked harder to maintain the interior temperature that you selected, thus causing an increase in your electricity usage and electricity billIf you would like to discuss the increase in kHw usage further, please do not hesitate to call the customer service number included on your billing statements
In reply to your request that AP&L “check its equipment”, AP&L provides a number of services to apartment communities, including the design and installation of distribution equipment for the delivery of electricity to units within a complexIn addition, AP&L performs routine maintenance and servicing of that distribution equipmentAt the time of your statement for services, there was (and continues to be) no indication that the AP&L equipment serving your apartment was in need of repair or malfunctioning in any way
We hope this response has been helpful to you, and welcome you to call us at the customer service phone number included on your billing statements should you have additional concerns or questions

Dear Mr*** Your customer satisfaction and opinion of American Power & Light (AP&L) are important to us, and we regret that you are not happy with the services that we have provided to you. We strive to make sure that our customers have a good experience with us, and, to the
extent a customer is dissatisfied, we want to take necessary steps to fix that situationWe assure you that AP&L makes good faith attempts to resolve customer complaints in a timely, cost efficient manner, which is satisfactory to our customersOur records show that on May 15, 2017, we sent you a notice to disconnect your electricity if your account balance was not paid by May 29, Our records also indicate that you contacted us on that date, spoke with a customer service representative and made a partial payment on your accountOn May 26, we sent you a second notice to disconnect, and on June 1, 2017, your electricity was disconnected for non-payment. AP&L monitors incoming telephone calls, including voicemails which have been left for our customer service representativesWhile we have records of your May 15th call to us, we do not have any records that indicate you attempted to contact us between that date and your disconnect dateOur records indicate that you contacted AP&L on June 2nd (after your disconnect date), at which time a representative was able to work with you to pay your account balance and restore serviceIn your complaint, you noted dissatisfaction with the reconnection fee on your AP&L statementAP&L diligently researched any possible issue that could have caused AP&L to miss any of your calls or voicemail messages, but was unable to find any data or information that would indicate an issue with our customer service telephone lines or voicemail apparatusBecause AP&L actually disconnected service and reconnected service, the reconnection fee cannot be waivedIf you have records that show that you attempted to contact us before the June 1st disconnect date, please call the customer service number included on your last billing statementIf you are able to provide us with these records, we will refund your $disconnect feeWe hope this response addresses your concerns

I absolutely HATE these people! My bill is high EVERY month, their customer service SUCKS, and they do not work with their customers at all. I needed to pay my bill 2 days late! These JERKS refused. I said its 2 day-$133.54! You cannot wait 2 days! SOOOOOO FRUSTRATING! Dave(the supervisor) is rude and refuses to change his attitude. There have been so many complaints about them to the apartment complex we live in. Complaints have been filed with Dietz to change who we use for electric. This company should be shut down due to the numerous complaints filed! I will NEVER live in another complex that this company services.

Dear Mr. [redacted], We write in response to your complaint filed with the Revdex.com regarding your billing statement dated December 6, 2017. Your customer satisfaction and opinion of American Power & Light (AP&L) are important to us, and we regret that you are not happy with the...

information and services that we previously provided to you.  We strive to make sure that our customers have a good experience with us, and, to the extent a customer is dissatisfied, we want to take necessary steps to fix that situation. In your complaint, you stated that you are dissatisfied with the thirty dollar charge on your billing statement with respect to the new account you set up with us. It may be helpful to provide you with some additional information on billing practices regarding the establishment of accounts. Each apartment unit and any new occupant of that unit are assigned an account number. This account number is included on a tenant’s electricity billing statement. The new account number is assigned if a tenant within a specific unit changes and/or if a tenant changes the unit within an apartment community in which he or she resides. As such, and in your case, if a tenant moves from one apartment unit to another apartment unit within the same apartment community, a new account must be established for the tenant. The cost to set up this new account is thirty dollars. Your new account number was reflected on your December billing statement. We hope the information provided to you in this response was helpful. We invite you to call our customer service number and ask for a supervisor if you would like to discuss this matter further.  It may take some time for us to pull your records, and we may need to return your call after we have had a chance to review your statements, but we are happy to spend additional time with you reviewing your account and helping you understand our policies.

Your customer satisfaction and opinion of American Power & Light (AP&L) is important to us, and we regret that you are not happy with the services that we have provided to you. We strive to make sure that our customers have a good experience with us, and, to the extent a customer is...

dissatisfied, we want to take necessary steps to fix that situation.

In your complaint, you stated concerns regarding our response to fluctuations in and loss of electricity service, which occurred at your condominium beginning on November 17, 2015, and caused dimming lights and loss of heat. You stated that you and/or other residents of your condominium building called AP&L several times between that date and December 5, 2015 and were informed that AP&L was not responsible for the electricity issue. You also stated that a resolution to the issue was promised but not provided.
As you may know, AP&L designed and installed the distribution equipment needed for the delivery of electricity to the condominium complex, and continues to maintain and service that equipment. However, AP&L’s equipment stops at the meter trim servicing each individual building. The equipment that provides electricity service to each of the individual units of the complex was installed, and is maintained and serviced by, an electrician.
When AP&L received complaints from residents and the condominium association in November, AP&L sent linemen to the complex on three occasions in the week of November 23, 2015 and testing did not reveal a problem. In addition, and in an effort to help resolve the issues at your condominium community, on December 4, 2015, AP&L linemen spent 4-5 hours at the complex testing its equipment and, again, found no problems. AP&L was in constant communication with the interior electrician and the condominium association and only after several trips involving several hours of testing, discovered an obscure voltage problem. Upon discovery of the problem, AP&L fixed the problem by adding a temporary service to the building on December 9, 2015.
We hope that providing you with this additional information has been helpful. If you have further questions or concerns we ask that you please call us or your condominium association.

By way of background, APL is a private company and not a public utility company. In this instance, APL contracted with Easton Pointe LLC (“Easton Pointe”) to provide electric billing and maintenance services to the individual dwelling units in the residential complex commonly known as Easton...

Pointe. American Electric Power (“AEP”), a public utility, provides the electricity to the complex through a master meter. APL then provides the underground electric infrastructure for the community, individual metering for each dwelling unit, as well as the billing and maintenance servicing.  Master metering affords the landlord or premises owner the opportunity to buy electricity at the lower commercial rates, and to pass those lower rates onto the tenants.  There is no contractual relationship between APL and the tenant; APL is in contract with Easton Pointe, LLC.  APL then pays AEP for the electricity used by Easton Pointe. Customer satisfaction with, and opinion of, AP&L is important to AP&L, and as such, the company strives to make sure that its customers have a good experience with AP&L, and, to the extent a customer is dissatisfied, AP&L wants to take necessary steps to resolve any issues. Mr. [redacted] complains that AP&L has been inconsistently charging him an excessive amount for the common kwh charge. Each month AP&L provides a customer with a monthly statement which states the time period covered by the bill, the amount of metered electric usage, a customer service charge, a distribution recovery charge, and a common kwh charge (if the property owner chooses to bill it in this manner). AP&L believes this bill is much easier to understand than a typical utilities bill.  The amount of the customer service charge and the distribution recovery charge are constant from bill to bill, and these figures are typically a small amount of the total bill. The large majority of the amount billed is for the actual amount of electricity used by the customer.  We note that in the case of Mr. [redacted], his lease obligates him to pay for a share of the costs necessary to provide electricity to the common areas of the complex, which accounts for the common kwh charge on his statement.  This common kwh charge is something that a tenant would end up paying one way or the other.  Owners either pass the charge on through rental fees, in which case they would typically round up and the tenants would end up paying more for the commodity than what was actually used. Or as in the case of Easton Pointe, the owners felt it was much more transparent to show these fees exactly as they are.  Therefore the charges were added to the electric statement as the common kwh line item.  It seems much more accurate and added a further cost saving to the residents as they pay for only exactly what is used.  This cost will fluctuate based on usage of the common area elements such as Housepanels (breezeway lighting), street lights, and the primary difference.  The primary difference is the difference between the number of kwh that AEP bills on the master meter and the number of kwh APL reads on the submeters.  This difference varies greatly and can be due to line loss, or a timing issue with the read date, among other items.  In May the primary difference was under 4,000 kwh in June it jumped to over 18,000 kwh.  That is the main reason the common kwh jumped from $4.99 to $14.88.  Due to the fact that the common kwh charge is calculated based on exactly what was used each month it will fluctuate, over the past 7 months it has been $10.23, $7.45, $9.43, $4.91, $7.47, $4.99, and $14.88.     We hope that Mr. [redacted] finds this additional information helpful. We ask that if Mr [redacted] has any further questions he please call our customer service representatives.

I previously filed a complaint regarding service for American Power & Light and had believed the rating was less than "A". The rating now shows an "A" yet there are only negative complaints and 1 neutral complaint. I also didn't see my complaint posted. Can you please advise?Also, I would like to let Revdex.com know that my power has been out, again, for the last 2 hours. I have no idea when it will be restored. Since mid- November, we have experienced intermittent power outages, brown outs, power surges, destroyed appliances and furnaces, freezing condos (due to furnace transformers being blown out), loss of work, loss of time, out of pocket costs, costs to our HOA, and poor customer service  from American Power & Light. We are helpless victims in a state that allows unregulated submetering. Each time we contact American Power & Light, they claim to not be aware of an issue, claim the issue will be fixed shortly, lie about when it will be fixed, accuse the condo of being at fault, and fail to help us. My life has been turned upside down over continually not having electricity in my home. I would be happy to submit another formal complaint regarding service, if that would help. This business should not be rated "A". Thanks,

We write in response to your complaint filed with the Revdex.com on 3/22/18. Your customer satisfaction and opinion of American Power & Light (AP&L) are important to us, and we regret that you are not happy with the information and services that we previously provided to you. We...

strive to make sure that our customers have a good experience with us, and, to the extent a customer is dissatisfied, we want to take necessary steps to fix that situation. In your complaint, you stated that you are dissatisfied with a “made up charge” on your billing statement.  You also seemed dissatisfied with the cost of the electric. It may be helpful to provide you with some additional information on billing practices as background, American Electric Power (AEP), a public utility, provides the electricity through a master meter to the complex, Edgewater, where you reside.  AP&L, a private company and not a public utility, then provides the individual metering for each dwelling unit, as well as the billing and maintenance servicing for the property management company or landlord.  There is no contractual relationship between AP&L and the tenant; AP&L is in contract with the property management company or landlord.  Each month AP&L provides a resident of the apartment complex, which has contracted with the property management company or landlord, a monthly statement. That statement includes the time period covered by the bill, the amount of electric usage (expressed in both kwh used and price per kwh), and, if applicable, the amount the resident owes for common area electricity usage. AP&L is regulated by the PUCO (Public Utilities Commission of Ohio.)  The PUCO sets the pricing standards that AP&L is permitted to charge customers.  Legally, AP&L must bill at or under the default utility rate for AEP.  Therefore, our pricing is well within the legal amounts, customers pay the exact same residential rate that they would pay if they were customers of AEP.  I am unsure of what charge you are referring to as a “made up charge.”  Here is a description of the charges on your most recent bill. Electric Generation, Transmission, & Distribution: The unit measure in kilowatt hours for the electricity used during the current billing cycle.  Late Fee: 5% charge for any balance not paid by the previous due date.  Electric Meter Usage Rollover (98763-99999): The electric meter (similar to a car’s odometer) only has 5 digits, so once the meter read reaches 99,999 – it “rolls over” and starts back at 0.  This occurred during the most recent billing cycle.  So the number of kwh captured in the Electric Generation, Transmission, and Distribution amount was 0 – current read.  The Rollover amount accounts for the usage prior to the rollover, in this case 1236 kwh. Common Kwh: This charge covers commonly used amenities within the complex which may include, but is not exclusive to: The clubhouse, pool house, lighting, heating, and cooling of interior hallways, parking lot lights, exterior building lights, the trash compactor, etc. It is the electric charge for any common elements at the property and is split equally between all units at the property. We hope the information provided to you in this response was helpful. We invite you to call our customer service number and ask for a supervisor if you would like to discuss this matter further. It may take some time for us to pull your records, and we may need to return your call after we have had a chance to review your statements, but we are happy to spend additional time with you reviewing your account and helping you understand our policies.

Customer satisfaction with, and opinion of, AP&L is important to AP&L, and as such, the company strives to make sure that its customers have a good experience with AP&L, and, to the extent a customer is dissatisfied, AP&L wants to take necessary steps to resolve any issues....

Mr. [redacted] complains that AP&L would not permit him to pay his final bill online and that he was unable to reach a representative upon calling.  We sincerely apologize for the inconvenience.  Currently the website does not accept payments on closed accounts.  The reason for this is to protect customers from overpaying.  In the past we have had customers move to a new address and/or move to an address serviced by an entirely different electric company, however they continued to make their payments to AP&L.  In an effort to assist customers we stopped accepting online payments for closed accounts.  Furthermore, at times the call center experiences high call volume, this forces the excess calls to voicemail.  The voice recording does state that if the caller leaves a voicemail with their contact information, the first available representative will return the call.  The AP&L phone logs show that Mr. [redacted] called and the call went to voicemail at 12:24pm, 12:28pm, and 1:07pm on 10/20/16. An AP&L representative returned Mr. [redacted]’s call at 1:45pm on 10/20/16 and accepted his final payment.      Again, I would like to apologize that Mr. [redacted] was inconvenienced by our policies as well as the high call volume.  At this time I do believe that Mr. [redacted]’s grievance has been remedied as his payment was made and his account is closed with nothing further due. We hope that Mr. [redacted] finds this additional information helpful.