Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I live in a 1200 square-foot home, I’ve never really paid more than $100 for an AES bill. They installed new meters everybody in Xenia and now our prices have risen double even triple the amount they used to be. My bill last month was $250 up 167, and this month it’s 300 +. I am not the only person in Xenia experiencing this as many have went to Facebook and have voiced their concerns as well that we are beingcheated. Yes, has the worst customer service, I called them when my bill initially went up several months back, asking them to come look at new meter they installed. They refused, absolutely refused would not provide me as a customer any support or help, but rather told me to look for issues that couldbe related to the high bill. During that time it was summer, I even had a new since why are you installed to help with the efficiency of house. Still nothing still significantly higher bills. AES told me that perhaps I’m using more, but my usage does not near match the several years that we’ve lived in this house. There’s no way weare using that amount. It is just my husband and I, we’re almost never home because we both work long hours me as a nurse practitioner I work 13 1/2 hour shifts and my husband works at least 10 hours. Everyone in Xenia has seen the increase and we are tired of it. We would like a yes to be investigated for these new boxes they put on everyone’s houses in the large increases and everyone’s bill since then.

  

  Business response

  02/11/2025

  Thank you for the inquiry regarding the customer. The customer is concerned about the high bills and the estimated readings that they have been receiving after the new meter exchange. Our company is aware of the billing issue, which is impacting on a small group of customers. In addition to recent cold weather resulting in higher usage, this billing issue has also resulted in bills with higher-than-normal estimated usage. We have identified the cause and are actively working to resolve the issue. To prevent incurring a large balance, the customer is encouraged to continue making payments based on their historical monthly usage. Once resolved, the customer’s bill will be adjusted to reflect actual usage. If the customer has made any overpayments, a credit will be applied to the next bill to bring their account whole. If the customer is underpaid, the adjustment to the account balance will reflect their actual usage. Please be aware that the customer may also experience a delayed bill while our company works to resolve the issue. Our company knows that accurate billing is important and is committed to minimizing disruptions and ensuring a seamless experience. 

  Customer response

  03/02/2025

  Just got my March bill and it’s till over $200 this is not appropriate. The bill cycle was for 28 days and it appears that if it was the same days as the prior bill cycle it would be similar to the prior $333 bill, so this is not resolved 

• Initial Complaint

  01/27/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A bill in July 24' (meter read for the month of June 24' read 1844kWh) was $273.70. The bill for February 25' (meter read for the month of December 24' read 1925kWh) was $596.09. A difference of 81kWh. The bill for May 24' (meter read for the month of April 24' read 1109kWh) was $166.80. The bill for March 24' (meter read for the month of February 24' read 1016kWh) was $152.00. This was a difference of 93kWh, resulting in a difference in $14.80 between those two bills. There is a much larger monetary charge discrepancy between July's bill in 24' and February's bill in 25' ($322.39 for only an 81kWh difference in usage). I have uploaded the screen shots of the bills to reflect the differences and similarities.

  

  Business response

  02/10/2025

  Thank you for the inquiry regarding the customer. The customer is concerned about their bill being too high due to estimated readings. Our company is aware of the billing issue, which is impacting on a small group of customers. In addition to recent cold weather resulting in higher usage, this billing issue has also resulted in bills with higher-than-normal estimated usage. We have identified the cause and are actively working to resolve the issue. To prevent incurring a large balance, the customer is encouraged to continue making payments based on their historical monthly usage. Once resolved, the customer’s bill will be adjusted to reflect actual usage. If the customer has made any overpayments, a credit will be applied to the next bill to bring their account whole. If the customer is underpaid, the adjustment to the account balance will reflect their actual usage. Please be aware that the customer may also experience a delayed bill while our company works to resolve the issue. Our company knows that accurate billing is important and is committed to minimizing disruptions and ensuring a seamless experience. 

• Initial Complaint

  01/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a 1700 sq ft home.Last months bill was $810.....This months bill due Feb is $988.....I called to get an explanation and they said usage.There is no way my usage is higher now then when I have my air conditioner and pool running non stop in the summer.....I requested to have my meter ckd even had a work order in.No one ever came.They can't explain why it's this high nor do they care.This is unacceptable and in NO way should my electric b this high.....

  

  Business response

  02/11/2025

  Thank you for the inquiry regarding the customer. The customer is concerned about their bill being too high due to estimated readings. Our company is aware of the billing issue, which is impacting on a small group of customers. In addition to recent cold weather resulting in higher usage, this billing issue has also resulted in bills with higher-than-normal estimated usage. We have identified the cause and are actively working to resolve the issue. To prevent incurring a large balance, the customer is encouraged to continue making payments based on their historical monthly usage. Once resolved, the customer’s bill will be adjusted to reflect actual usage. If the customer has made any overpayments, a credit will be applied to the next bill to bring their account whole. If the customer is underpaid, the adjustment to the account balance will reflect their actual usage. Please be aware that the customer may also experience a delayed bill while our company works to resolve the issue. Our company knows that accurate billing is important and is committed to minimizing disruptions and ensuring a seamless experience. 

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Denied benefit of the Ohio Electric Choice Program by AES Ohio.

  

  Business response

  01/30/2025

  Thank you for the inquiry regarding our customer. The customer previously was under contract with an Electric Supplier and wanted to cancel switching to another supplier. The enrollment Date for the previous supplier was 01/14/25, and the effective reading date is scheduled for 02/05/2025. The customer stated that they were denied by our company the benefit of signing up for the Electric Choice Program to enroll under a new contract with a new supplier. The reason the customer was unable to enroll with the new supplier is due to the previous supplier still having a drop pending notification on the customer’s account. When a customer request to opt-out of the electric choice program after the 7 day rescind period from a previous supplier, it can take up to 1 to 2 billing cycles for that change to be made before the customer will be signed up under a new contract with the new supplier, therefore until the previous supplier has completed their unenrollment process, the customer will still be charged during those 1 to 2 billing periods from that previous supplier and then the next pending enrollment for the new supplier will begin with their effective reading date to bill the customer. The customer will need to wait until the previous supplier completes their unenrollment process, then the customer will be signed up under a new contract with the new supplier with an effective reading date beginning on 02/05/25. 

• Initial Complaint

  01/08/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have called AES Ohio numerous times since 12/17/2024. I received a bill that was over triple the amount that I typically am charged and requested that they check to make sure my meter is working properly. Every time I call, they tell me to call back at a later date. It is now another billing cycle and my bill has gone up even more. They have made no effort to try to resolve this problem.

  

  Business response

  01/28/2025

  Thank you for the inquiry regarding our customer. Our customer has been concerned about a high bill that has resulted in their bill being estimated. Our customer requested that their meter be investigated to see why the high bill and the reason why the meter readings were being estimated also to see if the meter was working properly. On 12/27/24, our customer contacted our company and spoke with a Customer Service Representative (CSR) to see if there were any updates regarding the meter investigation, the CSR informed our customer that there were not any updates regarding the meter investigation order, and the 30 day time frame from the date the order was placed the customer became upset and asked to be transferred over to speak with a different CSR. The customer spoke with another CSR to see about the meter investigation order. The CSR informed the customer that the meter investigation order has been updated for 12/30/24 and advised the customer to call back on 01/03/25 to check for any updates. On 01/03/25, the customer called our company and spoke with a CSR to check for updates regarding the meter investigation. The customer was informed that the case was still open and that the meter investigation still was not completed to call back on 01/08/25 to check the status. On 01/09/25, the customer contacted our company and spoke to a CSR to check for any updates and was advised that the order for the meter investigation was updated to be completed on 01/10/25. The customer became upset and felt like nothing was being done about this situation and that they are still being billed for the incorrect amount. The CSR apologized for the inconvenience as the increase in customer requests has led to delays in orders being completed. The CSR advised the customer that they will not be penalized during this time, and if any payments are made and the bill is adjusted, our customer will receive credit on their account. The customer requested a supervisor to schedule for a supervisor to return a call to get more information, which could take up to 3 business days. On the same day on 01/09/25, a supervisor returned a call to the customer, but no one was available so a voice message was left for the customer to return a call if they would like to discuss. On 01/10/25, the customer contacted our company and spoke with a CSR regarding the supervisor’s call back, and to get an update on the meter investigation order. The CSR informed the customer that they had a meter exchange completed on 11/25/24, advising the customer that this is a well-known issue, and the billing department is working on it and that the updated information will be on the next billing cycle. The customer was advised that there are no late payment charges and no disconnection of services. The customer requested this information to be sent to her in writing, and the CSR informed the customer that all calls were recorded. There has not been any more contact from the customer. The customer’s current balance is $0.00. 

• Initial Complaint

  01/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/27/2024 AES Ohio took an auto payment out of my account, causing a double payment for my final bill. I understand this was an error and have called four times to get my money back. Each time I have been continually told something different and that my refund will be processed by JP Morgan Chase via email. I have yet to receive an email and deserve the refund I am owed on this extra accidental payment. This is a horrible way to do business and I am very unhappy.

  

  Business response

  01/17/2025

  Thank you for the inquiry regarding our customer. Our customer had a closed account that was set up on automatic payments. The customer did not realize that a payment would still be drafted out of their checking account, so a double payment was made in the amount of $220.19. The customer requested a refund for the amount that was overly paid. The customer was advised to look for an email from JP Morgan Chase from our company Cash receipts Department to accept and receive their refund.  On 12/19/24, a representative from the Cash Receipts Department called and left a voicemail to let the customer know that an email was sent to the customer’s email address and to look in the inbox, or junk mail to accept the refund for $220.19, and if the customer does not respond to the email within 15 days, JP Morgan will issue a paper check by 12/27. Our customer was contacted on 01/17/25 and stated to the Representative that they have received their refund that was mailed to them last week.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Dont know why you give this place an A+ when they aren't doing their billing correctly and double charging me, guess the FBI is going to get involved . Ya'll be covering for these low life's. Oh and they can shut my electric off, I aint paying their skanky arse any more .SUE ME

  

  Business response

  01/17/2025

  Thank you for the inquiry regarding our customer.  Our customer was concerned about being overcharged on their account. On the due date 11/26/24, the customer’s online account showed an amount due to $224.32. The amount of $224.32 was not what the customer owed; it was the amount that was credited towards the customer’s account. The customer total amount due on11/26/24 totaled $61.16. On 12/26/24, the customer’s online account showed an amount due to $411.16, that was also a credit that went towards the customer’s account. If our customers are overpaid on their account, there is a credit balance that will cover the next bill due date. Looking at the customers’ billing statements from the due dates of 11/26/24 through 01/28/25, our customer balance due was $0.00. Please see the billing statements that are attached. The balance dated 01/17/25 totaled $619.90 = $407.06 that was debited + $212.84 for the current bill. The amount that was credited towards the customer’s account totaled $1,017.22 - $619.90 that was debited into the customer’s account, left a total account balance remaining of $397.32 due on 01/28/25.  

  Customer response

  01/23/2025

  
  Complaint: ********
  
  I am rejecting this response because: They are still charging me over fee's I just forked out 200.00 to shut them up and low and behold come January 2025 they hit me up again for 397.32- I don't care what their excuse is, it isn't adding up, I am sending a new charge for January - I only sent them 100.00 this time, they can kill my bill cause a am not paying - y'all may think killing it will prevent me for exposing your squirrel y games but baby I still got a phone and it can operate just as good as your high and mighty electric hall of fame, and if you continue to shut off the grid here in this community just to kick it back on for laughs, you messing with parents with babies and it wont be long before Ohio utility commission gets loads of complaints - keep  playing your game cause that is no credit your sending me ya twits, that's a god dang bill cause you have  due date at the bottom of it to pay by. So shut your fat trap fake~ you can charge me 80000.00 i aint paying your stupid arse's no more, until you get your **** straight. End of story
  
  **** Consumer
  ***** ******

  

  Business response

  02/11/2025

  My apologies, the amount that was credited towards the customer’s account totaled $1,017.22 - $619.90 that was debited into the customer’s account, left a total credit balance remaining of $397.32. The customer had an amount of $277.11 due on 02/27/25 with a credit balance remaining in the amount of $120.21.  

  Customer response

  02/12/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am glad they finally see the error printed out, if such a credit is announced it should have a minus mark next to the number indicating as such, its misleading to say the least when you place a flat fee of $XXX.XX due by XX/XX/XX - that right there is indicating a BILL not a credit. It was very frustrating for me to dissect the results as per your statement. I get it, cost of electricity is higher in winter than summer as I have been prepared for this each year however your new method of billing and read out is quite scattered enough to raise questions and concerns and not everyone sits home at their PC's to jump on the site and inspect the results, not all may even have internet - keep in mind what amenities you may have doesn't mean all have it too so pull back on the ignorance and watch your calculations better after all ROME wasn't built in a day and no one is certainly ***** ****** performing miracles. Have a good month.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  01/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am having trouble with AES losing my payment. On 12/16 AES did an automatic withdrawal from my CODE Credit Union account for $62.46. They now are accusing me of not paying my bill. I’ve spoken with two different people, had a chat and have emailed the proof that they took the money out of my account. My account is still in arrears. I’ve never made a late payment and this is unacceptable.

  

  Business response

  01/13/2025

  Thank you for the inquiry regarding our customer. Our customer made a payment using their CODE Credit Union Account on December 16, 2024.  When customers pay using their checking account, it usually takes up to 7 to 10 business days for payments to process. Holidays also may affect payments processing on time due to banking institutions being closed. On December 31, 2024, our customers payment of $62.46 posted into their account.  Our customer account is current at $0.00. If our customers have any other questions or concerns, they may contact our Customer Service Department at: *** ******** Monday through Friday 8:00 AM to 5:00 PM.

  Customer response

  01/14/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* * ******

• Initial Complaint

  01/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  AES Ohio has been unable to correct my account for the last six months. I started to change my automatic payment, back account in July 2024. They were unable to do that even though I submitted their application and voided check, TWICE. They continued to bill the old account that wanted to close. I called several times and they assured me that each time the problem had been fixed. It is still not fixed. They now have an incorrect dollar amount and claim that the account is overdue. I call Thursday December 19, 2024and talked to ****** and she assured me the account was not overdue. My online account still shows it being overdue with an incorrect dollar amount being due. Your assistance would be greatly appreciated

  

  Business response

  02/03/2025

  Thank you for the inquiry regarding our customer. Our customer was having concerns about the amount due showing on their online account. Our customer is on an automatic payment plan that takes the amount that is due from the customers checking account each month due to the checking account taking the payments automatically from the customer’s old account instead of their new account. Our customer contacted our company to try to resolve this, but at the time, our company went through a system upgrade that caused payments to be submitted over to the customer’s old checking account. If a customer is on an automatic payment plan, they will have to update their banking information with the new utility account number and from there it takes 30 days for the automatic payment to start taking payments out of the new account. On 11/19/24, our customer spoke with a Customer Service Representative (CSR) regarding payments not automatically coming out of their new account. The CSR informed our customer that a case was sent to our company Back Office Department for investigation. On the dates of 12/23/24 and 12/30/24, our customer attempted to get assistance with their automatic payment issue through email, and was told to call our company call center for further assistance as this matter had to be handled by a live representative. On 01/06/24, our customer received a service verification email to update their banking information. On 01/08/24, our customer spoke with a CSR to get an update as to when the automatic payments will go into effect, and the CSR informed our customer that the payments should come out automatically on 01/13/25 from the new account that the customer sent in for direct debit. For a customer to sign up for direct debit payments they can obtain the enrollment form and fill out the form and then return the form with a voided check or deposit slip and then the automatic payments will go into effect. Currently, our customer account is up to date and the payments have been taken out automatically with no known issues. The customer’s current balance is $228.38 = $299.00 – 70.62 for the invoice due 02/17/25.

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Xenia Ohio had a bad power outage during a hurricane Helena. The crew worked through the night cutting down trees. They left all the tree debris on my property, on my concrete slab where I park my car and did not clean it up.

  

  Business response

  12/30/2024

  Thank you for the inquiry regarding our customer. Our customer had an emergency tree trimming conducted due to an outage that occurred. When an unplanned tree trimming is necessary during a storm or emergency restoration, our company does not remove debris during restoration due to an emergency outage. In these emergency situations, our customer community's public works department, private trash collectors or a professional tree removal service can lend assistance and advice regarding cleanup and disposal of brush and debris. Also, our customer was told this same information by a Customer Service Representative (CSR). If our customer has any additional questions or concerns, they can contact our Customer Service Department at: *** ******** Monday through Friday 8:00 AM to 5:00 PM.

  Customer response

  01/03/2025

  
  Complaint: ********
  
  I am rejecting this response because:    I am not the one that had an emergency, the City of Xenia did.  The trees were NOT on my property, they placed the trees there. The City of Xenia states they are not responsible for the the trees placed on my property nor the clean up AES is.  They are the ones that told me to contact AES.  I was not told anything from AES except they don't do clean ups from an emergency, but they placed the trees on my property.  It's not fair that I can't use my cement block to park on, my grandson can use it to play basketball, and I will have to pay out of my pocket to get it cleaned up.  Right now it's an inconvenient and an eyesore.
  
  Sincerely,
  
  ********** *****

  

  Business response

  01/13/2025

  Thank you for the inquiry regarding our customer. Our customer had an emergency tree trimming conducted due to an outage that occurred. When an unplanned tree trimming is necessary during a storm or emergency restoration, our company does not remove debris during restoration due to an emergency outage. In these emergency situations, our customer community's public works department, private trash collectors or a professional tree removal service can lend assistance and advice regarding cleanup and disposal of brush and debris. Also, our customer was told this same information by a Customer Service Representative (CSR). If our customer has any additional questions or concerns, they can contact our Customer Service Department at: *** ******** Monday through Friday 8:00 AM to 5:00 PM.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩