Business Profile

Electric Companies

Ameren

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
BBB has received consumer complaints about Ameren which primarily allege difficulty switching service from one location to another, billing issues, and poor customer service. The company has address concerns brought to its attention.

Complaints

This profile includes complaints for Ameren's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

188 total complaints in the last 3 years.
42 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:08/31/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 19,2023, Ameren Missouri performed an illegal disconnection of services despite having a payment agreement in place to keep services active. ( See attached agreement) The agreement was emailed to my email address *******************.. Never called me at my phone number on the account profile ###-###-#### to start the series of disconnection . In addition, Ameren Missouri sent a final disconnect notice for after May 30, 2023 in the amount of $5,018.25. (See attached letter)

At this point, I have come out of pocket expenses that I shouldn't have, they also committed property damage to the premises in question on June 15, 2023, as their technician illegally trespassed the premises. ( See attached photo)

Services should have never been disconnected in the first place. Not only doesn't Ameren Missouri need to rectify the property damage, but they need to restore services to the premises for a clear breach of the contract terms and conditions and failing to oblige by the agreement and notices sent.

Ameren Missouri has already admitted to the Public Service Commission that they do not have a copy of the agreement as their provider will recycle items after 30 days.

I have gotten nothing but excuses from this company. This is a clear case of deceptive and deceitful business practices as its finest.

I'm also attaching my carrier records that show Ameren Missouri never called me at the number on file to even start the process of disconnection and failed to follow any commission rules/regulations.
Business Response
Date: 09/06/2023
Service was disconnected due to nonpayment in accordance
with the Company's tariff. Ameren Missouri personnel never entered the premise and could not have caused any alleged property damage to the premise, on June
15, 2023. Mr. ****** submitted a formal complaint against Ameren Missouri to
the Missouri Public Service Commission (MPSC) including these allegations, and
that complaint is still pending. Therefore, the Ameren Missouri denies the
allegations made by Mr. ******, and will fully address the allegations in Mr.
******'s pending MPSC complaint matter.
Customer Answer
Date: 09/07/2023
Complaint: ********

I am rejecting this response because:
This doesn't address the complaint filed against them or resolve the issues. Ameren Missouri and their regulatory team are giving pure opinions. Fact, Ameren cannot refute the payment agreement obligation they breached. Fact, Ameren can't refute the disconnect letter submitted to them that they sent out that has a disconnect date of after May 30, 2023. Fact, Ameren cannot refute the clear damage that they did to the premises. This is exactly why Ameren cannot suffice any articles to dispute my complaint. The process with the Public Service Commission has been an even bigger joke. They've done nothing beneficial to help the consumer. I honestly don't know who has more excuses, Ameren or the PSC. Last the PSC cancelled a crucial evidentiary hearing for no reason this past month and further delayed the process. If Ameren Missouri doesn't restore services by no later than the end of business Monday September 11, 2023, I and the premises owner will be filing a police report with the St.Louis County Police Department for their deceptive tactics. They've had months of leniency to resolve the issues and have further taken advantage of all opportunities. I've never seen a business engage in so much corruption in my life and it is uncalled for. They need to do the correct and right thing in this matter.

Sincerely,

***** ******
Business Response
Date: 09/07/2023
The
disconnection notice added as an attachment to this complaint appears to have
been altered and is not the original disconnection notice sent to the customer.
Business Response
Date: 09/14/2023
Service was disconnected due to nonpayment in
accordance with the Company's tariff. Ameren Missouri denies all of the
allegations made by Mr. ******, and will fully address the allegations in Mr.
******'s pending MPSC complaint matter.
Customer Answer
Date: 09/14/2023
Complaint: ********

I urge the PSC to also look at complaint number EC-2023-0103 which has common characteristic's in which Ameren was ordered twice last year in August and September to restore services , as Ameren failed to follow tariffs, regulations, rules, Federal and State laws.
I find it hard to believe how a company that claims they have "exhibits" that proves other, is afraid to send copies of those to the BBB or any complaint source? I would think showing your "proof" would validate your claim, however, Ameren has no proof. In all their reports they've given, they've given opinion written pieces of paper, that describe and show how their computer programs work. They've supplied nothing that shows different.

Ameren needs to restore services prior to 5 pm on Friday September 15, 2023, as a result of their continued negligent and deceptive practices and acts and illegal disconnection of services.

Sincerely,

***** ******
Initial Complaint
Date:08/30/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am not liable for this debt with Ameren Missouri. I do not have a contract with Ameren Missouri. They did not provide me with the original contract as I requested.
Business Response
Date: 09/01/2023
Your complaint indicates that you are not responsible for an outstanding balance which was transferred to a collection agency for collection purposes. Using your email address, we have submitted an identity theft packet which you must complete and submit back to us for review. If it is found that you are not responsible for the balance, we will contact the collection agency.
Initial Complaint
Date:08/24/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 7/1/23, electricity outage occurred at my home due to a massive high wind thunder storm. On 7/2/23, my adult daughter reported outage to Ameren Electric (AE). On 7/3/23, I called AE ************** (downed line) and reported to AE a power line was hanging almost to the ground in my backyard. AE said they will access the situation. No field review done by AE.On 8/14, I reported to AE the power line in my backyard remains low to the ground and with the additional frequent strong thunderstorms and excessive high winds since my call to AE on 7/3, the power line is lower to the ground. I explained to AE that I would like to have the line looked at and let me know if it's their responsibility or my (homeowner) responsibility. AE said ticket shows completed meaning it could have closed without action or power line could belong to another company. ** said another ticket will be submitted requesting field review to get resolved ASAP.Today is 8/24, 7:15 pm and the problem remains unresolved and no response by AE.My situation is similar to the *********, ** homeowners who called KMOV Channel 4 news and then AE did a field inspection and fixed their power line. I have paid my bill in full and on time EVERY month for decades. I expect AE to respond to my request and provide better service.
Business Response
Date: 08/25/2023
A troubleman responded today and found the phone drops were low. The troubleman informed the customer that this was a phone line.
Customer Answer
Date: 08/28/2023
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
Date:08/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ameren- our power has been out for 5 1/2 hours. We cannot reach anyone from their team. They have provided poor customer service. Actually no customer service.
Business Response
Date: 08/24/2023
In reviewing the information, there was not an initial
service address provided with the complaint. In further reviewing the
information, we were able to locate an associated address with a recent outage.
The outage information for the address in question reflects that the recent outage
was related to tree damage. The forestry department removed the tree and broken
branches. A crew responded at 4:30 pm on 08/20/2023 and made repairs to the
primary and service lines. Service was restored at 11:43 pm the same day.
Initial Complaint
Date:08/18/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ameren has three times now kicked us off of our budget billing plan without any warning or explanation until after its passed their company's time that we could fix the issue. As a result we usually end up paying double what we should have to and when we explain that we cannot afford that which is why we were on budget billing they basically tell us that it isn't their problem. Each time they've done it they have randomly cancelled our auto-pay, again without warning or explanation, and today we were told that they don't even have an auto-pay (which is a lie as you can see it and sign up for it on their website). We are tired of getting repeatedly fleeced by this illegal monopoly of a corporation and when they do we're especially tired of being told there is nothing they can do. They need to uphold the agreements they enter into and not used underhanded tactics (i.e. cancelling auto-pay without telling us so we miss our payment date) to get more money from us than they've agreed to be paid.
Business Response
Date: 08/24/2023
Your account is not on auto-payment; if you were on auto-payment there would not be a prior balance reflected on your monthly bills. You may have autopayment set up through your bank instead of Ameren Missouri.
If you look at the Account Messages on the last page of your bill, you will find a message stating - failure to pay the full amount of your bill each month will result in removal from Budget Billing. Our system automatically removes your account from budget billing if you have a 60-day balance. If you prefer to set up Budget Billing again, you may set up a payment agreement on the arrears and then you can be reenrolled in budget billing as well. Please contact ************** if you would like to take advance of that option.
Customer Answer
Date: 08/25/2023
Complaint: 20492672

I am rejecting this response because:

I have signed up for auto payment 3 times on your website. Someone on your end has cancelled our auto payments 3 times forcing us to miss our payment date and then forcing us off of our budget billing agreement. It says I am not on auto payment because your company removed us from auto payment, again, for the 3rd time.

Sincerely,

***** ****
Business Response
Date: 09/01/2023
If you were setting up auto payment, you may be unenrolled if the original payment was not processed (if so, you would have received an email). It appears you have been receiving bill reminders and payment received alerts. Your account has never been on auto payment, but all of your one-time payments have been made through Speedpay.
To enroll in auto payment, please use this link: *********************************************************************************
Customer Answer
Date: 09/02/2023
Complaint: ********

I am rejecting this response because: I have set up autopay multiple times through the website and through their representatives using a bank account. They are flat out lying.

Sincerely,

***** ****
Initial Complaint
Date:08/17/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was on budget billing for a while and I noticed that my actual bill was cheaper if I was to get off of it so I did. Then my back bill was supposedly paid with my $600 liheap. Then I got my next bill and they said I still owed $200 more even though it was supposed to all been paid off. My bill is supposed to be around $150 and I've been charged around $250-300 a month and then told I'm behind on 100 more even though I'm not. I have also received help from liheap 2 more times for the amount of $800. There's no reason I should keep being over charged. When I asked for a step by step printout of charges I was told they would send one but they never did. I want this to stop. I need my money back. Ameren fix this now! I'm uploading my billing history but they didn't even put on their that I received liheap 3 times when I did. So where did they put the money.
Business Response
Date: 08/23/2023
In reviewing the information, our records reflect the funds
for the two most recent pledges were received and applied to the account
balance in early March and in early August 2023. The customer's usage is
comparable to the prior year during the same summer months. Budget billing was
stopped in March 2023 at the customers requested and the budget billing behind
deferred balance settled. The customer established a payment agreement where a partial
payment was received, and the remaining balance was being divided into monthly
installments. The payment agreement recently defaulted due to the current bill
not being paid in full by the due date. The remaining deferred payment agreement
installments were added back to the current balance in a lump sum. An activity
statement which reflects the billing and payment history has additionally been
emailed to the customer for reference as requested. The account has been billed
for actual usage and the account will remain as billed.
Initial Complaint
Date:08/17/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Earlier on this date, a work crew from Ameren dug a trench across our back yard. They failed to contact my wife or I regarding their intentions, and no one was home when they did this. I had installed an underground fence for my dog earlier this year, with great labor and aggravation. They cut the line, making the fence nonfunctional. One of the workers claimed that they attempted to contact us, but had no success. There should have no such action taken until my wife and I were notified! That is a pathetic and bullyish way of doing business. They should be penalized in some way for negatively impacting our lives unnecessarily.
Business Response
Date: 08/23/2023
In reviewing the information, a Supervisor indicated a
troubleman went by to review this concern last week. Upon review it was determined
that this issue was related to a cable tv company. The supervisor indicated they
believe this has since been resolved.
Customer Answer
Date: 08/23/2023
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
Date:08/16/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We moved out of state and paid our bill. Then we were sent to collections and now they say we're were on budget billing and owe over $600. We never received a bill for this. It is fraud and I am disputing these charges.
Business Response
Date: 08/22/2023
In reviewing the information, a Missouri service address was
not provided in the complaint however we were able to locate a final account
associated with the provided phone number. The account records reflect the
customer calling in May 2022 and requesting to stop service. At that time, the account
had a prior balance, was on budget billing, and had a budget billing behind
balance that was deferred. A final billing address was provided but upon recent
review, the apartment number initially provided is different than what the
customer had recently indicated in August 2023 of what it should be. The
mailing address was recently updated again. In May 2022 the account was final
billed. The final bill included the prior balance, the deferred budget billing
behind settlement balance, and the current charges up to the disconnection
date. Our records do not reflect a payment being received on the final bill.
The customer has been billed for actual usage. The account will remain as
billed. The customer may additionally call and request an activity statement
that will reflect the prior billing and payment history for reference.
Initial Complaint
Date:08/13/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
While maintenance of vegetation along power lines is in the public good, the companies Ameren hires to do the maintenance should only trim back branches to minimize damage to private property. At my home, a 3rd party contracted by Ameren, non-selectively removed entire tree limbs from one tree resulting in substantial loss of canopy of ~40% or greater that will subsequently kill the tree. This unnecessary destruction of a tree impacts property value and subjects the property owner to significant and punitive financial penalties from the loss of the tree. As the Ameren is responsible for the actions taken on their behalf by the third-party contractor performing the work, I am asking for Ameren to pay for the removal and replacement of the tree.
Business Response
Date: 08/16/2023
I can assure you that our trimming is done
to the standards required by the ******** ****** ******* **********. Our
trimmers follow **** **** and are overseen by both a General Foreman and Ameren
Supervisor who are ISA certified Arborists to ensure proper pruning techniques
are always used. Our trimmers are very selective when deciding what to trim and
never discriminatory trim more than is needed, which generally speaking, gives
the tree approximately 10ft of clearance from our lines and equipment. Our
vegetation program is designed around trimming for specific tree species (fast
vs. slow growing) and on the line type (voltage). Depending on the tree's
location, this can require us to trim a substantial portion of a tree. However,
this does not mean the tree will die. Unfortunately, we cannot reimburse the customer for a tree we were required to trim.
A Supervisor is willing to meet onsite to discuss why we trimmed as we did, inspect
the tree for proper cuts, and explain our policies and procedures in more
detail. Someone from Ameren will be reaching out to see if you would like to schedule a meeting.

Customer Answer
Date: 08/23/2023
Complaint: ********

I am rejecting this response because
I am open to a discussion but am not considering the matter satisfactorily resolved.
1. While open to Ameren’s proposal, it would be premature to close out a complaint prior to the discussion. To date, we are not aware of any effort by Ameren to contact us.

2. Given the obvious conflict of interest involved in having Ameren and their contractor be the sole determiners of damage and overall impact to the tree, we would require an independent party specializing in tree health and trimming be present for an assessment.
3. We disagree with Ameren’s default position of proper application of best practices since application of these standards is what is being called into question. Ameren contractors have trimmed branches on the identified tree multiple times without removing a substantial number of limbs/canopy and we are assuming best practices were also followed then as well.
Should an independent assessor agree with Ameren, we would accept that resolution.

Sincerely,

**** ********
Business Response
Date: 08/25/2023
The vegetation manager overseeing your area attempted to you at the phone number provided and also went to the property on 08/17/2023, but no one was home. We understand your desire to have an independent 3rd party be present for the assessment. While the vegetation manager and Ameren's contracted General Foreman are both ISA certified arborists, please feel free to invite your own private contractor to the meet if it would make you more comfortable.

Our trimming is done to the standards required by the ******** ****** ******* ********** and our trimmers follow ANSI Z133 specifications, using proper pruning techniques that are designed to keep a tree healthy. However, while best practices are followed regarding the specific cuts made, the actual amount of trimming is determined by the line type, voltage and equipment. Without seeing the tree, it's difficult to speak on the exact reasons the trimmers cut more this time than previous years.
Please take a moment to look at the email that was sent to you from another vegetation manager.
Initial Complaint
Date:08/09/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had a store roll threw 3 1/2 years ago and it badly damaged two of their powerline poles. Then another Comp came out and did temp repairs and said Ameren would replace them both. Every year I contact them and set up for the repair, show them around the property, they make a plan and then no one ever shows up to do it. When I contact them, they can never find the job number I had been given by them. I have done this four times now and the job has never been completed, much less started. The power line now has been rubbing up against a shed for 3 years now and they don't seem to care. I have reported all of this to my insurance *** do to the fact this is also a business, and we board live pets here year in and year out. That way the insurance *** knows were to get their money back if the place ***** down.
Business Response
Date: 08/17/2023
A supervisor of distribution services, spoke with ******************* at **********************************************. The supervisor recommends a meeting with a designer, the potential overhead repairman,a construction supervisor and possibly the supervisor of distribution (if available). A follow-up call will be made to the phone number on this complaint to schedule the meeting.
It was explained that Ameren would fix the secondary poles where they currently are located. The customer stated that far north pole had a rotten top and the middle pole is leaning. The supervisor explained that we would install a guy on the middle pole in order to get it plumb and evaluate the other pole to determine if it needed to be replaced.

Customer Answer
Date: 08/17/2023
Complaint: 20446387

I am rejecting this response because: I explained that the last five times they came out that they were going to add a new pole location by the shed where it is rubbing against it and replace the other two damaged poles. Now they are trying to do as little as possible after letting this matter fall through the cracks for three and a half years so I will take my complaint down off the BBB site. There is no drought in my mind that if it weren't for this complaint it would fall through the cracks the same as it did the last three and half years. I feel the Company in question after all the time over the years I have had to spend on this problem to get it properly resolved should receive a proper repair. Not just enough to shut me up.

Sincerely,

*******************
Business Response
Date: 08/24/2023
Your response has been submitted to the appropriate team for action.
Customer Answer
Date: 08/24/2023
Complaint: 20446387

I am rejecting this response because: No one has sent a response for me to accept. Not sure why BBB sent this to me at this time.

Sincerely,

*******************
Business Response
Date: 09/01/2023
Supervisor of electric operation and supervisor of distribution services met at the premise with *******************. The customer's concerns were discussed and determined some high-level solutions to the situation. A conceptual plan was created and the supervisor of electric operation will be assigning a crew to go to the site to evaluate the viability of the proposed construction plan. Next week, we will assign a designer to create a construction plat based on the conceptual plan and construction crew feedback. After the construction plan is completed, we will engage vegetation management to clear the new path for the overhead lines. Then construction will go to the site to complete the construction.
Customer Answer
Date: 09/05/2023
Complaint: 20446387

I am rejecting this response because: *** crew were supposed to show up last week and never did. This case will not be closed out until the job has been completed. I feel after waiting almost 4 years my concerns of the job finally be completed are justified.

Sincerely,

*******************
Business Response
Date: 09/12/2023
The overhead repair man was on-site on Thursday, 8/31/2023.
We will move forward with the design that we discussed with ******************* during our meeting on Friday, 8/25/2023. The supervisor of distribution services will contact ******************* when we have the completed design and get his approval on the construction plat. Then, we will move forward with vegetation management and construction activities.
Customer Answer
Date: 09/15/2023
Complaint: 20446387

I am rejecting this response because: I have approved the construction plat with the supervisor. Still unable to close case until construction is started and complete.

Sincerely,

*******************
Customer Answer
Date: 10/19/2023
I am happy to inform the BBB that the work has been completed. This complaint can be closed. Thank you for all of your help and thanks to all the Ameren workers that participated in the repairs.

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