Complaints

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

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• 

  Ameren

  1901 Chouteau Ave Saint Louis, MO 63103-3003

  
• 

  Ameren

  1800 Ford Ave Effingham, IL 62401-5209

• 

  Ameren

  PO Box 66881 Saint Louis, MO 63166-6881

• 

  Ameren

  501 Franklin St Moberly, MO 65270-3355

• 

  Ameren

  370 S Main Street Decatur, IL 62523

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:08/07/2023

  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.

  Hello,
  I have filed complaints with ameren in the past before. I just moved to 2509 captiva drive and I don’t understand how my bill is is this expensive being I moved here June 3rd.I put myself on budget billing and that in fact was expensive but understandable. I couldn’t pay the first month, so I set up
  Payment arrangement of 75 and I understood my bills going forward would be broken down to the smaller amount, now I get a bill and it is 280, I cannot afford this bill at all, I could not even afford the 133 budget billing , why is my bill this high now and what arrangements can be made, to avoid a disconnect because this is something that I cannot do. I also have another bill I had on budget billing that has skyrocketed, this is extremely overwhelming and I won’t be able to make either account payment

  

  Business Response

  Date: 08/09/2023

  Your account is not in threat of disconnection, so arrangements are not needed at this time. The budget billing amount for your address is $266.00. If you prefer to switch to regular billing and be billed for what your usage is each month, that is an option. However, your actual usage was higher than $266.00 on your latest bill. Please refer to ******************************************************* for energy savings tips. Making adjustments to your electric consumption can help lower your bills substantially. 

  If you don't pay your bills in full each month, your payment agreement could default. If you think it would be helpful, please consider reaching out to see if you qualify for some energy assistance at **************************************************************

   

  Customer Answer

  Date: 08/09/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:I signed up for budget billing each month and have proof of 133 not 266, I want to be called by an executive due to ameren refusing to acknowledge the account correctly 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 08/11/2023

  Budget biling amounts are not fixed; most budget billing amounts change. This is because we will review your usage every six months. By periodically reviewing your actual usage, we can make any necessary adjustments to make sure you don't get too far ahead or behind. If an adjustment is needed, we'll notify you with those details on your energy statement. They are adjusted according to your usage. Please refer to **************************************************************************** for more information. 

  Customer Answer

  Date: 08/11/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:I just moved to this location, so how was it reviewed after 6 months, I just signed up for budget billing in July, this is highly inaccurate and I am planning to file more complaints as I have requested higher leadership to contact me and they haven’t . I  am not paying 266 when my budget was 133, that is inaccurate as I lived other places and it was always that amount. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  ****** ******

• Initial Complaint

  Date:08/03/2023

  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.

  On 7/29 during storm electric pole fell which took down the electric line causing electric to go out. Ameren was called but did not come out until 7/30 @ 11:30am, they assessed the problem and left. I received text indicating they would not be able to restore power that day. On 7/31, Ameren came out with another pole and service was restored around 7:30pm that night. When I arrived home turned on lights and they were flickering. Called Ameren 8/1/23 to report flickering lights, no one came out. On 8/2/23 around 7:20 am turned on the kitchen light and lights pop and the whole house without power. Called Ameren to report no power, around 10:00 am received a text indicating power restored, called home and was told no power. Called Ameren again to speak with a representative to report there was no power to my home and once again was told someone would be out. Received another text at 12:58pm indicating once again power restored, called home and no power. Called Ameren again and spoke with rep named Trevor, which he indicated ameren tech reported back they had been to house checked and there was power and it must be something wrong in the house. 8/2/23 called Reinhold electric, tech ****** came out this morning and checked in the house, went outside and spotted there was no neutral line connected to my house. Called Ameren again to report there is no neutral line connecting to my house, stated no one came out because if they did, Ameren tech would have seen the problem. Because of the run around and lies Ameren tech are reporting back to Ameren, I have to replace all my appliances, TVs, food and spent money for an electrician when the problem was with their line as I was constantly trying to tell them. Today when I called to speak with a manager that was over the techs but the customer service rep ****** alleged she didn't have a number and couldn't get me. I need power restored and Ameren to reimburse my loss.

  

  Business Response

  Date: 08/11/2023

  The crew on site had communication with the customer and
  there was a lot of vegetation between the pole and the house. We engaged a vegetation
  crew to clear a path from pole to house and a new service was installed. 

  Customer Answer

  Date: 08/23/2023

  The completion of new service was 8/18/23.  Vegetation on line has nothing to do with the neutral not being connected to my house which caused the power to go out.  If they had came out when I called about flickering lights instead of checking computers, my appliances could have been saved. Every year allegedly, Ameren sends out tree crew to cut vegetation away from lines. That has never been done in my area. I see the tree crew all the time in other areas but never in this neighborhood.  It's a tree by the power line in yard next door, which is vacant at the time and tree crew saw this but did nothing.  They just don't want to replace my appliances, but want to constantly increase rates.  

• Initial Complaint

  Date:07/31/2023

  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.

  Our neighborhood has gone two days without power. It’s 90 degrees. Hundreds of dollars worth of food in our fridge & freezer have spoiled. We can’t cook - we have to go out & spend money purchasing food for every meal. We can’t sleep at night because of the heat. There are power lines slanted or fully down, & trees still dangerously dangling from power lines. This is a horrible safety hazard.
  Ameren does not care. No one answers the phone, the text message update system provides no information, the website provides no information, & in two days I have seen ONLY ONE Ameren service vehicle - & it was parked outside a food truck while the employees ate lunch. No work is being done in our neighborhood. Ameren recently installed smart meters which increased our monthly bills, then immediately disappointed its customers with this situation. Why are we paying so much money for this? Does Ameren not care about its customers at all?

  

  Business Response

  Date: 08/03/2023

  We show that your power was
  restored 07/31/2023. Ameren cares for their many customers and takes great lengths to prevent and/or restore power as quickly as possible during major storms. We understand and apologize for the hardship and
  inconvenience caused by your service interruption. 

  During the restoration of electrical equipment due to storm
  damage, Ameren works to restore power to equipment that feeds the largest
  number of customers. This could include high-voltage transmission lines and
  structures, substations, or main feeder lines. Often times that means that you
  will not see a truck in your area initially, but it does not mean that we are not
  working to restore power to you and other valued customers. After the damage is repaired,
  we work to restore the greatest number of customers in a timely manner, keeping
  safety in mind. It's often difficult to give estimated restoration times during
  a major storm due to the amount of damage caused which can require setting new poles, running new lines etc. 

  While we understand that loss of refrigerated items is frustrating, we are not able to compensate for those losses. Contacting your home insurance to inquire about your coverage may be necessary. 

• Initial Complaint

  Date:07/30/2023

  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.

  7/29/23 the power went out at my house around 4pm as of 4am on 7/30/23 ameren hasn’t even visited the area despite them being aware that we are in a heat wave and I’m disabled with an elderly person and 3 small kids ameren hasn’t even so much as provided a time line . I would like ameren SOP on how the jobs are chooses as my area was one of the first hit and they haven’t even set foot there despite being close to the police station with not explanation at all from ameren or time in the middle of a heat wave . Their response “lots of people don’t have power right now” that’s still downs negate that ameren ue failed to prove the service I pay for as well as putting my family in a dangerous situation trapping us in our home I. A hear was with 100 plus degrees. I want the police’s and procedures and I want to hear from a manager why my no ameren worker has showed up to even inspect one of the first areas to be hit they haven’t worked on it one bit and are not compensating us for anything instead their telling us to make a home owners claim for the spoiled food and more than likely what will be an ambulance visit . I want accountability because this is completely unacceptable and ameren needs to have better communication we pay for a service they should
  Be able to provide an eta. I expect a discount for inconvenience and I want an apology and the police’s I’ve asked for as well as I want to speak to a senior level manager. I’ve uploaded the proof they haven’t touched the area and I want accountability because I’m prob gunna have to go to the er with my service Dog because of them. I’ve attached screen shots

  

  Business Response

  Date: 08/03/2023

  We show that your power was restored 07/30/2023. We
  understand and apologize for the hardship and inconvenience caused by service
  interruptions and take great lengths to prevent and/or restore quickly. While we understand that loss of refrigerated items is frustrating, we are not able to compensate for those losses. Contacting your home insurance to inquire about your coverage may be necessary. 

  During the restoration of electrical equipment due to storm damage, Ameren
  works to restore power to equipment that feeds the largest number of customers.
  This could include high-voltage transmission lines and structures, substations,
  or main feeder lines. Often times that means that you will not see a truck in your area initially but it does not mean that we are not working to restore power to our valued customers. After the damage is repaired, we work to restore the
  greatest number of customers in a timely manner, keeping safety in mind. It's often difficult to give estimated restoration times during a major storm due to the amount of damage caused. 

  A call attempt was made on 08/03/2023 at 9:08 a.m. to talk over the items included in your complaint. A message was left. If you have further questions, please contact ###-###-####.
  

• Initial Complaint

  Date:07/30/2023

  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.

  There was a storm that moved through on Saturday and caused a power outage, however less that 12 feet away across the street they all have power this outage has been since 4 pm on my side of the street the lack of resolution and communication is a disgrace. The offices are closed all weekend they claim teams are out via recording yet no service trucks in site at all this is absolute chaos and a company this big and expensive should have the resources and ability to handle customer questions in a more direct and timely fashion.

  

  Business Response

  Date: 08/02/2023

  We understand and apologize for the hardship and inconvenience caused by your service interruption and take great lengths to prevent and/or restore quickly. During the restoration of electrical equipment due to storm damage, Ameren works to restore power to equipment that feeds the largest number of customers. This could include high-voltage transmission lines and structures, substations, or main feeder lines. After the damage is repaired, we work to restore the greatest number of customers in a timely manner, keeping safety in mind.

• Initial Complaint

  Date:07/27/2023

  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.

  Technician disconnected my power line in the middle of a heat wave and my children has chronic asthma.
  
  Asked to disconnect service while windows are being installed, but the technician decided not to do their job and just cut the wires. Now I have no power. Over 4 hours with sick children in a heat advisory. Ameren seems to not care. I need my food replaced. E wise this is their fault.

  

  Business Response

  Date: 08/04/2023

  In reviewing
  the information, an order was scheduled on 07/19/2023 by the homeowner for the
  afternoon of 07/27/2023 to temporarily disconnect the service for a window
  installation. In additionally reviewing the information, on 7-27 the troubleman
  was dispatched to the order to meet the installer and disconnect service. The
  troubleman arrived at the location to complete the disconnect for window
  replacement. The troubleman didn’t see a contractor onsite, so he waited for 30
  minutes at the homeowner's request. The troubleman contacted the homeowner by
  phone. Right around this time the window contractor arrived on the scene. The
  troubleman stated that he was going to go-ahead and disconnect the service
  wires at that time. Upon review, the service wire needed to be replaced. The
  troubleman cut the wires from the pole so that the window contractor could begin
  their work. Once the troubleman was finish with the disconnect he left the old
  wires connected at the weatherhead and would replace them once the reconnect
  was requested, after the window installation was complete. The troubleman indicated
  that the homeowner became agitated with them because he advised them that they
  would need to call to request a reconnection once the window replacements were
  completed because he was unable to stay while the windows were being installed.
  The troubleman left the location. Later that day a reconnect was requested
  after the windows were replaced. The troubleman returned to the location and
  started laying out the wire to be installed. While working to connect the new
  wire, someone associated with the location made contact with the troubleman.
  The troubleman advised that he felt threaten and was leaving the location. A Supervisor
  was contacted, and they contacted the homeowner and advised them that Ameren
  was sending troublemen and a security officer back to complete the reconnect, and
  to allow the workers to reconnect the power as requested. Service was
  reconnected without any further incident.

  Customer Answer

  Date: 08/04/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Another message has been left. Left all these wires and refused to connect service. Had to wait an additional 3 to 4 hours because of the tech being intimidated by a man. I didn’t have to suffer 6 hours without power, but the tech was rude.  I would have had my power back on at a decent time but again the tech had to leave because he was mad that my husband asked him a valid question. My food should be replaced because tech didn’t have to cut the wires and disconnect everything like he did. And the other tech told myself and my husband that. 
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:07/26/2023

  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.

  My husband and I are building a shop and we called the same guy who works for Ameren and we asked him to come and hook up electric to the building. We asked him to come and look at to see if we were doing everything right. He was either too busy or out of the office. We even set up call visits. He emailed us a speck sheet to set the meter base box on the electric pole and he said that was alright. My husband asked if he could put the meter base on the pole and he said. Yes. This guys name is **** ** We were not for sure what meter base box to get and he just stated that whatever kind would be kind. Now we are over budget, he did not look up our pole. We only communicating over the phone with ****. When we assume that we were ready for the electric to be hooked up. **** asked for pictures and informed us that because it is a transformer pole we could not have we could not have a meter base on it. I would like Ameren to reimburse use a $1000.00.

  

  Business Response

  Date: 08/01/2023

  In reviewing the information, a consultant spoke with this
  customer about the meter pole installation on 7/3. The consultant offered and
  discussed meeting in person. The consultant advised they were not able to meet
  as quickly as the customer had requested. The consultant advised there was
  never a refusal to meet, just a requirement that they meet a little later than the
  customer had requested. The consultant continued discussing what the customer
  was doing and once they advised them they were installing a meter pole, the
  consultant emailed the customer a spec sheet for the install. The consultant offered
  again to meet with the customer if they had any questions. The consultant
  advised they had not heard back from the customer until they called to advise
  they were ready for a meter to be set. The consultant requested pictures from
  the customer and at that time noticed they had not installed a meter pole, but
  rather had attached their metering equipment to an Ameren pole. The consultant
  called and spoke with the customer about correcting this as customer equipment does
  not go on to an Ameren pole.

  
  The customer was informed that before they did anything else,
  someone would need to meet with them.

  
  Being that the consultant was going to be out of the office
  for a period of time, they requested another consultant call and schedule a meeting
  with the customer.

  
  The second consultant contacted the customer and provided
  the customer with options for how to correct the issues.

  
  The consultant indicated there was no discussion regarding
  installing customer equipment on an Ameren pole and the spec sheet that the
  customer was provided indicates that a customer supplied pole is needed.

  
  We are unable to reimburse the customer for the customer
  owned and provided equipment.

  Customer Answer

  Date: 08/09/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  We asked the consultant many times to come and look at our meter pole to make sure everything was correct. We asked the consultant if we could put the meter base on the electric pole not knowing it was an Ameran pole. The consultant did not ask us what kind of pole it was and we were unaware that there was a difference in pole types. The specs that were sent to us were for a meter base on a pole, so we continued to think we were doing everything correctly on the pole. The consultant mentioned he would be out of the office and we asked if when he returned and had time if he could come and please look at the meter base. We were hoping the consultant could get us in quickly and to not forget about us but we were willing to wait for anytime he was available even if it was not anytime soon. I had previously set up a phone call appointment with the consultant but he never called at the scheduled time to further discuss specs. We were being flexible with the consultant knowing he was going to out of the office but he never offered to schedule a time for when he could come and physically see the pole and have a better visual of the pole. When we were ready for him the schedule a time for to hook electric up to the meter base, he asked for pictures for his “physical” inspection. We asked multiple times for him to come out to look and was willing to wait for an available time but he never offered to schedule a meeting time with us. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 08/16/2023

  As previously indicated, the consultant advised they offered
  to meet but requested that they meet a little later than the customer was
  wanting. In discussing with the customer, the consultant provided the spec
  sheet. The spec sheet that the customer was provided with indicates that a
  customer supplied pole is needed (item N  - 25 to 30 ft class 5 pole under
  the material furnished and installed by the customer section).

  
  We are unable to reimburse the customer for the customer
  owned and provided equipment.      

  Customer Answer

  Date: 08/22/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  The consultant never provided a scheduled appointment time to come out. We asked several times to meet with the consultant and he never offered to schedule a time that would work for him when he was more available. We never stated that we needed the electric hooked up by a certain date, we were just waiting for consultant to physically come when he could. Every phone call we had with the consultant he assured us we were following everything correctly and that he would not need to physically come out and look at things before his time out of the office. If the was never willing to come physically and look at our meter set-up and if he did come out and look this would’ve been avoided. 
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:07/24/2023

  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.

  I was ganked totally scammed out of 1382.00 by Ameren over a fake voice prompt the worker claimed to be collecting the debt after I pressed one they verified my home address as such an wiped all my funds out I feel if people are scammed Ameren could stop
  Or least post pone furture payments til the issue is resolve said he name was Maria Gomez, security supervisor for Ameren. Who is goin to be confrontational when a bill is due that was the worst an scariest experience ever

  

  Business Response

  Date: 07/25/2023

  Scams are becoming
  more and more prevalent. If you receive an unexpected phone call from an
  individual claiming to be from a legitimate organization, take steps to verify
  his or her identity within the organization.

  
  If they claim
  to be Ameren Missouri, hang up the call and dial ###-###-#### to speak with a
  customer care advisor. Never use the
  call-back phone number provided by an unknown caller to verify billing or
  account information.

  
  Customers with delinquent accounts receive advance
  disconnection notification. Ameren will not notify the customer by phone,
  email, in person, or text message as the first and only notification about a
  potential disconnection.

  
  Recommendations:

  
  **Contact the police to file a police report.
  **Change your Ameren online passwords and/or email passwords to further protect your account.
  **Sign up for alerts so you will receive a notification when payment is received as well as when the account is past due. Alerts help to confirm account status.

  Ameren is not responsible for the actions of scammers. If you would like to make an arrangement on your account, please contact ###-###-#### to speak with a customer care advisor about your options. 

• Initial Complaint

  Date:07/20/2023

  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.

  In June 2023 Ameren installed a "smart meter" so they could better track my electrical usage. This was a mandatory install. The Smart meter caused me to have massive headaches and affected my health to the point that I could no longer go into the basement bedroom, bathroom and laundry area without severe issues. I was using this bedroom as a place to sleep as which now I could no longer.. I contacted Ameren and they told me I can opt out of the smart meter for a $100 install of the old meter and pay $40 a month there after. I told them I did not agree to the charges, but told them I need a solution. After calling them multiple times they came out and installed the old meter and charged me regardless of the medical issues inflicted. However the old meter that they installed was not the same one that was there before. It was the same kind but a newer model. This newer meter still bothered me with headaches and many other issues such as concentration and memory loss, irritation and irritability. I have had issues with being sensitive to electromagnetic radiation. Which had cause me to have dozens of fatty tumors and inflammation. I called them to have the new meter inspected and looked at. I wanted them to check if it was grounded correctly and that it was properly installed. Instead the supervisor I talked to doubted my sensitivity and claimed if I use a Microwave or Cell phone that those devices have a stronger field then their meters. I explained that yes those bother me, but only at a limited range and I am sensitive to certain wavelengths and fields differently. After being told there was nothing they could do multiple times I hung up. There is no email to report my issue to anyone else directly. All I want is for my house to be like it was before they upgraded the meter so I can feel comfortable in my house. It is their property so I can not change it. I cannot choose an alterative to power. I am hoping there is a way for them to fix and repair it

  

  Business Response

  Date: 07/24/2023

  Your correspondence points out several specific concerns with utility meters that contain electronic components, mainly related to health, safety, and privacy risks. I'd like to provide you with several resources that include data-based information which demonstrate the safety and benefits of smart meters.

  ********************* This site shares the non-profit organization's fact sheets on data privacy, radio frequency and smart meters. There is a brochure located on their site titled "Myths vs. Facts: The Truth about Smart Meters" that includes several commonly circulated smart meter myths, along with the organization's responses which are supported by research and facts.

  ***************** This site includes the ** ********** ** ******'s articles and research on the smart grid and meters.

  ****************** This site takes you to the Electric Power Research Institute – a well-respected research institute with some information on smart meters.

  ******************* This site includes information for those interested in education about utilizing and preserving energy and water resources.

  I also want to make sure to convey that Ameren Missouri has been utilizing Automated Meter Reading (AMR) meters for well over 20 years. This is the kind of meter that was removed from your premise. This meter is similar to our new upgraded AMI meters in that there is a device inside the meter that transmits readings via radio signals to a collection device installed on a pole. These readings are then transmitted to remote equipment and later to our company's operating room. Both your current AMR meter and upgraded AMI meters emit radio frequency (RF) in the same amount; the main difference between the two meters is that AMI meters send a reading approximately four times a day versus only once a day with AMR. Additionally, AMR meters only have the capability of one-way communication with signals only being sent from the meter to Ameren Missouri; AMI meters have two-way communication capability, with signals being sent both to and from the meter.

  Since our current AMR meters have been in use throughout our service territory for 20+ years, they are reaching the end of their lifespan. Ameren Missouri's Smart Energy Plan includes provisions for upgrading the energy network and all meters to AMI to build the next generation energy delivery system. Manufacturers will no longer be supporting AMR technology once we transition to AMI meters.

  Customer requests to opt-out of smart meter installation can be honored under our Missouri Public Service Commission approved tariff, with applicable charges. Our residential customers have the ability to opt-out of installation of remotely read metering, or to request the removal of previously installed remotely read metering. In such instances, non-standard metering (NSM) will be installed which requires a manual meter read each month. Customers requesting NSM service will be
  charged a one-time setup fee of $100 and a monthly recurring NSM charge of $40 per month, as per the Opt-Out Charges reflected in our tariff. 

   

  Customer Answer

  Date: 07/25/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: The response does not seek to resolve the issues originally stated.  It does however acknowledge that a different kind of meter was installed that transmits once a day instead of four times a day.  When opting out of the smart meter program for a non standard meter (NSM) the original kind was expected to be brought back. Because this was not done I am currently having experiencing health issues when close to the proximity of the new meter ( the whole lower level of the house basement, worse as I get closer to the wall it is installed at) I would like the same type of model installed that was there before to resolve the issue.  

  I have tried to solve his on my own by trying to create shielding on the other wall the meter is installed, but the range of electromagnetic field is so that I may try a more direct approach by crating a faraday cage around the current meter maybe necessary.  This will be costly as testing has to be done to make sure the density of materials used, and thickness is appropriate.  I feel this is an extreme solution and represents a failure on Ameren to resolve the issue after so many complaints and also may result in difficulty in them getting a reading from the meter when needed which I do not want to inconvenience

  Please have a technician come out and install a model without a transmitter.  Since I am paying 40 a month for this non standard meter it seems appropriate both in respect of your customers and as a community leader. 

  Thank you for being considerate of someone elses medical problems.

  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 08/03/2023

  You used to have an AMR meter. Since our current AMR meters have been in use throughout our service territory for 20+ years, they are reaching the end of their lifespan. You do not have an AMR or AMI (smart meter) at this time. The options currently are AMI smart meter or the Non-Standard Metering (NSM) service. You have opted for the NSM service which requires Ameren Missouri to visit your property monthly to collect energy usage information. 

  Customer Answer

  Date: 08/13/2023

  I am trying to discover more information about the kind of meter that was installed on my house.  The health issues are still causing me problems.  From the way power meters work if it is not a radio transmitter that is causing problems with my health then there must be another factor.  I currently believe that the Utility frequency of 60hz power meters is what has changed.  From what I can tell when the old meter was changed out that the previous meter may have run at a different frequency that did not bother me.  I need more information from Ameren to discover what was installed before. 

  Alternatively I am looking at having the power meter installed away from the side of my house. I was waiting for an estimate to be completed to share with Ameren in my complaint before I responded.  

  I have called Ameren several times and talked to their customer service since making this complaint.  It has been very disappointing as they told me there is nothing they can do for me, but have been misleading in several calls. I want to pint out that they have told me I have a meter that had a radio transmitter in it,, and called me back when I asked if I could have one without saying they emailed their meter dept and they said they all do.  Which doesn't match the None Standard meter install they should know I have.

  I would have very much appreciated Ameren to and my question about the utility frequency of the phase of the magnet in the newer meters and if possible I would like to know the exact model that was in my home before they installed the newer ones. It would have been nice for them to at lease send someone out to make sure their equipment was properly installed as asked several times before. 

  I also have been trying to find out more about the tariff Ameren has about the charges they put on my account monthly for their nonstandard meter.  I would ask them to provide a link, since there was nothing to be found googling the tariffs in Missouri for my situation.

  There needs to be a resolution to this issue as it effects my health every day for several month and very much so effects my ability to sleep, rest and move about my home. 

• Initial Complaint

  Date:07/13/2023

  Type:Product 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 paid our bill online and we’re double charged. After calling customer support, we were told Ameren could not do anything to refund the extra amount they overcharged. Customer service was extremely unhelpful to resolve this issue and refund the amount they mistakenly took out. People are on tight budgets and this error by Ameren definitely affected our home budget. This needs to be resolved and the amount refunded. That’s all we are asking.

  

  Business Response

  Date: 07/13/2023

  There is not a credit on this account. We are unable to issue a refund on an account that does not have a credit.