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
- 190 total complaints in the last 3 years.
- 42 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/11/2025
Type: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 UE electric company has repeatedly taken money out of my bank account without authorization. I paid my $206 electric bill on Friday March 8th, 2025 that I did authorize. Then on Saturday March 9th, 2025, Ameren UE took $2.10 out of my account that was not authorized. And again on Tuesday March 11th, 2025, Ameren UE took $150 out of my account that I did not authorize. They have stolen money out of my bank account twice. I have called Ameren UE atleast 10 times today, where I was met with disrespect, long hold times, was even hung up on twice, and I never got any type of explanation. They refused to listen to what I was trying to tell them, and I was met with the same pointless circle of repeated questions. When I was told they didn't know, I asked to talk to someone who did, and was told that there was nobody available to speak with. That they would call me back in 1 to 2 business days. Meanwhile my bank account is overdrawn, and I'm being charged for it by my bank. This is a pathetic way to conduct any type of business, those responsible should be ashamed and held accountable for.
Business Response
Date: 03/18/2025
Upon reviewing this request, our records reflect the following information:
On 02/25/25 the customer scheduled a payment of $150.00 to be paid on 03/08/25. This payment posted on the account 03/11/25. It appears the customer may have forgotten they scheduled this payment.
On 03/07/25 the customer entered an additional payment. This payment posted on the account 03/10/25.
On 03/11/25 the customer called regarding the $150.00 payment and a request was issued to cancel the payment. A leader callback was requested. This payment had already posted on the account. The cancellation request was reviewed, and the account was noted that one of the payments could electronically be refund back to the customer's financial account if the customer provided proof that the payment will not be returned (by the financial institution), or the customer should work with their bank on having the payment returned or stopped. Later that day, the customer called again and was advised the payment was currently unable to be reversed and the customer was provided with the email address to send proof that the payment would not be returned by the bank which would allow Ameren to complete the return of the payment.
Additionally, the $2.10 credit on 03/11/25 was a credit for a late payment charge.
On 03/12/2025 a leader attempted to call the customer and left a voicemail regarding the option to provide proof the payment would not be returned by the bank for Ameren to return the payment, or that the customer could contact their bank regarding having the payment stopped.
On 03/14/2025 our records reflect the payment was returned as it had been stopped by the financial institution.Initial Complaint
Date:03/03/2025
Type: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 February 26, my Bank account was charged in the amount of $710.60. Four days prior to that on February 24th 2025 and agency made a payment on my bill in the amount of $355. I reached out to Ameren MO after I noticed that I was overcharged. I was not offered any empathy or sympathy from the company. I was instructed that there is no possible way that I am able to be refunded my amount of $710.60 that was not owed at that time. I have received a follow up callback from the supervisor and she was also no help did show a little empathy, but ultimately was not able to help me resolve my issue. They are stating that because I was signed up for automatic payment payments. There is no way that they could refund The money that they charged me. I have reached out to my bank on this matter also, and they are stating that they are unable to return the funds due to me using that account to pay the bill previously. ******* has not issued any type of workaround or solutions that will help me recover my funds. The $710.60 that was debited from my account was not owed at that time. I received Information stating that Ameren will not be able to give me a refund of the credit that the agency paid. I communicated with all five of the representatives that I spoke to that I was not looking for a refund of the $355 agency payment. I was looking for a refund of my $710.60 because it was not due at that time. I was told by the third rep that I spoke to that I will be able to request a refund after the fund had settled. I called again this morning and was told that there was no possible way for me to receive a refund of my $710.60 because it was automatically drafted and they had no way to return the funds. I am reaching out to the Better Business Bureau to help me with this matter and try to recover my funds.Business Response
Date: 03/11/2025
In reviewing the information, our records reflect automatic payments were set up in mid-January. The February bill generated and indicated the amount due would automatically be drafted on the due date. The payment was automatically drafted on the due date of 02/26/2025 and additionally a pledge payment posted to the account on the same date. The customer called regarding having the payment stopped or reversed and additionally the automatic payments stopped. The automatic payments were stopped going forward and the customer was advised to contact their bank to have the payment reversed. There is a normally a 14-day waiting period before a refund check could be issued for an excess credit. The customer may contact customer service at ************ and confirm if they would like any current remaining excess credit balance refunded as a check after the initial 14 days. Additionally, budget billing has been requested to be stopped. Any deferred budget billing balance will settle in a lump sum on the next bill.Customer Answer
Date: 03/12/2025
Complaint: 23014210
I have reviewed the business' response and am rejecting it because:
The customer service department isnt delivering the same response that has been relayed to The Better Business B
Sincerely,
******** *******Business Response
Date: 03/19/2025
In additionally reviewing the information, the customer called on 03/12/2025 and a refund check was requested for the currently remaining excess credit balance at that time of $121.00. The customer was advised to allow time for the check to be received by mail.Customer Answer
Date: 03/19/2025
Complaint: 23014210
I have reviewed the business' response and am rejecting it because: ****** were taken from my account and only ****** was able to be refunded. That still leaves my family and I at a loss.
Sincerely,
******** *******Business Response
Date: 04/14/2025
As previously indicated, a refund check was issued and has processed for the remaining excess credit at that time. The account has since additionally been set up on a payment agreement where the remaining account balance has been divided into installments which will bill with the upcoming bills. There is no additional excess credit to refund as the prior payment difference has already applied to the account billing amounts.Customer Answer
Date: 04/15/2025
Complaint: 23014210
I have reviewed the business' response and am rejecting it because I am rejecting Amerens response because the company failed to acknowledge or address the emotional distress and financial hardship their actions caused me. The unauthorized withdrawal of funds from my account was not only a serious error but also one that left me in a financial bind.
Whats most disappointing is the lack of empathy shown in their response. There was no recognition of the impact this incident had on my well-being or the stress it caused. I expect a company of this size and responsibility to handle such matters with care and compassion, and unfortunately, that was not reflected in their reply.
I am seeking a more appropriate acknowledgment of the harm done and a resolution that reflects the seriousness of this situation.
Sincerely,
******** *******Initial Complaint
Date:02/28/2025
Type: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.
Price gouging and consistently increasing rates.Business Response
Date: 03/04/2025
In reviewing the information, Ameren Missouri filed a request with the ********************************** (***) to adjust electric rates reflecting major electric system upgrades as well as cleaner electricity generation investments to ensure the system remains reliable and resilient for customers. To learn more about why the request was filed please review the attachment entitled Investing In ******** For A Stronger And Brighter Future.
If the customer has specific questions regarding their account or billing, they may contact the customer service department at ************.Customer Answer
Date: 03/04/2025
Complaint: 23002872
I have reviewed the business' response and am rejecting it because:
Sincerely,
******* ********Initial Complaint
Date:02/27/2025
Type: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 asked to not receive a radiation emitting smart meter. I wasn't given an option. I want all three removed and old one's back. These were replaced with out my consent.Business Response
Date: 03/03/2025
In reviewing the information, the customer has three accounts.Two are residential, and the other is non-residential. The second residential meter was recently changed to an AMI Smart meter in late February 2025, the prior residential meter had already been changed. Prior correspondence was sent regarding the upcoming meter changes.
Ameren Missouri has been utilizing Automated Meter?Reading (AMR)meters for well over 20 years. This is the prior kind of meter that was previously at the customer's residential premises. 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 the customer's prior AMR meter and the new 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 ********; 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 *** to build the next generation energy delivery?system. Manufacturers will no longer be supporting the prior AMR technology.
Customer requests to opt-out of smart meter installation can be honored under our ********************************** approved tariff, with applicable charges. Our residential customers have?the ability to opt-out of installation of remotely read metering. In such instances, non-standard metering (NSM) will be installed which requires a manual meter read each month.Customers requesting *********** 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.?
The third garage account is non-residential and is not eligible for the opt-out option. The customer would need to allow access to upgrade to the current AMI meter to ensure service remains active.
You can find further information on our website: **************************************************************************;
If the customer decides a *** is the right choice for their residential accounts and wants to enroll, the customer may call ************ to request this option.Initial Complaint
Date:02/11/2025
Type: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 Missouri is trying to make customers pay a 15% rate hike to pay for upgrades that they can pay for themselves. They have put more money in their pockets and shareholders pockets while giving the customers the punishment of paying higher cost for their electricity. Ameren Missouri is ripping off customers for profit and gain. ********************** Missouri is a monopoly and forces us to pay their rediculas outraged prices.Business Response
Date: 02/13/2025
Ameren Missouri filed a request with the ********************************** (***) on June 28, 2024, to adjust electric rates next summer reflecting major electric system upgrades as well as cleaner electricity generation investments to ensure the system remains reliable and resilient for customers. We offer an enhanced customer experience through various rate options that provide customers with more convenience, choice and control over their electric usage. We care about the communities we serve and offer more energy assistance options than ever before to help customers in need. If approved by the **********************************, the average residential electric bill would increase by about $17 per month (based on a typical customers usage of approximately ***** kilowatt-hours per month).Initial Complaint
Date:02/08/2025
Type: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 have been on the anytime user rate plan for a year and a half where I spend less money in the winter and more in the summer. Yesterday morning I wake up and Ameren switched my plan without my consent to the plan where I spend more money during the day and less at night. This is a big inconvenience for me because I run my fireplace in the winter so I use a lot more wattage during the day. I call Ameren to express my concerns and tell them that I never switched my plan and they told me their system automatically does it without peoples consent! They said they sent one piece of mail two months ago however I never received anything at all. I always read my mail that I get from the company. On the app I never got anything that popped up saying they were changing my rate plan. So I called the lady and she said I'm stuck with this rate plan for a month and I told her that's not fair to customers because I can't afford the higher rate increase right now especially with the cost of living rising. She said there was nothing she could do for me even though it was their fault. She also informed me that if I can't pay my bill next month then I will just have to get on their insurance plan. How can a company just change the plan a customer is on for a year and a half without written consent or permission? This is just absurd to me.Business Response
Date: 02/13/2025
Our tariff (approved by the **********************************) states: New customers or new accounts with an advanced meter, or existing accounts that have had an advanced meter for six months, shall be placed directly on the Evening/Morning Saver rate at the beginning of their next bill cycle. A customer may choose to stay on Anytime Users or select from other rates offered. However, we are not able to switch the rate mid cycle, it is set to change with the next billing cycle. We completed your request to be added to the Anytime Users rate for the next billing cycle.
On 07/18/2024, the meter was updated to a smart meter. On 11/08/2024 a rate education letter was mailed/emailed (gmail address). On 12/10/2025 a rate comparison letter was mailed and emailed (gmail address). On 02/07/2025 the rate was changed to Evening/Morning Savers instead of Anytime Users.
To review more information about rate options, please visit ********************************************************************************************************************.
Customer Answer
Date: 02/14/2025
Complaint: 22915536
I have reviewed the business' response and am rejecting it because: I never received any emails or anything in the mail. We always read our emails. I called Ameren and they never said anything about a Gmail being sent out. She said they only tried sending out a piece of mail and we never got it. Also you guys just upgraded our meters last year. You guys could have sent something out about the 6 month rule because I was here for a year and my rate never changed! So how is a customer supposed to know when you guys installed new meters that we didn't even need in the first place. Also a customer should be able to rely on the plan that they pay for and it shouldn't be changed. You guys are doing this to get more money out of customers. I definitely will make sure when I move that they do not use Ameren electric company. You guys literally just try to get as much money out of people as possible. You guys changed our rate so fast but yet we have to wait a whole entire month to change it back even though I called literally the same day you changed it because I got an email about it. That's shows that I read my emails that you guys send out.
Sincerely,
******** *****Initial Complaint
Date:02/07/2025
Type: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 called Ameren to set up new service at a house I planned to rent. I ended up not relocating to the state. I called Ameren a few days after I set up service and told them I was not moving in. I told them to cancel my service and asked if I would get a bill and they said no the services were never turned on. I paid the lease breaking fee and got the landlord to rent the home for me. The new tenants moved in and Ameren turned the gas on for them and has been allowing them to get free gas for the past 6 months. When the new tenants moved in one of the requirements was to set up the gas in their name. They set up an account and not a request for service. The account is even under their phone number but the account person just found the address and attached my name. The apartment manager ***** at **************** called them and confirmed it was set up before the moved in. In January the tenants came to his office and said they still didnt; get a bill. He called them again and set it up. The people do not speak good english I am told and couldn't set up the service without *****. I got a call from Ameren today saying I am responsible for this bill. They said their is no record of my call. They also say there is no record of ****** two calls. Its impossible that all of us are lying. Now Ameren is trying to keep me on the hook for a bill I never agreed to and allowed someone to use my name to reset up service. They expect me to pay $400 even though I never lived there. When they called today I told them to cancel it. Then I called Columbia rentals and explained what happened. They spoke to someone and they said I didn't cancel it even though I was just on phone with them 15 minutes prior saying cancel this. This has now been cancelled 3 x. I dont owe these people any money. The address in question is *********************************************. I give Ameren authorization to speak about my account on this platform.Business Response
Date: 02/14/2025
In reviewing the information, the customer initially called in July *************************************** question. The account notes do not reflect a call from this customer until February 2025 regarding stopping their account. No additional calls regarding stopping service were found by searching our records with the same phone number the customer had requested service from.
Ameren received a call in late January **************************************** question. The caller indicated they would follow up with additional information.
Our records indicate that the account contact information was being updated online in early February 2025 however the same day, a disconnect order was issued to stop this customer's account. The account has been stopped and final billed.
The property manager additionally called in early February regarding the service dates of a new tenant. The manager was advised it would have been the prior tenant's responsibility to stop their account, and the new tenant would have needed to set up service.
Our records do not reflect the customer had provided prior notification to stop their account until recently. The account will remain as billed.Initial Complaint
Date:01/28/2025
Type: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 spoke with a representative on [January 17, 2025] on a recorded line. During that call, I specifically asked if I had any outstanding balances on my previous account, and I was clearly told that I did not and had nothing to worry about. However, I now see a bill for $543 on my new account, which is a complete surprise.Business Response
Date: 02/04/2025
In reviewing the information, the customer's prior account at the previous address generated a final bill on 01/06/2025. The customer called on 01/17/2025 and indicated they would be moving. The prior final balance was discussed. A cold weather rule payment agreement was discussed at that time for a partial down payment of the balance and the remaining balance in installments. A duplicate copy of the bill was sent. Later that month the customer called to connect service at the new address. A connect order was issued without requiring a payment on the prior final account balance. The advisor did indicate that a prior account did not pull up at that time and questioned if the customer had a prior account balance to which the customer advised they did not.
The prior final account balance under the customer's name transferred to the new active account. The customer called in late ******* regarding the transferred balance. A leader callback was requested. The customer spoke with a leader who discussed the balance with the customer and additionally the prior 01/17/2025 call where the balance and payment agreement options were discussed. The customers balance will remain as transferred. The customer is eligible for a cold weather rule payment agreement. The customer may access their account online or contact customer service at ************ to review the payment agreement options. Budget billing is also available with the payment agreement if the customer chooses.Initial Complaint
Date:01/24/2025
Type: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 December 21, 2024 I transferred apartments within the same complex. Because there was a overlap in the move in and move out date I started new service at **************************************** A. Upon receiving my bill I noted a ***** deposit charge. I reached out to Ameren and the concern was escalated to a manager. On January 24, 2025 an Ameren representative named *** called me back and stated that I was charged a deposit because I have a bankruptcy from 2017 on my credit. I informed *** that not only have I had no disconnections or payment concerns on my account, but also I was not charged a deposit for any other utility company including at my most recent property where service was started December 13, 2024. *** stated there was no one to speak to above her and gave me a phone number for another company. I feel that Ameren's policy for deposits is a direct exploitation of people that come from lower socioeconomic backgrounds. Nothing about my credit shows me as a risk. The fact that there is an 8 year old bankruptcy does not give Ameren a right to financially mutilate me for the rest of my life. I am requesting that Ameren remove deposit from my account and adjust my bill accordingly.Business Response
Date: 02/03/2025
In reviewing the information, the customer does have a prior final account with a remaining unpaid balance. The customer recently set up new service at another address and a deposit was not charged to that account at the time service was set up. After additionally reviewing the account, the deposit has now also been waived for this 2nd account. A new deposit may be assessed if service is disconnected for non-payment or if payments are continually late. The deposit has been removed, and the balance due has also been updated after the deposit installment amount was removed.Initial Complaint
Date:01/22/2025
Type: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 called Ameren to check about the flickering of lights & power surges in my home in August of 2024. Ameren sent someone out to look at the transformer on Ameren's utility pole. That person stated there were no problems. The surging continued and I reported this multiple times, Ameren finally sent out a tech a month and a half later. During this delay in action by Ameren I had multiple household items fail in different ways. My air conditioning starter went out and my chandelier caught fire. Once Ameren did finally come and check my complaint they discovered the neutral wire was frayed along with other wiring starting to fray. Once this problem was repaired, the surging and flickering lights discontinued. The electricians that made the repairs to my household item stated that the problem was created from the surging. I had them install a whole home surg ********* to prevent more issues. I am now concerned about other unforeseen problems that have not shown up yet as well. I have reached out to Ameren directly but they denied any responsibility in this matter. If Ameren had been more responsive and timely to address the problems, the issues would have been prevented.Business Response
Date: 01/29/2025
In reviewing the information, the customer contacted ********************** in late September 2024 regarding electromagnetic sensitivity concerns. The customer had not indicated any issues with intermittent power or surges at that time.
The customer called on 10/15/2024 with concerns about power surges. A crew responded. Our records indicate repairs were completed on 10/18/2024. The customer had additionally called on 10/18/2024 regarding tree concerns with the service line repair. This was reviewed and a door hanger was additionally left for the customer.
The customer later filed a damage claim. The claim was reviewed, and it was found that the problem the customer experienced was due to an equipment failure of a service line, which in turn, affected the customer's service. Due to the very nature of the equipment used by Ameren and all other electric companies, it is impossible to guarantee that no part of it will ever fail. Such failures and imperfections occur from time to time. After reviewing the information, no fault or lack of care was found on the part of Ameren. The damage claim has been denied.Customer Answer
Date: 01/30/2025
I called back in September because I could feel the surges before they got bad. Ameren said they found nothing and did not check my lines. In the interim , surges started and my ** starter blew. I had the ac service man come out because the surges had started and I wondered if it was the ** because Ameren said everything was fine. After the ** was fixed, the surges continued and I called again and they took their time to come out. Meanwhile wires had been fuzzed. So after Ameren put in a new line, my chandelier caught on fire like a blow torch and the electrician said it was due to Ameren surges fuzzing my wires!! How many more wires did it effect in my house from their maintenance neglect and ignoring me calls for help that I could feel the power surges. Even the *** said in September to call the electric company because it was probably their dirty electricity after I called them. I couldn't fix it. Ameren is responsible for the maintenance so they don't blow out my lines. Ameren put in a smart meter the year before after I asked them not to.. Did this effect my house/ The bottom line is Ameren took a while to come out and it effected my wiring and my wires got fuzzed because they took so long to respond and caused a fire. There could be other wires that they damaged. We pay Ameren to maintain and keep the electricity safe. We have no other choice but to use Ameren since they are a monopoly. They did not do that and consequently I am now having to clean up their negligence. If they had been more responsive and thorough in their first investigation I would not have had a blown ** starter and a chandelier that caught on fire. Who knows what else could happen to my wire from the slow response. I would think after the fires in ********** they would be more concerned about maintaining their lines so fire does not breakout!! I feel I should be reimbursed for their negligence.
Customer Answer
Date: 02/13/2025
i responded with more info and you said you responded but I never received your response. BBB also said they did not receive may response. please reopen I need to be reimbursed for Ameren's negligence.Business Response
Date: 02/20/2025
In reviewing the information, it appears that the customer may have not received the previous complaint response as there are no additional attachments that were not previously included in the initial complaint. The prior response reflects:
The customer contacted ********************** in late September 2024 regarding electromagnetic sensitivity concerns. The customer had not indicated any issues with intermittent power or surges at that time.?
The customer called on 10/15/2024 with concerns about power surges. A crew responded. Our records indicate repairs were completed on 10/18/2024. The customer had additionally called on 10/18/2024 regarding tree concerns with the service line repair. This was reviewed and a door hanger was additionally left for the customer.?
The customer later filed a damage claim. The claim was reviewed, and it was found that the problem the customer experienced was due to an equipment failure of a service line, which in turn, affected the customer's service. Due to the very nature of the equipment used by Ameren and all other electric companies, it is impossible to guarantee that no part of it will ever fail. Such failures and imperfections occur from time to time. After reviewing the information, no fault or lack of care was found on the part of Ameren. The damage claim has been denied.
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