Complaints

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

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• 

  FirstEnergy Corp.

  76 S Main St Akron, OH 44308-1812

• 

  FirstEnergy Corp.

  1910 W Market St Akron, OH 44313-6938

• 

  Allegheny Energy Inc

  2800 E College Ave State College, PA 16801

• 

  Allegheny Energy Inc

  1 E Washington St P.o. Box 891 New Castle, PA 16101

• 

  Allegheny Energy Inc

  365 Washington Rd Washington, PA 15301

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:09/27/2024

  Type:Product 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.

  My central air unit was not working properly. I contacted **** ** repair, who said the cause was not enough voltage coming into the house. This was on 8/16. I called JCP & L on the same day. They sent a repairman on 8/17 who confirmed they initial diagnosis. The bill was 583.77 from ****. Since the cause of the damage was the utility company I felt they should pay for the damage. I files a claim on 8/17. I never heard back from them. I called on 8/28, 9/3, 9/11,9/17, 9/18, 9/19, 9/20 and now 9/27. I have been promised by several of the employees that I would receive a call regarding my claim but save for one phone call, which went nowhere, I never got a call from a claims person. I have two reference #s for this issue. ********* and *********. My family has used this service for 25 years with no issue. This complete disregard for a customer is appalling. I would like restitution of the money owed or a credit to my account for the expense that was cause by JCP & L.

  Business Response

  Date: 10/08/2024

  On August 20, 2024, the claims representative tried to reach the customer and left a message. A denial letter was sent to the customer on September 3, 2024, detailing that the investigation indicated an electrical disturbance resulting from equipment failure, load tap. Such disturbances can lead to potential voltage irregularities or outages. It was clarified that this situation was not due to any negligence on the part of JCP&L. The customer was advised to check with their insurance carrier regarding possible coverage.

  Customer Answer

  Date: 10/09/2024

   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.

• Initial Complaint

  Date:09/25/2024

  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 called 09/18/2024 ( Case number ) to talk about my bill. After being on hold and pressing many buttons, after 1 hour. I was told ********* would call me back.
  I do not understand why I cannot just speak to anyone about my bill.
  And ********* never called me back
  
  On my oct invoice I was over charger 207.60 . also Im on installment plan on my account and it was removed.
  
  I wish someone to call me back the afternoon from 12-5pm ( EST ) to discuss my bill/.

  Business Response

  Date: 10/07/2024

  Company record indicates the customer spoke with the company on 08/22/2024 and 09/11/2024 regarding billing concerns. The customer spoke with ****** both times. On 09/11/2024, the customer indicated they were unaware that they had to pay the bill on due date. There was no further requested contact from the customer after this date. ****** has contacted the customer a third time to address any concerns the customer may have. The customer again indicated they were unaware that they had to pay the bill by the due date. Late payments have deactivated the payment plan that was previously established. As a courtesy, the payment plan has been re-established. Should payments be received late in the future, the payment plan will deactivate again. 

• Initial Complaint

  Date:09/23/2024

  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.

  After attempting to call multiple times to submit a credit report so I didn’t have to put a safety deposit down which increased my bill by 200+ dollars and every time I get someone on the phone after about 30 to 40 minutes waiting, they hang up on me this is absolutely ridiculous That charge should be waived for the inconvenience of this all

  Business Response

  Date: 09/24/2024

  Good morning,

  On 9/12/24, company records show the customer utilized our virtual callback system and at 10:41 AM that same day, the company attempted to call the customer however, no answer so the company left a voicemail for the customer. On 9/23/24, company records show the customer utilized the company automated system and obtained the account balance. On 9/23/24, the customer contacted and spoke with a representative stating she had faxed a letter of credit to the company over a month ago however, the security deposit was still on her account. The representative tried to verify the fax number the customer sent the information to however, the customer stated they no longer have it. The representative advised if the information had been sent over a month ago company records show we may not had received it.  The representative provided the fax number to send the information to our advanced move in group for review and advised it will take 1-3 business days to process once information has been received. Customer requested the deposit to be waived for the inconvenience. The representative advised the company would
  require the letter of credit before the deposit could be waived. Customer requested to speak to a supervisor. Per request, an order was sent for a supervisor to contact the customer. 

  On 9/23/24, at 12:54 PM, a supervisor agreed to waive the deposit as a one-time courtesy on the account. Also, that same day after the deposit had been waived the letter of credit was received and filed as acceptable.

  The company apologizes for any inconvenience however, no credit can be given. The company did agree to waive the security deposit on the account. We are not aware of any phone issues, at this time. However, we
  encourage customers to visit our website, utilize self-service options in the
  IVR or take advantage of our Virtual Callback service. 

  Sincerely,

  Toledo Edison Compliance

  Customer Answer

  Date: 09/25/2024

  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.

• Initial Complaint

  Date:09/23/2024

  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.

  Since installing electric meters, energy bills have gone up 400% in some cases. There are clearly technical issues preventing accurate readings, and customers are being over-charged. Many customers have been affected by this pricing scam.

  Business Response

  Date: 09/23/2024

  The customer's complaint has been escalated to a Resolution Specialist, who will reach out to the customer to address their concerns.

  Customer Answer

  Date: 09/25/2024

   I am rejecting this response because:
  
  
  JCPL has not attempted to contact me in any way.
  

  Business Response

  Date: 09/25/2024

  Company records show customer contact was attempted on 09/24/2024 at approximately 1:00PM and 09/25/2024 at approximately 11:30AM; messages were left. 

  Customer Answer

  Date: 09/26/2024

   I am rejecting this response because:
  
  
  Please double check which account this is in reference to. I confirmed that both primary and alternate numbers on the account are accurate, but we have not been contacted. 

• Initial Complaint

  Date:09/19/2024

  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 had solar panels installed in May of 2024. Afterwards, it had appeared that my electric bill from JCP&L had gone down significantly for the months of June, July, and part of August of 2024. The bills were anywhere from .79 cents to$2.00. I believed this was due to the solar power working in my home. I even received a bill on August 22nd showing I had a credit of $13.13. Then on August 18th, 2024 I received another bill for $150.03 that was due by August 30th. I called JCP&L on August 28th to get to the bottom of why all of a sudden my bill was that high. The representative I spoke with stated that their accounting team was already working on the adjustment to this bill, it was not an accurate bill and to not worry about paying it until the accurate amount could be posted. Well, on Sept 17 2024, I received anew bill for $240 dollars. I then called JCP&L the same day and spoke to a new Rep, ******. She was unable correctly and clearly identify why my bill was so high and why the new adjustments to the bill had not taken place. She spoke around in circles. And, she was combative from the moment she answered the phone to speak with me. This is not the first time JCP&L has distributed an incorrect bill to me. This happened summer of 2023 and JCP&L wound up crediting me almost 300 dollars to my account due to their negligence. I am seeking a clear explanation and resolution to this conflict.

  Business Response

  Date: 09/23/2024

  The issue has been escalated to a Resolution Specialist for investigation, and they will reach out to the customer.

  Customer Answer

  Date: 09/24/2024

   I am rejecting this response since the issue has been escalated to a Resolution Specialist for investigation, and they will reach out to me. I would not like to close the case until the Specialist and I speak about a conflict resolution. 
  
  
  
  

• Initial Complaint

  Date:09/18/2024

  Type:Order 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.

  Electric bill for an old residence I lived at after I transferred & cancelled my service, they continue to bill me for time after I moved out and cancelled old service / started new service and send to collections. When I call I cannot get anyone on the phone to help, wait times are insanely long, longer than the recording says, Ive requested dozens of call backs using their automated call Back option and in months have never received 1 call back. Im Trying to get this wrongly charged bill corrected but cant get anyone on the phone to speak with. If submitted numerous online requests for contact back with no responses

  Business Response

  Date: 09/25/2024

  As information:

  01/08/20 - **** ******** requested service at ****************************************************************** effective 01/10/20. Customers account number ************. The service was finalized in the customers name effective 06/29/23 when a new customer signed for the service at the location.  No record of Mr. ******** contacting the Company to end the service in his name at this location. 

  05/27/23 - **** ******** requested service at ****************************************************************** effective 05/30/23 via Company website.  Customers account number ************. 
  07/27/24 - The customer requested service to be taken out of their name at this location effective 07/31/24 via Company website. 

  **** ******** has had service in his name at ********************************************************* since 08/01/24. Customers account number ************.

  09/23/24 ******************** personnel attempted to contact the customer regarding his concerns regarding the BBB compliant.   A voicemail was left advising the Customer there was no request for a move out for 05/27/23 on account ************ at ********************************************************************  The representative advised the move out was processed for 06/29/23 when a new customer contacted the ******************** to sign for the service. The representative advised unable to change the move out date.   Customer accounts have been documented in case the customer contacts the ******************** back. 

  To date, the Customer has not returned a call to the ********************.

• Initial Complaint

  Date:09/17/2024

  Type:Sales and Advertising 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.

  The illuminating company had a huge blackout. My elderly uncle was so overcome by the heat and stress that he went into the hospital. My deep freezer of course didn't have power for almost a week. Over $1000 of food was destroyed.
  
  In the midst of all this, while I was squatting in a library trying to charge my laptop so that I could get some work done, first energy sent me a threatening email demanding payment for service. This company is dreadful and needs to make this right.
  
  It is my expectation that they will either pay me for the last goods (1000) or credit my account in that amount. They should also reduce the charges for the month they didn't really provide power.

  Business Response

  Date: 09/25/2024

  Good afternoon, 

  The
  outage referenced by the customer occurred on 8/6/24 due to adverse weather,
  including high winds, that impacted our Northern Ohio footprint. The result was
  mass outages. Our crews worked diligently and safety to restore power. Many of
  these outages were extended due to tree conditions and the scale of damage.
  However, this event did not involve company negligence, but rather a weather
  event beyond our control.

  While the timing of the customer e-bill may not have
  been ideal, it was coincidental. Lastly, we ask customers take appropriate
  steps to mitigate predictable losses that may occur as a result of a power
  outage. That being said, we must respectfully decline the request for
  compensation stated in the attached official letter. 

  Thank you, 

  Compliance

   

• Initial Complaint

  Date:09/15/2024

  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.

  West Penn Power recently, withing the last few months, had a helicopter trim the trees along the powerline at the back of my property at *** ***** *** **** ******* ** *****. Upon inspection, they never cleaned up the tree branches that were dropped. They left branches laying on the powerline piled up to the point where the powerline access was limited. With little to no rain this summer, the branches are completely dried up and create a forest fire risk if not picked up.
  
  I talked to West Penn about the situation right after it happened and they said that they would put in a work order for it. Someone from Penn Line showed up a the house about 2 months ago and said he was going to take care of it then, but nothing was done.
  
  West Penn has cut down trees that posed no risk to the powerline right of way, well inside the woodline and left them laying on my property before, creating brush piles and fire hazards. When I asked them about removing the downed trees, they said it was not their responsibility. They should let the property owners know what trees they are cutting down and when and have a plan to clean up the brush. Currently there is no consideration for the property owner at all.
  
  I would like to have the brush cleaned up.

  Business Response

  Date: 09/27/2024

  The tree trimming that took place on Robert Fowler’s is on a
  ROW that borders his property and PA Turnpike 43.  The work was completed
  using an aerial saw carried by a helicopter.  It is standard practice to
  trim the trees using the aerial saw, leaving the felled brush in place where it
  rests post trimming.  *** ****** was notified via a mailer that was
  distributed earlier in the year.  Upon reviewing the site, the remaining
  brush does not pose a forest fire risk at this time. 
  

• Initial Complaint

  Date:09/11/2024

  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.

  The power went out at my home on 6-12-24. West Penn Power put a device on my home to provide power. No one ever contacted me. 2 months went by and they showed up at my home on 9-3-24 and dug up my lawn, and sidewalk, and left the place a mess. They were here on 9-3, 9-4 and 9-5. They never came back, nor has anyone communicated with me. I called today (West Penn Power) and got a "request #" which is *********. No one has called me back. The transformer box is across the street. They left the sidewalk uneven. They brought a "digger" on my property, but brought it over through my neighbor's yard (which is now also torn up).

  Business Response

  Date: 09/13/2024

  It appears that work is still in progress however there is no estimated time for work to be completed at this time.

  Customer Answer

  Date: 09/14/2024

   I am rejecting this response because:

  Please see the attached pictures. My lawn is torn up and this cannot go on indefinitely. Also, you will see that when WPP came, they moved one of the sidewalks. There is now a 2" gap and someone can trip. 

  My power went out initially in June. WPP put something on the side of my home to provide me with power. On September 3rd, they came to my home (with no prior communication, nor did they speak to me while they were on my property) and then dug the lawn up. It's a hazard. You cannot have open holes like this without it impacting my foundation in bad weather. 

  This is more than any homeowner should have to bear. I have to seed my lawn so that I have grass next spring. They left a wheelbarrow here, with my expensive garden stone in it. Things have to be put back in order. I have also filed a complaint with PUC and my next step will to be to contact the township.

  
  
  
  

  
  

  Business Response

  Date: 09/17/2024

  At this time the company would recommend filing a damage claim however, repairs can take longer that expected for many reasons and the company can not provide an exact time on when the lawn would be repaired for the customer or when the company will be able to remove the temporary service. There has been a complaint filed with the PUC and the company will be able to provide additional details when investigation is completed. 

• Initial Complaint

  Date:09/11/2024

  Type:Sales and Advertising 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 statement clearly states that the $861.36 by SEPTEMBER 26th 2024 they shut my power off on 9/11/24!!! To get it turned back on I had to pay $33 in fees and also a $450 security deposit on top of the $861.36 I didn’t know it was going to get shut off cause I thought I had till the 26th!! I think I should get the security deposit back due to what is stated on the statement. My husband is also on a CPAP machine and needs to use it every night

  Business Response

  Date: 09/12/2024

  Hello,
  
  In review of the company records the following was
  determined on the customer’s account: 
  The customer was sent a termination notice on 08/26/24.  The notice advised that $253.35 needed to be
  paid to avoid termination on or after 09/09/24. 
  The notice also provided options such as a payment arrangement that
  could be offered, they could dispute the balance if incorrect, or there may be
  assistance that could be offered depending on their income.  In addition, the notice advised if service
  was terminated that a reconnect fee of $32.00 and a security deposit of $466.00
  would be requested in addition to the balance on the notice to have the
  services reconnected.  Two outbound calls
  were made to the customer to advise of the pending termination.  One was made to the customer on 08/30/24 and
  a message was left, and the 2nd call was made on 09/03/24 and a
  message was also left.  On 09/03/24 a
  Digital collection notice was sent to the customer at the email address listed
  on the account that was last provided by the customer.  

  In reference to the customer’s bill that was provided with
  their case.  The bill does reflect a
  total balance due of $861.36.  Below that
  under the “account summary” it reflects that $530.11 is past due from prior
  bills and $331.25 is the current bill due on 9/26/24.  Just to provide a breakdown of the $530.11
  that is past due for the customer, ($276.76 was due on 8/26/24 and was reflected
  on that bill and $253.35 was due on 07/29/24 and was reflected on that bill).

  The Company is following regulations regarding
  the assessment of security deposits and considers the request valid.  The customer will accrue interest on the
  deposit being held and will apply to their bill monthly.

  The Company may hold a deposit until a timely payment
  history is established with account being paid each month in full and on time.
  The account is reviewed at the twelve (12) month anniversary and every month
  thereafter. The security deposit will be released and applied to a customer’s
  account once it meets the criteria for the security deposit to be released. (12 consecutive on time payments.)

  If the customer feels that they are considered low income
  and would be eligible for an assistance program, they may contact **************
  to apply and have income reviewed and confirmed or by going to www.pabillassist.com.  If confirmed income-eligible, the security deposit will be waived.

  
  I hope this
  information is helpful.
  
  Best Regards,

  Penelec