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

• 

  Jersey Central Power and Light Co.

  1 River Centre 331 Newman Springs Rd Bldg 3 Red Bank, NJ 07701

• 

  FirstEnergy Corporation (Cleveland Area)

  6200 Oaktree Blvd. Independence, OH 44131

• 

  Ohio Edison

  420 York St Springfield, OH 45505

• 

  Allegheny Energy Inc

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

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:01/26/2023

  Type:Billing 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.

  I called their commercial division today for an explanation of a mysterious $80.00 charge, only to be told not to believe my lying eyes, and that no such charge existed. I explained to the representative that this amount was listed as a charge only in the online portal, was not reflected on my bill, was not explained in the "Billing History" as indicated in the user-facing frontend, and was unrelated to a security deposit hold of the same amount that was released in September (and already factored into a cumulative account credit then). She replied, "If you say so." I've spoken to some absolutely belligerent cretins in their commercial division, but Wendy really takes the cake for rudeness. I've sent their customer service team screenshots documenting the charges.
  
  Everything about ***** is horrible. Consistently poor service. Their agents insist that my account cannot be read remotely to estimate my usage, and yet they only send technicians to check the box once every few months (we have outside cameras to confirm this). Either they're being hoodwinked by their technicians, or they're full of bologna, and they're inventing usage numbers out of thin air.
  
  Our local power lines are constantly going down (which makes sense, because so many of them are in visible disrepair, hanging at acute angles, looking like splintered toothpicks), their employees are surly (Hi, *****!), and their executives are an incipient mafia of do-nothing crooks (**** had some very good ideas about addressing their corrupt practices; too bad ****** politicians are on the take). Every day I pray for an alternative provider in this seemingly damned, rural area of the world, but God does not answer.

  Business Response

  Date: 02/06/2023

  Company records show an email correspondence on 01/27/2023 which was related to the customer's concerns. 

  Beginning with your
  bill dated 09/28/2022 the security deposit of -$80.00 was
  credited to your account for good payment history. In
  addition, since you are a solar customer you also receive a
  *** Energy Credit. This consists of
  banked hours which are converted into a credit after one
  year if not used at the anniversary month. Your anniversary
  month is in September, so the credit is applied towards the
  billing periods. The $80.00 credit was added to the ***
  Energy Credit of -$150.59, this resulted in a larger credit
  balance of -$227.35. We have applied the credit towards your
  bills, which leaves you with a credit balance of -$100.51.
  There is not a payment due at this time. We will apply the
  credit towards your future bills until the credit has been
  absorbed.

  Customer Answer

  Date: 02/06/2023

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

• Initial Complaint

  Date:01/25/2023

  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.

  I call to make a payment or discuss a bill. I either wait on line for hours or supposed to get a call back. Call backs never ever happen. I should get paid for the waste of time. I think they are trying to get rid of callers
  I can’t get any resolution to my bill till I personally talk to a person. Then get transferred to another department and want me to wait another 45 minutes. My time is valuable too.
  I would like to see some resolution, the computer generated stuff that takes 10 minutes to even get it to send you to a link be for a representative. HELP

  Business Response

  Date: 01/26/2023

  Mon Power response is in the attachment

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jersey Central Power and Light has not been truthful on refunding my deposit. They has lied and have not been forth coming.

  Business Response

  Date: 02/06/2023

  This customer was requested a security deposit of $118.00 on 05/10/2022 when beginning service. The customer ended service on 12/29/2022. The deposit was applied to the final bill balance and then left a credit of $103.46. The refund check was issued on 01/18/2023 and the customer was advised it may take **** business days to receive via mail. Last contact with the customer was 01/27/2022.

  Customer Answer

  Date: 03/05/2024

  The consumer considers the matter resolved.

• Initial Complaint

  Date:01/19/2023

  Type:Billing 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.

  Charging a deposit after having 4.5 years of service and no outstanding bill

  Business Response

  Date: 01/20/2023

  Good afternoon,

   

   
  The Company is following ***** regulations regarding the assessment of security deposits and considers the request valid. Although Customer makes payments they are not always on time and/or in full.  For existing Customer's, this can cause a deposit to be billed.  The deposit will be refunded to the account once the account is paid in full and on time for twelve months.  For this account, a one time waiver was given on the deposit on 01/19/23.  If payments continue to not be made in a timely manner, the deposit will be rebilled and a second waiver will not be available.

   

  Thank you,

  Customer Answer

  Date: 08/21/2023

  [BBB - Response received by phone.]

  Due to the consumer's situation, the business waived the entire deposit as long as the consumer continues to make payments on time.  The consumer considers the matter resolved.

• Initial Complaint

  Date:01/18/2023

  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.

  I am reaching out to complain about the fraud that happened to me when I recieved a bill from the utility company and after I paid they send the same bill to my apartment managment office and now my apartment managment are asking me for a payment and when I called ***** on September 2022 they told me they mailed the refund check to my apartment managment office and they refused to give me any information to track the check or to locate the check with the third party vendor so my managment office denied recieving any check and they called them multiple times and they have not given any information all what they say is they mailed the check without any proof because when I contacted the third party vendor I was told that each check comes with a referrence number so can be tracked so in case the check is cashed or lost they can track it but ***** refused to give any information even to the property manamgent when they called them

  Business Response

  Date: 01/19/2023

  The customer's information has been forwarded to a Resolution Specialist who will contact the customer and discuss their issues. 

  Customer Answer

  Date: 01/19/2023

  Better Business Bureau:
  
  
  
  I accept the business attempt for complaint ID ********, I will look forward for a solution 

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/30/2022. Black smoke was visible from our outlets, along with popping light bulbs, a pungent smells in our home, that later I found out was a result of burning wires in my walls, that ultimately led to us experiencing a power outage. The power outage resulted in a loss of multiple appliances, both small and large, hundreds of dollars worth of food , and lightbulbs. We had called ******* to come and rectify the situation. When their technicians came to my home they had informed us that this issue was a result of a bad neutral wire of theirs. The technicians told us to file a claim with ****** for all the lost items in our home. They also went on to state that since its their wire they are responsible and have insurance for the specific issues. ******** is telling me that they are not responsible for the maintenance nor are they responsible if the wire goes bad and causes damage to my home. We had to stay at a hotel for two nights, we went without heat for over a week, until we were able to replace the motor, and the control panel on our boiler. I have been told that my electric issue is not going to be repaired for a few weeks. I was also told that it is not a priority, because they put a temporary fix on my issue. In the meantime, I dont have enough power coming to my home to provide Internet. My children cannot do their homework on their laptops and this has become a major inconvenience for us all. We have lost thousands of dollars due to this issue. Im really hoping that you could help us.Thank you,******************************* Claim # ********

  Business Response

  Date: 01/13/2023

  This is unfortunately not our account.  customer has filed the complaint with the wrong company.

  Business Response

  Date: 01/17/2023

  As a matter of background: 
  
  No contacts from customer regarding this matter prior to 12/30/2022.  
  12/14/2022 and 12/22/2022, the company called the customer regarding severe weather.  Message was provided:  This is a message from JCP&L.  You are listed as a well water customer on our records.  Severe weather is forecast to impact the area within the next 24 hours, which could lead to lengthy power outages.  While we cannot predict where or when disruptions or electric service will occur, we can help you be prepared to get through an outage more easily and safely.  We are notifying you so that you can be prepared.  
  
  12/30/2022, the customer reported that they are getting surges and their outlets are almost catching fire.  Work order was created.

  Trouble-men performed temporary fix, which restored customer's voltage to 120/240.  The *************** needs to locate the fault to see where to get the *****out prior to attempting to make any repairs.  Once the *****out is approved, it will take a few days to have it completed so we can start digging.  We have other jobs schedules, if we are not able to locate the service fault, we will need to look at other options like having it direct bored.  

  
  01/03/2023, customer called customer service and filed damage claim. 
  
  01/04/2023, claim denial letter was issued.  Our investigation into this matter reflects an electrical disturbance caused by equipment failure, line.  When such disturbances occur, possible voltage irregularities or outages may result.  This condition did not occur due to any negligence on the part of JCP&L.    
  
  No contacts from customer. 
  
  01/13/2023, a JCP&L's Line Supervisor spoke with the customers and explained them that this job is on the schedule for Thursday, the 19th.  The Line Supervisor asked about the voltage in the house.  The homeowner explained the voltage is good in the house.  The customer stated everything seems to be working but the internet.  The homeowner told the Line Supervisor that in some parts of the home there is no internet.  JCP&L's Line Supervisor asked the customer to please contact their internet provider.  The customer was not upset with the schedule to locate the fault.  It seems that the customer was upset because the claim was denied, and she felt that JCP&L should replace her appliances.  The Line Supervisor explained the customer that he is not able to process the claim request, but he can make sure that a crew will be at her home to locate the fault, weather permitting.  Once the fault is located and *****out is approved, we will contact them with the date to make permanent repairs.
  
  Claim was respectfully denied.  There is no evidence of any improper conduct on the part of JCP&L or its employees. 

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last night 1/12, someone hit a pole, knocked the power out. They estimated 10pm. Power came on for 15 mins, went back off at 7:30p. 10pm came and went, no power, stated midnight. Power came back on at 11:40pm, they made their calls back to everyone stating it was restored. This morning 1/13 at 4:55a, power went off for no reason again. Whole street. It's 30 degrees, no heat, I have kids, animals, I'm 9 months pregnant, and I work from home. If it doesn't come back on, that's loss of pay for me. Power was on and shut off for no reason like it always does. We always have a problem with this company. They are the worst power company. 1.4 rating on *******

  Business Response

  Date: 01/19/2023

  Per the automated outage system, the customer called to report no lights on 01/12/23. An order was sent to the line department and an estimated time of restoral was provided for 10:00 PM. The customer called back through the automated outage system on 01/12/23 and the estimated restoral time was updated to 01/13/23 at 12:00 AM. The first outage was general restoration due to the Car pole accident.
  
  Per the automated outage system, the customer called to report no lights on 01/13/23. An order was sent to the line department and an estimated time of restoral was provided for 7:00 AM. The company's ******************* advised the second outage was to repair equipment damaged from the car pole accident, but deemed functional enough to provide power while arrangements were made for permanent repairs.
  
  Per our Tariffs, the Company does not guarantee a continuous, uninterrupted, or regular supply of electric service. The Company may, without liability, interrupt or limit the supply of electric service for the purpose of making repairs, changes, or improvements in any part of its system for the general good of the service or the safety of the public or for the purpose of preventing or limiting any actual or threatened instability or disturbance of the system. The Company shall not be liable for any damages due to accident, strike, storm, lightning, riot, fire, ************ process, state or municipal interference, or any other cause beyond the Companys control.

  Our records show service was restored on 01/13/23 at approximately 7:10 AM. 

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had several issues regarding permanent power being established from the transformer to my house. This is also not my first issue with communication on **** ******'s end. There were issues establishing contact to set the transformer as well.
  My trench was ready the afternoon of Friday, December 16th. I had informed ***** when I scheduled my appointment that the electricians would be finished the evening of Friday, December 16th and I would need permanent power hooked up the following week so she scheduled me for December 20th. They did not show up that day.
  She returned my call on December 30th that they will come out January 3rd. I asked her what had happened to my last appointment for which my trench was set for. She informed me that they were out there on Friday December 16th. It was notated that no work had begun inside of the house. I will concur I did pass an **** ****** truck that morning and I saw him as I was leaving for my appointment. He did not go up to the house but only to the transformer. The electricians were inside of my house working at that point in time and I have pictures from the end of the day with the breaker box set as well as the meter outside of the house and all the rest of it set as I have kept a trail of photos of my home's progress. I do have an email I sent to her December 30th confirming Tuesday, January 3rd. I also informed her I would appreciate a call if anything changed. She said "will do".
  She did not respond until Monday, January 9th. She informed me that someone would be out on Wednesday, January 11th via email. I told her that I needed her to call me. She did Tuesday, January 10th. I informed her I had spent 2 and a half hours cleaning out the trench again and were going to spend a minimum of that yet but it would be complete for their arrival the next day. She said they would be out the next day.
  
  No one showed up yesterday, January 11th.
  
  No one responded to my calls or emails yesterday or today.

  Business Response

  Date: 01/23/2023

  Good afternoon, 

   

  I am awaiting information from our field department in order to respond to the customers dispute. Please be advised that I will respond to this case as soon as the information comes in. 

  Business Response

  Date: 01/25/2023

  Good afternoon, 

   

   
  There was not a crew on site on 12/16.  On 12/20, there was
  inclement weather, and the crews did not go out.
  
  The trench that the customer is referring to is their service
  trench.  They thought **** ****** was responsible for installing the wire
  to the house. On 01/17/23, when the crew showed
  up and the customer was there, the crew leader explained ownership and
  responsibilities.
  
  Company
  personnel made permanent connections and set the meter on
  01/22/23.

  Customer Answer

  Date: 09/07/2023

  [BBB - Received response by phone.]

  The business resolved the matter.  

• Initial Complaint

  Date:01/08/2023

  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.

  Ive been overcharged for 3yrs from jcp&l electric company aka first energy. Ive contacted customer Service and dont get any resolution to my billing issues. We are a family of 4. Both children in school and my wife and I work full time jobs. Yet were using **** kw a month when the average usage in the nation is ***** a year. When I ask for a tech to come out and check my meter is working they say they can not send one. My last bill was $1100. The meter reader one time never got out of their car. This last one read the meter from 10feet away how is this accurate. I have camera Footage. Im at a loss with this company 1 star rating on every site how are they in business. Please do something BBB.

  Business Response

  Date: 01/17/2023

  On 11/30/2022, the customer contacted JCP&L via our website to question his usage. We responded via our website, advising that the current bill was based on an actual meter reading. The account is coded as having electric heat and an electric water heater. Things that heat and cool have the biggest impact on the usage. Electric space heaters can also cause an increase in the bill. The customer was referred to our *********** Analyzer on our website.The customer responded that he felt something was wrong. He has done everything possible to lower his bills and feels that by process of elimination, the meter remains the same one. He would like the meter exchanged. The customer was advised that as meters get older, the slower they will run. We responded by advising that we have to verify the meter reading first, before the meter can be exchanged. An order was issued to check the meter reading. The Company checked the meter reading on 12/05/2022 and confirmed that the meter reading was correct.The results were sent to the customer.
  The customer contacted JCP&L via our website to question the amount of his bill. On 1/10/2023 we responded, advising the customer that his bills are usually higher during the heating season. The customers account is coded as having electric heat. The larger the difference between the outdoor temperature and the customers thermostat setting, the harder the heating system needs to work and the more electricity it will use. The customers usage statement was sent to him.
  The customer was advised that he can provide a meter reading or a picture of the meter to verify the accuracy of the meter reading. If the meter was misread, the account would be rebilled.
  The bill in question is the customers annual budget review.We took the budget amount he was billed over the past year ($4,828.00) and subtracted it from the actual charges over the past year ($5,294.10). The customer has a debit balance of $466.10. This amount appeared on the bill in question, along with the monthly budget of $689.00 plus the past due balance of $738.00. The customer contacted the ******************** via our website on 1/09/2023 and set up a payment plan on the balance of $1,788.07 for 12-months, which comes to budget bill ($461.00) + $149.00 each month.
  We called the customer on 1/12/2023 and 1/13/2023 to discuss this with him. Messages were left for the customer to return our call. The customer has not called us back to discuss this yet.

• Initial Complaint

  Date:01/06/2023

  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.

  I over paid my electric account. I was told a refund was mailed out by a company that does there refunds ( ***** ******) . I called First Engergy/*** ** and verified my info all was correct. They sent me to this ***** ****** who says my infromaiton is not correct and was sent to them directly from *** **. I was told to call *** ** and confirm my informaiotn which i did 3 times and it is correct. I was Transfered again to ***** ****** who said its still not correct. I have done this prcoess 4 times now with 2 hours of work. *** **/ First engery will not get on the phone with them and ***** ****** will not send me a refund. Lost $304 here

  Business Response

  Date: 01/09/2023

  Based on account documentation, ****** ***** has two residential active accounts in her name:  One account for service at *** * ***** *** ******** ** ***** and another account for service at ** * ***** *** ******** ** *****.  On 11/25/2022, a bill was issued for service at ** * ***** *** ******** ** ***** for $304.21 (past due amount of $193.13 plus current charges of $111.08 due by 12/15/2022).  Account numbers are provided on the bills.  
  
  Please, note: The service at ** * ***** *** ******** ** ***** was in the name of ****** *****'s husband until 09/05/2022.  On 12/15/2022, customer made payment of $304.21 on final account.  On 12/17/2022, due to final account, the credit of $304.21 was automatically marked to be refunded. 
  
  No contacts from customer from 09/02/2022 to 12/20/2022.  
  
  ****** did not cause payment issue.  Customer made payment of $304.21 on wrong account.  On 12/20/2022, ****** ***** contacted the company regarding service at ** * ***** *** ******** ** ****** 
  Customer made payment of $304.21 on her husband's final account on 12/15/2022.  On 12/17/2022, due to final account, $304.21 was automatically marked to be refunded.  It could take up to 4 weeks to receive refund.  12/20/2022, customer made a payment of $304.21 on her active account for service at ** * ***** *** ******** ** ******  
  
  ***** **** (third-party vendor) remits and manages most refunds on behalf of ******.  Pre-paid card was issued 12/27/2022.  On 01/06/2023, a representative called the customer.  No answer.  Message was left.  
  As of 01/09/2023, the pre-paid card has not yet been activated. Tell us why here...

  Customer Answer

  Date: 01/10/2023

   I am rejecting this response because:
  

  Yes the is all correct. The problem is I never got the refund. I called your refund company who was sent the wrong address for the refund to your refund process place. They said they were provided this address by your company. Since I cant verify a wrong address the wont speak with me regarding the refund. I called your company back and asked for help maybe a 3 way call to confirm address or help with refund. I was denied help 3 times.