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:12/30/2022

  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.

  power out in sub freezing weather for 24 hours, needed to get a hotel room for my family, also i have a cpap machine i need to use, i want to be reinbursted for the motel

  Business Response

  Date: 01/03/2023

  12/19/2022 customer did file a claim with company; however, JCP&L cannot guarantee access to electricity 100% of the time and cannot prevent outages cause by or resulting from storms or weather related event, or non-preventable /sudden and unforeseen occurrences that are out of the company's control.  The company cannot / does not accept any responsibility for loss or damage cause by or resulting from storms or service weather related outages, or non-preventable /sudden and unforeseen occurrences that are out of the company's' control.  

  Customer Answer

  Date: 01/05/2023

   I am rejecting this response because:
  
  
  i was an issue that should have been taken care of weeks before the outage and could have been avoided if they fixed the problem from the start

• Initial Complaint

  Date:12/21/2022

  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.

  In December 2022, I called to attempt to speak about transferring the responsibility of electricity to me (from landlord), whatever that *** entail. I was met with an automated phone system that has two core issues:1. Limited options leading you anywhere but a human, including locking you into a menu requiring an account number or associated phone number, which is problematic in my case, as I was not an existing customer.2. A specific menu system sought to sign me up for service, despite wanting to inquire first about the language the landlord gave me of "transferring" service. The main issue, though, is the requirements of PII like a SSN and address to be stated over the phone; this is a highly insecure and outdated practice that leads EVERY customer who uses it to potential identity theft.After 8 calls, and a record 5 "representative" commands, I finally reached a human who immediately put me on hold and transferred me to another human. This one finally solved my issue after an hour of attempting to solve it.My conclusion is that the Potomac Edison Company does not care for it's customers so much as their bottom line, and they will do what they can to funnel you into their service despite never identifying that they are providing the right service.

  Business Response

  Date: 12/29/2022

  Company records show the customer established new service with the ********************** effective 12/20/22.
  The company offers several options to apply for new service. A move in for new service can be completed via the company website or by phone.
  By web the customer can select ***************** which will provide options to start service if you are a new or previous customer and need to open a new account. 
  When contacting the company by phone, the customer should speak to the *** (interactive voice response system) in phrases depending on the customer's needs. For example, the customer could've said for this need, "move in" or "start service" or "transfer service".  The *** will attempt to complete the move in with the customer before transferring to a customer service representative. The *** is designed to assist the customer with the different ********************** processes and direct the customer to the correct departments.  The customer has the option to request a customer service representative at any time during the call but if the *** does not have enough information from the customer yet to determine the correct department the call could end up being transferred again.
  
  The company does review the *** and Web processes to make improvements as needed. Your concerns have been forwarded to the company IT department.

• Initial Complaint

  Date:12/19/2022

  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 electric company, Penelec, is performing a maintenance shut down of our electricity on December 28 for 10 hours. Starting at 7:00 in the morning until 5:00 pm. The temperature is to be 14 degrees during the night of December 27. That means when our electricity is shut off, it will be maybe ***** degrees outside. Our house will get cold very quickly. We have no backup heat and are very concerned about pipes freezing. I did call the company and they said it is already scheduled and cannot change it. My question to them was, why couldn't it have been done in the fall when it was warmer? Also, my children will be home from school that day. It seems as if there wasn't any common sense used in making the decision to cut power to many residents in December, when it is very cold outside.I am extremely upset with this company and am very concerned about this electricity shut down.Thank you.

  Business Response

  Date: 12/21/2022

  A planned outage is scheduled for 12/28/22 from approximately 7:00 AM - 5:00 PM. The planned outage is to upgrade our facilities, for enhanced circuit reliability for our customers. We are replacing a pole, so it is structurally sound without cause for concern and installing insulators to help prevent any shorts and outages for the future.
  
  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.
  
  As a company we understand that there are no convenient times to take a power outage.  The purpose of notifying customers of the outage is so that customers who require power can make other arrangements such as generators or an alternate location.  This outage is necessary for us to complete our work safely.
  
  In the event of an unforeseen emergency or inclement weather, the planned outage would then occur on 12/29/22, during the same time frame.

  Customer Answer

  Date: 12/21/2022

   I am rejecting this response because:
  
  This is an unacceptable time to be cutting power to our residence. We do not have an alternate solution because we dont have a generator and cannot leave our home during the outage because of our business. We also have several pets that we are unable to take away from our residence. In addition, the temperature is to be 15 degrees the morning of the outage which mean our pipes could possibly freeze and burst.

  Business Response

  Date: 12/27/2022

  As stated previously, we understand that there is no convenient time to take a power outage. However, the planned outage is needed in order to replace a pole, so it is structurally sound without cause for concern and installing insulators to help prevent any shorts and outages for the future. This outage is necessary for us to complete our work safely.
  
  In addition, the temperature is forecasted to be 44 degrees tomorrow, with the morning temperature forecasted to be 25 degrees and forecasted to be 32 degrees by 10:00 AM. Unfortunately, the planned power outage cannot be re-scheduled.
  
  In the event of an unforeseen emergency or inclement weather, the planned outage would then occur on 12/29/22, during the same time frame.

• Initial Complaint

  Date:12/16/2022

  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 recieved a letter from Toledo Edison stating that my payment of $22.15 was not deducted from my account as my account was closed with bank and I had a $15.00 return check charge added. I contact Toledo Edison as my account is not closed with the bank and they had deducted my full payment as stated by my bank account on Oct. 24th of my full bill of $55.97. I called and spoke to representative on 10/31/22 who stated that this letter had nothing to do with my account it was for a "totally different account" and that my check and bill stub ended up in another envelope. She stated she removed charge and updated my account information. The next month I received a bill in November showing I had a balance on my account of the full bill of $55.97 from previous month plus what I owed for that month. I called and spoke with customer rep who stated the "my payment of $55.97 was put on another account". I only hold one account with this company so it was put on a random persons account. Again stated my check and bill stub ended up in wrong envelope wiht another customers. She stated that the back office would remove the charge, and that I should ignore the balance and just pay the previous month charges of $41.51. I paid the previous month and Toledo Edison took this out of my account on 12/2/22 in full. Then I received my bill still showing that I have a previous month balance of $54.90. I have always paid this company in full every month. I beginning to think that Toledo Edison is either running a scam to make customers who pay their bills pay for other customers who do not. Or the company has someone working for them who is scamming customers and paying other accounts with customers who pay. I am calling Toledo Edison again today to see if this can't be corrected, but after 3 months of them promising it will be corrected , it never is, I would like the BBB to get involved and help settle this matter and look into whatever is going on in this company. Thank you.

  Business Response

  Date: 12/20/2022

  Good afternoon,

   

  Two payments mis posted in the system.  A payment of $22.15 posted to this customer's account in error.  This payment was returned.  The customer's payment of $55.97 posted to the incorrect account.  The company removed the payment of $22.15 and posted it to the correct account.  The returned payment fee was also reversed.  The customer's payment of $55.97 was removed from the incorrect account and posted to the customer's account.  The bill is correct as rendered.

   

  Thank you,

• Initial Complaint

  Date:12/08/2022

  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 am part of the pipp plan with my electric bill , I have not received a bill in 12 months today I walk outside to a paper saying final disconnect notice says date prepared over a week ago but it was hand delivered, last I heard it said they were transferring us to first energy company, not o ly have I not been paid from the lawsuit from the money they scanned out of me , now they are saying I am going to be without lights right before Christmas, I haven't got a bill in a. Year nothing ,

  Business Response

  Date: 12/09/2022

  This customer was enrolled in PIPP 11/13/2020
  and was removed from PIPP effective 01/12/2022 due to Failure to reverify.  If the customer has questions regarding PIPL
  they would need to contact Dollar Energy at 888-282-6816.

  The
  customer enrolled in eBill (paperless billing) on 12/26/20 providing an email
  address of [email protected].  Instead of receiving paper bill statements
  the Customer can view their bill statements online at www.firstenergycorp.com.

  On 02/27/22
  the customer requested a Forgot Password link for their online account.  On this same date the customer changed their
  password from this link.

  
  The customer
  can cancel their eBill enrollment at any time.  After they log in to their online account, on the My Account page under the Billing and Payment Options section, they can click the Cancel link beside eBill Paperless
  Billing.  The customer will be taken to
  an eBill Cancellation page,
  where they are asked why they are cancelling eBill.  They will receive a confirmation email when
  their eBill enrollment has been cancelled and begin receiving paper bills
  through the postal mail starting with their next billing cycle.  They can contact the Company and speak to a
  representative to cancel eBill enrollment.
  
  The
  Company is unsure of what notice the customer is speaking that was delivered to
  her as a notice is not found to be left at the property or delivered to the
  customer.  If the customer could supply a
  copy of the notice that was left this could be further investigated.
  
  Unsure of
  what the customer is speaking of regarding being transferred to First Energy
  Co.  If this is regarding a supplier, the
  customer was enrolled with NOPEC as their supplier from 06/10/22 to 09/12/22.  A letter was sent to the customer on 08/30/22
  advising of the end of the contract with NOPEC and that CEI (a First Energy
  Company) would become their supplier.  Currently
  the customer does not have an alternate supplier on their account. Copy of
  letter attached.  
  
  Unsure of what the customer is referring
  to regarding a lawsuit.  The customer should
  contact the Company and speak to a representative regarding this concerns they
  have.
  
  
  The customer has not contacted the
  Company to discuss their concerns/issues regarding their bills, past due
  amounts or not receiving their bills.  Please
  advise the customer to contact the Company and speak to a representative so the
  Company can have the opportunity to resolve the customer’s concerns/issues.  

  
  As information, the last payment received on the account from the
  customer was 10/13/21 for $50.00.  Account statement attached.

• Initial Complaint

  Date:11/30/2022

  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.

  My entity, ****** ******** *** sold real property located at *** * ********** **** ********** ** ***** to ******* ********** *** on July 29, 2022. On August 1, 2022 I called Ohio Edison to stop electric service in the name of ****** ******** *** to the property for both electric meters (*** and *** ***) due to sale of the property. On November 30, 2022 I was contacted by Ohio Edison via automated notification that the electric service would be terminated due to nonpayment. I called Ohio Edison to inform them again that the property was sold on July 29th and that I ordered the service to be stopped on August 1st, 2022. They informed me that the service for one of the electric meters (*** ***) was still active in ****** ******** ***'s name. I was transferred and placed on hold on four occasions ultimately being connected to "*******," who informed me that the electric service would continue to be in my entity's name until the new owner called to start service. It was determined that the new owner did in fact call to start service in their name (date not disclosed to me) for *** * ********** but according to Ohio Edison, the new owner didn't specify both meters (*** and *** ***) transferred into their name. I explained to ******* the frustration I have with Ohio Edison for their lack of business ethics and diligence in ensuring that both meters were transferred into the new owner's name. I was told that there was nothing they could do and that my entity will still be responsible until the new owner calls in again to specify the other meter (*** ***) also needing transferred. Moreover, the property is supplied by both meters - this isn't two properties so there's little room for confusion on the part of the electric company. They are the party responsible for naming the meters not the owners and should be aware of the number of meters located at the properties they service. Additionally, my entity has not received a single bill for the property past the closing date.

  Business Response

  Date: 12/06/2022

  Good morning,

  A company representative contacted ***** **** ******** *********** ***. (New owners) and spoke to the maintenance coordinator. The maintenance coordinator agreed to place service in ***** **** ******** *********** *** effective 8/1/22 at *** *** * ********** **** ********* **** *****. Effective 7/31/22, service has been taken out of ****** ******* *** name at both *** *** * ********** **** ********* **** ***** and *** * ********** **** ********* **** *****.

  
  Thank you.

  Customer Answer

  Date: 12/06/2022

   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:11/29/2022

  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 been trying to get power at a new construction site through monpower. I first put in my request on 8/10/2022. I was told an engineer would contact me in a week. After waiting a month, I finally called customer service and was given the engineer’s number. I called the number for a week straight before getting an answer or call back on 9/6/2022. I turned in my inspection and right of way 10/26/2022. I tracked the inspection on first energy’s website to be sure it was received. It was marked as received. I was told it would be 4-6 weeks for my power to be connected. I called 11/29/2022 to get an update, and I was never even put on the list to receive services. They said another engineer would be out to look at it. The trees have already been cut, and there is no need for another engineer. I need my power turned on as I have been paying a house payment for three months without being able to live in the house on top of my current rent. I cannot wait another six weeks for power.

  Business Response

  Date: 11/30/2022

  08/10/22 – ******* ****** contacted Company for new service
  install for 200 amp all electric home.  Work order issued
  10/26/22 - Mon Power received the electrical inspection. Her
  job will require a new line extension to be built of ~600’.
  Construction crew has her job tentatively scheduled for the
  week of 12/12/22.

  Customer Answer

  Date: 11/30/2022

   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:11/22/2022

  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 11/21/22, the illuminating company was sent our inspection report NUMEROUS times by the inspector. By direction of SafeBUILT inspectors, we called the illuminating company to follow up on our report being received. We called every hour on the hour for an entire day. Each time, we were hung up on, disconnected from our hold, or given incorrect information. We were given direct lines to designers and schedulers who never answered their phones, ignored our calls, and who are out of office until 11/28/22. This is an emergency request, as we do not have any power in our residence and will be living there as of friday, 11/25/22. After 24 hours of trying to contact the illuminating company, we finally got through to someone who bothered to help, and were told we could not have our power re-connected until 11/28/22. It is 30 degrees inside and outside, our pipes are on the brink of freezing, and we cannot live in our home. Upon finally claiming to receive the inspection on 11/22/22, and after 24 hours of trying to contact the illuminating company, we finally got through to someone who bothered to help, and were told we could not have our power re-connected until 11/28/22. It is 30 degrees inside and outside, our pipes are on the brink of freezing, and we cannot live in our home.

  Business Response

  Date: 12/01/2022

  Good afternoon, 

   

  The customer was most likely disconnected illegally by an electrician to upgrade the service, and the proper channels of requesting/scheduling a disconnect/reconnect were not followed. The customer expected reconnection as soon as inspection passed.
  
  Disconnect/Reconnects are scheduled within 3-5 business days.  On 11/22/22, the company received the inspection.  On 11/23/22, the customer was connected and had power.

• Initial Complaint

  Date:11/16/2022

  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.

  Please stop the frequency of power outages. Cut down trees, branches, etc. my neighborhood goes out constantly but our lines are underground. Take care of the lines coming into our neighborhood!

  Business Response

  Date: 11/18/2022

  A JCP&L Engineer called the customer on 11/18/2022 and left a voicemail explaining that we are following programs to help with the reliability of the circuit. The Engineer gave the customer the schedule and explained their cycle. Additionally, were targeting their circuit to be analyzed and field inspected in the next week or two to identify problems that *** have been overlooked by the programs. The Engineer is going to create a work request to address them.  The Engineer left his phone number for the customer to reach out to him. The Engineer thanked the customer for being part of our electrical grid and we most definitely appreciate their business.  

• Initial Complaint

  Date:11/08/2022

  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.

  ok from April to September of this year my electric bill has not been very much do to pecap and budget billing pecap is through the state and budget billing is through the penelec co from welfare anyways my bill was not very much anywhere between 30 and 40 dollars then all of a sudden in October my bill was 96.36 so i called penelec and asked them why my bill was so high they said the rates went up well i talked to my neighbor and huis rates went up 3 or 4 dollars and my rates went up 60 dollars and there is no way in the low-income housing where i live that our places we live use that much energy i got recertified last month for pecap so i would loose my benefits and penelec i want a full refund of the money they took from me pays 83.97 towards my electric bill and all this time when i would pay my bill using my debit card I would pay the bill plus what was in the summary as well so my total was always 0.00 and penelec said they had accual readings but my neighboe said he only see a penelec truck out this month to ready meeters never any other time and on my bill it said accual reading so i dont see how it could have been an accual reading when they were never seen out around my apartment complex to do reader meetings i have the proof that i have paid all my bills in full and they are saying i owe them over 200 dollars when in fact i paid my bill plus what was in the summery was well i want a full refund of the money they scamed me out of andd my rates returned to normal and not at 60 precent when i know for a fact thart not what the rate is

  Business Response

  Date: 11/18/2022

  Penelec obtains daily meter readings remotely. Penelec is not required to visit the property to obtain these readings, so a truck will not be seen monthly. 
  
  Customer's budget amount is based on a 12 month average bill that is reviewed every three months, and adjusted as needed.  An adjustment in the Customer's monthly amount could be the result of a change in usage,  in their actual cost of service, or extreme weather conditions. In this case, the customer's budget increased from $117.00 to $178.00 due to the usage at the location. Not only did rates increase, the customer's electric usage has increased. This increase is shown on the monthly bill. This increase also led to an increase in the PCAP credit the customer receives every month. 
  
  The customer contacted the company on 11/09/2022, advising she paid the $94.03 but that the company did not credit it to her account. The company did not receive this payment. The customer advised sent a money order via mail. The next day, 11/10/2022, the company received payment for $94.03 in the mail. This payment was correctly applied to the account. The company has not requested a payment of $200.00 from this customer. The current balance due is $56.36 due 11/22/2022. 
  
  No adjustment or credit will be issued to this customer. The bill is correct as rendered.