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

• 

  Jersey Central Power and Light Co.

  331 Newman Springs Road, Bldg 3 Red Bank, NJ 07701

• 

  Jersey Central Power and Light Co.

  331 Newman Springs Road, Bldg 3 Red Bank, NJ 07701

• 

  FirstEnergy Corp.

  PO Box 167 London, OH 43140

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:11/02/2022

  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.

  Moved into ******* ***** Apartments in June 2022. Since move in, I have consistently used the same amount of energy and electricity, but Potomac Edison is claiming I have doubled/trippled my usage. I am in a 1bed/1bath apartment. I have no appliances plugged in, the air has been on cool at a consistent temperature, and I unplug anything that is in use. It is not feasible to charge someone $300-600/ month to provide energy for a 1bed/1bath. Potomac Edison refuses to send out technicians, so I have to perform the breaker test myself and with my buildings maintenance. Even after this, it was found that I was NOT using as much electricity as stated in my bill. Potomac Edison is lying about my KWH usage, and overcharging me. I expect each bill to be around $177 as it was during the first month. If this is not corrected, I will be forced to terminate my lease and locate another apartment that has a different energy company.

  Business Response

  Date: 11/02/2022

  The customer started service at the location 6/14/22. The
  property is electric including electric heating.
  
  Even though the customer has the heating/cooling set at the
  same temperature inside, the temperature outside is changing and therefore
  increasing consumption.
  
  An increase in the electric bill
  does not necessarily indicate the bill is incorrect.  The utility is
  responsible for the meter equipment and meter readings.  The
  utilities responsibility ends with the meter.  The customer is
  responsible for the efficient operation and maintenance of all household
  appliances and equipment.  There are several conditions that can
  impact customer usage.  For example, December, January and February
  are traditionally higher gas and electric usage months due to customers heating
  their homes.  Similarly, June, July and August are high electricity
  months due to the added use of air conditioning and fans to cool the
  home.  A breaker test would alert the customer to any
  equipment/appliance that may not be functioning properly and using more
  electric service.
  
  

   

   

  The customer started service at the location 6/14/22. The
  property is electric including electric heating.

  Even though the customer has the heating/cooling set at the
  same temperature inside, the temperature outside is changing and therefore
  increasing consumption.

  Potomac Edison schedules and reads
  their residential meters on a bi-monthly read cycle. We render bills monthly. The
  interim monthly billing issues based on an estimated usage calculation. Per our
  ******** Commission approved Tariff Section ******* ***.
  The meter has been read bi-monthly as scheduled and the
  meter has been read properly. The actual reading following an estimate will
  pick up any difference if over or underestimated.  The customer has the option to provide a
  customer reading on the estimated months. The bills include a bill message
  advising of if the next reading will be estimated or actual and the dates to
  call in a customer reading if the next meter reading is scheduled to be
  estimated.
  
  Potomac Edison offers a budget plan
  also known as The Average Payment Plan. The Average Payment Plan is a budget
  billing program for residential customers. The APP is available to residential
  customers to ease the budgeting of their utility bill. This plan allows the
  customer to pay approximately the same amount each month in an effort to level
  out the high/low seasonal billings and also so the customer will not have to
  pay the total bill amount at that time. The APP amount is calculated based off
  the recent twelve-month consumption history at the location and may adjust
  monthly based on the customer’s consumption. There may be times during the year
  that the monthly APP amount is more than the current actual charges and then
  times the monthly APP amount is less than the actual charges. There is a
  year-end APP anniversary review. At the anniversary review any remaining
  balance (difference from being on the budget which could be a credit or debit)
  will be divided over the next 12 bills and added or subtracted (if credit
  balance) to the APP amount.  This
  prevents the customer from possibly having to pay a lump sum at the anniversary
  review. The customer may contact the company to enroll.
  
  There is no indication the billing is incorrect, or any adjustments
  are required.  

• Initial Complaint

  Date:10/31/2022

  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.

  Hello, My name is **** ********. My electric service has been turned off. I need help. Would greatly be appreciated. Thank you, **** ********

  Business Response

  Date: 11/09/2022

  This service was terminated for nonpayment on 09/20/2022. The customer self reconnected the service which resulted in meter removal. The customer has been advised multiple times that a payment of $1373.00 and an electrical inspection are required prior to service restoral due to the service tampering causing a potential safety issue. Customer can contact customer service to review service requirements again, if necessary.

• Initial Complaint

  Date:10/27/2022

  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.

  They opted me into a service (nopec) that i did not approve. I was double charged my normal rate and then when i contact them to get it straightened out, i was hung up on and sent back to the main menu to wait another 20 min.

  Business Response

  Date: 11/01/2022

  Company records show the customer's account was enrolled with NOPEC NextEra effective September 15, 2021, through Government Aggregation. A rescission letter was mailed to the customer by The ***************************************** (CEI) August 27, 2021. The letter explained the enrollment to NOPEC - NextEra and advised to contact CEI if he did not want to change suppliers.  CEI has no record of the customer contacting the ******************** to rescind the enrollment. A copy of the letter is attached. In addition, the monthly billing statement included a separate line-item detail for the charges by NOPEC NextEra, however no contact from the customer disputing the charges or enrollment with NOPEC NextEra until October 27, 2022. Notification was received from NOPEC September 22, 2022, that they were cancelling as the customer's supplier. The minimum length of time required for a supplier to process a cancellation is 12 days in advance of the scheduled meter read date. The next meter reading was October 12, 2022, so the drop was effective October 12, 2022. Any disputed charges from NOPEC NextEra would need disputed with NOPEC NextEra.

• Initial Complaint

  Date:10/21/2022

  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 the morning of 27 September 2022, I was awoke at 6:45 a.m. by Penelec workers digging up my yard. First off, we had no prior knowledge to the work that was being done. There was a work truck in the middle of my yard and there was a telephone/ electric pole being replaced. It was being replaced not to power outage or a electric issue just for age of pole. They marked the pole in July of 2021 for replacement. Penelec did not inform us either by email, letter or phone call that they would be starting repairs on such date and time. By doing so they put 2 45 foot ruts in the yard and left them as such. The yard is a well maintained yard and we can not mow our grass in that area which in turn puts us in violation of the brough in which we live. Also by not informing us that they would be replacing the pole and shutting off power we did not have the opportunity to kill the main in our fuse panel. When power was restored with the washing machine was in operation and blew out the panel in our new washing machine. It also took out the main capacitor in our oven. Of course this has added financial burden in which we are incurring. We called Penelec several times and they finally stated they would start a claim. However after the third week they will not return our calls or inform us of what they are doing to remedy the situation. We have to take our clothes to a laundry mat to take of the laundry in the house for 4 people. We have not purchased another washing machine as this is a new model and we have contacted the manufacture about the warranty. Do to the reasons above they will not be covering repairs and again additional costs will occur. The oven was repaired after part was ordered and came in for the oven and at this point there is no issues with the oven thankfully as it is 2 years old however if it does let us down it will not be covered under the warranty as well. We could turn in a homeowners claim but again we will be out the costs of the ded.
  :

  Business Response

  Date: 11/02/2022

  On 09/28/22, the customer contacted the company regarding
  damage to their yard. The customer reported that a company truck drove in her
  yard to replace a pole and damaged the yard. The customer stated that they were
  told someone would be back to fix the yard, but this is unacceptable. A damage
  claim was created to investigate.
  
  On 09/29/22, the company contacted the customer and left a
  message providing her with the claim number, the claim representatives name,
  and phone number. At that time, the Claims Representative informed the customer
  that an investigation would need to take place and a letter would be sent after
  the investigation is completed.
  
  On 9/30/22 and 10/3/22, the company received two phone
  messages from the customer. The claims representative was on vacation both
  days.
  
  On 10/4/22, the claims representative spoke with the customer
  who informed then informed the representative that the washing machine was not
  working and that her son had to come home and check his computer to see if it
  was damaged. The claims representative informed the customer that she was
  waiting to hear back from the district supervisor for additional information.
  
  On 10/19/22, the company issued the attached letter in response
  to the customer’s damage claim. The letter stated that the claims department
  received and investigated her claims. Regarding the lawn damage, the company’s
  district office reviewed this matter and agreed to have district personnel, or
  a contractor, come out and make repairs. In response to the oven and washing
  machine, the company’s district office reports that the word done on 09/28/22
  went without incident.
  
  The company is committed to providing customers with safe,
  continuous, and reliable service within reasonable limits. However, Penelec is
  not required to provide customers with uninterrupted power supply and does not
  accept responsibility for damage or loss caused by or resulting from storms or
  severe weather-related operating problems, or nonpreventable/ sudden and unforeseen
  occurrences that are out of the company’s control.
  
  As a result of the investigation conducted on this matter,
  there is no evidence of any improper conduct on the part of the company or its
  employees and cannot honor the claim. The customer may want to consider filing
  a claim with their insurance company.
  

• Initial Complaint

  Date:10/11/2022

  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.

  Improper Shut Off. Request waive reconnection fee.

  Business Response

  Date: 10/13/2022

  Company records show the customer had service at ****************, ********************** Heights. The account was past due, resulting in a disconnect notice being issued in the amount of $351.01 due by 8/12/22. Payment was not received, resulting in the service being disconnected for non-payment 8/17/22. The total to restore service is $400.01, which includes a reconnection fee of $35.00, which the Company will not waive.

• Initial Complaint

  Date:10/11/2022

  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.

  Have had low electric bills for months, kept a credit on my personal account for my home, just received a bill for over $650. When I contacted the company was told that my meter had been replaced (without my knowledge) in June and now they are back billing me for assumed usage for 4 months. When speaking to the rep(*****) she gave me an average monthly usage of $125, in doing the math on the phone alerted her the 4 month total would be at least $150 less than my bill, she then informed me some months had more usage than others...How is that possible if it is assumed measurements? Now I have an enormous energy (Back bill). The company did not alert me of any of this going on, not any underpayment, not a meter change on my home, not any back billing due to the issue. They slapped me with an astronomical bill and let me call to find out why. Absolutely disgusting practices. DO BETTER JCP&L.

  Business Response

  Date: 10/13/2022

  A billing investigation has been initiated on the customer’s behalf with a Resolution Specialist who will investigate, contact the customer and discuss their billing concerns.

  Customer Answer

  Date: 10/13/2022

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, this complaint has not yet been resolved. However, I look forward to the electric company contacting me directly. Thank you.

  ******** ******

• Initial Complaint

  Date:10/07/2022

  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.

  Approximately 4 months ago My one account went up considerably. At first, I thought it was because of a NOPEC increase , which was partially true . Fast forward several months to the most recent billing with AEP as the supplier , and it was still very high . The problem is during this latest billing cycle , I didn't have any work because of lack of supplies. Two and a half weeks with nothing on , and I still got high usage. I contacted Ohio Edison through their online site and the only response I keep getting is playing games . 3 response's and each time they just keep saying to provide { something else} when I have given them all the info needed and a copy of my bill . I want the meter replaced because obviously it's faulty .
  I just went through a similar situation with Dominion Gas for 3 months , until they finally fixed their bad equipment ,instead of blaming me.
  This is the fourth time in my life I've had to deal with Ohio Edison for something I haven't done , I don't have the time or money to waste trying to contact a company that doesn't have to answer to anyone .
  There is no way the meter is functioning correctly given the recent activity this past billing cycle . You can see on the attached statement when the usage supposedly went up . There is nothing different here , nor new.
  If anything I have had less work in the last 4 months . I need help.

  Business Response

  Date: 10/17/2022

  Good Afternoon, 
  
  
  As a matter of background:
  This is a Commercial account. 
  
  
  On 02/02/17, the customer enrolled with NextEra Energy, an alternate supplier. 
  
  
  Ohio Edison has no control over a supplier or a supplier's charges/rates. It appears that the customer was enrolled in a variable rate with NextEra Energy. 
  
  
  The 08/02/22 bill, for the timeframe of 06/28/22 to 07/28/22, the supplier charged a rate of .120000. The bill detailed $372.74 ($92.66 OE charges and $280.08 NextEra charges) due 08/23/22. 
  
  
  On 08/29/22, the customer ended service with NextEra Energy. 
  
  
  The 09/01/22 bill, for the timeframe of 07/29/22 to 08/29/22, the supplier charged a rate of .120000. The bill detailed $367.82 ($91.34 OE charges and $276.48 NextEra charges) due 09/22/22. 
  
  
  On 08/30/22, the customer enrolled with AEP Retail Energy, an alternate supplier. 
  
  
  The 10/04/22 bill, for the timeframe of 08/30/22 to 09/28/22, the supplier charged a rate of .08995. The bill detailed $274.55 ($88.17 OE charges and $186.38 AEP Energy, Inc.) due 10/25/22. 
  
  
  On 10/03/22 and 10/06/22, ****** ********* contacted the company via the website regarding billing concerns. Both times, the company responded:  
  Thank you for your request. We are happy to assist. Please verify your position with the company, Acorn Rubber. Once we receive this information, we will be happy to assist you.
  
  
  On 10/10/22, the ****** ********* contacted the company via the website regarding billings concerns. The company responded:
  We are happy to provide additional assistance. Based on your reply, it does sound like you are the owner of the company. We ask for this information to verify that the customer can speak on the company's behalf and for documentation purposes. We do appreciate your patience. Upon review of the account, we did want to advise that your current supplier, AEP Energy, Inc., is charging more per kWh than you would be billed from Ohio
  Edison. Currently, AEP Energy, Inc.'s rate is $0.08995 per kWh. Ohio Edison's rate is $0.05748 per kWh. This is one of the contributing factors to the higher billed amounts. If you no longer wish to receive your generation from AEP Energy, Inc., you must contact them at 1-866-258-3782 to discuss your contract and their cancellation policy. Ohio Edison is not responsible for any fees associated with this cancellation. If you choose to cancel, Ohio Edison will automatically become your default generation supplier, unless you select another alternate supplier. It can take one to two billing periods after your request before the supplier is removed from the account. If you prefer that we cancel your supplier agreement, please confirm your request for cancellation by replying to this email. Your cancellation will be processed within three business days of your reply, and the supplier will be removed from the account within one to two billing cycles. We will send you a notification letter and a confirmation email. Ohio Edison is not responsible for any fees associated with this cancellation. For more information about customer choice, go to www.firstenergycorp.com/customerchoice or visit the Public Utility Commission of Ohio's website at www.energychoice.ohio.gov. We do show that your bills have been based on actual readings. If you believe the most recent actual reading was incorrect, you can reply to this email with your meter reading, or with a photo of your meter and we will review the reading. When providing the readings, we will need three separate numbers, the kWh amount, kW, and kVAR. If necessary, we will recalculate the current bill based on your reading. If our reading was accurate, you will not notice any adjustments to the bill. The kVAR is referred to as “reactive” power. Power drawn by capacitive and inductive (magnetic) loads such as motor fields, induction coils and magnetic lighting ballasts. Demand, or kW, is the rate at which electricity is delivered at a given instant or averaged over some period of time. When analyzing the bills, your demand and KVR are comparable each month, which contributes to the bulk of the bill. Your account is on the GS rate and this is a requirement for this rate category. You can view this information in our tariffs. Please follow the steps below for tariff information: 1. Go to www.firstenergycorp.com. 2. Select your electric company from the “Electric Companies” dropdown menu. 3. Select “Tariffs” lower right corner of the page under General Information. We do have tools available to better assist you in analyzing your usage. We would advise that you complete our Business Energy Analyzer. Although we cannot explain exactly what is using this amount of energy, you can receive a customized energy audit of your business which is designed to help you save on energy cost. Simply, log onto our website, www.firstenergycorp.com, and click the "Usage History" tab located on the left-hand side of the screen. A graphic link will then be available for the Business Energy Analyzer towards the bottom of the page. This helpful tool will analyze your business’s usage to find out how to make it more energy efficient. We hope this information is useful. Please let us know if you have any additional questions.
  
  
  On 10/10/22, the ****** ********* contacted the company via the website stating:   
  I am not ignorant . I do realize several months ago NOPEC raised their price . That is why it was switched to AEP I did not see an option for Ohio Edison on any comparison charts. That was only 1 percent of the problem , as the last billing reflects . I was out of materials for over 2 weeks during the last billing period , so my usage was minimal at the most . Yet I was billed for high usage , that's when I realized it was a faulty meter . It doesn't matter what i go read on the meter, because the meter is FAULTY . This obviously started several months ago with the higher reading , supplier cost aside . Your meter is faulty , please come out and replace it. Please stop stalling and playing games with dumb dumb email responses . So I just looked again , Ohio Edison is not listed as a choice , nor is there anything even close to the ,05 price you stated. More Fluff and lies , please clarify because I can't find the price you give anywhere ,not even the links you provided .
  The company responded:
  We are happy to provide additional assistance. First, to touch base on your questions concerning Ohio Edison's supply charge, we would not be considered an alternate generation supplier, and so would not be on the lists provided. We are the default supplier, and as previously advised, our rate is currently $0.057481 per kWh. Please be advised that our rate is variable, but our price to compare is based on the fair market value and
  is approved by the PUCO. We would be happy to open a ticket for a meter test at your property. Please be advised, however, that when meters no longer function correctly, the meter typical registers less usage and not more. When performing the meter test, we will remove the existing meter from the property and test at a centralized meter test shop. The meter will be replaced with a meter that has been tested and accurately registering usage. The test will be completed within 21 days and you will be notified of the results by our Front Office Follow Up Team. If you would like to move forward with the meter test, please let us know in a reply email. Thank you for your patience.
  
  
  On 10/11/22, the ****** ********* contacted the company via the website and stated that yes, he wanted the meter tested. A representative processed an order to have the meter exchanged/tested. Once the results are back, the customer will be notified of the results. 

• Initial Complaint

  Date:10/01/2022

  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.

  I called FirstEnergy customer service on August 25 and told them I wanted opted out of ***** immediately. They did not opt me out. I requested a refund for my August charges from *****. I have received no credits to my bill. I just received my September bill and I have not been opted out of *****. ***** has charged me again. When I call *****, they advise the "only way" to opt out is to notify FirstEnergy. I have already done so. These two entitites have overcharged my electric service for months without recourse.

  Business Response

  Date: 10/05/2022

  Company records show the
  customer enrolled with ***** Next-Era January 31, 2017. A request to drop ***** Next-Era was received August 18, 2022, however, it takes 1-2 billing cycles to
  end depending on when the next billing date is scheduled. The customer ended
  enrollment with *****- NextEra effective September 27, 2022. 

  Customer Answer

  Date: 10/06/2022

  Correct. I am not enrolled in ** **** any longer I am not enrolled as of August 18th, 2022. However, I was still billed from August 26th to September 26th. As you can see, I was unenrolled for one week prior to the start of the next billing cycle. However despite being unenrolled, I was still charged for ** *** services

  Business Response

  Date: 10/07/2022

  The minimum length of time required for a supplier to
  process a drop is 12 days in advance of the scheduled meter read date. Records show the customer called 8/18/22 to request the drop. The next meter reading was 8/27/22, so the drop was not effective until 9/27/22.

  Customer Answer

  Date: 10/07/2022

   I am rejecting this response because: First Energy and ***** do not disclose this information to their customers.

  In the first response to my complaint, First Energy claimed it would take "1-2 billing cycles." Now they claim it will "tale 12 days."

  They do not disclose either to their customers, and did not disclose this when I called on 8/18/22.

  My billing cycle was 8/27-9/26/32. Again, they did not disclose this on the recorded call and now have changed their story teice in this complaint process.

   

  I demand a full refund of ***** charges from 8/27-9/26/2022.

   

  ****** ******

   

  
  

  Business Response

  Date: 10/10/2022

  The Company stands by our previous responses. The process takes 1-2 billing cycles depending on when the drop request is made. if the drop is received 12 days or more before the next read date the drop is processed within 1 billing cycle. If the drop request is received less than 12 days before the next read date the drop is processed within 2 billing cycles. no refund is due.

  Customer Answer

  Date: 10/10/2022

   I am rejecting this response because: I did not accept this lie previously and I do not accept it now. first Energy has failed to disclose their policies to the comsumer and this has resulted in undue financial burden. 
  
  
  
  

• Initial Complaint

  Date:09/30/2022

  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.

  I report a light pole outage in the parking lot of my complex on 8/16/2022. The request number id is #************* for this issue. It is going on to a month and a half and the problem is yet to be resolved. I’ve called multiple times and keep getting the same the answer that it is an open ticket still and no one can’t give me a direct answer. I’ve explained that the area is extremely dark because of this issue and hard to see when I enter/exit my car in the evening. This company is not addressing/fixing the issue. It has been reported multiple times and yet to be fixed.

  Business Response

  Date: 10/03/2022

  The customer's concerns have been forwarded Line Operations to review.  But please note, we will assess the problem and attempt to make most routine repairs - such as a bulb or photocell replacement - within 3 days.  Sometimes, however, repairs take longer depending on the severity of damage and the amount of work that needs to be done.  Our goal is to schedule these repairs as soon as possible.

  Customer Answer

  Date: 10/03/2022

   I am rejecting this response because:
  
  
  I first reported the problem on 8/16/2022 to the electrical company. I have been waiting close to 2 months for this light to be fixed and reported the problem many times. It is still not fixed. I highly doubt it takes almost 2 months for an electrical company to fix a light that is out in a parking lot. 

• Initial Complaint

  Date:09/28/2022

  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.

  The 250.4-volt incoming voltage to my home have caused me thousands of dollars in repairs and most recently. $9,000 to replace an AC unit. Which was blown up due to the high voltage. My AC installer told me the voltage should be between 220 & 230 volts and ***** won't replace the unit until the voltage is brought back down to the proper value. Since a transformer exploded on the pole in front of my home, I've had to replace 4 compressors on my older unit and 3 capacitors for my 3 AC units + many visits to check them. Which has cost me over $6000. since the transformer was replaced This time, I had the AC tech to check the voltage and it was at 250.4 at all units and at the meter. I need this corrected so that I can get my new AC unit replaced and my others repaired. I need a response ASAP. This was what I told First Energy on 09/23, 9/26 they never even made a work order to check this until I called again on 9/28. Their tech came out checked the volts and he said that it was 249.6 today and there was nothing that they could do to lower the voltage. I called a local electric store, and they told me it would cost me $4,000 to buy a reduction transfer for my home. Since my AC units are rated 220-230 volts that should be my voltage. The tech also stated that the ** ****** ******* ********** allows an over voltage alliance. Thank You ******* * *****

  Business Response

  Date: 10/05/2022

  The customer filed a complaint with the Public Service Commission. The company responded to that complaint with the information that follows:

  An investigation has begun on this
  circuit.  The results of the investigation along with the results of the
  voltage recording will be shared with the customer.
  It should be noted that the service
  voltage requested by the customer, 220-230 volts at the customer’s service
  entrance (which would mean that the voltage level would be between 110/220
  volts and 115/230 volts), is not a voltage level that Mon Power provides. 
  Our required voltage levels for residential service within the ***** ** **** ******** are for nominal voltage of 120/240 volts, with low and high limits of
  112/224 volts and 127/254 volts at the customer’s service entrance.

  Customer Answer

  Date: 10/05/2022

   I am rejecting this response because:
   I can't get my AC Compressor replaced under my warranty until my voltage is 220 -230 Volts at my compressor