Business Profile

Electric Companies

FirstEnergy Corp.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

478 total complaints in the last 3 years.
183 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/19/2025
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 went onto the company website to pay my bill as I have done for the last 10, almost 11 years but the company has recently switched payment processors and now in order to pay your bill, they charge a fee. The only way to pay your bill without a fee is to enroll in automatic payments, which forces me to allow them full access to my account every month. Or I have to physically mail a check, which also costs an additional amount to purchase a stamp from the post office and risk the payment arriving late (or not at all) for which they can then charge me a late fee!! I can understand the charge for using a credit card (not that I agree with that either) but to charge me a fee to pay a bill using my bank account is absolutely ridiculous!!!
Business Response
Date: 01/30/2025
As
of January 8, 2025, bank account (ACH) payments transitioned to a new
electronic payment processor, ACI Worldwide. There is a new service fee of 50 cents for customers who make one-time payments with a bank
account (ACH), this fee is not assessed nor retained by the company, it is
charged by the third-party payment vendor.

We
launched a comprehensive communications campaign that included emails, a
residential bill insert, web
stories, FAQs and notifications on FirstEnergy’s website, and social media posts over several
months in 2024 to let customers know of this upcoming change.

Customers
can enroll in AutoPay
Payment programs to avoid service fees charged by the third-party payment
vendor. These programs help ensure customers stay up to date on their electric
bills while avoiding service fees.
Thank you,
Initial Complaint
Date:01/15/2025
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.
When I called this company ( met-ed ) I was asked to have a call back because of the hold times I agreed but when they returned my called it came from a different company and not ( met-ed) and this made me suspicious of the call I would have expected it to say MET-ED and not a different power company that I do not contract with.
Business Response
Date: 01/23/2025
Our records show no call back came from Met-Ed from 1/1/25 - 1/23/25. When a call back is made due to a customer request it will show as FirstEnergy with the phone number ***************

We are unsure who the customer received the phone call from. We show the customer did submit a payment on 1/15/25.
Initial Complaint
Date:01/14/2025
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 company installed a new construction 400 amp electrical service for a customer, we had it inspected per First Energy's requirements and it passed. The inspector put his sticker on the service equipment and turned the work order into First Energy. FE then called the home owner and said they would not hook it up that the underground conduit needed moved 3 inches to the left. I personally contacted the FE engineer over this project and he stated that it was out of his hands and that the linemen refused to hook it up, after asking where in the requirements it stated that the conduit had to enter the left side of the meter socket he told me he didn't really know of any place. The work order was turned in on Dec. 2nd by the inspector and we can not get any help resolving the issue. The costumer is in the process of starting his new home build and would like to have electricity for the contractors. Any and all help getting this resolved would be much appreciated.
Business Response
Date: 01/17/2025
Engineering has reached out to the customer and resolved the issues.
Initial Complaint
Date:01/07/2025
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 was approached to get new Motors in my HVAC units and its covered by programs that are well funded , Ive tried to get JCPL to verify that this program exists and cant find one person to verify substantiate anything but yet there are people out there that have had these upgrades done and paid for , I spent 3 hours calling JCPL and got know where its like the money is there but they are not releasing it or making it possible . supposed to save money of AC but they dont want to release the funds or answer the phone or give any info on the matter. There is a program called the Wildan Direct Install program . I need you to ask someone at JCPL about funds to upgrade EFF in business that are fully funded, but try to get those funds its impossible , its not right please investigate I'm tired I cant do it anymore . JCPL has 0 customer service , all they do is wear you out so you give up . please fine them
Business Response
Date: 01/16/2025
An energy efficiency engineer communicated with the customer and shared the vendor's contact number – *******. ******* will arrange a site visit with one of our Direct Install contractors. Additionally, information has been forwarded to the contact center for reviewing calls to identify coaching opportunities.
Initial Complaint
Date:01/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Since purchasing my home in 2014, I have experienced frequent power outages. However, they have been increasing over the years. I have called to complain many times, but nothing has been done. Since New Years Day 1/1/25, I have lost power 6 times. Today is only January 7th! I HAVE LOST POWER 6 TIMES in 2025 ALREADY!! This is unacceptable! They know how to send me my bill on time every month and increase my rate but they can't figure out how to keep my power on!!!
Business Response
Date: 01/09/2025
Our ***************** has thoroughly analyzed the situation and determined that the recent outages are primarily caused by trees located off the right-of-way.
This circuit is included in our Reliability Improvement Plan and significant upgrades are on the way. Additionally, Engineering is actively collaborating with the forestry group to identify specific areas where tree trimming will be necessary.
Initial Complaint
Date:01/07/2025
Type:Sales and Advertising 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.
Over the last two weeks we have had 3 full power outages lasting 6-8 hours at a time. I work from home and have a 1.5 year old. During these outages we receive multiple texts that the power is back on. When calling JCP and L they advise they “know the power isn’t back on but one of the crew members closed the ticket”. In addition, I have seen crew members sleeping in their vehicles while power has not yet been restored. A neighbor had to bang on the window of the truck and advise the crew member we had no power still. This is unacceptable.
Business Response
Date: 01/21/2025
The company has crews working round the clock to restore service during large outage events. Crew members do receive breaks. Estimated restoral times provided when a customer reports an outage may change, as they are estimates. Many of the recent outages they were experiencing were due to trees coming down outside of our right of way. The trees were removed. This customer is on one of our Reliability Improvement Plan Circuits and significant upgrades will be coming.
Customer Answer
Date: 01/21/2025
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:01/04/2025
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 waiting on Monpower to install my electric for three months. The company needs to set one pole and run their line to my pole which has been inspected and certified for three months now. My new house has been sitting unoccupied and drawing moisture and dampness this winter and I have made 5 house payments already and my family and I are unable to move in due to the electric. Monpower has been unable to provide me with any type of explanation as to why this is taking so long and is unwilling to give me an expected date for installation. They showed up the week prior to Christmas of last year and did not have the proper tools and equipment to complete the job, left and have not been back and I have gotten no update in two weeks.
Business Response
Date: 01/07/2025
The customer's job has been rescheduled previously due to access issues. This job requires the track
digger to be built. Electrical inspection was received on 11/2/2024. Currently, the job scheduled to be worked this Thursday, 1/9/25, weather permitting. The customer's job is within allowable lead times.
Customer Answer
Date: 01/07/2025
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:01/04/2025
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.
Mon power/ first energy has created a monopoly on basic human utilities ( electricity) this month everyone’s bill increased by more than triple! My home typically pays 250$-350$ for electricity. My previous bill was 244$ and was paid in full. My new bill is 744$!! I have no other option for electricity. I can’t choose a different company. I’m forced to pay whatever outrageous price they impose and it’s not just me, it’s everyone I know who just got their bill and no o e knows how to pay for this. This is illegal price gouging. Thus company needs investigation. For the sake of all the families forced to be slaves for basic electricity.
Business Response
Date: 01/16/2025
The company has read the meter as scheduled, and the bill is
based on the actual usage. The history
at this location shows the consumption is the highest during the winter
months. Last winter the highest winter
consumption was an average of 105 kWh per day.
Current consumption from 11/20/24 to 12/27/24, the consumption averaged
143 kWh per day.

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.  Customer may want to perform a breaker
tester or contact a local electrician to have an energy audit completed on
their home to assist in determining what appliances or areas of the home is
contributing to the most usage.
Attached is a 24-month account statement which includes billing and payment history.
Initial Complaint
Date:01/02/2025
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.
I was enrolled in Green Mountain Energy by West Penn Power without my permission. When I first noticed this 10 years ago, I called and cancelled the Green Mountain Energy service. I just found out that I have still been being charged the Green Mountain Energy service for the last 10 years.
Business Response
Date: 01/03/2025
Good morning,
I have attached a 2-year billing statement.
I have attached the Green Mountain Energy supplier drop letter that was issued on 01/02/2025. However, as shown below due to the statute of limitations I am unable to provide a copy of the supplier enrollment letter that West Penn Power sent the customer to advise him of the supplier change.
A review Company records shows that the Customer chose Green Mountain Energy as their alternate supplier effective 10/02/14. A letter advising of the switch was sent to the Customer, however due to statute of limitations I am unable to provide a copy of the enrollment letter. The Supplier was then re-enrolled with a new contract beginning on 10/27/2015 and removed as of 01/02/2025. A copy of the Green Mountain Energy Supplier drop letter is attached.
01/09/18 - The Customer contacted the Company regarding a high bill and the supplier charges. The representative advised the customer to contact the supplier regarding an early termination fee and to cancel with them. The representative advised the customer that the supplier has been on the account since 2014. Customer was satisfied.

04/26/18 - A letter was sent to the customer to advise them that due to an issue with their supplier the most recent bill may not include generation charges. The account was noted that if the customer contacted the Company to offer a payment plan due to the billing issues with the supplier. A copy is attached.

01/02/25 - The Customer contacted the Company regarding the supplier on the account and to cancel them. The Customer stated he never talked to them. The representative advised him that the supplier has been on the account since 2014 and then the contract renewed in October 2015. The representative advised the Customer that he should contact the supplier because there could be early termination fees before he cancels. The Customer stated he was going to contact Green Mountain Energy first. The Customer also requested the PUC phone number to place a complaint regarding the supplier. The representative advised the customer that if he shows his bill to anyone or gives out his customer number that is like an electronic signature and authorizing the supplier to be enrolled on his account. Customer was not satisfied. Rights were given.
The Customer was advised on 01/09/18 to contact the Supplier Green Mountain Energy to inquire about a termination fee for early cancellation and there is no indication that the Customer contacted FirstEnergy back to cancel the supplier off of the account. The bills are correct as rendered.
Third Party Suppliers and the Electric Distribution Utilities are completely independent from each other.
Suppliers are independent of West Penn Power and customer will need to dispute contracts, charges, refunds etc. with supplier.
Have a great day

Customer Answer
Date: 01/03/2025
I am rejecting this response because:
I never agreed to re-enroll in Green Mountain Energy in 2015. The associate I spoke with said that you are not able to enroll me automatically. But yet, that is exactly what happened in 2015 according to your own records.
And then, according to your records, I called back several times, apparently in 2018 and was still not removed.

Business Response
Date: 01/06/2025
Good morning,
When a customer provides their customer number to an alternate supplier that is their electronic signature for them to be enrolled on the account. The suppliers are independent from First Energy. First Energy does not automatically enroll a customer with a supplier. The process is, that all suppliers contact the customer and advise them of a lower rate, or that they can save them money, etc. and the customer will then provide the supplier with a customer number which is a 20-digit number that is on your bill and that is the customer giving authority for the supplier to be part of their account. The supplier then submits the customer number to FirstEnergy and they are enrolled with them. As well, FirstEnergy then issues a letter stating that the change is occurring to the account, which again due to statute of limitations there is not one to provide.
As stated in the previous response you did contact the Company in 2018 and was advised to contact the supplier to find out if there were any termination fees and to cancel with them. There are no other contacts after the 01/09/2018 to cancel the supplier. On 04/26/2018 the Company sent you a letter advising that due to issues with the supplier's billing that the current bill did not include them. There was no phone calls made to the company regarding the letter or removal of the supplier at this time either.
Again, suppliers are independent from West Penn Power and all disputes regarding contracts, charges, refunds etc. need to be made directly to the supplier Green Mountain Energy. FirstEnergy, the Electric distribution utility is unable to refund or adjust any billing from the supplier as they are completely independent from each other.
Have a great day
Customer Answer
Date: 01/06/2025
I am rejecting this response because:
When I contacted Green Mountain Energy Company, I was told to contact West Penn Power because my initial enrollment came from you. Either Green Mountain Energy Company or West Penn Power or both of you are not providing accurate information. The PUC will investigate because I'm tired of getting the run around from both companies. It's ridiculous that a customer calls to cancel a service multiple times and nothing happens. Even if I had received letters from Green Mountain Energy Company I would have been under the assumption that they were soliciting business because I was under the impression that had been cancelled from the service so I would have disregarded them.
Initial Complaint
Date:12/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our bill is incorrect. We have been gone and nothing has changed in the heating and electricity in our home. Our bill is $443 for the month of December. It states actual reading. However nothing has changed per last month. The house is only 1200 square feet and is fully insulated. There is no way this is correct. How is the month of December almost 4x the amount of june, july or august. Especially when running multiple AC units. No one seems to know and when speaking with the company, they even agree that this seems incorrect. I would like to have it fixed and figured out. We are not running anything out of the ordinary other than not running AC window units.
Business Response
Date: 12/23/2024
Good morning,
This customer cannot be located with any of the information provided (name, address, phone number, nor email address). We will need the account number or meter number in order to locate the account and address the customer's concerns/dispute.

Thank you,
Compliance
Customer Answer
Date: 12/23/2024
The account number is *** *** *** ***.
That’s impressive you don’t know how to look up an address and correlate last name to the address that is supplied.

Business Response
Date: 12/31/2024
Good morning,

On 06/02/23, **** ***** obtained service at this address. This is an electric heating/water heating residence.
The price of the
electricity we purchase has risen recently due to the results of competitive
auctions for generation. This will cause the Price to Compare (PTC) to increase
for both residential and non-residential customers beginning 06/01/23.

A bill is divided into
two parts:
**FirstEnergy’s charge
for delivering electricity to your home or business.
**A separate charge
for the electricity you use.

For the second
component, the generation charge, customers have the ability to shop and choose
a competitive energy supplier who may be able to offer a better price for
generation.

If a customer chose
not to shop, we are required to buy electricity for them. The rate is called
the Price to Compare (PTC) and it is reflected under the “Messages” section of
the bill.

The electric company
does not control the price of generation, and it is provided at cost based on
the results of competitive auctions.

A customer may be able
to pay less each month by selecting a competitive energy supplier that offers a
rate lower than the PTC on the bill. More information is available at
**************************************. Customers can also visit the Apples to
Apples website from the ****** ********* ********** ** **** for a list of
licensed suppliers and additional resources.

On 08/12/23, the customer
enrolled with Better Buy Energy and is still enrolled with supplier.
On 12/26/24, the customer
contacted the company requesting a meter test. Customer felt bills were too
high. Customer declined
reviewing a Customer Billing Analysis (CBA) in an effort to determine what all
was being used in the household and the potential monthly usage. The customer provided a reading of 52,047 from the meter, confirming that the company reading of 51,107 on 12/16/24 was correct. The
representative also processed the order to obtain a check reading. for customer.
On 12/26/24, the company obtained a check reading of 52,047, confirming the customer reading and the last company reading to be correct. A Letter was issued, which is attached.
The company is
obtaining readings from the meter. There is not a way for the company to tell a
customer exactly where usage is coming from. Customer is billed for what is
used. The company can recommend that the customer perform a breaker test in an
effort to determine what in the location is using the most power and/or if
there is a problem with anything within the location. The breaker test is
performed by momentarily shutting off each breaker, one at a time, and watching
to see whether the spinning wheel on meter slows down drastically. This will
pinpoint the breaker and circuit that are drawing the most power.
As detailed above, there has also been a rate
increase.
The company is willing
to review a Customer Billing Analysis (CBA) with the customer in an effort to
determine what all was being used in the household and the potential monthly
usage. The CBA is only as accurate and beneficial as the information provided
by the customer. If the customer fails to provide all accurate information,
then the CBA with neither be accurate or beneficial. If the customer wishes to
review a CBA, the customer will need to contact the company and speak to a
representative.
Customer is eligible
for a company agreement on balance. Customer would need to contact the company
and speak to a representative so that all information can be obtained, an
agreement offered/accepted and entered into the system.
The company can also test the meter if the customer would like. However, the customer would need to contact the company and request the meter test so the appropriate order can be processed.
Please note: Typically, when a meter
ages, it stops working as well as it did when it was new, as with anything
that ages, and stops capturing all of the usage flowing through the meter.
The customer would begin getting lower usage/billings, not higher. If the
meter is exchanged for testing, the meter will be exchanged with a new meter,
which will running at its full potential, so it will be capturing all of the
usage, and typically a customer can see an increase in their usage/billing as
a result.

Thank you,
Compliance
Customer Answer
Date: 01/03/2025
I am rejecting this response because:

No one showed up the day of the 26th to check the meter. There has to be an issue considering your one of your employees even made the statement, “ a 1100 square foot home does never causes that high of a bill.” Yes I did shop for a better price on energy and it was way better. The rate has not changed. Somehow it says I’ve used an astronomical amount of energy even though no one was home for 2 weeks at the end of November leading into the first week of December. I am not accepting your response by any means. No one has came out here and checked anything. I’m still waiting on the company to come out and check to make sure my meter is not faulty. I also checked the security system. Zero people have shown up. I am not paying that much money for nothing. I would prefer a phone call response also.
Business Response
Date: 01/06/2025
Good afternoon,

The company stands by its position. As previously stated, the customer has not requested a meter test. The customer will need to contact the company and request
the meter test so the appropriate order can be processed.

Please note: Typically, when a meter ages, it stops
working as well as it did when it was new, as with anything that ages, and
stops capturing all of the usage flowing through the meter. The customer would
begin getting lower usage/billings, not higher. If the meter is exchanged for
testing, the meter will be exchanged with a new meter, which will running at
its full potential, so it will be capturing all of the usage, and typically a
customer can see an increase in their usage/billing as a result.

Thank you,
Compliance
Customer Answer
Date: 01/07/2025
I am rejecting this response because:

Yesterday we had an electrician come to the house to evaluate our situation. He did a panel test which he stated was working properly. He went through the breaker panel checking every breaker to see what could cause the large consumption of energy. He stated it was not showing him any readings that would indicate a short or influx in power. He also used a thermal imaging camera through out the entire house to detect hot spots and locate a possible energy draw. He again stated the was not one. This house was completely refinished from top to bottom. All new insulation, windows, plumbing, drywall, flooring, electric panel and wiring, and flooring. It was recommended I fight this battle considering it is a smaller house and all the electrical wiring, and fuse panel has been installed properly. It is very unprofessional for someone who is not an expert in the field to talk about things they think they know. As per a licensed professional electrician, quote “ Meters do go bad and the Edison should have checked it. The fact they are saying a new meter would charge you more is ridiculous. If a company had knowledge of loss of profit, it would be at your doorstep to fix it or get their money other wise they would go bankrupt.” Makes perfect sense to me. It’s as if you were told you had to stay and work a couple hours a week, but they aren’t going to pay you for your time. Don’t think you would do that. Again I want to speak with who is communicating this information and submitting it to BBB, it is apparent you are not an electrician and are representative with no field experience. Call anytime, ************

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FirstEnergy Corp. is NOT a BBB Accredited Business.