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Business Profile

Utility Billing

American Power and Light

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Utility Billing.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 3 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/07/2025

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had made partial payment on ************** bill and pay the remaining balance in April. The company charged $30.59 extra for late fee. There is no information on the lease or utility information or form stating late fee charges and in the amount of $30.59. I want that credit applied to my next month due.

  • Initial Complaint

    Date:02/04/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 received my electric bill last month and this month and it is outrageous. I live in a 1 BR apartment and havent changed my thermostat (68) since November. My unit is all electric, but I never keep lights on and I was gone out of town for 2 weeks in January. I spoke with a representative in management today from *** and his name was ****. He was EXTREMELY rude, disrespectful, and I felt discriminated against as a black woman. I was asking for help with understanding their billing process and what kind of meters they use and **** was condescending, not helpful, and had the worst attitude. I asked to speak with someone higher than him, and he told me that he is the highest in APL. I am requesting assistance with adjusting my bill due for the month of January or providing me with a payment option due to this amount not being expected. I noticed online through reviews that *** is a scam, has terrible customer service, and they use smart meters that arent accurate and that is the cause of the high prices and meter reads. **** tried to make me feel as though I am below him and talked down to me. Then he hung up on me while I was speaking. Completely unacceptable and unprofessional!

  • Initial Complaint

    Date:01/14/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 emailed customer service on 1/13/2025 addressing the increase in my bill from $75 to $200 and also requesting for someone to come and inspect an outlet that I suspect was pulling extra energy. The *** who responded never answered my question regarding someone coming out after emailing back and forth in 3-4 emails. After me asking again is someone able to come out they then proceeded to email me in all caps saying the same thing they had already said in prior emails, as if theyre agitated from me asking one question (that has yet to be answered). When I asked for their name I stopped getting responses. The final email I received was absolutely unprofessional and disrespectful. At no point should a customer service ***resentative be bothered by people reaching out FOR CUSTOMER SERVICE. & if they are annoyed, oh well because that is literally your job description. It gives very tough energy but from behind a computer and keyboard. I will be calling today and requesting to speak with a customer service supervisor to address this but based on the reviews and complaints this will probably not resolve my issue.

  • Initial Complaint

    Date:01/23/2023

    Type:Order Issues
    Status:
    Unanswered
    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.
    This electric provider (American Power & Light) that rental company (Ardent communities) has forced their residents to use has failed to provide customer service, answer phones, return phone calls (despite their recording message to leave a message for a call back) or provide the consumers with accurate information regarding payment submission. The login customer portal only gives an error message when attempting to login and pay your bill. The request to reset password does not work. Calls to the company ends with a consumer holding in line for customer only to receive a recording to “leave a message” however they will continue to send disconnection notices without proper resolution/response for the consumer. This company’s billing practices are not forthcoming in a detailed manner on your billing.

American Power and Light is NOT a BBB Accredited Business.

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