ComplaintsforCleveland Public Power

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A drunk driver crashed into a light pole located in the front of my home on July 13, 2024. The pole is really large and was split in half. The pole has been sitting on my lawn ever since the accident. I have reached out to Cleveland Public Power on numerous occasions. Each time I call, they transfer me to a dispatcher who says that someone will be out to address the situation. I have not received a call back or any correspondence and the pole remains in my front yard 2 months later. Initially when the accident occurred, Cleveland Public Power came out to assess the situation. The wires which were connected to the pole are now hanging and attached to neighboring trees. I reached out to the City of Cleveland, they said that the pole is managed my Cleveland Public Power. The pole is large, spanning from my neighbor's driveway to my driveway.

  Business response

  09/26/2024

  I was able to call the customer and she verified that the pole was removed, replaced and that she tried to go in and update the BBB but she could not locate the original complaint. The issue is resolved.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  CPP continues to bill me at my previous address ****** ******* apartments despite me no longer living there and following their ending service policy. I have been billed 4 additional month

  Business response

  07/22/2024

  Response taken over the phone by BBB staff MN

  Business states they have made an adjustment for a stop date of 5/3/24 and the customer has the updated billing.

  
  

  Customer response

  07/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* *****
  
  
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My power was cut off due to non payment. The company is paid through a 3rd party (****). I had to come outta pocket $175 just to reactivate my service. I was told I was giving a “emergency cut on” because someone in my house is on a breathing machine. I was lied too multiple times and when asked to speak to a supervisor everyone hung up the phone.

  Business response

  02/06/2024

  Hello,

   

  I would like to apologize if Cleveland Public Power has fallen short of your expectations. We strive to provide world class customer service to all of our City of Cleveland customers.

  Unfortunately, we do not disperse refunds.

  Thank you,

   

  Dury ********

  Assistant Manager,

  Cleveland Public Power, Customer Call Center

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was a customer of Cleveland Public Power (CPP). I switched providers at my home during a reconstruction/ addition project in November. I need equipment from CPP removed so I can continue with my home project. I have called over a dozen times and left over a dozen messages without any return calls or scheduling to remove the equipment. My first call and message was on Dec 8, 2023. Since, I have left 2-3 messages per week. The messages have been left for Andre Miller (216-664-3922, ext. 76241) and Karla (216-563-7238). The lack of response is significantly impacting my home project.

  Business response

  01/12/2024

  I was able to make contact with the customer and get the customer to the correct contact and phone number. Although the complaint is not intended for the customer care department, the demo department and andre miller handled the customer complaint.

  Customer response

  01/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The HR department was very helpful in connecting me with Mr. ******. However, the result of my conversation with Mr. ****** was I will be contacted by another representative to set up an appointment. I have not yet received a phone call to set up this appointment nor have I had the appointment. I will not considered this issue resolved until I have had this appointment and scheduled for removal.
  
  Regards,
  
  ******* ****
  
  
  
  
   

  Business response

  01/25/2024

  Good afternoon,

   

  Yes, Andre ****** from the Sales and Marketing Department followed up with the customer.

  Please feel free to contact ***************

   

  Thank you,

   

  Dury

  Assistant Mangaer,

  Customer Support Center

  Customer response

  01/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will close the case. I was put in contact with Mr ****** but nothing happened after that. I have found alternatives for my project and was forced to move on. I contacted CPP over a dozen times (thank you for your help for finally getting a response) and they never contacted me to address my concern. 
  
  Regards,
  
  ******* ****
  
  
  

• Initial Complaint

  12/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cleveland Public Power is gouging people out of money poor customer service was put on a payment plan the payment plan is 202 dollars they also want you to pay current charges with payment plan so that comes to 300 dollars my wife payed the payment plan cause that’s what they said needed to be payed today they come cut lights off cause she wasn’t aware she had to pay current charges too she goes to pay the 105 dollars and they tell her she can’t now it is 458 dollars do we scrap that up pay it and now we paid 660 dollars in a week they tell her now she on a payment plan for 109 dollars she ask for balance they tell her 600 dollars my bill was only 900 so that should have left it around 300 dollars here’s the catch our bill we were told generates on the 20 th of the month but for some reason today December 13th the bill generated out of no where while she’s there in their face paying all this money I need someone anyone to look into their practices cause something isn’t right thank you . Also I have children in our home little kids it’s 37 degrees outside they act like the don’t have the capabilities to get someone out in a respectful manner of time to cut your power back on but can come sneak and cut it off I have never been through this they don’t treat customers right .

  Business response

  12/14/2023

  Cleveland Public Power's policy to restore services is within 24-48 hours. In most instances, it is restored the same day, however, it can take up to 48 hours.

   

  Thank you,

   

  Dury R*******

  Assistant Administrator

  Customer Care Department

• Initial Complaint

  11/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 10th, 2023 I contacted my electricity provider find out the amount required to be paid to restore electricity service. I was told due to the winter months I can make a payment of any amount and it would qualify for service restoration and the remaining payments would be divided over 6 months. I contacted the utility company on Tuesday November 14th to make payment and was told that they company has merged two bills for my two family home and they now require a payment in full of $1500 in order to restore service to on the residence. My husband and I are currently going through a divorce and we have a young child in the home and no where to go. Services were active on the lower unit until yesterday. Our entire home is now without power. I made a payment of the only funds I have available in the amount of $209.02 on 11/14. We are not asking for any fees to be paid waived we are just asking for payment arrangement so that our family isn’t displaced we have no where to go.

  Business response

  12/05/2023

  After review of the account, the customer already paid the $1,025.00 on November 17, 2023 tor restore the service. The bill is current at this time. No disconnection is pending.

   

  Dury ********

  Assistant Manager

   

• Initial Complaint

  11/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They overcharged me by about $302 for days when I was on a different continent, to wit - Europe. I have the itemization at home. I can send it later. They did not accommodate my asthma. If the electricity is off, the furnace is off. If I breathe cold air, I can have an asthma attack. They'll be liable if I have an asthma attack. Further, they sent someone from the ghetto to threaten me on my own property around October 27th. I didn't like it AT ALL. I am not paying for fraudulent charges. I unplugged everything before I went out of town. My passport shows I was in Greece and NOT in Cleveland. Now how did they come up with $302 worth of charges for that period when I was abroad? How did that happen? They're corrupt.

  Business response

  11/17/2023

  I reviewed the customer's account and called the customer. I left a voicemail and sent an email giving the customer details regarding his usage. The usage on the account is accurate because all of the reads for the past year have been actual reads, the customer has not had any estimated reads. The customer has my contact information if he would like to discuss his bill any further.

   

  Dury R*******,

  Assistant Administrator

  Customer response

  11/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [They left a message saying that the meter reads were accurate. I beg to differ.  I was in Europe from September 2, 2022 to March 8, 2023.  Then I went to Chicago for a few days to visit sis.  I was not in Cleveland in this timeframe.  I came back to Cleveland on March 11th 2023. So it's actually IMPOSSIBLE that I used electricity because I was out of the country.  I did not authorize anyone to enter my house at ANY time.  I did not authorize anyone to use my electricity at any time.  So, they'll have to eat the fraudulent charges because I am not paying for electricity that I did not use nor authorize.  I know a lot of people both in Europe and the States.  I'll tell them how CPP had the gaul to overcharge me by $300 when I was out of town.  They're out of luck.  I'm not paying for fraudulent charges that I did not authorize.  I am the only owner of the house.  I am the only person that can authorize use of electricity.  ]
  
  Regards,
  
  ******** **********
  
  
  
  
   

  Business response

  11/20/2023

  The dates in question were reviewed and each billing cycle, the meter was read. Cleveland Public Power did not estimate any reads on the dates in question. If you have electricity services on, a bill will still generate. If you would have disconnected the lights while you were gone, you would not receive a bill at all.

   

   

  Customer response

  11/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [If I travel to Europe again, I will be sure to tell the power company to turn everything off while I'm gone.  I didn't understand how I could be billed when I wasn't in the house.  From what I gather, these are automated charges that generate even if I'm not in the house.  The next time I go to Europe, I will tell the power company to turn everything off when I'm out of town.  This time I was out of town due to an earthquake and I left in a hurry.  Next time I will tell them to switch everything off.  Now, I asked someone to lend me about $390 to pay down the bill.  They haven't sent me the money yet.  If they don't send it, I will just get an extra job to pay this down. To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** **********
  
  
  
  
   

• Initial Complaint

  09/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We had our lights turned off on Tuesday September 12, 2023. We was told we had to pay 682.79 and we paid that on Wednesday September 13, 2023. I am most concerned that every time I call the CPP and each representative gives me a different price. we was told we owe 2,439.83 we paid 1, 174.00 on July 19, 2023. We had a HEAP visit on August 10, 2023 and was told HEAP will pay 800.00 on bill , then our lights was cut off and we was told we have to pay the 682.79. and still owe 682.78. for July and August we only use 99.00 of lights, there is no way we should still owe 682.78. at this point I should have a credit. I am not getting a straight answer. I have paid this bill it should be in full and will risk them shutting off lights again and this is not allowing the other bills to be paid, with this light shut off lost all food. the total paid should be 2, 656.78 the bill would have been around 2,600.00. I know this should be a zero balance.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a minor child in my home, I am trying to start service and I am being wrongly denied lights. One customer service representative claimed I owed them $325 in order to start service and another worker is claiming I owe 224 so. And also they cannot by law deny me service with a minor in my home. I have never had service with them so where is this balance coming from?

  Business response

  06/15/2023

  Our records show ****** ****** had service with CPP at *** * ***** ****** **** * from 11/4/21 - 8/4/22 and a $234.30 outstanding balance. Ms. ****** applied for service at **** ****** *** up and was granted service in her name, the power was turned on for her 6/6/23. Ms. ****** is expected to pay her outstanding balance or make payment arrangements. I reached out to her at ************ that number is not accepting calls.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  $600 April 17 I called to ask them how much do I have to pay to get my lights back on because they had turned it off they said like $527.65 so I want the ******** charities they told us how much to pay which was the $527 but we end up paying at 600 the church today. I took it there on the 17th. It was paid at 452 and then I told me that he was gonna put me on a payment plan and my lights won’t be on for seven days because it takes seven days for a check to clear five different people said that the two other people said three days so today is the 20th I called on here they telling me I have to wait for the check to clear so I end up calling again then I spoke to somebody they told me that the check cleared but I had to get them 370 more dollars but that’s not what they said when I went there and when I spoke to someone on the phone They are very rude and disrespectful

  Business response

  04/21/2023

  Ms. ******** spoke to Ms. ****** a CPP Supervisor at 4/20/23 at 5:18 and entered to 8 month payment arrangements to restore service with no additional payment.  

*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. ↩