ComplaintsforAmerican Power and Light, LLC

• Initial Complaint

  09/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My electric account is past due. My hours were cut down at work and now I’m part time. I had a disconnection on the account for the end of august 2023 and everyday I called to find out the disconnection date since I didn’t have all the funds. Last week I was told that my services would be disconnected 9/15/23 if account not paid for $230. On 9/12/23 I received an email from ap&l that said disconnection was on 9/14/23 if I did not pay $485.07. On 9/13/23 I called to confirm and was told if I paid the $230 by 9/13/23 my services would not be disconnected. On 9/13/23 I paid $50 with a credit card and on 9/14/23 I paid $38 with another credit card and after those 2 payments the system did not allow me to make any more payments. I called to make sure my services were still scheduled to be disconnected on 9/14/23 and the ****** who answered the phone told me that now I had to pay $370.96 to avoid disconnection and not the $230 he told me the day before. I tried to pay again and it did not allow me to do it since it would only accept a payment of $666. So I called back for the third time and now ****** said even though my services were not disconnected and the disconnection person was not even in my neighborhood yet I now had to pay $428 which includes a disconnection fee even though my services were never disconnected. I know it’s my fault my account was past due but it’s horrible I was charged for a disconnection that never happened. This company does not work with the customers at all

  Business response

  09/14/2023

  American Power & Light is a submetering company that provides a service to the owner(s) of the complex *** *** resides, by billing the electric usage to the individual units. We take pride in our ability to make sure the residents receive the correct information from us when inquiring about their accounts.
  
  Originally, a 14-day notice was issued on 8/10/23 stating that $230.10 needed to be paid by 8/24/23 to avoid disconnection on or after that date. *** *** did contact us on 9/7, and was told that the past due balance could be paid on 9/15 to avoid disconnection. After this conversation a final notice was issued on 9/12/23, with an updated balance of $485.07, stating this needed to be paid by 9/13/23 to avoid disconnection on 9/14/23. The disconnection of the address had not actually been scheduled as of the original conversation on 9/7. Another bill had become past due at the time the final notice had been issued, which is why this amount was included on the notice. The notice still should have read that $230.10, and not included this most recent past due balance.

  
  With the updated disconnection date moved to 9/14/23 with the final notice, the full account balance is due on the date of disconnection, and is stated as such on the final notice. We cannot accept the past due balance on that date to avoid disconnection or to reconnect the service, meaning that amount due on 9/14 to either stop the disconnection, or to resume service for this account would have been a total of $474.32 including the disconnection fee. A bill for the newest service period had also populated on the account as of 9/13, which we did not include in the disconnect balance to be paid. We removed the 2 most recent late fees from the account at the time of the disconnect payment, and will also credit the $53 disconnection fee because of the confusion caused to *** ***. 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have Been using this company for over a year now through this new complex. I have Been falling behind on payments due to job changes and things of sorts which everyone goes through. However i have Paid the balance extremely down with the company and i still Cannot get any help on arranging my payments so i can Make it 0 i pay A amount one day then next day i have Another disconnect stating now you owe 300 more which does not make since… i have Had AEP in past and never had an extremely large light bill like this 100 or more a month which is insane i feel Like my meter is also being read wrong and i demand Someone come check it on your part. I live Ina little apartment compared to someone living in a house which that would make more since. I was Told by a rep via phone to pay this amount and i did Now i get Another email stating pay again over 300 or we shut them off with no help or payment arrangements. All they can say is well sorry pay it or sit in dark which during this time we are all struggling as bills are high . I just Got back from a furlough on my job and cannot get any help with my bill at-least to get me back on my feet. Also to be told by a rep ( well you can find somewhere else to sleep for the night , since the lights are off ) that is very unprofessional.. coming from a corporate manager that works at call center .. I have medical conditions and is in and out of the hospital sometimes I miss work extremely and do not have a full check to make this payments back to back. I would like someone to CALL ME! A REAL MANAGER! That can atleast take some time of consideration. Since I am working to pay my bill down!!! I have Screenshots and other info can be provided once I get CALLED! I do Not want to be emailed I would like to be called to get help.

  Business response

  09/20/2023

  The customer was notified on 9/18 that they had been placed in a payment arrangement. A detailed email, as well as a discussion over the phone going through the details has also occurred. Our system automatically generates disconnect notices, so if one is received the resident is able to contact us to get this closed for them while they are on this payment arrangement. 

• Initial Complaint

  06/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ever since they switched to the new portal I can't pay my bill online it says there's an error occurring I need it fixed so I can pay my bill online

  Business response

  06/15/2023

  American Power & Light strives to provide our customers with the best in service and we are sorry to hear that Mr. ***** has had these issues with our new customer portal. This portal is an update that is supposed to make it easier for on our users to manage their accounts with us. We have deleted Mr. *****'s payment profiles in our system, and ask that he delete any saved payment methods on his side through our portal. Once this has been completed, he'll be able to save this form of payment again. We are confident this will solve the problem they have been experiencing. We apologize for this inconvenience, and please email us at APLService@electricapl.com if this does not solve your probe,

• Initial Complaint

  04/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a customer of APL for over two years. Consistently, each month, we are getting automatic payment failure notifications even though our automatic payment is being set up again each month. We have been getting these for the past year. I have called and reentered my payment information each month, with the promise that it would work the following month. Now, upon entering my payment manually AGAIN this month (April 30th, 2023), I have found that I am unable to make a payment online. I am using a MasterCard, which APL claims on their website to accept. During the payment process, when I enter the card information, I select "MasterCard" under the card type drop-down menu. I then enter all the correct information for my card, including the billing address. However, in the final confirmation screen before the payment goes through, their website lists the card type as Visa, which I did not select, and which is incorrect. I cannot change this, no matter how many times I go back and try to re-select the MasterCard option. I have reloaded the page and used multiple browsers, and yet the problem persists. It seems to be a fundamental error within their website itself, rendering us unable to pay our bill online at all. This is a ridiculous failure on APL's part, on top of ONGOING automatic payment issues that the website acknowledges via a banner, but does not fix. I would like the website issue resolved as soon as possible, so that we are FINALLY able to pay our electric bill.

  Business response

  05/01/2023

  We apologize that the customer is having issues with the auto-payment feature available through our website. The reason for the payment declines is because the billing address the customer has entered is not the correct address that is registered to the card. We have attached this response to our message. We've also emailed the customer this response as well each time it has declined. Please visit your account settings to manage your saved payment methods and enter the correct billing address that is registered to your credit card. An example of where to find that is also attached. We hope this information helps.

  Customer response

  05/01/2023

  The address provided is the same address used for my banking details, and is listed as the primary address on my card. It is actually the only address I have ever provided that bank. Additionally, I am able to use this address to complete purchases with the card provided online everywhere else, proving it to be the up-to-date address for the card. Like I said, I receive the automatic payment failure notifications each month, but when I go and manually enter the SAME card information and SAME address, I am usually able to make it go through. Now, the website will not let me enter MasterCard, which is the current issue. But the address coming up as wrong, despite being correct, seems to be another in a slew of issues with their online payment system. 

  This is the ONLY business I have ever had trouble using my MasterCard with. If I truly did not know the address linked to my card, I would not be able to use it for any other online purchases, which is not the case in the slightest. This did nothing to resolve the issue displayed in the original complaint, nor in the screenshots. 
  

  Business response

  05/02/2023

  The card you are choosing to have us process each month was originally entered into our site as having a billing address tied to **** **** **** Dr. We will delete the associated payment profiles. Please go back into your payment settings and save the card information again. Thank you. We have not assessed any additional fees, if you do find any please let us know and we will remove these for you. 

• Initial Complaint

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 20th, 2022 I paid $160.33 for my electricity bill on January they were trying to charged me again, I paid and then dispute with my bank by showing them proof that I had already paid the bill so they credited me. This month (February) they are trying to charged me again for the bill of December and February combined I have called them several times on different days but they won’t pick up the phone.

  Business response

  02/13/2023

  American Power & Light strives to make sure our customers are satisfied with the service we are providing them. We regret that Mr. ****** feels that we are not providing a service up to our standards, and that of our customers. Mr. ****** originally did make payment on 12/17, totaling $160.33 (including the processing fee). However, our processor notified us of this payment return on as of 1/17/23. The return reason cited "Check Truncation Return Entry" or "Customer Advises Entry Not in Accordance with the Terms of the Authorization", which means an error from their bank with processing and we no longer have the funds from the transaction. The only charge we are trying to recollect, because we no longer have the funds, are from the payment made on 12/17. We have attached the most recent invoice showing the balance forward of $159.33, which was the amount due minus the convenience fee. We have also attached Mr. ******' account ledger to show the bill and payment totals. We advise Mr. ****** to contact his banking institution with further questions. Thank you for the opportunity to respond to this issue. 

• Initial Complaint

  01/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I moved into my apartment on July 29,2022. I use to work in a law firm from 9-5 pm. My bill was over $100 and I was never home during that time. Since I started my new job my bill has increased over $100! I keep my heat between 60-70 degrees and I keep everything unplugged and turned off. I do not have the time or the money to be paying a bill over $200 when I know that is not the amount of electricity that I am using. I do not want to hear about what is being charged or what went up or did not go up. I am only paying for WHAT I USE NOT WHAT I DONT USE. I want someone to look at my meter immediately because I won’t be made to feel like I can’t use my electricity in my own home because of a fear that I will be charged expeditiously so this company can make money off of people. I suggest this gets resolved immediately.

  Business response

  01/17/2023

  Your customer satisfaction is important to us, and we regret that you are not happy with the services that we have provided to you. We strive to make sure that residents have a good experience with us, and, to the extent a resident is dissatisfied, we want to take steps to fix that situation.

  In your complaint, you indicated dissatisfaction with the charges on your some of your billing statements. As you may know, each billing statement includes the number of kilowatt (kWh) hours for electricity used during the billing cycle, the amount billed for electric generation, transmission and distribution, and a monthly charge for your share of the costs of electricity for common areas within your apartment community. In responding to you complaint, we reviewed each of the billing statements that have been sent to you. 

  When we spoke with you on January 12, 2023, we  provided you with your daily usage history, showing the actual amount of electricity used since the date you moved into your apartment. The number of kWh reflected on your billing statements shows an increase in the months of December and January, and this increase in kWh usage has translated to higher electricity bills. Increases of kWh during the winter months is not uncommon. 
  

  You requested that we check your meter to confirm that it is working properly. We perform routine maintenance and servicing of the distribution equipment serving individual units, including meters. We have no indication that the equipment serving your apartment is in need of repair or malfunctioning in any way. The type of meter for your unit allows us to view electricity usage on a daily basis, in an up to the minute fashion. With your assistance, we are able to turn your meter off remotely, confirm that your meter is working and confirm the electricity usage from the meter is associated with your apartment and not that of another resident in the apartment community. We are happy to perform this check, and ask that you please call our customer service phone number so that you may assist us in this regard.

  Customer response

  01/25/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  11/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rate Schedule and Price Gouging: a. The rate increase from September 2022 (.12187/kWh) to October 2022 (.16187/kWh) is a 34% increase. This does not include usage- it is the increase of the price/rate only. b. APL's response to complaints about the rate states that the rate is based on AEP’s regulated rate; however, AEP’s rate from residential customers from 10/22-12/22 is .0732/kWh. In September 2022, our charges were 68.6% higher than they would have been with AEP and for October, our charges were 123.8% higher than they would have been with AEP. This is completely unrelated to our usage and is only comparing the rate that AEP is allowed to charge vs. the unregulated rate that APL is charging. d. We are interested in the market rate which APL is able to purchase electricity before reselling to me at a rate well over the public utility regulated rate. We would like an ethical explanation from APL to justify taking something as basic as “heat in winter”, and extracting as much profit as they can (up to 94%) at the expense of Ohio citizens.

  Business response

  11/28/2022

  A resident’s satisfaction with and opinion of American Power & Light (AP&L) are important to us, and we regret that you are not happy with the services that we have provided to you. Per the Public Utilities Commission of Ohio (PUCO), AP&L must charge the customer what the area’s default utility residential rate would be for their particular amount of usage. The location of Ms. ************’ property, The Annex at ******, means that AP&L must use the residential rates of American Electric Power (AEP) to calculate their bill each month. Unfortunately all invoices created for The Annex at ****** in September and October did not include the full rate calculation of AEP’s residential rate and were under billed due to this system error. We will not be back billing the residents to recoup this cost however. The system error has been resolved and the November billings are now using the correct residential rate for the site.

  AEP has a submetering bill calculation spreadsheet on their website for customers of submetering companies, such as AP&L, to double check their usage charges against the default residential cost. This can be found at https://www.aepohio.com/company/about/rates/. The bottom of this page contains the Submetering Bill Calculation Spreadsheet. Once you’ve downloaded this you will need to enable editing and content, which Excel should prompt you to do. Please plug the usage totals into the corresponding month on the spreadsheet. You’ll plug 203 kwh into the September 2022 row, 639 kwh into October 2022, and 721 kwh into November 2022. AEP’s charges for these time periods are $42.45, $104.73, and $118.12 respectively, versus AP&L’s charges of $24.74, $74.04, and $118.11.

  AP&L under billed Ms. ************ by a total of $50.40. This was no at no fault of the customers at The Annex at ******, so we will not try to recoup the difference. You can see that AEP’s total charge for 721 kwh during the month of November was $118.12, to which AP&L charged $118.11, showing that the correct rate is now being used. Going forward AEP’s residential rate will be employed to calculate the usage total for Ms. ************. We hope this response has answered your questions and provided clarity on AP&L’s billing practices. We've also attached AEP's spreadsheet for ease of access as well. 

  Customer response

  11/28/2022

  I spoke with the Public Utility Commission of Ohio and they confirmed that the AEP rate is .0732/kWh. Our most recent rate was .16381/kWh. This is 124% higher than the regulated rate. APL is implying that because they are not legally regulated by the Public Utility Commission, that they have no obligation to keep their rates reasonable. I am not satisfied with their answer. The information they gave is public information that I am already aware of. I already understand that submetering companies are not regulated. My complaint is that as an Ohio tenant/customer, it is unreasonable that I should have to pay 124% more than another ohio renter using the same amount of electricity. The PUCO and Ohio Supreme court addressed submetering companies in 2016 and no one took responsibility to protect Ohio citizens and hold these companies accountable. Because of this, I am in the situation I am in with APL. Therefore, I will continue to utilize my resources to hold this company accountable. 

  
  

  Also, APL did not address the market rate at which they are able to purchase the electricity.

  Business response

  11/28/2022

  Good Afternoon,

  The rate of .0732/kwh is the generation cost. It does not include their transmission and distribution charge, which is factored into our charge as a single line item- Electric Generation, Transmission, and Distribution- on your invoice. Their transmission and distribution charges are specific to the amount of power used in a cycle, but their base charge is .0732/kwh, which is what ours is as well. We have this built into our rate engine and update it each month to match American Electric Power's. AEP's bill calculation spreadsheet factors in the cost of transmission and distribution, which is why we' encourage you to check your bill totals from AP&L against what AEP would have billed you. Our rate system comes directly from their calculations per the PUCO. Please utilize the spread sheet to see what your total cost would have been over your last 3 invoices if you would have had AEP as your supplier. This bill calculator comes directly from their website. Let us know if you have difficulty using it and we would be happy to help. 

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Today, November 8, 2022, I came home to no electricity. My bill is due 11/10/2022 but was already paid in full. I called American Power and Light at 5:39pm but they were closed. I called the after hours number and was told an agent would be out within 4 hours. I called the after hours number at 7:33pm for an ETA and was told by the representative that no one would be out tonight and to call American Power and Light tomorrow. This rep said they are an answering service and there’s nothing they can do to help me because my account is labeled disconnected for non payment. I explained to **** ***** that I have a 0 balance and he said that even if I was disconnected for non payment in error, there is no one that can help me until 8am tomorrow. I have a documented medical condition that I was diagnosed with on 1/31/2021 that requires me to sleep with an electric machine. I can’t even enter my apartment because my garage door is electric and there isn’t a manual way to enter through the outside of my garage. My house key is inside my apartment because I don’t use it since my garage is attached to my apartment and I have entered my unit since August 2018.. I can’t even get my medical machine and go elsewhere due to my electricity being off. My American Power & Light Account # is *******.

  Business response

  12/02/2022

  American Power and Light (“APL”) appreciates the opportunity to respond to the complaint filed by Ms. ********, a resident in an apartment community at which APL provides sub-metering and billing services to the owner or property manager of the apartment community. APL strives to ensure that residents understand their billing statements and are kept apprised of past due amounts owed to APL.
  
  In connection with Ms. ********’s billing and payment history, it may be helpful to provide a description of her billing statements and notices of disconnect for the prior three month period. To that end:
  
  On September 21, 2022, APL sent Ms. ******** her billing statement, in which, the amount owed to APL by Ms. ******** was $123.42. Her payment was due on or before October 11, 2022, but was not made.
  
  On October 15, 2022, APL sent Ms. ******** a notice of disconnect, which stated that if she did not pay APL the overdue amount of $123.42 on or before October 29, 2022, her electricity would be disconnected. In APL’s sole discretion, APL did not disconnect her electricity on October 29, 2022.
  
  On October 20, 2022, APL sent Ms. ******** her billing statement, in which, the amount owed to APL by Ms. ******** was $225.60. This included the $123.42 amount that was due under her prior billing statement, but which had not yet been paid by Ms. ********.
  
  On November 3, 2022, APL sent a second notice of disconnect to Ms. ********, which stated that if she did not pay APL the overdue amount of $123.42 on or before November 6, 2022, her electricity would be disconnected. Because she did not make this payment by the due date of November 6, 2022, her electricity was disconnected on November 8, 2022.
  
  Residents seeking to have electricity re-connected must pay any past due amounts, any amounts attributed to electricity usage previously billed (including amounts that have been billed, but for which payment is not yet due), and a re-connect fee. On November 8, 2022, after the disconnection of her electricity, in order to have her electricity re-connected, Ms. ******** made a $315.60 payment to APL.
  
  On November 18, 2022, APL sent Ms. ******** a billing statement. This billing statement reflects her payment of $315.60 to APL and also reflects a credit to her account in the amount of $37.00 (this credit was to her account was because the amount that she paid to APL on November 8, 2022 to restore her electricity was $37.00 more than the necessary amount). The November 18, 2022 billing statement includes the amount owed to APL by Ms. ******** as of that date. After applying the $37.00 credit, this amount is $54.36.
  
  Except in limited circumstances (which do not apply to Ms. ********), APL does not provide after hour services to residents in the event of disconnection of electricity. APL understands that there may be circumstances in which certain qualifying medical conditions may delay or postpone a disconnection of electricity services, however, APL requires a resident to complete a form (which must be certified by a physician) and submit the completed form to APL prior to the date on which disconnection is scheduled to occur. Unfortunately, Ms. ******** did not take the necessary steps or submit the required form prior to the date on which her electricity was disconnected. APL notes that once the required form is submitted to APL and approved by APL, it is effective for thirty days, during which time a resident’s electricity will not be disconnected by APL. Upon expiration of the thirty day period, if desired by the resident, the resident may submit a new form to APL. A resident may rely on the medical exception to disconnect no more than three times during a rolling twelve month period.
  
  APL trusts that the responses above have fully addressed Ms. ********’s complaint, but to the extent that she would like to do so, APL would be happy to speak with Ms. ******** concerning the aforementioned billing statements, notices of disconnection and medical condition form described above.

  Customer response

  12/02/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18378107
  
  I am rejecting this response because: My entire balance was paid BEFORE the due date that was printed on my billing statement that I received via US Mail. APL did not send any notification of disconnect to my current email. I NEVER received a phone call about being disconnected, nor did I receive anything US mail.  I was told on November 8th when I called APL that someone would be out in a few hours. I called back for an ETA and was told no one would be out. I have never in my life been disconnected for electric and one phone call and my balance would’ve been paid in full at any given time.
  
  Regards,
  
  ***** ********

• Initial Complaint

  06/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My power bill has consistently been over 80 dollars ever since I moved into this 700 something square foot apartment in 2020. The charges are currently around 100 or more dollars and it is not consistent with the amount of energy I use based on the size of my place. If it’s possible, I’d like the current and previous charges to be assessed for accuracy and refunded the difference.

  Business response

  06/28/2022

  The customer is using about the same amount of power last year for the same service period for the bill in question, however the cost of energy has increased since last year creating the, perhaps, unexpected invoice increase. The 2 invoices are attached for reference. The cost per kwh at the time of billing on 6/15/21 was $0.14823 compared to the their most recent invoice where the cost per kwh on 6/09/22 was $0.16335. The rates for American Power & Light come directly from the area's default utility, which in this case is AEP. So while the usage is extremely close the rise in energy costs have caused increases in utility bills recently. Knowing this, if the customer would like to schedule a work order to test their meter for accuracy we would be glad to accommodate this request. They will need to contact us at ###-###-#### to get this scheduled.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My complaint is about the price gauging of American Power &light LLC, and the arraignment they have with the apartment complexes that are benefiting from the arrangement. I have been in this apartment since October 1, 2021 initial bill was $172 plus it’s now January 25, 2021 and my electric bill is $340! That’s a 100 dollar difference each month My bill has constantly has gone up every month and I cut my washer, dryer, garbage disposal and dishwasher off at the breaker and all appliances are unplugged after use to save on my electric bill! My heat is set at 72 degrees and it’s still cold in my apartment and I don’t turn it up out of far of the bill! I work first shift and during those hours it’s set at 68 degrees! Clearly something is wrong in this scenario. When I called the company out of concern about my bill in November they explained it was due to colder weather I run my heat at 72 since November and this January a 168 dollar difference? I’m over whelmed at this point and they want the bill in full every month! No budgeting plan or any type of assistance!! My electric bill is higher than my car note!!! Definitely won’t be renewing my lease after this!!!! I’ve rented 41 years and never seen electric bills of this Magnitude especially for a 960 sq ft apartment

  Business response

  01/26/2022

  Your customer satisfaction and opinion of American Power & Light (AP&L) are important to us, and we regret that you are not happy with the services that we have provided to you. We strive to make sure that our customers have a good experience with us, and, to the extent a customer is dissatisfied, we want to take necessary steps to fix that situation.

  We want to ensure you that we are not price gouging. Per the Public Utilities Commission of Ohio (PUCO) AP&L must charge equal to or less than what your area’s default utility would charge for the equivalent usage amount. The default utility price is listed under the Electric Usage Summary on your monthly. This cost is what your area’s default utility is charging per kwh for your usage total. You can check this by dividing your Electric Generation, Transmission, and Distribution total by your usage.

  You have mentioned the increases you’ve seen in your bills each month since you moved in. You moved in at the end of summer/start of fall season. You’re bills have increased each month but this is in no way uncommon as residents head into the winter months. The colder the temperatures outside the more the utility bill will be to heat the unit unfortunately. The average usage at the property has actually increased by 123% since you have moved in and this can be traced directly to the cooling temperatures. So you can see everyone’s usage numbers have gone up significantly in your complex during this time frame.

  What is concerning with your residence is that your bill has increased by about 360%. AP&L only monitors and bills the usage for your address. We do not, and cannot, control how much energy is consumed within the unit. You may want to contact your property to have an HVAC specialist investigate this system to make sure it is operating properly. While we do know how much energy your unit has consumed that doesn’t mean that something within the unit isn’t acting up to cause an even larger increase that what would typically be seen.

  We trust this response addresses your concerns, but if you have further questions or would like to discuss this response, please call our customer service department, and we will be happy to speak with your further. We would also be happy to set you up on a payment arrangement for this most recent invoice using our Winter Payment Plan. Again, please call if this is something you would like to pursue.

  Customer response

  01/26/2022

  That’s a generic/ automated response to the keyword gouge, none of my questions were answered and they are not equal to or less than others electric companies. I attempted to call customer service today and receive a rude employee she stated “her supervisor was off today!” I asked for a name she stated “****” I ask for an extension and never received one! I was transferred to a random voicemail with no greeting. I am not satisfied with the answer that was given. The apartments only deal with this company and customers have no choice but to pay! Or be threaten with eviction is not paid in full every month along with the rent and no type of help or relief until my lease is up! It’s an Monopoly with this company and the owners of the property complex! 
  

  Customer response

  01/29/2022

  Regards, I have yet to speak with anyone to set up an appointment for the Meter reader to be tested, I would like my meter to be tested for  any defaults on the company’s end I will be forwarding and emailing the apartment complex. I would like to receive a call from a customer service supervisor that would/could set an appointment for the test to be done and also payment arrangements. As far as just going back and fourth with no action attached is not helping.
  

  Business response

  02/08/2022

  AP&L inspected the meter for the resident on Tuesday, 2/7. The test involved insuring that we are billing the resident for correct meter as well as the accuracy of that meter. We were able to confirm that meter ******** is in fact the correct meter to be billing for the address of the resident. We were also able to confirm the accuracy of the meter as it tested at 100.0%. This falls well within the range of the ANSI Standards of 98%-102%. We have attached the signed test results with this reply. AP&L has shown in good faith that these charges in fact are accurate for the unit that the resident resides in and that AP&L is not participating in price-gouging or over-billing for the resident. AP&L is charging the resident for exactly what the unit is using each service period.

*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. ↩