AES Indiana
reviews and complaints

Hello,

I've reviewed the customer's concern and the account. The customer is correct that *** allows customers to place a $$ limit on recurring payments. However, any time the amount due is over the limit, it is the responsibility of the customer to make the appropriate payment.
This customer started service with us in 2016 and maintained service with us until August, 2017. Though the customer had a disconnect notice on the last *** before ending service, the deposit she had on file covered the balance. Because the customer didn't have a past due balance with us when she re-started service with us in March, 2020, we did not initially *** a new deposit.

Once service is started without a deposit, we do not *** a deposit unless one of the following criteria is met:
Two consecutive disconnect notice bills.
Three disconnect notice bills in a 12 month period.
Customer is disconnected for non-payment.
After starting service with us in March, 2020, the customer received disconnect notice bills on the following dates:

June 16, 2020
July 17, 2020
August 17. 2020
September 16, 2020

January 15, 2021
February, 15, 2021
May 12, 2021
July 14, 2021
August 12, 2021
September 14, 2021
October 14, 2021
And finally the service was disconnected for non-payment 11/08/2021.
Because of the pandemic, we did not *** deposits to eligible customers for a majority of 2020. Even without the physical disconnect for non-payment or any of the 2020 disconnect notice bills, however, this account warrants a deposit. I apologize that the deposit was not explained to the customer, but it is standard in these situations and cannot be waived. However, we recognize that a deposit can be a financial burden. As such, we offer both 3 and 6 month long term payment arrangements so that our customers can pay deposits off over time.

I see that this customer was placed on the budget and recently missed a budget payment. With the deposit billed in November, the budget may not be the best choice for the customer at this time.

If the customer would like a long term payment arrangement, she can process that request at ***.

As to the disconnect/reconnect charge, AES Indiana incurs charges whenever it is necessary to disconnect or reconnect a customer, therefore, we pass on disconnect and reconnect fees to customers. However, I have removed both the disconnect and reconnect fees as a one-time courtesy based on the customers statement that she didnt receive her *** due to a post office delay.

Thank you,

AES Indiana

Hello,

Ive read the customers concern. After reviewing her account, I can see why she would be concerned. Her spring and summer usage is more this year than it was last year.
The meter has been twice fairly recently. The most recent test was 06/15/2022. The customer was mailed a copy of the rest results, but they were as follows:

Light load: 100.09%
Full load: 100.09%

The meter was also tested 07/07/2021 with the following results:

Light load: 100.00%
Full load: 99.95%

All of these results are within normal range, which means that the meter is accurately measuring the energy consumption flowing through the meter. What we cannot do is determine how exactly the electricity is being used. Nor do we know exactly what is wired into the meter.
When I saw the difference between the spring and summer of 2021 and 2022, I thought it was possible that we had made a mistake when we upgraded her meter in October of 2021. Perhaps the meter installer placed her meter on a different meter base and someone elses meter on her meter base. While it is rare, that happens on occasion as the installers are only human. However, that is not the case. Our meter investigator pulled her meter to verify that her service went out when the meter was removed. That confirms that the meter that we have assigned to her address and account is truly her meter. The meter is correct, and it is measuring usage correctly.

Our weather over the winter and into this summer has been more extreme. For example, this January was much colder than last January. And weve already had several days of 90+ degree heat this summer. That extreme temperatures can lead to increased usage. If our air is set on 75, and it is 80 outside, our air conditioner has to run hard enough to bring the inside temperature down 5 degrees. However, if is it 95 outside, our air conditioner has to worker much harder to bring the temperature down 20 degrees. The same is true for winter. If we keep our thermostat set to 70, and it is 45 outside, the furnace has run enough to make up a 25-degree temperature difference. If it is 20 though, the furnace has to run enough to make up a 50-degree difference, which is essentially twice as hard.
It is also possible that one of her major appliances has become less efficient over time. Air conditioners,water heaters, refrigerators and furnaces eventually become less efficient and have to work harder than before to do their jobs. As I work for a utility, my friends will frequently ask questions about usage. A friend had increased usage over the winter even though shed replaced her furnace in the fall. She couldnt understand why. That increased usage continued into the spring and summer. Finally, her water heater stopped working. When she replaced it, she found that her energy consumption decreased considerably. Her water heater had become less and less efficient over several months even though it still heated the water for quite some time. Perhaps the maintenance staff could check her appliances.
One of our customers was disconnected for non-payment. She lived in a condo or townhome. It was discovered that the power for her neighbors garage door was wired into her meter. Im not suggesting that something from a neighbors apartment is wired into this customers meter as that is a rare occurrence,but it is one possibility for the increased usage, especially if someone moved in around the time of the increased usage. I took a quick look at people around her in our system and didnt notice any move ins close to this spring though.

Good seals on windows and doors can also make a big difference. If the customer can feel hot or cold air coming in, then heat and air are escaping the inside as well.

The customer stated that she doesnt really use power any differently this year than last year, but that is another way to increase or decrease usage. If 3 people lived in a home and two moved out, it would make sense for service to go down some.
Our meters submit data each day, so we have daily readings. Ive attached a 90-day usage history. Usage is fairly consistent with nothing ridiculous standing out.

I wish I could provide the customer with a more definitive and reassuring reason why her usage ha increased. There are just so many variables. I can assure you that the meter is measuring consumption correctly.

We allow 2 long-term payment arrangements should that ever become necessary. We also offer short term arrangements as well. Our website also offers tips for energy savings, and a 75 ways to save electricity tip brochure can be found online at https://www.aesindiana.com/energy-saving-tips.

Thank you,

AES Customer Services