Business ProfileforAmerican Power and Light, LLC

BBB files indicate that this business has a pattern of complaints. Some customers' communications express dissatisfaction with billing and/or customer service. 

On 8/5/19, BBB asked the company to address the pattern of complaints. The company's response included the following information. 

AP&L has taken the following action to improve customer satisfaction:

In 2019, AP&L began using a new billing statement that makes it easy for residents to identify the billing period, the number of kwh of electricity used, the cost per kwh, the date payment is due and the amount that will be due if payment
is made late. The statement includes a link to a utility rate calculator (which customers may use to compare the electric service rates on their AP&L bill to that of the local default electric company). AP&L anticipates this new billing statement will reduce questions raised by residents regarding information on their bill.

AP&L has implemented a new phone system that is more user friendly for residents. Residents placed on hold are informed of their place in line with regard to speaking with a customer service representative. This phone system makes it
easier for AP&L to review a resident’s phone call to ensure customer service representatives are polite and fully responsive to a resident’s questions or complaints. 

AP&L provides intensive seasonal training for its customer service representatives to ensure that they are prepared for unique issues that arise because of the change in season. On an almost daily basis, AP&L’s customer service representatives listen to previous calls from residents and discuss the best ways in which AP&L may in the future address the residents’ questions and complaints.