IPL Review

Always out by the Marsh in Broad Ripple. IPL sucks.

IPL is a joke! By due date to pay my bill is the 18th of May but yet they came and shut my power off today. Still sitting here with no power. Before they closed I contacted someone about the issue and they stated it doesn't matter what the online due date is, it matters what the printed copy of your bill says. I asked why does the online statement and paper statement conflict each other. Again I was told "it doesn't matter what the online bill says, your paper statement said the 16th." Ok, well the paper statement says it's due the 16th, not before. Today is still the 16th, why not shut it off tomorrow if I dont pay today? Plus if I paid my bill way before 9pm and no one has shown up to turn my power back on I should be allowed to turn the power on myself. It's very easy to do. We all make mistakes but some of us have a job to do tomorrow.

I have had few instances where I needed to contact IPL, but each time has been extremely poorly handled. Long wait times on the phone, longer waiting for someone to actually show up.

Each and every time they ask for a phone number to call, yet I have never received a call from them to say they are going to be later than expected or that they are on their way.

Currently on hold for going over 1 hour, there MIGHT be storms later today, but have been none yet, and there weren't any yesterday. Seems the obvious answer is they simply have almost no one, or in fact no one answering phones (on the line you are supposed to report down power lines).

Long wait for call center and just unreasonable hours of operation for must people. But mostly Just rude customer service on the phone for just simple questions. Wish I had another option after my phone call today

Company does not care about it's customers. They know that they can charge you whatever bogus fees and rates that they want and there is nothing you can do about it because there are no competitors.

While I received very helpful information about the budget plan from the first operator I spoke with who told me I needed to find out the square footage of my apartment and to call back, I found no consistency between what she told me and the two other operators that I spoke with today.

They close at 5 at the office and 6 on the phone. Went down there in rush hour just to have them look at me and walk away.

Terrible response time. Rude customer service reps. Unfair pricing.

IPL is needs to transition off of coal NOW. The current plan is to continue to be dependent on coal and a super polluter power plant for at least 2 more decades which is unacceptable.

Have had REPEATED problems with this company, several mistakes on their end that have not been resolved after several phone calls with very rude customer service agents. One of the worst experiences I have ever had, please save yourself the trouble.

speedy and professional fix for power line encroachment issue. I had the service line to my house running from my neighbor's yard across my driveway to connect to the house. It was preventing me from putting new Travel Trailer in the driveway. I contacted IPL, who connected me to an engineer. He quickly looked at the issue via Google Maps and called me. Explained what it looked like and how they could resolve it. Within 2 weeks, the IPL trucks came to my house, dropped the original line and ran it to a pole on the other side of my property. I know in a world where we complain about our public utilities you might be surprised, but I couldn't be happier with the results or their professionalism. Hats off for a job well done by all involved!

After I Got My Refund Check. How The Hell Is My Bill $35.03!! And I Was Out Of Town!!! I Unplugged Everything When I Left... I Will Be Moving Next Month. DO NOT MOVE TO INDIANAPOLIS!!!

Rigged meters. They need to be investigated for this. Seriously.

I live in the south side of Indy near 135 and county line road. For no good reason at all, our power goes out at least 2-3 times a week or more! I have a disability requiring a power wheelchair and external ventilator at night. When the power goes out I have no access to the medical devices I need to survive. This is a multiple times a week problem!! It's gotten to the point we want to get a generator for the house or move. There is no reason for this many outages a week! The power will go out on perfectly sunny days or calm nights with no other explanations. I want answers! I pay good money for a service that causes me life threatening situations because of their incompetence! No other area in the city experiences as many outages as we do! This company is a joke, but unfortunately we have no other options.

I moved out of our apartment May 5th to a house transferred my services online to it. Received a bill a couple days ago over $200 IPL says they are charging me for a vacant apartment that isn t mine since May 5th. They added this to my new bill. They said I only transferred service but didn t disconnected it ? This is ridiculous. Here I am struggling paying a high house deposit & glasses for my oldest. They said my property manager needs to accept the charges. No ! Neither them or I should have to accept any charges. They should of disconnected it May 5th. Looks like I have to sue them.

Turned my lights off when my bill was paid up to date,only offered to remove reconnect fees which should have never accured..extra charges on your bill in the winter months so you have to get on budget plan..so u can't get your deposit back..somebody has to be filing a lawsuit..they charge u based on the weather outside

Very rude people working there and not timely at all

BEWARE of this company. If could give 0 star I would. Very rude Mexican supervisor unprofessional. Works for INDIANAPOLIS POWER AND LIGHT cuts trees in yard that are not mature Without permission. CAUSED DAMAGE DID NOT FIX. VERY RUDE OFFICE STAFF TOO.

They will always help me with payment plan when needed

Thank you for cutting off my lights while i have 2 young children who i cant feed due to no electricity. Makes it no better im 37 weeks pregnant i really pray something better takes over for our lights And power systems in the future cause this is cruel.

As usual a slow response to lost power. Coming up on 24 hours

I have never had a harder time to give someone money. The 20 minute process is nothing short of ignorant. I had to rate 1 star because there is no option to rate zero. The online system sucks.

Update: I put in a call to customer service regarding monitoring my usage online it says I'm ineligible to do so (this was a week ago) I was told I'd get a call back yet I never did not really that I'm surprised. Also I did the home assesment for energy saving they installed a nest thermostat BEWARE!!!!!!!!! Less than 2 weeks in it was shorting out causing my furnance to kick on an off multipule times in a short amount of time come to find out....nest does not link well with sump pump heat....glad the tech was so knowledgable...never again

Raise rates with zero explanation, I call customer service told to "monitor my usage online" cant find it told to "look at my bill online" except it says nothing different than what the damn paper bill says I would love to know what the new charge is that isnt explained anywhere

I called as soon as my power went out as a tree was hit by lightning and caused them to fall on the power lines and into my pool. Now keep in mind this was at 5:30pm to 5:45pm. I thought someone was going to come out right away.... nothing at all. I called around 7pm to ask on an ETA, they could not give me one. I reitterated that there were trees on top of the lines as well as down. Was given the run around. Finally called again around 11:15pm. They assured me that they are working all night until it's all done, even if it's 1am or whenever. I asked " they will really come here that late and do all this?" , "What if I'm asleep, they will need me to let them in my back yard". She said they would wake me up to let them in. This issue should have been solved way earlier as there is a FREAKING power line down

Crooks. Charging me 500 dollars for shoebox studio apartment.

Absolutely awful automated call system. On top of that the kubra billing system they use has no way of knowing your account balance. I had to call multiple times between ipl and kubra to pay one bill.
And my online bill pay was also not working.
Very inefficient and needs a lot of improvement.

Maybe people would pay their bill on time more often if IPL would make their online payment process more user-friendly to match the 21st century!!

Disconnected lights way before the bill was due and 2 days later lights still off and bill is at 0

essentially a bunch of criminals and scam artists running this company . Cut my power off for no apparent reason on a Friday , and said no one would come to turn it on till Monday . Called and asked how what can I do in the mean time , and the rep hung up the phone without an answer . Incredibly unprofessional .

I really had no problems with them...when I did use to go down to the office..my experiences was in and out...no longer than a 10 minute wait time...which I can say awesome...I do more over the phone and I can say Great and they always polite...so keep up the good work...

Only giving one star for the other lady that was kinda nice and helpful, but their staff isn't very helpful, neither professional cuz they are rude. Their customer service mobile line is much better than in person at the office!

I just realized you can choose to buy Green Energy - a very cool feature IPL offers. It's only about a $1.00-$2.00 more a month - it's a no-brainer.
In general, I haven't had many issues with electricity or billing.
The option to buy Green Power compelled me to write a review.

The slightest breeze blows, and we lose power. Any storm that comes through knocks out our power. For how much money we pay every month, it s ridiculous how often we lose power.

I've been without power and heat for approaching 48hrs now.. what do we pay these clowns for. Love the public works monopoly... NOT

Worst company I ve ever dealt with, I ve called about the same issue on three occasions. They continue to mix up me and my fathers account. So clearly no one checks social security numbers, you wait on the phone for 3 hours, or they just don t pick up. The app doesn t work, it s damn near impossible to reset your password. My payments continue to go to the wrong address. I just wish there was a second option instead of using IPL.

No service on the weekends. Had a tenant move out Friday and cancel their power and I wasn't able to turn it back on until Monday. Freezing temperatures and no heat in the house.

Absolutely terrible customer service, and the ability to get correct billing is impossible.

It better of going off the grid and doing solar power they are highway robbery and then give a lot of bs to get lights turn back on

I'm struggling to pay the bill to heat my home in the winter, but I'm still paying it. So IPL tacks on an extra $200 deposit charge to the bill that I'm already struggling to pay, so they can get a chance to disconnect & charge me even more money that I can't afford. According to the note on the bill, a deposit is required in case I don't pay my last bill. Apparently it doesn't matter that I've had service in my name at this address for 25 years. Why does Indianapolis allow IPL along with Wright tree service to keep ripping people off?

Absolutely awful. Charging security deposits to rip people off who fell behind during this pandemic. Just a way to punish and rip off struggling customers since they can't cut them off. I just got on chemotherapy and fell behind by 40 dollars but paid as much as I could monthly. Never missed a month. They charged me 108.00 additional dollars for this security deposit on top of the monthly bill, and 40 past due. This should be illegal.

This company doesn t care about their customers. The bottom line is pay your bill or we disconnect you and it might be 3 days before they turn you back on.

They closed the restrooms, that's pretty low.All the money you collect and you can't keep the facilities open.No excuse!

Cooper your easy pay is not very easy! I need you to change your name to Inconvenient Pay

If I could give 0 stars I would. I paid my bill in full and they DOUBLE charged me $154 (that's a $308 total folks) and then claimed that it was not their responsibility (!) and that I would have to call my bank to stop the payment. The service reps I worked with were both incredibly passive and they were very quick to punt the problem to my bank and their "third party" payment system (KUBRA, which sounds like a super-villain name anyway).

Now, my university used KUBRA for electronic payments and I never had this problem, and apparently Citizen's Gas uses KUBRA as well and I've never had an issue. Basically, the whole thing is absolutely bogus. The customer service was mediocre at best and the payment system is a literal scam. Too bad they have a monopoly on the market!

I will be paying my bills in cash from here on out and freaking laminating the receipts and keeping them for 7 years. (That's a bit of an exaggeration, but you get my point.)

I cannot wait until I can move out of this city and never have to think of this bullshit establishment again, let alone give them my hard-earned money.

Monday July 27, 2020: Came home from work and the power is out AGAIN. Neighbor says it's been off for hours. I will be filing ANOTHER complaint. 10:14 AM Monday July 13, 2020: Yet ANOTHER power blip and now my microwave isn't working. After I report to the IPL operator I will be filing yet ANOTHER complaint with the Commission.

Horrible service with poor communication. Had automatic payments set up that apparently were not going through and I was never notified until one day, my power shut off. Was also given no warning of it being shut off until they decided to do it. DO NOT CHOOSE THIS SERVICE IF YOU HAVE OPTIONS.

Our power goes out for hours for absolutely no reason at all.

If you have asthma try to find another electrical company in the area, they'll cut you off in the middle of summer for $10 when they have a $100 deposit. Bottom line outweighs morality all throughout this company. Pay close attention to your bills (if you ever receive them).

Power is fine where I live. Haven't had any problems with it going out. But, IPL need to start accepting American Express via online payment services.

All things considered, a pretty good electric utility. Special discounts for electric vehicles, smart t-stats and discounts for summer A/C controlling, and super affordable green power options. The two linemen that hooked up our new underground service were skilled & professional & interesting to watch. Rates are pretty affordable, compared to what other companies charge in other states.

So I was a few months past due on my bill because of the whole pandemic thing going on I m sure you guys have heard of it. IPL sends out letters saying pay as much as you can when you can but they aren t charging disconnect fees so I take that just pay what you can well i finally pay my bill in full and my next bill is close to $500 dollars because they charged me a deposit fee..... in the middle of a pandemic. I can t believe that s even legal for them to do.

IPL has poor customer service. And I highly suggest Google update this review platform with below one star.

It is truly unfortunate that in Indianapolis we only have 1 energy provider. IPL is not efficient in any area yet want us to be. We experience the same weather typically in Indiana yet in December 2016 many people bills exceeded their regular bill 2-3 times. Zero explanation or legitimate reason. Customer service has ALWAYS sucked at IPL no reason to ever call or get any explaination. Nor go down to the office unless you want to wait an hour or 3. Efficient huh...
Thank you for the energy that you do provide!

They deserve a 0 star rating. The electricity to my house has went out SEVERAL times within the last year, almost once a month. The last time it was out for 18 hours and our child was sick with a fever and when we called customer service to get an estimated time on when it would be fixed, the lady who answered the phone was extremely rude and highly unprofessional. She said, "We can't control the weather and think about the men that are out working to get the issue fixed". I told her, " The last thing I'm thinking about is your PAID EMPLOYEES. I am thinking of my sick child and my other three children that are sitting in my home with no heat because of these NUMEROUS outages. Why doesn't your company do a better job of finding out why this keeps happening instead of putting a bandaid on it everytime ". I couldn't believe what I was hearing from her. She had a I don't care about the customers just our employees kind of attitude. Disgusting human being. You are a woman defending PAID men who applied for their job title and knew what they were getting into when they accepted their position. Get real lady.

The situation:

Every month I have my bill taken out of my checking account automatically to ensure I don't have to worry about it. It just so happens that I don't have enough in my checking account this month but have more than enough in my savings to cover the bill and transfer it over. I call you guys and get the response of incurring an additional $20 fee and use my history (good not great apparently) as a means to wave it only to be denied due to the same issue happening LAST MAY. I could understand if I were a consistent offender of this but a couple instances to not wave a fee is childish.

I think rather than nickel and diming people for petty instances you'd get a lot further and have a better rating than you do.

I got a call saying I have not been paying for the past 3 months. I check my banking account and the payments are there and I have my conformation numbers. I told them that I have the proof and they said "that doesn't prove anything". They also said they have sent letters in the mail stating we are past due. IPL says we have 40 minutes to pay $1400 in order for them to hold the disconnection. I called again to ask questions and the operator literally began to yell at me over the phone. WORST COMPANY EVER

They don't care if U r struggling U on ur own n HV asthma n on the breathing machine they will still cut it stuff off

HORRIBLE: no power for 10 days and counting! Bad customer service, no answers, called 3 times in a row and got 3 different people..they all gave me diffferent answers

Power in my neighborhood has been cutting off and on intermittently for the past week, with no answer for it that I have seen. Missing alarms and waking up to chirping smoke detectors was pretty annoying but generally harmless. Now however, my desktop PC (plugged into a surge protector) is refusing to turn on. It was functioning completely fine last night, until the power cut out and took the modem with it. After waking up today I discovered that it is completely unresponsive. No lights, nothing. The last time I remember it working normally was when I was trying to establish an internet connection after the power went out. Then it cut a second time and I gave up and went to bed, with the power returning around 5-6 AM. I fear the reset is what may have done it. I am really not trying to be a 'Karen' but if my computer's PSU or other components are fried because of these random surges I will be absolutely livid.

Horrible, disgusting excuse for a company. We transferred service to our new home and they shut off our power with no notice. They are now closed until tomorrow so we will be without power for the next 12-20 hours in 90 degree heat. Thanks IPL for your complete and utter lack of morals, ethics, and customer service.

It's a great company. The receptionists speak politely and respectfully.

My power sucks ass from IPL. Brown outs affecting my Hifi stuff. I have it on High End surge protectors but these are so bad its still creating major issues. My central A/C is also getting throttled for they have no clue what capacity planning means! Get it together or a class action lawsuit is coming! You heard it here first folks! Think of the damage they're doing to John Q. Public.

Online payment option has not worked going on two years now. It takes me making a ten minute phone call via phone tree to pay my bill, what should only take a click on the computer. I provide this feedback every month but the response I get is always we are working on it.

That s an incredibly high score given my neighborhood and the way the power goes out regularly. We call to get what s going on and it s pre recorded.... because you care lol . You got a 3 because you would do worse it you where a 1. No customer service... I mean you ll just stop service. We didn t have much can t afford the loss. Is it education? You don t have enough people or is it my area doesn t matter? Probably never answer that simple obvious question because that might cost you something. Thanks for little help. You deserve a 1

After seeing the other comments and reviews, I m not surprised anymore. My apartment complex chose this company to be our ONLY option for an electric company and knowing that we have no choice, they will take every penny they can and no customer service help. I kept my apartment cold this winter and IPL even told me I was below the average consumption of energy and my bill was $400! What the hell is average then? My last bill I had Air and heat off for a month and my bill was fu**ing $200! They won t explain and will only get defensive. If you are looking for electrical...go somewhere else. And I hope you see this IPL.

I don't understand how in a largely Republican state with strong free-market values we still have to deal with a local monopoly like IPL. As consumers, we have no market leverage in demanding better service and lower prices from IPL. For example, If I was having a really bad time with AT&T customer service, my calls kept dropped and the bill was just creeping up arbitrarily - I'd be able to go to Verizon, Sprint, T-Mobile, Google Fi etc, collect offers and decide on a better, lower priced option. That is how free markets are supposed to work. With IPL, I have to continually be kicked and kicked and kicked, and my only options to stop the kicking is to A. turn the electricity completely off in my home or B. Switch to solar and install a wind turbine on the deck of my condo downtown? It's absurd. This is robber baron capitalism at it's finest. If I didn't know better I'd think I was doing business with the Oligarchs at Gazprom.

These people are extremely slow and very unprofessional. We came down here to get lights turned on and because the person that lived in the apartment before us had an outstanding balance on their account we had to bring a copy of the lease and a picture ID to start service which is fine but we sat in the waiting room for an hour before somebody even called us up to a window then when we got to the window she took our information and didn't come back for almost 30 minutes. Horrible experience. The only reason this place is still in business is because people need electricity to live.

Westside power goes out every time it rains and stays off for 2 days no appliances to cook food for our children this is horrible they can t go to school for lunch and we can t feed them at home

You guys are the worst power company in this planet.

All of the men and women in the business call center are amazing! they are always on top of their game and are so timely. The company could work on the length of talk and prompt time before getting into the cue.

The light company.. Do not have no compassion when known we had a long Winter and when I talk to them about it.. there was no compassion...I have been paying my bill every Month at 395.00 or more..but they did not care about that.. they like it's A crime to help anyone out... I say again they are heartless... the person who own the company pick that right people to do they job... NO HEART... BUT WHAT THEY DID TO REMEMBER THEY CAN END UP ON THE OTHER SIDE OF THE LIGHT COMPANY AND NEED HELP TO....I know it's not good to hate... BUT I HATE THE HELL OUT OF...INDIANAPOLIS POWER AND LIGHTS COMPANY..

Power has been off all night over some 40 mph winds. Just went to the grocery. It's probably bad. IPL sucks. The rates they charge. We should be powered up in minutes. Now I'm sick ,cold and hungry. Thanks for sucking so bad IPL

I don't know why my bill here in a two bedroom apartment is three times the amount I paid when I lived in Denver.

Power has been out for 2 days. How can they fix 25000 people in 1 day but can get the last 2000 done. Its 30 degrees outside.

Deposit is a scam. They tack on extra fees and charge random amounts for whatever they want to call it. They cannot give me a good explanation why the average price per kilowatt/Hr is $00.08-$00.09 in Indianapolis, and I pay $00.115. They have no idea what is going on and will not work with you on anything. No solutions, EVER.

Terribly inefficient call center. Sat on hold for 10 minutes before randomly being hung up on. Called back and pressed all the button prompts and waited for over 20 minutes, then was told I was at the wrong department, and told, "it's okay, I'll transfer you right over". Proceeded to wait on hold again another 20 minutes. Ultimately spoke to someone who then was unable to answer questions about my account, and couldn't offer me any other options. If IPL were a real business that faced competition, they'd be out of business.

Today is the day that I am seriously considering going off the grid to rid myself from the borish behavior and incompetence of the customer service representatives and its managers......
I have tried on several occasions to understand why we are subjected to their stupidity of knowledge and their laziness of responsibility of the customers who legitimately have immediate needs.
The company was the better of the three several years ago and I would now rate them the WORST public utility company in the Indianapolis area and fear it will only get worse.....
My suggestion is to gut the department and go back to having a service center for interpersonal communication and stop hiding behind the phone!
What a waste of community relations......Grade F

Online payment never works. System always crashes. But I guess thats what you get with privatized utilities.

Power line from pole to home was incorrect, in turn it tore up power to my condenser and to transformer to furnace. Been two months and no reimbursement. Get behind one month on payment and the threats from IPL starts coming in the mail. Where is my credits IPL. Yes they are very slow and so very unprofessional.

Terrible company, website doesn't work. Submitted a service transfer request, came back to my new property and the service wasn't connected. Of course they can't help on the weekend so now I have to wait until Monday for power because they messed up a request.

Called today as my extension to pay was not in on time. IPL shut my electric off and refuses to turn it back on unless I hand them over, bare minimum, $198.00. Even offered an ACH for payment starting this friday... nope. So they left me and my children with absolutely no heat or electric with temperature dropping to near freezing. I just hope what little food we picked up from Gleaners doesn't go bad. Oh. Well. from IPL.
And if we are lucky, they might just turn it back on by Friday. IPL simply does not care they left us in the freezing cold even though I offered an ACH because we are talking 4 days. Oh. Well from IPL. Heartless Jerks