ComplaintsforBaltimore Gas And Electric Company
Electric Companies
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Complaint Details
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Initial Complaint
01/31/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I tried to resolve this by contacting customer service 6 times. 5 by phone, 1 by online contact form. I was unable to obtain a resolution. Our gas meter is broken and so our gas charges have been inflated to impossible levels. Our October 2021 gas portion of the bill was $570.81 alone. The billing rep put a hold on that amount and advised us to only pay the electric portion. She then did a remote test of the gas meter and told us it had an error code that required an in-persoon inspection of the meter. The billing hold was supposed to last until the meter was fixed. I was told that someone would call me to set up the gas inspection appointment When that did not happen I followed up by phone. I was again told to wait for someone to call. When that did not happen again, I followed up by web contact form in late January 2022. The written response was that the billing hold was removed and the case was closed. Case # *************. I was never informed that this happened. I would never have known unless I called back. I called BGE on 1/31/2022 and spoke with Tara. She was unable to help me and transferred me to another department. I have called and been transferred so many times, and I am back to square one on this issue. I have tried to be patient, but this is unacceptable. Even if I needed to wait for a gas meter appointment, that would be ok, but this should have been communicated. Instead the billing hold was removed and the case closed without notifying me in any way. I have no confidence that this will be resolved without filing this complaint. I need the following to happen for this to be resolved: 1) BGE to put the hold of $570.81 back on 2) Send out someone to inspect and fix our gas meter ASAPBusiness response
02/01/2022
Business Response /* (1000, 6, 2022/02/01) */ BGE has received this inquiry. A BGE representative will contact the customer directly by close of business February 8, 2022. Consumer Response /* (2001, 13, 2022/02/24) */ After working with Evan and Jessica, I want to confirm that my issue was resolved. I am highly satisfied with the customer service shown once they got on the case. Jessica credited the balance due to the spike back to my account and adjusted the amount to one which was fair and acceptable. My meter was changed out with a new one on Feb 1st, 2022. As of today (2/24/2022) I can see that my gas usage is reasonably comparable to last February and the spikes are gone. Many thanks to these two wonderful representatives at BGE.Initial Complaint
01/28/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
For almost a month I've talked to rude people at BGE my acc #********** and my bank no one wants to take responsibility for a missing electronic payment #********* of $120 bank cleared Jan 4th. My online bill pay dept says BGEs job to find missing cleared payment. BGE wants me to get bank to prove it cleared! I have excellent credit because I pay my bills so it was insulting for BGE rep to claim I pay by credit card with a number not mine?! Bank has sent BGE payments FOR YEARS! BGE accused me of canceling Jan 4th "cleared" payment!! I've seen more payment mistakes during pandemic it's sad! There has to be a way to find this missing payment!! I'm not giving BGE another $120! I'm going to bank tomorrow to see if online bill pay dept can provide more tracking info BGE got the payment!!!!! From this point on using BGE app for payments although this has never happened but BGE charging me a fee for mistakes is insulting?!Business response
01/31/2022
Business Response /* (1000, 5, 2022/01/28) */ BGE is in receipt of this inquiry. A BGE representative will contact the customer directly by close of business February 4, 2022. Consumer Response /* (3000, 8, 2022/01/28) */ ***Document Attached*** BGE just informed me due to their mistake crediting the wrong account I must submit proof my bank electronically submitted payment! Well that proves it was received!! Person whom got my payment is claiming it as theirs!! What a pandemic mess!! My bank has opened an investigation! BGE assigned someone to my case to research. I emailed all proof my bank submitted that $120 and it cleared/posted to BGE! Consumer Response /* (2001, 11, 2022/01/29) */ Received email today from BGE lost payments department my account has been credited with missing payment based on my evidence from bank electronically sending payment of $120!This issue has been resolved!Initial Complaint
01/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
2 months ago I started my gas service and I still don't have gas to my home. I need the gas for my furnaces so that I can actually heat my home and have been freezing this whole time. When I first requested to start service the tech that came out refused to hang my meter even tho there was a meter in my home in July. He left my property so quick that he left his tools. He said I had to get an air pressure test in order to get the meter hung. I had gotten the air pressure test the first week of December and my job has been sitting in the queue since then. They made me go through new business even tho one of my gas lines should have been grandfathered in and they could have just come back to release the meter for the new line after the test. I have been without a reliable heat source for 2 months and I keep calling and calling to let the design team know that I have been freezing this whole time. I'm request compensation for the 2 months I have had to pay ridiculous electric bills due to the fact that I have 2 heat pumps currently with no resistance heating so the systems basically runs for 20+ hours a day. Had I had the gas heat my bill would probably be $50+ cheaper each month. They also claim several times that they did not receive my gas test certificate and but yesterday they magically found it and told me they received it the day after the test was approved on Dec 8th. As of right now I still haven't been scheduled and I am request some compensation for my high utility bills due to the fact that my system is current all electric and cannot meet the set temps with out the gas heat and that they push to have my job completed ASAP.Business response
01/28/2022
Business Response /* (1000, 5, 2022/01/24) */ BGE is in receipt of this inquiry. I have reviewed BGE records and found the customer spoke with a BGE representative on today and was advised we will provide a schedule date for their job on today. A BGE representative will contact the customer directly to address all of their concerns by the close of business January 31, 2022. Consumer Response /* (2000, 7, 2022/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) The project was finally completed. I had to wait 2 months for a 20 minute job. Hopefully, someone reaches out to discuss some sort of reimbursement for making me have to suffer through some of the coldest days of the winter without an adequate heat source.Initial Complaint
01/18/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
There is a street light out on our corner , where all the work have been completed and repaired. Beg refuse to cut the light on . I filed complaints and my neighbors have called them plenty of times . It's been well over 40 days . A 14 year old child was shot and robbed going to the store . U can't even go outside due to the violence in this neighborhood. Please help resolve this issueBusiness response
01/21/2022
Business Response /* (1000, 5, 2022/01/18) */ BGE is in receipt of this inquiry. A BGE representative will contact to the customer directly by close of business January 25, 2022. Consumer Response /* (3000, 7, 2022/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nobody has come out to even check on this light everytime a work order was submitted . there has been no activity for almost 30 days.Initial Complaint
01/04/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have charged multiple times due to billing issue I have attempted multiple times to contact the business regarding this issue. They have some technical issues that is keeping them from following up to resolve the issue. I was billed when I had credit of 98.70 on the account multiple times in the amount of 43.88. I need my credit back of 98.70. Where did the credit disappear to?Business response
01/12/2022
Business Response /* (1000, 5, 2022/01/06) */ BGE is in receipt of this inquiry. A BGE representative will contact the customer directly by close of business January 13, 2022 to address their concernInitial Complaint
12/27/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Over a week ago, BGE has turned off gas in the apartment that I'm renting without explanation. Called the company and they apparently "lost" my account. Restarted a new one and was promised that today, Monday, December 27, a technician will come out to turn the service back on. Nobody ever showed up. Called the company (BGE) 5 times today and got a response that they have no record of an appointment. They made a new one for Wednesday, Dec 29, so I'm supposed to wait for a technician at some time between 7 am and 7 pm. Meanwhile, I have not had hot water, ability to cook or to warm up the apartment above 55F (it's fairly good outside and obviously, with heated depending on gas, the inside temperature is not welcoming). I want BGE to 1. Turn the damn service already. 2. take responsibility for poor service, lack of responsiveness and provide 2 months of service free of charge.Business response
01/06/2022
Business Response /* (1000, 5, 2022/01/05) */ BGE received the customer's complaint. We have reviewed BGE records and have found the customer's service was restored on December 29,2021. A BGE representative will contact the customer directly to discuss their concerns by close of business January 12, 2022. Consumer Response /* (2000, 7, 2022/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Confirming that the service has been restored.Initial Complaint
11/18/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have been trying since February 2021 to resolve the overage charged by BGE for services to my mom's property which has been vacant since she passed away May 24, 2020. I have made repeated calls. Had a disputed amount of $257, per the BGE rep, tried to be convinced the meter was not able to read and someone had come out to read it saying the meter was on the outside of the property when it is not. It is IN the basement of the home and therefore no one could have ever serviced it with me letting them in. When I finally did get someone to come and read and repair said meter, I still was left waiting for my refund. I called and was told it couldn't be issued to me with a letter of representation, which I emailed and was then told it would have to be issued in my mother's name which is fine. I can cash it by signing "to the estate of", still no refund received. I finally got final bill in the mail a few days ago and it is not the amount being disputed. It has no explanation of the breakdown of the months for which I was charged for gas that was not used at all, again since the property has been vacant since my mom passed. Issuing a future credit is useless I do not live, nor plan to live in the property. BGE was more concerned with moving the account from my mom's name to mine, thus making access to the prior account almost impossible to get access to or receive a resolution. I want a detailed explanation as to how the credit amount was determined and I would like to know when I would receive an actual CHECK for the refund amount. The previous account in my mother's name (*********) was ********** and the current account number (currently in my name ***************) is **********Business response
12/02/2021
Business Response /* (1000, 5, 2021/11/18) */ BGE is in receipt of this inquiry. A BGE representative will contact the customer directly by close of business December 1, 2021. Consumer Response /* (3000, 7, 2021/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The popup message read if I accept BBB will close case and I'd have to refile. Also, I've been told by BGE someone would be in touch before and never received written correspondence nor a phone call which is the reason for the complaint now. I may be reached at ************. Business Response /* (4000, 11, 2021/11/30) */ A BGE representative contacted the customer on yesterday November 29, 2021, to discuss their concerns. The customer indicated to the BGE representative that they were satisfied with the resolution. Consumer Response /* (2000, 13, 2021/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am not being refunded the full amount quoted to me the BGE rep back in February of this year but I tired of the back and forth and will take the $93 and some change refund, to be received by check, and a $50 to my current bill. This has been truly exhausting and I have other issues to deal with concerning my mother's estate.Initial Complaint
11/12/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
One of BGE electrical pole/post locates inside my property line. I would like BGE to relocate it to outside my property. BGE does not have easement over my property. I submitted service request to BGE customer services and the incident was closed. Asked me to contact and new business and construction. Contacted the BGE new business and construction department and submitted a requested form. Received a phone call from the assigned staff. The guy never showed up or updated any status info.Business response
11/15/2021
Business Response /* (1000, 5, 2021/11/15) */ BGE is in receipt of this inquiry. A BGE representative will contact the customer directly by close of business November 22, 2021 to discuss their concerns. Consumer Response /* (3000, 13, 2021/11/24) */ ***Document Attached*** There is a BGE work order #******** and it is still active (see attachment). Why the complain was closed?Initial Complaint
10/24/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
October 2021. Back to their criminal practices. Claiming they have not received my check. This is a practice the ceo of BGE encourages its staff to do. Claim they have not received payment. This is intentionally done to collect small amounts from their vast customer base that we are forced to be part of. The other part of this strategy. Is to have very poor customer service. They take forever to answer the phone and cant follow instructions. This is a plan to deceive and steal from their customers. CREDIT MY ACCOUNT CON ARTIST. BBB save us from these criminal's practices. Have the attorney general investigate these criminals.Business response
11/02/2021
Business Response /* (1000, 5, 2021/10/25) */ BGE has received this inquiry. A BGE representative will contact the customer directly to discuss their concerns by close of business on November 1, 2021.Initial Complaint
10/19/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
We are set up on auto pay. There was a bill Last month sent stating, due to lack of payment, there Was a $500 deposit necessary. Again, we are on auto pay. I called last month to find out that It was indeed an error and was to be corrected immediately. I just looked at the bill and what was taken from my account. Not only was it not corrected, they took the $500 deposit. They are refusing to give it back in any industry norm time....saying 30-45 days. It's $500 and was incorrectly billed and taken. When this happens, this should be rectified immediately...for anyone. They have a monopoly on the area and that should be illegal.Business response
11/16/2021
Business Response /* (1000, 11, 2021/11/08) */ The attached document reflects the customer filed the inquiry on October 19, 2021 which was referred to a different company initially. Today is the first day BGE has become aware of this dispute. BGE records reflect the customer spoke with a BGE Supervisor on October 19, 2021 regarding the same concerns detailed in the attached dispute. As a result of the conversation, BGE expedited the refund. Please contact me if you have any questions or need additional information. Thank you. Kristin C******* BGE Priority Case Coordination Desk
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Contact Information
Customer Complaints Summary
229 total complaints in the last 3 years.
108 complaints closed in the last 12 months.