Complaints

This profile includes complaints for Central Maine Power Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Central Maine Power Company

  83 Edison Dr Augusta, ME 04336-0002

• 

  Central Maine Power Company

  PO Box 847810 Boston, MA 02284-7810

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  cmp sent us a bill (for december) for $300 more than our november bill. We know our household and we have NOT used that muchmore electricity. We want cmp to remove the smart meter and retest the new meter. we would also like the bill to be reduced immediately. i am 73 years old and cannot affort this insanity

  Business Response

  Date: 01/03/2025

  This customer first contacted ********************** about this concern by email on 1/1/2025.  CMP responded by calling them by phone on 1/3/2025. The customer service represnetative (***) explained to the customer that the current bill reflects higher usage than the prior bill period. This is partly due to the November bill reflecting an estimated meter read.  CMP estimates meter reads when it did not receive an actual meter read. It estimates reads based on prior usage at the location. Using hourly data later sent by the meter, the estimate was lower than the actual usage here.The current bill reflected an actual read, which "trues up" billing for actual usage used at this location. In addition to billing for usage that was underestimated in the last billing cycle, more power has been used this year than when compared to last month, or even last year.  This location typically uses more power in months when there is colder weather.  

  During the phone call, the customer told the *** that there are now 2 families living in the home and that a heat tape was recently installed.  Both of these may contribute to higher usage.  The *** described some troubleshooting steps.  The customer said he was going to unplug the heat tape to see if it makes a difference and the *** agreed to call him back on Monday to continue troubleshooting. 

  Customers do have a right to opt out of **********************'s standard Smart Metering program; however, by doing so will lose the ability to use online tools to help identify their usage patterns,  such as Energy Manager which shows graphs of usage down to the hour. Customers also have a right to have their meters tested annually at no cost by contacting CMP.  We will ensure the *** who calls the customer as previously agreed also provides this information, along with financual assistance options here.

  In review of the account, ********************** has billed accurately and is poviding excellent customer service, in a timely manner, to best assist this customer to reduce bills by reducing usage and offering information on all other concerns and assistance. 

   

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a master electrican for the state of Maine. License #**********. I am informing you of a suituation of sub-par work completed by CMP and the unwillingness to correct it. On the beginning of July of 2024 I completed the seperation of a 100 amp service of at the above listed address. We upgraded the home 2 a 200 amp service. Due to a 3 meter trim supply shortage I used 3 seperate 100 amp meter trims to complete this job. CMP disconnected as agreed. The work was completed. Upon arrival to reconnect the linesman crew reconnected the service. I was in the basement of the property working on panel circuit installation When antoher CMP worker entered the building to alert me that he was there to install the meter trims as the lineman didnt have any with them and they called him. He brought it to my attention that his fellow coworkers had done a poor installtion as they used very large burndy connectors for each line and didn't cut back the riser cable lenght to the standard 1 foot service whip. I then went out only to see he was correct in saying they had completed a sloppy job leaving an otherwise clean service to look very unprofessional. I have done many services with CMP and this was the first time I had to call to complain about poor workmanship of a service. I called them that afternoon as I left the property. The CMP dispatch assured me they would look at it. I have since had placed an additional 6 calls as the homeowner has placed 2 themselves to have the job corrected. I have been told this will be resolved. They push the issue to the field supervisor whom has never conatcted me to resolve the issue. The fix is simple return and use the appropriate size connectors and shorten the service loop as to not be hanging low off the building.The field supervisor has failed to address this thus prompting me to file this complaint.

  Business Response

  Date: 10/16/2024

  CMP responded to the customer's and their family member electrician's request as they upgraded electrical service.  As said in their complaint, the customer could not procure a multi-gang enclosure (one enclosure that houses three meters).  Instead, they installed 3 separate meter enclosures, each with their own wiring (customer-owned), with approval of their local code enforcement. For this reason, and considering supply shortage, CMP also approved the customer's requested installation.  In order for CMP to connect its 3 wires to the customer's 9 wires safely and to ensure ********************** quality, ***** connectors were used. The onsite lineman described in the complaint understood that the electrician was not pleased so contacted his supervisor, who reviewed the installation in person and has had several conversations with the electrician.  The installation is safe.  If the customer chooses to install a multi-gang enclosure instead, the point of connection would change because CMP would then need only to connect its 3 wires to the customer's 3 wires.

  Customer Answer

  Date: 10/20/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:09/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted *** after acquiring a property. I asked them to supply me with the electricity to begin my remodel. They told me the previous owner had an outstanding balance I would inherit. After pointing out that my identity differs from the person who owes them money, they said I could fill out an application to establish my own service. They said that once I submitted this application, they would have 24 hours to determine that I am not affiliated with the previous owner. After 24 hours went by, I called them to ask when my power would be turned on, only to receive excuses as to why no one has done their job. Two calls later, they claimed my application just made it to a supervisor and that once it gets to a supervisor, that person has 24 hours to make the determination. I waited around even longer just to receive a call stating that anyone who inherits the person's property will also inherit their debt of approximately $6,000. I'm in the process of advising them of the legal implications their decision has caused for the **** as well as wether or not my doctor considers the finances of a stranger to be an acceptable excuse for refusing a patient of their right to purchase electricity. In the meantime, I highly recomend anyone who is forced to do business with this crooked company will beware. They do anything they can to stonewall you when they're not too busy stringing you along. The same reason I don't expect an explanation.

  Business Response

  Date: 10/03/2024

  CMP is mindful of its obligation to mitigate uncollectable debt, which is then passed on to all customers through rates.  If an investigation shows that a customer is attempting to avoid paying a debt by account name substitution, it will request that past due balances be paid before service is transferred and/or restored.  CMP will always consider proof that an applicant is not attempting to avoid paying debts in another's name.  CMP reviewed the timing of this situation and found that it investigated and responded to this applicant's request for service within one day. 

  Customer Answer

  Date: 10/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am approaching month 3 of living without electricity despite submitting evidence which supports my lack of responsibility for the past due balance. I was even denied for indefinitely which I learned after contacting the ******************. I found out *** submitted a permanent hold to the Commission which has disallowed electricity to the address in question, until the debtor's $6,500 past due balance is paid. I was told they are becoming more strict in the state of Maine and this is a clear result of that. Winter is quickly approaching, yet I get chills every night because a wealthy company is owed money by a criminal who racked up years of debt. Because my ongoing communication is either denied or ignored, I now have to seek legal advice and involve the ADA in another attempt at demanding a proper response from this money hungry company.

   

  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 10/29/2024

  This complainant has received detailed information about requirements to reconnect service in their name at this location from CMP and its regulator. The complainant has not yet met those requirements.   

• Initial Complaint

  Date:09/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June there was a balance on my Central Maine Power ("CMP") account that I called to have paid in full and have a new monthly automatic payment total calculated. I was told with the payment I would have monthly payments of $250 and the first would be due in August. In August we got more notices that our bill was due and the balance had grown because the monthly payments were now set at $480 for some reason and payments were not taken from our account. I called to have this sorted out and was essentially told I was wrong and I lost my temper and was hung up on. I called again that day and when I finally was able to get in touch with a *** that understood the situation I was issued a $25 credit to apologize for the mistake and told that the monthly payments will go up to $280 a month now because the August bill was not collected so that total was prorated through the rest of the year and the first payment would be October. I got an urgent notice yesterday that the account is now overdue over $1,000. I have a pregnant wife and toddler at home and I have spent many hours on the phone with CMP to fix this. They have even acknowledged the mistake issuing a credit and are still harassing me for unowed money. I am now scared my power may be cut off with a toddler and pregnant wife and I am out of solutions to fix this because CMP is not capable.

  Business Response

  Date: 09/13/2024

  Central Maine Power offers customers the option to enroll in SimplePay, a plan designed to levelize monthly payments, which will cover the anticipated cost of usage for the next year.  At the end of the year, the SimplePay plan recalculate, adjusting for changes in usage and rates.  This customer worked with ********************** to reduce their monthly SimplePay bills.  CMP identified that the recalculation was low and contacted the customer. While ********************** strives to provide excellent customer service, this is not what this customer experienced, to our regret.  We continued to work with them until they were satisfied.
  

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Central Maine Power shut off my power and will not turn it back on, due to a past bill from 2018 from an apartment I had power shut off in my name and they never did, so for 9 months there was power in my name in a place I didn't even live and had called to have turned off and now they want me to come up with ***** to turn my lights back on. I've tried all my local options and resources. I have 2 small children in my house I have no way to feed them I'm a single mother in between jobs and no one will help me. I can't pay $2000 to turn my power back on they shut it off 3 days ago and now all my food is bad my fridge is leaking and I have no way to make my kids anything to eat. I need my power turned on and I want them to take that amount from the apartment I didn't even live in off my account ! I plan on taking this to court but as of right now I need my power on.

  Business Response

  Date: 06/19/2024

  This customer opened an account at this address on 7/7/2023. Before the customer opened this account, she was advised that her unpaid balance from a previous account, $1070.09, would be transferred to her new account and that a deposit for $230 would be charged.  She paid the deposit and established a payment arrangement for the balance, which she agreed was affordable at the time.  She made one payment of $213.34 since then.  CMP attempted to contact her by phone and by letter multiple times to advise of her balance due, available assistance options, and her right to declare a medical emergency. At the time service was disconnected, the past due amount was $1701.36.  Since disconnection, she paid $1500.00 and a physician confirmed that medical equipment was needed in the home, which delayed credit action for 30 days to give the customer time to address the current balance.  Power was restored and collection activity is currently delayed. We continue to encourage the customer to apply for the ****************** Program (***), which would forgive past due balances in exchange for making on-time monthly payments.  Information about the *** was provided monthly by letter, attached.  The customer can call ********************** or on the website at ******************************************************************************************************************;

• Initial Complaint

  Date:06/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today, 6/4/24, CMP shut off my power based on an unsubstantiated claim and has since required me to jump through innumerable hoops in order to get my power turned back on in my own name.

  Business Response

  Date: 06/06/2024

  The active account is not in the name of the person filling this complaint.  All communication about service disconnection was between CMP and the customer of record.  The person filing this complaint requested to take over service at the location. CMP requested that they complete and return a notarized application of service (***).  Once the *** is received, CMP will review the information and call the applicant to discuss steps to put the service in their name.  At the time of this filing, the *** was not received. 

  CMP is mindful of its responsibility to reduce uncollectable balances, which are then paid by all ratepyers as part of rates. If there are past due balances on prior accounts at this location, and there is evidence that the applicant is attempting to "name swap" to avoid paying the debt, CMP may request permission from the **** to deny service in another's name until the past due balance is paid and may request permission to transfer the prior account balance to the new account. 

• Initial Complaint

  Date:05/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a large balance of over 4000 dollars and payment arrangement of ************************************************************************************************************ full upon calling back to setup the new arrangement I was advised that my payment did not close the arrangement and instead went to the total balance leaving me unable to setup the arrangement and thus responsible for paying another $1602 to keep my service active

  Business Response

  Date: 05/29/2024

  Central Maine Power is mindful of its obligation to collect past due balances to reduce uncollectable balances, which are then passed to all customers through rates.  Customers may establish an affordable payment arrangement if needed.  If the customer misses a payment, as agreed when they entered into the arrangement, CMP may send a notice that power will be disconnected unless the billed balance due is paid. Customers may enter into one payment arrangement at a time. There are assistance programs for qualifying customers who are struggling to make payments on their account.  For more information about these programs, customers can call ***** from their ********************** phone number or visit www.211.org.  CMP also suggests utilizing the tools available on its website, www.cmpco.com, to identify how they might reduce monthly usage, which will reduce monthly costs.

• Initial Complaint

  Date:05/24/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They put this on my bill after 3years! They keep saying its mine but I moved and asked for the final bill I paid it. Then I had my service turned on at the **************************************************************************** The amount they say I owe is ******** which is not fair!. This was my final bill, ****** as of November 10/ 2016 my account number is ****************

  Business Response

  Date: 05/29/2024

  Central Maine Power generates a bill, on which is noted "Final Bill" when an account is closed.  The balance ************** is referring to is from a final bill dated 11/26/2018, which was for service through 11/16/2018, attached.  The account was closed on 11/16/2018 at ****************** request. The unpaid balance remaining from the account is currently $4,896.65. The document ************* provided is a reminder of a final balance on a different account, closed in 2016.  Ms.***** has contacted CMP by phone on several occasions, as recently as 6/12/2023 and CMP provided the balance information during the calls and also sent copies of bills.  

• Initial Complaint

  Date:04/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CMP has failed to refund a deposit, in the amount of $1330.17 on a new service connection following the construction of my home. Over the past several months, post- construction, we have struggled to recoup a deposit from CMP and they have provided conflicting information and no resolution. They advised us we did not pay a deposit, a claim to which I responded by supplying a copy of the bill that was sent and the corresponding bank record of payment to CMP. They then changed their stance, saying that the deposit was refunded to the builder who was the owner of record on the service during the construction phase. I have confirmed with the builder he did not receive the deposit refund. Given CMP has provided conflicting explanations, I have serious concerns about the systems and processes in place to handle these transactions. I have requested the issue be elevated to a supervisor or manager in the appropriate business department, to no avail. All communications thus far have been from the "customer contact center".

  Business Response

  Date: 04/18/2024

  Central Maine Power does not charge deposits for requests for new service.  After review of this customer's account, we believe they are referencing a request for refund of a payment they intentionally made to another customer's account for new service.  This is a common occurence for new service in a few situations, including, but not limited to, when a builder requests the new service directly from CMP in their name and their client makes a payment.  Central Maine Power is not privy to agreements between customers and those who pay on their behalf.  If CMP owes any refunds, per usual and common practice, payments are are made to the order of the customer of record.  

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being told that in order to turn power on at my new place I need to pay 1900 +- for something that I did not have anything to do with

  Business Response

  Date: 04/18/2024

  CMP is committed to providing customers with excellent customer service, in full compliance with all rules and regulations and specifically, with requirements outlined in Chapter 815. CMP is also mindful of its obligation to prudently collect past due balances from customers to mitigate uncollectible amounts which are then incorporated into rates for all customers.
  
  ********************** works diligently with its customers to provide reasonable and affordable payment arrangements and to connect customers with agencies and available financial assistance, with a goal of maintaining active service while paying an arrearage balance, to mitigate the rate impact of uncollectible debt. One component of our collection efforts is to identify situations where name swapping may be taking place to avoid a disconnection for nonpayment or to have service reconnected after disconnection for nonpayment by establishing service in a new applicants name.
  
  In situations where CMP believes this may be taking place, an Application of Service is requested to validate the applicants identity. CMP then researches the applicant and the previous customer(s), to determine if a connection exists that would support a conclusion of name swapping. If CMP believes name swapping may be taking place, it then requests a waiver of Chapter 815 from the **** division of the **** to require the applicant to assume the outstanding balance of the previous customer and to pay any past due amounts as a condition of providing service.
  
  In the case with **************, CMP suspected name swapping and requested the Application of Service (AOS), which ************** provided. In its research, CMP found that previous tenants included ************** himself and another family member. A third family member also attempted to assume the service in her name. CMP provided the information to the ****, who completed their own investigation and determined "that the conduct...poses a clear danger of substantial losses to the utility". They granted permission for CMP to collect the portion of the prior balance due, $903.90 before reconnecting service. The remainder of the balance would then be trasnferred to ****************** acocunt.

  Customer Answer

  Date: 04/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   Yes I am not satisfied with the response because that was my dad's home my dad has since passed away I never lived with him I was there taking care of him my address has always been ************************************************************************* now I don't understand after submitting his death certificate providing the information needed and requesting power be turned on in my name I'm not sure how that turned into me being responsible for somebody else's bill and I would like a copy of *************************** bill with detailed statement and a copy of ***************************** bill and detailed statement and I would like it explain to me the charges that are on it and how it is did that is now being turned on to my responsibility I believe that ***** had a pretty substantial prior bill with CMP before establishing power at 1939 industry road which I also believe has been added to *************************** bill and again I don't know how that turns into my bill

  Business Response

  Date: 04/23/2024

  If you have any further questions or concerns regarding this matter you may contact Central Maine Power at ************** or Maine *************************** by email at maine.puc.gov or phone **************

  Customer Answer

  Date: 04/26/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I understand how your process works and I am willing to pay my past due amount as well as my wife's past due amount and possibly a couple hundred extra to credit towards the new account at this address if you would be willing to turn thd power on and come to terms with settling up on d debt that we are responsible for I just can't level with paying Stacy's **** from another address and i am hoping trying to clear up this debt with show that we are not trying to cheat you out of service by name swapping  please let me know because I am willing and able to clear up those bulls asap 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******