ComplaintsforMemphis Light, Gas & Water Division

• Initial Complaint

  08/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Every single year, MLGW receives millions, gives a plan to resolve power outages, then never fixes anything. Where this money goes, we never know but it sure isnt going into the intended resolutions for outages. Inflation is up so its causing emotional, financial and physical stress having to keep buying Groceries to replace spoiled ones due to 12HR plus outages. Buying more gas to find parts of Memphis with power then spending more money to buy take out food since your food is spoiled and cant buy more groceries because the power is still out. Its a never ending cycle and Im now at a point where Im ready to file a class action lawsuit against this company that takes our utility money but wont cut down trees, upgrade equipment to prevent these monthly and CONSTANT power outages.

  Business response

  09/07/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to ******************* complaint.  We apologize for any inconveniences that have arisen as a result of unplanned outages.  Unfortunately, this was the 3rd worst years for storms in the Mid-South area since 2006 as confirmed by the ************************ and it caused substantial outages for MLGW customers.  MLGW has implemented a 5-year service improvement plan, and the details of those plans can be found online at www.mlgw.com/serviceimprovementplan. The plan addresses issues such as infrastructure and tree trimming.  Recently, MLGW received approval to replace our previous tree trimming company with three other companies.  These crews have already started the process of evaluating and will begin work in the areas that are heavily populated with trees on the lines such as ******* and Sherwood Forest/Orange Mound. This plan will allow ** to trim limbs from wires reducing the chance of outages due to tree limbs.  We will continue the tree trimming process until all areas in the MLGW service area have been worked.  MLGW is also working on a smart grid to detect and react to local changes in usage.  Although MLGW does not reimburse customers for food we partner with the Mid-*************** to host mobile food pantries that provide MLGW customers with food.  Customers may contact the ********* at ************ for dates/locations.  Customers may also reach out to other agencies for assistance such as ************************ *************) or Catholic Charities *************). We appreciate the feedback provided by ********** and we are working diligently to improve the customer experience.  We thank ********** for being a Valued Customer and look forward to providing exceptional service to her in the future.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Price gouging. I am a single person, living alone. My typical MLGW Bill averages around $160 dollars monthly. I received a bill in the mail August 9th for $233. Today, August 25th I received an email stating my current bill is $446. I am not over due, have not been in an over due status with MLGW. How is it that I am being billed TWO TIMES in the same month with a due date of August 24th? Make this make sense. Someone needs to be fired for stealing monies or something, because this is not a norm or natural. I demand an investigation of this price gouging, I also demand that a member of MLGW come to my home and visually read my meter, not just a drive-by. Have them knock on my door too. I read my meter, MLGWs is not way out of line. Again, I am single, live alone, provide NO services to anyone, and rarely use electricity. There are no water leaks on the property.

  Business response

  09/07/2023

  Thank you for allowing Memphis Light, Gas & Water to respond to **************** complaint.  We have reviewed the account and determined the following information:

  The customer's account was impacted by delayed billing.  Please see the attached letter that went to customers explaining the delayed billing process and the plan implemented by MLGW to process delayed billing accounts.

  The customers bill for the billing cycle dated 11/4/22 12/8/22 was not mailed until January 9, 2023.  Each bill mailed afterwards was behind due to this action.  To remedy the situation, the customer received multiple bills within a short period of time until the most current bill could be mailed,.  a bill was mailed on August 8, 2023, to cover the billing cycle from 6/8/23 7/10/23.  The amount of this bill was $233.  To bring the account current with billing,another bill was mailed on August 21, 2023, to cover the billing cycle from 7/10/23 8/8/23.  The amount of this bill is $446.  This amount includes the previous amount of $233.  We received a payment of $233 on September 5, 2023, which brings the account total down to $221.80.  This amount is due on September 7, 2023, which is the same day the meters are being read for a new bill.  The billing cycle for the new bill will be from 8/8/23 9/7/23 and should be mailed on September 8, 2023.

  The meters at this address are smart meters, that transmit daily readings electronically for billing purposes.  If ************ has registered for MyAccount online she is able to view these readings daily online.  We received a request from the customer in 2020 to opt out of smart meters and a form was mailed to the customer.  In order to complete the opt out process the customer would need to sign and date the mailed form and return it to MLGW or visit any of our community offices and complete the form.  Once the form is completed the account will be reviewed to determine if the customer meets the qualifications for opt out.  If approved the customer's smart meters will be removed and a meter reader will visit the premise each month to obtain a reading.  Whether the meter is read by a meter reader or transmitted electronically ************ can obtain a reading on the meter reading date and compare it to the reading listed on her bill to confirm the readings being given are in line with what she obtained.  If at any point there seems to be a discrepancy she is welcome to contact us at ************ to discuss the discrepancy.  We thank ************ for being a Valued Customer and look forward to providing her with exceptional service in the future.
  

  Business response

  09/07/2023

  Adding delayed billing informative letter

• Initial Complaint

  08/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am being over charged for my lights and the power goes out every other month.I have kept manual record of my lights and it is still $80-$120 more each month !!!!

  Business response

  08/22/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to Ms. ******** concerns regarding her overbilled charges.
  
  ****************** connected services at this address July 5, 2022,and from the historical data at the same address in the past five (5) years,the average usages for this property between **** and July range from **** KWH to **** KWH. 
  
  Her electric usages on **** 2023, was **** KWH and July was **** KWH, which is in line with the usages in previous years.  The charges for the electric services were $371.17 for **** and $192.68 for July 2023.  Also, the customer has an electric smart meter, and the meter has been transmitting usages daily without abnormality.    To save on utility cost, MLGW offers customers a free program called Energy Doctor,where customers can call at ************, set up an energy audit, and get a free report on house improvement needs to reduce utility bill cost. 
  
  Regarding power outages, there have been eight (8) power outages since July 2022, which two of them were non-storm related (TVA ordered rolling blackouts 12/24/2022 and a car hit a pole on 12/31/2022). Customers are not being charged electricity when the power is off; however,MLGW is working on a three to four years plan improvement toward a system resilience,reliability, and to make MLGW a more agile organization.

   

  Best Regards, 

  Customer Advocacy Center 

  MLGW

  
  

• Initial Complaint

  08/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 6/28/23, I requested that our utilities be shut off on 7/31/23, because we are relocating from Memphis, ** to *********, **. However, as we changed our move date to the end of August, I went back online on 7/18/23 and submitted a new request to cancel my original request, and request a new shut-off date. I received an email from MLGW asking me to resubmit my request for the new shut-off date, and I replied to confirm that our utilities would not be turned off on the original date.Despite this, our utilities were turned off--after business hours. I called the emergency line to explain the situation--they were unsympathetic and unwilling to assist, despite the fact that I had a 9-month old baby and breast milk in the freezer during a heat wave. We were forced to get a hotel room for the night.What constitutes an emergency if not risking a baby to overheating during a heat wave? We are requesting reimbursement for the hotel room.

  Business response

  08/14/2023

  Thank you for allowing Memphis Light, Gas, and Water the opportunity to respond to *************************** complaint regarding her disconnect order.
  
  Our investigation found out that on June 28,2023, the customer submitted a disconnect request for address *******************, through our website on July 31, 2023.  On July 30, 2023, we addressed her request and issued a disconnect order for July 31, 2023.  On July 18, 2023, the customer sent us a second request to change the date of the disconnect to September 1, 2023.  On the next day, we responded to her request and informed the customer that we are not able to issue any service orders beyond 30 days.  However, we have failed to cancel the initial disconnect order.  As a result, her services were disconnected on July 31,2023.  Unfortunately, she called us after hours on July 31, 2023, through our gas leak emergency line, and this was the reason why no one could assist her.  On August 1, 2023, her services were restored.  Weve contacted the customer on August 10, 2023, to apologize for the inconvenience. Also, we have informed her that the connection fee will be adjusted and advised her to contact our ****************** to request reimbursement for the hotel expenses.
  
  Thanks,

  Customer response

  08/16/2023

   
  Complaint: 20412451
  
  I am rejecting this response because:

  I am in agreement with MLGW's response, including that they have agreed to waive the connection fee and have followed-up with me re: reimbursing me for the hotel expense. However, until I receive an official decision from MLGW re: whether we will be reimbursed, I'd like to keep this matter open. 

  I do appreciate their efforts to make things right. 

  
  Sincerely,
  
  ****************************************************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for the debt with MLGW/They did not provide me with the original contract requested.

  Business response

  08/14/2023

  Thanks for allowing Memphis,Light, and Water the opportunity to respond to ****************** complaint regarding MLGW charges shown in her Credit Report.

  
  After investigating the customer's complaint, it was found out that the customer requested to disconnect services at *******************************,on 3/18/2020. A final bill was mailed to the customer for $126.00 on 4/7/2020.  Afterwards, we sent two more notices to the customer, the last one with a due date of 6/6/2020.  On 6/9/2020, the balance of $125.31 was forwarded to the collection agency. On 8/21/2021, the customer paid the balance of $126.00.  However, once Memphis Light, Gas and Water moves an account to collections, it is reported to all three credit bureaus and this line item stays on a customers credit report for seven years.  If the customer pays the amount after it has been reported to the credit bureaus, we will mark the debt as paid but it will remain on the customers credit report.  It is not a practice of MLGW to remove a line item from a customers credit history (with all three credit bureaus) after the amount has been paid. 
  

  Thanks,
  
  

• Initial Complaint

  07/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On July 25, 2023, my utility service was disconnected. I had an arrangement and I thought it was for July 28th. I have been battling with Citibank to return my SSA payment which went to a closed account in error. SSA won't reissue the payment. The treasury department was willing if SSA would do a certain stop, but they refused. Citibank sent a check that couldn't be verified, now they are sending an alleged replacement as July 24th. I haven't had a ***** this month. I'm a stage IV cancer patient, now pending eviction and then there is a heatwave coming with temps between 95 and 100. My arrangement date was July 21st, but I can't remember well due to radiation. I check the bill recently and it had July 28. Not sure if I would have had then due to the situation. I have no way to pay this. I'm not eligible for MIFA or CSA, as theh have helped me within the last 2 years. I tried Ontrack, but my bill is below $600. I need a caring and understanding member of management to contact me and assist with immediate resolution. I have nowhere to go and I'm tired of hanging out where I can get air. I'm too sick for this situation. ********************************************************, 12-13-68, ****

  Business response

  07/31/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to Ms. *********************************************** July 27, 2023, the electric service at ***********************************, was disconnected for nonpayment.  The customer had a past due balance of $343.38, that was due on July 11, 2023.  The customer contacted ********************** to set up a payment arrangement and she was offered the opportunity to pay $146.00 to restore her services.  Also, the representative gave the customer the information to contact CSA to request financial assistance.  On July 28, 2023,MLGW received a $600,00 check to apply towards to the customers bill and on the same day, one of our representatives called ************ to informed her about the funds received, reconnected her services, and secured the customers account until her next bill due date.  The customer was advised to contact ********************** back when she receives the next cut-off notice to set up a payment arrangement.

  
  Thanks,
  
  

  
  

  Customer response

  07/31/2023

   
  Complaint: 20378413
  
  I am rejecting this response because:
   The response is inaccurate. I was advised that they had a notification, not a payment. I was told to check back in the 15th of August to make sure payment was received. CSA advised they were paying %800. I will have to verify.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a faithful customer of ********************** for years and I have never complained. However, this past week has been awful. We have had multiple storms in our area (no fault to MLGW) but this last storm hit Tuesday evening and I have been without power since that time (It is now Saturday). What is worse is that there is no estimated time that it will be restored. The neighbors that live on the row directly in front of me have power, but our row of homes do not. I take medicine that requires refrigeration and I had to throw it out. I am living in a hotel because of this power outage. I am also a school principal and have to return to my hot, non-eletricity home to retrieve business attire. Since Tuesday there have been other storms that knocked out other electricity in the city, however, those homes have had their power restored while I and so many others are going on a week. - What is the priority plan for restoring power to those who have not had it the longest? - What happened to the customer service line that would give you an estimate of the time power will be restored? - Why are the leaders of MLGW being silent and not issuing a statement to the customers of MLGW about daily updates? - Why is one company (MLGW) able to control all the power energy source within a city and not be responsible/accountable to the citizens of Memphis? I am filing this complaint because I cannot get a response by email, phone, or online about my issue and to be quite honest - I am disappointed and exasperated by the current conditions at this point. I need power restored back to my home and area immediately. It is unacceptable.

  Business response

  08/03/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to *******************
  
  The power at **** *****************, was restored on July 22, 2023.  MLGW understand our customers frustration and we are making every effort to rectify it.  The utility company is working on a three to four years plan improvement toward a system resilience, reliability, and to make MLGW a more agile organization.  The achievement of this plan will help us to be more proactive during storms crisis like the ones we have experienced in the past two months.
  
  Unfortunately, MLGW does not compensate customers directly for loss of groceries, medicine or expenses related to hotel accommodation.  However, we worked in partnership with the Mid-*************** and will be hosting a mobile food pantry on July 21, 2023,at the ******************** on Broad Av. For future reference, the customer always can contact the following entities to request assistance with shelter or food:
  
  Call 211 for emergency shelter and other resources.
  Customers who currently receive SNAP can apply for replacement benefits.
  The ********** of ***** Services
  Mid-***************
  
  Thanks,
  
  AD
  Customer Advocacy Center
  
  
  
  

  Customer response

  08/03/2023

   
  Complaint: 20360489
  
  I am rejecting this response because the questions posed were not answered and no bill adjustment at all is inconsiderate. I believe there is something that can be provided to MLGW customers. 
  

  What is the priority plan for restoring power to those who have not had it the longest?

  What happened to the customer service line that would give you an estimate of the time power will be restored?
  

  Why are the leaders of MLGW being silent and not issuing a statement to the customers of MLGW about daily updates?
  

  Why is one company (MLGW) able to control all the power energy source within a city and not be responsible/accountable to the citizens of Memphis? 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MLGW charges more than $500+ a month for electricity and we have an outage every week. My lights have been off for 12hours now and I have a premature baby. I have been calling to report this outage but the lines are always busy and we are always the last neighborhood to be serviced. Memphis needs a new electric company that values its customers dollars. I also would like to be compensated for the groceries that were waisted, and I would like my next few electric bills to be pro-rated because of how often the city tends to lose electricity.

  Business response

  08/01/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to Ms. ************ *********************** at ************** was restored on July 19, 2023, at 10:58 a.m.  MLGW understand our customers frustration and we are making every effort to rectify it.  The utility company is working on a three to four years plan improvement toward a system resilience, reliability,and to make MLGW a more agile organization. The achievement of this plan will help us to be more proactive during storms crisis like the ones we have experienced in the past two months.
  
  Unfortunately, MLGW does not compensate customers directly for loss of groceries.  However,we worked in partnership with the Mid-*************** and will be hosting a mobile food pantry on July 21, 2023, at the ******************** on Broad Av.  For future reference, the customer always can contact the following entities to request assistance with shelter or food:
  
  *Call 211 for emergency shelter and other resources.
  *Customers who currently receive SNAP can apply for replacement benefits.
  *The ********** of ***** Services
  *Mid-***************
  
  MLGW customers are billed monthly for their usage which is tracked through their electric meter whether the meter read by transmission or is physically read by a meter reader, which means all bills are not pro-rated.
  
  Thanks,
  
  AD
  Customer Advocacy Center
  
  
  
  

• Initial Complaint

  07/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Memphis *************** I do not have a contract with Memphis *************** They did not provide me with the original contract as I requested

  Business response

  07/26/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to Ms. ****************************************************************** made an attempt to reach out to *************************** to assist with her concerns,but no one answered the phone.  We left a voicemail with a direct number to reach out to us, but we have not heard from ************** yet.  Also, the address provided on her initial complaint is from *********, which limits our ability to respond to the customers inquiry.   Correspondingly, we have sent her an e-mail on July 24, 2023, informing our intent to communicate with her.  Likewise, we provided a direct contact number to call us back regarding this matter.
  

  The following are the different options to get in contact with MLGW:

  
  By phone: *************************** ************
  By e-mail: *****************************************************************
  By chat: www.mlgw.com

  Best Regards,

  *************************

  MLGW Customer Advocacy Officer

  
  
  

  
  

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a resident of the ******* community since ****. Its now 2023 and Ive been faced with the same issue of frequent power outages and something has to change. Today is July 5, 2023 and since Sunday July 2,2023 my power has gone out 3 times causing myself and my grandchildren who are visiting for the summer to have to get a hotel being that it is extremely to hot to be inside my home. Meanwhile my neighbors directly across the street lights NEVER go out unless its severe weather. However the wind can lightly blow or 5-6 mins of light rain and my power is out for days. When I call the MLGW power outage line I am told my power is restored when that is a lie. I have been facing this issue for to long and I am not interested in a general response. MLGW need to get a crew out here asap to install the same power lines the neighbors across the street have because this is unfair! I pay my taxes and I shouldnt have to constantly spend money on hotels and throwing away my food because you all refuse to solve the problem versus patching it up. I have had enough at this point! Enough is enough MLGW, *********************** you need to get this taken care of ASAP!

  Business response

  07/20/2023

  Thank you for contacting MLGW Division and allowing us to respond to your concern.

  
  Due to severe storms and massive power outages in our area, our Reliability team have not been able to provide information regarding the frequent power outages at *****************************  However, we still looking into this issue.  One of our researchers tried to contact ************** today by phone *************), but her line was on do not disturb.  We will follow-up with her by phone or e-mail withing the next five business days to give her more information and find a resolve to her concern.  

  We apologize for the inconvenience caused by the frequent outages and looking to provide a pronto resolution to her compliant.

  
  Thanks,

*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. ↩