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: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,

  ******

   

   

• Initial Complaint

  Date:04/08/2024

  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.

  SimplePay Budget Plan Lock in your electricity bill with SimplePay and pay the same amount each month*SimplePay lets you make a stable monthly payment based on your average monthly electricity usage over the past year. You'll get a bill for the same amount each month, so you'll always know what your bill will be. It's a great way to manage your budget!Plus, once you sign up for SimplePay, you'll lock in your payment amount for the next six months! We'll review your account after six months to make sure your payment amount is still accurate and working for you.There are no hidden fees or costs this service is FREE! You're free to go off the plan at any time, so there's no risk. Join the thousands of Mainers who open a stable electricity bill every month with SimplePay.I moved to a new residence and they indicated since I was closing my account and opening another I would need to pay 620 as my final bill, for the past several years I have been enrolled in Simple Pay, paying $170, per their website there are no hidden fees and I am free to leave at any time so there is no risk

  Business Response

  Date: 04/11/2024

  SimplePay is a budget plan for customers who prefer to levelize their monthly payment amount due, regardless of their usage balance.  The idea is that customers will have paid their annual usage costs at the end of each 12 month period. The monthly SimplePay payment amount is calculated based on the previous 12 mos of usage (kWh) x current rates then divided by 12.  The customers actual balance accrues based on their usage. The actual balance is reflected on each month's bill.  The monthly SimplePay amount is recalculated every ******************************************************************* the previous 12 months, the balance will be rolled into the next year's calcualation.  When a customer closes their account, their actual usage charges are due in full.  If a customer opens another account, we transfer the balance and set an affordable payment arrangement, which is what this customer chose to do.  More information about the SimplePay program is on our website, SimplePay - CMP (cmpco.com).  **************************** last 2 bills at this location are attached to our response to show the details of SimplePay. 

• Initial Complaint

  Date:02/14/2024

  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.

  Again there was no liner down within miles of my house and yet I lost power. I am sick and tired of this. Power coming into my street from 3 different generation areas. I should be looped equally into them all. I lost power for the 34th time in 24 weeks today and skies were clear. It was a little windy for a little bit, yet I lost power. I keep complaining and no one does anything to help me. THIS IS UNACCEPTABLE. SOMEONE IS GOING TO HELP ME! DO YOU F****** UNDERSTAND ME???? CMP IS GOING TO SPEND THE MONEY AND FIX MY ISSUE!

  Business Response

  Date: 02/14/2024

  Repairs were completed this morning due to tree damage outside of the CMP right of way.  In review of recent outage that have been experienced by customer 5 have been tree related and the 6th was due to a motor vehicle incident over the past 12 months.  

• Initial Complaint

  Date:02/08/2024

  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 customer of **********************. They rolled out this new payment plan called simplepay, where you are locked into one payment amount for 6 months then they reevaluate and change the payment accordingly. When I signed up 6 months ago I was told it would be $208 a month. My initial 6 month period is up, and I received the new bill today for a total of $420 a month. I reached out to them stating I wanted to be taken off simple pay due to huge jump in price. It was then, and only then, that during the 6 months I was paying the $208 AND accuring an additional balance which was now at $1474.66. Had they told me at the beginning that I would be adding a running balance I never would have signed up. The individual I spoke with admitted that my thought process of paying the $208 a month and that being it is a common misconception that they need to address.

  Business Response

  Date: 02/09/2024

  The Simple Pay Plan is a convenient way for many of our Central Maine Power customers to manage their higher heating bill or summer consumption increases but keep a stable monthly bill amount year round.  This payment option is not new to Central Maine Power.  The change in customer monthly simple pay plan amount is directly reflective to the change in consumption in home.

  As shown on monthly bill statement consumption changes started in the October 2023 bill period with daily usage increase from average of 20 to 24 kWh per day to new consumption of now of 74 kWh per day average in last bill cycle.  I am attaching the customer significant consumption pattern change to this reply, this is a screen shot of the monthly bill bar graph showing the recent change.  A change in the Simple Pay Amount was necessary to meet the new usage of home consumption but also pay down the arrears that has now accumulated in the account balance.

  This was a significant change in consumption that was not previously calculated towards customer monthly Simple Pay amount.  If customer is unaware of what may have caused this change we have tools available to monitor daily usage on our Energy Manager and to receive usage alerts to assist.  I would also recommend if reason of change is not known to contact our ******************** at ************** for assistance.  

   

• Initial Complaint

  Date:12/20/2023

  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.

  Turned power back on to out development but missed our street. Now we're only 18 customers so they won't come back for 3 more days. We have no heat. No hot water. Can't cook anything.

  Business Response

  Date: 12/22/2023

  Central Maine Power currently has this customer established for ********************** estimated time of restoration by 12/23/2023 at 10PM.  

• Initial Complaint

  Date:12/20/2023

  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 shuts off my electricity when there is no problems for me. We just had a storm, however I didn't lose power. That is until today, over 24 hours after the storm. CMP does this tow all the time. They steal my electricity and give it to someone else. This has to stop. I have every right to that electricity. Check their records. I didn't lose power until 1am Wed, the storm was over Monday afternoon.

  Business Response

  Date: 12/20/2023

  I can confirm customer contacted ********************** at 1:09 AM to report the outage for home.  Currently the town of ****** has 329 outages in a town out of 589 total homes, these outages are being assessed for cause at this time and for power restoration.  At this time all 18 homes on Labrador Pond Road show as no power currently and our assessors are in field to inspect and determine best plan to restore power to all.   We understand the frustration of power loss to our customers and we are working to restore power as soon as possible but in safest manner.   Customers can visit our website cmpco.com to review current outage status.   

  This home has had 3 outages in past 12 months caused by (2) tree falls outside of CMP right of way, and (1) Motor Vehicle accident.  

• Initial Complaint

  Date:11/10/2023

  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.

  My husband and I have a ***** sq ft house, using a propane heating stove as our primary heating source, as well as a propane cook stove, and yet we are somehow expected to pay over $400 per month on electric, YEAR ROUND! Central Maine Power is completely out of control and untrustworthy! In addition, we have lost power more than 15 times year to date, for unexplained reasons. There is no cell service in this area, so when the power goes out, we lose the power to reach emergency services which is an extreme risk given that both my husband and I have suffered major medical events in the past 3 years. I absolutely do not and cannot trust them. Something needs to change.

  Business Response

  Date: 11/13/2023

  Central Maine Power will reach out to customer to review concerns. 

• Initial Complaint

  Date:10/19/2023

  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.

  I had power surges from the past they said they put up animals gard because of the squirrels and I paid ****** dollars for my wi-fi equipment and I need some credits

  Business Response

  Date: 10/19/2023

  As previously reported in Better Business Bureau complaint #******** on 12/20/2022 this was investigated and found to be an internal wiring issue not related to CMP power equipment.   

• Initial Complaint

  Date:09/29/2023

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Found a lien placed on my home on 9/22/2023 when trying to transfer my home to my daughter by CMP from 2009. I was never notified of any past due amount, court hearing or anything to the fact of an outstanding CMP bill as I have lived at 2 ****** Terrace since 2007 and have had a CMP account there in perfect standing. No sheriff's department came to my home, no letters from CMP nothing to warn me about this case. Nothing ever showed up on my credit reports either except for these wrong addresses that weren't mine. I never saw anything until we went to transer the home to my daughter in the amount I owe. I was giving it to her for around $3,000 more than I owed so that I could get to my dad in ************** as his heart is not good. My mom passed away in 2020 from Covid. This was found during a title search. CMP cannot provide proof that it was my account, my address, my information just that it is my name but will not release the lien unless I pay it at closing. I have proof that there were addresses on my credit report that were not me but they still refuse to remove it! This is unfair. I prove that I had been a victim of credit fraud by someone else using my name and different address in Maine but the Title Comany cannot remove the lien, only CMP who won't unless it is paid. They must think I am selling my home for a lot of money. CMP can only provide a name. I have CMP now and if I had a past due balance back then, I would have never gotten an account here in *******! Please Please help me get them to release this lien! I need this money to get me to ************** for my dad. The lawyer who handled the case is gone. CMP doesn't keep records that far back. They just are stubborn. I am not getting thousands from this sale. Just about the amount of what CMP is holding from me. My account with them now is *************.

  Business Response

  Date: 10/02/2023

  Central Maine Power will review customer information provided and reply to customer.

  Customer Answer

  Date: 10/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************