Reviews

Review Details

• Review fromSara M

  Date: 08/16/2023

  1 star

  Sara M

  Date: 08/16/2023

  The worst customer service I have received in my lifetime. Our business has been a customer to MN Energy for many years. We pay on time every month. In April, we received a letter stating they had made a mistake on a meter reading that resulted in a $6000 bill. I called right away to setup a payment plan. The plan was $505 per month for 6 months and then we would review it again. The 6th months was April-September. I agreed to that amount and told representative Laquosha that I would pay $1000 to get it down quicker. I did every month. On August 4th, I received a shut off notice. I called right away and spoke to Robin. I told him I had a payment plan to which he told me that there is no record of that. I didn't want to argue with him so I just setup a new plan. On August 15th, they sent a person to shut off the building. This time, both employees in my office called MN Energy together. We had just sent in our bill of $1000 the day before, like we had every month. We spoke with Ashley. She said she saw the payment plan notes but nothing was setup. After getting nowhere with her, we asked for a supervisor. We sat on hold for an hour and a half. Then we recalled MN Energy and got Toni. Re-explained everything, she put us on hold for a supervisor. After 45 minutes, we got Macy who claimed to be a supervisor. We made a plan with Macy, she gave us the amounts to pay, when to pay them and a confirmation number for reference in case anyone came by to try and shut us off. An hour later, they tried to shut us off again. Gave technician the confirmation number, never called again...until today. They came AGAIN to shut us off. After another hour on the phone, they told us that Macy didn't have the authority to make an agreement. I ended up paying $2000 to keep the gas on. This company treated a good paying customer like crap, over a mistake THEY made to our billing. Since they have the monopoly on us, they can treat us poorly, lie and have 0 accountability. Unbeleiveable.
  

  Service Choice by Minnesota Energy Resources

  Date: 09/12/2023

  Hi ****, thank you for sharing and apologize for the frustrations this may have caused. We take all customer concerns seriously. If further resolution is needed, please contact our call center and request to speak with an account manager. 

• Review fromTAMMY S

  Date: 07/26/2023

  1 star

  TAMMY S

  Date: 07/26/2023

  I have contacted Minnesota Energy 4 times to make a payment on my mothers account and to get the account set up on the budget billing and automatic withdrawal. I have emailed them copies of my Power of Attorney forms. Each time I call there they read the previous notes and then tell me to hold. Last week they told me they would have someone review the account and call me back. After a week I called them back, I am currently on hold again. She asked me if I have another 5 minutes to hold. The agents are very polite, but the hoops they have to go thru to help me is ridiculous. I still do not have this resolved. My next call is to the Minnesota Attorney Generals office for help!
  

  Service Choice by Minnesota Energy Resources

  Date: 08/17/2023

  Customer needed to provide entire documents in order to be verified in our system per legal requirements. The issue has been resolved.

• Review fromLinda N

  Date: 06/27/2023

  1 star
  I've been a residential customer of Minnesota Energy since July, 2023 and have utilized electronic payments directly from my checking account. Initially, my payments were posted within 2 business (well before due date). Over the last few months, Minnesota Energy has failed to post my payments in a timely fashion and began charging me a late fee. I repeatedly voiced my concerns on their site and via email, yet they fail to acknowledge issue and/or address my complaint. Although they finally retracted late fees, they claim it's only a one-time deal. Again, I have confirmation from my bank when checks are sent (electronically) yet MN Energy hasn't been posting payment for up to 2 weeks, well after due date. It's impossible to reach a live person. This is fraudulent activity! I have never dealt with such bad behavior and total disregard for the customer. I've asked several times to speak with a supervisor/manager and all I get is a generic email telling me to call their general number. Someone needs to audit/investigate their practices. I never had this issue with previous Gas companies.

• Review fromangela n

  Date: 06/14/2023

  1 star

  angela n

  Date: 06/14/2023

  My issue is with Service Choice because they denied my claim then won't call me to discuss. They have blocked all direct interaction between the customer and supervisor. You have to speak with a Representative who takes your information and "supposedly" sends it to a Supervisor who will review the complaint and then "call", but the "call" NEVER came. I even called 2 other times, received the same answer and the same POOR service lie that a Supervisor will call me!
  

  Service Choice by Minnesota Energy Resources

  Date: 06/20/2023

  Contacted the customer to get additional details. Shared the customers experience with our call center team in an effort to improve services. Provided and implemented a solution to satisfy the customer. The customer has been contacted and is satisfied.

• Review fromChasity K

  Date: 05/08/2023

  1 star

  Chasity K

  Date: 05/08/2023

  Been trying to set up an account for 2 weeks! Every time I call either I am not on the account, which we had added me to the account about 3-4 times now as a responsible party, and was told that we needed to send in identity verification to an e-mail address but have yet to receive any information into either one of our e-mails and still do not know the e-mail address to send in the required information. Customer Service is HORRIBLE! Oh and not to mention that it took them 16 months to shut off our gas because they "didn't know if anyone was living here" even though I had a face to face conversation with one of the techs when he was out checking for gas leaks. Reasoning for not paying the gas bill was due to my utility company telling me everything was in my one bill which was obviously not the case! Oh and Minnesota Energy Resources broke the law by shutting my gas off before the allowed gas shut off date in Minnesota which is April 30th!!! I have kids and to have no heat or hot water and it was still cold outside! RIDICULOUS !!!! I NEVER got anything in the mail or any notices' on my door! They just came shut off my gas a left! I am currently trying to find a way out of being involved with Minnesota Energy Resources and looking for different options and ways to switch to a different gas company.
  

  Service Choice by Minnesota Energy Resources

  Date: 05/09/2023

  This individual never contacted us to start service when they moved in. Due to Covid restrictions we were not turning gas off at that time so it remained on. Letters were sent to the address requesting them to call and set up service. We received no response from anyone at the address therefore we turned the gas off. The Fair and Accurate Credit Transaction Act (FACTA), Federal Act 134, requires utilities to validate the identity of new customers. Our process requires applicants to go through a Positive ID verification using Experian. In this case, either the applicant failed the Positive ID quiz or they refused to answer the questions. If they fail, they are required to verify their identity, which is why they are asked to provide identification information. The requested information can be sent to *********************************************************************************

• Review fromJason J

  Date: 04/20/2023

  1 star

  Jason J

  Date: 04/20/2023

  Ridiculous process for changing to a new owner/account!! Moving into a house that already has MN Energy. Current owner called to 'cancel' their service on our closing date. I called to take over the service/account for the same day. After a 40 minute phone call, I was told, because the current owner already called, I had to wait until the next day to have a tech come out and 'restart' the service OR figure out a way to get ahold of the current owner and have them cancel the 'off' process...then call back and have me initiate it, and it would be fine. After working with both real estate agents, and ~ 6 hours, I got a note the current owner canceled the 'off' request. So I called back...nope...no record of it...ANOTHER 35 minute phone call, finally resolved. The entire time making it very clear, I wanted service in my name on the same day the current owner wanted it out of their name...but nope...MN Energy stuck to "we have to turn it off and then back on, OR, have the new owner call first". So...current owners have to trust that new owners will put it in their name, or call first to protect themselves and make life VERY difficult for the new owners. 35 min into 2nd phone call, rep simply/finally changed times so that my 'new owner on' happened before the 'current owner off' and all was fixed. Absolutely ridiculous...
  

  Service Choice by Minnesota Energy Resources

  Date: 05/01/2023

  Unfortunately this customer was not told correct information from very new customer ********************** agents. We do not require customers to contact the previous owner and we do allow for same day cutovers from old to new owners. All of our new customer ********************** agents have been re-trained on this process.

• Review fromKit G

  Date: 04/13/2023

  1 star

  Kit G

  Date: 04/13/2023

  Ridiculous customer service. I was scheduled to get my furnace service today (Thursday) between the hours of 8-12 noon. I called at 9:30 am on the day of the service to confirm if there is someone coming between 8-12 noon to plan my day, and I was told yes someone is coming between 8-12 noon. I called at 12 noon when no one showed up and I was told that "someone is already on its way", at 1:30 pm I called again after no service technician is showing up, and no one with the customer service have a clue on what's happening. At 2:30 pm a technician finally showed up in my drive, but I have to pick up my daughter at school. I called a few minutes to reschedule and the person I talked to - Shelly mentioned that she can still send someone that afternoon, low and behold at 4:30 pm I called again as a technician is a NO SHOW, and I was told that the "order is still in progress", she put me on hold to double check. When she came back to talk to me I was informed that no one is coming that day and that we have to reschedule in 2 days. I wasted my whole day taking off of work, waited for the service that did not happen, and then will have to wait 2 days before I can wait all day again for a technician to come to my house and do the service. So incompetent and inconsiderate group of people. VERY BAD CUSTOMER SERVICE!
  

  Service Choice by Minnesota Energy Resources

  Date: 04/28/2023

  Minnesota Energy Resources has reviewed the customers concern and it was confirmed that our customer ********************** agent made a verbal communication error when scheduling the furnace repair for April 13, 2023. The customer was informed that the appointment was 8AM Noon; however, in the system it was entered as an all-day appointment. The Minnesota Energy Resources technician was able to complete the repair the following day, April 14th and confirmed at that time that their furnace was functioning again as designed. We apologize for the inconvenience this created for our customer. A one month credit for the ServiceChoice Platinum II plan is being placed on the customers account.

• Review fromHannah K.

  Date: 08/25/2022

  1 star

  Hannah K.

  Date: 08/25/2022

  Applied for service to be installed on a new home. Measurements were taken for the meter by the local technician (who has been helpful) and our packet was submitted for installation on July 29th. We were told 21-28 days for installation from the day the packet was submitted. I called several times to get an ETA on service as 21 days passed and the rest of the house was finished and passed the final inspection. We were just waiting for gas. When I called, I was told nothing was submitted for our address and that they started a new packet for us. The next day we called back and tried to have them expedite our installation as they had apparently dropped the ball on getting us on the installation list. The call center employee was very nice but couldn’t do anything for us apart from offer a call back from someone higher. When we received that call, the person said they had in fact not lost our paperwork and service would be installed within 30 days. Excuse me?! It was supposed to be within 30 days from when we first submitted, and now they’re saying they DIDN’T lose our paperwork but it’s still going to take as much time as it would if they had??
  
  We asked to speak to someone higher up to try to get an accurate ETA or really ANY information. They promised a call back and we have not received one. We have a newborn and a toddler, a house that’s fully ready to be moved into EXCEPT for gas service, and no ETA in site for when we will be able to get service. Calling is worthless as the installation crew seems to operate in a vacuum with no schedule whatsoever. Heating season is approaching and I don’t trust this company to actually deliver on their promise of installing service. MN Energy had a monopoly in this area and doesn’t have to worry about providing good service or keeping customers happy. I’m disgusted.
  

  Service Choice by Minnesota Energy Resources

  Date: 08/31/2022

  We do our best to keep up with new customer request and unfortunately in the middle of the construction season, many variables come into play that can delay installation schedules (Weather, sick time, emergencies, etc). No excuses, there was a lack of needed communication that would have kept this new customer satisfied. The customer was contacted on Friday, August 26th, and told that their service line would be installed the next week Wednesday the 31st or Thursday the 1st of September. Customer seemed satisfied at the time with the schedule.

• Review fromMatthew B

  Date: 07/27/2022

  1 star

  Matthew B

  Date: 07/27/2022

  I was informed months earlier ( April 2022) that I would be able to enter into a payment plan for so much per month plus current charges for a year. 4 payments into plan they dropped the plan charged me the whole bill again and were charging late fees on top of bill. Re-set up plan and was informed it would be okay to restart another plan and it would be okay to pay on a later date to start this plan. 7/21/22 Payment was made as agreed to(7/26/22). They put a lock on the shutoff on Gas Meter the same day. When contacting Customer Service they said it was there mistake and they would send someone to reconnect next day. I stated since it was their mistake could they send someone today. Customer service rep said please hold. After 35 minutes on hold they said Supervisor said " No ". Would need whole bill paid , reconnect charge. To please call back after payment is made. I called back Customer Service. They said they could send someone next day and I would have a 30 dollar reconnect fee added to bill next month. When asked why not send Someone today they responded they don't send anyone same day. I told rep that could be very dangerous especially in Winter here in Minnesota. Very dissatisfied in treatment and service. Wish there was another option and better communication. Wonder how many others don't complain about this for fear of retaliation
  

  Service Choice by Minnesota Energy Resources

  Date: 08/03/2022

  The original payment plan was broken due to non-payment. When the customer called back in to set up another arrangement, the call center rep should have told the customer that payment was due by 7/22/22 to avoid disconnection. Because the customer was not informed of this, I have waived the $30 reconnection fee. Due to workloads, we do not do same day turn-ons. However, to address the customers concern for winter disconnections, we follow the Cold Weather Rule and there are additional steps we take to ensure we do not leave someone in a dangerous situation.