Complaints

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:08/21/2023

  Type:Order 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.

  Multiple times over the last year they have turned off my power without properly notifying me or even knocking when they were here to cut power. When I call the office they are rude and argumentative, condescending and refuse to take accountability. There was no notice posted on my door indicting my power would be shut off today for a past due balance as is there alleged process, and the mailings they send are conflicting and confusing not to mention its embarrassing to go through this months in a row and they are just rude like its not an essential! Too bad you cant put them out of business truthfully! Thats what should happen, but at a minimum I shouldnt be forced to pay another $75 in reconnect fees for the 3rd month in a row

  Business Response

  Date: 08/29/2023

  McMinnville Water and Light response:
  
  Customer has had power disconnected three times in the past year for failure to pay. Customer has been properly notified of past-due balances and has received disconnection warnings and dates of power cutoff. In the most recent incident which prompted the customers complaint, customers July bill dated July 13 stated that her account was past due. A 5-day notice of possible disconnect was mailed to customer Aug. ********** did not respond to delinquent letter with a payment or payment arrangement by the pay-by date so a door tag was left on her door Aug. 9. Because of hot weather, MW&L delayed disconnect until Aug. 21, so customer had plenty of additional time to pay her bill, but she did not. In communication with our staff, customer claimed she did not receive a door tag at her location, and said it must have fallen through the cracks at her apartment. Customer has threatened to hire an attorney, claiming inconsistent communication by MW&L even though customer told our staff she knew she was close to the point of disconnection and had been checking her mail for her bill. Customer said she will be moving because she is tired of the MW&L staff. 
  
  MW&L offers ****************** services, as described on our website: **************************************************** . It is incumbent on the customer to contact these resources for payment arrangements to avoid disconnect. Customer is aware of this resource as she has been provided a substantial amount of payment assistance for her MW&L utility bills this year through ************************************ (YCAP). ***************** was reconnected on Aug. 22 after receiving ******************.
  
  In summation, customer was aware that she was past due on her bill and received several notices that disconnect would occur if payment was not made. Disconnect was delayed in good faith for weather purposes, so customer had additional time to make payment.Customer was aware of community resource options for bill payment assistance but did not act on those resources until after service was disconnected.
  
  MW&L policy for disconnection is below and is included on our website: ***********************************************************************************************************************

  Customer Answer

  Date: 09/08/2023

  They posted my personal information on ****** for the entire world to see, and also here which is not at all relevant to the fact that they did not follow their own stated process and what Im saying is true! Nothing is resolved, they have just attempted to humiliate me and share information publicly and illegally to try to make me look bad. 

  Customer Answer

  Date: 09/08/2023

  They posted my personal information on ****** for the entire world to see, and also here which is not at all relevant to the fact that they did not follow their own stated process and what Im saying is true! Nothing is resolved, they have just attempted to humiliate me and share information publicly and illegally to try to make me look bad.