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:06/17/2023

  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.

  I am not liable for this debt with Memphis light gas and water. I do not have a contract with Memphis light gas and water. They did not provide me with the original contract as requested.

  Business Response

  Date: 06/30/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to ************ concerns. A specific address was not supplied in the complaint so we researched the accounts associated with the customer's name and found the following information:

   

  There are two (2) online web requests to start services in the name of ***************:
  
  Confirmation #***************** **** ********* #3, Memphis, ** ***** Account #*****************
  Requested to start service on August 8, 2022
  Email address ***************************
  Mailing address - ***************************************************************************************, ** *****
  Note on request: Taking over accounting ending ****** (********************** Realtors)
  On August 5, 2022, service advisor performed a credit assessment from online request no deposit was required- connect service order was entered to connect service on August 8, 2022.
  On August 8, 2022, service order to connect service was worked.
  On September 15, 2022, services were disconnected out of *************** name due to new tenant connect.  A new tenant connect order generates a disconnect for previous tenant.
  On September 14, 2022, a bill was mailed to ************************************************************, Memphis, ** *****, meter reading dates 8/8/2022 8/17/2022 in the amount of $107.65, due by September 30, 2022.
  On September 15, 2022, a final bill was mailed to ************************************************************, Memphis, ** *****, for meter reading dates 8/17/2022 9/15/2022, in the amount of$195.35 (previous balance of $107.65 + current charges of $87.70) due by October 3, 2022.
  On October 4, 2022, an inactive bill was mailed to **********************************************************************************, ** *****, in the amount of $200.97 ($5.62 late fees were added), due by October 20, 2022.
  On November 2, 2022, a second inactive bill was mailed to **********************************************************************************, ** *****, in the amount of$200.97, due by November 21, 2022.
  On March 14, 2023, customer called inquiring why she received a collection from MLGW. Service advisor informed her of bill from August 8 September 15, 2022.  Service advisor asked if mailing address is ********************************************************** B?  Customer said yes, but she wants to change it. She did not give the new mailing address.  Service advisor gave her the name and number of the collection agency.
  On March 23, 2023, a payment of $200.97 posted to the account.  Customer called to have collection removed from credit report.
  On March 24, 2023, service advisor sent request to research department to mail a credit clearance letter to customer at new mailing address ******************************************* ******************************
  On May 31, 2023, Research analyst mailed credit clearance letter.
  
  Confirmation #***************** **** ****** #1, Memphis, ** ***** Account #*****************
  Requested to start service on September 26, 2022
  Email address - *******************
  Mailing address ***********************************************************************
  On September 26, 2022, customer spoke with service advisor to connect service.  Service advisor informed customer of affidavit need to be filled out and notarized due to large bill owed ion account from previous tenant.
  On September 27, 2022, customer spoke with service advisor and stated she had emailed all pertinent information to have services turned on at **** ****** #1. Service advisor verified information and placed connect order for same day per customer.  She verified mailing address as ******************************************************************  Customer stated yes that was the correct mailing address.
  On October 5, 2022, customer added new tenant on call with service advisor.  Service order was placed to connect services in new tenants name on October 6, 2022, which generated a disconnection of service for customer.
  On November 14, 2022, the first bill was delayed, and it included the final bill.  The bill was mailed to **********************************************************************************, ** ***** for meter reading dates 9/27/2022-10/6/2022, in the amount of $142.00 due by December 2, 2022.
  On December 19, 2022, a second inactive bill was mailed to **********************************************************************************, ** *****, in the amount of$144.14 ($2.44 late fees were added), due by January 9, 2023.
  On March 14, 2023, customer called inquiring why she received a collection from MLGW.  Service advisor informed her of bill from September 27 October 6, 2022.  Service advisor asked if mailing address is ******************************************************************** B?  ******** said yes, but she wants to change it.  She did not give the new mailing address. Service advisor gave her the name and number of the collection agency.
  On March 16, 2023, a payment of $144.14 posted to the account.
  On March 23, 2023,customer called to have collection removed from credit report.
  On March 24, 2023, service advisor sent request to research department to mail a credit clearance letter to customer at new mailing address ******************************************* Ste 387 *****, ** 33629
  On June 7, 2023, Research analyst mailed credit clearance letter.
  
  The verifying information on both online requests were the last four digits of her social security number were 1293.  The last four digits of her ******* drivers license were ****; the date of birth 12/27/77; and a phone number **************. The requests also states that she is single and self-employed. The bills were mailed to the address that the customer requested.  It appears that during the conversations, the customer was traveling from ***** to ********************; unfortunately, the bills were not paid and went to collections.

  Credit clearance letters were also sent to the customer stating that even if an account is paid that it may still show up on a consumer's credit report for up to 7 years.  If there is some documentation the customer has to show that the collection is in error we will be happy to review and it can be sent to **************************************.  Thank you.

• Initial Complaint

  Date:06/13/2023

  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.

  To whom it may concern:I have encountered extreme anxiety and emotional distress because of mlgw. The problem is the billing itself, which is estimated. I have not once in going on two years seen one meter reader to come out and read my meter. They keep sending all these bills back to back and every time i complain they send a bill even higher as a cut off notice. I have been have been asking to speak to someone in management but i have yet to receive a call. They have been abusing the federal funded program even though even now i am supposed to have a credit the credit has yet to be applied they just took the money and didn't apply the full credit correctly to my account. They say i owe how is that when i received a 0 balance for months if i still owed my balance would not have been showing 0 then even though i had credits left they just sent out a bill without applying the credit. They always want to make it seem like they are not making mistakes but if we pay attention to the news they clearly have been making mistakes that they do not want to take full responsibility for, There is no such thing as the customer matters or is right when it comes to mlgw and i feel they take advantage of people because of they are currently the only utility company available. in some way i feel as though my consumer rights are being violated and i am addressing my concerns to higher government to check into mlgw im sure they will find loop holes when it comes to the way they apply the funds.

  Business Response

  Date: 07/07/2023

  Thank you for allowing Memphis Light, Gas and Water the opportunity to address ************************ concerns.  Below is a summary of both the research and conversations with ******************** regarding her concerns.  

   

  A call was placed to ******************** on June 16th by Mrs. ************** They spoke at length and the results of the conversation was for the electric & gas meter shops to do a field test on both meters in Ms. ********* presence.  She requested that we come any day except Tuesdays & Thursdays.  The appointments were originally scheduled for Friday June 21st but had to be postponed due to the severity and damage of the storms that came through ************************ orders will be rescheduled the week of July 10th since the restoration efforts have been completed.  ******************** was notified about the change via email sent on June 30th at approximately 11 a.m.
  
  ******************** pays MLGW for electricity and gas only.  Water is provided by the city of ***************** ******* and electric meters have not been estimated at this property since October 2016.  All monthly readings obtained have been actual readings and read by the same meter reader since June 2021 except for August 2022.  Account analyzation shows no inconsistencies in historical usage since ******************** has lived at this address.  Also, meters are being read each month with no estimations.  The estimation that occurred in 2016 was prior to ******************** moving to this address in June 2021.  No corrections are warranted based upon actual readings. Our meter reading department has agreed to knock on Mrs. ********* door each month to let her know we are on the premises to read her meters.  Special instructions have been added to her account to reflect as such. The first time for this to occur is Friday, July 7,2023.
  
  All agency payments have been fully applied to Ms.********* account as received.  The latest agency payment was $800 awarded by CSA. This payment posted to Ms. ********* account April 10, 2023.  This was after the itemized bill printed March 9, 2023 for a grand total of $670. This amount included a past due balance of $442 which appeared on a previous cut off notice printed February 28, 2023.  When the $670 became past due, a new cut off notice was printed March 29, 2023 for the same amount, $670.  On April 11, 2023 a new itemized bill was printed with balance due of $69.  This bill reflects the $800 payment received from CSA on April 10, 2023, which wiped out the past due balance of $670 and paid all the current charges on that bill except $69.  The itemized bill printed May 9, 2023 had a grand total of $245 with a due date of May 25, 2023.  This was due the remaining balance of $68.08 from the previous bill, the 9th installment of a deferred payment plan for $80.10* and the monthly charges of $96.82. May 30, 2023, a cut off notice was printed for $245 since there was no payment made the month of May.  On June 8, 2023, an itemized bill printed with a grand total of $559 due June 26, 2023.  This bill consists of a past due balance of $245 and the current charges of $314.76. (The $314.76 includes the 10th and final installment in the amount of $80.13 from a deferred payment plan.) On June 19th, we received a payment of $50 which brought the account balance down to $509.  On June 28th, a cut off notice for the same amount ($509) was mailed with a due date of July 7th.  On June 29th, ******************** accepted a payment arrangement via the web to pay $509 on July 19th.

  We hope that the information presented above clarifies ************************ concerns and we thank her for being a Valued Customer.

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20180494
  
  I am rejecting this response because:
    There has not been consistency with my bills and i have recorded conversations from mlgw that state my bill has been estimated from the beginning the man just read my meter today for the first time and knocked on the door. The energy said him self the amount of the bill and what he has read is not the same. I havent received any information about the rescheduling of them coming out and i just called two days ago. I have recordings and pictures from cameras showing and proving my statements. 
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair 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.

  I have a rental property in Memphis at *************** The tenant moved out and I called MLGW on April 17th to cancel the utilities. They said they would have them turned off on April 21st, the following Monday. On or about May 10th, I get a bill for $91.48. I called and asked them, why am I getting this bill since I had the utilities turned off. They said they would investigate. I told them to listen to the phone recording. A few weeks went by and no word from them. I called again and they told me "no further action". Then they told me that I called in on April 21st to "start" utilities and then called again on May 8th to cancel utilities. And that someone else (probably the tenant), canceled the utilities on April 10th. They obviously did not listen to the phone recordings. My account number with ********************** is *******************. I was forced to pay $91.48 and I want my money back.

  Business Response

  Date: 06/20/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to Mr. ******* concerns regarding his utility services.  We reached out to Mr. ***** and allowed him to hear the recordings with his requests to understand the events that occurred.  Mr. ***** listened to both conversations when he connected and disconnected and realized the error stemmed from his end and not ours.  Mr. ***** says RJ Properties manages the property for him.  It was explained that from the taped conversations, it sounds like there may have a breakdown of communication between him and RJ Properties and he agreed.   We explained that an owner cannot connect or disconnect services out a tenants name but could only have control over the account if it was in his name.  We also talked about adding RJ Properties to his account as an authorized agent.  It was thoroughly explained that if he added them to his account, they would be able to transact business in his name at will and Mr. ***** indicated he understood.  We also confirmed that the services were already off out of the tenants name when he called on his initial call on April 17th. We thank Mr. ***** for being a Valued Customer and hope that the explanation he received cleared up any confusion.

  Customer Answer

  Date: 06/20/2023

  After hearing the recorded phone calls from MLGW, I realize that I had called a few weeks earlier and had utilities turned on. We have multiple houses in Memphis going through evictions and move outs and I didn't recall the earlier phone call, It was my error. 

  Customer Answer

  Date: 06/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  Memphis, ** 38127

  
  

• Initial Complaint

  Date:05/09/2023

  Type:Billing 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.

  I have not received a bill since October. I have gone to the office in Whitehaven and talked to several people on the phone. The only thing they keep saying to me is they are working on it to give them about three more weeks. I spoke with someone two weeks ago and was told that it will be taken care of and I should get a bill within the next week. I have been paying on my bill without receiving a bill. When I spoke with the representive she stated that I had a $400.00 credit on my account. I spoke with ****** on today and was told that he sent an email to an account superviser and the service department. He also stated that someone should contact me within the next 24 hours. I just want a bill so I know I'm paying the right amount.

  Business Response

  Date: 05/22/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to ********************** concerns regarding her billing.  Currently MLGW is experiencing a delay in the processing time of customer accounts that incur a meter reading exception.  When a meter reading exception occurs it is an indication that the current reading requires further investigation before a bill is produced for the customer. There is a high volume of exceptions at this time that MLGW is working to reduce.  I spoke with ****************** last week to explain the process and what to expect with these delays.  ********************** meter was transmitting readings that indicated there was no water usage in her home.  She confirmed to me that there was usage and I informed her that our technicians were going to check her meter.  Upon inspection they did determine there was a faulty dial on her meter that needed to be changed out.  I let her know that we would need to continue to estimate her water usage until the period of the dial change to get her back on track.  I also faxed her a copy of her bills from the time the delays began because there was some concern regarding her payments and her account balance.  I left ****************** with my direct extension so that if she had further questions during this process she could reach out to me and also that if she needed any type of arrangements as a result of this delay in billing that we would be happy to assist. It is our hope that by the time of her 5/31/23 billing her account will not have an exception and bill through the normal process.  We thank her for being a Valued Customer and apologize for the inconvenience that has been caused as a result of the delayed billing.

  Customer Answer

  Date: 05/24/2023

  Thank you for reaching out to me.  When the tech come out to my house, it took him about 15 minutes to complete the process that I waited 8 month for.  I reached out to ************ today because I think the same issue is going on with my apartment next door.  I did not get an answer but I left a message.  I'm still waiting on additional bills to see what I really owe. I will be very happy to get this behind me.

• Initial Complaint

  Date:05/02/2023

  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.

  March 13, 2023: I spoke ******** with MLGW about estimated charges on March 9, 2023 bill for estimated gas usage of 11 at $16.53. I advised MLGW that I do not use gas in my home. I asked ******** to correct my bill. MLGW has not. I asked ******** to send someone out to turn off the gas meter to avoid having to pay these false charges. She advised that she would. MLGW has not. Matter of factly, MLGW is still charging me for these false estimated gas charges and tacking on late fee charges on top of the fraudulent charges. I don't use gas in my home. My April 13, 2023 bill shows an estimated usage of 2 at a charge of $11.11. This after MLGW advised me that on March 13, 2023, a technician would be out that same day to turn off the gas meter. This is a fraudulent charge. I don't use gas in my home. May 02, 2023, I called MLGW and spoke with *****. I advised her that I don't use gas and that MLGW advised me that the gas meter would be turned on March 13, 2023. MLGW also charged me for 2 late fees for gas, 2 late fees for electric, and 2 late fees for water. Their reason: We missed charging you late fees on your last bill. There should not have been any late fees anyway when the bill was paid.She found no notes from my March 13, 2023 discussion with ********. I asked her to find the phone recording and to correct my bill for those fraudulent. charges. The meter is attached for future purposes only. So, my previous bills reflected the true and accurate usage of 0, but MLGW charges a flat $10.42 for the meter each month. However, since MLGW claims that customers' meters are malfunctioning, they placed certain customers under an exception plan to begin estimating a customer's bill. Because my gas usage has been 0, MLGW decided to start fraudulently charging me for estimated gas charges. MLGW has begun to charge me for the water meter. My water bill for 3 - 5 usages has gone from ~$7.00 to almost $14.00.

  Business Response

  Date: 05/15/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to ************************** concerns regarding the gas meter at her premise. For the past three years there has been usage on the gas meter during the winter months.  It has not been significant usage but some usage has occurred so when the meter began to transmit zero usage it created an alert to our billing team to investigate.  Our policy at this time is to estimate consumption based on the customer's history until we are able to confirm if the meter is performing to standards.  We do apologize for the time it has taken to have this investigated.  We have turned off the gas at ************************** home and will confirm with our shop if the meter is performing to company standards.  We will follow up with ********************** regarding any adjustments that *** be required.  We apologize for any inconvenience incurred as we complete our investigation, but rest assured the estimation is to prevent our customers from any back-billing and we do credit back any estimations if it is found estimation was not required.  We thank ********************** for being a Valued Customer and will resolve this matter.

• Initial Complaint

  Date:04/27/2023

  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.

  To whom it may concern: I will be listing my issues surrounding MLGW. | have been complaining about my bill since July/August of 2021.This is beyond ridiculous the price they are charging are outrageous, and I am requesting a copy of every bill I have ever had from June 2021-Current. I will also be requesting a full print out from every agency of whom I have received utility assistance. I believe that i am victim of price gauging from MLGW. All of my bills are based on estimations but whose estimations as those. I defiantly know they are over charging me i can provide months of documents showing i wasn't even home doing to being ill and when i am home i rarely ever use lights or my central heating and air. I do not have an electric meter and no one ever comes out to read my meter and my house is surrounded with cameras they know they have not come out to my resident. I believe i am also a victim of receiving someone else bill because i receive several bills in one month. I also recently paid even closer attention to the fact i received a cut off in March for over 400 dollars and when mlgw received my pledge off 800 from csa i immediately received another cut off for over 600 dollars and even though they applied a credit they sent me another bill saying i owe *****. They are defiantly abusing the utility assistance and trying to get over. I am also bringing all my issue forward to the consumer financial protection bureau because this is getting out of hand. This is becoming more then a great inconvenience its also overwhelming me with more stress of which i cannot afford because it causes my multiple sclerosis to flare up. When you call customer service is so rude and arrogant. I am filling this complaint now but whomever else i need to reach out to besides cfpb i will be also reaching out because they need to fix the areas with my bill. No way my bill should be this high with one person and im barely home.

  Business Response

  Date: 05/22/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to ************************ concerns regarding her utility bills.  We spoke with ******************** to confirm she made this request via the BBB for her bills and have included a copy of the bills.  ********************** states that no meter reader is coming to her premise on meter reading day.  Our records do not reflect that same information.  We are happy to provide a customer service technician who can come out to read the meters if ******************** would like to confirm that the readings supplied are in line with what the meter reader has provided.  At this time there is no evidence to support ************************ claims that her meters are not being read so no adjustments are warranted.  We welcome her submission of any evidence supporting her claims (she may email any documents to ************************************** or mail to *************************************, ** ***** c/o Customer Advocacy) and we will review them and respond accordingly.  All agency payments have been fully applied to Ms.********* account as received.  The latest agency payment was $800 awarded by CSA. This payment posted to Ms. ********* account April 10, 2023.  This was after the itemized bill printed March 9, 2023 for a grand total of $670. This amount included a past due balance of $442 which appeared on a previous cut off notice printed February 28, 2023.  When the $670 became past due, a new cut off notice was printed March 29, 2023 for the same amount, $670.  On April 11, 2023 a new itemized bill was printed with balance due of $69.  This bill reflects the $800 payment received from CSA on April 10, 2023, which wiped out the past due balance of $670 and paid all of the current charges on that bill except $69.  The most recent itemized bill was printed May 9, 2023. This bill has a grand total of $245 with a due date of May 25,2023.  This bill consists of the remaining balance of $68.08 from the previous bill, the last installment of a deferred payment plan for $80.10 and the current bill of $96.82. We are also investigating recent calls for quality assurance to ensure the MLGW standards were applied.  We thank ******************** for being a Valued Customer and look forward to our ongoing business relationship.

  Business Response

  Date: 05/22/2023

  Supplying bills requested

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 19992093
  
  I am rejecting this response because:

  They are ripping people off! They have yet to have someone actually read my meter misusing federal assistance money of which i have lunched a complaint with the federal government and they received several lump sum amounts that left me with a credit that covered my complete bill i have asked for a copy of all my bills i had a 0 balance foe months they are only estimating my bills and then throwing additional charges on once i get approved for assistance and trust the companies who are helping with utility assistance are well aware and have received several complaints about mlgw thank God there is another company coming soon because they know they can take advantage of disabled customers because they are the only company right now but want be for long but they can throw me to the side like trash because i will be asking for a full investigation into my bills the funds etc and the customer service is beyond ridiculous also what happened to the credit i had they are scamming the system 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair 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.

  From: ***************************** <*********************>Sent: Monday, March 20, 2023 12:09 PM To: Memphis Mayor ****************************************** Light pole Light pole ****** out again on ******************* ***** ***************************** <*********************>Apr 13, 2023, 2:23?PM (11 days ago)to Memphis I spoke with ****** today at MLGW regarding the Light Pole ******. The pole has not been repaired yet as of March 20th 2023. The reference number that was given on March 20th,2023 (CIS202303201242570) stated lost per ******. This is the 4th or 5th time that I have communicated and had problems with this Light Pole ******. I need this light pole to stay on because of my safety. It is dark when I get off from work. I need to talk with the **************** if nothing gets resolved soon. We pay taxes and this should not be happening! I will speak to my family if anything happens to me coming home from work in the dark, to file a suit. I know the next door neighbor has a lot to do with this light pole not on because he cannot steal my yard anymore. I am waiting to hear something soon (as of 4/24/2023 no lights) Thank you for your Attention

  Business Response

  Date: 05/15/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to ********************** concerns regarding a street light repair.  We apologize for the delay in response and fixing the issue.  Sometimes our street light repairs may take a long time due to underground faults or other issues that impact the speed of repair.  Our records do indicate that we were able to repair the light on 5/4/23.  

  Customer Answer

  Date: 05/16/2023

  When I spoke to your representative,she said the ticket were lost.  I had already called about the light pole 3 or 4 times before.  I thank you for repairing it and feel much **********.  I suggest that your employees may want to check every now and then to make sure the pole is still working.  The light pole at the beginning of the street, the trees have covered the light.  I hope you can check that light pole as far as cutting the tree limbs around it.  Thank you, I appreciate your efforts.

   

  Customer Answer

  Date: 05/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  Memphis, ** 38118

  
  

• Initial Complaint

  Date:04/22/2023

  Type:Billing 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.

  This is now 2nd complaint because the overcharging for estimated gas usage is continuing. I have sent MLGW customer care numerous emails and have received responses that never address the money in the overestimated usage bill. Please see my account for those messages. The last message did have a response acknowledging the incorrect estimates, but no resolution. Then never responded again. It is poor service. So I am back here to ask for assistance in fixing. The meter was finally fixed 3/23/23. But still receiving estimated bill on gas usage. Probably happen again next month so maybe you could get that correct now. So last bill dated April 12, 2023 had gas usage estimated at 144 and cost $86.39. Way out of order, very high. Previous year same period usage was 51. But the average temp for this years period was 9 degrees warmer, meaning less gas would be needed. We are 2 people with upstairs completely closed off due to kids gone and no use. We also are out of town a lot. We do not consume much compaired to others. So if last year was cooler and used 51, I believe a fair estimate would be 44 for this year. So math wise that is .31 of the estimate you did of 144. So charge of $86.39 times .31 equalls $26.78 as a fair charge of estimated gas. I assure you my estimate is much more fact basis then yours, and one has to think you would rather just estimate high than have your equipment fixed and charge honest amount. So $86.39 minus $26.78 equalls a adjustment due of $59.61. Please process this to be fair on estimate usage. Also please find a way so this is the last time this very time consuming issue has to be addressed.Thanks *************************

  Business Response

  Date: 05/08/2023

  MLGW would like to offer it's apologies to ****************** for his experiences regarding his gas meter and billing.  There has been an issue with the equipment provided that has caused many of our customers to be billed based off estimations while we wait for new equipment to repair meter malfunctions.  We have been able to repair the equipment at ***************************** residence and an adjustment is pending.  ****************** should notice the adjustment information on his billing once it has been completed.  Again, we apologize for his recent experiences and hope to provide him with better experiences in the future.  Thank you.

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19971180
  
  I am rejecting this response because:

  I have since received another bill dated May 2, and it covers Mar 2 to Mar 31. No adjustment seen and most distrubing is the gas meter was fixed Mar 23 and you are still estimating. You estimated gas usage when I have a working meter. I see it counting up. As has been the case, the ********* usage is estimated higher than I actual use. Wht is MLGW not in court explaining this form of overbilling. I emailed customer care again May 3 when this lasted bill posted and of course NO reply. Don't call it a care line when no one cares and responds. Why replace a meter and still estimate?? This is beyond wrong.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/09/2023

  As of June 8, 2023 ***************** at MLGW very professionally handled all the issues I have had with MLGW and I am very pleased with her service. I wish to close this complaint as a positive for MLGW. I am adding this info because I do not see a way to close this. *************************

• Initial Complaint

  Date:04/05/2023

  Type:Customer Service 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.

  A month ago, I was forced to leave my job after experiencing the trauma of armed robbery at my store where one of my employees was shot. Since that time, I have been continuously struggling and barely sustaining. I was told that MLGW may have funds through their cents program to help, but the **************** Representatives no nothing about it. I need help, as I have exhausted all other social assistance. I need to speak with someone.

  Business Response

  Date: 04/26/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to ****************** concerns.   We apologize for the delay in response.   We spoke with ************** who stated that she had been told that Neighborhood ********* had paid $500 on her account.  She was informed of her current balance after the payment and that her next meter reading date is April 27, 2023 and a new bill should produce the following day after her read date.  We advised her what her options would be and to contact us if she needed assistance.

  Customer Answer

  Date: 04/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  ****************** E

  Memphis, ** 38115

  
  

• Initial Complaint

  Date:03/29/2023

  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.

  This entire situation is an error. I have had multiple accounts with MLG&W as a real estate investor. I always pay my bills on time and I am never late. I was billed ****** in September I don't know why I never got a bill or received an email like I always do. maybe because I moved from *** to VA in October. This bill got sent to collections on March 7th and now my credit went from 760 to 600. Once I found out I paid it right away. I called MLG&W and asked to please not report this to the credit bureau. I was told it's my fault and I should pay my bills on time. I don't get a credit score of 760 by not paying bills on time. The lady at MLG&W yelled at me for calling multiple times. I need this off my credit report ASAP. MLG&W is not willing to help me. I am in the process of moving and no one will rent an apartment to me with a 600 credit score. please have them remove this from my credit report. I did nothing wrong and I am not blaming anyone. I just need this fixed asap. I need a letter of deletion instead showing I paid and it showing on my credit report. Thank you

  Business Response

  Date: 04/11/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to ****************' concerns regarding his billing and credit reporting activity.  We reviewed ****************' initial connection request and determined that he had asked for bills to be sent to a specific mailing address and that had not been applied and as a result **************** may have been unaware of any billing issues.  We requested a removal of the credit reporting from his records.  We apologize for any inconvenience this may have caused **************** and thank him for being a Valued Customer.