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:03/25/2023

  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.

  Our average monthly bill for water electric and gas had been around ****** a month since we moved in a few years ago. In Jan we received a bill for ******** dollars its clearly a mistake. Every time I call them which has been 3 or 4 times now all they say is they will investigate and send a new bill . Every bill they sent is for the same amount nothing has been fixed. When I go back to the archived bills Nov of 23 is normal then nothing appears for December and when Januarys bill comes it's for ******** . The utility company is doing nothing to resolve this issue .

  Business Response

  Date: 04/06/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to ********************** concerns regarding his high water usage.  I contacted ****************** on 4/5/23 to confirm that our billing department had entered an adjustment on 3/29/23 to correct the account. I explained to ****************** that his account had been estimated and when a reading was obtained the system attempted to correct the estimation and wound up billing high consumption.  I apologized for the length of time it took to correct the billing.  I also let ****************** know that a new bill had been generated.  After our conversation I realized that new ******************* contained late fees.  I asked our billing department to credit ****************** for any late fees accrued and I will follow up with him with the new amount.  We thank ****************** for his patience and being a Valued Customer.

• Initial Complaint

  Date:03/13/2023

  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.

  Since August Ive been emailing and calling MLGW about my residential leased outdoor light in my backyard not working. I keep calling and emailing and they keep lying. I would like my light fixed and bill credit since August since my light hasnt worked since then.

  Business Response

  Date: 03/27/2023

  Hello.  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to ************************** concerns regarding her leased outdoor lighting.  We apologize that ********************** was not able to have her issue resolved in a timely manner.  MLGW strives to provide exceptional customer service and hate to hear we missed the mark.   Our technicians repaired the lighting on March 23, 2023 and also spoke with ********************** regarding her concerns.  We hope that future endeavors with MLGW are more favorable, and we thank ********************** for being a Valued Customer.

• Initial Complaint

  Date:03/07/2023

  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 am taking this complaint action only because I feel having had the issue for a year now, has given them plenty of time to resolve, but have not, and I am being over charged. About 2/1/2022 a year ago my gas meter quit working. I have recieved estimated gas usage each month since then. After a year now I can go back and look at actual gas usage from 2-1-21 to 2-1-22 had 717 gas units billed for. The estimated gas usage from 2-1-22 to 2-1-23 we had 792 gas units billed for. This estimating billing has us billed for 75 gas units more that previous years period. This estimated billing is in a way thief, due to no accountablity. This ia a guess and a very poor one. One reason, MLGW does not know the fact that we use less energy in this house now due to fact kids are gone and upstairs completely shut off. Another reason, MLGW does not know we are often gone for at least a week at a time, many times thru the year, because the kids are gone. MLGW can not use past history because our use has steadily been less. A good example is the recent bill dated 3/2/23 covering 1-3-23 to 2-1-23 gas estimate 155, electric use 596, days covered 29, average temp 45. Then see bill dated 2--2-22 covering same period year ago 1-3-22 to 2-1-22 gas use 134, electric use 736, days covered 29, average temp 40. So last year for that month it was colder but we used less electric and gas. Thats the opposite of logic, colder should mean more electric and gas. Another way to look at it we used less electric for this billing that a year ago, with an increase in temperature should mean our gas use would be less. But no your estimate has it considerly higher. With the excessively high estimate and the decrease in our usage, my guess is we have been overcharges about $100 as of now and counting. I believe my numbers and records are more accurate than yours. How long will this continue? I have received 2 letters over past year and recently called, no fix yet. Need this over estimated charging refunded.

  Business Response

  Date: 03/21/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to address ********************** concerns.  MLGW estimations are based off historical usage for that service/customer and can sometimes be an overestimation, underestimation, or inline with the customer's previous history.  When a meter does not function properly, MLGW has no way of determining whether the customer has used more or less than the estimations used.  In consideration of ********************** concerns MLGW has done a courtesy adjustment based on the 717 ccfs from the period of 2/1/21-2/1/22 and this has resulted in a credit of $63.51.  Thank you for your time and being a Valued Customer.

  Customer Answer

  Date: 03/21/2023

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

   They did not address the reason this became neccessary and that being a bad gas meter for over a year now, sure hope they fix it soon. 

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

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

  *********, ** 38002

  
  

• Initial Complaint

  Date:02/20/2023

  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.

  In accordance with the Fair Credit Reporting act, The list of accounts below have violated my federally protected consumer rights to privacy and confidentiality under 15 USC ******* U.S.C **** section 602 A. States I have the right to privacy.15 U.S.C **** Section 604 A Section 2: It also states a consumer reporting agency cannot furnish an account without written instructions.15 U.S.C ****c. (a)(5) Section States: No consumer reporting agency may make any consumer report containing any of the following items of information and any other adverse item of information, other than records of convictions of crimes which antedates the report by more than 7 years.15 U.S.C ****s-2 (A)(1) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe the information is inaccurate.

  Business Response

  Date: 03/06/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to address ********************** complaint about her credit reporting.  We first reviewed her account and determined that she had a delinquent debt of $129.53 that was reported to the credit bureaus on 4/13/21.  The debt was paid off on 10/18/22 to establish new services and should be showing as paid in full on her credit report but will not be completely removed until up to 7 years.  As a precaution we had our **************** to review and they ascertained the following information: It appears to me that the customer is quoting and referencing statutory sections out of context and without explanation as to how they may be applicable to her specific situation.  She first references 15 U.S.C. ****, which I believe to be a typo where she intended to reference 15 U.S.C. ****.  She states that she has the right to privacy under this statute.  With regard to privacy, 15 U.S.C. ****(a)(4) simply states that There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumer's right to privacy.  This section is clearly directed toward consumer reporting agencies and simply provides a broad statement of purpose.
  
  Next,the customer references 15 U.S.C. ****, stating that ** financial Institution is supposed to share my information to any third parties.  15 U.S.C. **** deals with the obligations of financial institutions with respect to the disclosure of personal information.  The customer seems to infer that we are a financial institution and that we are improperly sharing her information with third parties.  She doesnt provide any further information, so I assume she is referring to our practice of sharing her credit information with the credit reporting agency.  However, under the General exceptionssection of this statute, 15 U.S.C. ****(e)(6)(A), a financial institution may disclose nonpublic personal information to a consumer reporting agency in accordance with the Fair Credit Reporting Act, or (B) from a consumer report reported by a consumer reporting agency.  Therefore, properly sharing personal information with a consumer reporting agency is not a violation of this statute. 
  
  Later in the complaint, the customer also quotes sections of 15 U.S.C. ****c that apply to consumer reporting agencies themselves rather than the financial institutions reporting to them.  Finally, the customer quotes **********************: A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe the information is inaccurate.  This is an accurate quote of the statute but the customer does not provide any explanation as to why she believes that any information shared may have been knowingly reported as inaccurate.  It is my understanding that we do not have any reason to believe that the information reported was inaccurate, much less that is was known to be inaccurate when reported.  Therefore, I do not see a violation of this or any of the other statutes referenced by the customer.  

  At this time ********************** maintains the stance that the reporting of ********************** debt was in accordance with Credit Reporting statues.

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19434033
  
  I am rejecting this response because: The account shows a balance owed of $129.00 on my credit which is inaccurate from 4/13/2021. The balance should so zero or be deleted.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/20/2023

  Hello.  Thank you ****************** for submitting the documentation showing that a balance was listed on your credit report.  We have sent a request to all three bureaus to update the balance as paid as of 10/18/22 with a **** balance.  We are asking that she allows **** business days for *********** to receive and update history.  Thank you again and we apologize for any inconvenience caused by this.  

• Initial Complaint

  Date:02/13/2023

  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.

  Billing Dates at issue - 09/30/2022 through 2/2/2023 Nature of the dispute - Beginning with the billing date of 09/30/2022 my smart water meter stopped communicating with MLGW. This resulted in a water useage of 0 to appear on my bill for 09/30/2022, 11/02/2022, and 01/03/2023 (I did not receive a bill for 12/02/2022). For each of these three months I was billed and paid the minimum water and sewage fees totaling $73.77. On my 02/02/2023 bill I received an estimated water bill for 37 ccfs for the five month period of 09/30/2022 through 02/02/2023 ($151.30 for water and $137.95 for sewer for a total of $289.25), My actual SPLY useage was only 32 ccfs with no reason for a change in useage from SPLY so I believe my estimated useage was 5 ccfs over SPLY or approximately $20.45 for water and $26.06 for sewer. I received no credit for the $73.77 I paid in minimum fees and then was billed for estimated useage for these same months. This is double billing for the bills of 09/30/2022 through 01/02/2023. I was overbilled by $46.51 for 02/02/2023. In total I have been overbilled for $120.28 on my 02/02/2023 bill.On 02/03/2023 I contacted the customer service department of **********************. I spoke with the customer service rep and then their supervisor. They refused to even acknowledge my issue and double billing claiming that my minimum fee was actually a meter access fee. However if ccfs used are above 4 ccfs then no access fee is applied and by their own estimate I exceeded 4 ccfs for each monthly cycle and therefore the access fee should not apply.I am also requesting my smart water meter be repaired so accurate water useage can be reported.MLGW account # - *******************

  Business Response

  Date: 02/25/2023

  Thank you for allowing Memphis Light, Gas and Water the opportunity to respond to the customer's complaint regarding his billing.  Upon review of the account ************** was billed for zero usage from 9/29/22 to 12/1/22 as a result of the meter not transmitting the readings on the actual meter register.  MLGW does charge a minimum accessibility fee for all meters.  If a customer's usage exceeds this fee then the minimal fee is not charged because the customer is billed for usage that exceeded the fee. His account kicked out to us for review on 1/4/23 as a result of this zero usage.  Due to workload we were unable to update his account before the 2/1/23 meter reading.  The meter transmitted a reading of 245 and the 37 ccfs were billed automatically by the system.  We apologize for any inconvenience incurred.  We will go back and adjust the billing to correct those zero months per ****************** request and send a copy of the corrected bills to ***************  We ask ************** to allow us time to calculate the bill as this is a manual process.  Thank you.

  Customer Answer

  Date: 03/06/2023

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

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

  11177 ********************* Cv

  *********, ** 38002

  
  

• Initial Complaint

  Date:02/07/2023

  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.

  I received a call from MLGW(showed on the phone). It was a message saying it was MLGW and I was past due. Then a guy came on the line saying I was set up for disconnection my payment was return for $235.00 and the $200.00 remaining. I viewed account online while talking to the scammer ********************* at Ext 157 ************** was asking me to do a deposit for $200.00. I advised I will not pay I paid online while talking to him the remaining balance $200.00 and contact MLGW and she said it was a scam. The scammer gave a claim#***********. After getting off the phone. I called the number back and it was not a working number. Please see how this scammer knew my information. I have been a customer for years with ********************** and never experienced this before.

  Business Response

  Date: 02/20/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to the customer's concerns.  Unfortunately, scammers use burner phones that are pretty much untraceable and MLGW is not able to determine who contacted the customer.  Scammers are also able to spoof MLGW's number to make their call appear authentic.  Our records do not indicate there were any returned payments on the customer's account nor that any ********************** employee accessed ************************ account until after her phone call to us.  ************************ payment was made online via her MyAccount so an employee would not be privy to her recent payment activity.  It is possible that the card ******************** used may have been hacked where a scammer could see her recent activity but MLGW does not know how the scammer obtained her recent payment information.  We thank her for her diligence in this matter and notifying us.  MLGW does its best to prevent our customers from being scammed/hacked but unfortunately are unable to prevent all scams.  MLGW will continue to monitor and be alert for any patterns that indicate any type of employee compliance in scamming and deal with it accordingly.  Thank you.

• Initial Complaint

  Date:01/31/2023

  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.

  I pay rent monthly at ************************************************ and my tap water seems not to be drinkable/touchable unexpectedly either every day or every other day. If someone would look into this and why this is happening to me, I would greatly appreciate it!

  Business Response

  Date: 02/14/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to ****************** concerns.  We had our water lab department to investigate and test the water in question and we have attached their findings.  Our water lab determined that the water supplied met the standards in place by the ******************************* and did not contain bacteria.  We hope that ****************** is able to determine the cause of illness and be treated and able to resume his accustomed lifestyle.

   

   

• Initial Complaint

  Date:01/30/2023

  Type:Product 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.

  Last week in reviewing my bill to verify if **** had posted a payment, I found that MLGW had me scheduled for a payment arrangement of ****** which I had not arranged. I'm a terminal cancer patient who has been receiving help from various sources for the past year and I barely have enough income to cover basic necessities. The day I saw this was the cut off date, therefore I put in a check ACH online, buy it rejected because my overdraft protection has been suspended. They charged it back and now I have a cut off date for today. I wont receive any money until Friday and I can't br cold or without utilities. I need help please.

  Business Response

  Date: 02/13/2023

  Thank you for allow Memphis Light, Gas & Water the opportunity to respond to **************** complaint.  Our section supervisor **************** reached out to the customer on 2/8/22 to discuss her account with her.  ************ explained her medical concerns and necessity for services to not be disconnected.  She was informed to make a payment in the amount of $175 by 2/16/22 to ensure services remain active.  **************** also submitted a gift payment on **************** behalf in the amount of $175.00 so her account is secure.  We thank ************ for being a Valued Customer.

  Customer Answer

  Date: 02/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/16/2023

  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.

  I am tired of MLGW every time you turn around they are raising the rates or adding a new charge for minimal to non-existent services they "deliver" to the customers. I have two issues:I have been asking for five years for them to put a street light back for whatever reason they stopped from working. Crime is high in my area. I have had several break INS to my garage and almost been hit because no one can see anything at night. All I hear is "yes ma'am" we will get on it right away and nothing EVER HAPPENS!!!My second issue is that suddenly, after my lights were disconnected because I couldn't afford the bill and after me and my kids missing a couple of meals and other necessities I pay the bill...I am being told I would a 50 dollar deposit fee and an ******************************* I am familiar with the reconnection fee but a DEPOSIT???? I asked the customer service when did this start? I asked her what about the 200 dollar deposit I paid initially to have my services connected. She had no concrete answers. If you look up the word deposit, a deposit is money you pay initially to start a service or cover fees at the end. How are you charging people deposit money every time their power gets disconnected??? I can't afford that! I was barely able to pay my bill. In this economy I can't afford no ridiculous fabricated charge and I can barely afford to feed my children. These people charge all these fees and barely pick up your garbage!!!! I can't afford this and I have never heard of this before. I have never heard of any business charging a deposit. They already charge late fees, and reconnection fees. This is unscrupulous price gouging.

  Business Response

  Date: 02/01/2023

  Thank you for allowing Memphis Light, Gas and Water the opportunity to respond to ************************ complaint.  We have repaired the street light outage as of 1/21/2023.  We do apologize for the confusion regarding the deposit.  MLGW customer care policy, which can be found online at www.mlgw.com, does state that customers who are disconnected for non-payment will be assessed a $50 deposit until they reach the maximum deposit amount of $350.  Although MLGW is the billing entity for solid waste fees, that service is maintained by the City of Memphis and ******************** would need to speak with them regarding any concerns pertaining to solid waste at ************.  We have also asked our ************* Team to reach out to ******************** and assist with any payment options that would be beneficial.  ******************** is also welcome to apply for our PrePay program which does not require a deposit only a $100 start-up fee and 25% of any debt that is on her account and our ************* Team can explain the program in more depth or she can visit any of our community offices once the weather clears and offices reopen.  ******************** has also submitted a complaint via Consumers Affairs and our Legal team will be responding to her complaint as well.  Thank you. 

  Customer Answer

  Date: 02/04/2023

   
  Complaint: 18818705
  
  I am rejecting this response because:

  I don't know what contract they are referring to. I have NEVER been told that, nor have I been charged that before and my services have been reconnected at different times in the 17 years I have own this house. This is deceptive. I have saved my old utility bills and that charge was not on there. Deception and price gouging. I am out of town but I physically have old bills from a period of years. When I get them I will upload, showing that this 50 dollar fee just "suddenly" was in the contract. I signed paper when I first turned my utilities on and that was NEVER mentioned 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:12/28/2022

  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 on AutoPay with MLGW and have a "limit notification" set years ago for any bill over $499.99 (meaning if I get a single bill for $500 or more I receive an "alert"). I received an e-mail on Nov. 22, 2022 stating I had a billing in the amount of $559.11 which of course alarmed me. When I went to the MLGW website online to see what was wrong, or try to determine what was in error, I had regular charges for $271.80 with an adjustment amount of approx. $287.31. No explanation was given for the "Adjustment" so of course I called MLGW to find out what it was all about. The MLGW representative was not very helpful and just said the issue was I was "underbilled" for the period from July 14 / 15th to October 14th/15th. I asked her how that could be possible since we are on smart meters and I am sure the water should be read monthly IF NOT ESTIMATED. Since none of the bills indicated "E" for estimated, the simple conclusion is that the meters were obviously not read for 3 months or so . . . This is very unfair, as had I know that there was an issue, BY RECEIVING ACCURATE BILLS, I could have taken corrective action for problem resolution earlier than the initial notification on November 22nd via e-mail. So, in my point of view, the meter not being read accurately did not make me aware that there was a potential problem. Extra "sewage charges" of $50 per month wouldn't have been tacked on had I been able to correct the issue earlier, as well. Thus, I am asking that the excessive water charges -- that is, the adjustment made without an explanation in the amount of $287.31 -- as well as other charges for excessive sewage penalty be reversed.Had MLGW been doing their job correctly (accurately / timely) then I could have taken action and avoided all this excess billing. By the way, no "High Water Consumption" notice was sent to me either which is reportedly a practice by MLGW. I appreciate someone weighing this and finding it not my fault or liability.

  Business Response

  Date: 01/19/2023

  Thank you for allowing MLGW the opportunity to respond to ******************** concerns.  Due to the nature of ******************** dispute further review is required to provide a resolution.  We have reached out to **************** and he has provided us with his desired resolution.  This resolution is currently being reviewed by our management team and we will follow up with **************** with a resolution.  If **************** is unhappy with the resolution provided we will allow him the opportunity to proceed with a dispute resolution hearing.  We thank **************** for being a Valued Customer and his patience as we work to provide an amicable resolution for all parties.