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:12/16/2022

  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.

  On December 15 2022 a MLGW rep came for a disconnection of my service! I was under the impression that I set put a payment arrangement online with MLGW.com I ask the rep and she called it in and it was confirmed that I attempted to set up a payment arrangement but it wasnt accepted but I know I did on the 12th of December I was online trying to schedule the payment arrangement and I was having a lot of problems trying to get through and complete that task. I finally was able to get through and except the payment arrangement everything went through well you told me I had a payment arrangement for ************************************************************************************************************************************ to customer service so I called in to ********************** and the representative I got was so rude, so disrespectful, so belittling to me, I asked for a supervisor and was told she dont have a supervisor but she could try to have someone call me back in ***** hrs and basically told me whatever and hung up in my face when I tried to call back and I was on hold for almost 2 hours because of some type of note she placed on my account thats very disappointing to know MLGW give their customer service rep so much power to be so rude disrespectful and just ugly to customers when we are only just calling it as a customer to make a report of something technical going on with their website so I feel my issue need to be hard because the next time if I have to schedule a payment arrangement I dont want to go through this, I need to know what was going on if it was a system issue something let me know so I would know what to do moving forward.

  Business Response

  Date: 12/30/2022

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to ******************** concerns.  A member of our management team will coach the employee on how to assist customers using profanity.  **************** had a pending disconnection order for 12/15/22, but the technician did not disconnect the services.  Our management team spoke with **************** who stated that she is okay and that she felt her issue had been resolved.  

• Initial Complaint

  Date:11/29/2022

  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 payed my bill on time and on the correct date but my new bill is still incorrect as if I did not pay my last bill. also my power was cut off 3 times in the same month (October) which should be impossible. Also most recently my power was cut off due to a power line being hit and I am being charged a reconnect fee on my most current bill.

  Business Response

  Date: 12/09/2022

  Thank you for allowing MLGW the opportunity to respond to ****************' concerns.  Upon receipt of the complaint we reviewed the account to address the concerns stated in the complaint.  ****************' first concern was the amount on her new bill.  Since she did not state the date of the new bill we reviewed the most recent bill in our system prior to her BBB submission.  That bill was dated 11/28/22.  It had a balance forward of $180.46 and current charges of $224.54.  The balance forward is correct as ****************' services were disconnected for non-payment on 10/31/22 for a delinquent balance of $244.32, her total balance was actually $411 which included her September charges.  MLGW allows its customers to leave a delinquent balance of $199.99 and **************** frequently leaves this balance on her account.  Leaving this balance means a customer will allows carry a balance forward on their next bill as bills only produce on a monthly basis and not each time a payment is made.  **************** also spoke with someone in our ************* area on 11/29/2022 who explained her billing and payments to her as well.

  Our records indicate that **************** was only disconnected once in October for non-payment and that was on 10/31/2022.  She was disconnected at the end of September on 9/30/2022 so that *** be why she thinks it was more than once in October.  

  The reconnect fee that was billed on the new bill was for the 10/31/2022 disconnection.  We do show that her services were disrupted as a result of a fuse outage on 11/5/2022 but we did not charge her for that outage.  The reconnect fees were assessed to her account on 10/31/22 and charged on her 11/28/22 bill as we do not produce new bills for new fees.  All bills are produced on a monthly cycle basis or a final basis when an account is closed.

  We hope that this response was able to clarify things for **************** and we thank her for being a Valued Customer.

• Initial Complaint

  Date:11/27/2022

  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.

  For the past three months , the power in my neighborhood continue to randomly go out . When we call the problem in its always the same 54 outages in my area. The power has been going out every two weeks for the past three months. You would think that the problem would be fixed by now as much as the power go out. I have small children and elderly in the neighborhood and household. Nobody in the MLGW office is concerned about the problem. Can someone help us Please.

  Business Response

  Date: 12/09/2022

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to ****************** concerns regarding frequent outages in his subdivision.  Upon receipt of the complaint, we had our Reliability Team to investigate.  They attempted to phone ************** and were unsuccessful.  A follow up email was sent today.  They did find that the neighborhood has experienced multiple interruptions and they are conducting an inspection.  They may be able to re-feed a part of the customers from ********* and are investigating this option.  We are working diligently to find an option to prevent frequent disruptions in the neighborhood and thank ************** for alerting us to this issue.

• Initial Complaint

  Date:11/18/2022

  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.

  So, I filled to get my power turned on online 13th of November, they were supposed to turn it on on 17th. I was moving on the 18th, received an email saying they would turn it on, no where in the email did it say I had to be present. Safe to say my power was not turned on, I called that Thursday and they said someone would be out, no one came, Friday my power was not on, called at 930 they xalled me back at **** put in an order, this time I sat and wait all day for someone to come turn my power on. It's 43 degrees and no one has come to turny power on, I called and they said I would have to wait until ****pm and they may or may not turn my power on. I work from home so not only do I have to suffer from the freezing cold, I also had to miss work. They are not even having major outages today, what a terrible company and aweful people that work there to do someone as such. As a front line worker and Nurse this would never be acceptable if I was in the hospital, nor if it was one of their family members.

  Business Response

  Date: 11/28/2022

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to Mr. ***** concerns regarding his recent interaction with MLGW.  We would like to apologize for the less than stellar service Mr. ***** received.  Although an order was issued for November 17, 2022, due to workload we were unable to work the order until the next day.  A technician was on the premise November 18, 2022, at 9:55 AM.  He stated no answer at the address and did not turn on services due to our safety regulations.  We received a call from the customer and issued another ticket and it was worked at 11:03 PM.  The technician did not receive an answer, so the technician turned on the electric but was not able to leave the gas services on.  On November 19, 2022, we returned to the premise at 7:25 PM and turned on the gas services for Mr. ************ Repeated trips to a premise is not the service MLGW strives to provide and we hope that future interactions with MLGW will be more favorable.  We thank him for being a Valued Customer and will use this feedback to ensure better and more efficient service.  Thank you.

• Initial Complaint

  Date:11/16/2022

  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.

  THEY NEVER ANSWER THE ***** WHEN U CALL THEM MAKE U WAIT FOR HOURS ON END TO GIVE U THE LEAST HELP POSSIBLE, i keep getting rude people that i talk to that out the phone on hold for hours and never comes back , this company has been draining memphis out of money for years and i think it should be shut down and we bring in a new light gas and water company

  Business Response

  Date: 11/28/2022

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to ***************************** complaint.  We  do apologize but we are currently experiencing high call volume and reduced staffing.  MLGW is working diligently to fill those positions to allow for quicker response times.  We apologize that our service has not met the customer's expectations and welcome any feedback or individual names so that we may review to ensure better service in the future.  The customer has requested no further contact from MLGW so we will not have management follow up with the customer at this time but as stated above welcome any feedback.  Thank you.

• Initial Complaint

  Date:11/14/2022

  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 moved out of my old apartment due to mold on 05/23/2022 and move in a extended stay on 05/23/2022. I cald mlgw to ************* off immediately and was ****** told it will have to turned off on Monday although I called the week before I moved out. my number then was ********** or another number I will disclosed once I received a call from you. I moved to new apartment in September was told I needed to pay ****** to have turned on and was in collection and will have a ****** additional charge to my bill. I paid my entire bill in may before I moved. I called to have services turned off. I now had a bill for ****** for septeber... I did not pay that. I want my ****** back, and removed the ****** additional charges that I should not have and remove collection off my credit report and not to have a cut off notice. I would like a call or email reponse from the *** or an upper management to discuss and get all of this taken care of.sincerly *****************

  Business Response

  Date: 11/28/2022

  Thank you for allowing Memphis Light, Gas & Water (MLGW) the opportunity to respond to ****************** concerns.  Upon receipt of the complaint, we had a section supervisor to reach out to ***************  Below are the results of the conversation and the findings subsequent to the conversation:

   

  Ms. ******* spoke to ***************  ************** explained the situation and when Ms. ******* began to tell her that we received a call on 5/31/2022 to disconnect,she interruptedeee and said, no the call came in on an earlier date.  She was asked to hold while we located the taped conversation.  The phone call came in from **************.  ************** was allowed to hear the tape up to the point where the service advisor asked her to hold to enter the disconnect.  ************* says that she hadnt had that number, **************, in years and that we conjured or twisted up the recorded conversation.  She also says the voice on the conversation sounded like her, but it wasnt her.  She also stated she knew she wasnt going to get any help concerning this matter and thanked me for calling.  She was asked if she wanted to hear the events that happened on the account and she said no.
  
  Here are the facts:
  
  ************** called on 5/31/2022 to have the services disconnected on 6/1/2022
  Services were indeed disconnected on 6/1/2022
  We received a payment on 5/12/2022 for $135 which paid the bill up to the 4/14/22 meter reading date
  The next bill was from 4/14/22 5/16/2022 for $145 we received no payment
  The next bill was the final bill from 5/16/2022 6/1/2022 $145 + $42.36 = $187
  The next bill was the inactive bill which was $187 + $5.95 in late fees (late fees came from the bill that was $145) = $192.48
  The next bill was the 2nd inactive bill which was $192.48 + $1.59 in late fees (late fees came from the final bill that was $42.36) = $194.07
  The $194.07 is the amount that went to collections on 9/8/2022

  MLGW apologizes for any confusion that occurred, but ************** was billed up to her request to disconnect and payments were applied to her account as made and the remaining balance was sent to collections per our policy regarding outstanding balances on an inactive account.  Thank you.

  Customer Answer

  Date: 11/28/2022

   
  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:10/31/2022

  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.

  Mlgw is unregulated and self investigated. They charge people whenever they please with no consistency or heads up and the residence of the city must comply or be cut off no questions asked. I was billed twice in the same month and had a cut off notice sent to me 1 day after I payed the bill with a higher balance. My lights were cut off on 10/13 I paid the required amount to get the lights back on which would have the bill less than $200. Those are the only conditions you can get cut back on. On 10/14 1 day later they sent me another cut off notice for 245$ for October 28th. So u was cut off twice in one month. And where did the additional $50 come from in one day? As you can see I have been paying 2 Mlgw bills a month and although my living arrangement has not changed my bill fluctuates by the hundreads.

  Business Response

  Date: 11/10/2022

  Thank you for allowing MLGW the opportunity to respond to ****************' complaint.  The name given in the BBB complaint does not match MLGW records for the address provided and we will be unable to provide further information regarding this complaint through this method of contact.  The customer is welcome to call our ******************** at ************ for more information or visit any of our community offices.  We thank you.

• Initial Complaint

  Date:10/28/2022

  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.

  Charged for utility score and provided no information as to why or who i could contact.

  Business Response

  Date: 11/16/2022

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to ******************** concerns.  We apologize for the delay in responding.  MLGW does not charge its customers for obtaining their utility score.  MLGW receives utility scores from Experian after performing a credit assessment.  We have no control over the score provided, it is based on the customers utility history with Experian and is usually different than a regular FICO score since different information is utilized.  **************** may contact Experian at ************** if he has questions regarding his score.  Customers may be billed a deposit if it is determined that their utility score does not meet the basis for a waiver of deposit.  Deposits are refundable after a 24 month consecutive good pay history with MLGW or upon disconnection of services a deposit will be refunded or applied to an account balance if one exists.  We apologize for any confusion and hope this explanation provided a better understanding of the process for ****************.

• Initial Complaint

  Date:10/27/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to make a formal complaint against MLGW we have had no gas in our entire building due to negligence of the utility company. They have lied to us on 4 separate occasions. And me and another employee have been waiting more then 48 hours for a call from their supervisor and no one has reached out.

  Business Response

  Date: 11/07/2022

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to ********************** concerns.  Upon receipt of the complaint, we reached out to our ************** for a better understanding of what occurred, and the following information was relayed:

   

  There were multiple calls for this premise. MLGW customer service technicians responded first on 10/13/22. MLGW's Industrial ************** responded on 10/14/22 to replace a 3 valve on the gas meter center. The gas was left off as found. A ticket was placed to be worked by our customer service technicians to turn the gas on. Upon the technician's arrival there were still unconnected gas lines and service was left off.  On 10/27/22, our Industrial ************** returned to turn the gas on. The customer had hired a contractor to make repairs, however, the necessary repairs had not been made successfully. MLGW ************** Servicemen worked all day to help the contractors pinpoint leaks so the gas service could be left on safely. These employees went above and beyond their responsibilities to get the service back on. They communicated with the maintenance personnel from **********, that leaks required air tests from Code Enforcement before gas could be turned on. After the air tests, leaks were still found and the MLGW employees could not turn on gas because there was a large leak that dropped 20 psi in two minutes.  It was extremely unsafe. The MLGW employees walked the entire building with atmosphere testers to find the leak source. Then and only then was the gas allowed to be left on.
  MLGW communicated with the on-site maintenance and contractors what the problem was and what needed to be done to remedy it.  In this case the burden of repairs and communication was on the maintenance person(s) and the contractor.  MLGW performed repairs safely and as expeditiously as possible.  We do apologize for any inconvenience incurred but MLGW must always make safety the first priority when providing services to its customers.

   

   

• Initial Complaint

  Date:10/25/2022

  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 keep getting a MLGW bill ever 2 weeks for over $400.00, I have a 1 bedroom apartment thers no way that I use $400.00 worth of Utilites

  Business Response

  Date: 11/04/2022

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to Mr. ********* concerns regarding his utility billing.  Our records indicate that Mr. ******* has already initiated the dispute resolution process in our **************************** and has not had his dispute resolution hearing.  Research is currently being done in preparation for the dispute resolution hearing but during the course of the hearing the customer will also provide ********************** with information regarding their dispute.  MLGW is asking for this dispute resolution process to be completed before an answer is given in response to the BBB complaint.  Thank you.