Complaints

This profile includes complaints for We Energies's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  We Energies

  231 W Michigan St Milwaukee, WI 53203-2918

  
• 

  We Energies

  700 W Sunset Rd Port Washington, WI 53074-2150

  
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  We Energies

  W140N9100 Lilly Rd Menomonee Falls, WI 53051-2347

  
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  We Energies

  4801 E Elm Rd Oak Creek, WI 53154

  
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  We Energies

  1830 S West Ave Waukesha, WI 53189-7468

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/26/2022

  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.

  August 25, 2022 - I received a WE energy bill that was forwarded to my current residence (occupied since 2021) stating I owed roughly ************************************ since July 2021. I contacted customer service which transferred me to billing. I informed the rep I havent had any services with WE energies since 2019 and I no longer live at that residence as of July 2021. The rep. stated per WE energy policy that if WE energy is unable to locate a call confirming I terminated services then Im held responsible for the charges. WE Energy only retain calls for two years. WE Energy was unable to find any record of my call in 2019 therefore, WE Energy refuses to accountability of their negligence. Even with proof of me not living at that residence since July 2021 and it being occupied by someone else.

  

  Business Response

  Date: 09/13/2022

  As a publicly regulated utility We Energies is required to bill all energy usage that registers on our meters. If a customer of record does not close his or her account we will continue to bill service used in accordance with the account agreement. This customer claims she contacted us to close the energy account in question, but we have no record of any such contact. The ************************* of Wisconsin (PSCW) has opened a file regarding this matter and We Energies will defer to their ruling regarding service responsibility for the address in question.

• Initial Complaint

  Date:08/21/2022

  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.

  I am a disabled man on a fixed income. I, unfortunately, have no choice but to use WE energies because they are the only electric and gas provider for my area. I have been on budget billing for some time now. Since the start of covid, the rescission, and the rise in the cost of living, WE energies has been consistently raising my budget billing amount every six months. They claim the rise in billing is due to excessive use during the winter months, which I dispute. While I agree that usage is higher in the winter months, I was told that budget billing would reflect usage overall. My usage during the spring and summer months is significantly lower than what I am being charged for budget billing. For example, my average gas usage during the spring and summer months ranges between $24 and $30 per month, yet WE energies charges me $113 per month for budget billing. I would also like to note that I started receiving energy assistance in May of 2022, which is exactly when WE energies raised my gas budget billing from $67 per month to $113 per month. I believe WE energies raised my budget billing when I started receiving energy assistance so that they could take that money from me faster, not because my usage was exsessive. I have attempted to reach out to WE energies several times regarding this situation, letting them know each time that I am on a fixed income and that I am unable to afford the continued increase in both my electric and gas budget billing. WE energies has made it blatantly clear that they do not care about my situatiomn, and that they are simply looking for more ways to unfairly charge me more money than what they know that I can afford. **************** representatives are rude, disprespectful, and hostile, and attempts to reach management regarding this situation have been completely ignored. I am requesting assistance from the BBB to help me rectify this situation.

  

  Business Response

  Date: 09/06/2022

  
  The Budget Billing program at We Energies is designed to even out the cost of energy over the course of a 12-month period to help customers manage fluctuations in energy usage from season to season. It is particularly helpful in a climate like Wisconsins where we can experience very high winter bills and much lower bills in the spring, summer, and fall.
  
  The plan works by finding a Budget amount, or average bill, at the address in question, and then billing the customer that amount each month regardless of the actual usage. The idea is that if a customer uses $50 one month, and $150 the next, his budget amount would be $100/month for that period because he used $200 in total.  With that in mind it is important to remember that the Budget plan is not a savings plan. Customers on Budget Billing pay exactly the same amount over a 12-month period as customers not on Budget. The amounts are just spread out differently. At the end of each Budget year a settlement bill is issued,and any amount used above or below the Budget amount comes forward. Sometimes this is a credit, and sometimes a debit, but the goal is to have the 12th-month settlement amount be as close to zero as possible.
  
  Sometimes, because of weather differences or changes in household energy consumption, the Budget amount calculated at the beginning of a year may not accurately reflect the actual usage in the coming year. To account for this, we review all Budget settlement balances after six months.This allows us to adjust the budget amount for the last six months of the budget year to account for higher or lower than expected usage.
  
  For this customer, the fact that an ********************** Assistance payment posted around the same time as a sixth-month review change is merely coincidence. The Budget plan is not affected or modified based on the type or amount of payment posted to the account. Also, we would like to note that since going on the Budget plan in early 2021 this customers Budget amount has gone up and down, although the most recent significant increase was due mainly to the colder-than-average 2022 winter combined with very high gas prices during that same period. Alongside that unfortunate fact we would like to stress what was noted above: the Budget plan is not a savings plan, and all energy used must be paid for, even if market prices are higher than the set Budget payment amount. With that in mind we would ask this customer to review his ********************** bills from this past winter to understand the reasons for the recent increase, and we encourage him to contact us at his earliest convenience to go over any questions or concerns.

  Customer Answer

  Date: 09/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not accept this response from WE energies. I find this response to be deceptive, deceitful, and blatantly dishonest. My complaint remains in affect. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:08/08/2022

  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 have been trying to get WE Energies to relocate a power pole that is in my driveway. I have started my own business and with it growing, the size of my equipment has grown in size as well. They have stated that the pole is very old but said that if I want it relocated I would need to pay the almost $3000. This seems wrong to me as it is in my driveway that I pay taxes and my bills. Why are they allowed to have an obstruction in my driveway that is causing issues?

  

  Business Response

  Date: 08/22/2022

  We Energies always follows right-of-way requirements and any applicable local ordinances when locating our equipment. In this instance, we have a long-standing easement for the pole in question, and any costs associated with relocating the equipment would need to be paid by the person or entity requesting the relocation.

• Initial Complaint

  Date:08/04/2022

  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.

  On Aug 3, 2022 at approx. 5pm my service was interrupted. My monthly payment of $193 had been met w/ $200 payment. A min. deposit $430, had already been processed to pay charges placed on my Account after,one of my payments bounced, while I was on the budget plan. I informed customer service, of what happened but they let me know that nothing can be done even though the payments were processed, since the interruption service had been initiated on their end. I need to pay $560 to get power. Recommended that I should have done the payments over the phone instead of Online. I informed them that I had tried. Unable to pay $580, since I paid other bills and didnt get paid again until the 15th. They could see some of my previous attempts, to get on track in the wks/months prior, as well. Previously, on the payment plan, I would receive a NSF fee charge without reflecting a prior payment attempt and having the available funds. They said maybe I put in an account number wrong.I requested a supervisor and responded that supervisor would only say the same thing thing and could probably do a one-time Courtesy. I was transferred and placed on hold for 16 minutes, to be told that I was sent to the wrong department and transferred back. The 2nd customer service rep. said they could only restore my service after paying $1,188.00. When I requested to speak to a supervisor, I was placed on a long hold then disconnected. I called again, they said I had to pay $1088 and then call back once paid. I informed them, I am unable and have children. They spoke with the supervisor and quoted a $580 as a one-time Courtesy, per supvr approval. Informed them that each call I am quoted different min. Requirements. I was placed on hold and quoted a Min. payment of 300. Additionally, July usage was excessive. I was caring for my mother and staying with her for 2 of those weeks.

  

  Business Response

  Date: 08/16/2022

  
  We apologize for any confusion as to the best payment option to use in order for service to be restored.  **************** made the required payment and service is active.  In an effort to establish an extended agreement we attempted to contact her however, there was return call received.  As a courtesy an agreement was established to ensure she would not receive a disconnection notice with the next billing.  Should **************** have any questions she is encouraged to contact **************** at ************.

• Initial Complaint

  Date:08/03/2022

  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 had a check for we energies in the amount of ***** when rounded. The check was mailed roughly around June 6th 2022. I called multiple times in regards to the check mistakenly being sent to them but I was not addressed to we energies. It was addressed to *********** Apartments because it was my rent payment. My landlord sent back the check mistakenly mailed to them for 38 dollars when rounded. I had to ask my granddaughter for assistance because this is starting to feel like elder abuse. I've called for weeks and the same response is given they will submit a ticket and someone will call us back. We'll, no one called us back not once. This is becoming ridiculous. I sent a check for 475 mistakenly to we energies but they submitted a check that was not addressed to them. They have not tried to help resolve this issue what so ever. I keep getting letters in the mail thanking me this is an insult. I need my rent money back. Pull the calls.

  

  Business Response

  Date: 08/15/2022

  We apologize for the misunderstanding this customer experienced when contacting our ********************* Upon receipt of this file from the BBB we reached out to this customer and the payment sent to us in error was returned to her immediately.

• Initial Complaint

  Date:07/25/2022

  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.

  On 7/21/2022 I submitted a $1041.04 online payment with my checking to WE Energies to restore my power that they had shut off. When I called to ensure that my power would be restored, a WE energies employee told me that online payments with a checking account take several days to process and because of that they could not restore my power that day. The employee told me to make the same payment in two installments with a debit card via their automated payment system, and told me that she would cancel the payment I submitted online. However, the next day I was charged for both payments and both were reflected on my account. When I called WE energies to ask why the original payment wasn't cancelled, I was told that WE energies employees are unable to cancel customer payments (contradicting what was stated the day before), and that I should contact my bank to get the duplicate payment taken off my balance. When I called my bank, they stated that nothing was done by WE energies to cancel (or decline/refund) the original payment as was stated. I called my bank again on 7/25/2022, and was told that WE energies has processed the original online payment that was stated to be cancelled. I called WE Energies to find out why I'm being double-charged, and still could not receive a refund or any answers about when I could expect my money back for the double-charge. I was rudely "forwarded to the refunds department" by the agent I talked to and told my wait would be over an hour. WE Energies lied to get me to pay $1041.04 more than I intended, and refuse to do anything to remedy the situation. As a result, I'm unable to buy food or basic necessities as due to their negligence my checking account it overdrawn and has been for the four days since this incident.

  

  Business Response

  Date: 08/04/2022

  
  ******************** submitted a payment online to have service restored. However, due to the timing for the payment to post, he was advised to cancel the online payment and make a payment through **** Matrix. For privacy and security measures consultants are not able to access the customers account to cancel a previously submitted payment.

  
  A payment was made through **** Matrix, however, the prior payment was not cancelled, as ******************** thought the consultant would be handling the cancellation.  With two payments submitted it resulted in the online payment being returned NSF, as there is no over-payment to be refunded.  We apologize for any confusion surrounding the payments.

  
  Service has been restored and we encourage ******************** to establish an extended agreement for the remaining account balance to avoid future collection action by calling ************.

  
  

• Initial Complaint

  Date:07/21/2022

  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 recently spoke to *** (head of customer service in my area) in regards to my neighbors overhead service line running over my yard. At the time we were on the phone 7/18/22 he did say he sees on their grid this line running to a pole opposite of where it is going. I expressed my concerns of this hindering any future expansion or projects to my home and he agreed to come out the following morning and take a look. He spoke with my wife on site on 7/19/22 and said he will do some investigating into any permission given and to see why it's going the way it is. He also stated this is why bills fluctuate as they do because of things like this to be fixed. So it sounded good to us. He called me back on 7/20/22 and everything sounded completely different. Now the line was not showing where it's supposed to be going and there's nothing they can do. He stated that it's like this in a lot of places. I drive for a living in residential areas and I have yet to see a service line running through someone else's property other than the house it powers. As far as I'm concerned this is WE ENERGIES service line and they are trespassing over my property and they should put it over the yard of the house it services. I'm to the understanding that my neighbor knows a lot of people and when this verdict came in I'm in belief that he is being sided with because he doesn't want it over his yard. If it was in an easement along a side yard or back lot line okay I get it but not diagonal across my yard. I would like some resolution to this.

  

  Business Response

  Date: 08/01/2022

  The customers main concern is that his neighbors service line, which runs overhead across his backyard, will prohibit him from being able to install a swimming pool and/or expand the garage in the future. The customer has been contacted by a ***** Services Supervisor who discussed all possible options to ensure proper line clearance and safety. Due to the overhead line in question having been in place since the ****s, the customer was advised there would be a cost incurred to whomever accepts responsibility to move the service line. The customer is encouraged to discuss the concern with his neighbor and determine a course of action. We are willing to work with either party towards a resolution to the matter.