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:03/17/2025

  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.

  Ive been with We Energies for years. I pay my bills on time on autopay. For the past 6 months my bill is usually 110$ approximately every month. This month my bill is 782$ . I reached out to get to the bottom of this and they mentioned to me while setting up my service, the technician didnt set it up correctly and managed to not bill me for electricity this entire time. Now my next bill is the accumulation since 2023 plus my last statement.

  

  Business Response

  Date: 03/20/2025

  Due to a clerical error when ******************** was reconnected, the billing portion for her electric service was never initiated.  This resulted in Ms. ******** not being billed for electric service.  Due to the clerical error the account was back-billed for her electric consumption from 07/16/24 01/27/25. 
  
  I spoke to Ms. ******** and apologized for the error and inconvenience, explaining that we are required to bill for consumption despite the clerical error. 
  
  As a courtesy an extended payment plan has been setup on the account to help with the financial impact from the additional charges.
  
  The account was referred to the consultants supervisor for follow-up coaching.

  Customer Answer

  Date: 03/20/2025

  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 hope this letter finds you well. I am writing to address a billing issue that has come to my attention. Due to what I understand to be a clerical error on your part, I have been informed that I am being charged an amount for services that were used, but which were not billed in the previous cycles.
  While I acknowledge the services were used, the responsibility for this oversight lies with your company, not with me as the customer. As such, I do not believe I should be held liable for paying this amount, especially given that this error was entirely internal.
  I respectfully request that you take full accountability for the mistake and waive the charges for this billing cycle. I trust you will see that it is unfair to pass this responsibility onto the customer due to an issue that was out of their control.
  Thank you for your attention to this matter. I look forward to your prompt response and a fair resolution.
  Regards,
  
  ******** ********

  

  Business Response

  Date: 03/21/2025

  As previously stated, we do apologize for the clerical error that resulted in the back billing of electric service. However, per code the utility is required to bill every customer for actual services used, and the utility is unable to forgive any portion of the billing.  As a courtesy an extended payment plan has been established to spread out the additional charges out over a period of 18 months. Please accept our sincere apology for the inconvenience this situation has caused. 

• Initial Complaint

  Date:03/13/2025

  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.

  In 2023 We energy had sent a bill l had for another address to the ****************** So when the collection agency Trying to charge me more then the bill we. I was still paying my bill with We Energies. So in March 2024 I called to make payment arrangements on my bill. So l do then l receive my bill again and they had add the amount on again. I called and asked how can you send my bill to a collection agent and then take it back Because the collection agency was charging much more than what my bill was. The customer representative was rude and said yes, they can do that.

  

  Business Response

  Date: 03/18/2025

  Ms. ******* prior account balance was wrote off due to her filing for bankruptcy.  The prior account was closed and her current account was established on 03/08/2016.
  
  The current account balance has increased due to Ms. ****** failing to fulfilling numerous payment plans, as well as choosing to not pay towards her account balance during the moratorium periods each winter.
  
  At this time it is suggested that Ms. ****** work towards paying the requested down payment, with the utilities collection group, in order to avoid future collection action.  Additionally, it is recommended that Ms. ****** check with her local Energy ***************** and determine if she is eligible for benefits. 

• Initial Complaint

  Date:03/10/2025

  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.

  New, upgraded gas meter was installed with old, rusted piping and associated fittings. Both online requests and a phone conversation with a **************** representative on 1/26/2025 to replace the piping and fittings has not resulted in any action taken be WE Energies.

  

  Business Response

  Date: 03/13/2025

  The customers gas meter was recently exchanged in October 2024. As part of the exchange process, it is the companys policy to provide maintenance and/or replace items owned by the utility which includes the meter,regulator, service valve, and riser. Maintenance and replacement of items owned by the customer, which includes the piping from the first fitting past the meter to the customers home are the responsibility of the homeowner. Please refer to the attached meter diagram as an example.   

• Initial Complaint

  Date:03/07/2025

  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.

  After 10+ years of accepting payment from my ***** checking account, the WE "system" has now twice in the last 2 months refused payment from that account. I've received notice from WE that i will be charged a returned payment fee, and will no longer be allowed to pay electronically. When I called WE, the service *** told me to call the bank, even though I said I'd already confirmed account details with the bank. They confirmed that i could no longer use E-pay, and also said there was no manager working, so a manager would call me back. After waiting 3 hrs, I called again, and eventually got to a manager. This person said that WE is "no longer" able to fix payment issues, and that I need to contact the bank. I again said I'd done this, and that nothing had changed on the bank's end. I also said that I would happily pay the amount due, but would not accept penalties (since the problem is clearly in WE's system) and wanted the ability to auto-pay electronically reinstated. The manager was not willing to do this, nor were they willing to connect me with someone who has the authority to resolve the problem.I would like WE to:1. clear my account of the returned payment notes from 1/29/25 and 2/27/25 2. waive any penalties, including returned payment fee 3. restore my ability to successfully pay electronically from my checking account at *****, which, throughout this time, has always contained sufficient funds to pay these bills.4. adjust information ***ort to my credit score

  

  Business Response

  Date: 03/14/2025

  The customer enrolled in our Automatic Payment Plan (APP) in December of 2024. The two subsequent payments made after APP enrollment were returned due to an incorrect routing number entered by the customer. As a result, the bank account was unable to be located, resulting in the returned payments. As a courtesy to the customer, we have waived any fees associated with this concern, reinstated her ability to pay online through her My Account profile, and have spoken to the customer via phone to discuss the next steps with her account. We apologize for any inconvenience this may have caused. If the customer has any additional questions or concerns, she is encouraged to contact our *************************** at **************. Consultants are available 24 hours/day, 7 days/week. 

  Customer Answer

  Date: 03/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the financial resolution is satisfactory to me. 

  I remain disappointed by the defensive and unhelpful customer support team who repeatedly denied me access to a representative who could have easily resolved this issue.  I would also remind WE that my bank did send the payment from the proper account. Thus repeatedly telling me the problem was on the banks end was incorrect, and potentially misleading.

  With those clarifications, as noted above, I accept the financial resolution and am grateful my account is again in good standing. 
  
  I am also deeply grateful to BBB Wisconsin for their support in this matter. 
  
  Sincerely,

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

• Initial Complaint

  Date:03/07/2025

  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.

  Heat was broken in one part of apartment for over half of last month and somehow electricity bill was over $200. For a one bedroom apartment, less than 600sq ft. Called business and they basically told me I was wrong and that electric heat is just expensive. They would not look into the meter perhaps having an error. Even my landlord said he has never heard of one of his one bedroom units have that expensive of a bill even in the coldest months. We energies would not transfer me to someone higher up. Will be taking this to someone above we energies if this is not corrected.

  

  Business Response

  Date: 03/14/2025

  We understand that a higher-than-expected utility bill can be frustrating, especially when it is the first bill at a new residence.With that in mind, we have reviewed this customers usage and meter data and have confirmed that her usage is similar to that of previous occupants during similar weather conditions, and the meter data shows higher daily consumption when weather is colder and lower when temps are warmer, which would also indicate the meter is functioning properly.
  
  Additionally, this customer has noted that part of her heating system was broken for much of the billing period in question. When one area of an electric heating system is not functioning properly it can cause the rest of the system to run more often, and less-efficiently, than it would otherwise,and this can cause high electricity usage.
  
  Since we received this inquiry from the BBB a We Energies ************* Representative has reached out to this customer to provide additional information as well as a money-savings kit with items and tips for better energy efficiency. We would encourage her to review the kit and contact us directly at any time if she has any further questions.

• Initial Complaint

  Date:03/06/2025

  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.

  We energies has changed something in there billing that I can no longer send from from my online backing that has not changed for years. They rejected the check for Dec 24 and Jan ************************************************************************************************************************************************** is make sure the account for payments was setup correctly and that for 1 year I can not pay with check .I see others making the same complaint. I don't think it should just be fixed to allow me to go back to online payments without a fee, I also believe they should stop this practice of only allowing in-person payments or charge a fee if something like this happens. The charges I was getting for late fees was bad enough, but to also force a senior citizen to travel or pay a fee every month is shameful on there part.

  

  Business Response

  Date: 03/07/2025

  The customer submitted payments in September 2024 and January 2025 from a bank account that we were unable to locate. As a result,the payments were returned and a Late Payment Charge was assessed. Due to two or more returned payments within a 12 month period, the customers account was disabled from making future online payments.

  
  In these circumstances, it is likely the customer mistakenly entered their bank routing or account number incorrectly. We encourage the customer to review their stored payment methods to ensure the information entered is accurate. As a courtesy to the customer, all Late Payment Charges have been removed and she is now able to resume making payments online through her My Account profile. If there are any further questions, we would encourage the customer to contact us at **************. Customer Consultants are available 24 hours/day, 7 days/week. 

  Customer Answer

  Date: 03/07/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  Date:03/04/2025

  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.

  I am writing to formally lodge a complaint against WE Energies for its excessive pricing, which far exceeds the national average, and its exploitative monopoly over energy services in *********, Wisconsin. As a customer with no competitive alternatives, I find it unacceptable that WE Energies imposes unjustifiably high rates, placing an undue financial burden on residents and businesses.Issue Summary:WE Energies holds a monopoly in its service region, leaving customers no choice but to accept its rates. Compared to national averages, its pricing is disproportionately high, reflecting price gouging rather than fair cost structures. Despite lacking competition, the company consistently seeks rate increases, further straining consumers.Ethical and Regulatory Concerns:WE Energies monopoly eliminates competition, removing incentives for fair pricing.Its pricing model prioritizes corporate profits over consumer protection.The company has failed to justify its above-average rates, raising ethical concerns.Customers have no alternative providers and are subjected to non-competitive pricing.Request for Investigation and Action:I urge you to:Investigate WE Energies pricing structure for potential monopoly ************* its rates to national averages and demand transparency in rate-setting.Implement regulatory measures to curb excessive pricing and protect consumers.Explore solutions to introduce competition or alternative energy options.This issue impacts thousands of customers, many struggling with rising costs while WE Energies posts significant profits. I demand oversight and intervention to prevent further harm to our communities.

  

  Business Response

  Date: 03/05/2025

  We recognize your concerns about not having a choice in your energy service provider. Due to the networks of pipes and wires that are required for utility companies to function properly, competitors in the same area are very unlikely.We have, however, been regulated by the ************************* of Wisconsin (****) since 1907. The **** must review and approve any prices we charge our customers. The **** reviews the costs ********************** incurs to provide electric and natural gas services and then determines the prices we can charge our customers.
  
  We also appreciate your concerns regarding the recent rate increase. The **** approval supports the company's investments in reducing customer outages,building infrastructure needed to support jobs and economic growth in Wisconsin, and meeting new ******************************* rules. The company also will recover the costs of renewable and low-carbon power plants the **** has already approved. Typical customer bills are actually below the national average and in line with other utilities across the *******. That will remain true in the coming years. If you have questions or concerns regarding your bill, please feel free to reach out to us at ************** where Customer Consultants are available 24 hours/day, 7 days/week. 

• Initial Complaint

  Date:02/14/2025

  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 first contacted WE Energies by phone about this issue December 14th, again January 24th, and finally February 9th. I noticed my gas usage was extremely high, they told me everything looks normal. After looking through my bill, I noticed every single gas meter read since I've moved here was an estimated read. After calling back, they told me they were estimating by usage at this address in 2020. This is a completely different home here now. After WE finally acknowledging an issue, that I had to figure out on my own, they assured me the meter would be fixed and I would receive a credit for any overpayment. Months go by, finally the meter can be read but I have not received money back, which I know I am owed. Phone support basically told me there's nothing they will do. I asked for a supervisor to call me back after February 9th phone call, I did not receive a call back. Bill date 11/7, Average temp 56, therms used 46 ESTIMATED, furnace runtime 10 hours Bill date 12/11, Average temp 43, therms used 102 ESTIMATED, furnace runtime 57 hours Bill date 1/21, Average temp 33, therms used 126 ESTIMATED, furnace runtime 112 hours Bill date 2/5, Average temp 23, therms used 78, furnace runtime 159 hours Obviously I have been over charged all the estimated read months. My latest bill, where my gas meter has finally been read, the average temperature is down, my furnace runtime is 47 hours higher than last month, and my gas usage has gone down significantly. 6 months my gas meter was an estimated read, they were charging me by guessing. Now that I found the issue on my own, they refuse to refund me what I have over paid.

  

  Business Response

  Date: 02/28/2025

  The meter at this customer's property was repaired on 12/23/24, and the readings we have subsequently received do indicate we may have over-estimated some of the readings prior to the meter repair. With this in mind, we have issued a request to have a senior customer service representative reach out to the customer the week of March 2nd to discuss a remedy.

• Initial Complaint

  Date:02/07/2025

  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.

  I received a letter dating February 3rd that We Energies have not received energy readings from my property and to call them to resolve it. After talking to the representative I discover that they have not been receiving gas readings since June of last year, AND it will take them 2-3 billing cycles to sort out the problem. I looked at my app and it showed a reading for January, but none before that since June. I asked why that was, and she told me they "forced a reading" for January. So they CAN receive readings? I don't understand how/why they were able to "force a reading" for January but for 6 months before that they didn't bother. I asked if it's normal to **** * months to notify a resident of things like this and the representative laughed and said she's seen it take 2 years. I am on budget billing so I pay the same amount per month regardless of my usage (I never would've known about this unless I looked at my usage, which I rarely do), so I asked what this will do to my bill. After a hold she informed me that all her support can say is it might go up when my budget balance is reviewed against the readings of my meter when they can figure it out. This is absolutely ridiculous, the monopoly of energy in WI overcharging their 2 million plus customers (I was told by the representative to remember that they have that many customers) should have the infrastructure in place to prevent this from happening. I was lucky and caught it with only 6 months of potential back pay owed, most of which were summer/fall months so we wouldn't have used much gas (all our appliances except heat are electric), but I couldn't imagine the financial strain this would put on someone owing for 2 years with the economy how it is currently. I'd like to know why/how they just decided to "force a reading" for January, but not for 6 months beforehand, and what specifically this is going to end up doing to my bill instead of a vague maybe.

  

  Business Response

  Date: 02/21/2025

  While We Energies does not normally conduct billing transactions or discussions through third parties like the BBB and would encourage this customer to contact us directly, we believe it is important to clarify a few misunderstandings from this submission.
  
  We have received, and continue to receive, reading transmissions from this customers gas meter. The problem is that the readings we have received have indicated no energy has been used since late spring of 2024. As the customer notes, his only gas appliance is a furnace, so the zero readings we received in the warmer months were normal. As the weather progressed into winter, however, and we continued to receive zero readings contrary to past usage patterns, an internal flag was generated and the letter referenced by the customer was sent. When the customer responded to the letter and confirmed energy is still being used, we were able to confirm the meter is no longer registering usage. It is still transmitting readings, but the readings are not progressing. The process to fix the meter has been initiated but can take from 30 to 90 days to complete, depending on the specific equipment involved.
  
  The customer notes that we, should have the infrastructure in place to prevent this from happening, but the infrastructure, or process, to detect malfunctioning equipment is the one outlined above, and it unfolded as intended in this instance. With over 1 million gas customers in our service territory it is not cost-effective to dispatch personnel every time a customers monthly readings deviate from normal. Gas accounts in our service territory can have inconsistent usage patterns for many reasons, including the phenomenon of snowbirds, changes in usage habits or property ownership, and many others. It is due to this uncertainty, and the need to keep costs down, that we enlist our customersassistance to identify when equipment is not functioning properly. With that in mind, we appreciate this customers prompt response to our communication.
  
  The second misunderstanding arose due to our ************* Consultants (CCC) verbiage that we had, forced a reading, for the billed amount on the customers ******* billing statement. The *** could have been clearer with their word choice. What was meant was that the reading used to bill the account in ******* was not the reading of zero transmitted to us by the meter,but rather an estimated amount generated internally by an analyst in our billing department based on previous usage and weather data. The purpose of this is to have an approximation of usage billed while the matter is being investigated to avoid an unmanageable backbill amount if any backbilling is required. We Energies will, of course, establish an extended deferred payment plan with no penalty or late charges for any backbilled amount.
  
  We apologize for the misunderstanding and lack of clarity provided in the initial contact for this concern. As noted above, we would encourage this customer to contact us directly to discuss any additional questions or concerns.

• Initial Complaint

  Date:01/27/2025

  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.

  We Energies stated that they could not get billing monies out of my banking account and when I checked with **********, they said the money was there. WE Energies wants me to pay a debit card fee for the next 12 months for a mistake that was clearly not my fault. 1) I would like a refund/adjustment to my bill for the two returned checks that could have been paid,2) the ability to pay online again with the same checking account and 3) a statement to all three credit companies to restore my good credit score without this mistake on it. I have always paid my bill and respect that a company of this size will continue to respect and support their valued customers. Thank you Ms. ** *****

  

  Business Response

  Date: 02/04/2025

  In review of this customers account, it has been determined the routing number entered by the customer was entered incorrectly. As a result, the routing number for the customers bank account was unable to be located resulting in a returned payment fee of $24.00 for each occurrence.Unfortunately, these fees are part of our tariffs and cannot be waived. Since this was a one-time data entry error, we have removed the Cash Only indicator from this customers account, which will allow her to resume making online payments. We encourage the customer to update her routing number and ensure all banking information is entered correctly prior to submitting her next payment.We also no longer report to the credit bureaus and there will not be any impact to this customers credit score. If there are further questions or concerns,please dont hesitate to contact us at **************. Customer Consultants are available 24 hours/day, 7 days/week.