Complaints

• Initial Complaint

  10/14/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I submitted a complaint yesterday on being billed for service that I had disconnected. I provided a letter from the *** apartments that show they require tenants to show proof of electric service, as I had done, and I had disconnected and started at my new residence. When I looked at my old account at ********************************************** actually billed me for over $1100.00 of service in which I was not there and paid $797.16 because I thought it was my new bill, not just the ****** as I had previously thought, which is the unpaid balance. I thought I was paying my new bill at my new residence, so I am requesting they pay back the $1,129.16 or credit my new account in which they made the mistake of not recording my request for a disconnection.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were out of town beginning on June 1st and returned to our home on Wednesday, June 5th at 5:00PM to find that all of our carbon monoxide detectors were beeping. We contacted an electrician immediately and my wife called Madison ************************** at approximately 6:00PM. She was given approximately 5-6 scripted questions from the customer service representative and answered truthfully. She was then told that there would be a $90 charge to have a service representative come to our house for an inspection. The basis for the charge was that it wasn't an emergency. One of the questions that was asked was "Do you smell gas"? Carbon monoxide is odorless and deadly! Common sense would indicate that this IS AN EMERGENCY! We had to agree to accept the $90 charge or they wouldn't dispatch a serviceman. The serviceman did arrive within the hour and confirm that there was no leak. We didn't have to pay the serviceman at the time of the inspection but expect the charge on our next bill. In conclusion, we feel that this coercive practice of is not in good faith and request that the $90 charge be waived. This is our first complaint against Madison ************************** and have been customers for nearly 17 years.

  Business response

  06/13/2024

  Good morning,
  First, let me acknowledge Mr. ******** concerns regarding the carbon monoxide leak he experienced in his home and second, MGE takes carbon monoxide calls very seriously.
  Carbon monoxide **** is a clear, odorless gas produced by burning fuels like natural gas, propane, oil, wood, kerosene, or charcoal.
  Common ** causes include:
  Fuel-burning appliances that are not vented properly or that are used incorrectly including gas ranges/ovens, water heaters, furnaces, clothes dryers, etc.
  Gasoline-powered snow blowers, emergency generators, lawn mowers, etc.
  Idling cars.
  Charcoal or gas grills.
  MGE asks customers to be safe.  If you think you have symptoms caused by ** poisoning:
  Get fresh air immediately. Open doors and windows.
  Call 911 if you have ** poisoning symptoms and seek medical attention. Typically, this means an emergency room visit.
  Leave the house.
  If no one has ** poisoning symptoms, call MGE at **************. There will probably be a fee to have a technician come to your home.
  
  When MGE is contacted by a customer regarding a sounding ** detector, or concern for a possible ** leak, we will ask the customer a series of questions regarding any odor they smell, or if they have noticed anything other than the detector(s) sounding. We will ask if anyone is nauseous, have a headache, fatigue or have been taken by ambulance to the hospital.  Based on these answers, we will be able to better determine what is happening in the home. We will always advise a customer that they will be billed a minimum change of $90.00 for MGE to respond to check for ** in their home.  MGE will charge the customer the fee as the equipment that is potentially causing the leak is customer owned equipment like a stove, heating unit, water heater etc.  Mge provides gas to the meter outside of the home, the piping after the meter and the equipment inside the home is customer owned.  Customers will have the option to accept or deny the fee to preform a ** check within a home. 
  In Mr. ******** situation, he accepted the fee while on the call with the after-hours dispatcher. MGE did respond to Mr. ******** home and completed a ** check.  MGE will not wave the fee once the work has been completed.
  The result of the ** inspection was:
  Floor units were giving off end of life chirp. Did not get to hear ceiling units. All had been disconnected. Recommended getting replaced asap.
  Onsite at 753pm.
  No emergency crew on site. No appliances gave ** read. No ** problem found. Zero percent gas in free air and zero percent ** in free air.
  
  Thank you.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MG&E had failed to inform me of shutting my power off. They took $800 as a down payment they forced me to pay under duress, threat, and coersion. They then shut my power off again two weeks later and took another $800 down payment from my checking under duress. I did not agree to any form of payment being removed from my accounts. They still have both $800 payments yet claim they only have one. My ************ informs me otherwise and so does my bank statments. MG&E sent me an email confirmation of an attempt to return the $800 yet it was never returned to the original account at the ************. When contacting them via phone they refused to acknowledge the mistakes on their end. I also did not recieve another letter regaring another power shut off.

  Business response

  05/13/2024

  ****************** was mailed a disconnect notice dated 4/11/2024 for $1006.94 due to non-payment of his utility account with MGE.  The disconnect notice allows 10 days to make payment to avoid disconnection. On 4/22/2024, ********************** service was disconnected for non-payment.
  
  ****************** made payment of $800.00 on 4/22 to have his electric service reconnected on 4/23/2024.
  
  On 4/30/2024, MGE was informed the payment of $800.00 was returned from ********************** financial institution stating the payment was not authorized (Other Fraud Card Absent Environment) by ******************.
  
  If a payment is made to avoid disconnection of electric service, but is then returned unpaid, MGE will re-disconnect the electric service.  Once funds are received for the returned payment, we will again reconnect electric service.
  
  On 5/1/2024, payment was received to replace the returned payment of $800.00 and MGE reconnected the electric service on 5/2/2024.
  
  ****************** claims that there were two payments paid to MGE.  There were two payments received, but one of the payments was returned due to the above stated reason.  MGE received only one $800.00 payment that cleared ********************** financial institution for payment to his MGE account.
  
  Thank you.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled disconnection of gas service, which was confirmed by customer service. On the day the appointment was for, nobody showed up. I called today, was put on hold, was then told I would get a call back. At **** hrs, I called again to verify disconnection was going to happen as I have excavation scheduled for tomorrow. The very nice lady said she emailed everyone who could help. I received a call from ***, who admitted a scheduling mistake, and then said it would be weeks before the gas to the property could be disconnected. This puts the MG&E customer into their house weeks later, stops all work, heavy equipment re-scheduled, and 12 workers displaced. Mistakes happen, just send out a service truck and shut off the gas instead of telephone tag, delays, and excuses.

  Business response

  06/19/2023

  On Friday 6/9, **************** contacted ***************************, a service technician with MGE who focuses primarily on electric.
  According to ********************** called him directly to discuss the need for electric removal and temporary service installation at the site. The need for Gas removal was not mentioned or discussed at that time. It is not uncommon for a house remodel to need electric service modifications while leaving gas as-is. Hunter processed the electric orders for that work.
  
  On Wednesday 6/12, our electric crews were scheduled to remove the existing electric service and energize the temporary electric service.
  
  On Wednesday 6/12 (AM), our Energy ************************* (EOA) team received a call from ********************* indicating that they need the gas removed and that they will be starting excavation the following day. At this point, this was the first time the contractor had mentioned the need for gas work at the property.  MGE's gas service engineering group then began coordination of the gas demo.
  

  Our EOA staff received another call from **************** around 1PM on 6/12  indicating that the excavation equipment was arriving today and EOA requested someone from Service Engineering talk with him. ******************* had a conversation with the builder to make sure they understand that the gas demolition order is in process and that they will have to delay their demolition until the gas service is disconnected.
  
  Currently, the gas cutoff job is compiled, permitted,approved and is in our operations department. Operations currently has it on their scheduled for 6/22.
  

  
  My Observations:
  
  I believe much of the builders frustration at MGE stems from lack of planning on their part. In my opinion, waiting to contact the utility company until three business day prior to demolition is poor planning. Even if *** had understood the full extent of his initial request on 6/9, we would have advised him to move his demo date. Due to the order processing, associated permitting, one calls, digging schedule, etc. MGE cannot generally process a gas demolition order any faster than 10 business days, at best. If the construction schedule remains as-is, we will have this particular project done in 9 business days from the original request and 6 business days from when the builder informed us they needed the gas moved as well.
  

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On these dates, February 23rd,24th and 27th 2023 MGE started doing work on my property at ******************, Madison, WI. and when they were finished I found deep ruts and/or tire tracks in the lawn as well as overturned sod. There are several of these in the back yard, side and front yard. It is also noted that there is gravel left on top of lawn in the front yard as well. The lawn is noticeably damaged and is a safety hazard, mowing hazard and will make it difficult to mow and is very unsightly. It would potentially lower property value as well if left unrepaired. MGE did not contact me or say anything about these damages to lawn when they were finished with their work. As spring is here and the lawn will soon begin to grow these damages need to be addressed sooner than later. I am asking that the lawn be restored to its original appearance before work on the property started and also asking for bill credit for the major inconvenience it has caused in filing this report and waiting for repairs. *I am also asking any company that comes on the property give advance notice before any work and repairs are started*.Sincerely,***********************

  Business response

  03/29/2023

  On January 26, 2023, an electric pole needed to be replaced at 54 *************, Madison, **, 53714.  The repairs were made by ****** Corporation working for MGE.

  Since the work was completed during the winter months, MGE will always return at a later date in the Spring to restore the area to ensure the proper clean-up and growth of .  MGE did not receive a call or any contact from **************** regarding the need to repair his lawn until the Complaint was received.

  I contacted **************** on March 23, 2023 to advise that MGE would definitely return to his home to make the appropriate restoration repairs.  

  MGE returned to ******************** property on 3/24/2023 to put down some black dirt, see and matting.  

  MGE made contact with ***************** on 3/24/2023 and she was satisfied with the work preformed.

  Thank you.

   

*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. ↩