Customer ReviewsforService Choice by Minnesota Energy Resources

I am sad to say I have never dealt with worse customer service. Everyone I talked to was nice, but the incompetence makes a person want to cry and give up on adulthood altogether. On 2/2023 we moved and asked to switch our service to a new address. They turned on our new service appropriately but failed to turn off our old service and billed us. It took several phone calls over many days just to reach someone who could look into it. They'd said they would look into it several times and didn't--each phone call we made to check on status seemed to initiate a completely new inquiry. Nobody seemed to be able to read previous notes at all and we kept being told they have no record of us calling previously. When they did finally look into it, they said we didn't make it clear (when we said we were MOVING) that the old address service should be shut off in our original phone call. Now this month (3/2024), they called us out of the blue saying they have notes saying we called 2/2024 wanting to turn off service to our current address. We did not make such a call. When calling back, we were on hold 5 times over the course of a 24 minute phone call just for us to clarify that no, please do not end our service, since we did not request this ever. They were apparently reading notes from 2023 and somehow thought it was for 2024. I've seen other reviews stating similar frustrations with customer service having no record of previous interactions. Not sure why there would be a mix-up with dates.

On 6/29/23 we contacted the consumer and advised we had reviewed the initial call where they called to start service at their new address as well as discussing the turn off of their current property. The consumer declined scheduling the turn off order at their current property at that time, stating they would call back in April to turn off. The consumer never called back to request service be turned off. The customer understood why the ********************** was still active. The phone call of late to the consumer was a result of an open action alert on the contract which had already been resolved. Minnesota Energy Resources apologizes for the consumer inconvenience and confusion the additional contact created.

I have had home service for years, built a building at a different location, I contacted Minnesota Energy went through the process of a new application. The rep never set an appointment with us did everything over the phone lots of calls not returned, same story as the other complaints I have read, someone will call within 24-48 hours. No one in today's computer age at the company can tell me what is going on with getting my gasoline in. Long story short, finally comes the day that the gas line is to be put in no one has showed. I call the reps phone it goes to voicemail I am getting the 24-48 hours response again from the 800 number. I can't update the boiler installer as I have no information to provide, it's November 6th in Minnesota we do need heat.

Minnesota Energy Resources takes all customer concerns seriously, and issue has been escalated. The customer has been contacted and new ********************** has been scheduled for installation.  

Yes after leaving the review I did hear from a supervisor and the gasoline was put in the very next day. I really shouldn't have to go to these lengths to get a supervisor to call

I called to make a payment for my bill and I'll be charged $2.95 to use my credit card or a debit card. Unless I send a check in my mail, there is no way to get around that charge. Completely ridiculous in the modern world we live in.

Hi ****, I apologize for the $2.95 fee that was charged to you for using your credit/debit card. One of our agents will contact you sometime today. Thank you.

Like many on this site I am also a victim of theft by MN Energy. They removed one of my accounts from my online profile so it was not paid. They then cut off service without notice. they claim I was mailed notice and called. No I was not called or mailed. My other 6 accounts were paid on time, just the one they removed from me profile was not, why would I pay 6 others on time and not this one. So now I must sit for hours on hold for agents who just lead me in circles, solve nothing and want a re-connection fee and some $9 phone fee as my account still doesn't appear in my online profile. Seems shady why can't I see my account anymore, why am I paying a $40 fee due to their incompetence? Bad customer service, I asked if there was anyone to talk too about their literal theft from a customer and they said no. Makes sense why answer for their theft when they can just hold customers hostage while they rob them. That's two crimes against a customer, I also think harassment could fit in there too. Yet there is no recourse for those of us they steal from? They don't have to answer for there many crimes? How is this legal? There should be a civil suit filed by their customer base. No business should be able to get away with this abuse. I'm posting this to other review sites.

I mailed in my payment prior to the due date. However, my husband called to tell me that they had not received it yet and shut off the gas. This is absolutely absurd. I sent in the payment, for all I know it could be sitting in their mailbox. I refuse to pay a reconnect fee as this is robbery. No other utility acts like this. This monopoly should be criminal that they can do this.

The worst customer service I have received in my lifetime. Our business has been a customer to MN Energy for many years. We pay on time every month. In April, we received a letter stating they had made a mistake on a meter reading that resulted in a $6000 bill. I called right away to setup a payment plan. The plan was $505 per month for 6 months and then we would review it again. The 6th months was April-September. I agreed to that amount and told representative Laquosha that I would pay $1000 to get it down quicker. I did every month. On August 4th, I received a shut off notice. I called right away and spoke to Robin. I told him I had a payment plan to which he told me that there is no record of that. I didn't want to argue with him so I just setup a new plan. On August 15th, they sent a person to shut off the building. This time, both employees in my office called MN Energy together. We had just sent in our bill of $1000 the day before, like we had every month. We spoke with Ashley. She said she saw the payment plan notes but nothing was setup. After getting nowhere with her, we asked for a supervisor. We sat on hold for an hour and a half. Then we recalled MN Energy and got Toni. Re-explained everything, she put us on hold for a supervisor. After 45 minutes, we got Macy who claimed to be a supervisor. We made a plan with Macy, she gave us the amounts to pay, when to pay them and a confirmation number for reference in case anyone came by to try and shut us off. An hour later, they tried to shut us off again. Gave technician the confirmation number, never called again...until today. They came AGAIN to shut us off. After another hour on the phone, they told us that Macy didn't have the authority to make an agreement. I ended up paying $2000 to keep the gas on. This company treated a good paying customer like crap, over a mistake THEY made to our billing. Since they have the monopoly on us, they can treat us poorly, lie and have 0 accountability. Unbeleiveable.

Hi ****, thank you for sharing and apologize for the frustrations this may have caused. We take all customer concerns seriously. If further resolution is needed, please contact our call center and request to speak with an account manager. 

I have contacted Minnesota Energy 4 times to make a payment on my mothers account and to get the account set up on the budget billing and automatic withdrawal. I have emailed them copies of my Power of Attorney forms. Each time I call there they read the previous notes and then tell me to hold. Last week they told me they would have someone review the account and call me back. After a week I called them back, I am currently on hold again. She asked me if I have another 5 minutes to hold. The agents are very polite, but the hoops they have to go thru to help me is ridiculous. I still do not have this resolved. My next call is to the Minnesota Attorney Generals office for help!

Customer needed to provide entire documents in order to be verified in our system per legal requirements. The issue has been resolved.