Business Profile

Electric Companies

Baltimore Gas And Electric Company

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Complaints

This profile includes complaints for Baltimore Gas And Electric Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

282 total complaints in the last 3 years.
109 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/21/2024
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.
BGE is sending bills for estimated billing only they can not read meter, I have met with the meter reader many times and they replaced meter twice and we still receive estimated billing of a very high kilowatt usage yet its a barn with 9 light bulbs, calling them they are rude and continuously ask to make another appointment (I am not going to meet them ever again) basically they are incompetent period.
Business Response
Date: 06/21/2024
According to BGE records, there is currently a pending case for this customer with the ********************************** (***). The *** is the regulatory agent of BGE. BGE will prepare a written response and will send it to the *** by July 1, 2024. The *** representative will review BGE's response and investigate the customers concerns, using the Code of Maryland Regulations (COMAR) as a guideline. After the investigation is complete, the *** representative will send a closing letter to the customer along with ********************'s written response.
Initial Complaint
Date:06/20/2024
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.
well my lights cuts off for no apparent reason and i cant get any answer on why or when it will be cut back on . i want a credit to my account for the inconvenience this has caused . Imagine living in a city where you nights constantly cut of start from hours too days . My food is spoiling there is kids in this house i do not think these people care about the citizens especially when my lights are being cut off every 3 month due to no issue
Business Response
Date: 06/20/2024
BGE is in receipt of this inquiry; however, we are unable to locate the customer's account with the limited information provided. Please have the customer provide their address or account number to assist them further.
Initial Complaint
Date:06/20/2024
Type:Service or Repair 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 am writing to express my deep concern and frustration regarding the delay in transferring my service to my new address. As a customer of ******************** for over three years, the recent experience I have encountered is unprecedented and has put me in a precarious situation.On the morning of June 14, 2024, the scheduled start date for my service at my new residence, I was informed that additional information was required to process my service transfer. The initial request was submitted on June ******. This was the first time I had been made aware of this requirement, and it was only after I proactively reached out to BGE. Despite promptly submitting all requested documents, I was informed that it would take five full business days to hear back from an investigator.The delay in transferring my service has had a significant impact on my housing situation. My property manager has been accommodating, but their flexibility is limited, and I risk losing my place and facing homelessness after the 20th. I have reached out to BGE multiple times seeking a faster resolution, but the service remains active at my old address, causing immense stress and hindering my ability to move.I urge you to expedite the processing of my service transfer to prevent any further disruption to my living situation. I was not informed in advance of the additional documentation required, and the lack of proactive communication from BGE has exacerbated this issue.I kindly request your immediate attention to this matter and any assistance in expediting the resolution. Your prompt action in rectifying this situation is crucial to preventing further hardship.Thank you for your attention to this urgent matter.
Business Response
Date: 06/20/2024
Thank you for this information. BGE records reflect the application for service was processed in the customer's name on June 19, 2024. We appreciate the customer's feedback and apologize for any inconvenience experienced.
Customer Answer
Date: 06/20/2024

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,

Shaikia ********
Initial Complaint
Date:06/14/2024
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 paid 420 on 5/2/24 on 5/10/24 they issued a turnoff notice??? I never even knew I had a turn off and why would it may wasn't due until the end of May on the 24th. This makes no sense now I have to pay over 1200 dollars for May and June that's incorrect. I shouldn't have received a turnoff and I can't get assistance that I was already given in the fiscal year and that hasn't ended. I should have never gotten a turn off my bill was about 440 I paid 420 it's all I had
Business Response
Date: 06/14/2024
Customer will be contacted by end of business June 21, 2024.
Customer Answer
Date: 06/14/2024
The turn off is for the 24th, their response is a within a 7 days response giving 21st. This is a urgent matter and needs attention. This turn needs to be stopped. I paid the bill 5.2.24 and turn off issued 5.10.24 makes no sense.
Customer Answer
Date: 06/24/2024
BGE Told me I was $4.24 short on my payment and that because I paid 420 and not ****** that I went into default with my payment plan and they brought the full balance to play. THIS IS SAD THE PAYMENT WAS 4.24 SHORT???? IF I SAW 424 I WOULD HAVE PAID THAT. Don't understand how I missed it. I took the initiative to pay my bill not default and I evidently still defaulted and here we are still a turn off so much for help . Thank you
Business Response
Date: 06/25/2024
BGE is in receipt of this Rebuttal. The investigator has contacted the customer twice leaving a voicemail advising the customer to call them back. Please call ************** to speak with the investigator for your concerns to be addressed.
Initial Complaint
Date:06/11/2024
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.
You just can't talk to anybody at this company. I have a bill problem that can't be handled online. They give you a call back time. call you back. then tell you, "We have to transfer you to the billing department." Then you are back on the "we will call you back" and then they do, they put you on hold again, then the call drops. Then you are back to the whole process again. All phone numbers send you to their same call menu system.
Business Response
Date: 06/11/2024
A BGE representative will contact the customer by end of business June 18, 2024.
Initial Complaint
Date:05/31/2024
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 sent BGE an Identity Theft Report along with other documentation and let them know I am a victim of identity theft. They are charging me for service that I didnt use. My identity was stolen and used a few years ago. They are saying that I owe a balance that I do not owe. They are saying they will disconnect my current service very soon due to a high balance that I didnt accumulate. My elderly grandmother needs electricity to use her breathing machine.
Business Response
Date: 05/31/2024
Good morning, BGE will contact the customer within seven days in regard to their concerns. Thank you.
Initial Complaint
Date:05/30/2024
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 April 17th, 2024, my mortgage broker informed me that my credit score had dropped due to a collection notice for a BGE bill. This bill was incorrectly linked to my account despite selling the home a few years ago. In 2023, the BGE bill somehow reverted to my name, and collection notices were sent to an address I no longer reside at.I contacted BGE multiple times for resolution. During my first call, BGE acknowledged the error and promised to send a zero balance letter, which I never received. They stated it could only be mailed, not emailed. Despite assurances, the collection company was not notified. I was misinformed multiple times by BGE representatives. One representative claimed BGE doesnt send zero balance letters. Another said the letter was sent. After insisting on speaking to a manager, I was told they could email the letter and notify the collection agency. I emphasized the need to correct the mistake with the collection agency to permanently remove it from my credit report. I reached out to the collection agency numerous times, offering to provide the zero balance letter. They refused to contact BGE, and BGE would not contact them either.Due to BGEs error and subsequent lack of resolution, my credit score was adversely affected. This has resulted in thousands of dollars in additional interest on my mortgage. Despite my pleas for expedited assistance due to the imminent closure of my house purchase, BGE failed to take appropriate action to correct their mistake. I was informed that I could not speak with BGEs credit department directly, leaving me without a means to resolve the issue.I seek the immediate correction of the billing error with the collection agency to reflect that it was a mistake and not merely a zero balance. I also request a written and emailed confirmation of the zero balance and error correction. Additionally, I seek compensation for the financial impact caused by the increased interest on my mortgage.
Business Response
Date: 05/30/2024
BGE representative will contact the customer by *** June 6, 2024.
Customer Answer
Date: 06/04/2024
This was never solved. They left me high and dry without taking any accountability
Customer Answer
Date: 06/10/2024
No, BGE did not call me, but they did send me an email claiming the issue was resolved. But the damage has already been done. Between BGE and their apathetic collection agency, **********, my credit was affected, resulting in a much higher interest rate. Both parties seem uninterested in helping me when I really need their assistance. Ive only received a canned email stating the issue is resolved. BGE did forward me a letter from FirstPoint, but it was addressed to a home I havent lived at for 10 years. I had already informed FirstPoint four times that I didn't live there, the bill was in error, and that I needed a correction letter. They told me that wasn't something they ever did. Painful.
Business Response
Date: 06/11/2024
BGE will contact the customer by end of business June 18, 2024.
Business Response
Date: 06/14/2024
The customer was contacted June 11, 2024 and a resolution email was sent to the customer 06/13/2024.
Customer Answer
Date: 06/14/2024

Complaint: 21773546

I am rejecting this response because:
BGE's lack of accountability is astonishing. They claimed that the root cause of the erroneous debt they sent to collections, and their inability to promptly resolve the issue, was my failure to opt out of a program. However, I am uncertain what more I could have done. When the house was sold, we notified BGE, and the name on the utility bill was changed. At no point did the BGE *** inform me that additional actions were required on my part. This shows a clear pattern of poorly trained employees and a lack of willingness to help their customers, perfectly exemplifying the frustrating experience I had when trying to resolve the debt. It never occurred to me that in order to properly transfer the account when selling my home, I would have to speak to three different ***resentatives and insist on speaking to a supervisor.

Sincerely,

***** ****
Initial Complaint
Date:05/28/2024
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 am on a monthly payment plan for 149.00 and they recently took 399.00 from my account unexpectedly. I want my money back that they withdrew without my consent or knowledge.
Business Response
Date: 05/29/2024
Good Afternoon, BGE will contact the customer within 7 days to discuss their concerns. Thank you.
Customer Answer
Date: 06/12/2024
Settled
Initial Complaint
Date:05/28/2024
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.
BGE alleges that we used over 800 therms of gas in March. You can see in attachment that from Dec-Feb we used under 200 therms / month. This occurred during the month when BGE updated our meter. This is unreasonable and we are owed a refund. We’ve spoken to two BGe representatives and we were told that a detailed breakdown will be sent to us. The more I search online the more cases I’ve come across like this.
Business Response
Date: 05/28/2024
The customer has also filed a complaint with the Maryland Public Service Commission (PSC). The PSC is BGE's governing authority. BGE will respond in writing to the PSC who will utilize Code of Maryland Regulations when
reviewing the customers concerns and BGE's response.
Customer Answer
Date: 05/29/2024

Complaint: ********

I am rejecting this response because:
BGE representative came to our home on 3/25/24 and updated the meter.  During this billing period our meter reading indicated that we used over 4 times the amount of gas.

We only used 100-200 Therms per month in January and February.  Then in March BGE alleges we used over 800 Therm units.  This doesn’t make sense.

We believe that while the BGE gentleman was updating our meter he must have tested it which resulted in this discrepancy.

We called BGE twice last week.  The first representative we spoke with advised that the larger bill was due to the delivery fee.  We were told to contact PSC because they approved the new delivery rates.  However, that evening when we had a chance to review the bill it became clear that it isn’t a delivery fee issue.   As noted above, the issue is that the meter reading does not correctly reflect our usage.  Again, we believe this may be due to the meter update.

The last BGE representative we spoke with on 5/24/24 stated that BGE will mail us a detailed breakdown.   This is insufficient. Please escalate to a manager. We  are owed a refund. There is no way we used 800 Therm units in one month.

Sincerely,

****** ********
Business Response
Date: 05/31/2024
BGE understands the customer's concerns. However, the complaint rightfully belongs with the PSC since they are the only agency who has the authority to make an unbiased ruling based on information provided by all parties utilizing the applicable COMAR regulations and tariffs. BGE will follow the PSC's complaint process and respond directly to the PSC accordingly. Upon BGE's written response being sent to the PSC, the customer will receive BGE's letter addressing their concerns along with a decision letter from the PSC to include their ruling on this matter.
Customer Answer
Date: 06/12/2024
Thank you for your assistance! My husband said BGE credited our account for the amount they overcharged us.
If there are any further issues we may outreach for your advice.
We are relieved and I just wanted to say thank you for your help!
Take Care,
******
Initial Complaint
Date:05/28/2024
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.
You sent me an email, telling me that I hadn't paid my bill. The only way this could possibly have occurred is if you didn't send me the bill, or I otherwise did not receive it; When I get bills I keep them in a pile of unsolved issues, not to be taken out until they aren't an issue anymore. If the bill comes in the form of an email, I simply do not close that email, until I've paid the bill. For it to be the case that I didn't pay my bill, it can only be because the bill never entered that pile. Please do not accuse me of being the cause of the issue between us.
Business Response
Date: 05/28/2024
Good afternoon, BGE will have a representative contact the customer within 7 days to discuss to their concerns. Thank you.

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Baltimore Gas And Electric Company is NOT a BBB Accredited Business.