Complaints

This profile includes complaints for Oklahoma Gas & Electric Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Oklahoma Gas & Electric Co.

  321 N Harvey Ave Oklahoma City, OK 73102-3405

  
• 

  Oklahoma Gas & Electric Co.

  Po Box 321 Harrah, OK 73045

  
• 

  Oklahoma Gas & Electric Co.

  1401 N 54th St Enid, OK 73701

  
• 

  Oklahoma Gas & Electric Co.

  501 N Mustang Plant Rd Oklahoma City, OK 73127

  

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:02/13/2023

  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.

  Received a cutoff from OG&E however after paying ****** of then ****** of the cutoff and OG&E unwilling to give me a few days extension on the balance my electric is cutoff. The electric is cutoff even though the temperature forecast Wednesday night and for several days is going to be low freezing. Then to make matters more difficult because I have made two or more lately payments in a 12 month time period OG &E places a 75.00$ increase on my security deposit. Like that is helpful when clearly I'm struggling to pay bills. To top that I have an all elecric home.

  

  Business Response

  Date: 02/20/2023

  Greetings.  A disconnection order was issued on 02/09/23 for non-payment of the past due amount of $242.84.  The customer then made a payment on 02/09/23 of $78.50.  Since the full past due amount was not paid, the service to the location was ultimately disconnected on 02/13/23 for the remaining past due of $164.34.  The customer then made a payment on 02/13/23 of $168.50 which was sufficient to cover the remaining disconnection amount and service was subsequently restored that same day.  This action fulfills the customer Desired Settlement to "restore service".  The records show OGE policies and procedures were properly followed regarding this customer complaint.  The customer should please contact OGE **************** should they have any further questions or concerns on this issue.  Thank you. 

• Initial Complaint

  Date:02/09/2023

  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 requesting trees be removed from powerlines on my property since the beginning of November. I have called on 4 different occasions. The last time I called they told me they would respond within 10 business days. That did not happen. I just called them and they told me the same thing. I do not have faith in them holding up to their end of the deal. On their website they claim that everyone who receives services from them, a portion of their bill goes to the service of removing hazardous trees from powerlines. I feel that this matter should be a top priority. It could be life threatening if the tree is not removed, causes damage to a powerline, and someone is either electrocuted or goes without needed power during winter months. I believe that a prompt response is required at this point in time.

  

  Business Response

  Date: 02/15/2023

  Greetings, The tree trimming request submitted by the customer has been reviewed and deemed not to be an immediate hazard at this time. The vegetation management needs will be evaluated and addressed if needed for all customers on this circuit during the next tree trimming cycle. The customer should please contact our **************** team if they should have any questions or need further assistance.  Thank you.

  Customer Answer

  Date: 02/15/2023

   
  Complaint: ********
  
  I am rejecting this response because:it is a hazard. The power lines are tangled up with the tree limbs. Code does not allow this. If this causes a power line to break and my property is damaged I will **** I pay for this service and you are neglecting a dangerous situation. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/20/2023

  We have issued a hazardous condition work order to investigate customer claims of "dangerous situation".  However, we will have no further response to this BBB inquiry as the customer has threatened legal action against OGE.  The customer should contact OGE **************** directly should they have any further questions on this issue.  Thank you.

  Customer Answer

  Date: 02/21/2023

   
  Complaint: ********
  
  I am rejecting this response because: I took it upon myself to hire an outside source to remove the tree. It is upsetting that I pay for a service and do not receive the service. I put a request in November 2022. I would like to be reimbursed for the work that had to be done to make my ************* for myself and others, when *** refused to handle the situation in a timely manner. $650 is what I am requesting. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/30/2023

  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.

  Og&e are charging me another $500 deposit. Where did the first deposit go when I moved in my home 8yrs prior? Where do you see an increase in my income? If ** having trouble paying for the initial bills that keep going up due to recovering from covid crises, why adding an extra $500 to a bill seems logical to you? And dont come with the scripted speechand Im not paying $500 in 2 payments either. Really ridiculous that you wanna raise the rates during winter and add on an extra $500.

  

  Business Response

  Date: 02/02/2023

  Greetings.  Our records show that the previous deposit amounts secured to the account were returned and credited back to the account on 07/09/2021.  The records also show a deposit the amount of $505.00 has now had to be reassessed to the account as of 01/10/2023 due to the payment history on the account.  The assessed amount is required to be two times the average bill at the location, or 1/6th of the annualized billing amount.  Per policy, the deposit is split into two equal amounts of $252.50 that should be due with the next two invoices issued after the deposit was assessed.  Please contact our **************** team if you should have any questions on this deposit assessment or if you should wish to inquire further into this issue.  Thank you.

• Initial Complaint

  Date:01/23/2023

  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 began calling OG&E 1/22 for an energy audit program. After multiple calls, I reached a rep that enrolled me the program. I was very grateful to the representative and explained to her that I had called multiple times with no success. I was called by Skyline Energy March 10, 2022, and I was scheduled for an appointment April 27, 2022. The representative arrived at the scheduled time. He was at the house approximately ten minutes when he announced I was not eligible for an energy audit due to repairs in my shower that were in process. There was no mention during my prior calls that any type of renovation would prevent me from an energy audit. If I had known, I would have delayed or made certain the repairs were complete prior to my appointment. I am not alleging the reasons were inaccurate but possibly more upfront information would minimize audit cancellations. Ive not been successful rescheduling an energy audit. My multiple relocations during Covid negatively impacted me financially. Both Catholic Charities and ****************** have paid toward my massive electric bills. I understand they have no control on the price of energy, and that OG&E is a business. Even with the energy expenses I have incurred my son and I have not been comfortable. During extreme heat and cold my son and I have been sleeping in our vehicle at our residence. Our thermostat during the Summer remains at 74 and Winter 58 degrees. I have also been complying with not using energy during peak times. Skyline Energy advised that OG&E only allows them to do a certain number of energy audits. I am not asking that my bill be excused, I am only asking that I am assisted with obtaining an energy audit so my son and I can use energy more efficiently and more cost effectively.

  

  Business Response

  Date: 01/27/2023

  Greetings.  We do not
  show any record of the customer contacting OGE on this complaint issue.  OGE does offer various pricing and program
  options to assist customers improve energy efficiency.  If the customer previously qualified for an
  energy audit or some other efficiency program, but then the contractor charged with
  performing the review was unable to complete their process due to parameters
  that they are bound to under the program rules, then the customer should address
  that identified item that prohibited the completion of the program review.  The customer can then either contact the
  contractor to see if they can come back to complete the review or contact OGE
  to re-apply for the program review.  The
  other issue the customer mentions also does not appear to have been brought up
  by the customer and discussed with OGE.  Our Smart Hours program seems to be what the customer has described but
  the customer does not show to be on this pricing program at this time.  The benefits of this program are typically
  realized during the summer months, so the customer does have time to contact
  our Customer Service team to discuss these programs to see what options may best
  suit their needs.  Thank you.     

  Customer Answer

  Date: 01/27/2023

   It is unfortunate I was not more timely getting in my attachments. But now that they have been received it is clear I have made out reaches and ignored. I’m addition to their sub contractor but representatives who service their customer service line. They have ignored me causing myself and my son distress and even possibly health issues. 
  
  

  
  

  
  

  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Stephanie ********

  

  Business Response

  Date: 01/31/2023

  Greetings. The inability of the contractor to
  complete an energy audit due to disqualifying factors outside of the contractor’s
  control is not the responsibility of the contractor nor OGE. There is no
  evidence of a policy or procedural violation on the part of OGE nor our
  affiliated contractors on this issue. In fact, there is only evidence to show
  that the contractor did properly follow the policies and procedures of the program
  parameters including that which prohibited the completion of this free of
  charge service. The customer should please contact our customer service if they
  have any questions or need of assistance.  Thank you.      

• Initial Complaint

  Date:12/20/2022

  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 multiple branches hanging from a tree in my backyard that is close to the the utility pole. I first filed a work order and they said they were going to come out when they were in the neighborhood for their yearly maintenance. I was never contacted when they would come they just told me to expect someone to be there. A few weeks pass by and still nothing. I followed up with them to see when they were coming out and they said they didnt see any reason to cut the branches but they are clearly on the wire. They mentioned I needed to put in ANOTHER work order which takes 20 business days, thats equivalent to a month since they are only open Monday- Friday. If any heavy snow or ice falls so will those branches along with the electric wires. Ill be left without any electricity.

  

  Business Response

  Date: 12/27/2022

  Greetings.Our records show that it has been determined that the vegetation management needs at this location and the general area will be evaluated upon the next Cycle Trimming scheduled to be performed in 2023.  It is important to understand that a tree trimming request does not guarantee tree trimming will be performed.  Each request is reviewed based on many factors and if an immediate need is not found, the request will be deferred until the normal Cycle Trimming schedule for the given area, which is the case here.  Additionally, OGE is unable to trim vegetation for other utilities, such as cable or phone services, which are always below the electric services on our poles.  Those other communications utility companies should be contacted if their service needs to be evaluated.  Records do not show any outages reported at this location since October 2022, even with the extreme weather conditions that have been experienced since then.  If the specific issue the customer is calling about is not addressed in the upcoming 2023 Cycle Trimming that is scheduled to occur, they can certainly call us to report it for further evaluation if needed. The customer should please contact OGE **************** if they need any further information or assistance on this issue.  Thank you. 

• Initial Complaint

  Date:12/08/2022

  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.

  They are trying to charge me another deposit due to service disconnection. Service was disconnected due to a promise to pay from the ***** falling off account with no knowledge of it falling off my service was shut off. Electric service with them is already so high that's why I needed help to begin. The promise to pay was re pledged so there shouldn't be a new deposit required. I was not informed the electric was going to be turned off until it was to late.

  

  Business Response

  Date: 12/14/2022

  Greetings. Our records show that an increased deposit of $105.00 was assessed to the customer account on 12/01/22 and was due to a disconnection of service for non-payment of past due amount.  There was an assistance pledge noted on the account, but the funds were never received so the pledge eventually expired and was removed.  There was sufficient required notification of potential disconnection of service prior to the shut-off and subsequent increased deposit amount being assessed.  Thankfully, the increased deposit is split into two equal payments of $52.50 each and will be spread out over the next two invoices issued.  Please contact our **************** if you should need any further assistance or have any questions.  Thank you.

  Customer Answer

  Date: 12/21/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I contacted the ***** in regards to the pledge. They said I was lied to because the pledge wasn't the amount the *** at OG&E told me from September 28th. There where two from them. I didn't get notice about shut off until two days prior. I was not aware of the 40 day the pledge falls off thing. So now on top of a bill I had to pay that I wasn't expecting I get a raise in my deposit from already a $280 IV already paid for another $105 and my electric was shut off less than 3 hours. You offer no help if one payment arrangement is messed up.  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/27/2022

  Greetings.  Unfortunately,it will not be the responsibility of OGE to ensure assistance pledges and payments are properly processed and sent by the assistance organization, this would be the assistance organizations responsibility.  All we are able to do is note the account of a pledge notification and then post the payment to the account once it has been received.  As an assistance pledge does not constitute actual payment until the funds are received and are posted to the account, the customer should contact the assistance agency if they have questions or concerns about an assistance pledge.  It is the customers responsibility to ensure outstanding balances on their account are paid, even if an assistance pledge is pending, in order to avoid the potential for disconnection of service.  There is no indication that a policy or procedural violation occurred on the part of OGE regarding this issue as our guidelines do show to have been properly followed.  And since there has been no information or documentation provided to substantiate the allegations of OGE wrongdoing, the customer should please contact our **************** if they have any further questions regarding their account.  Thank you.    

  Customer Answer

  Date: 12/27/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  Listen to the phone calls and look at the account notes. Starting in November when I was told EVERYTHING WAS OK AND THE **** AT THAT TIME WAS COMPLETELY COVERED. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/10/2022

  Type:Product 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 disconnected service at *****************************************, account number ***********, on Aug 31, 2022. I waited until Sept 20, 2022 to check on my refund check due me of $196.60. I spoke with ******* and she said they could not help me until Oct 9th and I would need to call back. I called back on Oct 10, 2022 and spoke with ***. He said he would send a message to billing and get my refund processed right away. I called again on Oct 24, 2022 and and spoke with ****. He said the check was mailed on Oct 10, 2022. Did not receive it. On Oct 26, I called and spoke to ******** and requested a supervisor give me a call. ****** called me and said the department that cuts the refund checks was having serious problems and I was not the only one waiting on my money. He assured me I would have my check with 2 weeks. Called them again on Nov 7, 2022 and spoke with *******. She said she would have a supervisor call me asap. Haven't heard a word. Please help me get my overpayment money refunded. All calls were made to ************.

  

  Business Response

  Date: 11/16/2022

  Greetings, our records show that a refund check was mailed out on 09/08/22, then again on 10/10/22, and finally a third time on 11/15/22.  The mailing address we have on file is: ******************************************************************* 76116.  Since the last mailing just went out yesterday, 11/15/22, please allow a few more days for the **** to deliver the mailing.  If this mailing address is correct and the customer does not receive this third mailing of the refund, the customer may want to inquire with **** and/or the property management to ensure their records have the correct mailing destination information for this customer as that would be outside of OGE control.  The customer should please contact our **************** should they have any additional questions or need further assistance on this matter.  Thank you.

  Customer Answer

  Date: 11/16/2022

  
  Complaint: ********
  
  I am rejecting this response because: I have had no issues with the **** and have a hard time believing this response since i spoke to a manager on one of my last calls and he openly admitted OG&E was having a severe issue with refunds and I was definitely not the only person having issues. They can apply a credit to my credit if that would help them out. I have totally lost confidence in the ability of OG&E to accomplish the simplest of business activities. Again, please explore other option in getting me my money owed.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/23/2022

  Thank you for your feedback.  Please contact OGE **************** if you have any further questions or concerns.

  Customer Answer

  Date: 11/28/2022

   
  Better Business Bureau:
  
  What a shame that I had to utilize the BBB to have OG&E act responsibly. I will never do business again with them. They are so broken. Thank you BBB for being a consumer safe guard.
  
  *****************************

• Initial Complaint

  Date:11/08/2022

  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.

  OGE claims there is an exception to their shut off policy when the cut off could cause a life threatening issue to someone in the home. This includes elderly, disabled people, and children under 16 I believe. I received a cut off notice after failing to meet payment agreement when my grandma didn't pay her part of the bill. And I asked OGE to please extend the shut off because I have two minor children. They point blank told me it's not life threatening and there is nothing they can do. Both my kids and I have weakened immune systems and with the cold I don't feel safe with them not having electricity. I just feel this is very inhumane. I have also tried other agencies to help pay the bill for us. Just asking this be made right or not have them giving customers false information and hope to keep service on. Thank u and God bless
  

  

  Business Response

  Date: 11/16/2022

  Greetings, our records show the customer was sent a cut off notice on 10/31/22 for the past due amount of $445.89 that needed to be paid by 11/08/22 to avoid disconnection.  A payment was made on 11/03/22 of $200.00 which decreased the cut off notice amount.  We do not see any specific notes regarding a conversation about our Life Threatening Policy, however, the customer description of some of the qualification parameters is almost correct in that elderly and disabled occupants can qualify for a claim, but the age of minor children to qualify is for occupant children 12 months of age or younger. The past due amount was not received by the cut off date of 11/08/22 so a disconnection order was issued for the past due amount of $245.88 and service was disconnected on 11/09/22.  The customer did then make a payment of $248.50 and the service was restored later that same evening.  The customer should please feel free to contact our **************** team if they need any assistance or have any questions regarding our policies and procedures. Thank you.

• Initial Complaint

  Date:11/01/2022

  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.

  We have lived in *** for less than 2 months now and we have lost partial power multiple times and lost full power. Its ridiculous that we pay so much for electricity with the single electric company in town and its always going out. Whats going to happen when its freezing outside? We should get a lower rate if its not going to be a reliable source of power.

  

  Business Response

  Date: 11/07/2022

  Greetings, Upon review, the outage data at this location shows there were multiple blinks and a couple of sustained outages that occurred in this area on 10/15/22 and the cause was discovered to be a line recloser that would not hold load and kept tripping. The equipment was replaced and has not been an issue since. The only other recent outage occurred on 11/01/22, this was unrelated to the previous outage and in this case, there was an equipment issue at the substation that affected 4 circuits and about ****** customers in total and was restored within about 54 minutes.  We do apologize for your experience, but these isolated incidents are not an indication of a larger reliability issue as these outages were thoroughly investigated and repaired.  Please feel free to contact our **************** Team at ************** should you have any additional questions or concerns on this matter.  Thank you. 

  Customer Answer

  Date: 11/07/2022

   
  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,
  
  *************************

• Initial Complaint

  Date:10/26/2022

  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.

  Several days ago i noticed my gate and fence holding my gate was almost falling down. I have not got a chance to go look at it closer but today 26 october 2022 i was in my backyard i noticed that someone had put the flags in the ground locating electrical wires under ground. It is to my best knowledge, that the personnel that placed these flags in my back yard, are responsible for the damage of my gate and fence holding my gate. I can provide pictures if need be.
  

  

  Business Response

  Date: 11/02/2022

  Greetings, our records do not indicate OGE performing any work at this location recently.  USIC is the underground utility line locating service that is used to locate and **** all underground services and would likely be who was on the property performing the line locates.  USIC is an independent company and is not affiliated with OGE.  The customer should contact USIC about their property damage claim as this would not be an OGE issue. They can be reached by dialing 811 on your phone, or by calling **************, and on the web at usicllc.com

  Thank you.