MLGW is hands down the most frustrating utility company I've ever dealt with. If I had literally any other option for electricity, gas, and water, I would switch in a heartbeat. Unfortunately, they have a monopoly on utilities here, and they act like it. Bills seem to double or even triple out of nowhere with little to no explanation. One month everything is normal, the next month you're staring at a charge that makes absolutely no sense. Try to get answers? Good luck. Customer service is slow, unhelpful, and often just repeats the same scripted responses instead of actually addressing the issue. It feels like customers are just expected to accept whatever number shows up on the bill, no questions asked. For a service that people literally cannot live without, the lack of transparency and accountability is unacceptable. If I could give a zero I would. read more

It was okay and they were short staffed and I went to the main location downtown. The lobby was clean and the lighting was good.

The person who helped me with my issue was very courteous and efficient. Of course, the reason I was there in the first place was because the MLGW website did not correctly process the Residential Service Agreement that I filled out online. (My online account shows it as having been received and claims that it is "pending," but I still got a disconnection letter in the mail, claiming I hadn't submitted it!) Nevertheless, in terms of this particular branch location, the lady that helped me handled everything very well. So my high rating is not for MLGW generally, with their questionable website, but is based solely on my one experience with resolving my problem (of their making!) at the Lamar location. read more

The employees are sorry as hell, rude, ghetto, unprofessional and incompetent. This goes for ALL locations across Shelby County. They never answer the phones or call you back. They'll leave you on hold for over an hour and then "answer" the call and hang up on you -has happened to me multiple times throughout the past few years and it's beyond frustrating. It's unfortunate this monopoly is the only option for Shelby County. read more

One star doesn't even mean ANYTHING. When it comes to weather wether is winter or mostly spring/summer storms your going to be well let's say not very happy. We just had a storm last night and not even 5 minutes into this storm our power goes out. Our power has been out since 6:30PM YESTERDAY AND IS CURRENTLY OUT. Saying it will probably be fixed by noon today, look at it again a hour later and it says 8PM!? Some of us have work, some of us need to be able to get ready for work and eat and take care of our animals in a cool decent environment. And it's not just this one time it's literally EVERY SINGLE STORM. I'm from Missouri and let me tell you we did not have these problems. Everywhere else around can go through a storm and have power, if the power does go out it comes back on in a reasonable decent manner. But here nah, they gonna make your ass suffer even when it's 30 degrees or 90 degrees. Because simply they don't want to get out and keep up with maintenance, or keep tree limbs kept up with so they don't knock over power lines etc. maybe do your job right the first time and we would not have to keep doing this. Y'all always saying your call volume high, MAYBE ANSWER THE PHONE, MAYBE DO YOUR JOB CORRECTLY. Pathetic and will never earn my respect, absolutely crazy. Hope yall reimburse us for gas for the work generator and fast food we have to get since our power is still out. read more

Customer service is completely lacking...I'm sure they can't even fxxxing spell it. Ive opened 3 tickets on-line to have a street light repaired and they keep closing the ticket WITH ABSOLUTELY NO RESOLUTION. When you open a ticket you enter your e-mail, phone #, etc...have they contacted me?....HELL NO. This monopoly should be outlawed. read more

I emailed mlgw two weeks ago asking for my account verification code or whatever because it says it's on the bill. Still waiting the service is so bad I'm sure I'll have to call and wait to hours, and then we will see if they can even help me. First time paying my electric an the electric company is making it impossible. Thanks :( read more

I wish I could give them negative stars. These low life's turned my power off by accident because they "misread a shut off order" for a different residence. They lied at first and said it was a power outage but the map on their site proved that not to be true and then they came clean and admitted it was turned off by mistake but they were sending someone out to turn it back on. Of course it's 7pm now and that person never showed. Now I have to go get a hotel room for me and my family because these inept, incompetent, low life liars decided they would rather lie than do their job. It's sickening that they have a monopoly on this city because this city deserves better. Their customer service is as garbage as their grid. It says on their page that they've been serving Memphis for 100 years but they fail to mention that it's the same exact infrastructure they started with a 100 years ago that they're still using. Absolute GARBAGE!! read more

Memphis Light Gas Water has the worst new customer procedure! In order to connect service, someone has to be home. How the hell you expect someone to be home from the hours of 8am-4pm without any electricity? There's no air no heat no nothing but a dark room! I can understand a 2 hours window but 8 hours?? We need another company for our electricity, gas and water needs. I bet they'll act right then! read more

MLGW Online is terrible!! Try to pay a bill and it sends you to a secondary site. Really? This day and age ..! Wow The app is even worse!!! Mlgw take some of billion dollar in sales and upgrade your bill pay app! Please!! read more

Medal detectors when you come in. How much more is our bill with this extra security.slow line to get in four armed guards to pay a bill. This is a joke read more

Wow, you've really got to hand it to these people...they certainly have nerve. We got back from out of town this past weekend to discover we did not have any hot water (while I was in the shower!). Nice. I was planning to check the circuit breakers this morning. This morning we tried to cook breakfast...no dice. So it looks like out gas was turned off. On the front door, we found a flyer telling us we had a new meter installed! Lucky us! In small print, I was able to deduce that they left the gas off for safety reasons. So I had to call MLGW to turn it back on. I get someone on the phone and I am given a SEVEN hour window to 11:30pm when someone might come and I would have to stay home the whole time. The service rep was actually indignant that I wasn't super grateful that they would actually come. In a very condescending tone, he told me that I was informed MONTHS ago that my meter would be swapped out. Of course, no appointment time was given. For MY safety, the gas could not be turned back on in my absence...stupidly, I asked why they felt they could come and do the switch and turn off my service in my absence. From the rep's reaction, it must have been a stupid question. Serenity now.... read more

I don't know about the people at this particular location...but MLGW in general is pathetic. Every time a drop of rain falls you can expect thousands of power outages and days of darkness. The most pitiful and incompetent management ever. read more

Terrible terrible terrible. Information is disjointed throughout the company. One person says this, and then another comes along behind them and contradicts them. It's a mess. This is a true "memfrican" run organization. I've traveled quite a bit to africa, and this is what it is like there. "get in this line and wait, and once you've been through this line you can get in that line, except at the end of that line, you'll be redirected into this line again". read more

As a general rule, MLGW's service is horrible. However, this morning our power went out and according to they outage map, there were 633 people without power. Ours was back on within 20 minutes instead of the usual 4-6 hours. read more