Chugach Electric Association

Madison W.

Let me start by saying that I've personally (account in my name) used Chugach since 2015. Until today, I've had zero complaints. Whenever I've had a question, I would call and speak with a very pleasant rep who would go above and beyond to answer my question.. well today that all changed.. I recently moved, I got a bill last month that I thought was a bit on the higher side, I spoke with my landlord and was informed that, that was the norm. Over the weekend, I got a bill for double that and was shocked, something had to be amiss, so I thought why not call & see what was going on. I got connected with Kelly in customer service, she was extremely unhelpful. I asked if she could give me an average usage of the other units around me or of my unit in previous years.. she very nastily told me no- that would be giving out other people's account info... she put me on a long hold & pulled up some statistics of usage of my unit in the previous two January's.. that was helpful.. when I asked what the usage was around Feb/ March I was told that she wouldn't tell me because ""it would be too much work for her""... excuse me, isn't that what you're getting paid to do??? She then told me to turn my stove on and heat my home that way.. or to turn my heat down to 64° & bundle up.. her delivery was just nasty and uncalled for. All I was simply trying to do was to see what kind of bills I could be expecting... I was given that common decency before I moved into my last place.. customer service just isn't what it used to be..

Emma M.

The sad news is they are buying out ML&P and so they will be monopolizing the market for Anchorage.

Every time I call or email with a question about my bill and usage I am met with a ""it's normal for your unit"" and a bad attitude and unprofessional tones.

It's normal for a 900sqft condo which is single occupied to have an electric bill that is more than a 2,500sqft house my mother owns and 5 people live in it? OK...? She also uses Chugach.

I suggested they have someone come check for faulty meters or tampering. Of course they would do it, but only at my cost. Why would they want to fix a possible issue when they're banking $200 from me?

My neighbors pay $60-80 for electric and they're also single or double occupied.

I am beyond annoyed not only with the customer service, but also with the lack of options for the Anchorage bowl. I used ML&P in the past and it was $30-50/month.

""Affordable electric"" is a joke.

Yes, I could pay to have them come out, but they of course don't disclose the cost of said visit. I work paycheck to paycheck and barely survive as it is.

I will also note that I updated my windows, don't leave lights on in rooms unoccupied and I have been forced to start turning breakers off just to scrape by. I'm doing everything I can to be more energy efficient, but the email replies are always quick to point the finger at me and it's my fault. My house is literally dark as I type this except for the glow from my phone, TV and sewing machine

Teresa B.

I am currently going through a bad break up. I went into the Chugach business office to pay my bill and ask a few questions. And was told I would be billed for my Ex's past bill but the kicker being I did not receive the exact amount, where or when the bill had accumulated. Again this was all from my Ex's past account. The only information I was given was I'm responsible for the balance and that the card I have on file would be charged whatever amount that he owed.
The better business bureau will also be informed

Alexa S.

When I moved into my new apartment I called Chugach Electric and got the service put in my name. After a while I realized I wasn't getting a bill. When I called they said it was being mailed to another unit in my building. Some more time passes and I still do not get a bill. I called again. They left off my apartment number this time. They said they corrected it and I would be getting a bill soon. And then more time passes... The third time I called they said my service had been cut off and put in my landlord's name so that's why I wasn't getting a bill. I have paid the balance but they still cannot seem to mail me a bill. I have never had this many problems with this company before!!

S G.

Chugach finally allowed customers to automatically pay their bills using a credit card, but what a mess! It was going ok until I needed to change payments to a different credit card. Even though I did everything required to delete one card and set up the new one, Chugach started to charge BOTH cards each month, so I was making double payments. I now only have the one credit card on their system, but each month a charge against both cards is generated. I then have to log in and manually delete the incorrect charge, but guess what! Chugach still charges the old deleted card, rather than the new card.

I emailed Chugach customer service who responded that it wasn't their problem. They use a third party company for customer credit card payments, and I need to speak to them. When I asked who I should contact, they were unable to help me. Unbelievable.

This is the type of customer service that just wouldn't be tolerated anywhere else, but in Alaska we have little choice. So I guess this type of incompetence will just continue unchecked.

Nicole R.

I'm only giving two stars instead of one because they're basically the only electricity option in the area and it's a necessity in today's world. Otherwise, they're horribly annoying and outdated. And will find any reason to charge extra fees.

A $2.95 ""convenience"" fee to pay a bill online with a credit card or checking account is absurd. There are other options to pay that don't have a fee, but they're much less convenient (i.e. involve you actually having to take the time to go places).

Oh, and if you want to set up automatic payments to be withdrawn from your bank account, you need to mail or fax them a form along with a voided check. Why is that necessary? Every other place I regularly pay lets you set up autopay online instantly. It's ridiculously ironic to me that an electric company is so archaic with their billing department.

Also they will send you useless mail at least once a month. I really don't give a damn about your ""elections"", Chugach, or your monthly newsletter. Maybe if you stopped wasting postage on this junk you wouldn't have to charge fees for everything (or you would have one less reason to do so).

J S.

In a nutshell, this company is shady and outdated - a typical issue when there's no competition.
I've been using Chugach electric for 3 years now since moving to Anchorage. During my time here I've grown more frustrated due to the following issues:
1.) They collect fees at every opportunity (e.g., auto-pay, credit card pay, late fees).
2.) They make it terribly inconvenient to pay - making it easier for them to collect fees.
3.) Their customer service people are OK. They are generally knowledgeable about your bill and your issues but can't (or won't?) really do much about them. They sometimes are a bit testy when I first call but they do warm up if you remain polite (which I always do).
4.) Any changes to the account have to be done over mail (e.g., add persons, change email address, change physical address) despite the fact they have a website and customer service people.
5.) Their web and email services are not helpful and present a security risk for members. For example, to log on to your account you ONLY need your account number and a 4-digit pin. This could be hacked in about 2 seconds. Also, Your account number, name, and other information is in the email that they send monthly. I does not, however, provide any information about how much you owe (you get to log on to their website for that...yeah).

I wish that I could change companies but, sadly...

UPDATE: I logged on to the Chugach website this morning and you can now update information including passwords. I've updated from 1-star to 2-stars.

Sierra G.

If there were any other electric companies that provided service to my area, I would switch in a heartbeat. My husband and I have had an account for over ten years and have moved twice. The only positive thing I can say, is that they waived our deposit fee when we moved because of our extensive history with them. Not sure about the initial deposit as the utility was in my husband's name at that time and before I met him.

The CONS. When you move, there is automatically a $20 fee to add the new meter. Even when there has been CHUGACH service there the whole time! No other utility does that. Takes FOREVER to get a final bill for a home you move from. Customer service is sub-par. Hold times on the phone are excruciating. Return customer service emails take at least a day. They use your social security number for security. (That's a no-no.) Huge fees for paying on their website. (Use bill pay through your bank- ours is free!!) After several telephone attempts by my husband to add me as authorized on the account (Chugach always saying I am), I am STILL not authorized. He needs to fill out paperwork for me?? No other utility does that-you can just call and add someone.

I'm sure I'm forgetting some negative points, but you get the idea...

Every time I hear ""Chugach Electric"" I shudder. Worst utility experience. Period.

Lard Belly E.

We all need power so I'm not complaining about that. I am complaining about the hook up, putting the bill in my name, and monthly payment options.

I called to put the bill in my name at the new place I moved to. If I wanted to do this over the phone I would have to give dude on the other end of the line my entire social security number, not just the last 4. When did electricity have to do with my social security? Nope, I wasn't going to do that so I had to go in. I go in at the end of my work day and there are only a couple of people working and quite a number of people waiting for service.They close at 5PM, which as a service provider they should be open at least an hour after 95% of the working population gets off work. Get the bill in my name and I pay the $90 deposit. If you're late in the first year they get to keep it, as well as tacking on a late fee on your bill. Thieves.

So my monthly bill rolls around and I can't pay it online. Well I guess I could if I wanted to pay an extra $4 service fee. Apparently they can't even manage an online service. Call to pay over the phone and the fee would still apply. WTF? Go in and pay with a check for my bill and to start monthly automatic payments through my checking account. Chick was like I need a voided check. No, just use the check I just paid with. No I need another check. No, make a copy of a check, I'm not going to void a check as I only have so many. This place sucks like a hoover.

Jake H.

So I've returned to Alaska after living out of state for 3 years, before that living in Fairbanks where I was a ""member"" of GVEA (whole other story). And I was spoiled out of state where competition means businesses actually have to treat you with respect.

So I called Chugach, with some anxiety because I know that customer service in Alaska so often includes being treated as if you, the customer wanting to give a business YOUR money, are treated as a nuisance. For example, just got off the phone call with local food establishment (Winky's) where I was talked to as if I was inconveniencing them by paying for their product.

Well, let me just say that Christy G, who answered the phone went above and beyond in helping me set up our account. When I offered to get off the phone and get some things in order as to not waste her time (my spouse has the better credit) she actually had a solution and offered her help! With me on the phone, she called our former electric company out of state with me on the conference call to get my payment history, and my former electric company made it clear that we had the best rating possible with them. Then, because I couldn't print due to all my stuff being in a cargo trailer, she again actually looked for solutions and found a way to get me the contract promptly to get it done.

Look, I know this was just my first experience with the co-op, but this first experience was a positive one.

So thank you Christy G. and I really appreciate being treated as a valued member. A lot of local businesses could take a cue.