ComplaintsforOrange and Rockland Utilities Inc.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account # *********** I am a new customer since April with ********************** and **********************, just moved to the area, in late June, I applied for a payment plan / level payment agreement, over the past few months, I never received a bill, I kept reaching out to the company via many outlets to get a response as to why, kept telling me, I am out of the window for bill, and its under review, I got a call back in sept/oct trying to resolve and apology and set up agreement, I ended up being sick with covid 2x, hospitalized, etc. I am looking for a more affordable payment agreement/level payment agreement, currently it is saying "You are enrolled in a Budget Billing plan. Your monthly amount is $509.00" That is an absurd amount, I have applied for Heap - Case ***********

  Business response

  12/16/2022

  Orange and Rockland Utilities, **** (O&R) offers a variety of programs to our customers to assist with financial management of their bills. ******************************* was contacted on December 15, 2022, to explore a more feasible payment arrangement based of his financial needs.
  

  O&Rs Budget Bill program averages 12-months of customer usage and spreads payments evenly across the year. O&R recommends that account holders wait a minimum of 12-months after opening a new account before committing to the Budget Bill program. Otherwise, usage from the previous occupant will factor into the account average and affect the accuracy of the monthly levelized payment amount.
  

  ******************************* enrolled himself in the Budget Bill **** using O&Rs web services after his third month of residence.  This resulted in a monthly budget amount much lower than his actual bills.
  

  In an effort to prevent large over or underpayments, the account is reviewed periodically to determine whether a change to the monthly amount is necessary based on deferred balance and anticipated future usage. ****************************** Budget Bill increased significantly due to his levelized budget bill amount being too low in comparison to his actual bills. ******************************* was provided with a detailed explanation of the Budget Bill program and satisfied with his new payment agreement.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September, 2022, I received an email form Orange and Rockland, saying that if a customer purchased smart device from their store and installed and enrolled in their smart saver program within 2 months, they are giving their customer a $85 dollars rebate) I checked my eligibility on their website and I purchased a ****** nest thermostat from the *** store on September 29, 2022 (order number: ************ and I installed it at ********************************************************, ) and enrolled in your energy saving program. However, Now I was charged back the $85 rebate and they claimed that thermostat I purchased was disqualified because it is from a different vendor, which obviously was not the case. I think this charge back was invalid as I have done everything they required. I am seeking help to cancel the charge back of $85. Please help me solve the problem. Thank you for your help, Best ******

  Business response

  12/12/2022

  *** **** was contacted on December 5, 2022 regarding issues enrolling her newly purchased Nest Learning Thermostat through Orange and Rockland Utilities (O&R) store, ORU.com. O&R refunded *** ***** $85 rebate associated with the ************** program and successfully troubleshooted the error identified with connecting her new thermostat to her existing ************** program account. *** **** stated she was satisfied with this resolution.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved into my apartment in January 15th 2021 I received a **** like two weeks later which I paid. Then two weeks later I received another ****. I called the ***************************** told me would would balance out. They continued to **** me for over one hundred dollars. I again called to understand why my bills was much higher than a few of the other tenants I spoke to in the complex. They tried to explain I was late paying sometimes, I pointed out I never got a due date. And does late constitute not paying my bills? They just blew me off. In April I received a **** for $392.00 I paid that ****. Two weeks later I got another **** for $246.00 I am just frustrated no one is willing to help me. I even asked if they ever tried running test to see why I pay so much. No response. At this point I am hoping your company can intervene because I can tell this company is not willing to listen to me. All I want to know is why I live in a 700 square feet apartment and pay so much when people I know with home with multiple rooms pay the same or less than what I am billed for. I am hardly in my apartment I work evening & spend weekend with my fiance in **********.

  Business response

  07/07/2022

  ********* *** ******** *********** ***** *****************************   ***** ********
  Complaint
  Customers Statement of the Problem:
  I moved into my apartment on January 15th, 2021,I received a **** like two weeks later which I paid. Then two weeks later I received another ****. I called the company & they told me would balance out. They continued to **** me for over one hundred dollars. I again called to understand why my bills was much higher than a few of the other tenants I spoke to in the complex. They tried to explain I was late paying sometimes, I pointed out I never got a due date. And does late constitute not paying my bills? They just blew me off. In April I received a **** for $392.00 I paid that ****. Two weeks later I got another **** for $246.00 I am just frustrated no one is willing to help me. I even asked if they ever tried running test to see why I pay so much. No response. At this point I am hoping your company can intervene because I can tell this company is not willing to listen to me. All I want to know is why I live in a 700 square feet apartment and pay so much when people I know with home with multiple rooms pay the same or less than what I am billed for. I am hardly in my apartment I work evening & spend weekend with my fiance in **********.
  
  Response:
  Thank you for your recent correspondence. Orange and Rockland Utilities, **** (O&R) was recently advised by the Better Business Bureau (BBB) that an inquiry was posted to their website, regarding your account billing concerns.
  A review of the account referenced in your inquiry determined that the account was established on January 5, 2021 and enrolled into the Budget Billing Program two months later March 11,2021. 
  Thank you for taking the time to speak with me about your concerns on Tuesday, June 28, 2022, and Friday,July 1, 2022.
  
  Budget Billing
  For your general knowledge,the Budget Billing Program. If you are a customer for at least one year before a budget plan is requested, O&R will use your previous 12-month usage history, plus anticipated energy costs and other factors, to estimate your energy usage for the year. If you do not have 12-months of usage history, we will then use the 12-month billing information for the premise.  Once calculated, its then divided by 12 months to arrive at your monthly average or levelized budget amount.
  Periodic reviews are conducted to prevent large over payments or under payments.  During the review period, the monthly budget amount could adjust based on the amount you have paid versus your actual usage.  After you have been enrolled in the Budget Plan for 12 months (called your settlement month, usually the month you started)O&R will compare the cost of your actual usage to the total amount paid.  An overpayment will be credited to your account. All underpayments over $50 will result in a deferred amount billed in installments over a six-month period.
  
  Billing Review
  Utility bills are generated based on scheduled meter reading dates (***).  When you established your account on January 5, 2021, the premise meter reading date was scheduled for January 7, 2021.  You received a separate **** for the gas service on January 7th and electric service on January 8th for the January 5th activation date thru January 7th the *** date.  Bills for service thru March 8, 2021, were paid.
  The April 6, 2021, billing statement was the first **** to include the monthly budget amount of $102.00.  Please keep in mind that this levelized amount was based on the previous tenant as you have not had residence here for 12 months. After 12 months in March 2022, the budget plan settled as explained above.  The difference between what had been billed on the monthly levelized amount versus what you had paid was $475.51 in Company favor.  This amount was divided into 6 installments beginning with the April 2022 billing statement.  Also at that time, the monthly budget amount was raised from $102.00 to $145.00 to account for your anticipated usage moving forward as well as trying to alleviate a new deferred amount in March 2023.
  The April 6, 2022, billing statement of $329.30 mentioned in your inquiry included the following:
  New budget amount of $145.00
  First installment of the deferred amount of $79.25 (total $475.51 divided by 6 months)
  Remaining balance of $103.50 from the March 2022 ****
  Late payment charge of $1.55
   A payment of $164.00 was made on April 13, 2022,leaving a remaining balance of $165.30 to be applied to May 2022 billing statement.
  The May 5, 2022, billing statement of $392.03 included the following:
  Remaining balance of $165.30 from the April 2022 ****
  Budget amount of $145.00
  Second installment of the deferred amount of $79.25
  Late payment charge of $2.48
  This **** was paid in full on May 24, 2022.
  June 2022 and July 2022 billing statements included your monthly budget amount of $145.00 and the deferred installment of $79.25.  The June **** was paid in full, and the July **** ($224.25) is due by August 1st.
  At this time, two deferred installments remain to be billed.  $79.25 will be added to the August and September 2022 billing statements which will bring the deferred balance amount to $0.00.
  Your budget plan will undergo a periodic review this month.  You will be advised if the monthly budget amount currently at $145.00 will be adjusted.
  Lastly, page one of your utility bills includes a Budget Summary section for you to easily track where your budget plan stands each month based on your actual usage.
  Thank you for the opportunity to review your concern. Our customers and their experiences are important to us.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Orange and Rockland Utilities, **** came to my house on 5/18/22, and they turned off the gas without any notice. My wife told the worker to wait 5 minutes till she would be able to call in, but the guy refused to stay. so she wasn't able to **** supper my kids weren't able to go in the shower My baby from 15 mounts caught a cold because the weather the was 55 degrees as there was no gas

  Business response

  05/20/2022

  Complaint ID: ********
  Complainant Name: **** ********* 
  Sent: 5/20/22
  
  
  Response:
  Thank you for your recent correspondence. Orange and Rockland Utilities, **** (O&R) was advised by the Better Business Bureau (BBB) that an inquiry regarding your utility account was posted to their website.
  
  Orange and Rockland Utilities, **** (O&R) received a request to establish an electric and gas utility account in your name effective April 6, 2022.  On April 7, 2022, you contacted O&R and requested that the account order be cancelled.  You were advised that the electric service had already been transferred into your name, but the gas service had not.  At that point, the electric service remained in your name but the request to establish your gas account had been cancelled.
  
  Between April 7, 2022, and May 18, 2022 a gas service account had not been established.  As the gas service was being used without the utility having an active gas account, the gas service was terminated on May 18, 2022.  *********** termination prompted you to contact the utilitys customer service department at which time the above was explained.  You requested to establish a gas account in your name and the gas service was restored on May 19, 2022.
  
  In future, please keep in mind that utility service will be interrupted if an account is not established in a timely manner.
  
  Our customers and their experiences are important to us.  Thank you for the opportunity to review your concern.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Somehow was signed up for their mailing list. Over the course of >30 days, Ive tried to go into their website and unsubscribe from the mailing list. Each time, there has been an error message that the request is unable to process. I believe this isnt a technical error because of the amount of time that has lapsed and # of attempts to unsubscribe.

  Business response

  05/23/2022

  Thank you for your recent correspondence. Orange and Rockland Utilities, **** (O&R) was advised by the Better Business Bureau (BBB) that an inquiry regarding your inability to unsubscribe from our mailing list was filed.
  
  I have reviewed the Orange and Rockland Utilities, **** (O&R)emailed correspondence sent to you in error.  O&R has contacted the vendor handling the My ORU Store email communication.  O&R has requested that you be removed from the mailing list permanently.  Please allow **** business days for completion of this request.
  
  I apologize for any inconvenience this may have caused.   If I can be of any further assistance,please let me know.  Thank you for the opportunity to review your concern.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our condo bldg had an issue with underground wiring, O&R had to shut partially the main line in order that we can fix that line. We already repaired the line and filed all requirements with O&R and the electricity is still not back for a multi-family dwelling. It's a couple of hot days and we cannot run any high power electricity like AC.We are constantly calling to no avail.

  Business response

  04/22/2022

  Thank you for your recent correspondence. Orange and Rockland Utilities, **** (O&R) was advised by the Better Business Bureau (BBB) that an inquiry regarding your utility account was posted to their website.
  
  Due to an irregular service condition, and to ensure the safety of our customers, partial power was turned off to allow repairs to be made.  Once the repairs had been confirmed, full service was restored on April 19, 2022.
  
  Our customers and their experiences are important to us.  Thank you for the opportunity to review your concern.

• Initial Complaint

  03/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed an agreement with SunGardens on 7/24/2019 to save money on the electric portion of my ***** monthly ****. According to the agreement I was supposed to save 5% and I would pay SunGardens and the get a credit on my ***** ****. My account with ***** now has a negative balance but I am expected to still pay my **** each month. Please advise how I can get back the money in my account. *********************** ******************************************************************** *********************** ************

  Business response

  03/22/2022

  Thank you for your recent correspondence. Orange and Rockland Utilities, **** (O&R) was advised by the Better Business Bureau (BBB) that an inquiry was posted to their website, regarding the balance discrepancy on your utility account.
  

  Solar credits are applied to your **** up to the current electric charges plus tax.  For example,on your February 25, 2022 billing statement, the electric service charges and tax were $89.59 and $3.58 respectively, totaling $93.17.  This is the total credit amount that can be applied to your **** based on your current electric usage.  O&R cannot credit you with an amount that exceeds your current electrical charges for any time-period.
  

  In October 2021, your solar developer opted into a new crediting structure called Net Crediting. Under the Net Crediting structure, you will no longer receive a separate **** from the solar developer for subscription fees; the fees will be paid through your O&R account. 
  

  You are currently receiving a 10% savings from the ********************* Solar Project.  Under the net crediting structure, 90% of the community solar credits, up to your monthly electrical charges, will be applied to your subscription fee; the remaining 10% will be applied to your **** as a credit. 
  

  Again, using the February 25, 2022 billing statement as an example, the total of your monthly electrical charges was $93.17.  90% of that ($83.85) was applied to your subscription fee and the remaining 10% ($9.32) was applied to your **** as a credit. You are no longer required to pay the subscription fee out of pocket.
  

  As of March 11, 2022, your remaining net metering credit is $593.63.  This amount will be applied to future electrical usage as the credit cannot be used to offset your current or past due balances.  It will continue to be applied every month up to the total electrical charges for that billing period, using the 90% towards your subscription fee and 10% as your savings towards your electric service. 
  

  O&R is aware of a discrepancy between the negative balance visible online as compared to your paper billing statement amount.  We are working diligently to correct this discrepancy.  Moving forward, and until the discrepancy is corrected, you will be responsible to pay the amount due as shown on your mailed paper O&R billing statement. 
  

  Your last payment of $372.40 was posted to your account on March 18, 2022, leaving you with a zero- balance due.  Should you have any additional questions, I can be reached at ************, Monday Friday, 8AM 4:30PM (except holidays). 
  

  Thank you for the opportunity to review your concern. Our customers and their experiences are important to us.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Placed a complaint in October 2021,they came out assisted my apartment. Private house,residence next door refused them access. Was told they had until February 2022 to gain access. My home had an electrical fire 12/31/2021.They charged me $700,although all I could plug in at one time was the refrigerator and a night light. In order to **** I had to unplug the refrigerator and plug the stove in and that was prior to my gas going out.

  Customer response

  02/11/2022

  
  
  Good morning. Thank you for your email.i was informed you need more information as to what I would like done. During the months I was waiting for their investigation, I was paying in good faith ****** a month. Since the home caught fire December 31 2021, my heap ***** came in for where they still billed me for the $600.00. I would like the money to either returned to the heap program as a credit to me or the investigation that began in October 2021 with me paying $****** a month, totaling $360.00 be refunded back to my credit card.
  I just do not wish to pay for services that I did not use and for them to take my heap benefit to pay it off was despicable even though I paid then in good faith

  Business response

  02/17/2022

  Thank you for your recent correspondence.Orange and Rockland Utilities, **** (O&R) was recently advised by the Better Business Bureau (BBB) that an inquiry was posted to their website,regarding your closed utility account.
  

  Your O&R utility account at *************************** in ***********, ** was established on July 16, 2021 and disconnected on January 18, 2022.
  

  You contacted O&R on October 6, 2021 to discuss concerns about your utility meters servicing areas outside of your dwelling.  This is called Shared Metering.
  

  Because of your telephone call, a shared meter investigation was performed on October 22, 2021.  The field technician obtained a thorough inventory of all appliances in your unit.  Unfortunately, O&R was not granted access to Unit 3.  The individual in unit 3 on that day did work with the field technicians and ran all gas appliances for shared verification.  It was determined that your gas meter was not shared.  As inside access was not granted, we were unable to obtain an electric appliance inventory.
  

  O&R asked ***** and *********************, owners of the property, to allow us full access to each space to conduct the shared investigation.  The owners are allowed 120 days to comply.  The 120th day would have been February 26, 2022.  Your account was disconnected prior to this on January 18, 2022.
  

  O&R did complete a comparison between your appliance inventory, taken during the inspection, and your recorded billing consumption and determined that there is no billable shared condition at this address. Based on this comparison, no usage adjustments are warranted.
  

  As a shared condition was not found, payment made were applied to the actual usage for your location.  The account was connected for seven months and five customer payments were received.
  

  Two **** benefits were received on December 22, 2021 ($426.00 and $255.79).  At the time O&R received the **** benefits, you account balance was $447.42.  This left you with a **** credit balance of $234.37.  An electric and gas **** credit ($76.00 and $53.32 respectively) were applied to your account on January 12, 2022 and your final **** amounted to $17.02.   The $17.02 was taken from your **** credit of $234.37 leaving a final **** credit of $217.35.
  

  As you do not currently have an active utility account within the O&R service territory, the credit of $217.375 will be returned in your name to the state.

  
  Thank you for the opportunity to review your concern. Our customers and their experiences are important to us.

  Customer response

  02/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Customer response

  02/22/2022

  Orange and Rockland came out to count my appliances at that time I was using an extentension cord to run the refrigerator and when I needed to **** I had to unplug the refrigerator in order to ****. They did not return prior to the electrical fire to gain access into the neighbors home so they determined after the home was unhabital? The neighbor moved all her items out prior to the fire so how did they come to their decision?

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/12 I called O&R gas emergency who came to my home, read extremely high CO numbers and turned off my heat. My plumber came the next day to fix the problem. As instructed I called O&R again to come out and do a re-check and they found that the CO #s were still too high.I had my plumber come out again to take care of the problem and again, as instructed, I called O&R the next day to do another re-check which fell on a Saturday, 12/18.I was told that there are no re-checks performed on weekends and that I should use another plumber.So, its ok to risk having high CO levels on the weekends? Its ok for people to become ill (or worse) on Sat and Sundays? Are you kidding me?

  Business response

  01/09/2022

  Good morning,
  

  Thank you for your most recent correspondence regarding your experience with Orange and Rockland Utilities,Inc. (O&R). O&R has conducted a review of your account beginning 12/12/21 and ending 12/20/21, which is summarized below. 
  

  On 12/12/21,O&R responded to a smell of gas at your residence. Our serviceman located a leak on customer owned equipment, i.e., the boiler, and made repairs. O&R also detected carbon monoxide readings. Our serviceman turned off the boiler, tagged the boiler for follow-up, and advised you to have a licensed plumber make additional repairs.
  

  On 12/15/21, O&R responded to your request for re-inspection of the boiler. Upon reinspection, our serviceman detected carbon monoxide readings at the boiler; therefore, the reinspection failed.
  

  On 12/17/21, O&R responded to a call regarding a carbon monoxide condition at your residence. Our serviceman detected carbon monoxide readings at the boiler, like those detected on 12/15/21 and the reinspection failed, again. 
  

  On 12/18/21,O&R received another request from you for a re-inspection of the boiler. O&R asked if you were reporting a smell of gas or carbon monoxide condition. You did not report either condition to O&R. You advised O&R that your plumber had completed repairs to the boiler. O&R advised you that O&R responds to gas or carbon monoxide conditions on a 24 hour/7 day a week/365 day a year basis; however, courtesy re-inspections (such as the one you requested) are considered scheduled work performed by O&R during regular business hours, Monday through Friday.
  
  On 12/20/21, In response to your Better Business Bureau inquiry, O&R visited your residence to conduct another carbon monoxide investigation and re-inspection. Our serviceman detected no carbon monoxide readings or leaks; therefore, the inspection passed. You advised our serviceman that your plumber has completed the necessary repairs.
  
  Safety is paramount to O&R. as noted above, O&R responds to gas odors/leaks and carbon monoxide conditions on a 24 hour/7 day a week/ 365 day a year basis. A licensed plumber completes repairs on customer owned equipment and restores the equipment for the customer. As a courtesy, O&R conducts re-inspections of customer owned equipment, which require follow up by a, i.e., plumber or an HVAC technician, based on a customer request, during regular business hours,Monday through Friday, as scheduled work.
  
  We appreciate the opportunity to hear your concerns and review your experience with O&R. We strive to provide positive customer experiences and your feedback helps us to improve on our existing process.

  Thank you,

  Executive Communications Department

  Orange and Rockland Utilities, Inc. 

  Customer response

  01/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here 

   Thank you for your response but to be clear, it was only the 1st time that I called O&R when I smelled gas. I never smelled anything again but Ive been told that carbon monoxide is odorless. I called for the reinspections solely because the O&R tech told me to in order to be safe. Obviously he was right and there were still significant problems.

  I understand your policy but however, what if there was still a carbon monoxide problem as happened only the day before? I would think that you would want to reinspect on a weekend when you see that there is obviously a problem? Im sure that you would not want to discover that a customer had died because your weekend reinspection policy wouldnt allow a boiler/furnace be checked. I believe that your weekend reinspection policy should be revised in order to ensure that your customers are safe not only on weekdays, but all 7 days of e week.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business response

  01/18/2022

  Good morning,
  

  Thank you for your most recent correspondence. As a utility, we have certain guidelines to which we are required adhere to, along with the customer, and any licensed plumber. As a result, several controls are in place to protect the public in response to a gas smell or carbon monoxide condition.

  ************** Law
  As a resident of **************; in accordance with Amandas Law, a minimum of one carbon monoxide detector must be installed in every home where there is a carbon monoxide source, defined as any appliance or system that *** emit carbon monoxide, a fireplace, or a building with an attached garage, or other motor vehicle related occupancies.
  
  Utility Requirement
  Each utility in ************** has a responsibility to respond and inspect a smell of gas and a notification that a carbon monoxide detector has gone off. Each utility is required to tag any customer owned equipment that contains a safety violation and advise the customer to follow up with a licensed plumber to make repairs. When the Company is notified of a gas odor or ** condition a gas technician is immediately dispatched and upon arrival takes immediate actions to remove any safety conditions. In this case, the boiler was disconnected from the gas supply to make the condition safe. This subsequently required follow-up by a licensed plumber to make repairs to customer-owned equipment (i.e.,boiler) and did not require any follow-up by O&R. Reinspections are offered as a courtesy and do not require immediate response. As such, these appointments are scheduled during regular business hours. If in this case there was in fact any safety concern (i.e., gas smell or ** alarming) a gas technician wouldve been dispatched immediately.
  
  Licensed Plumber
  Governing codes (local, state, federal) exist and are expected to be complied with by plumbers. A licensed plumber shall have a tool to measure carbon monoxide readings before exiting your residence. Such readings will indicate whether the repairs made by the licensed plumber to customer owned equipment, is correct and safe.
  
  Our customers and their experiences are important to us. In the spirit of the customer experience, O&R will review the current language on the warning tag to state that reinspections are scheduled during normal business hours only. Thank you again, for taking the time to reach out and provide the customer perspective. Your feedback helps us to improve with each customer interaction.  

  Kind regards,

  Executive Communications Department

  Orange and Rockland Utilities, Inc. 

   

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