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Business Profile

Electric Companies

The United Illuminating Co.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

Complaints

Customer Complaints Summary

  • 36 total complaints in the last 3 years.
  • 10 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/06/2025

    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.
    UI shut off my power in december after we had signed up for new service in a house we just bought. I called them to turn the power back on, they lied that it would be restored. They never turned the power back on. We were away from the house and UI never turned the power back on after shutting it off. We had no power and no heat for several weeks and in that time a pipe burst, destroying our house. Not only did they shut off power, they lied about restoring power, and now they have delayed their response to us for months. We are still waiting for them to respond to our damage claim. They caused tens of thousands of dollars worth of damage to our house and potentially leaving damage that will last forever. We have an open claim with UI but they have taken 2 months since we opened the claim to review the information. They are stalling and delaying paying us money that is ours. Out of pocket we have spent well over $90,000. I have proof of their negligence. They have been delaying and delaying the response. Oftentimes their claims dept doesn’t even respond to me. They owe me money and we deserve to be paid. We are having trouble paying basic bills because UI decimated our lives.

    Business Response

    Date: 05/16/2025

    After reviewing the customer’s concerns, *** ****** conducted a move in via the Company Web App on 12/10/24 to start services for 12/17.  Following this, a pipe burst in the customer’s basement on 1/11/25.  It was identified that a disconnect signal for the meter was sent on 12/16 by the Company in error.  This has since been addressed by the Company.   The customer filed a claim with the Company on 3/3/25 which had been sent to an adjuster for review. 

    Per our claims policy, claims will generally take around 30 to 45 business days to resolve.  However, the claim was not filed until two months after the event and the process may take longer if the claim is complex or if additional information/investigation is required. 

    The Company Review Officer contacted the Claims Team for an update on this case and they advised that the claim is no longer with the adjuster and is currently under review for approval.  The Review Officer then contacted the customer and advised that the claim was in the approval process and offered the customer his direct contact information should he have any future concerns regarding this matter. 

    The customer was grateful for the information.

    Thank you for contacting the Company.

    Customer Answer

    Date: 05/16/2025


    Complaint: ********

    I am rejecting this response because: The adjuster that UIL hired has given us an incorrect appraisal of the damages. We sent him every single invoice and receipt and he did not understand that some of them were separate invoices. We are looking for a repayment total of: $89,874.02 based on the following costs incurred - 
    Clean Up Cost pt 1 - $1,408.31
    Clean up cost pt 2 - $3,321.71
    Demolition - $2,558.75
    Dumpster - $1,000.00
    Electrical Work - $3,640.05
    Furnace - $7,587.20
    Insulation - $3,226.00
    Plumbing pt 1.  - $2,250.00
    Plumbing pt 2. -  $575.00
    Remediation - $2,935.10 
    Full Renovation - $33,915.00 
    Water Heater Cost - $3,860.55 
    Appliances - $913.84
    Washer and Dryer - $1,158.09 

    Food + ****** + Moving - $19,589.00 

    Water Utility Bills - $1,935.42
    TOTAL$89,874.02

    Sincerely,

    **** ******

    Business Response

    Date: 05/30/2025

    After receiving this inquiry, the Company Review Officer contacted the Claims Adjuster working on *** ****** case to review his concerns.

    The customer’s updated appraisal was resubmitted for review to our Claims Department on Wednesday 5/28.  *** ****** was made aware of this and will be provided with an update after the review process has concluded.

    Customer Answer

    Date: 06/03/2025


    Complaint: ********

    I am rejecting this response because: We will accept the response once we receive payment 

    Sincerely,

    **** ******

    Business Response

    Date: 06/12/2025

    The Company Review Officer spoke with our Claims Department on 6/10, and they advised that *** ****** had signed a release to an agreed upon reimbursement amount.  The Company Review Officer then spoke with *** ****** yesterday 6/11 who confirmed that he was waiting for the check in the mail and is all set.

    Customer Answer

    Date: 06/12/2025


    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:10/08/2024

    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 am writing to express my concerns regarding the rebate process for the United Illuminating EV charger installation program, which my wife and I have been navigating since our purchase of a plug-in hybrid vehicle in February 2024. We intended to utilize this program to receive up to $1,000 to help cover the costs of the EV charger and its installation. I submitted our rebate application, complete with all required documentation, in late February 2024. Since that time, I have experienced significant delays and limited communication from United Illuminating. Despite my efforts to follow up regularly, I have received sparse responses, often being told that I would be contacted soon. Unfortunately, these assurances have not materialized. In August, during my latest inquiry, I was informed that United Illuminating had discontinued its partnership with **********, the entity previously responsible for processing rebate applications, and that they no longer had any record of our submission. I resubmitted our application but have yet to receive any further updates. Most recently, I reached out again for an update and have not received a response. This lack of communication and clarity raises serious concerns about the management of government-subsidized funds intended for this program. For your reference, United Illuminating has a dedicated division that handles EV rebates. More information about their program can be found here: **************************************************************************  I am prepared to provide all relevant email correspondence to assist in your investigation. Thank you for your attention to this matter.

    Customer Answer

    Date: 10/08/2024

    Hello,

    I'm not sure if it is because you reached out to them but I promptly got a response from a manager on the EV team apologizing for the delay and promising to expedite the application. The email I received is as followed:

     

     

    Hello Justine,

    My name is ******* ****** and I manage a few EV programs for United Illuminating and other operating companies of Avangrid (the parent company of UI). I received a notice that you have been attempting to apply for the CT EV Charging Program and have had significant issues.

    First, I’m very sorry for the delays and gaps in communication you’ve encountered. I recognize that you’ve attempted several times to move this forward without results. This is not the experience we want to provide and are constantly trying to improve. I’ll work with you to get this sorted out and improve your experience going forward.

    Second, for context, we have been in the process of drastically improving the enrollment experience for this program, and part of that has been in our application process for the upfront rebates that you’re applying for. In the very near future, people enrolling into the program will be able to simply apply to the program and participate in the same web portal, but this is under development. Obviously, that is little consolation, given your difficulties, but you happened to fall into the cracks during this transition to our new provider. This is, of course, not an excuse for delays and poor communication.

    Third, I will make sure your rebate receives expedited review and, assuming everything is in order, immediate payment to your payment . The person who holds applications and supporting documents is out sick today, so I don’t have the files in front of me, but he will be on top of this immediately. To make the actual payout of your rebates happen as fast as possible, you can get started by downloading the ev.energy app to your mobile phone, create an account (using the email you used on your application), enroll your EV and/or EV charger in the app, and add your payment information. That way, as soon as we determine that your application is sufficient, we can click “pay”.

    Please let me know your thoughts and concerns. We are fortunate that we have a very powerful and well-designed mobile app, so participation in the program will be smooth once you’re “in.”

    Thank you and we will talk soon,
    ******* ******

     

     

    Given that they have a sense of urgency to complete the application I'm not sure how necessary it is to follow through with this complaint/ what the next steps should be? I don't like that it took being reached out to by the BBB to finally get a response from them but maybe it'll be enough to get their act together for other applicants in a similar situation. Please let me know your thoughts.  

    Business Response

    Date: 10/21/2024

    After receiving the intake, the Company Review Officer contacted the Manager of Delivery Programs & Products to check the status of the customer’s EV rebate application.  The customer’s application was originally sent to ********** for approval but was delayed as the Company has since moved away from this vendor.  The Company apologizes for the customer’s experience.  

    The Manager contacted the customer directly to manually process their EV rebate on 10/8.  The customer submitted the missing information required to process the application and their EV rebate was approved as of 10/9.

    The customer has officially received the rebate and are in the program now.

    Thank you for contacting the Company.

    Customer Answer

    Date: 10/21/2024


    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,

    ***** ******
  • Initial Complaint

    Date:10/03/2024

    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.
    The United Illuminating Company has wrongfully shut off my electricity twice since I moved to a new address. Before moving to our new address, I contacted The United Illuminating Company and gave them the information about our new address and was told that the service would be transferred upon our move. This was not accurate information. The United Illuminating Company failed to properly update the details of my account. Any time a different tenant moves into our old apartment and starts/stops service, our electricity is terminated in error because the old address is still linked to our account, even after updating this information several times. I am also pregnant and have medical needs that require me to have access to electricity. The first time our power was wrongfully shut off, I was on hold for over 2 hours. After being on hold, I explained the error that was made due to the lack of transferring our account and was told it would be updated and taken care of. Again, this was not accurate information. The most recent time, we did receive a shut-off warning notice, but contacted the United Illuminating Company and were told if we paid a certain amount before that date, we would not have our power shut off. We complied and they did not.

    Business Response

    Date: 10/15/2024


    After reviewing the customer’s records, *** ******** contacted the Company on 7/23/24 to have a move in processed for her current residence as of 7/25.  Following this, the customer’s services were disconnected for non-payment on 8/7.  There was a shutoff notice generated on 7/17 and a final notice generated on 7/24 which were both sent to the customer’s prior address.  The disconnect amount from the final notice was $1,261.50.  The customer made a payment on 7/30 for $1,000.00 but still owed a balance of $261.50 which is what led to the disconnection.

    On 10/2 the customer’s services were also disconnected for non-payment.  There was a shutoff notice generated on 9/16 & a final notice generated on 9/23.  These were both sent to her current residence. The final notice featured a disconnect amount for $465.20.  A payment was made on 9/27 for $200.00, however, the customer still owed $265.20 and as a result was disconnected.  After contacting the Company on 10/2, the customer’s services were restored.

    The Company Review Officer left the customer several messages to discuss her concerns but have not been able to reach her and are currently awaiting a callback.

    Thank you for contacting the Company.

    Customer Answer

    Date: 10/16/2024


    Complaint: ********

    I am rejecting this response because:

    Both times the power was shut off, we were told that it WAS NOT because of owing a balance. I travel for work and was not available when the rep from UI called me. I called him back on 10/15 and left a message. 

    Sincerely,

    ********* ********

    Business Response

    Date: 10/29/2024

    The Company Review Officer was able to make contact with Ms. Gonzalez on 10/24 to discuss her concerns.  The Review Officer apologized for the misinformation given regarding the disconnections and gave the customer his direct contact information should she have any future account concerns.

    As a courtesy to the customer for her experience, a goodwill credit has been applied to her account and will appear on her next billing statement.

    Thank you for contacting the Company

    Customer Answer

    Date: 10/30/2024


    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,

    ********* ********
  • Initial Complaint

    Date:08/27/2024

    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.
    Investigate why prices are so high. Last two bills total $2800 for just July and August. Whole year last year was $4200. State wide extortion for fees which more than doubled the expense of electricity. This is unacceptable State Attorney General should be involved.

    Business Response

    Date: 09/09/2024

    The Company Review Officer has been attempting to contact *** ********* to discuss the recent increase to the Public Benefit Charges on her monthly bill.  The Review Officer made contact with the customer last week and was instructed to call back, however, he has been unable to make contact with her since.

    The Public Benefits Charge consists of the Non-bypassable Federally Mandated Congestion Charge (NBFMCC) and the Combined Public Benefits Charge (CB). The Combined Public Benefits Charge includes three separate charges.

    • Energy Assistance Costs: Includes the costs associated with various assistance programs and outstanding balances.
    • Energy Efficiency Programs: Includes costs associated that support conservation.
    • Renewable Energy Investment: Includes cost associated with the Renewable Energy Charge set by the Connecticut General Statutes.

    The increases to the Public Benefits Charges were primarily to pay for the costs of policymakers’ energy efficiency & financial hardship assistance programs. This was done through the 2024 Revenue Adjustment Mechanism (RAM) process that began in February 2024 and concluded this summer.  These rates are reviewed annually through the RAM process and are adjusted annually, so rates change based on the ongoing assessment and reconciliation process.

    The Company is not able to make changes to these rates and customers are required to pay this charge as it is a part of their monthly bill.  The Company empathizes with *** *********** concerns regarding these increases. The customer can express her concerns with a Connecticut policymaker as this is a policy related matter.

    Additionally, we do see that the customer’s usage for her June & July 2024 billing cycles have gone up significantly compared to prior years. There was a meter test attempted on 7/26 which wasn’t completed because the technician came when the customer’s husband was busy and didnt want services interrupted.

    We would like to reschedule the meter test if we are able to make contact with the customer to ensure our equipment is functioning properly.

    Thank you for contacting the Company.
  • Initial Complaint

    Date:08/26/2024

    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.
    United Illuminating is a monopoly and is charging erroneous rates to its customers. The whole company from the top down needs to be investigated as to their criminal like billing. Specifically someone needs to look into the Public benefits charges and if what Eversource is charging their customers they continue to disrespect is legal. We know it isn't ethical."

    Business Response

    Date: 09/06/2024

    The Company Review Officer contacted *** ****** to discuss the recent increase to the Public Benefit Charges on his monthly bill.  The customers concerns were not resolved, but the Review Officer advised the customer that the best way to move forward in addressing his concerns is to contact a Connecticut Representative or Senator as this is a policy related issue.

    UI is legally required to sustain certain costs and pass them on to our customers.  These costs include the Public Benefits Charges. These are state mandated costs which provide no additional revenue to the Company.

    Customers are required to pay this charge as it is a part of their monthly bill.  Public Benefits Charges can be broken down into two key components:  The Combined Public Benefits Charge & Non-Bypassable Federal Mandated Congestion Charge (NBFMCC).

    The increases to the Public Benefits Charges were primarily to pay for energy efficiency & financial hardship assistance programs. This was done through the annual Revenue Adjustment Mechanism (RAM) process that began in February 2024 and concluded this summer.  The Revenue Adjustment Mechanism (RAM) is reviewed and adjusted annually, so rates change based on the ongoing assessment and reconciliation process.

    These rates are not permanent. The current tariff increases are expected to be resolved by April 30, 2025, covering a 10-month period.

    The Company empathizes with our customer’s concerns regarding these increases.

    Hopefully, this provides a bit more information. 

    Thank you for contacting the Company.
  • Initial Complaint

    Date:08/26/2024

    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.
    Recently received my electric bill with a charger called public benefits? Which increased by bill an additional $ 133.16 I could not afford my regular bill ! Now this! This is not right why should I have to pay for someone else’s bill

    Business Response

    Date: 09/06/2024

    The Company Review Officer attempted to contact *** ****** to discuss the recent increase to the Public Benefit Charges on his monthly bill.  The Review Officer left three separate messages for the customer and has not heard back.

    The Company is advising our customer’s that the best way to move forward in addressing their concerns regarding this matter is to contact a Connecticut Representative or Senator as this is a policy related issue.

    UI is legally required to sustain certain costs and pass them on to our customers.  These costs include the Public Benefits Charges. These are state mandated costs which provide no additional revenue to the Company.

    Customers are required to pay this charge as it is a part of their monthly bill.  Public Benefits Charges can be broken down into two key components:  The Combined Public Benefits Charge & Non-Bypassable Federal Mandated Congestion Charge (NBFMCC).

    The increases to the Public Benefits Charges were primarily to pay for energy efficiency & financial hardship assistance programs. This was done through the annual Revenue Adjustment Mechanism (RAM) process that began in February 2024 and concluded this summer.  The Revenue Adjustment Mechanism (RAM) is reviewed and adjusted annually, so rates change based on the ongoing assessment and reconciliation process.

    These rates are not permanent. The current tariff increases are expected to be resolved by April 30, 2025, covering a 10-month period.

    The Company empathizes with our customer’s concerns regarding these increases.

    Additionally, the Company offers financial hardship programs & payment arrangement options for customer’s who are having trouble paying their bills.  There are also State Assistance Programs such as Operation Fuel and Energy Assistance which may offer support for qualifying customers.  *** ****** may contact our Customer Care Center at ***** ******** for further assistance.

    Hopefully, this provides a bit more information. 

    Thank you for contacting the Company.
  • Initial Complaint

    Date:08/23/2024

    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 have solar panels that generate more electricity than I use. UI is supposed to pay me for this. The amount varies but is roughly $200/month. It's now over $900. I phoned a few days ago to get this money now and in the future. I was promised a call back but never got it. I was also told that I might only be able to get this money once a year, and that the return call would tell me. The absence of the call, the fact that UI holds onto my money and benefits from its use, and the possibility that it would hold on to MY money for a year before sending it to me, all victimize me. I'd like to get the money I have coming, now and in future, automatically (so I don't have to put in extra energy to get what I'm supposed to). I'd also like to get paid interest on the money that UI has been holding for its own use. I've chosen "refund" below because, while not exactly accurate, it seemed to come closest to what I want.

    Business Response

    Date: 09/05/2024

    After reviewing the customer’s records, The Company’s Manager of Solar Programs and Products contacted *** ******** to discuss his concerns regarding the credit on his account.  The Manager explained that under the buy-all solar incentive, which *** ******** is currently on, any accumulated credits can be cashed out only once per year. 

    *** ******** advised that he would like to move forward with cashing out the balance and there is currently a notification in our system to generate a check to the customer’s address.

    If the customer does not receive his check within the next four weeks, he has the Manager’s contact information so he can reach out to her.

    The customer was satisfied with this resolution and is all set.

    Thank you for contacting the Company.

    Customer Answer

    Date: 09/06/2024


    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,

    ******* ********
  • Initial Complaint

    Date:07/18/2024

    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 am a solar customer and the UI is taking the energy I produce and redistributing it for a profit . I have a credit on my account for $2000 that they refuse to pay me for. This should be illegal practice they are stealing my power I produce and refusing to compensate me

    Business Response

    Date: 07/31/2024

    After reviewing the customer’s inquiry, the Company Review Officer left a message with Mr. **** to discuss his concerns and gave him his direct contact information.  Mr. **** is under the ******* ******.  Customers under the ******* ****** can only cash out an accumulated balance when they close their account.  The customer's must also specifically request the cash out when they close their account.  Only customers under the ******* ****** can cash out once annually upon request.  The customer was also advised the same thing earlier that day after speaking with one of our Care Center Representatives.  The Company Review Officer did not receive a return call from the customer.

    Thank you for contacting the Company.  
  • Initial Complaint

    Date:06/10/2024

    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.
    I am filing this complaint to gain a better understanding of the timeline to give approval on PTO for a solar system at ** ***** ***** in ******* ** with ******* *****. Our panels were installed on April 1, 2024, and our town inspection was completed on May 10, 2024. United Illuminating came out to swap our net meter on Tuesday, May 14. On May 16, our self-inspection documents were submitted to UI, and in the e-mail I received (attached), it stated that UI would review these documents within 5-7 business days. That timeline would bring us to May 28th. When I spoke to ******* ***** to get an update, they stated that it takes UI 10-15 business days to finally give approval for the system to be turned on. With that being said, we are now at the 15th business day, and we have still not received approval for the system to be turned on. Our new billing cycle started a few days ago, and we are missing out on valuable solar production. I would like for someone from the appropriate department to get an update on when we can expect to receive PTO for our solar system. As stated previously, the panels were installed on April 1, and we are now going on over two months of waiting for approval. I would appreciate someone looking into this as soon as possible, as we and ******* have done everything correctly to get the system approved to be operational. Thank you for your time.

    Business Response

    Date: 06/21/2024

    After reviewing the customer’s records and consulting with the Company’s Solar Team, a letter was generated addressed to account holder ****** ******* of ** ***** ***** in ****** on 6/10/24 granting the customer approval to energize their solar equipment.  The Company Review Officer left Ms. ******* a message to advise that the letter had been mailed out and gave his direct contact information should the customer have any additional concerns regarding this matter.  The Review Officer did not receive a callback from the customer.

    Thank you for contacting the Company.
  • Initial Complaint

    Date:04/15/2024

    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 live in a 2 br apartment, my electric bill is around $267.40 a month, United Illuminaing wants me to pay my bill in advance. I made a payment yesterday, and it didn't show on my account, so I did it again, and UI took two payments, and my bill for May is now ( - ) $267.90. I'm supposed to receive payment statements via email, they have not arrived.

    Business Response

    Date: 04/15/2024

    I reached out to Ms. ***** for a better understanding of what occurred. A payment was made online via the ** *** option, the customer didn't receive an email confirmation of the payment already entered and she then entered another payment. I understand the confusion caused by the lack of email confirmation. I advised the customer should that situation occur again, she can reach out to the company so that it can be rectified immediately. A refund will be processed for the additional amount of $267.40.  

    Thank You

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