Business Profile

Electric Companies

Orlando Utilities Commission

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Complaints

This profile includes complaints for Orlando Utilities Commission's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

59 total complaints in the last 3 years.
22 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.

Initial Complaint
Date:02/22/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
Our water bill states we are using over ****** gallons of water a month. We are a two-person household with no excessive usage. I have had an irrigation company and plumbing company come out to check for any leaks. We do not have any leaks past the water meter. I submitted a complaint about the excessive bill back in early January to OUC and do not have any update. I am being charged for water not used.
Customer Answer
Date: 02/29/2024
I had contacted OUC on 2/22/2024 and spoke with **** in regards to the water bill and the meter investigation to be done by OUC. She told me that OUC had investigated the meter, re programed the meter on 1/30/2024 and in order to adjust my bill I would need to call back in the next Thursday (2/29/2024) so the bill could be manually adjusted.
I called back in on 2/29/2024, spoke with a representative who stated that I was told incorrectly and my bill was high due to irrigation days....I asked about the meter re programming issue and she stated that there was nothing wrong with the meter, she told me that when I checked the meter the water was not shut off all the way? I have no idea how they would be able to validate that statement. I then asked to speak with a supervisor, she said they would call me back.
Customer Answer
Date: 03/16/2024
OUC had an auditor come to our home to investigate the issue. The investigator said that our irrigation system had 3 programs and ran them all. The issue with that is of the 2 programs in question one had only one zone to run for 4 min while the other had 0 min for all zones. This would not impact the usage issue. Subsequently OUC came out and replace the water meter at the street with an analog meter and telemetry. No reason was given as to why they replaced the meter, I would only assume the other was bad making my issue valid.
Business Response
Date: 04/03/2024
OUC cares about our customers concerns and appreciate our customer discussing his experience. Our customer contacted us regarding their high water bill concerns at ******************************; After the account was reviewed, a water audit was scheduled. The conservation specialist determined there was no evidence of meter malfunction and the high usage could be related to the irrigation system.
The watering schedule had both programs A and B running. Program A was 2 times a week and program B was every day of the week. This was corrected during the audit with our customer present.
We recommended our customer through ********************** website to access daily usage information for tracking purposes.
We hope this information was helpful in addressing our customers' concerns.

Customer Answer
Date: 04/03/2024

Complaint: 21331053

I am rejecting this response because:
The response from OC did not address the below in my previous comments. I do not agree with the auditors assessment.

OUC had an auditor come to our home to investigate the issue. The investigator said that our irrigation system had 3 programs and ran them all. The issue with that is of the 2 programs in question one had only one zone to run for 4 min while the other had 0 min for all zones. This would not impact the usage issue. Subsequently OUC came out and replace the water meter at the street with an analog meter and telemetry. No reason was given as to why they replaced the meter, I would only assume the other was bad making my issue valid.

Sincerely,

*******************
Initial Complaint
Date:02/19/2024
Type:Billing Issues
Status:
UnansweredMore 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.
Dear Orlando Utilities Commission (OUC) Customer Service,I am writing to dispute a charge on my recent bill for a "Reconciliation Adjustment" in the amount of $200.18, referencing the billing period from 8/09/23 to 12/06/23.Upon reviewing my monthly totals for the specified time period, as provided by an OUC representative I spoke with today, it's evident that there is a discrepancy between the billed amount and the actual usage:- 8/9 - 9/7: $294.90 - 9/8 - 10/6: $240.59 - 10/7 - 11/7: $248.29 - 11/7 - 12/6: $185.68 - 12/6 - 1/5/24: $159.62 The total of these monthly amounts does not align with the $200.18 charge I received for the reconciliation adjustment. Based on my calculations, I believe there has been an error in the billing process resulting in an overcharge.I kindly request that you conduct a thorough review of my account and promptly credit the disputed amount of $200.18 back to my account. I trust that ********************** will rectify this issue in a timely manner to ensure accurate billing.Please acknowledge receipt of this dispute and provide confirmation once the credit has been applied to my account. If you require any further information or clarification, please do not hesitate to contact me at ************. Thank you for your attention to this matter, and I appreciate your prompt resolution of this dispute.Sincerely,Marvel Brown ******* Number: ********** ***********************
Initial Complaint
Date:01/30/2024
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 had requested OUC add an irrigation meter for my home and small yard (at a cost of $1,140). After the request was made, I was informed that I could ask OUC to calculate my expected savings by adding the irrigation meter. I called OUC and they explained that I would save very little if any money. At that time I canceled the request. I then received my bill which included the $1,140 fee. I wrote OUC and asked to have to the fee removed and to cancel the irrigation meter. I received an email stating that it was canceled and removed. However a week later, the charge remains. I have had to cancel my autopay to prevent OUC from taking the $1,140 from my checking account. However, I am still unsure how much I need to pay on my bill as the bill does not add up correctly. My request is for OUC to (1) cancel the irrigation meter (2) remove the $1,140 from my invoice (3) advise on what amount is due once the $1,140 is removed so that I can pay my bill. Thank you in advance for your time and assistance. Account **********.
Customer Answer
Date: 01/31/2024
OUC finally responded yesterday and explained the situation and gave me the amount that I need to pay. I have paid the monthly amount online and as long as the next monthly statement removes the irrigation charge then it is OK to close this dispute. Thank you.
Customer Answer
Date: 01/31/2024
OUC finally responded yesterday and explained the situation and gave me the amount that I need to pay. I have paid the monthly amount online and as long as the next monthly statement removes the irrigation charge then it is OK to close this dispute. Thank you.
Initial Complaint
Date:01/11/2024
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.
Orange County Utilities called me on 1/9/2024 and left a voicemail my electrical usage is higher than normal. I called them back and was told my bill was *******. My normal usage in winter is around the 300 dollar range. The agent on the phone said my usage on a daily basis has been extremely high so I requested a tech to come out and they said it would be *****. Insult to injury, I said yes, what choice do I have. I can't afford almost 50 dollars per day in electricity. She told me the tech would arrive Friday the 12th or Tuesday the 16th. I asked to have it rushed so I can see if the problem was me or the meter and she transferred me over to dispatch, over 45 minutes, to see if they can help, but was not any help and then request a call back from OUC customer service, who then told my wife there is nothing more they can do and hung up on her. Around the end of November, beginning of December they replaced my meter saying it was not working. Also, according to *******, that is when my usage was higher, she did not put blame on the meter since it was a new meter. I spent ****** dollars to have an electrician come out to test all my connections. Every is operating as it should be. I would think OUC would make this a priority or show some empathy in the process. The customer service in my experience was not very good. I just want it fixed and credited the cost of the electrician. This is a problem OUC created.
Customer Answer
Date: 01/25/2024
OUC has called and said my bill has been adjusted and a credit applied for the electrician to come out. Thank you, please close out.
Customer Answer
Date: 01/29/2024
OUC has called and said my bill has been adjusted and a credit applied for the electrician to come out. Thank you, please close out.
Initial Complaint
Date:12/07/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
On October 30, 2023 I received my monthly bill summary from OUC regarding water and electricity usage stating we used ****** gallons of water and was being charged $275.43. Our water usage up to that billing cycle was consistently $30-50 per month, and had been this way since we moved into our home in 2020. We do not have a sprinkler system, pool, newly laid sod, or any other high demand item and we had a plumber come and check for leaks. It was confirmed we did not have any leaks. We called OUC and had to speak to numerous customer service agents who insisted we had a leak and the bill was our responsibility. We tried reaching out on social media and were told we'd receive a call in 48 hours but never received a call. My husband requested an audit be done and scheduled us with the customer service agent. We called back to confirm the audit ************* and were told we never requested an audit. We asked to escalate the issue to management and were told that was not possible. We tried calling again and finally reached someone to help, and they forwarded our issue to a manager who told us the meter was faulty. The historical data showed us not using water on days we were home and using water on days we were not home, and showed 0 gallons for the entire month of September. The manager called us and assured he was working on it. We've never heard from him since and his number goes straight to voicemail whenever we call. We're seeking a refund of $225 which is the difference between the bill we received in error and our average usage. OUC remains unresponsive to us via phone or social media.
Business Response
Date: 01/09/2024
OUC cares about our customers concerns and appreciates our customer expressing their views with us.

We are sorry to hear our customer was not able to speak with a supervisor during their initial request or no follow up since the last conversation to ensure all concerns were addressed.

Our records show that our customer called to inquire about their October statement particularly the increase in the water portion of their bill on October 30, 2023.

A request was submitted to have the meter check which included a reread, communication check, water audit (canceled) and meter exchange.

Our customers account was referred to our ****************** to complete a bill review for corrections already reflected on the account as of January 9, 2024.

An updated statement reflecting a breakdown of the cancellation and corrections made to the account will be mailed to our customer.

We have requested that our customer be contacted by a member of our Supervisor/Management team to ensure all concerns were addressed and continue to uphold OUCs commitment to providing excellent customer service.

We hope with this matter resolved our customers confidence in OUC will be restored.
Customer Answer
Date: 01/18/2024

Complaint: 20971778

I am rejecting this response because:
OUC admitted there was an issue with our water meter. This employee also indicated this type of water meter being used at our residence by OUC was an old meter, a faulty meter, and was requiring replacement all across the city. We had our water meter replaced in January ****. However, OUC has not reconciled our statements financially and provided a refund for all of the months in which we overpaid due to a faulty water meter. It is our request that OUC provide financial reconciliation for all months in which we were impacted and paid a higher bill as a result of a faulty water meter that they delayed to replace.

Sincerely,

***************************
Initial Complaint
Date:11/29/2023
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.
Ouc is continue disconnecting my lights to gain reconnecting fees each month it becomes early and earlier it's making no sense that it's aloud to do this and we can't pick our own electricity company
Business Response
Date: 01/09/2024
OUC cares about our customers concerns and appreciate our customer discussing her experience. We have worked with our customer to explain billing and provide account management options to avoid a disconnection of service.
We offered power pass (prepaid service a self managed acc), resetting password for online account management, agency phone number for payment assistance, how to be eligible for a pay plan, offered to send account financial history, and offered to review the bill due dates and payments to understand why the services are being disconnected. Our customer accepted to receive billing updates via text. to better manage the account.
We hope the tools provided will assist our customer going forward.
Initial Complaint
Date:11/11/2023
Type:Order 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.
Orlando *************** is systematically gouging customers. Since May 2023 our water bill increased 100% with absolutely no explanation.This is illegal! ** residents are crushed by auto/home insurance, electrical utilities and now OUC stepped up to the plate as the most egregious offenders. I demand action immediately!
Business Response
Date: 01/09/2024
OUC cares about our customers concerns and appreciates our customer expressing their views with us.

Unfortunately, we were not able to locate an account with the information our customer provider about their concerns.

Our customer is welcome to resubmit their request by providing an account number, service address or phone number listed on the account.

If they would like to speak with a customer service agent,please contact us at any of the numbers shown below. **************** agents are available Monday to Friday from 7:00 am to 6:00 pm.

****************************************
************
Toll-Free **************
www.OUC.com

Upon receipt of this information, we will be happy to help you.
Initial Complaint
Date:10/24/2023
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.
I called OUC to transfer ****************** to *********************************** on Wednesday August 2, 2023 - meter #5XD09502, before my lease end date of Thursday August 3, 2023. I transferred out of **************************************************** Meter #5XD12337 on Thursday August 3, 2023.When I received my bill **** date 09/13/2023) - I called a second time to explain the above statement. I spoke with ******* at 10am about this error. My phone record indicates this was an 18 minute call. Nothing was done.I called OUC again for a 3rd time on Thursday September 28 when I received my next months OUC Electric Bill and noticed I was still being chargedfor both apartment ************** meters. A representative said that they did not see a call in to stop service and I was told that they had to Investigate and to call back in a week or two.I called again a 4th time on Friday October 2, ************************************************************** that I never stopped service to Unit **** meter # 5XD12337.When I called yet a 5th time on Friday October 6, 2023 from 2:18pm-2:57pm I was on Hold and then finally connected with ******* from 2:57pm until 3:07pm. ******* only referred back to August 2nd when I transferred service but did not stop service as I was needing to clean out old apartment #**** the day after I transferred Apartment Units.I was put on hold one last time for one more minute. Now a ******* was on the line and in one minute she stated that I never stopped service. Again, OUC customer service representatives referred back to my very 1st phone call on August 2, 2023.Interestingly enough, when I called back yet a 5th time to check the status of my account, I was informed that I stopped my service to Unit **** Meter #5XD12337 on October 2nd, 2023 - this was the date of my 4th phone inquiry, Friday October 2, 2023 By the 13th of August this matter should have been resolved because I called and spoke to ***** to inquire about me stopping service then.J ************
Customer Answer
Date: 11/07/2023
OUC continues to charge me for vacated apartment **** that has new Tenant since last month. How can they double bill and get away with this unprofessional unethical practice?
Now OUC is charging me for a Service charge fee. I have spoken to Management at ********************************* BV apartments owned by Con-Am and was told that this matter is between myself and OUC.
Please help, I do not understand how they can get away with this. I have autopay set up with my USAA account and I am a disabled veteran retired on a fixed income. How could they get away with this??
********************************;
Customer Answer
Date: 11/07/2023
You have my phone number wrong. Please correct.
It is **************
********************************;
Thank you
Business Response
Date: 01/09/2024
OUC cares about our customers concerns and appreciate our customer discussing their experience. After further review of the concern submitted, OUC does find the matter was not handled in a timely manner.
The completed research for Aug 3rd call did find there was no OUC error regarding a stop service as it was communicated by our customer, they would call back to schedule this service. We did find when the customer called back on 9/13, the matter was not resolved. For this cause, the $25 connection fee has been waived and a $50 courtesy credit has been applied to the account.
The current credit balance of $75.00 will be applied to the next bill on 1/22/24.
With this matter resolved, we hope to continue a favorable relationship with our customer.

Customer Answer
Date: 01/20/2024
Yes, OUC reached out to me but only refunded less than1/3 of the money overcharged and double billed. I guess something is better than nothing. Pretty bad that these big corporations like OUC get to practice this immoral illegal behavior and get away with it.

Sincerely,
******************************;
Initial Complaint
Date:10/12/2023
Type:Customer Service Issues
Status:
UnresolvedMore 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.
December 2022, we had fraud on our bank account and because of that, our payment was returned. They were unsympathetic to our situation, and forced us to be on cash-only payments for a year. Now, it was finally lifted, and they’re claiming that the $100 I paid was returned, despite it being drafted from my bank account. They’re saying I need to pay more to avoid our power being disconnected tomorrow, and they’re saying we have to go back to cash-only payments. The mistake is clearly on their end, but they’re asking us to pay more, and punishing us by forcing us back onto cash-only.
Business Response
Date: 01/09/2024
OUC cares about our customers concerns and appreciates our customer expressing their views with us.

OUC processes the payment information that is entered by our customers through our self-service automated line or their online account.Prior to submitting the payment, the customer is notified they are responsible for the information that is entered. If the payment does not process,additional fees may incur.

Per OUC policy, any customer that has two returned payments (Check, Credit, Debit Card) within a 12-month period, will be placed on Cash-Only for 12 months from the date of the first return payment and assessed a $25 return payment fee for each return.

Our records indicate our customer had a total of three return payments within 12 months - see below for details.
November 07, 2022: $100.00
October 03, 2023: $30.00
November 20, 2023: $70.00

Our research shows that our customer was granted a one-time courtesy to lift the cash only restrictions on 10/03/2023. OUC received a third return payment (insufficient funds) reverting the account back to cash only status.

Our customer was granted a courtesy adjustment for one of the $25.00 return fees on November 22, 2023.

Please note: the cash only status will remain valid for ****************************************************************************** fraud a letter from the bank disputing the Insufficient Funds reason should be emailed to ************************************************ received, the account will then be reviewed to possibly lift the restrictions.

We hope with this issue is resolved and hope to continue a favorable business relationship with our customer.
Customer Answer
Date: 01/09/2024

Complaint: 20725234

I am rejecting this response because:
The reason the payments were rejected was that OUC customer service told me they would not be accepting payments through my banks online bill pay system, so I called my bank and alerted them so they would stop the payments. I was then switched to pay online only due to this miscommunication.
Then one day, when the western union pay locations near me were down, I was switched back to being able to make online payments. For some reason, that one was rejected.
Later, I found that the payments registered through the OUC online portal as pay by mail, and they WERE in fact accepted. I made a couple payments that way, and then one was randomly rejected. **************** told me that no payments could be made that way and they would all be rejected. I explained that they accepted a few of them, even when my account was switched to in person only payments. I have since made a few payments this way as tests, and its like every third payment is rejected, all the rest accepted.
This inconsistency and lack of proper information given to customer service representatives has led to major inconveniences, and at least $100 of fees that could have been avoided.
Sincerely,

*****************************
Initial Complaint
Date:10/09/2023
Type:Product Issues
Status:
UnansweredMore 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 was moving into an apartment ***** ********** ********** ******** ** ****** at ******* of Baldwin Park and the apartment office told me to contact OUC and have an account before moving in on 7/10/23. I started the account online and completed the application to start service for the move in date, but then the apartment office told me that the apartment wasn’t going to be ready in time for move in and gave me a different unit ***** ***** **** *** **** ******* ** ******* As such, I called OUC to make the change and things were fixed. Fast forward to my first OUC bill, it was way more than expected ($363). I checked the details of the bill and saw that OUC was charging me for both apartments. As such, I contacted OUC and discussed the issue. They wrote a report and stopped the service for the **** ********** *********. They also told me to call back for the results of the report. I called back the following week and there was no movement on the report and the bill was still present on the account. I called back several times through August and Sept 2023 with no movement on the report, but increases on my utility bill for the **** ********** ********* apartment. On October 2, 2023, I get a call from OUC stating that I need to pay my balance for the **** ********** ********* or they were going cut power to both places. I called the next day and they concluded from the first call related to moving services that I never said move service and instead just started a new service. As such, I had no choice but to pay the remaining outstanding balance of $266.11. This claim is to investigate that initial call and see if I can get a refund for electricity not used at **** ********** **********

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Orlando Utilities Commission

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