ComplaintsforHawaiian Electric Company, Inc.

• Initial Complaint

  02/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  For the month of January ****-Till present weve had multiple, multiple power outages & yet still having to pay electric after losing so much of it in a months span. Groceries in my icebox spoiled, electronics arent used for emergency calls etc.

  Business response

  02/13/2024

  Hawaiian Electric?s response is attached.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This month wine electric started an extra charge for paying bills on the telephone, now you would expect the automation to be quicker or something different about it, but it was the same exact thing pain mantis. It was the same automated voice same automated program everything was exact but the charging was doubled for what what am I paying for, automation is easier than ever and cheaper than ever, this is just agreed issue? It doesn't cost them anymore in fact they probably laid off some employees because of payments automation. Why do I even have to pay money to pay my bill, when I was growing up that was unheard of. I don't think it's inflation because if it was inflation that means I'd be making twice as much money since you're getting paid twice as much. On their commercials they come on as being fair honest caring people, it's more like money grubbing people lying dissecting deceiving conniving cheaters and Liars. I just figured I'd say something now that it's early on because things never get better it only gets worse one thing always leads to another, the amount of money was minimal but it never stops there, it won't stop until somebody says something.

  Business response

  12/18/2023

  Attached is Hawaiian Electric's response to complaint #******** from *************************.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Received a debt collection notice from ************************ on 11/21/2023, representing Hawaiian Electric for a past due of $32.43 for a July billing. I never received a July billing from ****. Note that my last payment to **** was dated 9/5/2023 as FINAL bill. If I had a July billing from ****, it would have included the $32.43. AGAIN, note that my last check to **** was 9/5/2023 and that was paid late for purposes of waiting for any other invoices due.Copy of the ************************ response was sent to **** for their response to send a copy of the July or final bill reflecting the balance due of $32.43 and to protect myself from any kind of scam. I am aware of how easy it is to make up things on the computer to present as "authentic", therefore having a response directly from **** to provide a copy of the actual past due would be prudent on my part. AS OF 12/4/2023 THERE HAS BEEN NO RESPONSE FROM **** FOR A COPY OF THE PAST DUE INVOICE.12/5/2023 called customer care for a copy of the past due invoice. After listening to 2.5 minutes of payment options, finally reached a real live person, ****, explained the situation and requested a hard mailed (not email) copy of the invoice reflecting the past due of $32.43. Over 15 minutes on the phone with **** to obtain a hard mailed copy of the invoice. This is to be mailed and **** informed me she will have the **** collection department contact me directly as well.

  Business response

  12/16/2023

  Attached is Hawaiian Electric's response to complaint from *************************.

  Customer response

  12/16/2023

   
  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

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Hawaiian Electric Company is mismanaging our account # ************. Last year, when we were current on our electric bill in August 2022, my husband noticed that our HECO bill was $0. for 2 months. I called the Electric company and they said, "For some reason we are unable to generate a bill for your account. " No explanation was given and we just trusted that they would generate a bill. They said maybe the meter wasn't read or something. So we waited, no bill was generated until January 2023. When we did receive a bill, it was $1500 and at that time I called and they offered me an installment plan which I agreed to. However, I asked them how would I notate the different payments for my current home, **** Kumano St. and my duplex **** A Kumano St. and my installment plan. They said there would be no problem. So after the installment agreement was settled, I was sending $150.00 for **** A Kumano St. and $150.00 for the installment plan while my husband was paying for our home which is *************** After a few months, I found out they were applying my installment payment to my home ****************************** that I was delinquent on the installment plan and the **** A address and threatening to disconnect our electricity. On Sept, 7, 2023 I received a letter with my bill that said "After a review of the billing system, we have discovered that your billing invoices have not been sent out in a timely manner. Please call our ************************** if you wish to make payment arrangements. So I called and the bill came up to $2200 and they said it would be over a 2 year installment plan. I agreed to that even if it was through no fault of our own. Then my husband told me that our home account had no bill and I surmised that they were using money I was mailing for the **** A home and the installment plan even though I earmark it on my checks. When I called they said "Oh you should just submit 1 check to pay everything because we don't read what it says on your check." The person said, we will check how your payment is applied and you can call us back. However, when my husband called today to pay our balance (for our house) they told him he owes $2200 which includes the installment plan. Why would I create an installment plan if I could pay off the whole mess of their dilinquent billing. As a business, shouldn't they be accountable for their billing practices? Like applying the correct payment to the correct bill? They keep threatening to disconnect our electricity even though they created an installment plan.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I just got our electricity back on after it being off for about 9 months. I hustled to get it back on by applying to different organizations and ask Department oh Hawaiian Home Lands who in the end was the entity that covered the costs through a sister company. Nearly a week of it being on my house buys NEW FANS. 8 standing ones that oscillate, not ceiling fans-like they said in their report. They accused us of not protecting our equipment but all of our fans were plugged into surge protectors as were our televisions and refrigerator.There was not a power outage like the company said but literally power surges you could see electric coming out the light bulbs and power outlets. It straight burnt my fans, refrigerator, tvs, surge protectors, outlets and breakers. ?????? ?????????? ?? ?????????????? ???? ?????????????????? ???????? I couldn't stop the current. ???????? ?????????????? ???? ???? ?????? ???????????????????? ???? ??????????????????, ?????? ?????????? ????? ?? ?????????? ???????? ???????????? ????????????????????????. ???????? ?????????? ?????????? ?? ???????? ?????????? ???????????????? ???????? ?????? ???????? ???? ?????? ???????? ???? ???????? ?????? ???? ?????????? ???????????????? ???????? ?????? ?????? ???? ??????????!

  Business response

  08/28/2023

  Hawaiian Electric?s response is attached.

  Customer response

  08/28/2023

   
  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,
  
  Symphonie Cubit

  Customer response

  08/28/2023

  Please let me change my complaint why does it have all question marks??? That is not how I left it!!! There was words when I submitted it!!!!

  Customer response

  08/29/2023

  MOC: power surges

  Date of surges: 4/24/23

  Date of Complaints: 5/17/23

  Purchase Dates: 4/1/23(Fans), 11/15/22(television),                12/12/20(refrigerator) 

  Salesperson: *************A-Center/ ******************* 

  Products: 8 Standing Oscillating fans

  1-62 inch **** Smart TV

  1-Double Door Stainless Steel Refrigerator with bottom freezers

  HECO ACCT # ************

  No Orders were done!!!

  Total Purchase Amount: $2100

  Payment: My money 

  Disputed Amount: None I only asked for Replacement of my items

   

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was on the 14 of June trying to pay my electric bill thru Hawaiian electrics third party sitePaymentus Paymentus came up with an error message every time I tried to submit a payment. The next following days I see $6000 missing from my bank account. I panic and call the bank and they tell me that I need to reach out to Hawaiian Electric since I tried to pay my bill there the other day. The bank suggest me to close down the account and get a new one, so they cannot charge me any longer.I call Hawaiian electric and asking for my money back. They tell me I have to wait 3 weeks for the money to clear. So I wait 3 weeks. Then I call them again and asking for my money back and now they dont wanna give me my money back and say I need to file a dispute with my bank. Which I dont understand, when it wasnt the bank that made a mistake but Hawaiian electric third part site Paymentus. My bank say I cant file a dispute with them since account is closed. ******************************************* wont give me my money back. I want my money back. Asap Account number ************

  Business response

  07/14/2023

  Hawaiian Electric's response is attached.

  Customer response

  07/14/2023

   
  Complaint: 20285608
  
  I am rejecting this response because:

  ****** Electric accusing me indirectly that I am during fraud.
  

  I have already told you guys that Paymentus came with an error every time I submitted a payment.

  So I didnt know, that it went thru.  

  I had bills for 394 dollars on all my accounts. That is why I paid 500 in to the account. 
  

  You guys talking like I work for you guys and should know everything about your system and processes. 
  

  And the you indirectly accusing me for committing fraud. 
  

  This is why everyone hates Hawaiian Electric. Even if you blind they will still shut off your electric, if you owe them a 100 dollars 10 days overdue.
  

  They bothering all landlords with ID Selfie picture if a new tenant moving in.
  

  And then they are disrespectful, talking down on you. Accusing you for ****, just because they dont have any competition here in ******. 
  

  But guess what - ************ gonna beat you guys sooner or later. And you cant hold my money forever, sooner or later it will go to unclaimed property.

  *********************. 
  
  Sincerely,
  
  ********************

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, May 1st around 7:15pm HST, ***** personal physically climbed on the roof and cut my apartment building's power (with a full police escort), then took/disabled the meter right off the apartment complex, without prior notice (to the tenants inside) to two apartment units with DISABLED TENANTS in them, after hours, AT NIGHT. I was one of the disable tenants who relies on medical devices that require electricity. There was no actual resolution or timeline offered to **. We still don't know when power will be restored. This action was horrifically immoral and unacceptable for a utility company. And frankly, violates tenants rights laws, the ADA ********** with Disabilities Act), and the rules of the *************************** of ******. I have medical devices that I rely on to literally just cope with my existence. ***** basically decided it was a "good idea" to again, come, AFTER HOURS AT NIGHT and fully cut power to two disabled people and other tenants in the building. Acting like we have no rights. And yes, the landlord is current on billing and paid up, has never been late. ***** claimed a "safety issue was to blame, but I know it's a bogus cover story for a ***** meter tech who came earlier in the day and had an argument with the landlord about the meters. She (******** - not sure of spelling) had a full, outrageous power trip, and several hours later, came with a full police ****** (literally 4 officers) to our units, and had the power cut at night. This left ** without power for an indeterminate amount of time. Unacceptable. Is ***** going to pay my medical bills? Pay for the food rotting in my fridge? What if one of ** had a breathing machine or a CPAP? We might be dead. And Helco would be liable.

  Business response

  05/10/2023

  Aloha,

  Hawaiian Electric's response to Complaint ID: ******** is attached.  

  Thank you.

  Customer response

  05/19/2023

  I didn't have a chance to respond to the business due to health issues. Here is my response. The matter is not resolved. 
  
  I just read Helco's letter (pdf). The letter is clearly making bogus claims. It was on entirely false grounds that the power was cut, contrary to their statement. A certified electrician with 30 years experience in ****** inspected the meter for any safety concerns (and tampering) and found no such issues the day after power was cut. Attached is certified/signed proof from the electrician (see PDF). This is hard evidence. 
  
  Furthermore, no one mentioned medical devices when police arrived because the disabled tenant that answered the door was completely taken back by what was happening and didn't know what to say in the moment (my neighbor). A state of disbelief. I myself was NOT HOME at the time of the power cut. I had zero ability to relay information to police/Helco when I wasn't even on premise during the cut, and Helco themselves DID NOT INFORM ME this was happening. I learned of it when I got home that night.
  
  Also, the electrician informed me and my landlord that he had never seen something so malicious in his entire career - to cut power at night without tenant notice (and then being disabled). He specifically said that there were SEVERAL other ways ***** could have handled the situation as to not disrupt lives, even if they did suspect tampering as they continue to falsely assert. 
  
  1. THEY ABSOLUTELY DID NOT HAVE TO DO IT AT NIGHT, AFTER HOURS 
  
  2. THEY ABSOLUTELY DID NOT HAVE TO DO IT WITHOUT ADVANCED WARNING TO TENANTS 
  
  3. THEY DID NOT HAVE TO PHYSICALLY CUT THE LINE FROM THE BUILDING. 
  
  The *************************** of ****** also agreed with me, saying *****'s actions were unjustified and unnecessary, and they broke several rules. They sent an official complaint to them. The only reason ***** decided to restore power 4 and 1/2 days later was because they had the *** and my landlord's lawyer breathing down their neck, and myself reaching out to local news organizations, locally elected officials, and posting on social media. Incredible pressure. 
  
  But that isn't enough. They royally messed up. This isn't resolved. 
  
  Thank you.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our business electricity was disconnected yesterday with 30 days past due. When I called to complaint, the manager kept saying technically they can disconnect anyone or business after 10 days past due. I told them and confirmed with their record that my previous month's payment was made on 9/27, and therefore when I received the final disconnection notice dated 9/28, I did not think it was subject to disconnection. She also mentioned I should have called them to confirm, but as a business owner operating from 8am to 9pm, you only have an option to call during the day when you are ALWAYS on hold for ***** minutes! She said if the final notice is dated 9/28, that means the notice is mailed out on 9/27 already, and work order is in place to disconnect the power which makes no sense. Also, why can't they contact you at least before the disconnection? What are they keeping track of your contact information for if they are not going to ever use it? It seems like HECO almost want you to fail your payment making so they can disconnect the service for generate more fees. I am sure HECO will never disconnect the service for Wholefoods or ******* if they were 10 days past due. Hawaiian Electric being a private entity just like any other non-profit entity, they need to follow the same Anti-Trust Law and should not be abusing their power as a sole service provider in the State to discriminate how and who they provide their services differently. If they are providing the same grace ****** policy before they disconnect the service to Wholefoods and *******, I'll be very surprised, but HECO is disconnecting power to small business account with 30 days past due! Instead of being supportive of local small business, HECO kept repeating technicality to say that they can connect anyone after 10 days. For once, why can they just say, 'you are right, we did not consider your last payment made. Let us reconnect you back today' ? instead I have loss of sale until it's reconnected.

  Business response

  11/03/2022

  Hawaiian Electric's response is attached.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My Electric bill is going from ****** to ******. How can 29 days be ****** to ****** for 31 days. I think the meter is not being checked correctly. account number ************

• Initial Complaint

  08/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  July 25, my electricity was shut off with no prior notice before disconnection.July 26, we contacted HECO regarding sudden disconnection.. They claimed to have called but we didn't receive a call. And sent 2 letters, which is false.Told us we have a balance of ***** And we'd have to pay half to get it turned back on. And that the remaining will need to be paid in 3 payments over the next 3 months.Aug. 3: Recieved a letter of disconnection dated Aug 2 stating that we needed to contact the office and make payment arrangements byAug. 10 to prevent our service from being shut off.Called them(HECO) back asking them to why they sent us a notice now after they shut off our electricity. They claimed its an automated system still wouldn't turn our electricity back on.A payment in the amount of $2000 Called Heco to confirm payment and they said they'd turn it on on Aug.4.They had against their policy and future notice turned off my electricity and caused irreparable damage to my family which resulted in the loss of life of my entire beloved inhabitants of my fish tank as well as left us having to throw away food that I had just bought on the 24th. Had they given reasonable notice as per procedure policy or followed their late after the fact fraudulent notice then the loss of life could have been prevented and my son wouldn't have to spend his birthday burying and morning our pets with no money for food. To prevent further harm done due this incident, after having received authorization for electricity to be turned on after payment was made, and because of last shut off turn on we had at this address we were allowed to turn on our electricity per their reqiest and instruction, I restored the unauthorized shutoffThe following day when worker came, late in the day, instead of getting on with his work, he turned it off and took our meter!?! When spoke with HECO we were informed that we now needed it paid in full and added an additional 300 fordoingtheirjob

  Business response

  08/15/2022

  See attached response

  Customer response

  08/16/2022

   
  Complaint: 17680101
  
  I am rejecting this response because:

  The final notice of disconnection should have been sent prior to any disconnection. As it clearly states that there was a set time frame ending at August 10th. BEFORE service will be subject for disconnection without further notice.

  While the full payment wasn't made, a majority was with the raining balance to be paid through liheap once service was reconnected. There was no unlawful, unauthorized tampering or damage other than to a ************* "seal" and only after the electric was "authorized" to be turned back on the following day.

  Even though it was still well before the date that my service was subject to disconnection according to their own Final Notice Before Disconnection. 

  Causing further distress and now the inability to recieve the assistance from liheap due to the disconnection. 

  This is seriously inhane as I have been now suffering with 2 children in this insane heat and stench of sweat and so much more financial burden. And lack of resources and nutrition has caused my disability to become exasperated and my health declining significantly as well as the mental health of my children. One of which has had a mental break and threatening suicide while if it weren't for the second child, I would understandably join him in our quest to unalienable ourselves because of the cruel and unusual punishment we are receiving after making g such an enormous payment and loosing such a big part of our family, on his birthday, for breaking a ************* seal and reconnecting a service which shouldn't have been disconnected in the first place with the slap in the face being this notice before disconnection coming well after the actual disconnection.
  
  Sincerely,
  
  *******************

*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. ↩