Complaints

This profile includes complaints for Orange and Rockland Utilities Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Orange and Rockland Utilities Inc.

  390 W. Route 59 Spring Valley, NY 10977

• 

  Orange and Rockland Utilities Inc.

  15 Jersey Avenue Port Jervis, NY 12771

• 

  Orange and Rockland Utilities Inc.

  500 Route 208 Monroe, NY 10950

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:12/29/2023

  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.

  On the morning on December 26th Orange and Rockland came to my house and disconnected my meter. They came to my house without my knowledge and are not willing to connect my service. I am current on all of my billing and they have to excuse to cut my service. I have 4 children in the house that are cold and all the food in the fridge has gone bad. This is the 3rd day without power and I do not know what to do. Their reason for disconnecting my service is not valid. Im told that their was a alarm on the meter and that it was burnt/damage I asked for proof and they are not willing to provide it. I also took picture is my pan meter outside and their is no sign of burnt/damage. The only people that come and touch the meter is Orange and rockland and every time they come they make it worse especially after upgrading to the smart meter. Please advice me on what to do, it is winter time and my kids are home freezing during this winter break.

  Business Response

  Date: 01/12/2024

  Customers Complaint - Narrative
  On the morning of December 26th,Orange and Rockland came to my house and disconnected my meter without my knowledge and are not willing to connect my service. I am current on all my billing, and they have no excuse to cut my service. I have four children in the house who are cold, and all the food in the fridge has gone bad. This is the third day without power, and I do not know what to do.
  Their reason for disconnecting my service is not valid. I am told that there was an alarm on the meter and that it was burnt/damaged. I asked for proof, and they are not willing to provide it. I also took a picture of my meter pan outside, and there is no sign of anything burnt/damaged. The only people who come and touch the meter is Orange and Rockland, and every time they come, they make it worse especially after upgrading to the smart meter.- Please advise me on what to do; it is wintertime, and my kids are home freezing during this winter break.
  

  Utility Response
  The AMI Smart Meters are not only designed to communicate customer reads, but high and low voltage instabilities as well as temperature fluctuations in the meter itself. These notifications alert the Utility to safety concerns within the customer-owned meter pan. ********************** &********************** was dispatched to the customers home at ************************************************************ four times, over the past fifteen months.
  **** *********************** System)is designed to notify Electric Meter **************** of any temperature readings above the 170-degree threshold.
  On April 14, 2022, Meter Operation responded to a hot-socket notification at his premise. Upon arrival, the temperature readings on the phase 2-line side were 280 F. This was 110 degrees over the threshold. The electric meter was pulled with minor melt on the prongs and the blades were discolored. We installed a new meter, and the customer was advised to hire an ************************* to upgrade the electrical service. The extreme usage led to an overload of the service, resulting in electric meter damage. The customer admitted to using multiple computer servers for mining bit coin.
  On May 16, 2022, Customer Meter Operations was dispatched to ******************** residence for a hot-socket notification. The readings at that time were 185 degrees. At that time, we explained to ******************** if we are called out for another hot socket, we will pull the meter and terminate the service.
  A new meter was installed for the second time.
  On July 5, 2023, again we went out to a hot-socket alert, temperature reading at 179 degrees. We checked the meter and left the service on.
  On December 26, 2023, again we went out and this time we found burn damage, and the meter pan jaws were found spread apart. The electric meter was removed, and Underground Operations cut the service.
  The meter pan required repairs by a licensed electrician. O&R required a Fire Underwriters certification verifying electrical repairs have passed inspection. On December 29, 2023, the Utility received the inspection certificate, installed another new meter, and Underground would tap on service.
  The safety of our customers and the community remains our number one priority. The **** system is working as it was designed to work.
  The exposed meter pan that ******************* photographed of was only accessible during the electricians repair.was working on it. Once a meter is removed by the utility our policy is to blank them off the meter pan for safety.
  This ongoing circumstance can be corrected in two ways. Either the customer reduces his load, or he upgrades the existing electric service.

• Initial Complaint

  Date:10/23/2023

  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 paid off account # *********** in March of 2023 and took over the account for my address *************. As explained at the time there was no other option but to pay the old account off in full in order to open a new account and take over payments. I made 2 payments of 300 and 133 to clear the debt and close the account.O&R updated their internal systems at some point between March and now which converted the old account # to *************. I believe this may be the root of the problem.As I still live at the address, the old holder of the account was sent a letter stating they owed ******, which is impossible given O&R's own policy. While I was not responsible for the first round of payments I did so to ensure power was maintained to the home. I will certainly not be paying for this twice.

  Business Response

  Date: 10/27/2023

  Good morning,
  
  **************, I tried to reach you by telephone, Monday October 23rd, 2023 @ 3:45pm to no avail.  I was unable to leave a message as your voicemail box was full and was not able to accept any messages. I attempted a 2nd contact via email on 10/25/23. Please submit a bank/credit card statement for proof that you made such payments stated on the Better Business Bureau complaint to **************************. 
  
  Regarding your claim. Please have ******************************* contact customer service @ ************** for an activity statement that includes bills/payments. Upon review of her statement, she can then submit proof for any payments not listed on the activity statement if needed and it will be reconciled.
  

• Initial Complaint

  Date:09/26/2023

  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 have recently moved to the address located above (************************************************************). I accidentally informed the utility company that I moved in July 13th instead of July 21st. I tried to fix the error with O&R Utilities but they refused to fix the move in date which resulted in a higher electric bill. I am being forced to pay the electricity that I have not used. I have the proof of the closing documentation if required. Please address this issue as soon as possible. Thank you.

  Business Response

  Date: 10/02/2023

  Thank you for your recent correspondence. Orange and Rockland Utilities, Inc.(O&R) was advised by the Better Business Bureau (BBB) that an inquiry was posted to their website, regarding your established accounts start date.
  Prior to submitting these concerns with the Better Business Bureau, you had filed the exact concern with the ********** ***** of ****** Utilities (***) in September 2023.  During the *** process it was explained to you that the concerns were thoroughly investigated by reviewing existing account information as well as listening to your call with O&R **************** Representatives (***).  During your call to establish the account, you were asked to provide a date in which the service would be transferred into your name. You stated the date would be July 13, 2023, and then asked the *** to hold as you verified the date.  After some time, you confirmed that the correct date should be Thursday, July 13, 2023, and the account was established. You were advised that we would have to go back to the July 13th date as you called to take over the service after the fact on August 2, 2023.  You stated that you understood.
  You are now attempting to change your start date a month later, only after receiving bills, to three different start dates of 7/14/23, 07/21/23 and 07/28/23.
  Based on the fact that you established the account weeks later and would have been able to determine your start date, the utility maintains it position and will not adjust the date.

• Initial Complaint

  Date:08/10/2023

  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 am writing a formal complaint against Orange and Rockland Utilities due to their handling of my account and their disregard for my financial hardship. My dissatisfaction stems from their unreasonable installment payment plan and their failure to provide any relief, despite my attempts to communicate my circumstances.My Orange and Rockland Utilities Inc. account number is **********. I wish to express my profound dissatisfaction with their decision to impose an exorbitant monthly installment payment to repay a $1,700 debt. My monthly income is $450, a fraction of the proposed installment amount. My recent job termination prompted me to contact Orange and Rockland Utilities Inc., seeking assistance or flexible payment to accommodate my financial constraints.Unfortunately, their customer service exhibited a lack of empathy and assistance. Despite explaining my predicament, I received no offers for relief or adjustable payment plans tailored to my situation. This forced me to struggle with unaffordable monthly payments that significantly exceed my income.Last month, unforeseen expenses led me to miss the installment payment. I anticipated Orange and Rockland Utilities Inc. to proactively engage with me to explore potential solutions. However, I was surprised to receive a disconnection threat due to the missed payment. This approach felt ****** aggressive, particularly considering my efforts to communicate my challenges.I firmly believe that their behavior is not only unjust but also predatory. They appear indifferent to the difficulties their customers face and pursue collection actions without providing reasonable alternatives.I request the BBBs intervention to mediate a resolution between me and Orange and Rockland Utilities. My hope is that you can facilitate a fair solution, considering my financial strain. also, I urge Orange and Rockland. to review their customer service practices and extend better support to customers experiencing financial adversity.

  Business Response

  Date: 08/11/2023

  I spoke with ****************** and we had a conversation regarding his financial difficulties at this time. I was able to offer him affordable monthly installments which are within his budget. Should he require further assistance in the future i have provided him with my direct contact number. 

  Customer Answer

  Date: 08/14/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/03/2023

  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.

  Account #************ I made a $350 payment March 17, installment amounts of $69, I do not understand why or how I am expected to afford a **** a month bill, the whole point of installment agreements and payment plans is so I can afford the monthly payment. I need a lower monthly amount, I have limited income right now and need help, and no one is able to help me,, I have email chains saying that everything will stay the same and I am getting final disconnection notices also.

  Business Response

  Date: 04/07/2023

  ******************************* was previously assisted with billing concerns voiced through the Better Business Bureau in December 2022 where he was provided with a detailed explanation into the Budget Bill **** that he voluntarily enrolled himself into prior to the 12-month recommended waiting period after connecting new service. The Budget Bill **** reviews the account average every four months and may increase, decrease, or stay the same.  ******************************* usage significantly increased throughout the winter months of December to March causing larger actual bills and subsequently increasing his Budget Bill amount from $509.00 to $1,027.00.
  

  A high bill meter test was conducted on March 27, 2023 at which time the electric meter relayed at 100% accuracy.  Due to the increase in usage and set up of the premises, Orange and Rockland Utilities, **** (O&R) has placed a financial hold on the account until a Shared Meter Investigation can be completed on April 14, 2023.  At that time all electric meters on the property will be rung out to ensure that multiple structures on the property are only servicing independent areas.  Should a shared meter condition be found on the location, O&R will proceed following the Shared Meter Law enforced by the ************** ************************* (NYSPSC). ******************************* has been encouraged to continue to make payments until a shared meter determination is made to avoid the accrual of a very large balance.
  

  O&R is a regulated utility governed by tariffs approved by the NYSPSC. In compliance with regulation, O&R must charge customers for their actual metered service. Should the usage belong to *******************************,O&R will assist with providing a reasonable payment arrangement.  Monthly budgeted amounts are based on customers actual usage and spread out over 12 months.  As such, budget amount cannot be lowered.  If a shared condition does not exist,******************************* will need to work to reduce the energy used in his home to lower his bills.

• Initial Complaint

  Date:01/23/2023

  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.

  Orange and Rockland have very funny payment system. I ama new Bossiness costumer and have 2 accounts Suite *** and suite ***, now the funny part is i set up automatic payment for both account and costumer service calls me last months and tells me that on my *** account they could not verify my bank information so i wont be able to pay with auto debit since its working for account ***. Does this make any sense? above this now i have to pay 2.6% credit card fee to pay my bill and i can not set up bank payment for next 1 year because they could not verify same bank account which i am already using for autopay for account ***. Common what is this BS, is this being done to give some bossiness to your credit card processing company? or this is being done for making some extra money. wondering if any other costumer have same experience?

  Business Response

  Date: 01/23/2023

  *********************************************
  
  Both accounts in question have been thoroughly reviewed. Our research has determined that the utility accounts were not registered using the same checking account information for the purpose of automatic bill payment.
  
  The checking account information used to enroll the accounts into automatic bill payments was initiated on your end through the online account portal on ******* on August 22, 2022 (Suite ***) and September 13, 2022 (Suite ***).
  
  The checking account used to enroll Suite *** is resulting in a returned item reason of no account/cant locate.  Again, this account does not match the account used to enroll Suite ***.  We would like to offer you the opportunity to correct the banking information and enroll you back into the automatic bill payments for Suite ***. Payments made with a checking account do not result in any fees.
  

  Please contact our customer service department at ************** to discuss further. 

• Initial Complaint

  Date:12/15/2022

  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.

  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

  Date: 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

  Date:12/05/2022

  Type:Product 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.

  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

  Date: 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

  Date:06/24/2022

  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 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

  Date: 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

  Date:05/20/2022

  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.

  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

  Date: 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.