Complaints

This profile includes complaints for Oncor Electric Delivery's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Oncor Electric Delivery

  1616 Woodall Rodgers Fwy STE 5e-003 Dallas, TX 75202-1234

  
• 

  Oncor Electric Delivery LLC

  220 W Walnut St Hillsboro, TX 76645

• 

  Oncor Electric Delivery LLC

  106 Texas Ave Round Rock, TX 78664

• 

  Oncor

  1300 S Southeast Loop 323 Tyler, TX 75701

• 

  Oncor Electric Delivery

  1300 Sse 323 Loop Tyler, TX 75701

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:03/05/2025

  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.

  Every minor storm causes power to go out for several days at a time because theyre not properly maintaining the lines or preparing for even minor weather events. There is no timeline for repairs and no one even working in the neighborhood at all. We are forced to use them by law and they are completely negligent, incompetent and unresponsive. They keep raising their fees, even though the quality of service is declining. We had electric issues in our house and a lot of money was spent on repairs when the issue was the line from the pole to the house was not properly maintained. They came by 10 different times before they figured that out.

  Business Response

  Date: 04/23/2025

  Attached is Oncor's response to Mr. ******** complaint.

  Thanks,

  A Cope

  Oncor Customer Relations

• Initial Complaint

  Date:03/05/2025

  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.

  Oncor was scheduled to come out and cut the trees on our lines and said they would fix the dangerous powerlines when I bought my home we called them and they never came and never sent anyone!!! Now fast forward to yesterday I waited on hold for over hours to schedule them out after the storm hit and they send someone out today and tell me its my problem not theirs My 6 year old son is in danger of being electrocuted by powerlines that run behind my home and trees that overhang the lines on ONCOR responsible side They told me its my problem now what am I to do climb up and electrocute myself?

  Business Response

  Date: 04/23/2025

  Oncor completed a site visit on 4/21/25 in response to a trouble ticket submitted by the customer. The customer stated there are overgrown trees near the lines and they have been experiencing power quality issues. Oncor inspected the trees and have identified an area where tree trimming will be performed. A work order has been submitted to have these areas trimmed. Trimming should be completed withing the next 120 days barring any unforeseen circumstances. 

  A Cope

  Oncor Customer Relations

• Initial Complaint

  Date:02/28/2025

  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.

  Signed up for electricity. Got an email stating that an inspection needed to be done. Called Oncor and they said I needed to get City inspection done. Went to city inspection and the City inspection office called Oncor and Oncor stated it was a new software update problem and they had duplicate orders so they deleted one. City inspection said I didn't need an inspection that this was stupid because this is a 7year old house and electricity was never interrupted for more than ******************************* to call Oncor with a new ESI # ******* and they will turn it on (this is what Oncor told the city inspector). Called Oncor back and said I had to goto a website to sign up for service using the **** and they couldn't do anything. Here's the point, I already signed up for electricity. Oncor admitted it was there fault, my landlord called Oncor and they admitted to him that it was there fault. Oncor messed up by putting an inspection order in when it didn't need to and blamed it on a so called software update (oldest excuse in the book), Oncor has hired the **** **** team to do their biddings and messing up. Why should I sign up for service when I already signed up and you messed up by putting an inspection order when the city of ******* admitted that it didn't need one. Oncor admitted that it was there fault. I want electric service to the same provider that I requested and fire the **** **** team for failure to deliver. How hard is it to deliver electricity when I already signed up and chosen a company but Oncor had to mess up by putting an inspection order when the City of ******* stated that it didn't need one. Now I have to begin again and choose another company...uh no. I have already chosen, deliver my electricity please and stop promising to deliver like ****** *****. Let's solve this together, one thing to resolve this is to turn on my electricity in my name. The landlord hasn't cut off the electricity yet, he is just waiting til its in my name.

  Business Response

  Date: 03/25/2025

  On 2/26/25, Oncor received a move-in order from ********** for ******* ***** for service at ********************************************************************** (ESI *****************) with a requested start date of 3/1/25. The request was placed on hold as a city inspection was required. On 2/28/25, the City of Killeen contacted Oncor regarding the city inspection requirement. Oncor determined there was a duplicate ESI for this premise in the system and the *** the *** used to submit the move-in order was no longer in use. Mr. ***** also contacted Oncor the same day. Oncor explained to Mr. ***** that he would need to contact his *** and have them resubmit a move-in request on the active premise. Oncor retired the inactive premise and ***'s will no longer be able to select that premise for service. 

  On, 3/6/25, Oncor received a move-in order from ********** for ******* ***** on the active ESI (*****************) with a same day requested completion date. Oncor completed the move-in order the same day.

  Oncor apologizes for any inconvenience this may have caused. The inactive premise has been addressed and will not pose any problems in the future.

  Thank you,

  A Cope

  Oncor Customer Relations

   

• Initial Complaint

  Date:02/12/2025

  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 received my utility bill from **************** a Texas Power Supply Company on February 4, 2025 in the amount of $134.29. This is incorrect because my bill has never been this high and I reside in a very small apartment. My apartment building is an energy efficient building for ********** seniors. In 2023 and 2024 my utility bill has never been over $134.29. This is price gouging by ONCOR AND SOUTHERN FEDERAL. I was told by **************** that I would gets discounts when I renew my utility service with them and my utility bill is too high. You are allowed to ask about my utility bills in 2023 and 2024. My utility bill is $68.94 and THE *** by ONCOR is $50.80. I dont use that much ***. I appreciate your help. My utility bill is due on February 20, 2025. Southern Federal: ************** and ONCOR: ************** and **************.

  Business Response

  Date: 02/20/2025

  Attached is Oncor's response to ***** ******** complaint.

  Thanks,

  A Cope

  Oncor Customer Relations

  Customer Answer

  Date: 02/21/2025

  I am rejecting this response because:   My utility bill has never been high in 2022 and 2023 during the winter months and not $135.00. My utility meter was read incorrectly be I know how to read utility meters. Like I have explained that my TDU usage is incorrect and I live in a ********** Senior complex and an energy efficient building. I like a low billing amount adjustment. I am a disabled woman who is on a fixed income. 
  Thank you, **************************

  Business Response

  Date: 02/21/2025

  Oncor has reveiwed the usage and everything looks inline. The usage for the most recent billing period (1/3/25 - 2/3/25), 959 kWh, is in line with the the previous year's usage for the same period (1/4/24 - 2/2/24), 942 kWh. There is only a few dollars difference in the *** charges for the 2 aforementioned billing periods. Ms. ****** can contact her Retail Electric Provider to review her rate with them to determine if there has been a change to her rate which could contribute to the increase in her bill.

  Thanks,

  A Cope

  Oncor Customer Relations

• Initial Complaint

  Date:01/30/2025

  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 switched to solar power and Oncor did not reprogram my meter so I have been paying double electricity since October, I asked for a refund but they said they cant help as they are not an electricity retailer my solar company and provider both say it is not up to them as it is out of their control, I have overpaid more than $1000.00 in electric and it seems no one is willing to take ownership, this is due to Oncor not living up to their responsibilities so they should but the ones who resolve this issue

  Business Response

  Date: 02/17/2025

  Attached is Oncor's response to ****** Dollow's complaint.

  Thank you,

  A Cope

  Oncor Customer Relations

  Customer Answer

  Date: 02/17/2025

  I am rejecting this response because:   The provider will not correct past billing based on readings provided by Oncor

  Business Response

  Date: 02/17/2025

  Mr. Dollow's rejection appears to be an issue with the Retail Electric Provider ***** not providing corrected invoices due to the adjusted invoices submitted by Oncor.

  Thank you,

  A Cope

  Oncor Customer Relations

  Customer Answer

  Date: 02/17/2025

  I am rejecting this response because:   This is not correct Oncor has been receiving the electricity being produced by my solar panels and has since sold it to other retail providers. Oncor need to pay me for what I have put back into the grid or, as It was Oncor's error that resulted in this situation, Oncor need to correct this issue directly with the REP.

   

• Initial Complaint

  Date:01/27/2025

  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 have filed complaints about my electricity going out in an ongoing basis for the last 2 years, and today, I just walked into my apartment, and all of a sudden, my electricity want out. I called Reliant Electric, thinking that I forgot to pay me bill, but that was not the case. So, I called ONCORE ELECTRIC and ask them why my electricity went out, and they told me, that it was due to FAULTY EQUIPMENT. This electricity going out has been going on for at least 2 years, if not longer .Generally, it has been that my electricity goes out for 5 minutes, and comes back on, but today around 2:15pm, my electricity went out for 15 minutes, then came back on. I called ONCORE ELECTRIC, about this, and they said it was due to faulty equipment. I have already filed 3 complaints with the *** (***********************************, and they have records as to when I filed complaints with them in the past 3 years, and they are telling me that I need to file a FORMAL COMPLAINT with them. ONCORE ELECTRIC is a MONOPOLY, because I can not request to have a different Electric Provider, deliver my electricity. I have told ONCORE that they do NOT know what they are doing. A supervisor person named ******, said that they CAN NOT GUARANTEE to provide me with electricity in an ONGOING BASIS. I have never heard of such a thing. I even asked them if this was TERRORISTS BLOWING UP THE GRID IN MY AREA.I am fed up with this Company, because I can not believe that I am dealing with my electricity going out in an ONGOING BASIS, and considering the 11 pages of people that have complained about this ONCORE company,. I am not surprised at the complaints that see. This is like the Democrats WANT to have OPEN BORDERS, and LAW BREAKERS in our Country, but President ***** is NOW going to resolve all of these problems, and HE WILL.This ONCORE PROVIDER, does NOT know what they are doing, and the State of Texas, needs to allow another company to provide Electricity to my area, at least.

  Business Response

  Date: 02/11/2025

  Attached is Oncor's response to ****** ********** complaint.

  Thanks,

  A Cope

  Oncor Customer Relations

• Initial Complaint

  Date:01/27/2025

  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 writing to formally file a complaint regarding the unacceptable delay in restoring my electricity service. My electricity has been off for over four hours, and despite having a smart meter that should allow for remote management, I have been informed that remote reconnection is not possible. To make matters worse, I was told there is no clear resolution or timeline for when a technician will be sent to address this issue.This situation is deeply concerning and unethical for several reasons:1.Failure of Smart Meter Functionality: The inability of the smart meter to remotely restore electricity contradicts the purpose of this technology and creates unnecessary delays.2.Lack of Resolution: Being left without electricity for an indefinite period, especially in freezing weather conditions, is not only inconvenient but also poses serious health and safety risks.3.Poor Customer Support: I have received no clear communication or reassurance from your team about when this issue will be resolved, leaving me frustrated and in an unsafe ************ a paying customer, I expect a higher standard of service from your company. Immediate action is necessary to resolve this issue and prevent similar occurrences in the future. I respectfully request:Immediate restoration of my electricity service.An explanation as to why the smart meter could not remotely restore power and what steps will be taken to address this failure.A clear timeline and commitment for resolution in similar cases moving forward.I look forward to a prompt response and resolution to this matter. Should this issue remain unresolved, I may be compelled to escalate this complaint to the ********************************** or pursue further ********** may contact me directly at ************ or ******************** to provide updates or request additional information.

  Business Response

  Date: 02/11/2025

  Attached is Oncor's response to **** *****' complaint.

  Thanks,

  A Cope

  Oncor Customer Relations

• Initial Complaint

  Date:12/19/2024

  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.

  We have lived in **** for a little over 3 Years in a home listed below. The power has always been going out when the wind blows. We have called Oncor several time to complain about our problem. However nothing has been done we have not been connected as where this power loss is ************ to that end I Hired a Certified Drone pilot to take videos of the lines in our area. I placed them on USB thumb Drive and gave to a nice lady that works @ Oncor **************************I also gave her a print out of the information below. So I hope you can help, Thanks.Regards,***** C **** ***** C **************** D **** ********************************** ************ or cells: ************ or ************ We live Off *************** between ************************** aka (MLK) and *************** aka N 19th The pictures are of the wooded area just below our name by the yellow pin.

  Business Response

  Date: 01/03/2025

  Attached is Oncor's response to ***** ****** complaint.

  Thanks,

  A Cope

  Oncor Customer Relations

  Customer Answer

  Date: 01/03/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/11/2024

  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.

  On November 22 2024 I contacted Oncor regarding the installation of an electric meter at a new construction project. The project is a residential project for a single family home. The issue in question was my electric provider was registering a meter at the location already installed when the fact of the matter was the meter belonged to our neighbor. Over the course of three weeks now I have repeatedly called in to report this issue and have been told half a dozen different stories about how the report was mishandled, how the report was filed improperly, how the reports were sent to the wrong chain of command, etc etc. It has currently been THREE weeks of this back and forth with my most recent phone call resulting in a new report being filed that I was told will take another TWO weeks to be resolved. We are paying for a mortgage on a property that we cannot live in due to the failures of this business. They are the ONLY TDU in the area and due to that monopoly I am unable to even try to attain services through any other company. I am planning on seeking legal representation at this point to sue

  Business Response

  Date: 12/26/2024

  Please see attachment for response to BBB Complaint. 

• Initial Complaint

  Date:10/13/2024

  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.

  On June 2, Oncor came to trim our trees in our backyard because there was difficulty with the power lines and the recent rain. They trimmed our probably 80-year-old pecan tree, which had huge extending branches, back and away from the powerlines that run all along the back of our house. They completely filled our backyard with large branches, including dropping them on cars that were there. I have filled out three complaint forms (******) online for the dents in the cars and smashed windshield and provided them with pictures of the branches covering the cars in the backyard and provided them with pictures. August 21 they sent somebody out to look at the damage. Then he left and I never heard anything and I called and September 10 he returned following another phone call from me to Oncor. And he told me at this visit that he was asked to identify where the branches had come from. Ive emailed and given them all hardcopies even of the yard full of large branches and covered cars with branches. It has now been a month again and I called them again two weeks ago and they said there was no information on the claim and they would escalate it and here I am again and they have never been responsible about this and keep sandbagging me with no responses and long periods of time before anything happens. And meanwhile, the cars are worse off for not being able to be driven and water coming in the windshield continuing damage of the vehicles.

  Business Response

  Date: 11/01/2024

  Oncor's contractor, ****************************** as well as Oncor, has been in contact with Mr. ***** regarding his damage claim. ****************************** conducted an investigation into his claim that 2 vehicles parked in his backyard were damaged due to tree trimming that occurred around May *****, 2024. *** has denied the claim based on the findings of their investigation. A copy of the denial letter can be provided upon request.

  Thank you,

  A Cope

  Oncor Customer Relations