Consolidated Edison Company of New York, Inc.

Review: I called con edison in regards to my billing for a accuate and estimated reading explanation. I was given the run around for over a hour. The first representative told me I am billed on a estimated bill every other month. In the actual bill is does not state this. she said due to my location the meter is read every other month. she could not explain to me why. she told me con ed could not read my meter and for the month of july and she didn't know why the meter wasn't read. I asked to speak to a supervisor. this was at 815pm she told me the supervisor was in a meeting. Ms. s[redacted] was the supervisor. she told me to leave my number to be contacted back I told her it was my consumer right to speak with a supervisor. after being placed on hold multiple times at 840pm she told me Ms. s[redacted] was on the phone. So I told her I would hold. at 9pm Mr. P[redacted] was put on the phone. Ive never spoken to someone so rude and unprofessional even in the history of my existence on this green earth. I asked him why the bill doesn't state that my area gets billed estimated every other month. he said the bill doesn't need to state that. he was telling me verbally. my estimated bill was 57 dollars for the month of july and then from jul6- aug 6 was $225 with a credit of the $57.00 .. my question is why am I not told outright on my bill that this area is estimated and billed every other month he then told me my argument was void. again because the bill doesn't need to state that. so I am being mislead by con edison in regards to how the meters are read and not read. he then told me if the bill was $86.I wouldn't be calling and complaining about the bill. how unprofessional I asked if I could speak with ms s[redacted] who was orignally on hold for he said ms s[redacted] left at 9pm and I am the supervisor. when he first go the phone he did say who he was . I told him I didn't want to speak with him because he was very condescending and un helpful. he said if u don't want to fall into a trap I can change ur bill to be read by monthly. I then asked him why would he use that verbage? so con ed is trying to trap me into paying more ? he then said what is the problem your are having I then explained the situation again. I had to get off the phone with him because he was so disrespectful . he said if I didn't want to fall into the trap!? and if the bill was 86 dollars I wouldn't be calling. what kind of customer service is this. I was left more angry than when I first called and he still couldn't explain to me nor the other reprisentive why I am getting estimated bills and it not being disclosed in the bill for my area. he told me if I didn't understand to ask my landlord about the meter reading. I said well u work for con ed why do I have to ask my landlord if u work for con ed.Desired Settlement: I want the $57.00 for electric to be for the month of jun6- july6. I want a explination as to why the meters are read every other month and estimated that month in between ? and why its not written on the bill that this is how they are billing me.

for my area. I want to speak to a supervisor on why this mr p[redacted] disrepected me and said if the bill was $86.00 u wouldn't be calling and complaining. I want to know why he said if I didn't want to fall into a trap with the estimated. I want to know why he told me to ask my landlord on how con ed bills me if he works for con ed and is the customer operations specialist. I want to know why he mentioned my last months turn off notice? I want to be compensated for the lack of explanation and the lack of professionalism. I want to get a months worth of service of the inconvenience of spending 2 hours on the phone with no compromise or explanation.

Consumer

Response:

At this time, I have not been contacted by Consolidated Edison Company of New York, Inc. regarding complaint ID [redacted].Sincerely,[redacted]

Business

Response:

Ms. B[redacted] spoke with [redacted] directly on September *, 2015 and explained to the customer that even though she had AMR equipment for her electric meter she lived in an area of the Bronx where meters used to be read by monthly, so her account was still coded as such. This would result in every other bill the customer receives being an estimated. In addition, she does not have AMR equipment for her gas meter, so access is still required to obtain an actual reading. Ms. B[redacted] scheduled an appointment with [redacted] for Wednesday, September [redacted] to have AMR equipment installed at the customer’s premises. This will allow her meter to be read remotely every month, in addition the coding was changed to ensure that her account is billed to actual readings each month. Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On January ** 2016, I received my bill for the month of December 2015. The total amount due was an astronomical $303.80 (my normal bill in winter months is closer to $50).

Since I did not have a previous balance owed, I knew this was a mistake. I looked further into my billing details and saw that ConEd (without my permission) had enrolled me in their "level" billing plan earlier last year. Having gone through a previous debacle with ConEd a few years back with their "level" billing plan, there was no chance I would have ever enrolled in it again.

I contacted customer service via email January **. After 2 days I finally received a response, whereby they stated that the reason my balance was so high in December is because of the "level" billing plan balance that I supposedly owed. Further, they completely ignored my question of **how** I was enrolled in this program again without my authorization.

Since this correspondence with their customer service was both unhelpful and taking too long, I'm filing this complaint.

The actual amount I owe for usage in the month of December 2015 is unclear since they do not itemize their billing statements. It just shows one lump balance of $303.80. I can, however, estimate the proper amount I should owe is around $50, especially considering I was gone for half the month.Desired Settlement: My balance due for December needs to be adjusted to roughly $50, and ConEd need to remove me from their "level" billing plan immediately and make sure this never happens again.

Business

Response:

[redacted] had concerns about his automatic enrollment in LPP. On January [redacted] spoke with [redacted] and explained that on his February 2015 billing summary a solicitation offer was present advising the customer that if he paid $60.00 instead of the total amount due he would automatically be enrolled on our Level Payment Plan, [redacted] paid this exact amount on February **, 2015. His March 2015 billing summary welcomed him to LPP and subsequent bills all reflected the customer being enrolled on LPP. [redacted] subsequently reached his reconciliation period and now has a balance of $303.80.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

ConEd has refused to accept any reposinsibility for their illegal practices so I've notified the FTC. I've also filed a claim in Small Claims against them to resolve this matter.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Con Edison's Conduit line has a crack somewhere that floods near the Junction Box. It's been flooding my basement and I have tenants. It's a serious matter and Con Edison is not treating it as such. They've damaged my property and don't consider this an emergency. I had a professional asset this situation and stated that there is in fact nothing I can do about this and if it floods I will have to treat it with a 911 call and cut my power until they fix it and potentially relocate my tenants. We currently have power, but are expecting several days of rain and when it rains heavy our basement floods. This needs to be dealt with before it's an actual emergency.

I've called 3x in 24 hours and get the run around. This is unacceptable.Desired Settlement: I need immediate customer service to repair of this issue. This is both dangerous and irresponsible.

Business

Response:

According to our records, a field crew addressed the issue at the premises on December *, 2015. A follow-up call was made to the customer on December *, 2015 to confirm that work was completed to the customer's satisfaction.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As I told the last Con Ed case worker that called I cannot close this case until we have a significant amount of rain to see if it the first step to this process fixed the issue. This is something that may need to happen in stages so I cannot close and say this problem was fixed as it may have multiple movable parts.I can say that the technicians that came were very professional, worked hard and told me that we need to now see what happens after a heavy rainfall. If it still leaks Con Ed will need to work with the water utility as a crack could be flooding their conduit line. [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I am out of work an HRA paid part of my bill in May. Since then I have not received bills until October. I called and ask for a payment arrangement and was denied an agreement. Per my conversation with HRA, I was suppose to be granted an arrangement and also my bills would change since I am on Public assistance. I have been going back and forth with Con ed and have not gotten a reply. Today my electricty was cut off. My heat is run on electrcity so tonight me and my daughter has to sleep in the cold.Desired Settlement: I would like a payment arrangement so that I can pay down my bill. I can not have my child sleeping in the cold.

Business

Response:

To Whom It May Concern:

Review: I am not working. I have been paying con ed money on my bills. I set up a billing plan with them back in April or May when I was on worker's compensation. My case ended on May **, 2015. I have been unemployed since then. I have a lady who rents a room from me for $600/mnth. Out of this money I have to pay con ed, my phone bill, buy food and what ever else I have to do. I have made payments to them. Not the full amount, but I am paying something on my bills. I am so sick and tired of them acting as if I'm not paying them anything. I am tired of all the threating letters and turn off notices from them. If I wasn't paying them anything, I would have nothing to say. But I am paying them what I can.

On September ** or ** a man came here to my house claiming to be a con ed employee. He came dressed in regular clothes. No Con ED uniform. He did not display a con ed id. He was driving a grey Nissan with NJ plates [redacted]. He was asking for [redacted]. [redacted] does not live here. She has never lived here. Con Ed has never received any payment with that name on it. Why would this person come here looking for [redacted]? When I asked him for his ID he pulled a card out of his pocket but I could not see or read it because he was standing next to the car. I'm not letting anyone whom I cannot identify in my house period. If he was indeed a con ed worker he needs to be trained on how to present himself to the customers.

I hope to have a job soon so I can pay them the full amount of the bill. But right now I just don't have it.

Business

Response:

Dear [redacted]:

We have received your inquiry through the Revdex.com regarding turn off notices you received.

We understand that on October **, 2015, you spoke with [redacted] from the Executive Action Group and discussed the details of your complaint. If you have any further questions you can contact [redacted] directly at ###-###-####.

Review: My building was affected by Hurricane Sandy and I lost power when it hit on October** until November **. I didn't move back into my apt until after November **. I still received a bill for that month, it was estimated at around $50 because they weren't able to read my meter as there was significant flooding and water damage. I called them to ask why I was receiving a bill at all and they assured me that once they were able to get into the building I would be credited when they could see how much electricity I actually used. They weren't able to read my meter until May 2013, when they had to install a completely new meter because the other one was severly damaged. Since I had been paying the "estimated" bills from November, I was expecting to be credited when they fixed the meter. When I noticed I wasn't, I called and spoke to someone on July ** who told me that they weren't able to read the meter from Oct/Novemeber to May so those bills couldn't be adjusted. When I explained that I at the very least expected a credit from Oct **- Nov **, since it just doesn't logically make sense that for only about one week I ran up $50 in electricity, she said she would send it to the billing dept and they would take a closer look at it. I just received another bill from ConEd for an additional $280. I called them today to figure out where that came from and why I was being charged extra, when just a few days ago I was told that my old meter was destroyed and couldn't be read. The girl I spoke with today said that they were able to read the meter and I was using more electricity than they charged me for. If that's true, I have no problem paying the extra money but I told her I wanted an itemized bill and I wanted something noting what I was being charged for each month and how much I had originally paid. She told me that wasn't possible and the only thing she can do is divide the $280 by however many months it's been.Desired Settlement: I'd like a bill or notice or something that says exactly what I already paid for each month and how much they're charging me now for each month.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On January [redacted] I received a turn off notice from Con Edison for $429.00 which I paid in full. I received a bill in Febuary for $188.00. which is due around March [redacted]. I called Con Edison on March **, 2014 to see where I am with my bill now they are telling me my bill is $687.00 And they stated to me this is because They couldnt gain access to read the meter since December, so they just estimated the bill. I live in New York City Housing which is responsible for gaining them access. Now I am liable for a bill that I cannot pay.Desired Settlement: I am requesting that I am responsible for $188.00 which is pheasable and deduct the rest of the bill which I should not be liable for.

Business

Response:

Dear [redacted]:

We have

received your inquiry through the Revdex.com regarding your billing

adjustment.

Your recent electric bill for $687.63 was based on an actual reading; however, the bill for the

previous month was estimated because we were unable to read your meter on the scheduled reading date.

Estimated

bills are sometimes higher or lower than actual usage. But each time your meter is read, your account is brought into balance to reflect

exactly the amount of service you have used since the last actual reading.

There are

two reasons why your current bill might seem higher. First, we may have underestimated your usage

for the previous period. If so, your

current bill includes charges for both the current period and the amount by

which we underestimated your previous month’s usage. Second, you may have increased your usage

since your last actual meter reading. In either case, because your current bill

was based on an actual reading, you can

be confident that you were charged only for service you actually used.

Sincerely,

Executive Action Group

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

During the period of which Con Edison is claiming during the winter months from December to February my electric bill is never that high. I can understand if it were during the summer I can say there are air conditioners being used. Especially when I paid off my bill at the end of January in the amount of $429.00 How come it was not pointed out when I made that last payment.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Complaint# [redacted], [redacted] A response was sent 4/**/14. The explanation of the billing was provided in the original response and no adjustments are warranted. In addition, at this time we have received over a years’ worth of additional actual readings and they all fall in line. Furthermore, her Jan, Feb, and Mar 20** increased in the same manner indicating that this is accurate seasonal usage. The customer’s adjusted bill was for the period of 12/**/13-3/**/13 (95 days) for 2,300 kilowatt hours for $798.21. The customer’s bills for this winter 12/**/14-1/**/** (34 days) for 843 kilowatt hours, 1/**/**-2/**/** (32 days) for 1,612 kilowatt hours, and 2/**/**-3/**/** (29 days) for 946 kilowatt hours totaled 3,401 kilowatt hours for the same period. This winter’s bills were based on all actual readings and totaled $972.33. Finally, the customer was given an agreement to pay off the high bill in 2014.

Review: I HAVE A TURN OFF NOTICE ON MY ACCOUNT AND I'M DUE FOR DISCONNECTION OF SERVICE TODAY. I HAVE HAD 3 [redacted] AND HAVE BEEN OUT OF WORK FOR A FEW MONTHS. THIS HAS SET ME BACK ON SOME PAYMENTS. ALSO, MY DAD LIVES WITH ME AND HAS [redacted] SURGERY INCLUDING MANY OTHER DISABILITIES AS WLL AS [redacted] I WOULD LIKE TO WORK SOMETHING OUT WITH CON ED BUT THE INSTALLMENTS ON TOP OF THE MONTHLY BILL HAV JUST NOT BEEN REASONABLE. I CONTACTED MY LOCAL HUMAN RESOURCE OFFICE AND THEY SAID THE WOULD HELP ME ONCE THEY GET IN CONTACT WITH [redacted] AND SET OUT AN APPLICATION FOR MY CASE. I FEAR THAT THIS WILL BE TOO LATE SINCE AS OF THIS MORNING I'M STILL ON A DISCONNECT NOTICE FOR EARLY THIS MORNING. PLEASE KEEP IN MIND THAT I ALSO HAVE A 9 YR OLD KID THAT SUFFERS FROM [redacted] AND I HAVE PROPER DOCUMENTATION THAT SUPPORTS EVERYTHING THAT I'M STATING.Desired Settlement: I WANT A REASONABLE INSTALLMENT AT LEAST UNTIL HUMAN RESOURCE HELPS ME OPUT OR I'M CLEARED BY MY DOCTORS TO GO BACK TO WORK. THIS IS URGENT.CON ED ACC #[redacted]

Business

Response:

Review: I call Con Edison today on December **, 2013 in regards to be a bill in the mail. I'm at Eminem another payment by December [redacted] is a contractor agreement I just paid them [redacted] of December to my electric would not be turned off due to the console agreement. Now you're looking for another one but the [redacted]no I told you I will pay it in January when the bill is still. I told to cancel the agreement. This is not how you do things with a consumer. I don't understand how to give you $30 plus the bill I'm not going to keep a $900 plus $30 that's ridiculous something needs to be looked into because the way making out too much moneyDesired Settlement: they would not give me the extension pass the [redacted]for the console agreement $30 plus that. I already told her I gave you guys a hundred $31.75 on the ** of this month. I'm not paying you twice in one month to me that's ridiculous. I told me to cancel the agreement. And I will pay the bill which is due in January. Take me off the console agreement. I had a serious car accident about [redacted]and the bill for the car is 8600 and my husband I have to put every penny we have towards the car we have no savings saved. So for me to come up with a hundred thirty-one something I was just lucky I was able to do that. So I still have electric these people to not work with you and like I said I'm not making two payments every month to control dreaming I had to console agreement once before and I never went through this ramp and twice a month that's b[redacted] something needs to be done to them and like I said I am I making a payment until January for the new bill thank you

Business

Response:

Dear[redacted]

Review: I have asked for a copy of 12 months worth of bills and was told by customer service representative that they only have 2 months on file. Furthermore they practice in unethical billing. I received a bill in April for $40. I made a payment of $40. When I received my May bill the amount of my remaining balance was $0. I also had a payment amount of $124. I made a payment over the due amount for $150. When I received my June bill, I had no credit of $150 rather a remaining balance of $150.88. My June amount due is $384.45. I called to receive an explanation and received no legitimate answer but rather an excel spreadsheet breaking down charges for the last 12 months, that was the point where I was told that they do not have any idea why my billing was for the amounts I paid and in most cases overpaid.Desired Settlement: I would like Con Edison to be responsible, for their billing mistake. I have a copy of my last two bills and will submit them if necessary along with proof of payment sent on may 30 for an amount $26 more then billed which I did not receive detailed billing for nor credit on my statement. I would also like a copy of my last 12 months of detailed billing.

Business

Response:

To Whom It May Concern:

SCSR [redacted] spoke with [redacted] yesterday. She explained how the Level Payment Plan (LPP) works. [redacted] was advised that we review the bills and payments on the fourth and eighth month of the plan and, if the level payment amount is too high or too low, the monthly payment is adjusted. This process is the same for all LPP customers; however, when a customer is purchasing their energy from an Energy Supply Company (ESCO), our system calculates the Level Payment amount based on Con Edison’s full service rate because we are not privy to the ESCO’s rates.

In addition, [redacted] states his June billing statement does not reflect his May payment for $150.00. [redacted]’s payment was credited to his account, but was not clearly reflected on the customer’s billing statement for the following month. SCSR [redacted] advised him that she would report this glitch to the appropriate department.

Furthermore, [redacted] is requesting copies of his actual bills for the last 12 months. SCSR [redacted] advised him that we are not able to provide actual bills; however, we are able to provide him with a detailed billing statement for the last 12 months, which reflect his usage, actual charges, and payments. [redacted] declined her offer and states he wants the actual bills. Unfortunately, our system cannot provide individual billing summaries for that period of time. Our statements do contain the same information included on the monthly billing summary in an aggregated form.

Review: An oil to gas conversion was performed in my home address (above) in May. I received notification that a $2000 rebate was sent on 8/**/13 via certified mail. I have not received any certified mail or notifications. I went to my post office in Queens Village and they have no certified mail for me. I have called several times since receiving the notice that the rebate was sent on 8/**/13. Each time I was told “to wait”. In 9/**/13, I called and spoke to “[redacted]”. I indicated that my payment was still not received, that I received no notifications of certified letters at my home or at the post office. [redacted] told me I had to wait “until the letter was returned”, and if it wasn’t, I could not get my rebate. I asked him to verify that the check was not cashed and send me another, but he refused to do so. Frankly, [redacted] was unhelpful, and he did not even want to give me the address for Con Ed in order that I could write you. I relied upon the rebate in converting to gas from oil. That conversion took place in May, over four (4) months ago. I would like the rebate I was promised. Please contact me at your earliest convenience to discuss this matter. Thank you for your consideration.Desired Settlement: rebate check in the amount of $2000

Business

Response:

I spoke with [redacted] in regard to his rebate check that was not received. The customer was advised that gas conversion will cancel old check and re-issue a new one by monday 9/**/13. They will also contact the customer once new check is ready to be mail. The customer was given the direct number for the contact person. The customer seem satisfied.

Sincerely,

Review: I have been paying approximately $300 per month for electricity from December2013 thru May 2015. I have also given access on numerous occasions to several representatives from Con Edison to read the meter during the said period. However I received a bill from Con Edison in June for $5,038.85 with a credit of $3,824.70 for the payments that we have made during the period mentioned. We contacted Con Edison and was told that although the meter reader visited the location and a remote meter reading is on the device they were unable to give an accurate reading because the meter is broken. How can we be charged for something if the meter is broken? They sent a representative out to replace the meter but did not remove the erroneous charge from our bill.Desired Settlement: To remove the erroneous charge from our bill.

Business

Response:

We apologize for the inconvenience you experienced in relation to the adjustment made on your account. Your meter was equipped with a remote reading device which allowed us to read your meter from outside without needed physical access to the meter in your home. It was determined earlier this year that this device was malfunctioning, and your bills were being estimated. Even though the device itself was not transmitting your reading, the meter itself was accurately recording your consumption. Due to this when we read the meter itself we were able to determine what you actually used, this resulted in a cancellation of estimated bills from the period of December **, 2013 to April **, 2015 for $3,824.70. We then rebilled the account from December **, 2013 to May **, 2015 for $5,038.85. On July *, 2015 we replaced your meter with Automated Meter Reading equipment. This allows us to read your meter without entering your premises, but no additional equipment, aside from the meter, is required. Our records indicate that on September **, 2015 you entered into a payment agreement for $100.00 per month plus current charges. The next payment for that agreement is due October **, 2015.Again we apologize for any inconvenience you have been caused.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[This explanation is not acceptable because Con Edison was able to read the meter in May 2015 prior to changing the meter in July 2015. Therefore why wasn't the meter read for more than a year? Secondly I entered into a payment agreement to stop the disconnection that Con Edison had threatened.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Our records indicate that the electrical problems

mentioned in your current rebuttal have been corrected and the billing for the

account is accurate. The remote device affixed to the premises not functioning

had no impact on the ability of the meter itself to record. This again, is the

reason that we were able to obtain a reading once access to the meter was

granted. Our records also indicate that we were provided access by the

individual mentioned in our previous response. If you would like

to pursue this issue or your previous PSC complaint further you may

contact the PSC and we will be sure to make our records available to them.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I believe they're overcharging my account. In the recommendation of ConEd representative I've obtained a licensed electrician who checked the service coming in from the road and found one of ConEd line to be dead which means they have loaded both lines on my account. ConEd need to correct the problem and revise their bills.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: We installed solar panels on our roof of the house in 2013 and have been on since 12/*/13. this is the second time this happened they send us a bill without taking the solar credits off so the bill is very high. it is normally $16-$30 but last month and this month it is over $200 each month for the same usage. they dont take off the solar and when you call for answers they pass you from one person to the next and no one can help you because solar is a different section they dont deal with. they give you a number that is disconnected or an email that no one responds too. then they threaten to shut off the electric when the bill is not paid.Desired Settlement: would like the billing to be adjusted with the solar panels through [redacted] before the electric is shut off for their mistakes

Business

Response:

[redacted], from the Net Metering group, spoke with the customer regarding his concerns and explained the billing to him on October *, 2015.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I have finally spoken to [redacted] a month after continuously trying to contact someone to help at [redacted] regarding this issue and his response was that that is the electric I used and that is the correct bill and they do not have any sort of breakdown on individual dates or amounts ive used and that I should contact the solar company that I use because its probably an issue with them. The supervisor, [redacted] from the solar company was on the phone a&p the same time as I was speaking to [redacted]. Once [redacted] was made aware that the solar panel company was on the phone he began to stutter and hadtrouble composing himself, but tried telling him what he told me. They both argued for a few minutes and then [redacted] said "hold on" and the phone soon disconnected after. He called me back about 20 minutes later to tell me that they will change the meter as per the solar company which they did and left it at that. I will be going further and contacting the state dept to get this resolved.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We apologize for the continued inconvenience. Our records indicate that a complaint was made with the New York State Public Service Commission on October **, 2015. The account is currently under review. We will make our records available.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

waiting to here back from psc. will know further when I am contacted.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: ConEd shut the gas off to a building we manage in Manhattan. There was one small repair that our plumber had to make, which he made and submitted the paperwork. Our tenants have now gone over 3 weeks without cooking gas, and ConEd only tells us that our paperwork is still under review. Energy Services never returns my calls and we can't seem to get them to review our paperwork and set up an inspection date to restore our service.Desired Settlement: The desired outcome would be to have an inspection date from ConEd and for them to restore service to our building as soon as possible.

Business

Response:

We went to the location on Monday, September [redacted] and restored gas to the building. Due to defective equipment certain individual units are still without service, and a contractor will have to contact our Energy Services Departmentafter additional repairs are completed for service to those units.

Review: I signed up for Time of Use electricity in February of 2013 almost 6 months ago, I was told my new meter was to be installed in March. In April after still not having received Time of Use billing I contacted customer service and on April ** I was told that the meter was installed but not yet programmed and would be done "soon". On June [redacted] after I received another bill that was not time of use I contacted ConEd again. I was contacted on June [redacted] and told that someone would come install the new meter on June [redacted] and that ConEd would credit me for the previous months billing that was not correctly billed at time of use. Someone did come on June [redacted] and install the new meter, I was unable to contact the person that contacted me about the credits because he provided a number that did not allow me to reach him. I have now recieved my July bill that still does not show Time of Use billing and also does not show any credits as promised by ConEd. The bill does reflect that two different meters were used in the service period however indicating that the meter is in place. This is completely unacceptable.Desired Settlement: I expect ConEd to provide me with Time of Use service and reflect that service on my billing. Further I expect ConEd to appropriately credit my account for the previous 6 months billing that ConEd failed to provide me with the time of use service.

Business

Response:

[redacted] made a Public Service Commission complaint on 8/*/13 that is being addressed by our [redacted] group. The account is currently pending final adjustment and the [redacted] case is still open at this time. Once the [redacted] case is concluded the customer will receive a letter along with adjusted bills.

Supervisor • Executive Action Group

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was contacted by ConEd on 8/**/13 as a result of my [redacted] complaint and was issued an August time of use bill which was estimated and grossly wrong. The representative, [redacted], said she would send someone out to read the meter on 8/**/13 to get a correct meter reading to adjust my August bill and also to appropriately adjust by previous months bills with credits. I was to have been contacted by the end of that week and was not and my attempts to reach the representative are met with a full voicemail box. I am shocked and how poor the level of customer service is at ConEd and the fact that it has taken the company 7 months and still has yet to resolve this issue.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have been contacted directly by Consolidated Edison Company of New York, Inc. regarding complaint ID [redacted], however my complaint has NOT been resolved because:

I followed up with ConEd on September [redacted] and was told there was a problem processing the credits I was due and that I would be contacted by September [redacted] at the latest with an update. I was not contacted until September [redacted] and was told that the situation was the same, a system problem was preventing my credits from being processed.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The initial response was sent to you on 8/**/13 indicating there was a [redacted] case pending, as we discussed once a [redacted] case is pending we must allow that process to take its course and do not intervene or override their authority. In this case the [redacted] case was closed out 9/*/13 and adjustments were made to the customer’s account for this particular billing issue through the rest of the year. A credit was also issued in November 2013 to further offset the original billing that was the result of the initial complaint.

Review: ConEdison sent me a bill of $144 for the months of September and October then they wanted me to pay a down payment of 90$ immediately otherwise theywill turn off the electricity and I received the bill in November. What I did instead I sent the money and paid for those months. After two weeks I sent the money for November bill. Then I received a noticed from them telling me that this is the last notice if I don't pay the money with the December bill they have no choice but just to turn off the electricity. and I paid everything I did not send the 90$ down that was requested I just paid the money for the months that I owed them. Now they still want me to pay the money and they still threaten me despite I paid everything. they include the 90$ deposit in January bill. I don't understand what is going on please help me to solve this issue I will appreciate it. Thanks.Desired Settlement: I just want them to take off the 90$ fee or reduce it first I just want to know why I have to pay it that's all.

Business

Response:

Review: All 3 buildings which comprise 1, 2 and 3 [redacted] has been waiting for employees of Con Edison to come to our buildings to

turn on the steam so the management office and super can provide steam for all 200 residents. Con Edi was supposed to come in Monday, October [redacted]

to complete this action, and neglected to come. All apartments in the building are without steam when the legal date for providing steam was October [redacted].

I consider this an emergency at this point which should be addressed today, Wednesday, and tenants should not have to wait any longer.Desired Settlement: Immediately send in the Con Ed employees to turn on the steam for 1, 2 and 3 [redacted]a today,

Wednesday, October **, 2013.

Business

Response:

Good Day,

I spoke with [redacted] in regard to her concers. We confirmed that the service was turned on effective 10/**/13 .

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On March **, 2013 I vacated an apartment at [redacted] - [redacted], in [redacted] (Coned account # [redacted]). I received a final bill of $33.XX was paid to coned. I opened a new account at my next residence at [redacted] (Coned account # [redacted]). I received a bill at my new address with $368 worth of adjusted charges from my old account. When I called Coned, it was explained that I owed money based on an adjusted reading that took place on March **, 2013. I asked to see a detailed bill which they provided. This bill showed fraudulent information. No reading took place on March [redacted], information that was only provided to me after I questioned how a reading took place on a non-working day (Sunday). The Coned representative named [redacted], admitted that an actual reading didn't take place until June **, 2013, 81 days after I no longer resided in the space. The new reading of 12338 versus an August 2012 reading of 07120 is being prorated and charged to my new account. Conedison has no way of showing that I used the electricity for which I am being charged. A lot of work typically goes into a changing apartment. On top of that, especially this year, summer months cause huge electricity spikes. I paid my bills for the entire tenancy. They are trying to make me responsible for usage that they cannot show I actually used. As a result, they have applied this balance to my new account. I received a turn off notice on my new account which will leave me without the necessary power needed to survive. I offered to pay what I owed on the new account ($161.86) but was told the amount is less than what they are requiring me to pay to keep the service active ($456.03 based on the old dwelling's transfer value). I was denied to keep my power on during this dispute. I was told a supervisor would call me back and has not done so. As of September **, I will be without power based on their less than reliable billing practices. Based on their fraudulent claim that a reading took place on March **, I am skeptical as to how much I would owe. I paid my agreed upon final bill and am not comfortable paying for services that they cannot show I used. Without power, I will be unable to keep my apartment cool and my food fresh. Please help with these concerns. The agent on the phone claims she offered me a deal. When I asked what deal was offered, she said the full balance due. That was an insulting thing to say to a current customer.Desired Settlement: Conedison should remove this charge against my account. I cannot be held liable for services they can't show I actually used. They should also apologize.

Business

Response:

My representative Ms. [redacted] attempted to contact Mr. [redacted] on 10/**/13 and 10/**/13. In both cases she was unsuccessful. A credit has been applied to the account in the amount of $368.00, offsetting the balance transfer. There is currently a Public Service Commission complaint pending on the account, which was placed prior to the credit being applied. It is unclear whether or not the customer is satisfied at this point because we have been unable to reach him, but the original disputed amount has been offset.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Please note that personal information is on my original submission to you. I didn't realize responses would be posted. If publishing, please edit out.

Sincerely,

Review: Have been dealing with Con Edison issues for about 2 years now. Power going out and then Con Edison telling us that we need to get a electrician to make sure that its not their issues. Have gotten and electrician three times now with each time it being a con Edison issue. Never reimbursed my fees which is approximately $700 dollars now. Con Edison comes out to do a temporary bridge and states they will come back after the snow melts, never returns to do a permanent fix. Have been calling them for the past 45 days and was told they would return my call, never happens. Finally spend 2 hrs waiting for an appointment because I refused to get a call back because of their negligence. and failure to call back. Tempray bridge has been a major concern since it is an ongoing issue and was never properly fixed. Summer is here and our tenants are using AC which will overload the circuits. Concern for safety of my 80 year old mother, tenants conerned and angry with us about it but its not our fault but Com Edison. Now they claim next available appt is July *. Not really acceptable since we have been dealing with this for over a year now and 45 days ago with multiple calls and messages the best they can do for is 30 days out. Really concerned about their lack of concern for possible electrical issues and the fact that we own that building and my elderly mother is part of their care and concern program. Very negligent on part of Con EdisonDesired Settlement: Resolution would be to come out sooner than scheduled appointment instead of July * . Make this a priority since it has been an ongoing issue for well over a year now. Reimburse my electrician expenses since it always has been a Con edison issue

Business

Response:

According to our records permanent repairs were scheduled for completion on July [redacted] We attempted to see if repairs could be expedited; however, repairs are generally addressed based on both type of work and age. Unfortunately, we were unable to expedite the repair date. We attempted to call [redacted] on July *, 2015 to confirm that repairs were completed, but we were unsuccessful in reaching her. A message was left requesting a callback if she had any additional concerns. Thank you [redacted]

Review: We are installing a generator and need Con Edison to hook up the gas line. We started the process with Con Edison on September. Despite speaking with multiple customer service representatives on multiple occasions, they failed to communicate the required paperwork and fees in order to get the appointment scheduled. First phone call was mid September, [redacted] changed their paperwork requirement, so my electrician submitted it to them. On my second call, I find out that I needed to pay a fee, so I dropped it off at their offices that exact day. My third phone call, they needed information from my plumber which they already had. My fourth phone call, the customer service rep assured me they had everything they needed to schedule my appointment. She advised me to call back later in the week. I called back and she said that the scheduler from the gas department had it on his desk and he would contact my plumber. I called today, 11/* and spoke to [redacted]. I find out that they need one more document called a 1 line diagram. [redacted] already has it but they required that it be on letterhead. So after 6 phone calls, they have not scheduled my appointment. Instead they are delaying my generator from working because of letter head. It is 11/* and my generator is still not hooked up. We are going into winter and I fear that I will lose power as we did the past 2 years. I have my family to protect.Desired Settlement: I would like Con Edison to schedule the appointment immediately and hook up my generator. They have everything they need from my electrician, plumber, and me. [redacted], the customer service rep from Con Ed Energy services, confirmed that with me on the phone today, 11/*.

Business

Response:

The customer has had a pending case with the Public Service Commission (PSC) since November *, 2013. As of this morning a PSC Liaison was in touch with the customer and was advised that the generator has been hooked up.

Thank you

Supervisor • Executive Action Group