Orange and Rockland Utilities Inc.

Review: back in janurary orange & rockland contracted a company to replace gas lines in my neighborhood. as the contractors ripped up the lawns, roads we were all told that everything will be replaced & fixed & look as it was before they starting started this work. that contractor has been here once to try to clean their mess & toss seed down, which throughout the neighborhood is all dead. we were promised by this contractor they will allow us to pick the seed we want, they replace rocks, shrubs, plants anything they damage. nothing has been replaced or fixed. to date orange & rockland still have not address the issues of all of the neighborhood yards not being fixed properly. I have contacted them at least 6 times since march, over and over being promised it will be fixed. have spoken with several managers, and still nothing being handled. I have been told so many different stories of how orange & rockland is liable to make sure its fixed. my front lawn has to be pitched right so the water flows to the drain that the town has in my yard. with all the rain we got in june, the pitch was wrong, water was sitting for weeks, drawing bugs, not to mention a oily film was on top of the water sitting, not sure if that is coming from the gas line being dug up or what. I'm starting to believe their goal is that you give up, pay to fix it yourself, as I have & get away with not having to fix the problem. the roads are broken up along the sides of the roads from their equipment, which also still has not been fixed. I was even told by [redacted] one of their managers that he paid a landscape company $2,000 to fix just my lawn. if you are paying that kind of money wouldn't you be following up to see the job is being handled. very sad that a company this size thinks that little about their customers properties, maybe its because i'm a women and they think I don't know any better when it comes to landscaping.Desired Settlement: to be refunded for what I paid to have my yard fixed, my time to fix it, along with the an adjustment in my electric bill(i'm on a well), because I have been watering this area for months trying to get the grass to grow that they planted, and now that I planted.

Business

Response:

I spoke with our customer [redacted] regarding her concerns. We mutually agreed to an appointment to review the customer's property damage which is related to consruction work done by Orange & Rockland Utilities. The apppointment is scheduled for August * at 8:00 a.m. I will follow up with Ms. [redacted] after the appointment is complete.

Consumer

Response:

I have reviewed the response made by the business in reference to my complaint. They did come out on friday august [redacted] to review the damage that was done back in december by their contractors. I was told they will contact me in a few days after our meeting

Sincerely,

Review: I suffered identity thief at the beginning on the year on my [redacted] checking account. I had to leave the account open until March to get all my funds returned by [redacted]. In the mean time I opened a [redacted] Checking Account. I was paying ORU by check by mail all through May, because I did not have time to call to replace the account on my auto-pay as the auto-pay can not be update by the client after they set, it must be updated by ORU customer service representative. I finally found time in May to call to have this updated to my [redacted] account. I did not pay attention in June thinking that everything was ok. First week of July I get a Final Termination Notice from ORU. No prior notice was sent. I go to ORU to pay my bill by check as I have always paid my bill by check. I was informed that my account was flagged for bad checks, which is impossible. I have the representative check which account was being drafted from. It was the [redacted] account which I had closed in March as the identity thief was resolved by then. I was further informed that I could not pay by check that I need to produce cash payment. I was ok I can do a one time cash payment and then I can have the auto-pay reinstated correctly. I was told no. I was flagged for bad checks. My account could not be put into auto-pay or take a check for the next year. I need to come in every month with cash and pay my bill with cash every month or pay a 7 dollar transaction fee for using a debit(THIS IS MY BANK SAME AS CHECK) or credit card. It is not my fault that ORU drafted the wrong account not once, not twice but FOUR times. They did not inform there was an issue with the drafting account. They did not call me or warn me. They sent me a final termination notice. This has affected my credit, my time, my ability to pay my bills and has caused undo harm.Desired Settlement: I want my account cleared of the bad check flag. I want my auto-pay reinstated and I want a formal apology from ORU for their mistake and causing undo harm to reputation. I am not looking for a credit(7 dollar return fee is your fault but you can keep it), I am not looking for damages. I just want my account fixed and my credit report updated to reflect that the issue was ORUs fault.

Business

Response:

The business has responded. Please see below:I spoke with [redacted], today July **, 2015. I advised him that I will override the Cash Only flag and allow him to re-enroll in Automatic Bill Payment due to his unique situation. During our converation, he did not have his new routing and account number on hand. I explained that he will call the call center to re-enroll with his new banking information. [redacted] did not receive the Returned Item letters and Automatic Bill Payment removal letter. I sent copies of these letters to him through the mail. I also explained to him that this will not affect his credit score. Form our conversation, it does seem that [redacted] was satisfied. I hope that going forward he will only have positive experiences with Rockland Electric.

Review: A neighbor called in a gas leak at our property even though there is none, Orange and Rockland dug a hole in our yard and covered it up with grass. When I came home, I walked across my lawn and slipped on the grass the workers tried to hide. I just had knee surgery and the slip aggravated my knee.

The company never called to let us know they were going to dig and they still never let us know if there is a leak.

The workers told us that a next door neighbor called it in and when the workers got there, the neighbor wouldn't open the door.Desired Settlement: I want to know if indeed there is a gas leak because we haven't smelled gas in the 7 years we've been here.

Consumer

Response:

At this time, I have not been contacted by Orange and Rockland Utilities Inc. regarding complaint ID [redacted].

Sincerely,

Business

Response:

[redacted]

Dear [redacted]:

This letter is in response to your complaint filed with the Revdex.com on August **, 2014.

A gas leak was phoned into Orange and Rockland on March *, 2014. The customer who reported the leak stated they smelled gas between [redacted], and your home, [redacted]. When our Gas Operations technician arrived to the location, they confirmed the gas leak was not between ** and [redacted]. The leak was found across the street in front of [redacted].

They discovered a Type 3 gas leak, which was scheduled to be repaired on July **, 2014. To ensure our customer’s safety, the leak was monitored on a weekly basis pending the scheduled repair date.

[redacted], Orange and Rockland’s [redacted], visited your area on July **, 2014, to inform your neighbors and yourself about the impending digging that was going to take place. [redacted] stated he was not able to make contact with the customer at [redacted] confirmed he had a conversation with you about the repairs.

The gas leak was found and repaired. Orange and Rockland encourages our customers to always err on the side of caution and call at the slightest smell of gas to ensure their safety. We can assure you that the safety of our customers is important to us.

Sincerely,

Review: I called orange and rockland utilties and let them know that I was moving out of service that day and to shut off service as soon as they are able. I thought it was done until today I receive a bill dated 2/**/14 with billing dates from january [redacted] reading to feb [redacted] reading date. I called customer service to complain and let them know that I havent lived there and was told that I am responsible for the bill as they dont have record of me requesting a shut off. this is absolutely insane. I should not be responsible for their errorDesired Settlement: I would like the bill to reflect service I used and not the january [redacted]-feb [redacted] reading added to it

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. The company has said that they are sending me a bill to reflect changes that our in my favor. I hope they do so

Sincerely,

Review: Orange and Rockland billed me for a late charge and I was not late. In fact, I was 3 days early. When I contacted them they said they would give me a "courtesy" waiver of the late fee.

I do not need an erroneous charge "waived" as I was not late paying my bill. They also did not tell me if they were crediting my account or if I should just debit the amount when I make my next payment. They are not being honest about their business practices. Their response to me was that my payment posted on the due date; in essence admitting that they put an incorrect and erroneous charge on my bill. I pay electronically so my payments are issued on the day I send them which was 3 days before it was due. Also, I signed up for electronic billing to avoid their charge for issuing a bill. They don't have to pay for postage or a return envelope or print out an invoice anymore to send me my bill so why am I still being charged for them issuing me a bill? What a rip off. If you spread these erroneous charges over their entire customer base it makes for a nice fat profit for them at the customer's expense. What nerve.Desired Settlement: They owe me an apology as well as a credit for the wrongfully billed late charge. They also should not charge for issuing a bill and should refund this charge as well, both retroactively and in the future for customers who do not receive a paper bill in the mail.

Business

Response:

The business has responded. Please see below:I spoke to [redacted], who apologized for filing the complaint. After some research, it seemed to be an error stemming from her bank not Orange & Rockland. She states she will retract her complaint with the Revdex.com & again apologized for the the mistake. She thanked us for our services and consideration.

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: Company did not want to activate account on the meter by saying the meter does not exist, does not belong to them even though all other meters on the same building belonged to to them. Numerous attempts were made by landlord and by tenant. Company also refused to send the technician to verify the meter. Few months later without warning company removed its meter causing no electricity and lost inventory (its a small commercial space). Company stated that meter was removed for non-payment, refused to put meter back, even though in the city records all electrical work was done years ago with all proper permits and all 8 units were updated at the same time. Company requested to submit new meter application that includes additional costs for new contractor, new city permit, etc even though no new electrical work was done since all original approvals.

Address: [redacted]Desired Settlement: 1. Reimbursement of costs associated with unannounced meter removal (no warning is a really bad practice)

2. Reimbursement of costs associated with replacement of the meter

3. Change of practices in the similar situations for other customers (meter identification: send technician to verify when requested; taking meter away: provide notice to disconnect)

Business

Response:

The business has responded. Please see below:This was originally a case with the New Jersey Board of Public Utility. The initial case was to expedite the reinstallation of the meter for Unit 7 at [redacted]. Mr. D[redacted] (the owner of the building) quickly submitted the paperwork required to install the meter on 8/**/2015 and meter was installed on 9/*/2015. I researched the concerns listed in the Revdex.com and I spoke with Mr. D[redacted]. The company did not have any records of the meter that was removed for Unit 7. There was no notice given since there was no customer of record for that meter. I have discussed this matter with our Customer Meter Operations department. These practices will be reviewed and if necessary revised within their group. Mr. D[redacted] mentioned that there were several accounts at this location. To make sure that this situation did not occur again, I asked our New Business department to investigate the property. Together, we confirmed that each meter on the property has an established account in our system. While speaking with Mr. D[redacted], he asked about reimbursement for the electrician he had to hire and for the day he had to take off of work. I advised that I am not authorized to make that decision. However, I would have the Claims section of our Legal department send him a packet to fill out. Should Claims find the company at fault they would approve the reimbursement.

Review: Have an ongoing problem with orange and Rockland utilities. Constantly losing power for hours and days at a time. Have lost thousands of dollars in having to purchase generator, by having to throw out food that is always spoiling, having to buy New television, refrigerator, and washing machine because of power surge. Orange and Rockland stated we are at end of line with only 30 houses in the area so they fix the larger population areas first which is unfair because we pay the same rates as everyone else.Desired Settlement: I would like problem fixed and some kind of reimbursement for all my families troubles.

Consumer

Response:

At this time, I have not been contacted by Orange and Rockland Utilities Inc. regarding complaint ID [redacted].Sincerely,[redacted]

Review: I moved out as of May 1st and had all services cut off at that time. I was billed for an extra month and also have been billed for over a year for an charge of 900.00 square feet for 540 ish every month. No way my bill should be this high. I have spoken to O&R until I am blue in the face. They continue to bill me incorrectly and send me and outrageous final bill of 1000 something dollars.Desired Settlement: In the summer the first year I lived at the location my bill was 149.00 and it went up in winter for what reason. Only one, I was being billed for the downstairs tenant gas as well as my own. I want my bill adjusted to the amount it was in the summer and the second month, I want off my bill all together as I did not live there and the landlord is responsible for that charge. I have a current lease to support my claim of when I moved. O&R over charged me severely.

Business

Response:

I responded to the customer's concerns via written correspondence which will be mailed Friday, [redacted]

Review: The lowlife company, owned by [redacted], allegedly sent a lowlife employee to verify the accuracy of my meter one month ago. The lowlife drones I spoke with said they would contact me by snail mail, informing me of the results of this test.

I have never heard from them.

I am disputing all charges until I receive a report of this test.

The mns and lying lowlife DO KNOW that my service address is NOT the same as billing address. I have not recd any communication from these lying drones at the billing address and I do not live at the service address so there is no reason for me to check mail there.Desired Settlement: I want written results of their alleged meter check and a $1M credit.

They may only contact me by snail mail. I do not know accept phone calls or e-mails from lying lowlifes.

Thank you and have a nice day.

Review: Had power shut off when we moved, received a bill for 1,500 dollars on a property that has a barn with some lights and a well pump. For one year paid bills every month. The bill went up and down always. After receiving last bill at the above price called orange and rockland utilities to see what the problem was, they said there was unsafe stairs and could not get to the . However there are no stairs at the barn.. At my new address the bill is paid in full. They are sending letters to cut my power, no matter ho many times I try to clear this up. I just received a notice that they are shutting off my power on dec,** 2013. I am handicapped and I have small children in my home. I payed all bills at this address the last one at the beginning of dec now they say I own 2,000 dollars. Plus while reviewing my past payment history, I noticed that a payment of 159 was not on the paper but I have copies of the payment to them from their own site, from aug.Desired Settlement: That I am not responsible for the bill they keep sending me ,and stop the threats of shutting my power in dead of winter. .

Business

Response:

[redacted] received a corrected bill on 8/**/2013 when Orange & Rockland was able to get an actual reading. This reading was for the [redacted] location Account #[redacted]. We had an actual read on this meter on 12/**/2012 for [redacted] and didn't get another actual company read until 8/**/2013 for [redacted]. This meter was blocked and [redacted] was receiving bills showing zero usage or an estimated usage. Once the meter was read on August **, 2013 she received a corrected bill showing the increased usage and her current electric charges for the nine months being $1,523.34.

This has been explained to [redacted] and she was offered a interest free payment plan for this amount. When [redacted] moved from [redacted] her balance followed her to her new location at [redacted]

Any questions, please call me.

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]The meter was never blocked. They claimed that there was unsafe stair conditions, when they found out there were no stairs the story changed to the meter was blocked.The bill changed from 30 to sixty, to one seventy three,to twenty dollars, so they can just pick numbers and charge you without knowing the truth. What it comes down to the meter was never blocked, is easy to get to and a well pump and about six light bulbs come to over two thousand dollars a year, something not right and needs to be investigated further.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Orange and Rockland Utilities Inc. regarding complaint ID [redacted].

Sincerely,

Review: On more the one occasion I have received more then one bill in a month. Then this month my bill was one amount. I paid over the amount due and I was told another 88 dollars was still due and if not paid my electric would be turned offDesired Settlement: I would like the 100 dollars paid on 6/*/14 credited to my next bill

Business

Response:

From the information [redacted] provided to me, it sounded like she was misinformed of the remaining amount needed to restore her $30/month payment plan. This caused confusion being that she was provided a new $10/month payment plan. I apologized for the confusion and advised I will take her balance of $766.00 and start a new payment. She is also aware that another payment is not needed until after the new bill is produced on 7/**/14.