Complaints

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:04/14/2025

  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.

  This issue relates to our gas meter inspection. I received a letter in Dec. 2024 starting to make an appointment to schedule the inspection. On 12/22/24 I scheduled an inspection and received a text on for the appointment on 2/18/25 between 12-4. I received a call the week of this inspection to let me know that they cancelled my appointment due to the storms. I rescheduled and have a text proving I rescheduled my appointment for 4/19/25 between 8-12pm. I noticed on my national grid bill I have a gas penalty charge of $200. I have an appointment so why would they report this to national grid. So I called reconn on 4/14/25 to find out why. They stated my appointment on 4/19/25 was cancelled because national grid will be shut down that day. I asked why I have $200 on my national grid bill when I had an appointment. He stated someone cancelled my appointment on 4/19/25 due to the aforementioned. I said I had no idea. No voicemail or anything on my phone from them to tell me to call to reschedule and also no text. So as far as I knew I had an appointment on 4/19/25. So the reconn customer service person stated when I called on 4/14/25 that on 3/12 the account was reviewed and they assessed the fine. How is this fair when I have never received communication about my cancellation but was assessed a fine because they stated they only tried to call once. So when they review don't they try to call or text and say you need to reschedule. This is all about money and extremely poor customer service. What business calls a customer once and then assesses a fine? Only a greedy one. You do realize you call from a 1 800 number and it could likely be spam so a lot of people don't pick up. So with no voicemail or text it's difficult to assess if this is a real phone call or not. I will say the customer service person is filling out a dispute because the weather and national grid being shut down is not any of my decision. I want that fee taken care of immediately.

  Business Response

  Date: 04/30/2025

  RECONN did attempt to contact the customer twice to reschedule the original inspection appointment, which was cancelled due to severe weather. The inspection has been rescheduled for May 16, 2025. RECONN has submitted a dispute form regarding the assessed penalty on behalf of the customer. The dispute process entails ************* contacting the customer following the completion of the rescheduled inspection with a decision on waiving the fine.   

• Initial Complaint

  Date:08/23/2022

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Reconn inspected my gas service already, yet they continue to send me harassing mail, have had the gas company fine me $100. They have never tried to inspect my meter after the first inspection. This company engages in fraudulent activity on behalf of National Grid. They falsely make claims that increase my utility bill and can result in shut off of critical utilities.