Complaints

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

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  Orange and Rockland Utilities Inc.

  390 W. Route 59 Spring Valley, NY 10977

• 

  Orange and Rockland Utilities Inc.

  500 Route 208 Monroe, NY 10950

• 

  Orange and Rockland Utilities Inc.

  15 Jersey Avenue Port Jervis, NY 12771

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:03/31/2025

  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.

  Orange and Rockland lied about the balance on my account in order to keep me enrolled in a payment agreement that I was not aware of. In September of 2024, I asked for the total on my account so that I could pay it in full. After a very long conversation where it seemed as if the person I was speaking to couldn't really tell me what the full about was. She finally said it is $1980. I paid the full amount. In fact, Orange and Rockland owed me money for 3 months because somehow the full amount I asked for was OVER what I owed. Now I am getting harassing letters that don't explain what total they addressing for not meeting my payment agreement. NO AMOUNT IS SHOWN ON THESE LETTERS. I called to today and the representative explained that the amount I paid in September was for current bills and not for the actual amount I owned. It was explained to me that because my account for a payment agreement was not discontinued Orange and Rockland had the right to hold my money for future bills. So none of the money was used toward the amount owed in in the payment agreement. Confused? Me too. When you ask for a total on your account isn't that what should be given to you?! What is this game they playing to rip people off? Today I found out that there is a $490.00 still in this "installment agreement" HOW!!!?? when I asked in September for a total. I was lied to and used as a bank. It outrageous that they are allowed to get away with this. It's like dealing with a loan shark.

  Business Response

  Date: 04/10/2025

  Upon receipt of Better Business Bureau (BBB) complaint number ******** on March 31, 2025, I attempted to contact *** ****** multiple times on the phone number provided to no avail. I left a voicemail on March ******** and subsequent phone calls were directed straight to a full voicemail box. On April 3, 2025, I emailed *** ****** to address her concerns and have yet to receive a response.

  In lieu of speaking with *** ******* I reviewed the phone call made by *** ****** to Orange and Rockland Utilities****** (O&R)Customer ******************* on September 10, 2024, which occurred in response to service interruption on the same day.

  Based on the September 10th phone call the following was determined:

  The **************** Representative (CSR) advised the payment agreement provided on April 9, 2024, defaulted as payment for Ms.Butlers July 8, 2024, billing statement was received late. The *** confirmed the current account balance, at the time, was $1,980.62.

  The *** proposed a new payment agreement requesting a $600.00 down payment with $116.00 monthly installments. *** ****** then offered to make a $1,000.00 payment the same day. The *** offered a payment agreement for the remaining balance of $980.62 to be distributed over 12-months installments of $81.70 to which *** ****** accepted. The *** activated the payment agreement and restored services.  Upcoming billing statements would request remittance of payment for the current bill plus the installment amount only.

  A check payment of $981.00 was received by mail on September 23, 2024. The Customer ******************* did not receive notification from *** ****** to cancel the payment agreement as she intended to pay the balance in full. Since the balance was enrolled in an active payment agreement and not available for payment until the agreement is cancelled, payment presented as a credit since no charges were due at that time.

  - The October 4, 2024, billing statement charges plus installment totaled $270.27 which was deducted from the credit and the remaining credit balance was $710.73. No customer payments were remitted in this billing cycle.

  - The November 5, 2024, billing statement charges plus installment totaled $286.43 which was deducted from the credit and the remaining credit balance was $424.30. No customer payments were remitted in this billing cycle.

  - The December 6, 2024, billing statement charges plus installment totaled $455.94 which was deducted from the remaining credit and the amount due was $31.64.
  

  - A check payment of $35.00 was received by mail on December 30, 2024.

  Payment agreement summaries can be found on the front page of every billing statement which displays information pertaining to the current status of the agreement. Additionally, customers enrolled on payment agreements will receive a payment agreement reminder letter mid-way through their billing due date.

  The most recent payment of $534.64 was received on March ******** and the remaining balance on *** ******* payment agreement is $490.30. O&R was transparent regarding *** ******* payment agreement enrollment and the billing charges are accurate.  All monies received on September 23rd ($981.00) were applied to the account in the form of credits between October 4, 2024, and December 6, 2024, as evidenced above with no customer payment remitted.  Intended future payments to pay off an account balance protected in a payment agreement will need to be communicated to O&R prior to payment for agreement cancellation. 

• Initial Complaint

  Date:03/27/2025

  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 had a bill that I paid $500.00 and I received a heap payment of $ ******. I called on the automated system and seen my bill payments were made and my balance was 0 then a few weeks later i received a bill for a bill for ******** and called them to ask how my bill was so much they responded by asking me if I wanted to make a payment plan . I made a payment of $540.10 which was stated on bill as amount used at that present time . I wish for the past two months be investigated. I am watching O&R repairing a line to my apartment at this very moment and want to find out the extreme pricing / overpricing on my account because I have never used over ******** in one month. Over $900.00. I am disabled.

  Business Response

  Date: 04/04/2025

  Dear *** ******************************** & Rockland Utilities, ***** (O&R) received Better Business Bureau complaint ID# ******** on March 27, 2025. You are disputing a past due balance of $900.
  
  Upon review of your account, we have determined the following:
  September 19, 2024 billing statement
  Total amount due $183.25 payment made in full on October 17, 2025. $0.00 remaining balance.
  
  October 18, 2024 billing statement
   Total amount due $240.82. No payment made.
  
  November 19, 2024 billing statement
  Total amount due $522.68. No payment made. This balance consists of the $240.82 October bill and $281.86 in new charges.
  
  December 19, 2024 billing statement
  Total amount due $934.92. No payments made.  This balance consists of the $522.68 November bill and $412.24 in new charges.
  
  January 22, 2025 billing statement
  Total amount due $934.76 this balance reflects a payment of $500.00.  The remaining balance includes $434.92 from the December 2024 bill and $499.84 in new charges.
  
  February 20, 2025 billing statement
  Total amount due $1,475.10 as of 2/20/25 no payments had been made.  This balance includes $934.76 remaining from the January bill and $540.34 in new charges.
  
  March 20, 2025 billing statement
  Total amount due $667.13 this balance reflects two payments made: your payment of $540.34 on 3/18/25 and HEAP payment of $496.00. The remaining balance consists of $438.76 from the February bill and $228.37 in new charges.

  
  The balance as of the March 19, 2025, billing statement was $667.13.  As you can see evidenced above the balance in question has accumulated over time starting with the October 18, 2024. The October, November and December bills were unpaid through the end of the 2024.
  We received a payment posted to your account on January *******, in the amount of $500 which was due by January 9, 2025. The utility did not receive another payment from you until February 25, 2025, in the amount $540.34. In addition to this payment, O&R also received a HEAP payment approved on January 21, 2025, but not received from the agency until February 21, 2025. While HEAP grants an award this does not mean the payment is provided to the utility at that time as seen on your account with the benefit being awarded in January 2025 but not paid until February 21, 2025.  Both payments in the amount $ *******, reduced the past due balance to $667.13.
  The utility uploaded the supporting spreadsheet demonstrating all transactions on the account. ********************** & Rockland is happy to work with you on an affordable arrangement to meet your needs. I hope this brings clarity your current account balance. Should you have additional question please reach out to Executive Communication, Monday through Friday,8:00 a.m. 4:30 p.m., excluding holidays. 

• Initial Complaint

  Date:02/10/2025

  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.

  The electric company has my payment plan so high it is unaffordable. My electric bill in a two bedroom apartment is over 800dollars a month. When I call to ask why they say I am using that much electric. I dont qualify for any programs. They turn my electric off In The winter and my dogs are in there. I have small dogs and a boyfriend with lung problems. They refuse to hear any of it. They make me pay thiusands of dollars to reconnect. They also made me take on a bill by a former *******. I didnt agree to pay the electric at that time, yet t when he moved they put his whole bill in my name. They sent me a bill and then the next day sent me a final termination. My bill is just double what it should be and if I dont pay it my electric is turned off. I dont know what to do. I have sent them several emails and they will not respond. How is this legal?

  Business Response

  Date: 02/20/2025

  Multiple attempts were made to contact *** ******** by phone and email to assist in the concerns, to no avail. In lieu of speaking with *** ********* Ive reviewed the account concerns. Please find the following response to the customers statement.

  On March 10, 2021, *********** contacted the utility to request service at ******************************************************************************************. Since there was a large arrears balance from the previous tenant, standard business practice is to request identification and lease or closing documents to verify the applicant was not living at the premises during the time of the arrears balance. *** ******** provided her lease, which indicated both she and the previous account holder were lessees during the time of the arrears balance. *** ******** attested to living at the location and Orange and Rockland Utilities****** (O&R) informed her she was responsible for the balance as her name was included on the lease. *** ******** was provided a backdated connect order to June 26, 2020, involving eight billing cycles totaling $2,102.24.

  *** ******** asserts her bill is double what it should be. In reviewing the historical usage starting in 2019, when the previous account holder and *** ******** occupied the premises together, the usage is nearly identical each year. *** ******** is noticeably using an extremely high amount of electricity during the winter months. Without speaking to *** ******** to confirm her heating source, I speculate she is utilizing electric heat as her winter usage ranges from ***** to ***** kWh per billing cycle. The region has experienced an exceptionally cold winter with temperatures far below freezing, and customers not only in O&R's service territory but also in the state of ******** are experiencing higher than normal usage and winter bills associated with heating their homes. Alternatively, ************ usage outside of the winter months range from 500 to over ***** kWh per billing cycle.

  *** ********* payment history is inconsistent, leading to defaulted payment agreements which, in turn, initiates termination notices sent within regulatory guidelines. While the utility is under no obligation to offer continued payment agreement after default, I am unable to discuss the possibility of adjusted agreement terms without her participation. *** ********* current account balance is $3,169.07.

  Lastly, *** ******** advises her boyfriend has a medical condition. The Medical Hardship Program offered by O&R provides a 30-day suspension from collection and service interruption action for individuals experiencing a financial hardship due to a medical event, such as a hospital stay. However, this is only a temporary suspension meant to aid the account holder in preparation for payment upon the expiration of the hardship.

• Initial Complaint

  Date:02/05/2025

  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.

  I had an issue with Orange and Rockland, where they were charging me for a refund that was due to them overcharging me. That issue was resolved and I was informed my account was closed and I was in good standing. I then received multiple emails stating I would be sent to collections if I didny pay my outstanding bill, and when I looked at the bill, it was for zero dollars. When I called I was told this was an error and I owed nothing and my bill was closed. I now am receiving a bill for $7.27. I haven't lived at that address since July. I have spoke to multiple representatives that have stated I owe nothing. This is now out of control.

  Business Response

  Date: 02/19/2025

  Orange & Rockland Response:
  
  **********
  
  Your email address has been removed from your closed utility account to prevent any future payment messaging.  We continue to investigate the foundational cause behind the continued emails within our new billing system and are working with the system architect to resolve this issue.  Orange and Rockland Utilities, **** will maintain in contact with relevant updates.   

  Customer Answer

  Date: 02/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I went from owing $0, to owing $7 to owing over $300 dollars. They are stating its a new program, but they have been using this program for over a year. They removed my email from.the account, but refuse to purge all of my information. As well, I got an automated notice my bill was ready and that's how I discovered the new charges. I was promised these issues were resolved the last time I contacted the BBB, and the state, and they have not only not been resolved, but they keep getting worse. I've spoken to several representatives, have received nothing in writing about what is being done to address this issue. They claim its a front office/back office issue, and have blamed the architect of their program for the issue. No one called me to warn me I might have a new charge and not to worry about it, I had to get an automated response and call myself, after showing several months where I owed nothing. How my account has been handled, the misuse of my funds and state funds, and the constant back peddaling with so-called resolved issues had been stressful and time consuming. 

  The current representative handling this has repeatedly assured me that this won't go to collections,  and for me to disregard the charges. But without any proof in writing that this is all erroneous and I am not liable, I cannot trust that this issue will be handled without having some legal recourse. I seriously want all of my data, the entire account, wiped out. 

   

   

   

   

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

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

  Business Response

  Date: 03/06/2025

  Dear *** *************** closed account reflects a $0.00 balance as noted below. The billing system maintains all previous account holders associated with a given address and as such Orange and Rockland Utilities, **** is unable to purge your information from the system.  
  
  You have been provided with direct contact information to the *********************************** should you have any additional questions or concerns. 

• Initial Complaint

  Date:01/22/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  O&R is incorrectly billing me for one of my several mixed use buildings in the town of ******They classify it as space heating and the charge is almost 2x that of other buildings that are exactly the same and are billed as gas general service-commerical.I have had an O&R employee visit my building ( **********************) in June ******************************* question and the similar building ( ***********************) that is billed as general service-commercial. He agreed both were same- boiler, square footage, row attached building in downtown. Both are within a few blocks and in the same building zone as each other. Both have commercial on first floor and 2 apartments above. Everything is identical.I have actively called for 1 year since February 2024 to have this addressed. I called when we first bought the building (June 2021) but only followed up a few times as i was getting no where.I have received no communication from O&R meanwhile my December bill is about $150 higher due to the space heating designation vs if it was classified as general service commercial.

  Business Response

  Date: 02/04/2025

  On January 22, 2025, I spoke with *** ****** regarding her Better Business Bureau complaint. She noted that ******************************************,had a different gas service classification compared to a similar building,resulting in higher charges.
  

  A follow-up Rate Check on January 30, 2025, confirmed that both buildings had similar size, BTU load, and gas metering equipment. The utility will honor the rate change retroactively to April 2024, when *** ****** first requested it.

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  Thank you for all your help, because of your involvement the business was engaged and ultimately there was a positive resolution!

  
  Much appreciation,
  
  ******* ******
  
  
  
   
  

  
  

• Initial Complaint

  Date:01/09/2025

  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.

  Unexplained power outages causing damage to electronics welfare of children and peoples with disabilities and affecting peace of life. December 22 2024, January 2nd,3rd,5th,7th 2025 and again today the 8th. O and R is doing nothing. No reasons. Its as if it is planned overtime planned outages for planned overtime. Please explain how every time power goes out at 7:30pm or 8:30pm till 11pm. On December 22nd was over 10 hours without power with freezing temps outside. You can drive around the area and see some of the electric poles are being held together by rope, gravity of fallen limbs and sheer luck.

  Customer Answer

  Date: 01/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. *** management called and explained the outages and the plan to improve service in the future. 
  
  Sincerely,
  
  ******** *****
  
  
  
   
  
  

• Initial Complaint

  Date:12/16/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I previously had an account with ********************** and Rockland that I resolved in August 2024. I had been making payments, and then noticed I had a surplus on my account and had a major debit by the time I had closed my account. Whilst paying my electricity bill, orange and Rockland was also collecting money from an energy program on my behalf, but failed to notify me of this. I kept receiving a bill in the mail, and I kept paying it, despite this program fully covering my bill. I was never notified of being in this program, but O&R kept collecting from me and the program anyway. That is my first complaint. My second complaint is that I received refunds from the balance of my account in the mail. I checked if they were legitimate and they were, so I assumed it was because of the excess in my account. Several months later I received a phone call and letters in the mail stating that my refund was done in error. Apparently, if I paid into my account along with thw program, orange and Rockland took my money instead of the program and then used the program money to put a credit on my account? They failed to notify me of this and none of this reflected in my account until March of 2024. When I received notification that I was refunded incorrectly I immediately called to inquire about it. I spoke to a billing representative and was told I received the notification in error and that I owed nothing. This was in late Sept/early October of 2024. I also checked my account in November of 2024 and my account read 0 owed. Now, 2 weeks before christmas, I got a notification that I owe almost 500 dollars due immediately. Except I checked for months after receiving the notifications, along with confirming with O &R that I didn't owe anything. I'm disabled and out of work and they know this. I took a screenshot dated December 2nd. It's dated on my phone which I can't alter to show a zero balance.I also canceled my account done by August buy it still says it's active.

  Business Response

  Date: 12/20/2024

  Thank you for allowing us an opportunity to assist with your concerns.

  
  After further review, it has been determined that you were entitled to only a portion of the $484.31 excess credit amount refunded to you in October 2024. The amount of $128.57, accrued by customer overpayment through March 2024 (at which point you ceased making payment), was the intended refund amount. The remaining $355.74, refunded to you in error, had accrued through Energy Affordability Program (EAP) credits which can only be applied to your utility account.

  
  When you closed your account in August 2024, you were informed by a **************** Representative and a Supervisor, that the credit balance reflected on your account had been accrued through *** and would need to be returned to the program leaving you with a $0.00 balance. Once the error was identified, we promptly notified all affected customers, including yourself,with a telephone message and written correspondence.  Ahead of our advisement, you had cashed the refund check.

  
  We apologize for any confusion and inconvenience this situation may have caused. Our goal is to provide clear and accurate information.  It is my hope that I have now provided that to you. I appreciate your understanding and cooperation throughout my account review. If you have any further questions or need additional assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 12/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am waiting for an email resolving this matter directly from the company, and a letter officially saying this is resolved. 
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:07/31/2024

  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.

  My account is on auto-pay.I have a credit in the amount of$608.03 and they are refusing me the full refund unless I provide them with a copy of my bank statement, which doesn't make sense because their records show my bank. I have received refunds in the past and there has never been a problem. I see no reason for them to need a copy of my bank statement,

  Business Response

  Date: 07/31/2024

  Company Response:  ******************** is unwilling to comply with company policy in providing bank statements to verify payments made within the last 30 days were withdrawn from her bank account. Payments made,which have accrued a credit balance, that are outside of 30 days old have been refunded to her in the amount of $307.36, as is standard procedure since the utility is not repository for excess funds.  The remaining credit can be refunded once bank statements are provided, or payments are over 30 days old.

  Customer Answer

  Date: 08/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Orange & Rockland is refusing my full refund because I refuse to show them my bank account. My account is on auto pay and a payment goes out from my bank every week. Orange & Rockland can see my bank name and the payment amount of the weekly payment. I spoke with a ******* who stated I need to prove the payments were made.., which is ludicrous because their systems shows the pmt amount and my bank. ******* stated that O&R hasn't reconciled and therefore won't issue the full amount. I stated to ******* that because of the identity theft and that it is my personal bank account I am not providing my bank information. Also, I have had a credit on my account for a number of years and O&R has NEVER NOT received FULL and complete payment by the due date. Hence,  I have acredit due to my OVERPAYMENT..,And my payments have never been  refused for lack of appropriate funds in my account.

   

   

   

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

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 08/05/2024

  ******************** was advised of current company policy as it pertains to refunds.  A refund of excess account credit will be returned with 1) proof that payment has cleared her bank account OR 2) after a ****** period from the date payment was received by Orange and Rockland Utilities,Inc. ******************** refuses to accept either option.  The utility is happy to assist ******************** with the refund once she advises which option she would like to exercise. 
  

  ************************ account is currently enrolled in the Budget Bill ********** is a levelized payment option, reviewed every four months, over a 12-month period.  With the levelized amount, ******************** is aware of her monthly charges and submits weekly payments over and above the billed service totals.  The excess credit is caused by ************************ monthly over payment.  To avoid the need for refund, the levelized billing amount should be divided by four for weekly payments.

• Initial Complaint

  Date:02/28/2024

  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.

  For many months ORU did not bill properly. we requested many times that they bill us but they didn't. Once ORU did bill we owed a large amount which I requested to be paid in installments and they stop ACH from our account. that did not happen since we paid and they also took out the money from our bank. I tried calling multiple departments multiple times but was told that someone will get back to me which never happened yet.

  Business Response

  Date: 03/19/2024

  Customers original complaint: Billing or Collection Issues
  For many months ORU did not bill properly. we requested many times that they bill us but they didn't. Once ORU did bill we owed a large amount which I requested to be paid in installments and they stop *** from our account. that did not happen since we paid and they also took out the money from our bank. I tried calling multiple departments multiple times but was told that someone will get back to me which never happened yet.
  
  Utilities Response
  Orange & Rockland Utilities, ***** (O&R) was advised on February 28, 2024, by the Better Business Bureau (BBB) that a complaint was posted to their website,referencing your concerns.  Since reviewing the concerns, O&R has maintained contact with you both over the phone and via email.  You have also been provided with a direct contact number to the Executive Staff.
  After reviewing your concerns, we determined that your payment of $60,089.73 was distributed to the 11 sub accounts enrolled under your master summary billing statement, as directed.  The payment cleared the account balances of the 11 sub accounts and payment allocations are confirmed on each of those accounts.
  As further confirmation to your requests, the *** payment method has been removed. O&Rs ********************* is working to verify if payments made on the subaccounts are reflected on the master account billing statements. The Executive Staff will maintain contact with you on all concerns.  
  We appreciate your feedback.  Our customers and their experiences are a priority at O&R.  I hope that you have only positive experiences with O&R, in the future. 

  Customer Answer

  Date: 03/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  So far the issue has not been resolved. Im still waiting for ORU to post my payment to my account and update my balances.

   

  Thank you,

  * ***************************** *************************************** ************** ** ***** ** ****************** ** ************ ***********************

   

   

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

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 04/05/2024

  Customers Statement of the Problem:
  For many months ORU did not bill properly. We requested many times that they bill us,but they did not. Once ORU did bill we owed a large amount which I requested to be paid in installments and they stop ACH from our account. that did not happen since we paid, and they also took out the money from our bank. I tried calling multiple departments multiple times but was told that someone will get back to me which never happened yet.
  So far, the issue has not been resolved. Im still waiting for ORU to post my payment to my account and update my balances.
  
  ********* ******** ***** ****** * ******** ********** **** ***** *** ******************************* ***** ***** *** **** ******** ******* ** ********** *******
  
  
  The Better Business Bureau (BBB) notified Orange & Rockland Utilities, **** (O&R) on March 29, 2024, after your expressed concern was unresolved. Executive Staff made two attempts to contact you on March 29, 2024 by phone to discuss our findings and adjustments. Two separate voicemail messages were left requesting a callback. O&R was not afforded the opportunity to discuss these changes prior to your escalating with the BBB. 
  Since receiving your initial BBB complaint on February 28, 2024, Executive Staff has remained in contact providing you with an in-depth explanation of the back billing that occurred from November 2023 to December 2023 on the Master Summary Account which hosts 11 sub-accounts.
  The focus of your escalation relates to a payment of $60,089.71 received by the utility and allocated to the individual sub-accounts. Although the master statement did not reflect your payment, Executive Staff reviewed your February 6, 2024 billing statement with demonstrating allocations made on each sub-account totaling the $60,089.71 check payment.
  Customer Accounting completed an analysis of the Master and all sub-accounts resulting in a reallocation of the $60,089.71 as a lump sum payment back to the Master summary account. The payment redistribution on the account and waived late charges will result in a credit on this account just under $100. Going forward, payment transactions will display on the Summary (master) bill statement only and the sub-accounts will only reflect individual account usage details.
  Thank you for the opportunity to research and resolve you concern.
  Regards,
  Orange & Rockland Utilities
  **********************************

• Initial Complaint

  Date:02/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been in contact with oru customer service over the past few weeks, in regards to the payment arrangement / Budget billing I have on the account, I have been sick and in the hospital over the past few months, my social security has been help up over date inaccuracies that have been finally resolved, I have sent information in and they keep asking for more and more, I just need the arrangement and whatever that is needed re-adjusted so I do not need to make a payment of over 4k and stay at risk of being disconnected, here is my last email to them, please also note I am disabled and have terrible phone service at my house, I am in the process of figuring out how to fix this, email is the best form of communication I kindly request that this matter be escalated to a supervisor. While I am diligently working on gathering all the documentation you requested, I must emphasize that I have been hospitalized for the past few months and only recently discharged. The ongoing back-and-forth and worry of disconnection is significantly stressing me out, adding unnecessary pressure to an already challenging situation.I have already provided bank statements, letters from social security, detailed income versus expenses breakdowns, verification from my pension, and pertinent medical documents. My sole request is for a feasible payment plan to address the substantial balance owed. Additionally, I have applied for assistance through various channels including HEAP, People for People, ******************* Catholic Charities, and OC ********** Unfortunately, each organization is redirecting me to the others, resulting in a frustrating cycle of seeking assistance.I can make monthly payments since social security will resume in the next month or so, and I will continue to get my pension, I just do not have the large sum that is being asked Your understanding and prompt attention to my request for a payment plan would greatly alleviate my current stress and financial burden.

  Business Response

  Date: 02/29/2024

  Customer Dispute
  I have been in contact with oru customer service over the past few weeks, in regards to the payment arrangement / Budget billing I have on the account, I have been sick and in the hospital over the past few months, my social security has been help up over date inaccuracies that have been finally resolved, I have sent information in and they keep asking for more and more, I just need the arrangement and whatever that is needed re-adjusted so I do not need to make a payment of over 4k and stay at risk of being disconnected, here is my last email to them,please also note I am disabled and have terrible phone service at my house, I am in the process of figuring out how to fix this, email is the best form of communication I kindly request that this matter be escalated to a supervisor.While I am diligently working on gathering all the documentation you requested,I must emphasize that I have been hospitalized for the past few months and only recently discharged. The ongoing back-and-forth and worry of disconnection is significantly stressing me out, adding unnecessary pressure to an already challenging situation. I have already provided bank statements, letters from social security, detailed income versus expenses breakdowns, verification from my pension, and pertinent medical documents. My sole request is for a feasible payment plan to address the substantial balance owed. Additionally, I have applied for assistance through various channels including HEAP, People for People, ******************* Catholic Charities, and OC Fuel Fund.Unfortunately, each organization is redirecting me to the others, resulting in a frustrating cycle of seeking assistance. I can make monthly payments since social security will resume in the next month or so, and I will continue to get my pension, I just do not have the large sum that is being asked Your understanding and prompt attention to my request for a payment plan would greatly alleviate my current stress and financial burden.
  
  Utility Company Response
  I reviewed ***************** account history and current account balance prior to contacting him.His budget bill amount is $593.00. His payment history has led to an outstanding balance that will require arrangements to pay it down.
  **************** did mention in his narrative, he is receiving a pension along with pending disability payments. This such assist him with staying on track.
  I attempted to contact the customer by phone on two separate occasions. ****************** did respond by leaving a voicemail message. He requested all communication going forward, by email.
  Based on his balance, we can ***** him a new payment arrangement with reasonable terms based on his current financial circumstances. The new down payment offered is lower than originally requested.
  I emailed the new terms along with the deadline date to activate this payment arrangement. He agreed by email, the down payment would be in place by the deadline.
  We welcome the opportunity to assist all Orange & Rockland Utility customers with their concerns. Should he need assistance in the future, he was provided my direct contact information.
  Regards

  ******** * ************************ ************** ********** ****** * ******** *********