Complaints

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

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  Orlando Utilities Commission

  100 W Anderson St Orlando, FL 32801

• 

  Orlando Utilities Commission

  P O Box 3193 Orlando, FL 32802

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:06/26/2025

  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.

  OUC send a Water bill for $3,269.69. my bill has never been over $50. OUC stated that if I can show proof that it was an issue with a Water leakage. And that if I show the water leakage has been taken care of they will waive the bill. i showed the plumbers receipt that he fixed the water leakage. i showed proof 3x's. And they never investigated why an Elderly disabled person will have a bill that was high amount. now, I am left without running water, An the manager at OUc is saying that there is not the can do about. yet, the have helped others

  Business Response

  Date: 06/27/2025

  At OUC, we value our customers and appreciate the opportunity to address their concerns. Below is a summary of the activity related to our customers high-water usage and subsequent request for a leak adjustment:

  
  02/13/25 A high water usage notification was printed and mailed to our customer.

  
  03/14/25 A second high-water usage notification was mailed.

  
  04/29/25 Our customer contacted ********************** to report that a leak had been repaired at the property. A 30-day payment extension was granted to allow time for submission of repair documentation.

  
  06/03/25 We received an email from an authorized contact on the account stating that the repair involved a hot water heater. According to OUC policy, leaks related to hot water heaters are not eligible for the courtesy leak adjustment.

  
  06/05/25 We responded via email to explain that the repair did not qualify for adjustment. However, we offered a payment arrangement to help break the balance into smaller, more manageable payments.

  
  06/05/25 Our customer called and was provided the same policy information, along with guidance on available assistance programs.

  
  06/05/25 A follow-up email reiterated that hot water leaks do not qualify for a leak adjustment.

  
  06/25/25 We provided our customer with the appropriate email address to submit repair documents.

  
  06/26/25 Our customer contacted us again and requested to speak with a supervisor. During this call, our customer clarified that the leak was related to an irrigation line and, more recently, a refrigeratornot a hot water heater. They also noted that earlier information was provided in error by another party on the account.

  
  06/26/25 Following this escalation, we granted a new payment extension and requested that updated repair documentation be submitted.

  
  06/27/25 The revised documentation was received and has been forwarded to our Water Leak Team for evaluation. A team member will follow up with our customer regarding any applicable adjustments and available payment options for the remaining balance.

  
  We hope this information provides clarity, and we look forward to continuing our positive relationship with our customer.

  
  

• Initial Complaint

  Date:05/06/2025

  Type:Customer Service 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 payment returned due to a bank error that I wasn't even notified about. I immediately reached out to OUC, explained my situation, and asked for help, but they showed zero understanding or compassion. I'm currently going through financial hardship and simply asked them to waive the $25 returned payment fee due to circumstances beyond my control.Not only did they refuse, but their customer service was incredibly rude and dismissive. They offered no solutions, no flexibility, and acted like I was just another problem to push aside. I also asked if they could enable online payment for me because I dont have a car and again, no help.This is honestly the worst customer service experience Ive ever had. Its extremely disappointing to see a utility company treat customers this way, especially those who are struggling. I expected better.

  Business Response

  Date: 05/16/2025

  At OUC, we care deeply about our customers' concerns and truly appreciate when customers take the time to share their feedback with us.

  
  We are sorry to hear that your recent interaction with our team was not a positive experience and came across as dismissive. Please know that this is not the level of service we aim to provide. OUC is committed to delivering excellent customer service, and we are continuously working to ensure that every interaction reflects our dedication to that standard.

  
  OUC processes payments based on the information entered by our customers via our self-service phone line or online account portal. Before a payment is submitted, customers are advised that they are responsible for the accuracy of the information entered. If a payment does not process successfully, additional fees may apply.

  
  According to OUC policy, any customer with two returned payments (via check, credit, or debit card) within a 12-month period will be placed on a Cash-Only status for 12 months from the date of the first returned payment. A $25 return payment fee is assessed for each returned transaction.

  
  Our records indicate our customer had a total of two return payments for 2025:

  
  April 29, 2025: $10.00
  February 12, 2025: $10.00

  
  Although the return fees were not due to an OUC error, as a one-time courtesy, we waived one of the fees on March 4, 2025.

  
  On May 6, 2025, our customer service team informed our customer that, if the returned payment was the result of a bank error, a letter from your financial institution disputing the Insufficient Funds reason would be required to review the Cash-Only status.

  
  Please note that the Cash-Only status will remain in effect for 12 months unless documentation is provided. If our customer believes the return was due to a bank error, please have your financial institution send a formal letter to ******************************************** Once received, the account will be reviewed, and restrictions may be lifted accordingly.

  
  For a complete list of all the authorized pay in person locations, please visit ******************************************************************.

  
  We apologize for any inconvenience this may have caused.
  

  
  

• Initial Complaint

  Date:03/31/2025

  Type:Customer Service 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 was an OUC customer account number ********** until **/**/2025, and they were supposed to refund a deposit I paid 2 years prior as a new customer. Upon canceling electric utility service provided by them, I still have not received any of my deposit back. I overpaid on my final bill as shown in documents uploaded, and am expecting $117.89 in return as shown in an email by them. They claim (multiple times) to have mailed a check to me, but I still have not received one. Instead of looking further into the matter, the company insists I wait longer. I want my deposit returned immediately, since It has already been 2 months of waiting.

  Business Response

  Date: 05/16/2025

  At OUC, we value our customers concerns and appreciate the opportunity to hear about their experiences.

  
  Regarding our customers inquiry about the deposit, we would like to clarify our policy. If a deposit is required, it is held on the account and credited back with interest after two consecutive years of good payment history. If the service is stopped before the two-year period, the deposit is refunded as a credit on the final bill. If the credit exceeds the final bill amount, a refund check will be issued to the mailing address on file within 46 weeks.

  
  After researching our customers account, we found that our customer service agent submitted a request to our ******************* on your behalf. Their research confirmed that the refund amount of $117.89 was processed and deposited as an ACH refund into the autopay bank account ending in 1683 on March 3, 2025. According to our *******************, the deposit was successfully made and should reflect in our customers bank account.

  
  We recommend our customer contact their financial institution to inquire about deposits made in early March 2025, as they may be able to assist in locating the refund.

  
  We appreciate their understanding and hope to continue our positive business relationship in the future.
  

  
  

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair 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.

  I was moving apartments, and requested to transfer services through OUC website. The address I gave was not found in their system so I corrected that. I have power pass, and it wasnt explained online that they dont transfer power pass accounts. That you have to essentially close the first and open a brand new which requires a minimum of $75; $25 for a fee and $50 of initial credit. I found this out when I returned a call from OUC the day before my move. The first ***** I spoke with just kept demanding $75. I asked her why this was because I was confused, and she said thats what it costs to start a new account. She didnt explain the breakdown. I asked her to speak with a supervisor and she said no one else can speak with you. She transferred me to the auto payment line. I called back got someone different who was kind and explained the process, and apologized because OUC really isnt up front with the process. She said when you open a new account youre really not advised on how transferring services really work or that you cant just change from a power pass to a traditional billing account, theres a fee for that. So I asked to be escalated, got a call back from a supervisor who said my social was incorrect. I spent a long time having to verify myself because they recorded my SSN wrong. After explaining the whole situation to the supervisor and asking if the $25 fee can be waived as a courtesy, she said a call pull was required to check if the interactions I told her about actually happened. She asked me to pay the $75 to start service still and DIDNT still have the correct address which I gave twice before. Im now waiting on a callback. This is not my first interaction with OUC that has been less than positive. They make it clear that they are completely unconcerned with the customer experience. And they dont have to be, because its not like we have a choice to choose someone else for services. They know that and use it.

  Customer Answer

  Date: 03/23/2025

  Despite the supervisors promise, I never got a callback regarding this matter.

• Initial Complaint

  Date:03/13/2025

  Type:Customer Service 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.

  In December, my water meter reported a little under ****** gallons of water usage at my single-family home on a single day. Yet continually failed to report usage on other days. This initiated a bill for water for approximately $395 for water that was received in January. I have been consistently reaching out to OUC customer service line (15 times to be exact.) Spent nearly 12 hours on the phone to receive over multiple calls false or misleading claims by customer service agents and supervisors that once I walked them through the logic admitted that I was right. So obviously at this point it is an OUC error. However they continually fail to resolve the issue. I have attempted to reach the president ***** ******* and ************** members in order to escalate the issue. As of today I am still showing that I owe the additional $395 even though it is obviously an error on ouc's part. by the way some of the false statements have been: Your meter is working fine (failure to report daily and showing a significant unaccounted for ***** on a single day is not working fine.) Your meter was crossed and you did not pay for water this is a catch up( my meter showed in july a higher usage than august through November as I had shut off my sprinkler system so obviously I have been paying for water.) We audited your account and this is a back payment( I have asked for a detailed breakdown if this is the case and have to date received no breakdown.) You have a leak ( I have no repairs that have been done on my plumbing, and the water usage has not shown this ***** at all, in fact I am averaging 20 gallons a day. Also I tested the sprinkler system in January to see if it would dramatically impact usage and would ***** to 360 gallon on those days not ******.) OUC is quick to blame the customer and refuses to resolve and remove fraudulent charges. I would appreciate any help BBB can provide in attempting to encourage OUC into resolving this matter appropriately.

  Customer Answer

  Date: 03/14/2025

  I received a call today from OUC stating that they will remove the water charges and will contact the city to resolve the wastewater charges. So, it is halfway resolved. At this point, the multiple avenues of pressure finally got action.

• Initial Complaint

  Date:02/15/2025

  Type:Service or Repair 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.

  On 6/2024 I noticed an almost 2 fold increase on my OUC bill ($239.33 versus my typical average expense of $170). At the time I thought the increase may be associated with watering of our landscaping. As a result, we did not water the lawn the following month. The next month, July of 2024 the bill was $358.89 despite the fact that we had not watered the lawn all month. Both of these payments were collected due to an auto payment set-up on my account. At this time I called OUC and asked for a representative to come check a drain. No one showed up. I called OUC again and made arrangements for someone to come out again; at which time I learned someone had been out on my residence at my first request. That is an OUC contractor had come to my residence and identified a leak problem, but never told me and never shut off the water. I called OUC a second time; someone was suppose to be out to my residence to check out the problem. Once again I took the day off from work and waited for a technician. No one showed up; when I called I was informed on the phone that no one would be in to check the leak as it was my responsibility to get the repair done. I advised OUC representative that I was specially concern in understanding the problem, because OUC had just added sewage lines that are connected to the drain. OUC representative insisted that this was not their problem. I called a plumber; repaired the problem the following day. I requested an adjustment to my account and waited 60 days without a response for an adjustment on charges. I called OUC and made arrangements for a payment of $251 in September and was advised that I needed to wait another 30 days for a response. I waited another 30 days and received a disconnection notice for 11/04. On 10/31, my power was disconnected and to restore I had to pay ($914.59). To date, the account has not been credited despite the fact that I paid > $1,700 in services for a period of 4 months- the equivalent of almost 1 year of services

• Initial Complaint

  Date:01/23/2025

  Type:Product 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.

  I lived at ***************** from ***************, the building had two water leaks in the chilled water from OUC causing the price of the two months of utility invoices increase. I have sent and talked to OUC several times to recover the monies of $350.00 for both leaks. The building the ********* knows and fixed the leaks, I have sent photos to OUC they have them and I would like a refund on my current account as I've moved to ****************************************************************************************************.

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair 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.

  When I received my July statement the balance for the water was. $1,144.51. I have solar panels and the electric was $17.50. I reached out to OUC to question the bill amount and was told that I may have a water leak. I assured them that I didnt have any leaks and OUC responded say that I would need to have the water line checked before I could move forward with any dispute. They referred me to the Leak Doctor. They came out and saw that it was indeed a faulty water meter and there were not any water leaks. I called OUC and emailed the invoice to their water department in hopes that the issue would get resolved and the bill would be adjusted. I continued to pay my bill every month anywhere from $150-$200 totaling $1,214.63, $1,107.63 going towards the water bill since my solar panels have pretty much covered my *********** bill before December was $4,623.69, when I received the July bill for the $1,144, I paid $500. OUC continued to add nearly $1000 a month to my bill even after the meter was replaced on August 16th. I was told that they were charging me for the past months that should have been ******* which I feel the $500 should have covered that. When my water bill usually runs from $75-$100.I was told that they referred to my last year's water usage which is why my bill was adjusted to the current $2,631. My total water usage for 2023 was $1,162 for the whole year. They are charging me for nearly 2 years of water ******** 2022 water usage was $995, Ive already paid for a years' worth of water in the last 4 months so in total Im being charged $3,738 for water.If someone could please help me with this matter, I would greatly appreciate it

  Customer Answer

  Date: 12/26/2024

  Good morning and thank you for looking into my case.

  I have attached a phone call recording that I had with OUC, where I was trying to speak with management and get someone to explain to me the reason why I was being charged so much for the water portion of my bill. I also attached my call history to show that no one from OUC never reached out to me, even though I was told by the representative that there were notes put into my account that some had called me multiple times and even left detailed voicemails. I sent OUC a certified letter with my previous bills and last four year water usage with a detailed letter requesting for some one to help me, and I still have had no reply. 

  Customer Answer

  Date: 12/26/2024

  Good morning and thank you for looking into my case.

  I have attached a phone call recording that I had with OUC, where I was trying to speak with management and get someone to explain to me the reason why I was being charged so much for the water portion of my bill. I also attached my call history to show that no one from OUC never reached out to me, even though I was told by the representative that there were notes put into my account that some had called me multiple times and even left detailed voicemails. I sent OUC a certified letter with my previous bills and last four year water usage with a detailed letter requesting for some one to help me, and I still have had no reply. 

  Customer Answer

  Date: 12/26/2024

  Good morning and thank you for looking into my case.

  I have attached a phone call recording that I had with OUC, where I was trying to speak with management and get someone to explain to me the reason why I was being charged so much for the water portion of my bill. I also attached my call history to show that no one from OUC never reached out to me, even though I was told by the representative that there were notes put into my account that some had called me multiple times and even left detailed voicemails. I sent OUC a certified letter with my previous bills and last four year water usage with a detailed letter requesting for some one to help me, and I still have had no reply. 

  Customer Answer

  Date: 12/26/2024

  I Also needed to add that I have a recorded call that I had with OUC. I could not upload it as an attachment. 

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair 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.

  For approximately 24 months, I've been having power outages on a regular basis. 1 to 2 times a week during the very early morning hours. Last outage was on 11/13/2024 at approximately 3:00AM. I've called Orlando Utility Commission numerous times and no one has answers. Still dealing with this issue.

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/1/24, OUC did work on a water meter at my home that had water running from the meter box. After the technician left, I discovered water was not coming through all of the faucets. After two more service calls, the problem was not solved. OUC said there was nothing they could do and suggested I contact a sewer or reclaim provider. My water was working fine before this repair.

  Customer Answer

  Date: 11/01/2024

  The Orlando Utilities Commission has resolved this matter to my satisfaction.

   

  **** *******

  Customer Answer

  Date: 11/05/2024

  The Orlando Utilities Commission has resolved this matter to my satisfaction.

   

  **** *******