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Business Profile

Electric Companies

Consolidated Edison Company of New York, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

Complaints

This profile includes complaints for Consolidated Edison Company of New York, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Consolidated Edison Company of New York, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 410 total complaints in the last 3 years.
    • 186 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/01/2023

      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.
      ***** *** ***** ****** *s a small business that recently opened its doors in mid-November 2022 in Brooklyn, **. The company leases a 900 sq ft space, located at *****************************, which was acquired on September 15, 2022. The former tenant of the space was *** *****, who vacated the space at least two years prior to September 15, 2022. As ***** *** ***** ****** opened its doors, all remaining lighting fixtures were upgraded to improve energy efficiency. ***** *** reached out to Con Ed to have the account transferred to their business name in Nov 2022 but had to follow up with the meter number because the address couldn't be located. In late December 2022, a follow-up to ConEd was made with the correct meter # to transfer the account. The meter number is associated with a different address, i.e., ***************************** (perhaps a former address for the building). ConEd had also scheduled a visit to the store to read and confirm the meter, which was done on Jan 11. ***** *** ***** ****** was told that a deposit of $700-plus dollars is first required and that this amount is based on the prior tenant's usage. This was absurd, but it was paid in order to establish the account a to continue to receive service. Next, we received two bills, one for $1,004.44 and a second for $5,297.27 with a request for payment by Feb 21, 2023. These amounts seem like they are generated in error and are egregious for 4.5 months of service for a 900 sq ft space. Even if these are estimates, they are flawed and we are seeking BBB's assistance to have ConEd correct and produce a more accurate bill. we were also told that we would lose our deposit if we miss a payment and are late within the next 12 months' billing cycle. This is unjust and seems like highway robbery in the day light.

      Business Response

      Date: 02/25/2023

      Good day, 

      Your high bill and deposit concern has been assigned to **********************. She will review your account and contact you for any additional information, if required, and when the review has been completed. Your account will be protected from credit action until the review has been completed. Thank you for allowing us the opportunity to assist you. 

       

    • Initial Complaint

      Date:01/30/2023

      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.
      Con Edison is overcharging customers for home heating during the course of a warm winter in downstate New York

      Business Response

      Date: 02/21/2023

      Good day, 

      Higher-than-expected energy bills can be very frustrating. We understand and want to help. Several factors affect your energy bill, such as:

      Energy supply price fluctuations due to weather, demand, and market trends. We buy the energy you use in the competitive, wholesale supply market. We pass our costs on to you without making a profitwhat we pay, you pay. We dont generate electricity.

      More days in the billing period.

      Whether the current or previous bills were estimated.

      The condition of your homes insulation.

      An increase in energy use due to a change of season or adding new appliances.

      Not sure if your energy use has changed from month to month? You can find a breakdown of your energy bill in your accountits just one of the ways were working to give you more insight into how you use energy.  Visit our website for more information regarding bills, rates, and energy saving tips: ***************************************************************************************************;

      Also view the link for winter bills: ***************************************************************************************;

      If you have any additional questions regarding your bill, contact us by phone at ************** or by Live Chat and email at **********************************************************;

    • Initial Complaint

      Date:01/24/2023

      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.
      Con Ed sent a notice to me that they would be working on my property between June 23rd and September 2022. In that time the scope of work performed included changing the gas meters in my property which involved them digging on my property and on the sidewalk. The work was done and I was told that they would be leveling out the yard- this was never done. Whenever it rains- there is pool of water that accumulates and seeps into the foundation of my property. Additionally the walls needed to be painted over because there was grease on the walls from when the technicians leaned against it. I have received a quote of $2000 to level the yard, replant the grass, repaint the wall, repair the sidewalk.

      Business Response

      Date: 02/18/2023

      Good day, 

      Please submit a general claim form via our website with your attachments for proof. Once received your claim will be reviewed for a disposition. Thank you for allowing us the opportunity to address your concern. Below is the link to download and or file a claim. 

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

    • Initial Complaint

      Date:01/20/2023

      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.
      Approximately 2 weeks ago two men from Con Ed knocked on my door, and explained that all of the electric meters on my block have to be replaced. I told them that my smart meter is only a few years old, and works fine. They insisted that it was the "wrong" meter so it has to be replaced, so I let them replace it. Now Con Ed is billing me $7,600 because the wrong information was entered into their system that day. I canceled auto pay in time before they wiped out my money, but the bill wasn't possible to get rid of. They know that I didn't use $7,600 worth of electricity in one day. I was told that their corporate headquarters has to review my case but will take 3 months. After taking off from work all day to talk to several people, they only changed the due date to 30 days from now instead of 7 days, then they expect me to make a payment. I need help dealing with Con Ed to remove this charge. It's possible that several neighbors might have the same issue. A block message was sent to neighbors to look at their bill before auto pay wipes out their money.

      Customer Answer

      Date: 02/13/2023

      Better Business Bureau:

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

      Sincerely,

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

      Business Response

      Date: 02/18/2023

      Good day, 

      A review of your account shows the incorrect meter information which caused your high bill has been corrected.  We apologize for the frustration you experienced when trying to resolve your bill concern and thank you for bringing this to our attention for correction. Attached is a statement history which reflects the adjustment made and your current balance. If you have any additional question regarding your bill, please contact us by phone at ###-###-#### or by Live Chat and email at ************************************  

      Customer Answer

      Date: 02/21/2023

      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.



      Sincerely,



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



       
       
    • Initial Complaint

      Date:01/19/2023

      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.
      12-18-22: partial power and dimmed lights (particularly our heating system). 12-19-22: electrician came out and informed us the problem was related to Con Edison. 12:19: contacted Con Edison who...Upon checking the meter box, meter and Con Edison cables made a repair to Con Edisons main cables on the street, informed us we had a loose meter jaw that was tightened and that the meter itself was not working properly; removed the meter and restored power; informed us Con Edison would be sending someone to install a new meter.1-5-23: No meter. contacted Con Edison; rep told us someone would be coming out to install the meter. 1-7-23: Con Edison arrived to install new meter, . informed us we needed a new meter jaw, and that the old meter was properly working and reinstalled it (case #******); again part of our power was out; contacted Con Edison 1-9-23: Con Edison returns,confirms one damaged meter jaw, meter not working, removes meter and power restored. 1-12-23: Electrician scheduled to replace meter jaw. due to weather, repair was rescheduled and completed 1/**********: Contact Con Ed to install meter and informed a claim must be filed by electrician. (AFTER work has been completed.)Conflicting information from Con Edison. (1) 1/7 email stating.. problem is not related to Con Edison equipment. Please follow up with other providers in (2) 1/9 email stating.. damaged meter pan and We ... will be taking on the responsibility of engaging a licensed electrician to make permanent repairs at no cost to you. Case number *************** email sent informing us of the process required to have a meter installed - including claim filed by an electrician and inspection from the town. (AFTER repair completed. Now electrician is not responding and he was paid.)1-17-23 to 1-18-23: called Con Edison, attempted to resolve the issue of the meter, told no supervisor or phone number available to call, Con Ed insisted I contract a NEW electrician to file a claim.

      Customer Answer

      Date: 02/12/2023

      Better Business Bureau:

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

      Sincerely,

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

      Business Response

      Date: 02/18/2023

      Good day, 

      We have reviewed your information below and found the claim submitted was completed on February 9th and a refund check was released as of February 15th.  Additional review shows our Energy Service Department (ESD) advised you to have a licensed electrician address the defective meter pan and file the appropriate documents via the Project Center. The meter pan is a customer's responsibility and requires a licensed contractor chosen by the customer to fix it. Please have your contractor contact the Project Manager for any additional information or instructions to complete your work request. ESD link: ****************************************************************************** Please contact Customer Service for any additional information regarding your account. 

      Customer Answer

      Date: 02/22/2023

      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.



      Sincerely,



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



       
       
    • Initial Complaint

      Date:01/18/2023

      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.
      Con Edison has failed to replace the electric meter on the outside of my home (due to an accident that caused a condition where the **** had to destroy the meter due to a live wire condition) despite the fact that my contractor has complied with all of the requested tasks and adjustments of pipes, conduit, etc. that was requested of him. This issue has been going on since June of 2022 and I would like to have this meter installed and have this matter closed. The Con Edison Case Number is *********

      Business Response

      Date: 02/25/2023

      Good day, 

      We have reviewed your information and found that the initial inspection for ********* was not passed and a new one is required in order to determine if all appropriate repairs have been made. You must have your contractor contact our Energy Service Department (ESD) to submit the documents and schedule a new inspection. Then link for ESD is ********************************************************************r. Any additional questions and concerns need to be addressed via the Project Center with your contractor.  
    • Initial Complaint

      Date:01/13/2023

      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.
      CONED something is not right. I got LED lights in mu small commercial building. Since COVID the office occupancy is 1/4, I have NeST thermostats so the boiler is mostly OFF with NO gas use. As opposed to years ago when it was riunninhg on a constant of 72 degrees for a whole building YET my bill is TRIPLE!cant we do SOMETHING-NO ALTERNATIVE ??

      Business Response

      Date: 02/18/2023

      Good day, 

      A review of your account shows you contacted Customer Service on January 13th and February 17th regarding your high bill concern. Both Customer Service Representatives explained the usage and bills appropriately.  Higher-than-expected energy bills can be very frustrating. We understand and want to help. Several factors affect your energy bill, such as:

      Energy supply price fluctuations due to weather, demand, and market trends. We buy the energy you use in the competitive, wholesale supply market. We pass our costs on to you without making a profit—what we pay, you pay. We don’t generate electricity.

      More days in the billing period.

      Whether the current or previous bills were estimated.

      The condition of your home’s/unit's insulation.

      An increase in energy use due to a change of season or adding new appliances.

      Please visit the following link to learn more about your bill and rate: ***************************************************************************** 

      If you have any further concerns regarding your account, please contact us by phone at ***** ******** or by Live Chat and email at ************************************ 

       

       

    • Initial Complaint

      Date:01/06/2023

      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.
      Yesterday 1/5/23 I received an official email from ConEd stating that "last week" ( specific period with dates) i used 3% more electricity than the week before. Inside the email it even specified the day in that period I used the most electricity. It even had a usage chart.Now, the fact is that I was away (i live alone) all of that stated period of time and other than my refrigerator and my cable / tv equipment (which is plugged in and working whether or not i am home) everything was off. Higher electrical usage would not be possible because i am so paranoid that i go around my apartment and make sure that nothing is plugged in that does not need to be before i go away for even a day. While I am home I charge my laptop, phone, use dishwasher daily, use a washing machine 1-2 times a week, space heater, humidifier in every room. So my electrical usage is naturally and understandably and LOGICALLY higher while i am in my home and lower when I am out. I contacted ConEd and the rep spent 20 min trying to convince me that I was out of my mind and i must have had something plugged in that caused my increase in use of electric power during the time i was away compared to the time I was actually home. My electrical usage while i am away can not possibly be higher than when I am home. And for ConEd to state that on a specific date it was even higher when I was over 100 miles away is creative writing to say it politely.I believe that ConEd is practicing fraudulent billing that has nothing to do with reality. It needs to be investigated!

      Business Response

      Date: 01/28/2023

      Good day, 

      Higher than expected energy bills can be very frustrating. We understand and want to help. Several factors affect your energy bill, such as: 

      - More days in the billing period. 

      - Whether the current or previous bills were estimated.

      - Energy supply price fluctuations due to weather, demand, and market trends. We buy the energy you use in the competitive, wholesale supply market. We pass our cost onto you without making a profit - what we pay, you pay.  

      You can also log into your My Account to access to tools that will help you track and analyze your daily energy use. This can help identify opportunities to save such as: 

      - Seeing your energy use down to 15-minute increments to understand how much energy youre using and when.

      - Compare hour to hour, weekday versus weekend, or day versus evening use to see where you can save.

      - Get high bill alerts

      - Receive a notification if youre using more energy than usual.

      You can also get tips and information about energy-saving products and services, then track your savings over time.  

      Attached is a 2-year history statement which reflects your actual usage on a monthly basis. The statement shows the December usage of 206 kilowatts for 2022 is higher than the December usage of 183 for 2021. Please view your daily usage recorded on your smart meter to compare the usage increase. This may help determine what may have caused the increase. If you have any additional questions or concerns, please contact us by phone at ************** or by Live Chat and email at **********************************************************;

       

       

       

       

      Customer Answer

      Date: 01/30/2023

      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:

      Con Edison gave a generic response to my complaint. In no way at all does it address my issue.

      I will repeat; Con Edison claims that I used more energy during specific days and I was away during the days in question. There was no one in my apartment. No one had access to my apartment and before leaving i took several small appliances out of the plug. 

      Additionally, having surveyed my neighbors via social media I found a pattern in my area (Ditmas park of Brooklyn **) as several people mentioned a similar situation receiving emails from ConEd stating the increased use during the times the residents / customers were away from their home. I have an entire thread on ******** discussing this issue. 

      Having used more energy in my apartment while being 100 miles from is is a physical impossibility. I do not believe ConEd is using actual / true meter readings.

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 02/18/2023

      Good day, 

      Our review of your account shows the usage has been billed based on actual meter readings prior to and after the smart meter was installed in May 2019. Further review shows the usage after the meter was installed falls in line with your prior yearly usage.  The information previously provided explains the actual factors that affect customers' bills, usage and cost. The previously attached statement history also provided to you reflected the monthly break down of the usage recorded and billed. We are confident that you have been billed accurately and no adjustments are warranted. We are sorry that our response cannot be more favorable and thank you for allowing us the opportunity to review your concern. If you have any additional questions, please contact us by phone at ************** or by Live Chat and email at **********************************************************;     

    • Initial Complaint

      Date:12/16/2022

      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 received a bill for a recent account number: ******************* for $1,229.24. The bill states it covers the period from September 8, 2020, through November 30, 2022. I called Con Edison regarding this bill since it was incorrect. I recently open this account in November 2022. In 2020 I had this account closed since no one was occupying the apartment and the *** was not needed. I first spoke to a representative named ******************** on 12/13/22, she told me that though the account was closed I agreed to take responsibility for the amount billed. This is not true. I called again and spoke to another representative ******************** on 12/15/22 we were not able to resolve the issue and she told me she contacted a supervisor who would call me the following day. The supervisor did not return the call. I called again today 12/16/22 and spoke to a representative, did not get her name clearly. She said she contacted ******************** to contact the supervisor but could not give me a time when this person will call.I am asking BBB to help me resolve this issue with Con Edison electric company. I was billed for an account that I closed in 2020. I should not be held responsible for a bill for an account that was closed. In addition, it was stated I agreed to take responsibility for this bill which is not true. All calls are recorded and I am asking can this recording be verified. It will reveal the content of the conversation and whether I agreed to take responsibility or not.I am only responsible for the bill amount from the date it was opened in November. Con Edison stated my account will be disconnected for non-payment. I want this issue resolved to pay only what is due from the time the account was opened in November. I am willing to pay my bill, but only for what was owed when I open the account in November 2022. Please assist me.

      Business Response

      Date: 02/25/2023

      Good day, 

      We have reviewed your account and found you escalated your billing concern on February 6, 2023, to the ************************* (PSC), which regulates our Company. As such your Better Business Bureau case will be closed and a final response received from *******.  Additional review shows your PSC case was closed on February 15th whereas ******* Liaison assisted with correcting your billing concern. If you have any additional questions regarding your account, please contact **************** by phone at ************** or by Live Chat and email at **********************************************************;

      Customer Answer

      Date: 03/09/2023

      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.

      Sincerely,

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



       

    • Initial Complaint

      Date:12/15/2022

      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.
      Con Edison prices is unaffordable. we are a business struggling to pay bills accrued during covid that were unforgivable. we called to make affordable payment arrangements . The representative started negotiating and took back her offers when i expressed that i couldnt afford the payment today

      Business Response

      Date: 12/28/2022

      Good day, 

      Higher-than-expected energy bills can be very frustrating. We understand and want to help. You can visit our website at ********************************************************************************************* to learn more about the rates and bill assistance programs that *** be available such as Governmental Assistance Programs for Business Customers. As a ******** business owner, you *** also be eligible for governmental assistance programs through ************** Energy Research and ********************** (**************************************************************************************)

      A review of your account shows you contacted ** on December 15th after the initial offer was rescinded due to the inability to post the down payment at that time and the same terms were offered and accepted. An extension was provided up to January 3rd to allow time for the down payment to post. We were advised that the payment will be made on January 2nd. As discussed with the representative please call us to validate the payment and initiate the agreement.  Thank you for allowing us to review your concern. For further questions or concerns please contact us by phone at ************** or by Live Chat and email at **********************************************************;

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