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Business Profile

Utility Contractors

Orange and Rockland Utilities Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Utility Contractors.

Complaints

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

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Orange and Rockland Utilities Inc. has 3 locations, listed below.

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    Customer Complaints Summary

    • 30 total complaints in the last 3 years.
    • 14 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:12/15/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Account # *********** I am a new customer since April with ********************** and **********************, just moved to the area, in late June, I applied for a payment plan / level payment agreement, over the past few months, I never received a bill, I kept reaching out to the company via many outlets to get a response as to why, kept telling me, I am out of the window for bill, and its under review, I got a call back in sept/oct trying to resolve and apology and set up agreement, I ended up being sick with covid 2x, hospitalized, etc. I am looking for a more affordable payment agreement/level payment agreement, currently it is saying "You are enrolled in a Budget Billing plan. Your monthly amount is $509.00" That is an absurd amount, I have applied for Heap - Case ***********

      Business Response

      Date: 12/16/2022

      Orange and Rockland Utilities, **** (O&R) offers a variety of programs to our customers to assist with financial management of their bills. ******************************* was contacted on December 15, 2022, to explore a more feasible payment arrangement based of his financial needs.

      O&Rs Budget Bill program averages 12-months of customer usage and spreads payments evenly across the year. O&R recommends that account holders wait a minimum of 12-months after opening a new account before committing to the Budget Bill program. Otherwise, usage from the previous occupant will factor into the account average and affect the accuracy of the monthly levelized payment amount.

      ******************************* enrolled himself in the Budget Bill **** using O&Rs web services after his third month of residence.  This resulted in a monthly budget amount much lower than his actual bills.

      In an effort to prevent large over or underpayments, the account is reviewed periodically to determine whether a change to the monthly amount is necessary based on deferred balance and anticipated future usage. ****************************** Budget Bill increased significantly due to his levelized budget bill amount being too low in comparison to his actual bills. ******************************* was provided with a detailed explanation of the Budget Bill program and satisfied with his new payment agreement.

    • Initial Complaint

      Date:12/05/2022

      Type:Product Issues
      Status:
      Answered
      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 September, 2022, I received an email form Orange and Rockland, saying that if a customer purchased smart device from their store and installed and enrolled in their smart saver program within 2 months, they are giving their customer a $85 dollars rebate) I checked my eligibility on their website and I purchased a ****** nest thermostat from the *** store on September 29, 2022 (order number: ************ and I installed it at ********************************************************, ) and enrolled in your energy saving program. However, Now I was charged back the $85 rebate and they claimed that thermostat I purchased was disqualified because it is from a different vendor, which obviously was not the case. I think this charge back was invalid as I have done everything they required. I am seeking help to cancel the charge back of $85. Please help me solve the problem. Thank you for your help, Best ******

      Business Response

      Date: 12/12/2022

      *** **** was contacted on December 5, 2022 regarding issues enrolling her newly purchased Nest Learning Thermostat through Orange and Rockland Utilities (O&R) store, ORU.com. O&R refunded *** ***** $85 rebate associated with the ************** program and successfully troubleshooted the error identified with connecting her new thermostat to her existing ************** program account. *** **** stated she was satisfied with this resolution.

    Orange and Rockland Utilities Inc. is NOT a BBB Accredited Business.

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