ComplaintsforOncor Electric Delivery

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8-22-24 Oncor connect my electrical service to my building and they left their trash and wire clippings, small parts box on the ground. They Littered on my property . they need to come pick it up

  Business response

  10/04/2024

  Oncor will complete a site visit to clean up any trash and retrieve any items that were left being when completing the service request for the customer. Oncor apologizes for the inconvenience and appreciates the customer for bringing this to our attention.

  Thanks,

  A Cope

  Oncor Customer Relations

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  power outages regularly even in nice weather/oncor comes out every month to turn power back on . located in a group of trees on a pole that is leaning badly. usually a squirrel that trips it.happened again 8/30/2024.without power 4hrs.a lot of elderly living in our neighborhood .they **** seem to care to fix the ,each time they come i explain it but they ****t seem to care.t

  Business response

  09/25/2024

  Attached is Oncor's response to ******* ********** complaint.

  Thanks,

  A Cope

  Oncor Customer Relations

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am running a fast food in ******** ******A truck hit our power lines and Oncor disconnected our power and we dont have power for over a week, this has impacted our business and we are in a very bad shape.1)On Thursday 8/16/2024 the incident occured 2)Oncor team came and disconnected the service and asked us to repair the electric board on our property.3) We got the electric board fixed and informed Oncor, the Oncor technician came and mentioned we have to move the meter to our property and have to order Transocket.4)Oncor order transsocket and received on 8/21/2024.5) We fixed the transocket on 8/22/2024 morning and got city pass inspection and sent to Oncor and today 8/23 still we dont have power

  Business response

  09/09/2024

  On 8/15/24, Oncor completed a temporary disconnect at ******************* in ******** due to a truck hit the conductor behind this location an pulled it down. This also caused damage to the meter base and damaged 3 transformers. The customer completed the necessary work on their equipment and Oncor received the city inspection late on 8/22/24. Oncor issued the temporary reconnect for this location on 8/23/24. Oncor completed the replacement of the 3 damaged transformers on 8/23/24 and service was restored at 10:20 pm.

  A Cope

  Oncor Customer Relations

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The cable attached to the electric pole and to the service pole on my house has damaged my roof. I have called about the claim on 6/14/2024 again on 7/17/2024 and again on 08/07/2024. I am still waiting for someone to call back. 7 to 10 days who are kidding.

  Business response

  09/25/2024

  Mr. ***** initially filed a claim with Oncor on 3/8/23 regarding damage to his roof due to a leaning pole. Oncor Claims left a voice message on 3/9/23 requesting documentation of the damage and contact information. Oncor Claims did not receive a return call or the requested documentation. Mr. ***** filed a second claim, for the same issue, on 6/14/24. Oncor Claims has made several calls to Mr. ***** requesting pictures of the damage as well as a repair quote. Oncor Claims has also emailed Mr. ***** requesting the same information. Oncor Claims has not received a return call or response to the email. 

  Mr. ***** has been provided the contact information for the claims representative that is handling his claim. He can also check his junk or spam email folders for the email. 

  Thanks,

  A Cope

  Oncor Customer Relations

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

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oncor frequently conducts power outage repairs without prior notification. These outages have caused my HVAC system to trip multiple times, and as a result, I am unable to fix it. Since the power outage that Oncor repaired on 08/07, the compressor of my HVAC system has been down. This repair has rendered my HVAC system inoperable and beyond repair. I would like to file a formal complaint with Oncor and seek assistance in repairing my HVAC system.

  Business response

  08/13/2024

  The customer can file a damage claim at *****************************************************************************************************;

  Oncor makes reasonable provisions to provide steady and continuous service in its service areas, but does not guarantee uninterrupted service. Circumstances beyond Oncors control include, but are not limited to: weather, wildlife, fire, voltage fluctuations, partial power and third party damage which may result in interruptions of service. In addition, there may be laws, statutes, tariffs, or regulations that limit the liability of Oncor for certain types of damages.

  Oncor will investigate the customer's claim and advise the customer by phone or mail if the claim will be paid or denied pending outcome of the investigation.

  Thanks,

  A Cope

  Oncor Customer Relations

  Customer response

  08/14/2024

  Hello, 

   

  I have raised the claim with Oncor but i dont wish to close the case as i will wait for Oncor to reply back to me. 

   

  thanks a lot

  ***********************;

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Why do I not have power??? Why is it that very year we have a blackout??? Shouldnt there be a solution to this already give. Its happened every year now?? Now youre telling me we wont have power until 10pm tonight????? This business should be completely closed down.

  Business response

  09/13/2024

  ******* ******** filed a complaint regarding an outage she was experiencing. On 8/11/24, the customer experienced an outage do to an underground cable failure. Oncor was able to complete some switching and restore service to this customer at approximately 9:30 am as repairs were made to restore the remaining customer that remained off. On 8/12/24, the customer experienced another outage due to a failed transformer. Oncor changed out the failed transformer and restored service at approximately 10:45 pm.

  Oncor has taken the steps necessary to restore the service as soon as possible after the outage occurred. Oncor understands the frustration and inconvenience associated with service-related issues. Oncor strives to provide the most reliable service possible; however, the very nature of electric service is such that no guarantees are made that interruptions or other irregularities, will not occur. Oncor restores service as soon as possible, determined by the number of incidents, available resources, necessary repairs, and prioritization in the deployment of resources. Oncor's restoration methods and routines are very typical of the industry as a whole.
  
  Oncor will continue to patrol the feeder and address any outages that occur. Oncor regrets any inconvenience the customer suffered due to this outage.  

  A Cope

  Oncor Customer Relations

• Initial Complaint

  07/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Oncor is a power company that refuses to inform customers of the causes of outages and blankety refuses to communicate about power outages. After trying to reach a customer service agent for an excessive amount of time over the phone I realized that oncor simply creates dial in systems that block customers from being capable of reaching employees. This is bothersome when there are power outages in the middle of July, in excessive heat, when a lack of power means a lack of access to air conditioning in extreme temperatures. Finally, I was able to connect with a live agent after attempting to do so for an hour via an online chat. That online agent refused to inform me as to cause of the outage and disconnected the chat when I pointed out her inconsistent statement implied she was lying. I will be reaching out to my elected officials to request local governments look into power companies that lie and refuse to answer questions concerning power outages in excessive heat. My household must now contemplate staying in overnight hotels or attempting to wait out the heat.

  Business response

  08/13/2024

  Attached is Oncor's response to ********************************* complaint.

  Thanks,

  A Cope

  Oncor Customer Relations

• Initial Complaint

  06/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Its been 100 degrees since this heat and power has been out since around 3pm on 06/28/2024 we initially were told issue was going to be fix by 7pm and it escalated to 12:30am . It is currently 12:55 am 06/29/2024 Ive called twice to speak to an agent and they are not able to help or provide extensive/helful information to help with the situation. Our pets are in danger and so are we, not to mention we wont have good food if we continue to wait another 10hours or even 6! The trees were cut around 10:45pm and they left a mess in my backyard after entering the backyard without our permission. We were told it would take 1hr or so its been longer.

  Business response

  08/13/2024

  Attached is Oncor's response to ***********************' complaint.

  Thanks,

  A Cope

  Oncor Customer Relations

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This compliant is because Im fed up with the unreliable bad power service In the area. Having the power going off and on and off and on again over and over again not to mention a few surges is annoying as h*** And oncor doesnt care doesnt provide updates and wont do a thing about it. *** already had a failure with a battery back up that I was lucky to still be in warranty. The company covered it free of charge otherwise I would be filing a charge with oncor due to their unreliable service burning my equipment up. And also I lost a power supply on a computer that I was lucky enough was covered as well. If this continues oncor is going to have many claims against them due to the power grid causing electrical devices and appliances to fail. Ive escalated an email to their management and heard nothing back. Talked several times with their support with nothing getting accomplished. This all started when storms hit the area since then if I could I would disconnect from the grid just to have reliable power. This is a complaint to have them fix their equipment in the area or at least tell us what the heck is going on. Ive counted just today alone 4 outages lasting about a minute each. I keep hoping for a total failure so that way it forces them to change their equipment out but a total outage hasnt happened yet its just 1 minute long annoying outages. Over all since the last time we are up to a total of 20 of these freaking outages. Please repair your darn lines and system and quit turning my darn power off.

  Business response

  07/14/2024

  Attached is Oncor's response to ******* ******** complaint.

  Thanks,

  A Cope

  Oncor Customer Relations

  Customer response

  07/14/2024

  I am rejecting this response because:   
  

  According to my records since the storms cleared there was a feeder trip once a day. Sometimes would happen twice a day. This went for a long time. Till the one weekend where in one day there was a total of 12 feeder trips before 10pm where the lights would go out for a minute then back on. At 10pm I noticed the substation appear on the outage map as having an outage around the same time the lights went off that time and stayed off. A little while later I got a text saying OnCor had found an issue and where deploying more resources. The outage went till nearly 3am before the power came back on and stayed on. 
  

  The problem is that about a week back from this response there was yet again a feeder trip. Its almost become a common occurrence where per month there is at least 1 to 2 outages for about 1 minute then the light comes back on.

   

  i know there was a problem when the outage in the area increased to over 4000 people without power reported. 
  

  I had gotten so mad that I sat there at one point and kept clicking to submit power outage button multiple times because I was sick of OnCor clearing it when the issue was still present. 
  

  The reason I escalated this is because I lost an air purifier due to constant instability and poor power delivery, I lost a computer power supply that burned due to the outages and also lost a battery backup that happened to be charging and during the on and off it fried the main board in the system. Thankfully most was under warranty and they covered the *** when I explained that the power company has an issue that caused this to happen. I know the management of the apartment complexes in the area all put in complaints as well. Its safe to say we got fed up with this. And management was getting ready to send claims to the power company if appliances and air conditioners started to break due to this. 
  

  its not just me it upset a lot of people here. And when OnCor kept failing to acknowledge this and kept closing tickets without fixing the issue permanently thats when I started escalating. I wrote down all the outages we had here for my own records. But this is my side of the story. 
  

  All this could have been avoided if there was stable power delivery. But there isnt the wind blows outside and feeder trips. It rains and the feeder trips. If it keeps tripping it needs to be fixed. Luckily since the long outage the power has been a bit more stable with only 1 small outage. 
  

  im writing this for the record. And to hopefully get it across that going forward if the problem isnt fixed and trips return Im going to be creating multiple outage reports for each and every trip that occurs until the problem is fixed. 
  

  hopefully this problem gets resolved and we can put this to a successful resolution. 
  

  thanks. 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2.9.2024 I witnessed a transformer arc from the pole in my neighbors back yard. I immediately called my local provider to report what I had seen along with the outage (9:44 pm). The power was returned shortly after, and no thought given to the issue. In *****, our weather conditions were very comfortable which allowed for me to open my windows avoiding the usage of an AC. In March, it began to warm outside at which time I turned my AC unit on only to find out that I had an electrical surge so extreme that it melted my heat pump and condenser literally melting the wires on the unit. After finding out my unit was gone, I had multiple contractors all with big name providers come and give me quotes with root cause findings, all pointed to the electrical surge from the transformer issue. As a result of the heat my unit experienced it wouldn't even turn on. I filed a claim (#******) with Oncor providing pictures and images of the quotes provided to me asking for assistance to at least paying half of my replacement costs on the unit. I received a letter in the mail that quote "the interruption of electric service to your home was caused by equipment failure that affected almost ***** customers" and then went on to say they wouldn't pay anything on my claim. I escalated the issue and yet was told again no to any form of reimbursement or assistance on replacing my unit. Finally, I find myself today out $15,700 dollars which has paid to a company that is installing a less energy efficient unit (I couldn't afford the $21,000 for the more efficient medium grade unit) as I speak in my home. I did nothing wrong; I have a letter in writing taking ownership of the equipment failure yet refusing to even pay half of the issue. My family has been without AC of any sort since Feb, and as a result of Oncor's equipment I am now spending $15k ++ to reinstall a unit their equipment destroyed. I'm spending money I had set aside for my kids' college education yet Oncor could care less.

  Business response

  07/14/2024

  Attached is Oncor's response to ******* *****' complaint.

  Thank you,

  A Cope

  Oncor Customer Relations

  Customer response

  07/18/2024

  I am rejecting this response because:   My unit had just recently been serviced and was on a maintenance schedule. The unit was regularly serviced, and I took precautionary measures to keeping the coils clean as well as the exterior to the unit. I flushed the drain lines regularly while keeping my filters changed routinely. The unit had zero mechanical issues. Your response deflecting blame by passing it off on "An Act of God" is unacceptable. The weather conditions were perfect in our area with no storms present, which is why when I filed through my homeowner's insurance policy it was declined due to no storms or inclement weather reported. The fundamental fact that you in writing issued a statement accepting blame for the loss due to "equipment failure" should be enough to at least offer to pay half of the costs to replace the unit. Rather than doing the right thing, you defer accountability and state that It's my responsibility to protect myself from your equipment by installing "protective" equipment on my unit. You, the provider should be installing protective equipment at the pole protecting the users that pay for services from damages your equipment causes. Your faulty equipment created this issue causing a total loss of my unit. There are zero weather related issues within the area the night this was reported by me, the first initial customer to call in and open a ticket was me so there is nothing more to blame except that your equipment failed due to properly maintenance or ensuring protective equipment was in place from allowing something like this to occur. 

  Lastly, Ive been in my home for over 3 years. Within the 3 years there have been zero attempts to maintenance the transformer on the pole within the back yard. As I have previously mentioned, I have written statements from other neighbors that can validate the accuracy of the events Im reporting. I am willing to reduce the request of my claim to $7850 which is half of the replacement costs. Do the right thing and act concerned as you state in the letter you sent me. 

*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. ↩