New York State Electric & Gas Corp Customer Service Issues

We are moving into an apartment at [redacted] Park Lane Villas Dr. in West Seneca, NY. The management mentioned that we just needed to call to have the service transferred to our name. Initially, they asked for a meter reading, which I provided today. However, now they are saying that the service cannot be transferred until 7/23. We have movers scheduled for the 14th and need to be out by the 15th. Due to my husband's heart condition, we require electricity. Every time I request to speak with a supervisor, I am placed on hold until the call cuts off. We have been loyal NYSEG customers for 56 years at our current address, 43 Elaine Ct. in Cheektowaga and have never faced such an issue. As a retiree from National Fuel, I know they wouldn't treat their customers like this. Can you please expedite the process to help us avoid being stranded without power?

Subject: Urgent Request Regarding Work Order #[redacted]1 I am reaching out concerning the recent inspection completed for work order #[redacted]1, which passed successfully. Despite multiple attempts from both the tenant and myself as the landlord to obtain information on when the meter will be installed, we have not received any concrete answers. The tenant, who is disabled, urgently requires electricity and has no alternative accommodation. Despite explaining the situation, no clear response has been provided. I understand your department prioritizes emergencies such as power outages, and I urge you to consider this situation as an emergency given the tenant's circumstances. The tenant is distressed and has expressed intentions to escalate the matter if her power is not restored promptly. Your swift attention to this matter would be greatly appreciated. Thank you for your assistance. Sincerely, Elizabeth [redacted] Phone: [redacted]

After the strong winds in late February, your team was dispatched to work on a pole in our neighbor’s yard, but they ended up cutting tree branches overhanging our fence, leaving debris in our yard. It would have been more appropriate for them to dispose of it properly. Additionally, one of your trucks leaked oil and antifreeze on our driveway, resulting in a messy oil trail. The tracks left in our yard are unacceptable considering the landscaping and concrete work we invested in. It is essential for your company to take responsibility for cleaning up the oil leaks and repairing the damage caused.

Account number: [redacted] Stanley R. Kesby [redacted] Turner Rd Palmyra, NY [redacted] I am providing an update on my husband's ongoing medical situation. He required additional stents at Strong Hospital in April and is currently undergoing treatment with liquid antibiotics for two infections resulting from a previous surgery in January. The machine administering the antibiotics requires electricity, and it is crucial for his health. I kindly request assistance in setting up a manageable payment plan to settle our outstanding bill promptly. We are willing to make monthly payments of $[redacted] to ensure continuity of his treatment. The hospital is unable to perform further surgery, and we are relying on the infectious disease team's expertise to address the infections effectively. Your understanding and support during this challenging time are greatly appreciated. Thank you for your attention. Sincerely, Karen J. Kesby

Hello, this is Karen Kesby. My husband was seen by the infectious disease doctors and vascular doctors on May 29. I have provided copies of the visit to your office for review. He is currently on IV antibiotics as the infection has not been cleared up yet. They are trying new antibiotics for three weeks administered through an electric pump. Without these antibiotics, it could be life-threatening. Due to his previous surgery complications, antibiotics are the only treatment option. I kindly request that you hold off on any termination actions and consider setting up a payment plan. We are willing to pay, but the amount is more than we can afford at once. I have contacted the credit department, but a lump sum payment is challenging for us. I appreciate your understanding during this difficult time. Your patience and cooperation are greatly appreciated. Thank you.

Last week, NYSEG came onto my property to cut trees near the power lines. While I understand the need to cut trees, they left the cut trees scattered around and caused significant damage to my lawn by driving heavy equipment over it. The equipment made deep and wide tracks in the grass for hundreds of feet, ruining a beautiful part of my property I kept pristine. They even damaged another area needlessly. I am requesting for the area to be cleaned up, levels fixed, and grass replanted. I have photos and would like a supervisor to inspect the damage as it is beyond simple tree cutting mishaps. Thank you for your assistance.

Hello, this is Stanley Kesby residing at [redacted] Turner Rd, Palmyra, New York, [redacted]. I am reaching out regarding my medical situation. I had a severe surgery that went wrong and is now under malpractice investigation with my lawyer, Julie Depalma. I recently visited the Infectious Disease Doctors at Strong Hospital for blood work, and they discovered lingering germs in my bloodstream due to the infection from the surgery. Part of one of my arteries had to be replaced with a deceased person's artery due to the severe infection. I will need to be on antibiotics indefinitely, continuing with liquid IV therapy for three more weeks. My lawyer has advised me to inform you that there will be a settlement in my favor by August 1st to cover the substantial out-of-pocket costs incurred. Despite the uncertainties surrounding my health, I am hopeful for a positive outcome. I appreciate your assistance during this difficult time. Thank you, Stanley R. Kesby.

I live in a house with a utility pole located just 10 feet in front of it. The pole lacks any identifying tag with information. Despite being inspected by someone from NYSEG in the past, it has been hit twice since. I am concerned about the pole's stability, as if it were to fall, it could potentially cause harm to my wife and me. The pole is frequently clipped by passing cars due to poor conditions on the nearby railroad tracks, leading vehicles to swerve to avoid the holes in the crossing. I fear that an accident is imminent if the issue is not addressed promptly. Your attention to this matter would be greatly appreciated.

To whom it may concern, I'm writing to express my disappointment regarding the recent service I received from your company. I had arranged to have the electricity turned on in my bungalow on June 19 in preparation for my family's two-month stay upstate. However, upon arriving at the bungalow on June 27 around 11 PM with my tired young children and perishable items, I discovered that the electricity was not working. After attempting to troubleshoot on my own, I contacted NYSEG for assistance but was met with unhelpful and unfriendly responses. It was eventually determined that the electricity had been mistakenly turned on in another bungalow. The delay in resolving the issue caused inconvenience and frustration, especially considering the urgency due to having young children and perishable food. The lack of timely and efficient customer service has significantly diminished my opinion of NYSEG. The electricity was not restored until mid-morning the next day, causing further disruption to our stay. I hope that such incidents can be avoided in the future to uphold the expected service standards. Sincerely, M.T.

Our service was disconnected yesterday around 10:30 a.m. I submitted several financial documents between 1-2 p.m. following instructions that our service would be restored by 7 p.m. yesterday or early this morning. However, that didn't happen. When I inquired this morning, they assured me it would be reinstated today but were unable to provide a specific time. Due to work, my wife called around 1:30 p.m. for an update and was informed the paperwork hadn't been marked as received, and there were no instructions to restart our service. When I called during my break at work after 2 p.m., I was told everything was ready, but if it wasn't back by 4 p.m., I should call back. As I was at work, my wife called and was told once more the paperwork wasn't received, and there were no orders to reinstate service. We are frustrated by the conflicting information given and seeking clarity on the steps needed to have our service restored, as it has been 32 hours without electricity, and we are anxious to avoid another night without it. My wife requested to speak with a supervisor or another department for assistance, but she was consistently denied that request. If a payment is required, we would have arranged it by now. We have been promised restoration multiple times without any follow-through.

I am in the process of adding a garage to my home, with the new steel roof extension changing the current power line layout. It seems that the updated code no longer allows power lines over structures, necessitating the relocation of my power lines and poles. I need to connect power to four different spots and have been unsuccessful in getting an electrician's advice due to their busy schedules. I am seeking guidance on how to adhere to the updated construction codes for the addition. This situation is unique as the power comes from the transformer to a NYSEG pole, then to another pole supplying three locations. The NYSEG pole needs to be removed and the lines extended to the new building. I am also looking to run gas lines, water lines, floor drains, Dish television, telephone, and internet services to the addition. Any assistance from a representative would be greatly appreciated to proceed with the project, which will eventually result in a more convenient meter location and emergency shut-off point.

I recently had a new home built by Buffalo Modular in Buffalo, NY. When the electric was installed, it was set up under their business name. I have requested multiple times to transfer the billing to my name, but the bill was still sent to them this month. I have just sent the bill back with another request to transfer it to Richard and Mary Stablewski at [redacted] Geise Rd. Attica, NY [redacted]. The account number is [redacted]. Could you please ensure this transfer is processed promptly as the bill is now overdue? Thank you.

I appreciate the response to my email and the return call, despite my multiple attempts to reach you. I contacted you regarding a payment I made on Nov 28, which seems to have been lost. I am quite disappointed with the service received. At one point, the wait time was estimated at 2-3 hours, which is unacceptable. Tonight, I paid my bill online, hoping to avoid any further issues. I hope there won't be any confusion about receiving my Nov 28 payment in the coming days. Your customer service operations need improvement.

Yesterday, Asplundh came to our property to trim trees near the power lines without informing us. Upon reviewing the job today, it is evident that they removed multiple saplings far from the lines, unnecessarily pruned trees, and cut down entire trees when trimming would have sufficed. Their reputation for unprofessionalism and lack of proper tree care knowledge is confirmed by online reviews. The gaps they left in our barrier between neighbors are concerning. We may have to plant new saplings to replace the damaged trees. Supervision on their work or possibly hiring a different company seems necessary.

I am writing to file a complaint against NYSEG regarding an ongoing overdue charge on our bill that has not been resolved. We moved from 9 South Broad Street to 13 South Broad Street in Norwich in December [redacted]. We requested our service to be turned off in January and settled the final bill for account number #1[redacted]-[redacted] in February, paying $[redacted].89, which was cashed by NYSEG in March. However, the balance was transferred to our new account under number #1[redacted]-[redacted], and despite multiple attempts to address this with NYSEG, the charge remains unpaid and is causing issues. We received a collections notice in January [redacted], which we disputed by showing proof of payment on the previous account. Despite assurances from NYSEG, the matter has not been resolved, and we are now facing termination notices. As a small nonprofit business, the Pink Door Thrift Store, operated by the Chenango Memorial Hospital Auxiliary, we rely on accurate billing to continue our community service. I have enclosed relevant documents for your reference. Please assist us in resolving this issue promptly. Sincerely, Brenda Newvine Manager Volunteer Services, Pink Door Thrift Store [redacted] Brenda.Newvine[redacted]

I have been receiving calls from National Grid for the past three months, warning me about shutting off my electricity due to non-payments. Even though my wife and I are NYSEG customers, not National Grid customers, these calls are still concerning. I believe this might be a mistake in the billing system. Can you please assist in resolving this issue and ensure that National Grid stops contacting us? Thank you, Glenn G. from West Seneca, NY.

I recently called [redacted] and had trouble understanding the representative who answered. I provided the address for service activation at [redacted] Town Line Road, Cincinnatus, NY [redacted] (Account number 1[redacted]-[redacted]), and the call abruptly ended, which left me frustrated. Every year, I handle this process for the Taylor Rural Cemetery, which uses the building for one annual fundraiser. I usually request the service to be turned off in the fall. This time, I need it turned on on either May 13th or 14th. I apologize for my complaints, but after managing this for many years, this difficulty is new to me. I am Linda Hayden, Secretary/Treasurer of Taylor Rural Cemetery in Cincinnatus, NY [redacted].

I work at Corning Centers Rehabilitation Nursing Home and have observed a gas stove smell in one of the rooms, which has been noted by other employees as well. I first noticed it approximately two months ago when I returned to the same room and experienced dizziness from the fumes. Several coworkers have also detected the odor. One individual mentioned it occurs every Tuesday, referring to it as "Generator Tuesday," and reported the issue to maintenance. They explained it was related to the backup generator running a test, but they seemed unsure of how to address it. I am concerned about this situation and feel it should be looked into by someone with expertise.

I am Marianne Whitcomb. I recently purchased a rental property located at [redacted] N Union St in Olean, NY with three apartments. Eric Caya occupies the upper apartment with his own account. Welcomb Home Properties, LLC should have taken over the two lower apartments' accounts in July [redacted]. Despite this, no bill has been received. In November, William Seip moved into the lower front apartment, tried to change the account to his name, and encountered issues with billing. The lower back apartment will have a new tenant tomorrow, transferring the account to her name. Welcomb Home Properties LLC hasn't received a bill for this unit either. I provided direct debit information and requested paper bills to be sent to [redacted] N 10th St., Olean, NY [redacted], but nothing has been received. On Nov 14, the Welcomb Home account was mistakenly charged twice, resulting in confusion and unresolved issues despite numerous calls and transfers between departments. The lack of clarity and communication has been frustrating, and I hope to resolve these billing problems promptly.

I'm frustrated with the constant long waits and poor customer service at NYSEG. It seems like they don't care about their customers despite all the negative reviews and legal issues they're facing. I recently had a negative experience with a rude representative who refused to provide me with necessary information about my bill, including meter readings. Their unhelpful attitude and high charges without clear explanations are unacceptable. It's disappointing to see such lack of accountability and professionalism. NYSEG should improve their customer service quality and billing transparency to restore trust with their customers.