Oncor
Reviews and Complaints

I first tried to get answers by sending emails. HOWEVER, I was misguided and not given any real contacts to get to the bottom on my concern.

Instead, they gave me a link to report an outage. Never answering the reason I'm the only one with this in my yard.

Attached are the emails for your review.

STATEMENT...

I have serious questions I need answers about the concrete plate in my front yard. I need someone from ONCOR/TXU to respond to this email explaining WHY it was necessary. No one ask me for approval and it appears I am the ONLY ONE with this on their property.

We purchased a home and closed on the home in November. I still do not have electrical lines ran to my meter, oncor has had this project since September and have not done anything. They have now put the project on “hold” and have no timeline of providing my house with power. I am forced to be pretty much homeless until my house is provided with the proper utilities that is required.

On December 1, 2022 an big electric pole was placed in my front yard. We were not even contacted to let us know that this was going to be done. The pole is very close to my home which is a very big safety concern since my home has been struck by lighting twice, and we also have underground sprinklers and oxygen canisters in our home. Since the pole has been placed there my husband has become sick from the thought of it being there. How can this be done without home owners not being contacted or given the consideration to try and stop it. I also call and spoke with one of your clerks on December 2, 2022 and filed a complaint but, this is my way of having my concerns in writing since she stated this was the only way to do that.

My transformer has been blown for around six months now. My electricity has been rerouted via a large electric wire running across my back patio (where my grandchildren use to play before the wire was ran) to my neighbors electric pole. Oncor crew came out to make repairs 11/3/22 around 9:30 am. Took my gate off (privacy fence) to get a large machine into my back yard. They turned my power off for over eight hours. In that time, they sat on the machine and talked, they sat on the ground and visited, they laid on my back porch, sat on my patio table and furniture and when they turned my electricity back on at 5:30 pm, I still had a wire running across my patio. They did not put my gate back together properly so. Ow it won’t close and latch at all. I’ve tried to speak with Oncor about this and they don’t seem to care that the gate could be destroyed or that my items in the back yard are now vunerable to theft. The only thing they say is “we’ll investigate and let you know what we decide in 10 business days. I’m not sure what they think needs deciding. It’s pretty clear. I want my electric repaired and my gate as well.

I don't know why til now that they came to do there job it's been since one o'clock that we don't have lights on at my address they didn't show up until 600 pm to come fix what I have reported and right now my baby is sweating and frustrated because my duplex is still hot in side and don't have my light on yet it's fixen to be 20 minutes till 9pm and we still here at home with any lights and I can't afford to get a room to a hotel... I'm sweating and frustrated too... they can't even hurry them self up ugh 😫😫

I lost power Friday the 5th around 1:00 pm It was restored Saturday the 6th at 2:00 am

Power went out again Saturday the 6th at 6 pm was restored by 8:30 pm

And yet again power went out Sunday the 7th at 11:00 am and is still currently out.

That’s 3 days in a row we have lost power and had food go bad

Is it a lack of employees or training that is causing a problem to not be fix the right way.

It is getting beyond frustrating at this point

3 days in a row

Like really! What’s going on? This is ridiculous.. this has happened 4 times this year already and it’s only July. When I get my bills they are always the same. How could this be when my power keeps going out. Bills are always paid on-time. I can’t tell you how much food I have had to replace. We should all get some kind of discount for all the inconveniences we have had to go through this year.

Yes I've been having problems out of oncor for about a year now. Fist they say my house is causing electrical problems. Then they come out and change my wires. saying they were old and checked my meter and base. Before they finished I asked was everything fine and they said everything looked great. Then they came back and took the meter out left it on the ground. Couple days later came back put the meter back in and said I needed to upgrade the wires and meter base pole Then said that it was connected properly after saying everything looked great. So now there saying that they disconnected everything and that I needed a permit and it needed to be expected. leaving the meter base uncovered and breaking a camera I had placed to spot any body trespassing. They put the camera back up but it was cracked in the front. I've tried calling and talking to them but everything just kept going back and forth. After being disconnected for a few months I still was receiving a bill which was higher than when the electric was actually on. So they sent a 45 dollar credit. Which makes no sense. Today I'm still going through more problems after over a year. so now they wanna charge me a disconnect fee and a reconnect fee for something that they say had already been disconnected and reconnected all over again. This problem first started back in late June of last year and now it's July 2022. I need this matter to be addressed asap because I've spent too much money electricians and parts to still be going through this. My bill has always been paid and I've followed all of the proper guidelines. But pay for all these extra fees is not right. On top of that now they are saying I didn't have the right meter but after I pay all these extra fees and permit cost they will bring the right meter back this time.

I have temporary pole placed at a new construction site in McKinney. To get an electrical connection, it needs to be connected to a service utility pole. As an experienced construction general contractor, I have had this done many times. In this site in McKinney, the service utility pole was determined by Oncor Service personnel as unstable (it has holes). This pole is currently providing service to other homes. But, due to the unstable situation, it cannot be connected to my property. Well, I understand that. But my complaint is this: this assessment of instability was determined on March 29, 2022. Since then, I have contacted Oncor Customer Service 10 times. And each time I have been told that someone is going to act and contact me. I have spoken to many customers representative and supervisors.

I live in Boyd Texas on Hobbs Street. We have over the last 7yrs experienced so many power outtages I cannot recount them all. Every little rainstorm seems to cause our power to be out for hours on a near weekly basis. This is becoming expensive to replace food items in both freezer and refrigerator.

I receive a myriad of excuses each and every time I call about an outtage. In the highest number of cases it is due, I am informed by each oncor representative I speak to, to downed lines from a tree limb. While any typical driver on Texas roads both rural and interstate the procedures used by oncor to "trim back" trees is questionable at best. It is quite ugly and damaging to tree growth. That being said tree growth is inevitable.

Therefore I ask that oncor make a just and sincere effort to trim or remove any and all trees that are suspect to present or future line down situations in and around the residents of Boyd Texas 76023.

We love our trees but we love our cold iced tea and our groceries.

Do better oncor.

I will speak to City Council and the mayor on this subject tonight and you should expect some form of notice from residents and city government alike quite soon.

Again I say, do better Oncor. We as customers and residents of this city and this Great State deserve better consistency in service.

My power has been off for 12 hours and my electricity is not connected.

I'm filing this complaint to bring attention to the fact that some work is necessary in the town or Tehuacana, Tx. 76686. This month alone we have had 2 episodes of power outages. The 1st was on 5/5/22 due to a rain storm. We were without power from approximately 2pm until 1:30am. The 2nd was on 5/21/22 during a thunderstorm. Power was out from 8p-6:30a the next day. The 3rd was 5/22/22 from 2p-7:30p most likely due to the storm the night prior. We are an old rural town with lots and lots of trees, many of which are covering the power lines. We have lived in this town for 50 years now and this has been an on going problem, better at times and then bad again. I believe that if the trees could routinely be trimmed & preventive maintenance done this could help with the problem. I realize many companies are having problems with a lower number of employees these days but I feel that if we are paying for services these issues should be taken care of. As you know we suffer not only physically during the summertime with our lack of air conditioning but our appliances and tech equipment are in jeopardy as well. Thank you for reading my complaints and I will be awaiting your response.

I have lived in Georgetown TX Carlson Place for 3 years now and the power outages and power dips have gotten more frequent with no answer in site. I don't feel Oncore has upgraded their equipment for the growth in this city and the outlying areas. It is ruining our appliances air conditioning and computers. No one at our Roundrock Center cares. The latest incident was May 18 and outages from 430 to 9:30 and several dips after then and again May 19 from 8:00 to 9:15. I have already filed a complaint with Texas Energy Commission and Oncore reply to them was it only happened once and was resolved quickly.

We just moved here and the power goes out 2/3 times a month. We asked for records of this and they said history shows this outage occurring monthly and they will do nothing About it!

We work from home as many do and cannot work when the power goes out for 7 + hours. All these said was “yea sometime it last all day”. Ridiculous Who will be held responsible when I can’t work and my wife suffer from an autoimmune that she needs to stay out of heat. We live in Texas it’s having extremely high temperatures. Who wants to deal with this moving into a new house. To say they’re nothing even trying to fix who they’re overloaded in the first place is dumb. It’s not safe at all because our phones don’t call here without Wi-Fi due to poor connection. We had to go down the street to even be able to call oncor to complain about the service.

3+- months ago ONCOR install new poles at 146 Hunter Pass, Waxahachie, Texas 75165. Poles all down the street. While installing the pole in front of my house they hit my power lines knocking out my power. It was a day and a half being repaired. Subcontractors for ONCOR hand dug the pier for the new pole. The hole was opened for 2/3 days. After finishing installing the new pole and connecting new power lines the crew responsible for removing the excess rock and dirt never came back. After complaining to Two supervisor still on the street, I was assured it was going to be remove. To this date it is still there. Weeds are growing and I can't mow around it because of the rocks. It has set there so long now that it is like concrete trying to dig. I am 73 yrs. old and finally trying to remove it myself because ONCOR is not doing it. I spent an hour today trying to load it in a wheelbarrow, I can't nor do I have a place to put it. This should be the subcontractors responsibility. But ONCOR hired the subcontractor. Please advise if ONCOR will get this done or do I need to pay someone to do it

There have been guide wires replaced on nearly every pole in Richland Hills, Texas. The old wires have been left hanging from the poles or in a heap on the ground. Either is a safety hazard. Can you imagine the publicity if a child decided to play tarzan on one of the dangling wires around Richland Hills Middle School and the roads leading up to it. Norton Drive, Dover St, Richland St., Hovenkamp, etc...

New Construction Management Project

WO# [protected]

Service Address: 7919 Kiska St. Dallas, TX 75216

I hope you find this email well. My name is Errol Fernandes and I am reaching out to you board members in response to the New Construction Management department.

The Project Manager that was assigned to me currently is Corwin Calloway (972.213.7340). He issued me the ESID number on April 18, 2022. A few minutes later, I enrolled with YEP Energy. The service dated I requested for service was April 18th, 2022, I knew that wasn't possible but I was hoping I would get service as soon as possible.

On April 19th, 2022, YEP Energy contacted me to verify my information and notified me that the service date would start April 20th, 2022. The agent also notified me that a technician had already been notified to install an electric meter. I asked the agent if I could request if the technician could come out the same day. The agent put in the request and notified me that the technician may or may not come the same day, most likely the next day (April 20th, 2022) which is understandable. Contacted Corwin and asked him if he could give me an idea of how quickly his technicians can get out there. According to him, he said a work order has not been assigned to his department yet.

April 20th, 2022 at 4:30pm, contacted the New Construction Management department, 1.888.222.8045 to get the status of the technician/install. The agent stated that they should come sometime today by midnight, if not the next day (April 21st, 2022). She also stated that technicians work until midnight, 24/7 operation.

I contacted Corwin 4/21/202 at 10z;00am and he stated that a technician had been assigned the install the meter and connect the power line to the house but couldn't give me a time frame. April 21st, 2022 at 6:39pm, talked to an agent and she said they should have had power by now because according to her system, the start date was 4/19/2022. She put me on hold, came back and then hung up on me. Called back again and got the same agent, she acted like she never spoke with me. She stated that a technician hasn't been assigned and stated that it could come today, if not, 4/22/2022, not too sure what the time frame would be. I called back the customer service team again at 6:52pm to speak with a manager. The agent got a supervisor by the name of Kimberly. She told me that all of the technicians were gone for the day and there was nothing she could do at that time because no one is in the office. Kimberly told me that she gets in at 8:00 (4/22/2022) and to give her about a couple of hours so she can look into it and see what's going on.

4/22/2022, never heard from Kimberly, Contacted Corwin at 10:41am, he looked into and told me that he will call the technician to get the status and call me right back. Called the customer service team again at 11:57am because I haven't heard from both Kimberly and Corwin. Got a hold of an agent and requested to speak with a Manager or District Manager. Specifically tol dthe agent that I did not want to speak with Kimberly.7and half minutes after being put on hold, Kimberly got on the pone. She told me that she just got the information that she needed. She told me that she assigned a technician to gout to my property today and that she would be watching my account until 4pm, assuming that's what time she finishes. Kimberly also informed that they technician was very busy and that they finish at midnight. 5:20apm, called the customer service department again. The agent stated that the technician was ordered to install the meter by midnight.

4/23/2022, I yet still do not have power.

Errol Fernandes

214.551.0055

For the past 4 years I have been asking Oncor to come and cut the trees out of the power lines. The trees have caught on fire before and sparked. The limbs constantly grow in the power lines. I have caught the fire department when the trees catch on fire. We lose power often due to the trees in the powerlines. When they come after the power has been off, they leave the limbs in my yard and it takes them weeks to come and pick them up.

During these windy spring days power is going out every other day. I KID YOU NOT. I don’t know what’s going on this year, but this is ridiculous. It’s a hazard honestly. It’s very frustrating for me and I can’t imagine for someone who depends on power more than myself. Y’all need to get it together. Phony providers. Stay away from Oncore, I’m warning you.

Over a year ago (February 2021) I made a series reports to customer service [protected]). I have made six reports about a broken utility pole that is leaning away from my house. This has caused the service wires attached to my house to pull on the facia boards causing damage to my home. I have had six employees of Oncor visit and inspect the issue. After the third call to Oncor someone came out trimmed a tree and set a new utility pole, however the job was not completed, and the issue remains. Visits by employees 4-6 said they would report the issue to their supervisor. I would like to know when this issue will be corrected and the damage to my home repaired.