Oncor
Reviews and Complaints

I do understand that the rolling power outages are needed due to the high load of electricity used at this time, but don’t you think it may have been a good idea to inform the public about the possible outages prior to making the call? What about the people who are depended on medical equipment powered by electricity, e.G. Oxygen concentrators, some can not be off that for long and 15 minutes+ is too stressful and the oxygen levels tumble…. This storm is not a surprise and oncor should have seen it coming, at least could have notified the media to make the public aware of the possibility of such power outages prior to making the call, so that other arrangements could have been made for those who need electricity for their medical equipment!

I previously have had trouble getting connected with a representative at oncor. This last time I contacted them with a service problem, they told me that a representative would contact me within 4 - 6 hours. I gave them a contact phone number. They never contacted me. They must have fixed the problem. My electricity no longer is going out. It was turning off approximately 4 times within an hour. It is just poor business practice to have poor customer relation. They culd have very easily contacted me.
This is a very pooly run company to say the least!

My lights went out aroud four or five am. I called my electricity provider prepared to make a payment only to find out that making a payment was not the problem and I was advised to call oncor. Oncor stated that they will send someone out and they should arrive by ten am. No one came. I called back and was advised by a supervisor that someone had been to my residence. I was at home all morning having my front and back yard done and saw no one from oncor. I advised the supervisor of that and she insisted that someone had came out at 8:45 am. Then she told me to call an electrician. I was irate and started to yell and shout. No one had came out in the first place I told her, so how did they know if I needed to call an electrician or not? She argued back and forth with me for about an hour. I finally spoke to a regular agent and was advised that no one had came to my house and that the first one was on his way. Upset and furious, I was. About 2:00 pm someone arrived and come to find out the meter was burnt from the inside. That supervisor should be fired. First she lied to me continuously by stating that someone had been to my residence twice and was not going to come out again. Then she told me to call an electrician, which would have been a waste of money that would not have been refunded. After telling her that the meter was burnt and it was their fault she tells me that they can not actually tell if someone had been out, they can only read the notes on the account. This lady almost had me waste hundreds of dollars by having me call an electrician to my house. My lights were out for about ten hours and not once was an apology given for giving me false information and putting me through the s#t I went through. Oncor has very poor customer service and should hire better trained supervisors.

Green mountain energy is my electric service co.-oncor is their provider.
For the past 3 months I have been communicating with both these entities.
It is now common knowledge that there are problems with their meter readings (this issue has been address on the local news), but still I cannot get any resolution to my outrageous utility bills. On the highest charges month (jan '10) no one was home during the week-only on weekends. The bill was three times higher than previous bills!
They keep saying that the increase was due to the cold weather!?! No-one was home!
We have had the landlord out to check everything and all applicances, water heater, etc. Are in good working order. Grn. Mtn. Refers me to oncor
And oncor was to add an additional charge to come out and re-read the meter and state that the only thing they can do is go by the meter readings! And, no, the additional charges will not be reimbursed even if the error is theirs. Although I could not get a resolution or response from anyone for the past 2 months, they will not even address the previous months! Even after all my calls during that time frame!
My phone number is [protected]- in case someone wants to contact me on this!

Our electric bill has been extremly high and no is doing anything about it I have called txu and they will get me intouch with oncor and yet noting has been done about this high electric bill. Our electric bill has double. I would like someone to give me a call about this matter, this is a bad situation. My name is kimberly williams

I am willing to provide my bill which shows clearly that they overcharged me big time during the month of december. I called ambit which told me that they were not incharge of that system that it was oncore I told them that I would like for them to check it and they said that they would charge me 25 bucks to check it. I need help please make them stop... The cost is to much and times are tough they charged me 192 dollars for a 714 sqft apartement after they had been charging me an average of 68 dollars a month... Something is truely wrong here.

David maldonado

Due to the lack of responsiveness by oncor, I am now writing a complaint for my parents, seeing as they have no power to do so themselves. They live on claybrook, in the lake highlands area in dallas, tx, and have been without power for over 60 hours. Well over 30 phone calls have been made on their behalf to attempt to reach someone at oncor, all of which had no answer. Each time it goes directly to an automated voice system, which gave them a confirmation number, 5524. Unfortunately, there is not an option to use this number and find out how long it will be until the issue is addressed, making the number completely useless. This is being used a ploy to try and make people feel at ease while nothing is being done. Not only that, but there has yet to be one oncor van in the neighborhood even attempting to make an effort to fix this issue. All they want is to reach a live employee of oncor, to know how much longer they will be without power. They have been living on-and-off at their friends, and would like to know if they should move in full time. We realize this is a city wide issue, and all we are asking for is a response from a live employee to get an idea of how long it will be, and would greatly appreciate an email to [protected]@aol.com.

Oncor is truly unprepared and the least sympathetic business I have encountered in a long time. When your power goes off and you feel like a helpless victim, you should at least get some type of apology for the lack of service. No. One of oncors first statements was one of blame stating that we overloaod their system. Really? Could it be all the overgrown trees hanging on power lines already prior to the storm or the years old power lines that never get replace. Really? I guarantee you if one of oncor's executives didnt have power it would be someone's job on the line. But since it's average people involved, why not make them wait 4 days. Yes, 4 days and still no powers or answers. Yet they boast in their media statement on their website that this is not as bad as the million homes that were without power in 2004. Really?

After 41 hours without power I have come to one conclusion. After living in chicago, denver and los angeles and surviving blizzards, tornadoes and earthquarkes. I have never seen such a poor plan of action and oncor should be ashamed of their so called "customer service". Every person living in the dallas/fort worth area should make their feelings known to the puc and anyone who will listen!

Our power went out on thursday and we submitted a report, no human interaction, no nothing, just an automated system that claims "the report has been issued" 30 hours later none of the neighbors have seen an oncor work truck, none of the neighbors have back there power, there is nothing going on. Several of the neighbors who have infant children have had to vacate their homes due to the dropping temerapture. Does oncor care that their customers are unable to stay in their residences? No, of course not, they are still getting money out of them for this month. Does oncor care that we (their customers) are having to leave our houses and try and find hotels (I went to several before I found a vacancy), does oncore care we are having to spend extra money not in our budgets to stay warm because their so call "electricians" never showed? No, they don't because, they are still going to be paid. The problem at my house is simple, the transformer blew a fuse, happens once about every 2-3 months and stays out for 2-5 days. It would take oncor a matter of an hour to fix this problem and make 50-150 customers happy. Do they come out and fix it? Eventually when a neighbor tracks down a truck and talks them into calling in and requesting a work order. Does oncor answer their phone and face the public that they so willingly leave in the dark? Of course not, any number you call either re-routes the call to the automated system or tells you that oncor will only accept automated outage reports. This sounds to me like a company that is hiding because they know they screwed up, and now they are afraid to face the music. City hall is now watching oncor and tracking power outage times, restorations, out all of that. I think it's time we go to city hall and the puc and take care of the oncor problem.

I have making calls to oncor for months now. I received a new meter in december of 08. My bill immediately doubled. My october bill has quadrupled since last year! I have called numerous times. The first time they told me that they could not give me a call before they caqme out because their service men don't have telephones. They did come out after about 10 days and re-read the meter. This was not what I had asked them to do. Of course they charged me for it. I called back to explain to them that I wanted to meter checked for defects not reread. They told me it would be 15 days. I was there when the meter reader came out that time. He saw me. I told him what was going on and as far as I can tell he didn't check anything but told me the meter was fine. I was not charged for it and they deny that the man was ever at my house. I called a third time and told them that I now have proof and could show it to them. They acted very concerned and assured me that some one would be out within the next 15 days. 17 days later I called to check on the status of the work order."no, they had not been out yet because of the weather. Someone should come over in a day or two and they would call me with the findings." two days later I called them. "yes. Someone had come out and my meter was fine." I had put my usage statement on my meter so the meter guy would know what was going on. It was untouched. Today I called and was told that "today the supervisor where making call backs to customer and a supervisor would call me back today"... So far, nothing and it's almost quitting time for oncor.

Oncor will not tell you or they say they do not know how much they are going to charge you for anything. How can you agree to a charge if you don't know if it is going to be $10 or $500? They say there will be "calculated" charges. What does that mean? I am a single mother of three with no help trying to keep my bill down and I get charged $80 for them doing their job not to mention three $2.21 charges for these new meters that we have no say so in. Now they say they will not waive any of the fees and I get no answers from stream or oncor.

Meter reader "roger b" - the only name that oncor will provide me with - from oncor attempted to follow me into my open garage on the afternoon of january 6, 2009. He did not identify himself, there was no work truck visible. Nor did he come to the front door as a normal professional person would have done. Because I was threatened by his actions and feared for my safety and the safety of my child, I called 911 and set off my alarm at home. At no time while I was waiting for the cops did he ever come to the front door, he instead hid in the bushes while the cops were on their way! Is this what a normal meter reader would do? When the police showed up, they simply told me, "he's the meter reader." I told them I didn't care who he was, he had no right to follow a woman into her garage and gain access into someone's home this way! I have a copy of the police report and filed a complaint against oncor with the puc. I fully expect oncor to send me a written apology along with a check for $75.00 which was the charge assessed to me by my local emergency response team. This meter reader, by his unprofessional (criminal?) actions, set off a chain of events that directly caused me to incur this $75.00 charge. All he had to do was come to the front door and ring the doorbell. He obviously had some other agenda than just talking by trying to follow a woman into her open garage! I am glad that I called 911 and will do it again if he tries that again, even probably go after him with mace if he tries to harm me again. Women of north richland hills beware of this meter reader who tries to follow women into their garages!