Following a scathing investigative report issued against Central Hudson by the New York State Senate (story here), yet another round of complaints continue pouring in from angry gas and electric customers. Central Hudson officials are now issuing statements contradicting themselves.
It has now been over 16 months since Central Hudson implemented a new billing system, yet they continue to blame computer problems for excessively inflated bills. To date, the Public Service Commission (PSC) has logged 4,358 customer complaints against Central Hudson while the Better Business Bureau has fielded an additional 136 complaints within the last year. Although the State Senate recently completed their investigation, the PSC is continuing to investigate the monopoly utility company.
In a public statement issued to their customers, Central Hudson stated, “We apologize to customers who have not been billed timely in recent months or have encountered other billing issues.” The statement continued, “We apologize for the frustration and inconvenience these issues have caused. Substantial improvements have been made since this transition was initiated and we are working to resolve all remaining issues and restore our standard of excellent customer service to you.”
However, Central Hudson downplayed the problems in a legal statement submitted to the PSC, claiming that only “some customers” have experienced “billing issues related to the transition.” Central Hudson went as far as denying that an increase in call volume after their new billing system went online was attributed to billing problems.
In the same legal document, Central Hudson stated, “Central Hudson does not deny that some customers experienced, and continue to experience, billing issues related to the transition to Central Hudson’s new SAP billing system. Central Hudson takes responsibility for the billing issues that have affected customers as a result of that transition.”
Also in the document claimed the allegations are “unsupported by facts” and made from “unsubstantiated press,” and even took aim at the media, politicians, and the Public Utility Law Project.
Central Hudson blamed the Public Utility Law Project for relying on Central Hudson’s aforementioned apology to their customers regarding their billing issues, claiming Central Hudson’s own letter is not evidence that there have been any significant billing problems.
Following a massive public outcry, elected officials held a public forum to hear the complaints of their angry constituents. Central Hudson’s letter to the PSC sobbed, “Central Hudson was not invited to attend the event” which was organized by Congressman Pat Ryan, State Senator Michelle Hinchey, and former Assemblyman Kevin Cahill. After the politicians heard the public outrage, they penned a joint letter to Central Hudson.
Central Hudson noted in their legal document that they are “working to resolve issues” and that they have “worked with all customers to resolve any issues they might have experienced,” despite claiming in the same document that only “some customers” had billing problems and the allegations are “unsupported by facts” and from “unsubstantiated press.”
Meanwhile, the public complaints continue pouring in. Central Hudson’s social media pages continue being inundated with complaints every time they write a new post. The PSC continues receiving complaints almost daily.
The flood of complaints are related to numerous allegations. In nearly all instances, customers are complaining of excessively high bills. Many are complaining that Central Hudson “estimates” what they feel the customers’ bills should be, which customers claim are significantly higher than their actual usage. Several complain that Central Hudson has failed to send meter readers to their homes in several months or even a year and are instead guessing the bills. Those “estimates” are almost always too high, customers say. Many customers are also outraged by “delivery charges” which they say are often higher than their actual usage fees.
On January 4, 2023, customer Andrea Barrist Stern filed a complaint with the PSC. She stated that she submitted her own meter readings during each of the last four billing cycles. She said Central Hudson accepted her meter readings, but then estimated her bill anyway – and doubled her rates! She said she called Central Hudson two weeks prior and they claimed they would look into it, but representatives never got back to her.
Yesterday, customer JoAnn Santamorena filed a complaint against Central Hudson with the PSC. “I’m curious when these bills will be accurate,” she questioned over 16 months after the new billing system was implemented. “We can’t live like this,” she reported to the PSC. “I am at a loss on the misrepresented company and the fact they know what they are doing to the community. I am outraged as well as fellow neighbors,” she explained.
Customer Jen Tsakis filed a complaint with the PSC on January 2, 2023. She stated she lives alone in a 1,200 square foot home and is “frugal” with her heat and electric usage. She reported her current bill is $1,700. She stated she has been asking Central Hudson for the last year to show her the meter readings, but they continue to ignore her. “I know the amounts I’ve been charged are way over what they should be,” she stated.
Last month, Central Hudson warned customers of an impending storm via social media. Customer Mollie Alice scolded Central Hudson’s previous responses. “Despite the best efforts of the men on the ground,” she said the response “has not been sufficient on the company’s end,” seemingly blaming the management.
Central Hudson did not appear to appreciate criticism and engaged in a prolonged argument with the customer on social media.
The Newburgh News is continuing to follow Central Hudson’s alleged abuse of their customers. Updates and a complete history of the issue can be found at https://newburghnews.press/centralhudson/
Customers who have victimized by Central Hudson may file a complaint with the NYS Department of Public Service (link here).
