Some homeowners have recently discovered that their electricity bill doesn’t match their usage, uncovering a pattern of mix-ups in Con Ed’s home meter installations which can lead to the utility user’s sticker shock and then take up to months for the company to solve.
Con Ed has installed almost five million smart meters that measure and record electricity use in real time and send the data back to the company. Customers of Con Ed have submitted to the State Department of Public Service nearly 200 complaints about subcontractor mix-ups of smart meter installations since 2022.
According to the company, an accidental switch-up is a rare problem and results from human error during building upgrades or new construction.
“Con Edison responds to customers and works with them to resolve any billing problems or questions as quickly as possible,” Con Ed spokesperson Allan Drury, said in a statement to The City. “We regret any inconvenience to the customer.”
Laurie Wheelock, executive director of the Public Utility Law Project, which is designed to assist people with their utility issues, service, and bills, says she hears from customers of Con Ed about meter mix-ups occasionally and her organization helps them deal with the matter.
She recommends that residents who suspect faulty billing contact Con Ed first, and then file a complaint with the DPS if there is an inadequate resolution.
“The commission continues to hold utilities accountable and is working diligently to resolve all complaints,” said DPS spokesperson James Denn.
Jacob Mnookin, who owns a two-family house in Brooklyn’s Ditmas Park, told The City it’s been almost a year of incorrect billing. He said he realized last July that he was getting charged for his tenant’s electricity after he installed his solar equipment at his home.
Jacob says it took two months for a technician to come and check on it, despite being told he would get a resolution in 6 to 8 weeks. Though he has had regular back-and-forths with the utility company, and has also filed a complaint with the DPS, the billing and meter remain unfixed.
Venting his frustration, Mnookin said, “Literally every time I speak to anybody there [at Con Ed], I’m starting over.”
