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Utility Complaints Ranked

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powerlinesgettyimages110288590 Utility Complaints Ranked

Pylons transporting electricity. (Photo by Oli Scarff/Getty Images)

The state Department of Public Utility Control issues its annual Consumer Service Complaint Scorecard.

The scores are based on the number of complaints per 100,000 customers.

Among state telephone companies, Cox Connecticut Telecom has the best customer complaint score.  One Communications has the worst.

Among electricity suppliers, Viridian Energy has the best customer complaint score.  Gexa Energy had the worst customer complaint score.  It recently changed its name to Next Era Energy Services.

Comcast of Middletown had the worst complaint score among cable companies in the state last year. Thames Valley Communications had the best score.

United Illuminating gets a better score than Connecticut Light and Power.

View past scorecards here.

Source: State of Connecticut Department of Public Utility Control Consumer Services Unit

(1) This figure represents the total complaints for the industry in CY 2010.
(2) Because of the proprietary nature of this company’s customer count information, only the complaint figures for CY 2009 and CY 2010 have been provided.
(3) The customer counts for these aggregators are included in the customer count figures provided
by the associated suppliers

Utility Name Score Customers complaints
CATV 1760 (1)
Cablevision of Connecticut 44.60 125,565 56
Cablevision of Litchfield, Inc. 43.28 27,725 12
Cablevision of Southern Connecticut 47.17 97,512 46
Charter Comm/Northeast 92.86 30,153 28
Charter Comm/Western 54.00 62,960 34
Comcast/Branford 88.56 56,461 50
Comcast/Clinton 76.79 23,440 18
Comcast/Danbury 115.58 33,743 39
Comcast/Groton 100.48 19,905 20
Comcast/Hartford 151.74 84,355 128
Comcast/Lakeville 161.92 4,323 7
Comcast/Lyme 110.57 8,140 9
Comcast/Middletown 195.84 23,489 46
Comcast/New Haven 132.73 62,533 83
Comcast/Norwich 123.09 17,060 21
Comcast/Plainville 127.71 67,338 86
Comcast/Seymour 92.03 31,510 29
Comcast/Vernon 81.65 25,718 21
Comcast/Waterbury 113.06 37,150 42
Cox Comm./Enfield 42.34 35,429 15
Cox Comm./Manchester 33.86 59,075 20
Cox Comm./Meriden 42.62 35,193 15
MetroCast Cablevision 57.92 32,803 19
Thames Valley Communication 11.39 8,777 1
Total
Utility Name Score Customers complaints
ELECTRIC 1760 (1)
CL&P 116.14 1,203,735 1398
UI 104.47 325,466 340
GAS 553 (1)
Connecticut Natural Gas 57.03 171,845 98
Southern Connecticut Gas Company 140.31 189,586 266
Yankee Gas Services Company 88.02 214,727 189
SUPPLIERS/AGGREGATORS 222 (1)
Better Cost 1 (3)
Choice Energy 53.68 1,863 1
Clearview Electric 65.77 12,164 8
Con Edison Solutions 16.18 18,546 3
Constellation New Energy Inc. 22.75 13,188 3
Direct Energy Services 25.78 65,932 17
Discount Power 37.73 23,854 9
Dominion Retail 21.19 28,319 6
Energy Plus 17.74 39,451 7
Freedom Choice Energy 13 (3)
Liberty Power Holdings 150.83 1,326 2
MXenergy 47.60 54,617 26
NextEra Energy Services (f/k/a Gexa Energy) 206.61 968 2
North America Power & Gas 22.10 40,726 9
Patriot Energy 2 (3)
Positive Energy 21 (3)
Public Power & Utility 43.28 62,390 27
ResCom Energy 25.68 58,411 15
Starion Energy 30.80 29,217 9
Verde Energy 108.98 33,952 37
Viridian Energy 12.34 8,107 1
TELEPHONE 446 (1)
SNET d/b/a AT&T CT 24.95 1,286,551 321
Verizon 109.18 24,729 27
AT&T 39.47 35,468 14
Comcast Digital Phone 33 (2) 38 (2)
Cox Connecticut Telcom L.L.C 10.01 79,909 8
MCI 23.51 8,507 2
One Communications 120.31 10,805 13
Total
Utility Name Score Customers complaints
 

VIDEO SERVICE PROVIDER

42 (1)
AT&T U-Verse 42 (2) 57 (2)
WATER 46 (1)
Aquarion Water Company of CT 2.75 181,829 5
Connecticut Water Company 13.55 88,534 12
Hazardville 13.72 7,286 1
Torrington Water Company 10.41 9,607 1
United Water Company 84.13 7,132 6
Valley Water Systems, Inc. 29.74 6,725 2
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