Frustration over delay in connecting utilities to new homes, properties in Monroe County

ROCHESTER, N.Y. — Home buyers and builders say they are dealing with months-long delays in connecting utilities to new homes and properties.

The problem in dealing with utility companies, NYSEG and RG&E has been going on for years. WHAM reported on it in 2016 and 2020, but home builders and property owners say it has gotten worse, and the utility companies have been more difficult to reach. RG&E and NYSEG are both owned by Avangrid.

Marc Tantalo of Rochester bought a garage across from his home about six months ago and he is still waiting for RG&E to connect the power. When he calls the company to check in, he said it takes hours to reach a customer service representative, who often does not have an answer for him on when he will get his power connected.

"I have been told several times there isn’t anything I could do, I would just have to be patient. Months and months are going by and nothing, so I am at my wit's end. I just don’t know what to do," Tantalo said. "The frustrating thing is you can't just call another company- they are the only company that you can use for the service and I think they know this so they don’t care if you are held out without power."

Builders across the region are having the same problem according to Rick Herman, CEO of the Rochester Home Builders Associations. He said the long wait to connect utilities is delaying when people can move into their new homes, and builders take on the brunt of the frustration that it causes consumers.

"More and more consumers are seeing their homes sitting there and the builders are saying, 'well we are waiting for RG&E, waiting for NYSEG' or something like that. Then they get upset with the builder," Herman explained.

Herman said RG&E tells builders the delay is caused by issues with scheduling, staffing and trouble getting the supplies needed, like meters, due to supply chain issues. However, Herman said builders are wasting hours on the phone with RG&E, trying to get updates on their projects.

"It is very difficult because it is very tedious on the businesses that are out there. A lot of our businesses are small companies and when you have an employee waiting on the phone for someone to pick up on the other end at RG&E and all you hear is music, that creates a problem," Herman said.

The Rochester Home Builders Association is looking at its options for taking action, including seeking help from the New York State Department of Public Service Commission, which currently has six open complaints on delayed service from NYSEG, and three for RG&E.

People with concerns about their utility companies can click here to file a complaint with DPS.

RG&E did not respond to several requests for comment.