Sarah Gorenstein was one of more than half a million New Yorkers to lose power when Tropical Storm Isaias barreled up the East Coast in August 2020. “We didn’t have anywhere to go,” Gorenstein recalled. She and her husband and two teenage sons stuck out the heat in their home in the Bronx until power returned six days later.

By then, all of Gorenstein’s perishable food had spoiled. She filed a claim with her utility, Con Edison, to be compensated for the spoilage. She received a letter from the company, reviewed by City & State, a few months later: “Con Edison’s responsibility is limited to food and medication spoiled due to loss of power for a period greater than 48 hours. Due to this, we regret to inform you that we must deny your claim.”

Perplexed by the denial, Gorenstein reached out to her state assemblymember, Jeffrey Dinowitz, who suggested she contact the Public Service Commission, which regulates utilities and has an office tasked with consumer services. She and her husband filed a formal complaint and repeatedly called the office. They contacted Con Edison again, but never received a response from either, Gorenstein said. “Over a year later, despite filing everything I needed to file, I’ve been denied,” she said.