Share Your RG&E Story

You're not alone! Over the years, many of us have had bad experiences with RG&E, from minor inconveniences to major crises. High energy bills, poor service, and inhumane shutoffs are just some of the things we know need to change. Tell us your story to help show why we need to take our community's energy future back from greedy corporations like RG&E, and replace RG&E with a public utility!

Metro Justice often shares stories posted here on social media to build awareness around RG&E issues and momentum for a public utility as the solution. If you have any questions regarding how Metro Justice may share your story, please don't hesitate to reach out to our Organizing Director, Mohini Sharma ([email protected], 585-397-3534) or our Organizer and Policy Specialist for the RED Campaign, Michelle Wenderlich ([email protected], 585-397-3539). 


  • Dee W
    commented 2023-09-02 05:57:36 -0400
    I been trying to save money on everything. From groceries to school clothes to school supplies and everything else that will help me make ends meet. So the Covid snap program has expired. So I reduce everything possible as far as energy and gas consumption. So I got one bill for the month of July for$125.87 due to me not using gas and pretty much just using fans do to the cold summer we had this year. So how do I get a August bill for over $420 if I’m not using any resources. We as consumers should be notified weekly of usage of electricity and gas weekly or daily to help consumers make better informal decisions. We should be able to see how much electricity and power we use on the daily. Can someone please help me get this watts vs x times p equal = I created my own analysis every month!!!
  • Dee W
    commented 2023-09-02 05:57:35 -0400
    I been trying to save money on everything. From groceries to school clothes to school supplies and everything else that will help me make ends meet. So the Covid snap program has expired. So I reduce everything possible as far as energy and gas consumption. So I got one bill for the month of July for$125.87 due to me not using gas and pretty much just using fans do to the cold summer we had this year. So how do I get a August bill for over $420 if I’m not using any resources. We as consumers should be notified weekly of usage of electricity and gas weekly or daily to help consumers make better informal decisions. We should be able to see how much electricity and power we use on the daily. Can someone please help me get this watts vs x times p equal = I created my own analysis every month!!!
  • Jennifer Whitney-Kivett
    commented 2023-07-14 18:47:43 -0400
    RG& E swept my bank account for $1300. I proceede to instantly call them. I recieved no direction ton to claims only “that’s what the meter reads”. Come monday their claims department was shocked. They had to issue me a personsal check & credits. Now, i believe they are trying to scam me again. I have no air conditioning. I only run a box fan in my bedroom at night! I leave a small footprint. I need help dealing w them!
  • Regina Vega
    commented 2023-05-28 13:43:15 -0400
    Hello back 20 years ago I had my first one bedroom apartment (I was 18 at the time around 2004) I got pregnant and went on HEAP. RGE billed heap a $25K

    RGE bill for my one bedroom. Which bill was current prior to heap ( bill was around $180 per month) well HEAP

    paid the bill everything besides $5K! Which they stated I owed .. I refused to pay they said it was an error and it would be fixed .. it never was fixed I just went to get RGE put in my name 20

    Years later and they said I still owe and billed me the 5k put it on my new address and sent it to collections
  • Dorothy DuMont
    commented 2023-04-03 15:33:16 -0400
    I lived out in fair Heaven from August 2021 toAugust 2022.We went to Florida over winter break and we came back to our bill being 1600 and we’re still going up so we had to move but I am still responsible for that bill and it is still up in the thousands and I called Rochester gas and energy to find out why the bill of sale sky high and they said all that was normal for the Bill to be like that and we just moved out there and when we moved out there my first bill was $27 and some change and then it went up to 1000 thousand 600 no that’s wrong and I appreciate I don’t appreciate what I have to go through to pay it and and it is hurting me because now I have two electric bills to pay for and it’s not fair to me
  • Anonymous
    commented 2023-03-30 12:39:08 -0400
    I received a phone survey from RG&E. One of the questions they asked was, “How likely are you to recommend RG&E to a friend?” What am I going to do? I can either recommend RG&E or tell them not to use gas and electricity. RG&E can’t even write reasonable survey questions.
  • Danielle P
    commented 2023-03-28 23:38:38 -0400
    I got a $996 bill for this month and a $460 bill for last month. My house is not even 1100 Sq feet. I called numerous times to see what’s going on and they say it’s accurate. I am so perplexed. I’ve lived in my home for 9 years and my bill has never been over $250 on the coldest month
  • james cucinelli
    commented 2023-03-12 18:50:22 -0400
    I am Jamie Cucinelli owner of Avid Indoor Golf, in Greece NY. In 2015 I opened the business with an average RGE bill of $300/month during summer months and ~$700 during winter when the business is open.

    In September ’21 RGE stopped billing for 7 months and I received bills in excess of $9,000. My bill almost doubled to ~$1200 per month with blame on American power & gas. American power confirmed their itemized charges with me and RGE was adding extra charges or seemed to be duplicating charges.

    From May to Jun of ‘22 I spent countless hours on hold with RGE, no help, hung up on and then RGE disconnected my service in error without me knowing.

    In June 22 I filed 1st complaint with PSC and spent many more hours of calls to get my RGE account back online and service restored.

    Even though my business was closed for summer season, I was still billed ~$1000 per month for basically outside entrance lights and a basement sub pump. RGE claims high rate now is due to my on-demand smart meter and will not admit there is a billing or meter problem. They say the problem was in years past and was previously inaccurate by RGE. Even though I am not using anywhere close to $1000/mo energy, the only option is to disconnect my service which I can’t do since basement will flood without the sub pump.

    8/22 RGE autopay stopped again in error same as previous year. After my 2nd PSC complaint and many more calls, they billed me in January of this year 2023 for the previous months.

    Now my bill averages over $2000/month more than double previous years and nothing has changed inside my business or building with the same equipment. RGE blames short staff, errors in their billing and energy estimations in the past that are now ‘read each month and accurate’.
  • Caramia Mcquaid
    commented 2023-03-07 19:53:02 -0500
    I just paid $600 for one month of RGE service and I have made it a point to send in the meter readings. For years my bill was between 2 and 3 hundred a month. It literally doubled out of the blue and I can’t get through to anyone with any explanation. It’s not sustainable. I can’t imagine how families can keep this up.
  • Joanne Bergen
    commented 2023-03-03 18:01:54 -0500
    During the last ice storm, had lost power and heat. I am 71 y/o and have multiple helath concerns. My next door neighboor was 9 months pregnant. The crew told neightbors on Little Brook they would not be going down Falling Creek to correct the issies. There were just a few families, we could just wait. These workers do not deserve to be employed. This just adds to all of our negative feelings towards RGE
  • Paul Zito
    commented 2023-03-02 13:07:19 -0500
    My bill is up to $500-600/month, and it used to be ~$100-125. I live alone in a 1300sqft apartment, and my energy use has not changed drastically. Getting through to any supervisor at RG&E is extremely difficult, and when you can get one on the phone, they blame the customer for not doing the meter readings. I reminded them today that I am not actually an RG&E employee, and that they need to do the meter readings themselves unless they’re planning to add me to the payroll. They told me that their policy is to read the meter once per year. Then perhaps they should only bill me once per year? My friends in Fairport pay about $60/month to energize an entire house! How can RG&E justify gouging the entire city of Rochester? They are swimming in profits by massively overcharging us for energy,. We have no alternatives available. How is this not a monopoly? Where are the local politicians? Public utility is the only way forward!
  • Sophia Salvia
    commented 2023-02-24 12:41:20 -0500
    I live in a 1000 square foot home and I have a bill that is worth $1,622. I have lived in my house for 8 years and I have never paid over $200. I have tried to call RG&E multiple times to speak to a supervisor and they refused to speak to me. They told me they would shut off my power if I didn’t pay or they told me to read my own meter since they wouldn’t send someone out since they were just there. Once I left my name and number they said they would call me back. They called me back during regular working hours which I was not available for. They left me a voicemail saying they would call back at 8AM the next day. The next day came around and no one called me, so at noon I called them. I was put on hold for 40 minutes (more than my lunch break) which I had to hang up and attend to clients. I have filed two complaints against the company. I cannot pay this bill and it’s infuriating the type of customer service they have.
  • Koji Tomiyama
    commented 2023-02-22 14:29:04 -0500
    I received a bill from RG&E for $4,325.18 in January of 2023. I was shocked at this amount as our usual bill ranges from $300 to $700. In digging into the issue I found that the last time RG&E read my gas meter was in August of 2020. Every bill since that time was an estimated reading until the Jan 2023 bill. When I called to complain about the bill they said they would put my bill on hold while they investigated. Several days later I received a contract in the mail that stated I still owed the total amount but I could make payments until I paid the amount in full. There was no acknowledgement of my complaint. They refuse to accept any responsibility that they are at fault for failing to read my meter for 2.5 years. I am not confident in their billing practices and I can’t see where they have taken into account what I have paid for in estimated readings over the past 2.5 years. They have terrible customer service and unclear billing practices. I spoke to 5 different people during a 1.5 hour phone call and I had no resolution of the problem. This company should not be allowed to continue these practices and they should be investigated for fraudulent billing.
  • Joyce Marble-VanOrsdale
    commented 2023-02-17 08:19:08 -0500
    Accidentally I double paid bill. I called same day, requesting a refund credited back to my bank. Now two weeks later I’m told new bill for next month is issued and my money will be credited to new month. WHAT?
  • Paul Moyer
    commented 2023-02-11 17:56:49 -0500
    I had a 404.00 bill because they for got to bill me even though I contacted them to get the current one that month and the rep told me I only had to pay a hundred 20 some thing dollars and change. Meaning I had a 530.00 bill wtf crazy i had a bonus of 399.00 from my work tg because other wise i might be in the hole with RG&E. I got lucky that it all worked out in the end. But I can’t help but wonder where would I be right now if I did not get lucky in that moment?
  • David Sell
    commented 2023-02-07 11:41:56 -0500
    Yet again: I submitted my meter readings for both gas and electric on the RG&E website. I get my bill today: it shows that the readings are estimated, and the bill is $323.30—another preposterously high amount for a 950sf house with one occupant, house at 65 degrees using a heat pump. Meter readers have not been to my house in months. I am beyond outraged.
  • Chelci Holmes
    commented 2023-02-06 14:56:28 -0500
    My story is short each month is progressively getting higher last month my bill was $500 this month it’s around $400. I have extra service fees and charges. I got charged multiple times for merchant function charge for Nov, Dec and Jan and I’m still getting currently charged for those on this bill IRS FEBRUARY!!!!! The rep. told me last month the we’re guessing my meter readings. Then rep then proceeded to tell me that a service guy came out and checked my meter on Dec 21st I checked both ring cameras and also that day I was home nobody came here and they put a high meter reading so I got billed for something that doesn’t matches bills have not gone below $400 this year. During the summer I never received a bill from RGE I called every month and they couldn’t tell my why I wasn’t receiving a bill. I wish we had a different electric service because this is ridiculous. Capitalism sucks!
  • Hillary Goldstein
    commented 2023-02-04 11:08:38 -0500
    Our story is very simple, our bills have gone up threefold, and we don’t even know why, no one has any answers at RGE.
  • Stephen Falzoi
    commented 2023-01-25 07:16:39 -0500
    I am ready to see who are genie and looking for a class action lawsuit and a bunch of people to join me. I will pay the piling fees and I’m getting ready to do so. I had asked them for a whole year to send me updated billing information and they refused all of a sudden I Got two weeks to pay a bill that’s three times the amount of my highest bill ever.What other company gets to do this year later? I’ve been dealing with Harji for 30 years and for 30 years they are noncompliant an unproven of their billing.I am going down to the small claims court and filing a petition to take them to court over this building. If anyone would like to join me I would be more than happy to have you with me. I am now asking that the metro justice league join me in this class action lawsuit along with others who would like to join.Stephen A Falzoi
  • bobbi lucas
    commented 2023-01-24 02:20:59 -0500
    I have a crazy back bill on a property I was renting from. The RGE guy read the meter had not been read in 10 years, and they back billed me the charges from the property. I don’t think this is fair.
  • Ryan Kraft
    commented 2023-01-15 11:17:25 -0500
    I have never paid more than about $350 for an RGE bill. My last two bills were $900+ , and most recently over $1,000.

    I live in a pretty small house and nothing has changed as far as electrical or gas usage.

    They have not been able to provide me an answer as to why my bill is so high, they just send me screenshots of my bill via email. Forget trying to call, I was on hold for over an hour the last time I called and ended up hanging up before I was able to speak to a human.

    NY is just giving us more and more reasons to move away out of the state. Like there weren’t enough reasons prior..
  • Zhaoying Chen
    commented 2023-01-05 15:38:25 -0500
    I moved out of Rochester in the middle of August 2022, and my landlord emailed RG&E to terminate my account promptly. However, I still received electric bills for my Sep and Oct electric usage. I called customer service to clarify that I didn’t cause this usage and should close the account, and they blamed me for giving my landlord the information to open the account on my behalf. They also denied that my landlord ever emailed them the termination notice, even after he forwarded them the previous email again. This is such a terrible company and should not handle our community’s life-essential services.
  • Bonnie White
    commented 2022-12-27 20:31:34 -0500
    I have a seasonal RV for which I had them turn off the electric service early Dec. They sent me a huge estimated bill for November and then another large estimated final bill for Dec. Charged for over 400 kw I did not use. I submitted the actual reading and was transferred from person to person for over two and a half hours. Their answer was that it was the final bill and we cannot change it to be accurate. I was charged for over $100 for electricity that I did not use and you can see from my usage over the past year that these estimates were way out of line. Their attitude is you pay we will not change it. I will be filing with the Public Service Commission because I have no choice.
  • Joanne Bergen
    commented 2022-12-25 16:44:31 -0500
    During the recent wind and ice storm, RGE did not service the far end of Falling Creek Pittsford, because we were just a few customers, Everyone on Little Brook and one half of Falling Creek had emergency crews working to restore services, This is so wrong on many fronts We just werent imoirtant enough to rush to restore our service
  • Jessica Jazari
    commented 2022-12-23 22:00:21 -0500
    Called 10 am live power lines down all over my backyard and a utility pole of power lines. Someone came 5 hours later just to tell me they wont get to it for days and not to go in the backyard or touch the fences as there is live electricity wires down and it’s running through the fences and we will be instantly killed if we go near the backyard or fences!!! But they cant fix it for days!!??
  • Christina Marie Fiordeliso
    commented 2022-12-23 17:51:13 -0500
    I’ve been an RG&E budget customer on a budget plan for 15 to 20 years. My $97 a month budget plan has recently jumped up to $170 a month in August, then $350 in Sept/October, and most recently $430 for Decembers bill. No recourse and no answers, just pay our else. I’m a single home owner, and there is no way I am consuming this much in utilities to warrant this huge jump!
  • Janet Begley
    commented 2022-12-22 11:04:07 -0500
    Moved here 3 yrs ago. 1)Im on heap & Never saw the heap credit on my bill ~all saw was got enrolled in budget plan. 2)Called & was told that RGE doesn’t take heap payments so they just put “those” people on the budget plan. 3)I paying $70 more a month and never see it being used or put towards anything. 4)Shut off gas furnace in May(only thing uses gas in the house) & still was charged $30mo for gas even tho the meter #s stayed the same (at 0482) til turned heat on in Nov. Call the readings in & recording says “check it again doesn’t match prior usage”. Added insulation & It’s summer!! 5)Yet they “read” gas meter & said was up: 0482 to 0484 to 0486, etc. Even tho my pictures of the meters show #s haven’t changed. 6) Was charged $100 cuz “wasn’t here to let them in to check the meters” A) was here=I’m disabled I don’t work. And B) The meters are Outside on the side of the house! Maybe they wanted me to escort them from the sidewalk, across the yard, to the meters?? 7) Got bill & 1 part said "don’t owe anything. 2nd part said You have $290 credit. 3rd part said you used $170 this month. 4th part said the $170 Is Past Due And It’s Due Immediately.(!!) 8) Every time they announce they’re adding another 1 time payment to heap accounts I get “charged” that amount. Tried to cancel the budget account & told “if you do you loose that money in the account and you’ll loose your Heap qualification & won’t be able to get it ever again”. I’ve heard more BS from them that I now realize that what they say is loaded with what farmers call the best fertilizer ever. I grew up in Monroe county, I remember when RGE only had the city and some suburbs, before it bought/ sold/took over/ was taken over. I’ve lived & had both Fairport & Spprt electric. It’s ALOT cheaper, no problems with communication, could pay at the bank, the town or village hall. What I’ve experienced the last 3 yrs does tarnish the “good memories” and my cheering and rooting for RGE. If I move again, after what I’ve heard and went through, the next place will HOPEFULLY NOT have RGE. I’m done with the lies.
  • Anna
    commented 2022-12-22 00:34:21 -0500
    My move in read was 8393. I recently discovered they had the wrong move in read so when another actual was taken the charge was astonishingly high. As a result they have over charged me by hundreds of dollars. After many terrible rounds of customer service reps, long hold times, and weeks, a rep adjusted my read.

    After he adjusted my read, the bill was once again readjusted to the wrong read and I was recharged the same amounts I was credited. I received 7 bills due on one day to bring me right back to the same gas reading error. It’s caused great stress. The representatives make it clear they do not care and will not help. I am very stressed over this. I’ve never had to deal with an RGE error so I didn’t realize how aweful this company was. I want to change vendors but how do you even do that? It’s truly unbelievable.
  • David Sell
    commented 2022-12-21 08:44:26 -0500
    Every month I take pictures of my gas and electric meters and email them in. I rarely read my indecipherable bill, but noticed that the reads on my bill for a couple of months was listed as estimated. I called and after the usual very long wait was told that when the guys who input readings from email get behind, they just throw in an estimated reading.

    I have noticed that, as well, for the past few months that the meter reading guy never comes anymore. I have had to call and make an appointment to get actual reads. In one of my calls I asked why they haven’t been by and the CSR said that there is no guarantee that they will come or not. What???

    Last and final straw: my bill for November was $87.66…about average. My latest bill was for $317.61 and I knew that cannot be right. I called and after the typical long wait, I was transferred to several folks as I tried to get an explanation why the bill was so high. I never got any explanation that made sense to me and was told that I was wrong and that the amount was correct and “a bit higher” because of a prior billing deficit—which I find impossible to believe. I hung up being frustrated and angry, as I feel I have no other recourse than to pay it. I totally support your efforts to make RG&E a public utility, because the way it is now is nothing less than a totally dysfunctional entity.
  • Mike Coniff
    commented 2022-12-20 14:41:05 -0500
    As a housing provider for New Americans (refugees and asylum seekers) Rochester Refugee Resettlement Services been consistently frustrated with the service of RG&E. Our New American tenants may not receive a bill for months, then get hit with a bill of several hundreds or thousands. They bring it in and I see that the bill is estimated.

    Calls to the customer service line can cause a wait of close to an hour. Even then the answers are disappointing.

    I have been an RG&E customer since 1970. RG&E customers have always paid a premium for utilities and service, but it was tolerated because of good service (and no alternative). Now the RG&E can only be described as a seriously mismanaged and expensive operation. And we have no alternative.

    Time for a change. Public utility like Fairport is a great idea. I vote yes!

Donate What We Do Events


get updates