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). 


  • Sandra Smith
    commented 2024-04-12 17:36:59 -0400
    In December 2023, RGE read my gas meter. It is now April 12, 2024. I took a picture of my meter and went to call in the numbers. The woman that I spoke with told me that that must not be right. She said they had me at using 85 and now I’m at 1100(More than a years worth of heat)

    I told her that I had been reading my meter for the majority of the last 25 years and that I knew that I was reading it accurately, but that that was completely impossible. I have one gas furnace, and one hot water heater and no other gas appliances, I keep my heat at 68 or below at all times I always have.

    Having that picture of my meter I thought was going to protect me and now I see that I am actually hurting myself by simply giving them an accurate picture. I Have no idea where to turn at this point By her calculations I will owe thousands of dollars and I could not pay this if I wanted to.

    Like many of you I am scared and confused how they are able to get away with this.

    I’m trying to be proactive. I don’t know what else to do.
  • Cecil Scott
    commented 2024-04-09 16:37:23 -0400
    We never had any problems with RG&E until about Three months ago. We began receiving Bills back to back. For an example we received a bill that due April 18th today we received a another bill that due for April 22th. Last month we spoke to a customer service rep who told us it was a billing error and that it would be fix. We are seniors and live on fix incomes we can’t afford to pay for double bills which are extremely higher than previous bills. I would like to add for years I read my meter and never had a problem until they installed the smart meters.
  • Ronald Sampson
    commented 2024-04-03 19:18:32 -0400
    Feb. Gas Bill is to HIGH!!!

    I always use my phone to photograph my meter readings before I submit them. I don’t track their values month to month. I just submit them. On average my winter gas usage is around 170 therms 200 max. When I go the last build it stated I used 1200 therms, which is almost equivalent of what I used for all of last year. Reviewing the photographs I see that the January reading was 9795 while the February reading was 0995. We only use gas for heating the home , on demand hot water, and stove top cooking. Is it possible that there was a mechanical failure at rollover and the middle two digits never zeroed out? We had done nothing different during that time period to cause the usage of that much gas.
  • Edward Donnelly
    commented 2024-04-02 08:52:49 -0400
    Unfortunately I now have a new, personal challenging RG&E meter read-billing error story about being overcharged for multiple apartments in January 2024, and still not resolved in April 2024.

    The typical monthly bill in one apartment in our owner-occupied house where I am one of the landlords and hold the account, was overcharged 8+ times, $350 instead of $35-$45. Another apartment was overcharged 4+ times, and another apartment, was not billed because of meter reading discrepancies. All these errors because the field staff person reading the meter read many or all of our meters incorrectly, ugh! I always read the meters and send them every month, but the RGE staff person overrides my readings for billing!

    Would you share my story, RG&E quick to bill and slow or hesitant to refund? You know, that is my error, RG&E would likely have quickly sent a shut off notice!

    Thank you for supporting the effort to find a study for a public utility!

    Sincerely -Ed
  • l s
    commented 2024-03-25 17:58:25 -0400
    I moved out of an apartment in June of 2022. I paid all of my bills, and everything was normal. I confirmed with my landlord that everything was as it should be as far as all the utilities. In September of 2023, I got a letter from a collections agency for an unpaid utility at that old address for the month of August 2022, after I had moved out. I had no letters calls emails or anything from RGE or the landlord prior to that, so it was quite a surprise. I tried talking to RGE or the collections agency for a long time, but it was just too insufferable and I eventually just paid the collections. So I got an unpaid utility on my credit and I had to pay an extra months gas and electric for a time where I didn’t even live there, and it was effectively impossible to contact anybody about the error.
  • Caitlin Young
    commented 2024-03-22 11:04:01 -0400
    We used to pay $150 a month and now we’re paying anywhere from $500-$900 a month just to keep our power on and we’re in debt to them. When we first started our accounts we didn’t receieve a bill OR any account information for 2 months. I contacted them and they had put the account back into the landlords name 2 hours after switching it to ours. We owed $700 for our FIRST bill because of THEIR mistake. The last amount I paid was almost $900 and 2 weeks later I get a bill olfor almost $500… This is has been so financially strenuous and we cannot keep doing this.
  • Tristano Korlou
    commented 2024-02-25 14:02:32 -0500
    RGE is a legalized SCAM. NEVER in my life living any other state, including Connecticut, the most expensive state in the union, have I ever found a need to contact my utility provider about a billing issues. Moved back to Monroe County recently and being asked to set aside $5,000 a year to pay for utilities here? Are you kidding me? What kind of localized EXTORTION is this? I feel sorry for the elderly and those who can’t speak the language who can’t stand up and ask from protection from this legalized SCAM and monopoly we call Rochester Gas And Electric.
  • Loryl Stahl
    commented 2024-02-24 16:20:20 -0500
    I have had incorrect RG&E bills for 2 yrs now. At one point, It got corrected, then happened again September 2023.Every month, I get a bill for $0, I call and explain that can’t be right, and new bills are sent, but I’m not sure those amounts are right. Last month I was billed twice for the same usage. As of now I’m current, waiting to see what happens next month.
  • Kerry Cessna
    commented 2024-02-01 13:51:04 -0500
    I’ve been consistently billed for amounts well over $200 dollars (I’m a single person, living in a small apartment – there’s minimal electrical use ) for about a year now. Most recently, RG&E is charging me $690~ because I haven’t paid since the June-July, but according to my bank records, I most certainly have. A bill sent my way in the month of January was $268~ – how could I suddenly owe 3x that amount? There’s no possible way I utilized enough energy to warrant a $268 charge in the first place. And sure, there was even a period of two-three months where no bill was sent to me at all , but why should I have to pay (literally) for their mistake? I couldn’t have payed those missing bills, I wasn’t given a choice.

    I’d switch providers if I could.
  • Lorraine Woerner
    commented 2024-02-01 08:56:46 -0500
    Why do I receive a text message saying that I have until Feb 2 to submit my meter reading, yet when I go online or call to do it on Feb 1, they say they cannot accept it? This is not right!
  • Elisa DeCastro
    commented 2024-01-31 12:00:06 -0500
    My rg&e bill is normally 120.00 my kwh was low for the month of December I received a bill for 800.00 my kwh quadrupled and the month of January another one bill for 650.00 with the kwh being tripled that month. I live in a tiny 2 bedroom in near Lyell and lake ave my rent is only 925.00 I make only 2,000 a month how am I suppose to live . Rg&e says take it up with my landlord. My landlord says take it up with rg&e I’m gonna be homeless next month . The new meter was installed this past August.
  • Brian McGahan
    commented 2024-01-26 18:13:24 -0500
    I switched over to the smart electric meter in November. My kwh usage according to RG&E has triple the past 3 months. Triple what my usage had been the past 17 years in my house with no changes to energy usage.
  • Rita Johnson
    commented 2024-01-08 12:36:20 -0500
    RGE has been a God send for my family. During our struggles they have worked with us on our bills and kept it so we would not be out in the cold, literally. Thank you RGE for being an upstanding company and caring about your customers!
  • Emily Smith
    commented 2023-12-09 13:47:01 -0500
    RG+E will go several months without billing me, and then retroactively charged me for those months in my next boll. Of course that left me with only a month to pay it, and the amount owed was HUGE!
  • Rachel Vega
    commented 2023-12-05 16:59:53 -0500
    HI im a mother of 2 and expecting me and my partner have been struggling for years to pay a old bill that is over 9 years old and they refuse to take off that amount, so we were told to be put on budget billing now in order to even go on budget billing we had to come up with 495.00 dollars just to to start and couldnt get an amount any lower than that even though we couldnt afford it, so we had to burrow the money so we were put on a budget and our budget is 395.00 a month we cant afford it we get no assistance everything is paid out of pocket and i now only work partime due to not being able to afford any child care. now im getting termination notices asking us to pay the full amount which is 2,624.85 is insane. How do they expect us to pay that in just a week. Both of my children are under 18 and me and my oldest son has asthma how are we supposed to live in the cold if i cant pay.
  • Andrew McClain
    commented 2023-12-05 15:17:02 -0500
    I didn’t receive a bill from RGE for over a year, they told me there was some computer error, after a long wait on the phone, and they said to just keep sending them the approx $ each month. I sure didn’t send them a dime until I waited and waited wondering what the heck is going on here, and what is my bill going to actually look like when it finally arrives. This felt like a new level of ineptitude, and what is my other option? Leave the grid? Well maybe.
  • Dorothy DuMont
    commented 2023-11-28 17:00:43 -0500
    I was renting a mobile home in Sterling and I had R,G,E as my power company is was back in 2022to 2023 .I paid my January bill so My sons family was going to Florida on winter recess and invited us to go so we left in February and came back and my power bill was high but no one was home in Febuary and the amount is $6,9270 which is high for a mobile home and it’s all electric and I tired to talk to some one from R.G.E and explain it that it wasn’t right and that it was too high but they said it was right and there was nothing wrong and I had to pay the bill well I work and try to survive and pay my other bills and it’s hard because I went from a bus driver to were I was making $27.50 to $15.00 dollars a hr
  • Chris Guerinot
    commented 2023-11-20 23:46:30 -0500
    I have a rge account like everyone in rochester and have been getting a extra charge for not changing to a “smart meter” but well me and my wife work all day like most people and are not home when rge wants to come change this meter. I read my meter thru the app and they refuse to make a weekend date to change it.. I feel like I can’t win with this and feel like I’m being over charged even more now.. can anyone help me !! Idk what to do any have tried countless times to try and get this resolved
  • Y Reynolds
    commented 2023-10-20 15:30:56 -0400
    I own a multi-rental property. I had a tenant residing in the property. That tenant had active RGE services. When that tenant moved out, I did not have a new tenant to move into the property. I advised RGE to disconnect the services. I was offered the ability to put the services in my name. I refused that request since I did not plan to use the property for awhile. Instead of disconnecting the services from the previous tenant, RGE transferred my tenants old bill to my name and activated new services in my name. I did not request services. I did not sign any documentation agreeing to services. However, services were initiated in my name and a bill has been accumulating. I refuse to pay the bill because I did not request or authorize the services to be initiated. RGE refuses to disconnect the services. Instead, they continue to bill me for the service even though I have not paid the bill. Its shocking to me that this is occurring since there are people living in this community that cannot afford to keep their RGE services active who have their services terminated on a regular basis for non payment. I assumed since I never requested or authorized the services to be turned on in my name, the bill wouldnt go anywhere. The bill has now shown up on my credit report. I am prepared to file a claim against RGE in small claims court.
  • Rigel Goheen
    commented 2023-10-18 13:14:34 -0400
    I wasn’t billed by RGE for about 6 months starting around last winter in I think January or February. I had heard stories of this but wasn’t too concerned and just put money aside for when I had to pay. After about 6 months my total was $1400 or so which did sound high but not too high. I’m on auto-pay so it charged me with no issue. Unfortunately my regularly timed bill also came due in the same timeframe for over $1500 which included a month that the original bill didn’t. Still on auto-pay so I figured that it would automatically take out the amount I paid from that. How dumb I was to think it would work properly. We can all see where this is going – I get charged an additional $1500 through auto-pay. I quickly contact customer service and am told it’s a mistake. A higher up (manager maybe?) let’s me know it’s an issue with billing and auto-pay. They say that I should hear back in a week with a refund or status of one. Sometime into week 2 I give them a call, they don’t know what happened to it and will follow up. Another week with no follow up, I give them another call with essentially the same response. Finally, after a month of being short $1500, I talk to the 4th representative who says that it should be in the mail within the week and the week after I get a check. RGE had $1500 of mine that absolutely did not belong to them and waits over a month to get it to me. I definitely made mistakes and assumptions but that still does not allow them to do this. If I was close to poverty this would have made my month a hell. Instead I have to constantly call to get anyone to give me the money they took from me.

    For us to get this level of service all while they make a profit off us is absolutely sickening to me. I can’t go to anyone else for energy if I wanted. We’re entirely captive to their whims and bullshit and I’m sick of it.
  • Lori Neumann
    commented 2023-10-13 19:39:35 -0400
    Last fall I started noticing our RGE bills were significantly higher than normal. I started reading our meter and our bills halved. They still would send a meter reader every other month & I noticed there reads were very different than mine and I had mine backed up with photos. After calling RGE several times , sending my photos with my read figures, I asked why the discrepancy ? And they would state “he must’ve read it wrong”! I got sick of hearing this so in May I signed up for the customer read only program. Then in June I was sent a bill for $11,257.00!!!! Thankfully I wasn’t on autopay!!! Of course I called and they said it was because we read our meter and shortly after their reader came and submitted another set of numbers. So I sent on my pics and they corrected it but why were they still sending their readers when I signed up to read my own meter? I called and they said they made a mistake and signed me up that I would read my gas meter only. Ugh! So they corrected that to show both electric & gas are customer read only. Except they still kept sending their readers and they still kept mis reading the meter and I got more apologies. Now it’s mid October and I chased their meter reader away and called RGE. Now they tell me that I signed up for customer read only program for every other month! Does this make any sense??? Do they not understand the meaning of the word only? They tried to talk me into the smart meter which she said would resolve the mis read problems. So I asked them what the $11.56 opt out fee was for since I heard it was because they need to send meter readers to houses that don’t have one. They said no, it was to cover any billing errors or mis reads on the old meters. Well I’m reading my meter with photos. Then a manager told me that the fee was to cover any repair or replacement of my meter. But the customers with the smart meters don’t have this charge to replace or repair their meters. Not logical! If my meter breaks, bill me for the repair don’t collect for a what if situation. I think it’s more to penalize those that won’t take the new meter. And since I do not trust the company, I will not give them control by installing the smart meters. I don’t think we have seen yet what problems will arise from these.

    I cannot get accurate information from customer service and it took 5 phone calls just to make sure the customer read only program is correct on my account. We will see if s reader comes next month….I’m not confident that he won’t.
  • 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.

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