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.

 

  • Barbara Stewart
    commented 2022-11-29 12:10:28 -0500
    Confusing $3,000 credit followed by almost daily bills ultimately resulting in $1,300 balance due.
  • Linda
    commented 2022-11-27 12:02:27 -0500
    I am a 67-year-old disabled senior with an open complaint against RG&E with NYS PSC, and I qualify for special protections under the law. RG&E just violated my rights and NYS PSC orders and just put me and my property under serious jeopardy by shutting my gas service off yesterday without any warning. They need to be replaced immediately!!!!
  • Shawn Trim II
    commented 2022-11-26 09:28:00 -0500
    I’ve had 3 appointments scheduled since July to get my gas turned on after getting the necessary repair they said i needed to make and no one has yet to show up. I’ve even took those days off to make sure someone was there. I can’t even begin to tell you the amount of times I’ve called and the amount of hours I’ve spent on hold to only get disconnected. I went to the Warring road office only to discover that it was permanently closed. I’m really frustrated because the weather is getting colder and I’m afraid my pipes may burst and I’ll be left paying for the repairs. But what really frustrates me the most is that I’m getting billed every month for estimated gas charges. MY GAS IS NOT ON RG&E!!! WHY AM I GETTING BILLED?!?!?!
  • Mike McBride
    commented 2022-11-21 20:24:19 -0500
    Does RG&E realize that many financially challenged families in Rochester, will have to decide between food and fuel this winter! Does RG&E really care at all about customer service at all? If they were sincere, RG&E would be creating local customer service centers to answer questions and assist people with complicated billing concerns.


    Instead, their outreach centers on Waring Road and West Avenue have actually closed down. Now customers must wait on the phone for hours with an out of town answering service, that hardly even know what they are talking about! We have in essence become RG&E hostages with no place else to go.


    At one time RG&E was truly a Rochester company, with all our electric coming from nearby Russell Station, Beebee Station and the Ginna Nuclear Plant. Now we are dependent and at the mercy of a foreign Spanish company, who probably never even heard of Rochester, NY. This is a serious security problem which should be investigated by Federal Government.
  • Mike McBride
    commented 2022-11-21 20:22:59 -0500
    Does RG&E realize that many financially challenged families in Rochester, will have to decide between food and fuel this winter! Does RG&E really care at all about customer service at all? If they were sincere, RG&E would be creating local customer service centers to answer questions and assist people with complicated billing concerns.


    Instead, their outreach centers on Waring Road and West Avenue have actually closed down. Now customers must wait on the phone for hours with an out of town answering service, that hardly even know what they are talking about! We have in essence become RG&E hostages with no place else to go.


    At one time RG&E was truly a Rochester company, with all our electric coming from nearby Russell Station, Beebee Station and the Ginna Nuclear Plant. Now we are dependent and at the mercy of a foreign Spanish company, who probably never even heard of Rochester, NY. This is a serious security problem which should be investigated by Federal Government.
  • Sertzai Weld
    commented 2022-11-20 20:45:34 -0500
    I appreciate what you guys are doing. Always Monopoly is no good. I’m glad people like you stood up for the Rochester community. I fully support you.
  • Carah Taylor
    commented 2022-10-27 07:41:54 -0400
    I have not heard from RGE since May. I tried calling and emailing them. I have not paid anything and I am concerned if they will shut off my utilities in the middle of winter.
  • Olivia Staff
    commented 2022-10-25 14:19:48 -0400
    We received an $800 extra charge because RGE didn’t read our gas meter for over a year, now we’re on a payment plan to pay it off. After we called to ask how this happened, they increased the bill even more to $936. We’re still trying to pay this off with our monthly bills. It’s insane and ridiculous to expect people to be able to afford this on top of their regular bills.
  • Darryl Huskey
    commented 2022-10-19 10:16:30 -0400
    RG&E charged me 522$ for aug-sept bill when my normal charges are under 100$ my normal usage is around 300kw but they said I used 3500kw in a month when half of the month due to work I’m not at my apartment. Tried getting an explanation but I get no answers due to the 2hr+ hold times. I would totally understand if they weren’t reading the meters over the months and back charging me , but saying I used 3500kw in a 1 bed 1 bath apartment in a single month is not right.
  • Scott Kobel
    commented 2022-10-02 19:25:41 -0400
    They never read the meter, the technology is horrible, frequent power outages and just a month or so ago I received a $513 bill, that’s insane!!!
  • Jane Doe
    commented 2022-09-19 15:27:33 -0400
    I moved out of Rochester, and actually out of NY state. 1 year later, I see an email from credit karma letting me know that my name is with a collections agency for a $40 debt from RG&E. Long story short, they had “undercharged me” apparently for a bill, while I was living there. After I moved, they caught the mistake and charged me the difference. They didn’t email or call or text. They simply put a notification on my account. To which I had to ask the customer service operator “How often do you check the accounts you’ve closed 1 year after you’ve closed them?” And why wouldn’t anyone email me. I spent 6 weeks calling the collections agency and RG&E. The collections agency was my saving grace as they helped me figure out how to dispute the claim. RG&E was HORRIBLE. They’d say “you should just tell the agency XYZ and they’ll take care of it” and the agency would say “they told you that you can just tell us to waive the debt? They need to call us directly” Then I had to call RG&E every few weeks to check if they had filed it as a mistake so it could be removed from my credit.

    I should say, it is not the front line employees who are the problem! They are doing their best underneath some terrible management and even worse corporate polices.
  • Linda Mangione
    commented 2022-08-18 10:34:06 -0400
    Have been getting higher than usual bills. At times they have charged for two months in one bill. I read my meter so I don’t get estimates. Have had them enter my read wrong. Called with new reading after high bill , guess I read it wrong, took 4 calls before I got a new bill.
  • Anthony Tyler
    commented 2022-08-05 15:46:53 -0400
    It’s fairly simple: RG&E, in one month’s billing time, raised my utility bill from $146 to $728. I called to find out what exactly was going on and a couple things happened… 1) The customer service rep was quite flustered and didn’t give me much to go on other than what’s been reported since March of 2022 and that I was billed for two months of gas usage – 2) I found out that my billing or meter or whatever are listed as Commercial and Non-Residential. So, I was transferred to the meter changing department and was facing an hour and a half wait time. No thanks. It’s something to experience this for the first time in years and not in a good way. It’s completely unreasonable, what they’re doing.
  • Jesse Esan
    commented 2022-06-15 08:03:34 -0400
    They revised my bill a year after it was paid. Lost a 10k credit and then billed me 4500$ more half a month. My bill has never been over 1200$ a month.

    My rental had the tenants move out Nov 2031 and I put RG&E in my name to re due the kitchen. 5 month later, no work was completed by my lazy ass and I have a 450$ bill. No heat on, no laundry machines, maybe just a light on and off here.

    Down with the horrible monopoly!
  • Franco Campos
    commented 2022-06-14 19:32:48 -0400
    I am tired of the same excuse all the time “Bill for 2 months because there’s a problem with the meter or just call every month to verified your readings are correct.” Enough I want to use a different company.
  • Rita Murphy
    commented 2022-06-14 13:32:00 -0400
    Bill for 2 months b/c of problem with meter per rge I read it every month and send it in
  • Ericka Acquilano
    commented 2022-06-14 12:26:37 -0400
    Bills that we cant pay, no explanation
  • Ahmed Aljumely
    commented 2022-06-12 11:17:28 -0400
    List 4 months my bills came very hight I called them they not really help me !! I wish if anther company can run the electricity beside Rg!!

    Like the cellphone company’s !!
  • Mohini Sharma
    published this page 2021-09-03 12:01:02 -0400

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