We received a bill for $47 in October and a letter that said our meter was estimated and no one had been by to read the meter. We were credited for our previous 3 bills due to this. The next month we received a hill for over $1100. We are being told that noone read our meter for the last year (even though we submitted a few times) and that when they came to read our meter in September they saw they under estimated it and that it the difference of the underestimate. They also tried to tell my husband that the gas meter was read which did not happen since it is inside our basement and we did not approve anyone in our home. We usually average $180-$250 a month so being that far off does not make sense. Now we are expected to pay a large bill for the lack of RG&E s organization.

Confusing $3,000 credit followed by almost daily bills ultimately resulting in $1,300 balance due.

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!!!!

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?!?!?!

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.

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.

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.

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.

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.

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.

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!!!

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.

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.

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.

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!

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.

Bill for 2 months b/c of problem with meter per rge I read it every month and send it in

Bills that we cant pay, no explanation

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 !!