Rochester Gas & Electric is a subsidiary of the Energy East Corporation, a super-regional energy services and delivery company in the Northeast.
| Saturday | Closed |
| Sunday | Closed |
| Monday | 8:30AM to 5PM |
| Tuesday | 8:30AM to 5PM |
| Wednesday | 8:30AM to 5PM |
| Thursday | 8:30AM to 5PM |
| Friday | 8:30AM to 5PM |
89 Ease Ave, Rochester, NY 14649
Ridiculous! Have been without electricity for 4 days now jumping through hoops! They told me to send an email so I did and they won’t even check it! I have paid my bill on time every singke month. Y’all need a serious lesson in customer service.
Terrible customer service. I have been on hold for hours
Called to report a power outage and the recording told me to call the number I had just called. They also charge a $4 fee for paying your bill by phone. Their customer service or lack thereof is unacceptable at best.
In all my years of being an RG&E customer I’ve never had an issue until this past month. Attached is a screen shot of my usage for the past 12 months and as you can see one of the months usage is not like the rest. After calling customer …
Always have such a bad experience with Rochester gas and electric. The customer service is non existent. I’m unsure what the training process is but the people answering the phones are some of the most uneducated and rude people I have ever had to speak with. I have had people hang up on me when they are unable to answer a question.
Unfortunately I had to give you 1 star. In reality you get 0 stars from me. Stop guessing on your customers bill or send an actual person out. I have not had a person out to my house in over a year since the last meter person lost my house …
WARNING: 95% of Reviews that say LOCAL GUIDE or whatever are LIARS they usually work for the company and are paid to write good reviews like Kimba S. Who is actually upper management. Its pathetic how far this monopoly has been allowed to …
Terrible customer service and payment options. Basically, you must setup automatic reoccurring payments. Otherwise you need to jump through hoops to pay online or over the phone. Maybe it’s just because I have multiple addresses on my account. Either way, I hate RG&E but have no choice.
I followed an RG&E truck yesterday on Elmwood Ave. and there was tons of pitch black smoke bellowing out of the tailpipe. It was literally covering all the cars around it and I could even smell this thick exhaust with my windows completely …
Their online system is awful. Trying to make payments is awful. Can’t tell if a payment is going to be made or if you are enrolled in auto pay. Have had to call numerous times and get told something different every time. Their phone system hangs up on you. THE WORST!
Horrible company! They take advantage of everyone with high prices and incredibly poor service. Their estimated billing is a 100% scam.
7am. Wake up. RG&E blaring music in my front yard. Can’t sleep, go to backyard. Cutting down my favorite tree. No notice, no permission given, still here @ 930 as I’m writing this. Wife works overnights as a call center nurse & the noise could have gotten her fired. This company is a pathetic, poorly run mess.
Very expensive but with the wind storm they work very hard and give us false times we get our power back. We were supposed to get our power back by 7 pm on Wednesday but did that work out? Helllllllll noooooo. Then we were supposed to get …
Customer Service girl was GREAT, billing department assistant, was HORRIBLE!! Still can not believe she hung up on me!!
Exercise in futility in attempting to report – via internet and phone – repeated outages off hours. …
RGE is expensive!!!! But their line workers are top notch. They are very kind and courteous. They show up on time and get the work done. I have not ever been late on a bill or been behind. But when I deal with customer service info find them to be helpful.
Overcharge and not very helpful as to why your bill is that way. They don’t want anyone to not be on a program that keeps you blind into a contract is a sick what does monopoly is doing because the Rochester is so small. Disgusting gas company.
I am set up to receive an e bill. The current months bill for March was received however none of the links work. I tried to call them this am but the connection to customer service rang and rang and no one answered. Can’t believe my problem is unique and in over a week they’ve not noticed or fixed the problem.
Can someone please tell me how do you get to talk to a human being at RG&E to resolve an issue. There is NO option to talk to a representative,
just listening to one menu after another.
Worse company I’ve ever delt with. they send you a notice of termination if you don’t pay your Bill in full, they don’t send a meter guy every month. Their website is the most cracked up POS I’ve ever delt with. I can’t wait to move Out of the territory. National grid was soooo much better then this monopoly
Terrible corporation. Unresponsive to phone calls and other communication attempts. Harassment via robo-call recordings with no option to straighten out issues for bills that have in fact been paid. And per kw charge outrageous compared …
Their billing system is wrong. They bill based on your previous year usage and ratings. No actual person comes to read your meter in apartments. Because of this, I had to pay more than $110 when I was not actually present in my apartment …
Basically a somehow legal monopoly with the absolute worst service. The truth is what they say it is!
The city needs a competitor because this company is s**t. Employees are nice decent people but the policies and business process is as outdated as their management. I hope you management reads this and realize how they are still stuck in the 70’s.
Worst customer service ever. Can send bill after bill but never a receipt even when requested so that I may keep track of payments. Overcharge you and can’t explain why other then it’s an estimation based on previous usage why don’t you do …
Here’s What Your Gas and Electric supplier thanks about you as a customer. Let me explain that you have the option of selecting another gas and electric provider. You’re not stuck with RG&E. …
Slow response understaffed holds a monopoly for power and gas over charges national avg because it has a monopoly employees lie about checking locations (tried to turn power on guy swore he came to my house … he dident I …
Horrible Customer service. Had to wait 2 hour on hold to find out they can’t help you.
They couldn’t care less about anyone’s issues. I bought a house and they turned off the electric on the 2nd day. They can’t come out to turn it on for 5 days? What crap. It wouldn’t be a problem to get someone out there to flip a switch. This is what happens when one company holds all the cards.
If I could give them a big ZERO, I would. From my week and a half experience with them, I found out a couple of things;
1) only a fraction of their customer service may actually care enough to attempt …
Absolutely hate RGE, the most corrupted electricity/gas company ever! Its website won’t let me log in to turn services off because of error message saying that my phone area code is not in a valid format. Had to pay bills for a vacant apartment I don’t live in anymore. Don’t recommend it to anyone… not even my worst enemy.
Worst customer service I’ve had to deal with in a long time. Crew came out with a Ditch Witch and dug up my property when I called to find out when they would be back to make restoration I got transferred “4” times and the person I spoke to had no idea of what I was referring to.
Customer Service people are ghetto as hell. Customer Service opened another account at my address causing my account to go hay wired with her bill on mine and credited my payment to the other account. Ridiculous for all the money you pay to them and after that huge mistake they didn’t offer is any kinds of restitution.
My husband is retired military and we just bought a house here. We have lived in serveral states and I was appalled at our bill. How is rg&e getting away with double billing it’s customers under the ruse of delivery charge. It is …
RG&E cut down trees and large branches (over 10′ long) in my backyard and left it all for me to clean up. I definitely have nothing better to do on Saturday than to spend 3-4 hours cutting up and dragging branches to the curb. Thanks so …
RG&E needs to be replaced. Price gouging.
Horrible service I am new to webster and my neighbors had an outage down the road there was a truck up there for hours. Randomly my power goes out as well no explanation why no weather no nothing. Plus the time for it to come on keeps …
I hate RG&E, whenever you call to get payment info it’s ALWAYS a different amount. They tell you that you are on the lowest payment plan which is BS because why is my bill $240.00 + per month. They offer HEAP but if you work guess what you don’t qualify. I have a 2 bedroom apt!!!! RG&E sucks.. Can’t wait til they get bought out.
The first number I called after starting the online form went to an international marketing call center for some kind of supplements. Even so, that service rep was polite and friendly. After going back to the main page, the auto-prompts …
This is a terrible company. I feel horribly for the poor or those with troubles paying their bills. This company is not honest about what to pay and when to prevent termination. They say one thing on the phone and another in their mailed …
Right now I am so unhappy with RG&E. I never got my first bill, get the second bill so pay both at once – I mis-typed the routing number, honest mistake, right? No! They charge me $40 for putting in the wrong routing number AND lock me out …
There local and we need there services I always practice be kind to other’s so I try to get the same Karma excellent experience.
The first time I called I was on hold for 37 minutes with no answer (and a very annoying recording playing once every minute). So I hung up. …
I purchased a condo/townhome and contacted RG&E for new service. The first bill i received was extremely high because they put me on a estimated billing. I contacted them and told customer service that we didn’t want to be on the estimated …
By far the worst experience I’ve ever had with a company! They should be absolutely ashamed of themselves! Have been trying to get my gas turned on for over a week now and missed out on hundreds of dollars from lost work because of their incompetence. They need to be reported!
Get rid of this monopoly. 2 hours waiting on the phone. No results.
Refused to turn on our electricity for 1-2 weeks because the previous tenants were scumbags who didn’t pay, and now we’re being punished though we did nothing wrong. Now we can’t even move in until this can be sorted out.
Me personally I have no problem except they can get quite expensive at times. My real concern is how everything has become computer. I don’t think that is fair to the older crowd who don’t have a smart phone or even internet in there house. …
Absolutely disgusted with the customer service department at this company. They do not inspire confidence at all, I was afraid to sign up for service, even though I do not have a choice but to go with their services. I think it’s time …
Would not shed any light on why the bill went up so high and I only use electric, as we also run on propane. Extremely disappointed with customer service, including them talking over me and hanging up when I was not satisfied with their …
worst customer service in the world called to help my elderly mother get bill staighten out , after speaking to 4 diffrent people they said if you dont pay we wil shut you off. if it is our billing problem you still need to pay till we …
I never went there in a long time and I never want to go there again! 🤷🏼♀️🥴 …
I live in an apartment complex that set up RG&E for me. I filled out a sheet with my information and my move in date. My apartment complex sent the information to RG&E and it was supposed to be set up. …
Never used gas in my life for my business, however I was charged for delivery. When I looked through the bill accidentally I noticed the charge for gas delivery, when I called them their response was “you never told us that you don’t use …
Very unprofessional, not at all helpful. After 2 phone calls I ended up going online to fill out a turn on service request. Last call I was put on hold for 15 minutes while they “verified” my account even when I gave them the account number.
I absolutely hate dealing with these people. I call for a simple question and when the person on the phone can’t answer it, they get rude and disrespectful. Start sucking their teeth. This isn’t a one time experience! Ask to speak to a …
They change my bill on me constantly. One day it’s 150 then I’m getting a letter saying my service will be shut off because i owe $400. I’m never caught up because they are constantly screwing me over. I live in a duplex so there’s no way …
I live in a typical neighborhood and I lose power ALL THE TIME. It takes forever to get it back running. It does not matter what season it is or the weather, it randomly goes out. Could be a summer morning (like today) or middle of winter. …
Is there any other suppliers in Rochester (culver-merchants) area? I had the worst customer service experience here. I called for new service and the lady was very rude, I asked few questions but she was so annoyed and upset her tone was …
You guys turned off my heat due to a clerical error… then try and tell me you’ll stop by in 2 days to remedy the situation?? No chance, still on hold after being hung up on.
This is the most confusing gas & electric company I have ever used. The billing letters don’t make any sense, the website doesn’t make any sense. The internals of this entire company makes no sense to their customers and the employees that run it. I WANT to pay my bill, I WANT to give them my money. Why is it so confusing to do so?
Talked to at least a half dozen employees. Each one contradicts the last one. Worst customer experience of my life. And what makes it worse is the fact they don’t have a competitor in their market so all I can do is bend over and take it. …
Liars, ripoffs. Phone numbers for this place mean nothing. Terrible!
Phone customer service representatives are extremely condescending and rude. Every single time I call with a question, it’s always the same. I understand they have to deal with many different personalities, however they should be trained to treat each customer as they would like to be treated.
Called about my apartment and they said it was no problem they would transfer the account to my name that power was already on. I drive 750 miles from TN and find out there is no power and I can’t rent A hotel because of the cost. They won’t do anything until monday. This company is absolutely incompetent!!!
I’m pretty sure it’s goddamn illegal to have my heat off and electric when it’s freakin freezing outside and we have payed our monthly fees. These people are god damn money moochers. Stop trying to charge me $3000 that you damn right know …
My elderly parents asked to have their service transferred from a house to an apartment, and that was done correctly. What RG&E messed up was…they turned the power off at the house without being told to do so. My father has a oxygenating machine that needs electricity, and could not return to the house because there was no power.
How is my bill 1,200 when I haven’t even turned my heat on yet
After noticing errors in my electrical usage on my bills, I called and spoke to both John and Darcy. Both John and Darcy were incredibly polite and understanding, and helped get the last three months bills corrected. While I had called in …
POS company. Clearly, by the amount of 1 star reviews, this cares a lot about their customers…Not only are they rude on the phone but I have been told more than once that it takes 2 weeks to get service turned on somewhere. Good one. Nice …
If negative stars were possible this company would earn them. Electricity is a survival necessity in this region.This company uses our cities natural resources and has a frightening impact on our water system not to mention the visual …
I am fed up with their lies and arrogance. We only lived in our condo for 10 days in June sent me a bill for $220.00. When I called the oxymoron customer service dept: they acknowledge there was no final reading from previous owner and sent …
RG&E is ridiculous. Make sure you check your bill every month. I am constantly getting notices that I am late or overdue on a payment even though I pay them EVERY MONTH. It’s impossible to keep up with them because it seems as though they …
Literally the worst costumer service I’ve ever experienced in my life. On multiple occasions I have had representatives give me false information that has led to extra fees on my account. I have spent countless hours on the phone with them, …
With drew my monthly bill without my authorization I’m the only authorized user on the account I did not sign in to make a payment then when I call the question them she was very defensive rude and basically just blamed meWhich was …
I would NOT recommend RG&E to anyone for any purposes whatsoever. MY wife and I reached out more than a week ahead of our move to set up getting the gas turned on. We were told a specific date, no one showed. We called and were told they …
Absolutely inconsiderate, my neighbors tree had a branch come off during the recent rainstorm, it pulled his wires from the house and part of the branch landed on the fence that divides our yards. When RGE came out to move the branch they …
NEVER put your bank information on their site. After i payed them so my account was over they tried pulling the same amount out two times in one week. Said they didn’t do it my bank did. Called bank they said they never sent any money their …
RGE is the absolute worst company I’ve ever dealt with. I’ve lived in Rochester for several years, and have moved several times around the area. Each time, I have had to deal with endless mistakes on their end, leading to 3 to 5 calls per …
Worst company in rochester, customer service sucks, their policies, bill notifications the website EVERY INTERACTION WITH THIS COMPANY IS HORRIBLE. they need some competition in order to care about their customers . RGE got cut off without …
Difficult to get a person on the phone, explained my question : asking if anyone from GGE was on my property this morning in a yellow hooded slicker ?
Been on phone holding for about 20 minutes with no response? …
After a very rude experience turning on the power in my last apartment (where I was scolded, told to give at least 4 weeks advance prior to move-in, if only things were so simple…) they made it even more difficult to turn off the power. …
Worst customer service and billing departments. Lazy rude and always over estimating bills.
If I could give it no stars I would. Even trying to give them my money for their “service” is a nightmare. I’ve lived all over the country and no other service has made paying for electricity so unbearable. They should be truly embarrassed, …
Moved to a new house and set up budget billing with autopay from my checking account for ~175 per month. RG&E failed to draft from my account, the bill was not paid and I ended up being kicked off the budget plan and received a termination …
We been calling for almost an hour straight and they have not yet picked up
There have been people digging in my front yard for a week. I work so there is no one there when I return. There was no notification no email nothing in the mailbox. After multiple calls to the town of Penfield they told me it was RGE. …
Henrietta had a power outage this morning, and we immediately got an alert. The power was back on withing 45 minutes, and we received another message of confirmation. Considering there were 1500 ish residents without power, I’m very …
I don’t think the employees of this company communicate to each other. When I moved into my new home, I called ahead and told a representative we would be living on the property so I asked them not to turn off the heat. I was told the heat …
They are a nightmare of a company but they have zero competition so they feel no need to improve. Honestly along with spectrum Rochester has some of the worst utility companies to ever exist. I hate the service, everything takes forever and …
They only are getting two stars for their appeals department. But the fact that you need to go through the appeals department should count against them. …
If it were possible to give 0 stars I would. I have literally called about 6 times in the last two weeks, and that’s not counting the times I didn’t get through to anyone even though as stated in the “hours”, their offices were still open. …
1 month past due on my bill – letters coming to my house about how they are shutting off my service, in the middle of winter if they aren’t paid by the 22nd. This is not even 30 days past the bill date for the January invoice. …
Upon moving out of my apartment, I called 3 times to cancel service. The first customer service person told me they couldnt switch the service until the next tenant moved in, and upon my telling him I needed service shut off until the next …
Did the online form for turn on of service. day of appointment came and went, no power. Called and they had no record of me so another 3-5 days of waiting in a place with no power. Unimpressed.
When I called for RGE to install my gas manifold they told me I needed all kinds of unnecessary paperwork. Then after sending the documents in through email. I was told I didn’t need those documents that I had to go to city hall to get. …
My roommate called on a Wednesday to have our gas and electric activated at our new apartment. Someone came on Friday and opted to turn on only our electricity, leaving us with no hot water or heat. Thankfully it’s not the dead of winter, …
One of the worst customer service experiences I’ve ever had. I’ve been waiting to receive my check for the appliance recycling program for several months. Every time I call, I get a different response from a customer service rep. I …
Talked with many Customer Service reps. Never got the same answer. Finally reached a supervisor. She was worse than all the reps. They sent my bill for review, may take a month, but call back later to check. Makes no sense. No one …
Called to get clarity. A family member went to get assistance with their RG&E. The organization claimed they needed a letter with my name & address. I do not reside with them and have not for 8 months. Your representative assured me …
So I just bought my house and immediately noticed branch’s mere inches from the power lines. I called RG&E to notify them that they were going to have an issue soon with the way wind storms have been. They told me that they don’t deal with …
Originally, I had given these folks one star because zero wasn’t an option. I did mention there are some nice people, though. I still think they need to better screen for employees with people skills, and I still find it amazing that they …
Since the new update you can barley Pay line it just spins.
I put in a new energy efficient furnace, hot water tank and wifi thermostat in 2017 and applied for the RG&E energy incentive rebate in September/October 2017. I have had to call at least a half of a dozen times to get a status update. …
We had issues from the moment we moved in and RGE did not turn on the heat in our basement. Their online billing system is absolutely ridiculous and does not work whatsoever. Was charged a 20 dollar fee once for them “not being able to …
If I could give 0 stars, or use literally any other service, I would.
Update: Customer service has greatly improved and were very helpful during both of my calls within this past week. They are sending an adjusted bill for my over estimate. Only slightly annoying, but happy that they were ready to fix the …
They struggle to take payments. I input my account and routing number correctly and have a screen shot proving this and then their system somehow puts in the wrong numbers on their end. And then I get charged fees for the payment not going …
They are awful! Charged me TWICE, then I call to ask why. They tell me I have to go get my bank to give me bank statements to prove I was charged twice. They can’t tell on their system? Yes, actually they can, she told me she say two …
I wouldn’t even give them a single star well maybe a half a star just for having a call center with people that can actually speak my language. If your really really patient after listening to music that makes you want to commit suicide on …
Where is the 0 star option? I received a bill at nearly 3 times my normal amount for September 2019. The reason was RGE estimated my gas at 2.5x of any months usage . Mind you this was for September and it was warm so I didn’t use any gas. …
Service was put in place under my name for a whole month before I moved into my apartment and stuck paying another tenants bill for a whole month. Called about it I was told to “contact customer service when I receive the last months bill …
Still the same unbelievably horrible customer service! I had to call today and ASK them to send me a bill. Was on hold for 45 minutes over 2 different calls and nobody could even guess why they hadn’t billed me in nearly six months. Absolutely ridiculous!!
Terrible customer service, reps sound bored. They are rude, never putting me on hold to check my records, talking to themselves while looking at my account! If I treated my customers like that at Frontier when I worked in Billing or …
Took forever to reach someone on the phone. Finally the next day I was able too.
After contacting the company regarding the bill being wrong (over charged by $700) they responded by sending a new bill for $160 more!
They randomly add hundreds of extra dollars to the bill with zero explanation if you dont send in your monthly meter reading. They “estimate” it on their own by adding a few hundred to the bill. When you give them the numbers they dont …
The level of service is too random. Somehow they think it is acceptable to leave people, moving to a new apartment, without any electricity for 7 days… in the summer… on one of the hottest weeks/weekends of the year just because its a …
Most worthless and absent customer service I’ve had in ages. Called over multiple days and can’t get anyone on the phone.
Horrible people. They didnt care that I had no electricity because the landlord by mistake turned it off. 90°+ outside, high humidity and they couldn’t care less. They didnt try to be helpful. All they said is we can come out in 6 days and not a day earlier. Thank you rge for putting my family and newborn thru this¹
Run by crooks who want you to pay up an insane amount of money or freeze to death in the winter
I can not wait for the day when there’s another option available! So inefficient and expensive and hopefully some of these people lose there jobs!
Customer service is horrible and definitely needs people skills.tried to get some help in these tough times and they don’t understand stand just run around I’m circles but try to help u.im so surprised another company has changed the way …
As a project manager that oversees the renovation of empty properties and has to interact with RG&E along with many other utility providers I can tell you they are by far the most incompetent from every aspect of their business model. They …
I called customer service to complain about a meter read guy ringing my doorbell at 8 in the morning. The customer service rep I spoke with was cordial and did a really good job calming me down and explaining that with my old meter it was …
RGE makes it very difficult for you to pay them. Faulty webpages and fields that won’t let you set up autopay online. Every telephone customer service experience I’ve had has been horrible. One person hung up on me. I had somebody tell me …
Some of the worst customer service one could imagine.
Our journey begins with a phone call. Our power had started to flicker on and …
The worst company I have ever dealt with. Auto deducted money when auto pay was “turned off” also spoke with 15 different employees who have all conflicting stories and explanations. Get your act together. Also all extremely rude on phone except last person I spoke to. Peasants
This is the worst and most useless customer service. RepresentTive is rampantly aggressive, incompetent and condescending
Unfortunately no other options. Horrible customer service. On hold for 40 minutes before they hang up on you. Terrible company.
I’ve called multiple times for customer service and have only had two calls actually go through, and not be hung up on. Of those two calls, one was dropped right after their introductory script, and the others computer was “not working” and …
Don’t use RGE if you can. Or … maybe don’t move to this area : ) We canceled account and we can’t log in any more but we keep receiving bills for 3 months after we moved out. Really bad service, we called for so many times and nothing got …
If I could give them a ZERO star rating, I would. After hooking up a new gas appliance, the technician wasn’t able to turn the gas back on because it was a “no tamper” valve. I called RG&E and the ONLY option to select for anything gas …
Worst company for service spent over 11hrs trying to get electrical service turned on day #8 no success
Running service on extension cord from nextdoor every response from rge is try again tomorrow
Yet another multinational “Investor Owned Utility” masquerading as a public utility. We all know what that actually means. A parasitic for-profit corporation dedicated to one goal above all others: positive returns for their shareholders. …
So this morning I woke up to a freezing apartment with no hot water. We called and they told us it was accident and they they can come back in TWO DAYS. No one apologized. And when we said it was UNACCEPTABLE they put us on hold for 20 mins and THEN HUNG UP ON US
They do not allow you to use your lease termination as a source to verify when your service should have ended. They bank on their customers forgetting to call and turn it off even with supporting legal documentation of termination dates of the address where the service is active. Disgusting business practice.
Horrible company
Negative stars
I wish i could give you zero stars …
No customer service direct line. They have you on hold for a hour just to switch you over to CS to be on hold for a hour.
The most incompetent service one will ever receive in their life. Billed me $4600 for ONE MONTH for an 800 sq ft apt. Refuses to correct the error. Every time you call expect to have to give your personal info each time you get transferred, …
I have had a very bad experience with this company. I put in requests for a meter read and communicate with the company and there is no one that executes the request. On top of that, every time the request is completed, then it is a 2 …
bill went up $200 with absolutely no explanation. no changes/increase in use. infuriating
RGE is the worst electric company to exist on planet earth. When they switched us to icon energy to be more “green” we continued to be charged monthly then were hit with a bill for $844 because RGE hadn’t been charging us for our “supply” …
RG&E is HORRIBLE! Believe the other reviews! They do nothing and overcharge for everything. There needs to be more than just this electric company in the area! Their customer service is BEYOND HORRIBLE, you’re lucky after speaking with 10+ associates of getting 1 helpful/nice associate. Get it together RG&E.
One star because I had to stay home from work for an appointment for them to do a meter read. They told me anytime from 8-4 it’s 2:20 now and they are still not here I could have went to work!They overcharged me and was charging me for the …
Honestly RGE is the worst. poor customer service. Threatening to fine us unless they can look at our gas line (without any prior communication. who does that?) They are never on time nor do they respect your home or time. Terrible company there should be competition so RGE would be forced to up it’s game.
I needed to find out why my bill was incorrect.
On hold for 50 minutes. Call dropped. Called again and asked to be transferred to a person. Still on hold and have passed the 30 minute mark. Who has 1 1/2 …
Gas and electric need to be made a public service. RG&E pulls some of the most horrible scams on people in the community
It’s really sad how horrible this company has become. They have a house on my street and the lawn is up to my knee. You would think with the thousands of dollars they’re overcharging people that they have the money to mow the lawn. I will …
Cannot send out bills on time and have no solution to the issues. Their solution of no bill being sent was just guess how much the bill is and pay that and it will count for credit. The electric meter is hard to read as the dome cracked …
They are horrible and they can get away with horrible customer service because there is no other company for us to go to. Just sad.
RG&E seems to think an Electrical Conductor sunk in a foot of water in a child’s play area is safe.
I have emailed & call them several times over the past few years . …
Worst company ever been fighting with them for the last 6 months because I’m not getting a bill every time I call they say they will send it and I go online the next day and nothing there
I am DISGUSTED with you people!!!!!!!
I would leave zero stars if I could. …
After paying my bill for the month they went and took extra money from my card without my authorization. This is fraud
10/15/2022….Power is out. It’s been out since 3:30pm. The original estimate was it was going to be back on at 7pm. Now that estimate has turned to 10:30pm. Angry!! …
I see a lot of one stars that say “I wish I could give 0 stars” or at least something of that nature.
I’ll give them the honest 1 star tho. I mean sure, Everything about this …
Praying for another company. Since when is it a problem to pay your bill I’ve literally had to call and speak to at least seven different reps because I didn’t receive a bill. I was placed on hell hold, transferred numerous times and no …
I’ll start by saying part of this is on me not calling in meter reads. Let that be the warning. But…rge has ‘estimated’ my gas reads for the past 6 months, not sending anyone out to verify, and finally, when the price of natural gas has …
Possibly the worst record-keeping of any company in existence. Prepare for erroneous “overdue” bills when you’ve already paid (then hours of fixing it with their awful customer service), because the inept cheapskates at this company can’t keep track of payments, since their archaic systems are so poorly programmed.
We a select few homes in our street in Greece, NY lose power frequently and always unannounced. Before it used to be a power loss in event of a storm, now we just about lose power anytime and with no firm time on when it would be restored. …
Absolutely the worst and most evil company I’ve ever had the displeasure of dealing with, the people in charge should be in prison for their criminal activities
They tell you they’re going to set you up with a payment arrangement and then your electric bill is still 300+ dollars a month. No wonder they’re getting sued. I think I’ll decide to stop paying them until THEY CALL ME!!!! Then maybe they’ll listen!
I wish there was an option for no starts. Holding for 1.5 hours after being transferred 3 times, receiving incorrect bills, and rude customer service. I wish we had more options because RGE is the worst.
I will only give an one star rating. Because zero is not an option. Took me 45 minutes to reach them. Do they just expect people to drop what they are doing and wait 45 minutes. What a joke.
Filled out a form online to start service at my new apartment a week before I needed the service to start. I submit the form and then call RGE to confirm that they would be able to start service then, they said yes no problem. Come the day …
If I had another option for utilities I would switch. I purposely do not link my bank account to them for the reason of their estimates being all over the place. Somehow a one time payment was taken twice!? When I called about getting the …
This has to be the worst customer service that any company can have. Can never get a hold of a actual person to talk to. There automated system is also not functioning, but why are my bills always increasing. Terrible Company over all.
Customer service at RGE is horrendous. You wait on the phone so long for someone to answer, only to be transferred to another extension with a recording. Sent an email to the customer support center asking for response to my question and never received a reply. I guess the only way to get a response back is to stop paying the bill.
3 appointments in the span of 2 months trying to get my gas on in a rehab and 3 times no one showed up the 4th time someone did show up but it was the wrong crew so they couldn’t turn it on after I’ve explained the situation to who ever …
if I could give half a star I would. If you’re like me and are at work most of the time to use said utilities, i don’t think anyone would appreciate getting an enormous unjustified bill each month
I trying call customer service from 2 days ago right now from 7:55 am till now 10:20 noooooooo responding really! I do believe the owner he part of government has because it Monroe dosent take serious action with this company
Absolutely impossible to get ahold of anyone. Anyone you do get ahold of has no clue what is going on, what you’re talking about, or tells you the opposite of what someone else told you. There is clearly 0 training. This company is a JOKE.
Possibly the worst experience I’ve ever had. Was basically stuck without power for q week because they cancelled and changed appointments so many times. Also terrible customer service from everyone i talked to.
web site indicates addresses sites to visit. They are not open!!! ever
Web site difficult to navigate. If you want to talk with a person you can forget it!!! Customer service line redirects you and if you wait for someone to …
Worst experience ever dealing with this company. They tell you they “fixed” your bill, then mess it up again and want to charge you $700 five days before Christmas. I’m going solar!!!!!
Beyond Worst company and non-existent customer service. Their website does not work. Their customer service representatives would hang up on you randomly. They are sending me duplicate bills that I have already paid. This is a real nightmare!
Terrible. How can a company charge an estimate for 6 months and then charge the ‘correct reading’ for immediate payment all at once when the ‘correct reading’ is much higher than previous years. Absolutely terrible
Gave me a phantom charge of $1400 for an address I have not lived at for six months, and I cannot get in touch with them to figure out where the charge came from. There’s no information on the bill as to where this charge comes from.
Why do you have to wait on the phone for an average of 30 minutes or more before getting ANYONE who can direct your call to the correct office ? They are STILL using Covid as an excuse for not answering your call in a timely professional manner.
I am unable to talk to someone who can help me regarding my yard and driveway being dug up & not repaired! I have called customer service 2x, waited 30 minutes for them to answer, then told I must be transferred. I ask what number to call …
Seven calls so far in an attempt to change my email address. Got cut off multiple times, diverted to individuals, entered a no man’s land of attempts to sell health services. What a disaster.
Always a headache with this company. Nothing is ever simple or transparent. Everything takes forever and every person you talk to tells you something different. It always feels like they are just trying to give you the run around until you give up.
Have called because my elderly mother hasn’t receipt a bill since July even though she on the budget and it it automatic payment. Every time I call they say they will send bills but don’t.
Might be the worst company ever. Turned off my power for no reason and without warning during the work day . Waited on Hold for 5 hours and they kept saying they have appointments to come 5 days later… Finally got someone to come the next day
Worst customer service. They failed to come to the appointment I had scheduled for them, then proceeded to tell me they couldn’t TURN ON MY POWER for another 6 days. I learned all of this after being on hold for about 2 hours total, and …
I made four phone calls to Rge. I was told there is no Rochester office. I was told that budget billing means they adjust your bill every three months (?!) Someone hung up on me. Then a supervisor dropped my call while I was at n hood …
These people need to get it together!!!!!! We paid our bill and now they are trying to charge us AGAIN which is going to affect my rent check and everything else I have in there, so now I have to unnecessarily deposit money to be sure this …
Horribly managed company. Seemingly no one actually works there. They must have two poor souls answering the phones in their entire coverage area. A consistent 1.5 hour on hold every single time I call. Even when you call first thing in the …
A bunch of crooks! Put me on delay billing never asked for that. Sent me a bill for 1100.00 good luck
Terrible service, billings are extremely high for unknown reasons. The company can lock your account without notice, and still require meter reading. Which ultimately doubles or even triple your due payment. No wonder this company has been sued recently, it makes no sense.
If I had another option, I would take it. In my previous apartment I called to have services turned off when I moved out. They continued to bill both myself (the previous tenant) and the new tenant. They would not remove the charges until …
They have a monopoly they do not care about their customers. They tell you what you want to hear on the phone so you hang up and then don’t follow through with what they say they are going to do. I took off work to be home for a “safety inspection” so my gas could be turned back on, then they literally never showed up.
If I could give 0 stars I would. I was charged for services that occurred before my move-in date. I contacted customer service with proof (my meter read on the move-in date), and they promised to fix my bill. Nothing has been done to resolve this issue and it’s been a month, even with my multiple follow ups. Terrible company.
First, Avangrid is owned by Iberdrola. A company in SPAIN. Second, this electric company is the absolute worse and the ONLY electric company in Rochester I can use. EVERY winter we lose power for days. Of course depending on how wealthy or underserved your community is determines your restoration priority.. BRING DOWN RG&E!
Today 23 June the power went out roughly around noon after finding the problem a blown transformer these boys went got another transformer Removed and changed transformer in one hour amazing work go get a Genny boys Amazing job Power …
Don’t ever get solar panels when your electric company is rge. I had them installed back in July and still waiting on rge to do “their end” still not up and running because the company that installed them is still waiting on this electric …
Disgrace of a company. Overcharging for everything. Power keeps cutting out every single storm, website is always down, costumer service is a joke. This is a true disgrace of a company and a case study of why monopolies hurt customers. Would leave 0 stars if I could
$844 dollar 1 month bill. Had the same house for 3 years, not sure what’s going on over there.. Pretty crazy. 2 hours to speak to someone on phone, requested my meter to be looked at, I think it’s been 3 months and no response. Wish there was more than 1 company I could buy energy from, but here we are.
This is beyond the worst company. I switch apartments back in March and they are over charging me for my current apartment and say I still owe money on my old apartment. They keep saying they will fix it and all they did was add my old …
Their customer service rep name Ebony is the worst rep they have ever employed in the history of mankind she is very rude and have no solution or have any knowledge or care to assist anyone. I spend a whole day waiting in a cold house on a …
If I could give this company 0 stars I would. Receiving a for almost 700 when it was suppose to be automatic payment. I’m being told that billing is backed so that’s why the account wasn’t being charged. Customer service representative that …
Worse customer service ever. Everytime I call, I’m told RG&E is experiencing high call volume. Then when I do get through I’m told they can’t help. Transferred to level 2, who immediately put me back on hold. Going on 48 minutes.
Terrible experience with RGE! Inexistent customer service and random bills sent with threats to pay on time. It is unacceptable we all have to suffer their monopoly. If anyone is thinking of a class action, I am ready to join.
Charging me over $700.00 for October 2022 bill, normal monthly average range is 175.00. 1100 Sq ft home, no late payments, I read my meter faithfully, bills on time.
High customer call volumns. Oct 27, 2022. What is the problem if so many people have to challenge or investigate the Billing?? I have a large bill from June when I am not using heating gas furnace or hot water?? The bill is way higher than ever seen. Bill for July read is low again. Is this from Ukraine war? Saudi oli?? No..it’s gas.
Church of Annunciation 1760 Norton St. had gas shut off without prior notice. For a need to annually inspect the gas system. Found an Orange card today on a seldom used rear door. No timeline to respond. They will not share with whom …
HORRIBLE! HORRIBLE! HORRIBLE! Customer service is horrible! I don’t think it’s possible to resolve even the simplest issues with this company without spending at least a hour on the phone! After there latest “update” I cannot log in to my …
Zero stars. Takes forever to get a hold of someone and when you do, nothing ever happens. They routinely overestimate and thus overcharge and are not interested in refunding you. Can’t speak with a manager directly because you have to …
Absolutely USELESS customer service. Customer Service line opens at 7am, I call at 7:06. NOT A SOUL for 45 mins and I have to go into work now. “We are experiencing high call volumes today” OH YOU ARE? TODAY AT 7 AM? The high call volume …
Would give zero stars if they let me. Have had nothing but negative experiences with them. Support is either decent or horrible. Customer service reps just stop responding and don’t care about the customer at all. Would never use RG&E if I wasn’t forced to.
An obscene, rotten-to-the-core company whose greed knows no bounds. Expect the worst customer service of your life (3 hours to speak to someone on the phone regarding a necessity like heat and electric is a crime), irregular bills that …
I have purchased a house and i have been trying to get my service turned on. I was told i need to be transferred to Energy Service Install, since there are no meters at the house. It been 56 days on phone so far with no help. The energy …
Horrible customer service. I requested a duplicate bill a week ago. They still haven’t sent it. I can’t access my account online because their site won’t let me set up an account. I haven’t even received a bill in 2 months. Don’t companies realize they need customers to stay in business?
Worst company ever I am literally in tears on the phone, I’ve made 7 appointments for them to turn my gas on. No one shows up, every time I call they say they’re coming. Still waiting, it’s December and it’s 26° outside. Something needs to …
I’m seriously starting to believe that RG&E is not just completely incompetent and unprofessional but in fact criminal. …
Gas and electric service is okay but customer service/billing is atrocious. They don’t reply to online contact form/email, so you have to call. LONG wait times, hard to get ahold of, and representatives are not very helpful when trying to correct RG&E billing mistakes. 3 hours on the phone is not acceptable.
The most incompetent system for billing I’ve ever had to engage with, from any company. It’s unconscionable what they make customers go through just to make an accurate payment, or even worse, trying to speak to someone in customer service …
First you shoul know that RG&E is a Spanish company named IBERDOLA
1st issue
Trying to get someone on the phone for me was a …
If I had another option for gas and electric services, I would choose anyone else. Customer service here is terrible. Everybody has an attitude at the beginning of the call before anything is said. Out of the five times I called, only one …
I will give them a 0 if I could, first, able the customer service call takes forever, and then the R&G R customer service representative is so rude, I’m asking her questions and I want to hear the solutions but she was yelling at me. Now, I realize why they have 1.9 stars in google views, aha. a poor woman with menopause.
Customer service (4 people) has been snide and rude, each one referring me to a different department. One hung up on me outright. I am in a house in the freezing time of year without heat, which was shut off without warning. I was told I’d …
We have not used the gas for heating in the past month only for our hot water tank. Somehow we have used more than ever, which you would normally expect in December, but our electric heater was what we used and our electric is through a …
They have some of the worst ‘on hold music’ you’ll ever listen to. And you’ll hear a lot of it when you’re on hold for an hour until you finally give up and hang up when decide maybe it’s a good idea to call another time, only to be put on …
I spoke with a very good customer service today in Billing & General Collections. His name is Taylor and his employee # is E907061. Taylor was helpful, articulate, reassuring and a dedicated employee. Even with all of the negativity about RGE, there is hope with people like Taylor.
My sister has been in her apartment for a week without gas. She called before she moved in and they told her they couldn’t get anyone there for a week because they didn’t have anyone in the area. They were supposed to come today while she …
Moved into a new house, realized after the second month we hadn’t been billed for service. Called that second month and was assured I would receive a bill the next month for service. …
RGE is the worst! They put you on hold while they’re “reviewing your file” and then hang up. I was overbilled $200 when their meter reader made a mistake reading my meter. Spent and hour & 15 minutes with 4 separate calls before it was resolved. They don’t deserve any “stars”!!
RG&E are bullies. They didn’t bill us for 5 months even though we submitted meter reads every month. My husband sat on customer service for total of 3 and half hours and even while admitting wrong doing, we were still given no help in how …
Terrible company. I would change providers if I could, but I live in an apartment building, and there are no other options in my area anyways. Their rising costs of about 20% over last year for virtually the same usage have already put them …
Horrible customer service. Got a surprise $600 bill in September. Called – they said I owed $1200 more via budget billing because they’d been under-billing me. OK. The next month I expect the $600 bill again (as they explained to me). No …
If I could change my service I would! Over charged every month and you can’t even get anyone on the phone to help you! They put you on hold for hours just to tell you oh I can’t help you I have to transfer you. Ive talked to 4 different …
One star is too many! I’ve been calling into customer service for the last couple of years and ALWAYS hear the message; “We’re experiencing greater than expected call volume, please consider calling back later today or tomorrow” It’s a …
If I could put zero stars I would. Actually negative 100 stars. These nincompoops turned off my power because my service was mistakenly linked to a different units meter in my building so I have been paying someone else’s bill instead of my …
Turned off my gas while I’m out of town because they haven’t read my meter. I work all day so I never see anyone wanting to r at my meter. Now my dog sitter is stuck in a house with no heat. Waited 2 hours on the phone for nothing. Now when I come home from my trip I will have no heat or hot water. Do better; this is ridiculous.
If you like sitting on hold for 2 hours just for the line to disconnect you, then this is the company for you! Want someone who blatantly lies to you on the phone to make less work for themselves? Look no further! …
You have no focus on customer care – as much as you charge people, you would think you had enough funds to hire COMPETANT people?! Your wait time to talk to a rep (that’s if you’re not hung up on beforehand) is OUTRAGEOUS! I can’t wait …
This company has the worst customer service of any company I have worked with. I have been on the phone for 1 hour and 15 minutes. I have been passed from billing to customer service to credit then back to billing. I have yet to be helped. …
Seems my issue is similar to many others, in the sense that RGE doesn’t return my calls, or puts me on hold, they don’t answer their emails, my lights flicker, prices are going up, I know I don’t use a lot of power but yet my bills are …
Terrible and Misleading Customer Service. Took days to talk to someone. I had fallen behind on the bill as I switched jobs and I was given two separate due dates, a date my payment was due and a shut off date a week earlier. It took days to …
Started a new account with a recent home purchase. Has been 8 “guarantee” service turn on days, customer service claims they’re contacting supervisors, however they only email. They WILL NOT get a supervisor on the phone with a customer, …
This review is for the call center that takes payment over the phone. Called trying to pay a bill for a friend in need and their system is down. It’s been down for 3 days now!! The workers picking up the phone tell you the same thing, …
You might as well not sign up for the budget plan it is meaningless. I get an email to read my meter. Instead, they come and read it after vastly underestimating my usage last month. My bill is DOUBLE what my budget plan says. I am all …
Took 4 days of calling on and off to finally get someone on the phone after hours of waiting!!! Just wanted to cut my services. Then transferred to billing, waiting another hour on the phone to see why I haven’t been billed in close to two …
I experienced the most HORRIFIC customer service in recent years here. It was absolutely surreal. I had to speak to 4 people to fix an issue with my account. I pray that I will never have to call them again. There needs to be a customer …
I have no idea how they can get away with the monopoly on the area and treat customers the way they do. I was told that the electricity was on before I moved from out of town. Moved all of my stuff up to Rochester, but when I got to the new …
In all my years of rating a company, I’ve never been so compelled to want to give 0 stars, until now. Unfortunately, that is not an option. …
Edit: Just when this company couldn’t get worse I have been, for the first time in my life, been screamed at by a service agent on the phone because I didn’t know detailed information about the gas system in the house that only a plumber …
I usually would not write a bad review. But customer service has been very rude on multiple occasions. If you question about something related to the bills and ask for explanations, some of the customer service/billing agents just start …
I would give less than one star if I could. Their customer service takes forever to access and every person I talks to gives me a DIFFERENT answer. My billing issue has been ongoing since May. Every time I call it takes hours to talk to a …