RPU’s Service Center lobby is now open on a limited basis for in-person transactions (8a-4p M-F). We have limited space in the lobby to safely … See more
This is just bs. Electric customer charge, water customer charge, and waste water customer charge. $ 45 dollars to cover the cost of repairs? A bunch of criminals.
Dunno what all these other people are complaining about. I’ve just moved out of my apartment of 4 years and never had a single issue with billing or power.
Made a mistake and then tried to say we “misunderstood”. No, I understand perfectly that RPU made a mistake. Staff has the personality of unseasoned potatoes. Starchy and bland.
I waited for a very long time on hold to speak with a customer service rep, and ended up hanging up. When I called back at 5:30, you can only report emergencies. Never had a good experience dealing with them.
Non-existent customer service. They don’t return your deposit as they claim they do, and make you run for your money in the end. Just Awful
I wish I could give zero stars, but it’s not possible.
Pretty sad that you can go 20 minutes on hold without talking to anyone. Being in the service industry this is unacceptable. I would hope that the city of Rochester would be more responsive than even the worst companies in Rochester. Very disappointed
I hate Rpu I wish we had Xcel Energy because I have never in my life had such a high utility amount I just paid $397 electricity bill and the next following bill cycle my bill said $210 dollar’s like how did I use that much in electric.. …
There’s always a wait time for getting a customer service rep but every time they are super polite and helpful. I have never had an issue with any of my billing statements or services.
Got charged extra for the second month in a row . Last time they fixed it when I got a hold of them . Currently been on hold for 52 minutes giving me nothing but time to write this review about terrible service
Wait times for customer service are really bad. Have never waited less than 20 minutes just to talk to someone. You can submit online but the turn around is 2 days. Pretty pathetic.
RPU is the worst company in Rochester. They dont care about their reputation because they know they are the only electric company in Rochester and if you want electricity, you will put up with whatever little tactics they do. Their customer …
Needed to disconnect, nobody got back to me after leaving two voicemails (because of over 20 min wait times) and now I’m stuck paying the next tenant’s utility bill for the weekend. Unacceptable, but expected from a company with no …
Lynnette was so kind and answered all my questions. After we hung up the phone she went in and fixed some issues with my account then emailed me after to tell me everything was ready and working. I really appreciate her taking time to fix silly issues without making it sound like a nuisance.
I had a new furnace put in a few weeks ago and some extra wires were exposed and not capped. 2 guys came out today 12/12 to look at it. The younger one knew what he was doing, but the older one wanted to be in charge telling the younger one …
Shout out to the customer service rep, Corey, for being awesome at her job. She was super helpful at finding the culprit of my high energy bill, which ended up being my dehumidifier! Hats off, she did a fantastic job.
I’m moving to the area and have tried three times (different times of the day) to contact RPU to setup electric service. Each time the automated voice said that the wait time would be less than 10 minutes. After 20 minutes of waiting I’ve …
Seriously just spent 15 minutes trying to pay my bill on the automated system before giving up. What a joke. I have all the information I need and it just keeps having me put my account info in after going silent for a few moments.
Not sure if they need to clean their ears or need new headsets, I’ve called 4 times to setup my electric and each time I’ve literally spelt out where I live and my email address, it’s been a month and the bill still hasn’t been sent to me and I’ve yet to receive the emails they keep telling me I’ll get over the phone
Not impressed with RPU. Many additional charges other than power. Wait time for customer service is always longer than they estimate. Today they said it’d be 15 minutes, ended up being 45 minutes. Some services you can only do over the phone, forcing you to wait forever.
I recently had Wright’s Tree Service show up at my house this week saying that RPU had hired them to do tree trimming in the area. I didn’t realize that my tree branches were that close to the power line. Eric and his crew did an excellent …
I called RPU because I had small water leak coming from the water main line and 15 minutes later RPU had a service man named “Archie” at my my house, assessed the problem and arranged a local plumber to fix the leak. …
I spent 90 minutes on hold waiting simply bto transfer service. Admittedly, I hung up on the first call, but only because I had to get my child from school. A 50 minute hold time is unacceptable, especially when they constantly interrupt …
Customer service is great. Their pricing for electricity pushed onto their customers, however, is simply egregious and is absolutely bleeding. Already cannot wait to move so that I no longer have to be a customer. …
Called the other day to end my service for moving and it was a very smooth process. Worst part was waiting but once I was on the phone with the person it was so fast!! Never had issues with them and have used them for 4+ years.
We moved February 1st got the account set up and even supplied the account number to our leasing office. Never received anything in the mail or online, couldn’t make an account or pay over the phone. When we called to see why and pay our …
I spoke to a customer service representative to ask about a bill I had received after vacating the residence that my RPU account was assigned to. The service rep, Joe, was incredibly condescending and rude while speaking with me. I …
Trying to pay your bills is AWFUL! I never signed up for paperless and wasn’t receiving bills in the mail. I went online to set up automatic online payments and it says I had 75 dollars due, but on the homepage it said I have nothing due. …
We have a terminally ill child that we can’t have the electricity or water turned off. We have made RPU aware of this multiple time 3 seperate occasions now. They will not allow me to set up auto pay and then now my bill is only $75 a month …
Krista Boston saved the day with amazing guest service. In what started out to be not the greatest experience she stepped in and provided consistant support and resolved our problem. Thanks Krista!
nice service
Horrible horrible… horrible horrible.
Crooks.
Awful customer service.
Good.
Get solar.
They always help me when I called them
Always helpful, have no problems with service, innovative.
Great customer service ,thank you for your help Cory
I wish that there wasn’t that long of a wait time just to have them explain my bill🤔 …
Constantly just given the run around and never anyone that knows how to help or talk to directly.
Customer service reps are always fast, courteous, and competent.
Terrible utility company. Rude and unprofessional we need a better company here in Rochester!
called twice, wasn’t able to get through to anyone during normal business hours… Waited on hold 15 min and then 45 min… ridiculous.
I had to call back 4 time just to pay a damn bill!!! Just because I don’t have the account number in hang. This service is very fustrating
If I can give a zero star I will, never pick up the phone call,wait time is ridiculous slow,not just me, my friend also have that problem!!!
My previous post on RPU was not for this site. RPU has always been great with their service.
Spell everything out for them and make sure they get everything right. Three times. Make them read it back.
This is just bs. Electric customer charge, water customer charge, and waste water customer charge. $ 45 dollars to cover the cost of repairs? A bunch of criminals.
Dunno what all these other people are complaining about. I’ve just moved out of my apartment of 4 years and never had a single issue with billing or power.
Wait 30 minutes on the phone to make a payment how this even practical. My power goes out atleast once a week with these bs surges !
Made a mistake and then tried to say we “misunderstood”. No, I understand perfectly that RPU made a mistake. Staff has the personality of unseasoned potatoes. Starchy and bland.
Refused to issue back my deposit even though when I signed up I was told that I’d get it back after 3 years of paying on time
I waited for a very long time on hold to speak with a customer service rep, and ended up hanging up. When I called back at 5:30, you can only report emergencies. Never had a good experience dealing with them.
Non-existent customer service. They don’t return your deposit as they claim they do, and make you run for your money in the end. Just Awful
I wish I could give zero stars, but it’s not possible.
Pretty sad that you can go 20 minutes on hold without talking to anyone. Being in the service industry this is unacceptable. I would hope that the city of Rochester would be more responsive than even the worst companies in Rochester. Very disappointed
I hate Rpu I wish we had Xcel Energy because I have never in my life had such a high utility amount I just paid $397 electricity bill and the next following bill cycle my bill said $210 dollar’s like how did I use that much in electric.. …
There’s always a wait time for getting a customer service rep but every time they are super polite and helpful. I have never had an issue with any of my billing statements or services.
Got charged extra for the second month in a row . Last time they fixed it when I got a hold of them . Currently been on hold for 52 minutes giving me nothing but time to write this review about terrible service
Shannon Smith in rebates was very helpful for our situation. Very quick response time as well!
Wait times for customer service are really bad. Have never waited less than 20 minutes just to talk to someone. You can submit online but the turn around is 2 days. Pretty pathetic.
RPU is the worst company in Rochester. They dont care about their reputation because they know they are the only electric company in Rochester and if you want electricity, you will put up with whatever little tactics they do. Their customer …
Needed to disconnect, nobody got back to me after leaving two voicemails (because of over 20 min wait times) and now I’m stuck paying the next tenant’s utility bill for the weekend. Unacceptable, but expected from a company with no …
Lynnette was so kind and answered all my questions. After we hung up the phone she went in and fixed some issues with my account then emailed me after to tell me everything was ready and working. I really appreciate her taking time to fix silly issues without making it sound like a nuisance.
I had a new furnace put in a few weeks ago and some extra wires were exposed and not capped. 2 guys came out today 12/12 to look at it. The younger one knew what he was doing, but the older one wanted to be in charge telling the younger one …
Shout out to the customer service rep, Corey, for being awesome at her job. She was super helpful at finding the culprit of my high energy bill, which ended up being my dehumidifier! Hats off, she did a fantastic job.
Workers are rude and company will jack your bill anytime unexpectedly. Avoid if possible
I’m moving to the area and have tried three times (different times of the day) to contact RPU to setup electric service. Each time the automated voice said that the wait time would be less than 10 minutes. After 20 minutes of waiting I’ve …
Seriously just spent 15 minutes trying to pay my bill on the automated system before giving up. What a joke. I have all the information I need and it just keeps having me put my account info in after going silent for a few moments.
Not sure if they need to clean their ears or need new headsets, I’ve called 4 times to setup my electric and each time I’ve literally spelt out where I live and my email address, it’s been a month and the bill still hasn’t been sent to me and I’ve yet to receive the emails they keep telling me I’ll get over the phone
Not impressed with RPU. Many additional charges other than power. Wait time for customer service is always longer than they estimate. Today they said it’d be 15 minutes, ended up being 45 minutes. Some services you can only do over the phone, forcing you to wait forever.
I recently had Wright’s Tree Service show up at my house this week saying that RPU had hired them to do tree trimming in the area. I didn’t realize that my tree branches were that close to the power line. Eric and his crew did an excellent …
I called RPU because I had small water leak coming from the water main line and 15 minutes later RPU had a service man named “Archie” at my my house, assessed the problem and arranged a local plumber to fix the leak. …
I spent 90 minutes on hold waiting simply bto transfer service. Admittedly, I hung up on the first call, but only because I had to get my child from school. A 50 minute hold time is unacceptable, especially when they constantly interrupt …
Customer service is great. Their pricing for electricity pushed onto their customers, however, is simply egregious and is absolutely bleeding. Already cannot wait to move so that I no longer have to be a customer. …
I’m not an employee of RPU, but I do have to call it frequently (1-2 times per week) for my job. So, here’s the deal. …
Called the other day to end my service for moving and it was a very smooth process. Worst part was waiting but once I was on the phone with the person it was so fast!! Never had issues with them and have used them for 4+ years.
We moved February 1st got the account set up and even supplied the account number to our leasing office. Never received anything in the mail or online, couldn’t make an account or pay over the phone. When we called to see why and pay our …
I spoke to a customer service representative to ask about a bill I had received after vacating the residence that my RPU account was assigned to. The service rep, Joe, was incredibly condescending and rude while speaking with me. I …
Trying to pay your bills is AWFUL! I never signed up for paperless and wasn’t receiving bills in the mail. I went online to set up automatic online payments and it says I had 75 dollars due, but on the homepage it said I have nothing due. …
We have a terminally ill child that we can’t have the electricity or water turned off. We have made RPU aware of this multiple time 3 seperate occasions now. They will not allow me to set up auto pay and then now my bill is only $75 a month …
Krista Boston saved the day with amazing guest service. In what started out to be not the greatest experience she stepped in and provided consistant support and resolved our problem. Thanks Krista!