Rochester Gas & Electric Corporation

This letter is in response to the complaint received by the Revdex.com from [redacted] , regarding the interruption of electric service to his home at [redacted] I spoke with [redacted] today and explained RG&E’s reconnection of electric service process I explained the importance of having the breakers in the off position to allow the service to be reconnected in a safe manner Because the breakers were not off on 6/the reconnect was reissued for today I let her know I will follow up with the Collections Supervisor to review with their Representatives the importance of instructing the customer to have the breaker turned off [redacted] is satisfied

Hello, [redacted] did the work and was sub contracted by RG&EI sent the check to RG&ELet me know if you need anymore info***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This is basically the same response I received from them in the first place, and every other time, and I still have issues with itFirst off, I sent pictures of the same meter every time, so I do not know how it was correct one time and incorrect anotherSecond, although I did have electric heat, I never had the thermostat set above 65, and it was mostly set below It was my only year in that apartment, so I honestly don't know what the bills were typically like in there, but seeing as the heat was like that before (same heater type in the same apartment) RG&E should have been able to give a reasonable estimate to what that electric heat would costI would consider the temperatures I lived in to be in the lower percentile of what most people set there thermostats to, and therefor I should have been below any estimates they providedWhat could their estimate possibly be based on where such low use in the same location was as far off as they claim? If anything I would think they would have overestimated the usage, but I guess the odds of them going back and correcting a bill which was billed too high to be slim to noneThird, the response states that I did not make a timely response which is falseI called and emailed multiple times in the span of 2-months, repeatedly saying that I intended to pay the billEven when I was still in talks a RG&E rep told me to call collections, and when I did THE VERY NEXT DAY, I was told it was already sold to collectionsIf a month bill collection is considered a timely correction, then I think RG&E must have multiple definitions of what they consider timely Regards, [redacted]

This letter Is in response to the complaint received by the Better BusinessBureau from Ms [redacted] regarding an overpayment in the amount of$1,which was received by RG&E on October 10, 2016.RG&E received a call from Ms [redacted] informing them of the errorShe wasadvised to fax over confirmation of the payment from her bank and oncereceived and verified, the money would be returned.On October 13, 2016, RG&E mailed a refund check in the amount of $1,102.46and a detailed voice mail message was left Informing her of sameThe nameand telephone number to the Appeals Department was left for her to return thecall

For your review and final determination

This letter is in response to the complaint received by the Revdex.com from Ms [redacted] regarding her Energy Service Company, [redacted] NY, LLC and her delivery company which is Rochester Gas & Electric Corporation for service at [redacted] RG&E records indicate that on October 30, 2016, RG&E received an electronic notification from [redacted] informing them that Ms [redacted] had agreed to purchase her supply from their company for service at [redacted] On October 31, 2016, Rochester Gas & Electric Corporation mailed a letter to Ms [redacted] at North Street, Rochester, New York to confirm her consent of the switch to [redacted] The letter provided detailed information explaining to her that if she did not authorize the switch to contact RG&E to cancel [redacted] should have started billing Ms [redacted] in December of 2016, unfortunately, due to their billing system; her charges did not appear until February and again in April RG&E received notification that as of May 15, 2017, Mrs [redacted] service will end with [redacted] As much as RG&E would like to safeguard all of their customers from instances such as this, unfortunately, it is the customer’s decision to choose another electricity and or gas supplier

This
letter is in response to the complaint received by the RevDex.com from Mr*** *** regarding a high bill as a result of a
meter read obtained from his electric meter. On
December 20, 2017, RG&E scheduled a meter reading to verify if the
electric read
was accurateOn December 22, RG&E successfully obtained another meter read which was in line with the previous readThe read indicates the energy has been consumed and the billing is correct

*** * *** does not have service at ** *** *** *** - ** *** *** is current with their bill and is not the account that contacted the Revdex.com Phone : *** is a non working number to contact customer

This letter is in response to the complaint received by the Revdex.com from Mr*** ***, regarding new service request for ** *** *** *** ** *** RG&E has placed an outbound call today to Mr*** to discuss her concern with having gas
service connected. It was explained to Mr*** that the call with him and representative was reviewed and there was no mention of a call ahead The order was scheduled for between 2pm thru 4pmMr*** had advised he would be there by 2pm to provide access to gas meterRG&E serviceman arrived at 2:and no one was at homeThis was explained to Mr*** there must have been a miscommunication with the phone conversation for time frame order was scheduledRG&E as a courtesy has scheduled to have gas service connected for today, 06/03/and Mr*** has been advised will need to be there to provide access and will not be provided a call ahead. Mr*** has advised he will be there today and will wait for servicemanIt was again explained no time frame any time after 12:pm today and he will be thereMr*** stated he was satisfied that company would turn gas service on today Sincerely, MrsBrown RG&E Executive Office of Appeals

For your review and final determination.This letter is in response to the complaint received by the Revdex.com from *** ***, regarding the high bill he received as a result of an incorrect meter read submitted by *** ***.On February 25, 2015, *** *** provided the electric
meter read, his account was rebilled to that read. Unfortunately, the read was for the wrong meter, the error was not caught until he provided reads again on May 21st when he provided reads from the correct meter. On May 28th, he submitted another read which confirmed the May 21st read was correct. RG&E’s records indicate *** *** had electric heat in this apartment which would explain high winter bills.His account was corrected and rebilled to his meter read. *** *** ended service on June 2nd and his account was final billed. As a result of him not making payments or a final bill payment arrangement in a timely fashion his account has been sent to a collection agency.RG&E has followed the billing regulations outlined in our Tariff regarding our billing practices.Sincerely,Paula B***, AnalystRG&E Customer Appeals

This letter is in response to the complaint received by the Revdex.com from Amanda *** regarding a credit for delay in turning on new serviceMs *** is not an authorized person on the account at Spruce Ave, Rochester, NY Ms*** was contacted by phone to discuss her concern
It was explained to her that the prior tenant notified RG&E on 07/08/to request service to end as of 07/14/RG&E received a request by phone for new service at Spruce Ave on 07/14/and was scheduled for next available date of 07/18/RG&E has within 5days to turn on new service per HEFPA GuidelinesMs*** would need to discuss this issue with her room-mate as to time frame of contacting company for new serviceUnfortunately RG&E is not responsible for lost food

This letter is in response to the complaint received by the Revdex.com from Ms*** *** regarding interruption of her service located at ** *** *** *** *** *** *** On October 24, 2016, RG&E mailed a final termination notice in the amount of $
to be paid on or before November 10, to avoid interruption of service On November 19, RG&E received a payment in the amount of $200.00; therefore, her account was still in jeopardy of being interrupted due to nonpayment for an unpaid balance of $278.14. On December 5, 2016, RG&E interrupted the service due to nonpayment at 2:00pm. On December 6, at 8:am, RG&E received a faxed receipt from Ms*** stating a payment in the amount of $was made at *** on December 5, at 7:pm. Unfortunately, RG&E was closed at that time and processed her reconnection upon receipt of proof of payment which for December 6, 2016. Unfortunately, upon arrival, her breaker(s) were not off; therefore, the service could not be reconnected. Another attempt will be made on December 7, Sincerely, MrsW***, Analyst

This letter is in response to the complaint received by the Revdex.com from Mr*** *** regarding a property located at *** *** *** *** *** *** *** RG&E records indicate that on March 14, 2016, Mr*** contacted RG&E to apply for new serviceA
service notification was created and forwarded to engineering for processingMr*** *** from RG&E met with Mr*** to discuss the process for new service installation which would require a line extension for new overhead sen/iceMr*** informed Mr*** that he had some trees on the property that would need to be cut down before the process would begin and gave him the option of having RG&E cut them down at cost or to have him cut them down himself.RG&E received a call this morning from Mr*** informing them that the trees were ail cut downA site visit will be made today confirming that all trees are removedOnce confirmed, a 10-year line extension agreement will be mailed to Mr*** for his signatureOnce the signed agreement is received,the job would be forwarded to schedulingThe total job should be complete with an estimated date of three weeks from today.Sincerely,MrsW***,

This letter is in response to the complaint received by the Revdex.com from *** *** regarding tree trimming debrisRG&E’s Arborist placed an outbound call to Mr*** to discuss his concerns regarding the debris left on his property from the tree trimming that was doneIt was
explained that the crews had just completed a routine trimming in his areaMr*** explained that debris was left on his and neighbors property, Arborist agreed to send a crew back for the cleanup at his and neighboring properties Mr***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

I want to know why I had to keep calling Gary to get simple answers about the job and I would like to know why it took so long to get the job designed when he told me a couple of weeks I told him I wanted to get it done quick and easy this is not how you run a business it should not take months to do a design and I am hearing that alot of people are having the same problem with RG&E I'm also not happy with the customer service every time I called they had a attitude on the phone I wish I could had switch to national grid that's how upset I am with RG&E I had plans to have people come out to my land and with out the Eletric alot of them canceled I just want answers and I want the job done thank you

The first billing statement said they would take out $out of my account on March 4, RG&E sent a second billing statement saying they would take out the $along with the new bill of $( a total of $347.84) on March 16, Therefore, both payments were to come out
on March 16, They took out the $on the 5thSince they took the payment out earlier than they said, it made that account go into the negative and cause a fee of $ We only put money in that account hours prior to when a bill payment will be automatically withdrawn.I would like my $backUnfortunately, I have to deal with this utility company since they are the only one in our area

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is unsatisfactory to me. Although I will accept it. But I am forced to be inconvenienced with going over to the other house to turn off the
breaker just to go back over on a separate day and turn it off
Regards,
*** ***

Attached is the Reply for Revdex.com # ***- *** ***This letter is in response to the Complaint received by the Revdex.com from *** ** *** regarding his concerns with RG&E’s Tree Trimming Policy. An outbound call was placed to Mr*** regarding his contact
with the Revdex.com to further discuss his concerns. Mr*** explained that RG&E’s contract company for tree trimming had left the tree debris behind and would like it removed. He also had additional issues that occurred but he stated they had been resolved by the tree trimming company. It was explained to Mr*** that RG&E has a policy in place for scheduled maintenance tree work which is provided on www.rge.com as follows: Our tree debris removal policy:During scheduled maintenance tree work in residential and landscaped areas, we chip and remove smaller branches less than six inches and cut larger ones into manageable lengths and leave onsiteWhen customers request that we clear vegetation outside of our scheduled maintenance or in rural, non-landscaped areas, we leave the cut material behind for customer disposalFollowing a storm, our first priority is to restore service safely and as quickly and efficiently as possible, so when we have to cut vegetation, we leave cut materials behind for customer disposal or to naturally decompose.Mr*** stated he was not happy with this policyHe also explained he had recently had knee surgery and was unable to remove debrisMr*** was advised that RG&E would have our Vegetation Manager visit his property to inspect the work that was done. Mr*** then stated unless the debris was removed he would continue to complain regarding RG&E’s Policy for tree trimming.RG&E’s Vegetation Manager did visit Mr*** property and found the work that was done was according to RG&E’s Policy and everything was cut down to a manageable size for the customer to be able to removeThe Vegetation Manager did contact Mr*** to advise that the work was done correctly, but as a onetime courtesy company will have debris removed Mr*** did express again he does not agree with policy, but is happy that debris will be removed. Sincerely, MrsB***RG&E Executive Office of Appeal

This letter is in response to the complaint received by the Revdex.com from *** *** regarding a high bill due to low estimated reads. On October 19, RG&E received a call from Mr*** inquiring about his high bill. He was advised that his meter was actually
read after months of estimating his usage. He stated he moved his electric meter outside to avoid the estimates and wanted to know why his meter was still being estimated. He was advised that the meter reading department was not aware that his meter was moved outside because his account was not codedHowever, the coding was added and his meter was read which resulted in his high bill. In addition to receiving an adjusted bill due to the low estimates, he also received an adjusted bill from his energy supplier’s, *** *** *** as well as *** *** ** *** *** On October 20, RG&E Executive Office received PSC Case #***. RG&E called Mr*** and explained the meter read process; advised RG&E read every other month opposed to every monthApologized to him because his meter was moved outside in July, however, his account was not coded as such which resulted in him receiving another estimated bill on the month it should have been readIn an effort to satisfy him, an offer was made to place him on an interest free payment agreement which he accepted. The first installment of $is due on or before 11/11/and the remaining balance would be billed in installments of plus his current bill each month. In conclusion of our telephone conversation, Mr*** expressed that he was satisfied with the agreement offer. Sincerely, Louise W***, AnalystRG&E Executive Office