Rochester Gas & Electric Corporation

I am looking for a conversation with the company with there business practices. I am not disputing that I owe this balance. My complaint is that RGE put their consumers where you have to come up with large amounts of money in a matter of days to continue necessary service after we ( the consumer)...

have received no notification. I pay each month but now I am being told I missed a payment 2 months back and I have 3 days to come up with almost  $500.00 after paying $250.00. I was only made aware of pending service interruption after calling for a billing explanation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I do think that the process was still too opaque, the time it took to resolve...

the issue was too long, and the way they calculated the return was too confusing, but they did in the end reimburse me for what I believe was the correct amount.  
Regards,
[redacted]

December 9, 2015 Revdex.com [redacted] 100 Bryant Woods South Amherst, NY 14228 ID #  [redacted] Account # 20026002459      Dear Ms. [redacted]This letter is in response to the complaint received by the Revdex.com from [redacted] with regard to...

the recent interruption of electric service at her apartment at [redacted]  Ms. [redacted] obtained service from RG&E in March, 2015. On November 11, 2015, RG&E mailed Ms. [redacted] a final termination notice requesting she pay $214.66 by November 28, 2015. On December 3, 2015, RG&E delivered a 72 hour advanced notice of disconnection to her residence. On December 4, 2015, Ms. [redacted] paid $114.66 and was advised the payment was not enough to stop the interruption of service and an additional $100.00 would be required.  Ms. [redacted]’s financial information was obtained to qualify for a minimum agreement.  She was advised of the necessary supporting financial documentation require to enter this agreement. The electric service was disconnected on December 7th for non-payment.  Ms. [redacted] failed to pay the additional $100.00 or submit financial documentation to qualify for the minimum agreement prior to the disconnection. On December 8th, Ms. [redacted] paid $100.00 and was instructed to have the breakers in the off position to enable RG&E’s serviceman to safely reconnect the electric service.  Ms. [redacted] stated she didn’t have access to the breakers and her Landlord advised her that RG&E would shut off the breakers.  Her Landlord gave her incorrect information as RG&E will not touch customer owned equipment and will not shut off the breakers. On December 8th, [redacted] notified RG&E that the breakers are off and a same day reconnection order was issued.  As a courtesy to Ms. [redacted] the $32.00 reconnection fee was waived.RG&E was within the collections policies outlined in HEFPA- 16NYCRR 11.4.Sincerely,Paula B[redacted] AnalystExecutive OfficeRG&E Appeals

This letter is in response to the complaint received by the Revdex.com from [redacted] Inc.,  regarding multiply properties in Rochester, NY. I spoke with Mr. [redacted] to gather the details of this complaint to the Revdex.com.  He emailed me the account...

information for all his properties.   An extensive review of over 50 accounts was completed and adjustments were made to the mailing addresses where his bills should be sent.  In addition, 4 accounts were old accounts that had final billed with zero balances. Mr. [redacted] had several other questions regarding the names associated with his account.  I directed him to RG&E’s Customer Service Center for assistance. Mr. [redacted] appreciated the quick response time and follow up.  He is satisfied.

October 27, 2015Revdex.com [redacted] 100 Bryant Woods South Amherst, NY 14228 ID #   [redacted] Account #:  [redacted]        Dear Ms. [redacted] This letter is in response to the complaint received by the Revdex.com from [redacted]...

regarding RG&E billing practice. On July 23, 2015 Ms. [redacted] ended her service with RG&E at [redacted] and on August 6, 2015 a final bill generated in the amount of $503.69 which was mailed to [redacted] for payment.  RG&E’s records indicate the last payment made for service at [redacted] was on June 19, 2014 in the amount of $214.00. In addition to that, she was on a minimum payment agreement as well as the budget billing program and once her account final billed credits and debits billed forward. On July 24, 2015 Ms. [redacted] started service at [redacted].  Her first bill generated on August 5, 2015 in the amount of $21.00 which was due on or before August 28, 2015. On October 4, 2015 Ms. [redacted] ended service at [redacted].  A final bill generated on October 8, 2015 in the amount of $112.48 which was due on or before October 31, 2015.  Ms. [redacted] received 3 bills while living at 230 [redacted]. She paid the 1st bill in the amount of $21.00 and the second bill which was the budget billing amount of $166.00. Therefore, the final bill amount of $112.48 is still outstanding. If Ms. [redacted] payment record is different from what RG&E payment record is, please have her provide proof of her payments in any of the local office. Sincerely,Louise W[redacted] Analyst RG&E Executive Office

March 7, 2016 Revdex.com 100 Bryant Woods South Amherst, NY 14228 Attn:  [redacted] ID Number:  [redacted] Account Number:  [redacted] Dear Ms. [redacted] This letter is in response to the complaint received by the Revdex.com from Ms. [redacted]...

regarding a property located at [redacted]. RG&E records indicate that on October 12, 2015, at 2:40 pm [redacted] who introduced herself as the REO Manager of Is [redacted] called the Customer Service Department to request new service.  The service address she provided was located at [redacted].  She also referenced an account that was already in Is [redacted] name by providing the RG&E account number associated with the current account.  The mailing address provided is the actual address of [redacted].  The telephone number the call came from is [redacted]. The telephone number to Is [redacted] is [redacted]. The first 3 monthly statements were mailed to the service address. The last bill was e-mailed to [redacted]  If the information provided to RG&E was incorrect, RG&E should have been notified shortly after the first bill generated which would have also generated an e-mail prompting her that an RG&E bill was ready for review.  Therefore, the consumption used during the time period of October 12, 2015 – February 22, 2016, is collectible.Enclosed, please find information regarding [redacted] which clearly states she was employed by [redacted] as well as Is [redacted] Sincerely, Mrs. W[redacted], Analyst RG&E Customer Appeals

This letter is in response to the complaint received by the Revdex.com from [redacted], regarding temporary service located at [redacted] from March 12, 2018, through March 26, 2018. RG&E records indicate that on...

March 12, 2018, at 11:35 am, Mr. [redacted] contacted RG&E to request temporary service. Also, a request for a $2250.00 deposit was required before service could be obtained. On March 26, 2018, a request was made for the service to be disconnected. On April 2, 2018, a final bill generated reflecting a $1507.01 credit which was refunded to him in the form of a check. Please see the attached bill for the breakdown of the monies.  The deposit amount was $2250.00, the interest applied was $1.24 totaling $2251.24; minus $743.46 which was for the gas and electricity used equals $1507.01. All of this information was explained to [redacted] on April 2, 2018.   As today, the refund check was mailed, and the account now has a zero balance.

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.
After having spoken to the RG&E representative I found her response to my complaint unsatisfactory. While friendly in manner, she did not provide adequate, or even reasonable, justification for the company's policy of sending final termination notices (which include a scheduled shut off date) within a mere five days of a bill coming due. I find these premature notices to be unjustifiable harassment and intimidation.  She confessed that the RG&E policy is stringent and that the communication sent to customers  can be "offensive." Having acknowledged this, would it not be prudent policy, indeed sound customer service, to revisit and reconsider this company policy? RG&E has a large number of complaints about its billing practices, many of which can be viewed on the Revdex.com website. According to a June 2014 Rochester [redacted] article entitled "Pulling the Plug", the paper found it a "mystery" why the number of final termination notices RG&E sent to its customers has almost tripled in the last decade (from 87,654 in 2007 to 206,375 in 2014) and queried the wisdom, or justice, of such a policy. As one such recipient of these harassing notifications (with only a five-day window before a final termination notice is posted , on multiple occasions in fact). This policy is truly scandalous. Even the most profiteering, and heartless, credit card companies do not threaten to terminate your card account when you miss a payment by a mere five days. So why would a utility company, that is providing an essential service (heat and electricity) to its regional customers? Additionally, RG&E expects its customers to be patient, understanding and flexible when it is often slow in restoring its service after a power outage or line failure, and yet cannot extend the same courtesy to its long-paying and reliable customers who occasionally go less than a week past the payment due date? Unacceptable conduct! I think the New York State Public Service Commission should revisit this issue.
Regards,
[redacted]

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 609 North Street, Rochester, New York 14605 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.

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 it. First off, I sent pictures of the same meter every time, so I do not know how it was correct one time and incorrect another. Second, although I did have electric heat, I never had the thermostat set above 65, and it was mostly set below 60. 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 cost. I 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 provided. What 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 none. Third, the response states that I did not make a timely response which is false. I called and emailed multiple times in the span of 2-3 months, repeatedly saying that I intended to pay the bill. Even 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 collections. If a 6 month bill collection is considered a timely correction, then I think RG&E must have multiple definitions of what they consider timely. 
Regards,
[redacted]

Dear [redacted] This letter is in response to the complaint received by the Revdex.com from [redacted], regarding the disconnection of electric service which resulted from a past due balance.    RG&E’s records indicate that on June 2nd we mailed Ms. Grooms a final...

termination notice  requesting $517.18 by June 19th.  The payment was not made and the service was interrupted for non-payment on June 21st.  Ms. Grooms satisfied the arrears on her account and a “same day” reconnection order was issued with specific instruction to turn off the circuit breakers prior to turning on the meter.  This is standard procedure and protects the safety of the customer and the serviceman. When the serviceman arrived there was load on the meter, indicating the breakers were still on. The meter remained off.  A 2nd reconnection order was issued for June 23rd.   [redacted] service as reconnected today at 12:15  without incident.     Sincerely,

This letter is in response to the complaint received by the Revdex.com from [redacted] regarding possible shared meter for service at [redacted]  RG&E attempted to reach Ms. [redacted] several times to schedule an appointment to...

perform the shared meter investigation but to no avail. On March 27, 2018, RG&E mailed a letter to the owner requesting that he contact RG&E to schedule an appointment to allow RG&E access to complete the investigation. As of the date of this letter, neither the tenant nor the owner has contacted RG&E to schedule the investigation.

This letter Is in response to the complaint received by the Better BusinessBureau from Ms. [redacted] regarding an overpayment in the amount of$1,102.46 which was received by RG&E on October 10, 2016.RG&E received a call from Ms. [redacted] informing them of the error. She 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 same. The nameand telephone number to the Appeals Department was left for her to return thecall.

This letter is in response to the complaint received by the Revdex.com from Christopher [redacted] regarding a high bill he received. 02/26/18 RG&E issued a high bill amount due to an actual read taken on Mr. [redacted] meter. Mr. [redacted] contacted RG&E to discuss why his meter was not being...

read.  The representative explained that his meter was read on 02/21/18 and company sent a letter explaining he would be receiving a high bill due to many estimates on his meter.  Mr. [redacted] was not happy with explanation and contacted the Executive Office of Appeals to discuss his issue further. It was explained to Mr. [redacted] that his billing statement will show if his usage is an estimate, actual read or customer read. It also explains in the message part of the bill that company has not read meter and needs to obtain an actual read. It was also explained that his account was coded bad dog, which has since been removed off his account. Mr. [redacted] was not satisfied and called back to the Executive Office and   expressed his concerns with his high bill which was a result of RG&E not reading his meter in a year. It was explained to him that we would not able to adjust his bill as the bill is for consumption his used. I offered to spread the bill out for 1 year which is the same amount of time his meter was estimated. However, he felt that an adjustment is warranted. He mentioned that he spoke with RG&E Customer service prior and they advised him that a $25.00 credit would be applied to his account. I also explained that we would also credit a second $25.00 from our meter reading department to see if they are willing to adjust another $25.00. However, I could not adjust the bill amount because the company is billing for service the he used. It was also explained to Mr. [redacted] that once the meter has not been read in 11months a letter will be sent to him explaining this.   Each month on his billing statements was also a message starting from July 2017.Mr. [redacted] has received a credit on his account for $50.00 and was also offered a payment agreement for the high bill amount to which he declined.  He has since paid total bill amount in full.  The coded for dog has also been removed.

Hello, [redacted] did the work and was sub contracted by RG&E. I sent the check to RG&E. Let me know if you need anymore info. [redacted]

This letter is in response to the complaint received by the Revdex.com from Ms. [redacted] regarding her account balance with Rochester Gas & Electric Corporation for service at [redacted]1.   RG&E records indicate that Ms. [redacted] was placed on a minimum payment agreement to pay $10.00 towards an outstanding balance in addition to her current bill on March 28, 2016.  As of her January 10, 2017, statement, her account was current with a payment of $211.45 due on or before February 2, 2017.  On February 3, 2017, a new statement generated with $211.25 as an unpaid amount.  On March 8, 2017, another statement generated in the amount of $478.28, with a past due amount of $263.40 which resulted in a reminder notice generating. Payments are due upon receipt of their billing statement, however, RG&E does allow 23 days for payment.  Unfortunately, when payment is not received on or before the payment date, it is considered late once the new bill generates. Unfortunately, due to her untimely payments, her minimum payment agreement canceled and the unpaid balance billed forward.  Therefore, a payment in the amount of $278.67 is required before her minimum payment agreement can be reinstated or a payment in the amount of $422.49 which is her total past due amount is required to prevent termination of service.

This letter is in response to the complaint received by the Revdex.com from [redacted] regarding a prior settlement for a Bad Debit An outbound call was placed to Ms. [redacted] to discuss her concern regarding an unpaid amount of $1752.09.  A complete review of all her accounts...

with RG&E were explained to Ms. [redacted] in detail   The unpaid amount of $1752.09 was not the amount she had owed in 2002 that she stated she had settled with the Collection Agency. It was further explained that the amount she now owed was from [redacted] Leroy, NY service dates 09/01/14 thru 05/24/05 for $938.81. She then moved into [redacted] Rochester, NY, service dates 06/30/11 thru 12/07/11 and unpaid balance from Final Bill.  Ms. [redacted] stated no had explained to her the dates of this unpaid balance. She stated she now understands and will contact company to request a payment agreement for this balance of $1752.09 Ms. [redacted] was satisfied with the explanation of amount owing and stated she will accept responsibility for the unpaid balance  Ms. [redacted] contacted RG&E today 04/10/17 and requested new service to be placed into her name as of 04/15/17 for [redacted], Rochester, NY and has also entered into a Standard Installment plan and has paid down payment of $298.00.

This letter is in response to the complaint received by the Revdex.com from Ms. [redacted] regarding a write off balance in the amount of $1,427.00 originating from [redacted], Rochester, New York.  RG&E records indicate that on June 18, 2009, [redacted]...

came into the local office to request service at [redacted], [redacted], Rochester, New York 14607 with an effective date of June 19, 2009.  She completed a residential service application which is attached for your review and provided two forms of identification which is also attached. Ms. [redacted] was advised several times that this debt was accumulated by her; therefore, it is not considered fraud.

October 28, 2015 Revdex.com [redacted] 100 Bryant Woods South Amherst, NY 14228 ID # [redacted] Account #:  [redacted]          Dear Ms. [redacted] This letter is in response to the complaint received by the Revdex.com from Dr. [redacted],...

with regard to the RG&E’s collection policies and procedures I spoke with Dr. [redacted] on October 27th and explained RG&E’s collection policies are governed and approved by New York State Public Service Commission.  RG&E has become more aggressive with expediting the required notices within our billing parameters.  Unfortunately, Dr. [redacted] has received several final termination notices because his payments met the 5 day threshold past the due date on his bills.  When a payment is 5 days late the collection practice is started and will continue until either the payment is received or the service is disconnected. I apologized to Dr. [redacted] and explained the contents of the letter is very strong and can be offensive.  I suggested other methods of payments such as direct debit which would eliminate any additional final termination notices in the future. While speaking with Dr. [redacted] the call was disconnected.  I attempted to call him back and left my contact information on his answering machine. Sincerely, Paula B[redacted], Analyst RG&E Customer Appeals

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.
[redacted]I understand that the lines were dug up and they were at
the proper depth (by my contractor and [redacted]), problem with dig lines
equipment I heard, but the tracer line still isn't fixed so no one knows
where the old pipe is which the new plastic tubing runs through. If dig
line shows up, which they will be at my house again next week, they
will not let anyone dig on my property and [redacted] will have to fix it
then I would assume? I will close this complaint when the tracer line is
fixed, All I'm asking is to finish the job I paid for. I can't believe
how much  time I am putting towards this. Unbelievable. I also did talk
to a representative on 8/31 (a very nice man) for a couple minutes to
explain the situation and no other appointments have been set up for the
future. Not sure why you guys want me to close this complaint when the
work isn't done???? Please explain your reasoning, maybe I'm out
of line or not understanding something, but to my knowledge, right now
no one can find the gas line in front of my house to my ......
Regards,
[redacted]