Rochester Gas & Electric Corporation

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.  The arborist was very helpful and a crew came to remove the debris within a few days of his call.
Regards,
[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 on February 28, 2017 at 3:43 pm, a credit card/debit card payment was made via the Kiosk in the amount of $211.45.  A receipt should have printed with the customer’s account number, receipt number, a previous balance of $474.85, payment amount of $211.45 and the new balance amount of $263.40.  The receipt would also serve as a reminder of any and all past due balances.   On March 1, 2017 at 8:12 pm, an automated call was made to Ms. [redacted] to inform her of a past due amount. A voice mail message was left. On March 3, 2017, RG&E mailed a reminder notice to [redacted]1. The notice was a reminder that Ms. [redacted] was behind on her payment agreement in the amount of $263.40 and to avoid receiving a termination notice and the possibility of her payment agreement cancelling, a payment must be received on or before March 13, 2017. On March 27, 2017, RG&E mailed a final termination notice in the amount of $872.49 to be paid on or before April 13, 2017 to avoid interruption of her service.On April 7, 2017, RG&E records indicate that a credit card/debit card payment was made via the Kiosk at 4:23 pm in the amount of $250.00.  The Kiosk receipt should have started off with a balance of $1327.76, minus the $250.00 payment, leaving a balance of $1077.76.On April 10, 2017, RG&E records indicate that a credit card/debit card payment was made via the Kiosk at 3:38 pm in the amount of $200.00.  The starting balance on her receipt should have been $1077.76, minus her $200.00 payment.  The balance on the receipt should have been $$877.76 which is the total amount due on the account as of today.RG&E has followed all of the guidelines under the Home Energy Fair Practice Act pertaining to billing, payments, payment agreements and notices.  Also, RG&E has made an attempt to reach Ms. [redacted] by telephone as a courtesy to remind her of her past due payment.Therefore, a payment in the amount of $288.67 is required on or before April 28, 2017 before her minimum payment agreement can be reinstated with an outstanding balance of $599.09.

This letter is in response to the complaint received by the Revdex.com from Desire Giddens regarding the activation of new utility services at [redacted].   RG&E’s records indicate the gas and electric meters associated with [redacted]’ apt. were located in...

the locked basement, which [redacted] didn’t have access to.  On 6/4, RG&E couldn’t gain access to the meters due to the basement being locked. On 6/13, the RG&E serviceman attempted to contact [redacted]’ by phone as instructed with a 20 minute call ahead.  Because the serviceman phone # is from a “blocked” phone # [redacted] didn’t answer the phone, resulting in another missed appointment.    Today, RG&E’ serviceman met with [redacted] and her Landlord the both meter were turned on and service was placed in her name.

This letter is in response to the complaint received by the Revdex.com from Matthew S  Moore regarding switching his supply charge from Clean Choice Energy (ESCO) back to RG&E. The process from switching supplier as noted in the  STATE OF NEW YORK PUBLIC SERVICE COMMISSION...

UNIFORM BUSINESS PRACTICES CASE 98-M-1343  is as follows: Customer contacts the ESCO to end contract and request to return to RG&E or switch to another ESCO company   RG&E receives an EDI notice from ESCO and issues a letter to the customer to verify switching request is correct and valid.  The customer’s account is then switch with next billing cycle.

For your review and final determination.

Revdex.com:The letter did not address the fact that the representatives made mistakes, multiple times. I went to the local office on Friday, October 30th, as suggested, and was told that they couldn't help me because everything had happened on the phone and the office is separate. They told me to call customer service. I called customer service and they told me to call the appeals department. I called the appeals department to try and speak with Louise W[redacted] but she was not in the office. I was finally able to speak with Ms. W[redacted] on Monday, November 2nd, and although we came to the conclusion that I would restart my payment plan starting this Friday, November 6th, I still feel frustrated with RGE. I felt like Louise was more concerned with making sure that I was back on a payment plan than the fact that there are problems within their customer service department. At this point, I am frustrated with the entire process and with how I was treated on the phone. I wouldThe letter did not address the fact that the representatives made mistakes, multiple times. I went to the local office on Friday, October 30th, as suggested, and was told that they couldn't help me because everything had happened on the phone and the office is separate. They told me to call customer service. I called customer service and they told me to call the appeals department. I called the appeals department to try and speak with Louise but she was not in the office. I was finally able to speak with Louise on Monday, November 2nd, and although we came to the conclusion that I would restart my payment plan starting this Friday, November 6th, I still feel frustrated with RGE. I felt like Louise was more concerned with making sure that I was back on a payment plan than the fact that there are problems within their customer service department. Overall, I was not satisfied with how I was treated on the phone. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

October 23, 2015 Revdex.com [redacted] 100 Bryant Woods South Amherst, NY 14228 ID #     [redacted]
[redacted]        Dear Ms. [redacted], This letter is in response to the complaint received by the Revdex.com from Ms....

[redacted] regarding her service being terminated for non-payment. Per RG&E’s records Ms. [redacted] had been receiving termination notice since the last payment on her account dated 04/16/15.  Along with the termination notice RG&E was also sending an option to enter into a payment agreement letter. 08/05/15  RG&E scheduled an order to disconnect electric, due to electric and gas meter being inside of home, gas was shut off at the curb. 09/08/15  RG&E’s Customer Service Department received an email from Ms. [redacted] explaining that she did not have any gas service to her home and had an electrician check her hot water tank and found it to be working correctly and she did advise she did have electric service in her home. RG&E responded to her email explaining to her that she needed to contact RG&E’s Collection Department and provided the phone number due to the fact her gas had been shut off.  She was also provided the hours they were opened for her to contact from 7am to 7pm.09/16/15  RG&E disconnected electric service from the Riser on the home.09/22/15  Ms. [redacted] contacted RG&E’s Collection Department and paid $987.00 to have both her electric and gas service reconnected.  It was explained to her that someone over the age of 18 needed to be open to provide access to the meters and also to relit the pilot for gas service. It was explained to her that once electric was reconnected RG&E would send a serviceman to turn gas back on.09/22/15  RG&E reconnected electric service.  RG&E’s gas crew arrived atMs. [redacted]’s home after electric was reconnected, but no one was at home to allow access to gas meter. 10/05/15  Ms. [redacted] contacted RG&E to request again to have her gas service reconnected.  She was advised that someone needed to be home to allow access.  The order was then scheduled for 10/13/15 and when serviceman attempted to turn gas service on he found that the meter failed the static test and issued a red tag on meter that needs to be repaired and left gas off.  Ms. [redacted] had to sign the Red Tag for RG&E’s files and she was also provided a copy.Ms. [redacted] has not contacted RG&E as of yet to advise repairs have been made to have Red Tag removed and gas turn on.RG&E will not be providing any credit to Ms. [redacted]’s account due to the fact company had been sending Reminder Notices along with Termination Notice and also including a message on her billing statement, stating she had a past due amount that needed to be paid to avoid any Collection Activity to her account. RG&E also sent Agreement offer letter to avoid termination of service.An outbound call was also placed to Ms. [redacted] along with this response but there was no answer and phone message stated mailbox was full, so company was  unable to leave a message to call back to further discuss her concerns if needed.Sincerely,Mrs. B[redacted]RG&E Executive Office of Appeals

March 7, 2016  Revdex.com [redacted] 100 Bryant Woods South Amherst, NY 14228   ID#               11184879 Account #     [redacted] Dear Ms. [redacted], This letter is in response...

to the complaint received by the Revdex.com from Ms. [redacted] regarding a property at [redacted] RG&E had finaled account # [redacted] on 03/09/15 that was in the name of [redacted] for both electric and gas service.  RG&E was not provided access to read gas meter that was in the basement to final the account with an actual read so account was finaled with an estimate. RG&E recently obtaining an actual read for gas service on this meter, [redacted] prior account  was back-billed for the time frame they were responsible for service for gas usage that had been estimated in error. Since service was taken out of [redacted] and  a Final Bill was issued RG&E will not  bill them for prior unbilled gas usage. RG&E has adjusted this account and will be refunding the amount of $1018.59.RG&E has placed an outbound call and spoke with [redacted] regarding options to receive a refund for the amount of $1018.59.  Ms [redacted] stated she would like money refunded electronically to bank account.  RG&E will transfer this amount. Sincerely,Mrs. B[redacted]RG&E Executive Office of Appeals.

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 6/28 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.

This letter is in response to the complaint received by the Revdex.com from Mr. [redacted] 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 accurate. On December 22, 2017 RG&E successfully obtained another meter read which was in line with the previous read. The read indicates the energy has been consumed and the billing is correct.