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RG&E complaints

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89 East Avenue
Rochester, NY 14649 | Get Directions

(800) 743-2110

http://www.rge.com

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Total Amount in Dispute:
$12,316.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the business has not responded to customer complaints brought to its attention.

Complaint Closing Statistics

8 complaints against RG&E closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
8	Unanswered

8 complaints against RG&E

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3/31/2024

RESPONSE: Complaint was not answered Amount in Dispute: $4,777.99 Amount Settled: $0.00

Customer Complaint

3/5/2024

I received a really high bill from RG&E all within a month. I pay my bills on time every month and had a zero balance. I received my next bill for the month of March and it's $4777.99. RG&E states it's because they've been estimating me for my electric for 32 months because of no access and they are also charging me an additional $25 no access fee. I explained to them there is always someone home so they can access my meter that RG&E never sent anyone out to read it! I feel like this is not my fault and I should be solely responsible for this bill. How can they do this to there customers. I pay every month in full! I'm a single mom with 4 kids and can't afford to pay this ridiculous amount for an energy bill. If you need the bill I can submit if need be. Resolution Sought I would like the business to drop the charges due to there lack of sending out a meter reader. This no access thing is a lie. I always had someone home to allow access but they never sent anybody!

1/23/2024

RESPONSE: Complaint was not answered Amount in Dispute: $1,595.38 Amount Settled: $0.00

Customer Complaint

12/28/2023

We have paid 800 for this month alone and we are still told they will shut us off if not paid in full by end of December. We requested a pole and box check for accuracy over a year ago. Nothing has been done and billing threatens to hang up if you disagree with anything they say. Prices are almost triple what they were from a year ago. They hold you hostage, give you no answers except what there teleprompter tells them to say than threatens to hang up when you try to get them to provide answers. Resolution Sought I want them to check the pole and box for accuracy of bills like I asked a year ago. I would prefer someone watched them do it and made sure it was accurate since they have shown there inability to be accountable or approachable. I would also like to know why they are legally responsible to help you but they only threaten to hang up on you. Since when was this method of doing business considered acceptable?

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