ComplaintsforGainesville Regional Utilities

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After nearly 10 years using GRU, using autopay- I’ve had no issues until today 7/30/2024. My power was abruptly cut off- when called to ask what was going on- was told that my bill was delinquent by >1 year. I asked how this could be? I was set up on autopay. The rep told me that I never had autopay. She was very insistent that I was at fault- and that I needed to pay about $3000 to have my power reconnected. When asking additional discovery questions- it was admitted their system changed around the time my billing stopped. After reviewing multiple bills, She said “Oh, you did have autopay.” She was able to reduce the amount needed to 2800+, with an additional 300+ due by the end of the week. I inquired as to how they let me slide for a year of free power with no communication? Stated that they send mail. I pointed out that mail is a pretty indirect way to deliver important messages these days, and my mail is currently being held due to residence getting new mail system. I let her know this error was on their end and it was ludicrous that I was put in this position. She continued to treat me as if I were a criminal. CLEARLY if the issue began at the start of their system change, and my payment was fine until then, they either ought to communicate more effectively to their customer, not treat their customers like criminals, and be able to recognize their own shortcomings- rather than let a massive bill accumulate, them essentially extorting the client over a year later, power cut off. This was not only terrible customer service with callous, nearly smug disregard to those they serve, but utter incompetence. I’ve never had an issue before, but this one was enormous. I understand why GRU is so despised. It’s a shame they have a monopoly on Gainesville. It makes me ill to see they are ranked so highly on the BBB.

  Business response

  08/13/2024

  Dear ****** ******,
   
  Thank you for your correspondence. Further review of your account showed autopay was cancelled on 2/17/2023 when the payment of $236.67 was returned due to insufficient funds. Unfortunately, when we migrated to the new system, there was an error with out delinquent process. Although, you weren't disconnected, nor were you accessed any late fees, we continued to provide you with the bills and delinquent letters when necessary to the mailing address on file. Please note, it is the customer's responsibility to create a profile to manage online.
  
  We’d like to ensure that your experience with Gainesville regional utilities is of the highest quality. It is our commitment to provide continuous improvement and your feedback will help us reach our goals. We regret that you did not receive the service you deserved. Please be assured we are working to eliminate these types of problems.
  
  Unfortunately, no other charges can be waived at this time as the original cause of this was not a GRU error. Our records show the account is now enrolled in autopay so future payments will be scheduled to draft on the due date reflected on the bill.
  
  If you have any questions or need further information, please contact Customer Service by email or by telephone at the numbers listed below.
  
  Thank you for using our online service,
  
  Customer Service 
  Gainesville Regional Utilities 
  301 SE 4th Ave 
  Gainesville, FL 32601 
  ***** ********
  Toll free **************

  Customer response

  08/13/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

   

   I am aware maintaining profile is my responsibility. I should have paid closer attention. That is my mistake. I have already owned this. I will certainly be very carefully monitoring the service that I pay GRU for in the future. Thanks for pointing this out again. 
  
  Per GRU.com: “Any bill not paid in full on the 14th day after your payment due date shall be eligible for service disconnection.” This is  reasonable. As I haven’t seen the letters that have been sent, and no one is able to make a call or automated email (I get several inconsequential emails from GRU frequently), power being shut off would certainly communicate something is wrong and needs follow up.

  Allowing an account to be delinquent for over a year - then cutting off power, and expecting a considerably large payment with little flexibility is unreasonable.
  
  Whatever occured with GRU’s system migration has been cited in the response as an issue, yet the apology is “we are sorry you do not feel you got the service you deserve, the issue did not originate with GRU. It is the customer’s responsibility to maintain their profile” after aknowledging system migration caused an error with delinquent accounts? Yet- GRU is unwilling to accept accountability for this- or to apologize for the year and a half of unpaid service, then demanding this large sum of money all at once? 
  

  I didn’t anticipate the waiving of fees- but it seems to me it’s easy enough to take accountability and say “this occurred with our system- we are sorry it happened.” I’m a reasonable person, and this would have sufficed. 
  Instead “this is all on you, we are blameless. We pride ourselves on quality, so sorry you didn’t get what you felt you deserved.”

  I’ve never had an issue with GRU before this enormous one, save for the snarky associates I’ve dealt with in the past when moving services. “Were you going to tell us you were moving, or just hoping for the best?” I did inform that associate politely that this was the reason for my call- BEFORE the move. However, I see that going into situations assigning blame to and assuming the worst of customers is a part of GRU’s culture.

  At this time, I have paid GRU in full. The opportunity for an apology for service failure was extended- and it seems, handed back. 
  GRU has no competition, so I can understand how quality and customer service have become unimportant to this company.

  No further action is required. I want it to be known that this response was not satisfactory and that customer service is abysmal. 

  Regards,

  ****** ******

• Initial Complaint

  06/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I moved on March 1, 2024, account number ************. My last bill provided was in the excess of $400+, a winter month in which in the past never exceeded $200. I paid amounts toward the exorbitant amount, and received a final bill notice for $261.40 to be paid on 06/21/2024, but logged into pay the remainder and the website increased the amount to $321. A 25% fee was charged for the "internal" collection agency. An additional $63.00 charged overnight, on the weekend. I am sure GRU has no issues with the criminal amounts of their fees, and o course since they are a private entity, I cannot report their actions to the ***.

  Business response

  06/27/2024

  Dear ****** ********,
  
  Thank you for your inquiry. Our records show the final bill amount of $381.40 was due 3/26/2024. Prior to your payment of $261.40 on 6/23/2024, we received a partial payment of $120.00 on 4/6/2024. Since the total amount remained unpaid and no response to our collections letter, the account was referred to collections and a fee of $65.35 was accessed.
  
  Your account has a remaining balance of $65.35; which still needs to be paid. The copies of bills are attached for your records.
  
  If you have any questions or need further information, please contact Customer Service by email or at the telephone numbers listed below.
  
  Thank you for using our ****** service, 
  
  

  Customer response

  06/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: charging an additional $66 is unacceptable since there was not a referral to an actual collection agency. A 25% fee is robbery. This is an unethical fee.

  Regards,

  ****** ********

  Business response

  07/02/2024

  Dear ****** ********:
  
  Thank you for your correspondence.  Our records show your outstanding balance was reported to the credit bureau.  Therefore, the fee is valid and stands.
  
  You may make the payment either to the collection agency or to GRU.  To make arrangements through the collection agency, please contact ****** *********** ********, INC at ***** ********.  To pay directly to us, send your payment to ** *** ******* ***********, FL 32614-7051 and reference account number ***************  Payments received here will be reported to ****** *********** ********, INC, nightly.  However, it may take up to ninety days for the credit bureaus to update their information.
  
  Thank you for using our ****** service,
  
  Customer Service
  

  Customer response

  07/02/2024

  Thank you for your assistance. 
  GRU is the absolute worst electric utility provider in Florida. I will pay the additional $65.00, which they did not stipulate the amount due on the reply. I can only hope they do not attempt to overcharge me again.

  Customer response

  07/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: i will pay the additional 25% charge. But please be aware, GRU is the absolute WORST utility in the state of Florida, run by good old boys and criminals.

  Regards,

  ****** ********

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Current Account Balance: $4,044.93 03/15/2023 100 - 03/12/2023 80 - 02/17/2023 210 - 02/08/2023 38 - 02/06/2023 560 - 02/03/2023 50 - 02/03/2023 50 - 01/09/2023 100 - 12/12/2022 224 - 11/23/2022 137 - 11/18/2022 250 - 10/27/2022 204.31 - 10/10/2022 200 - 09/13/2022 350 - 08/15/2022 125 - 08/12/2022 200 - 07/14/2022 331 - 06/07/2022 175.03 - 04/29/2022 211.73 - 04/08/2022 165.67 - 03/15/2022 313.84 - 02/11/2022 284.64 - 01/13/2022 248.23 - 12/10/2021 419.36 -

  Business response

  04/05/2024

  Dear ******** *****:
  
  Thank you for your correspondence. Our records show that the last payment we have on file for services at **** ** **** *** *** * was on 3/15/23 of $100. That payment brought your balance down to $808.87. Since then, your bills have been unpaid and the outstanding balance owed is still due and payable. No adjustments shall be made as you utilized the services and failed to pay for them. You also failed to uphold your end of numerous payment arrangements and your services have been terminated as dictated per policy. Unpaid bill dates from the March 2023 bill, are listed below.
  
  3/21/23 $270.80 Due 4/11/23 (Already included in $808.87 total) 
  4/18/23 $310.82 Due 5/10/23 
  5/17/23 $290.97 Due 6/8/23
  6/16/23 $405.31 Due 7/11/23
  7/19/23 $360.50 Due 8/10/23
  8/17/23 $431.42 Due 9/8/23
  9/18/23 $368.70 Due 10/10/23
  10/17/23 $293.87 Due 11/8/23
  11/16/23 $239.72 Due 12/8/23
  12/18/23 $236.82 Due 1/9/24
  1/18/24 $307.47 Due 2/9/24
  1/31/24 $159.52 Due 2/22/24 (Refund of Security Deposit $220 took place on final bill).
  Interest Paid on Deposits totaled $1.07
  
  This leads to your final outstanding balance of $4044.92 and we have attached all these bills to this portal for your records. Financial assistance if needed may be available by contacting ****** *** at (**** ********.
  
  If you have any questions or need further information, please contact Customer Service by email or by telephone at the numbers listed below.
  Thank you for using our online service. 
  Sincerely, 
  Customer Service 
  City of ************ *********** ******** *********
   
  Phone ************
  Toll-free **************
  ** *** ******* ******* ****
  ************ ** *****
  Note: Under ******* law, email addresses are public records. If you do not want your email address disclosed in response to a public records request, do not send electronic mail to this entity. Instead, contact this office over the phone or in writing. 
  
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please see *attached document

  Customer response

  02/28/2024

  Hello. I *m attaching the document *s requested. I did attach it earlier but apparently t didn't go through. I checked the file size *and format* *and it is within your parameters. I hope this time it works. Please let me know if it doesn't. Many thanks.

  Customer response

  02/28/2024

  Hello. I *m attaching the document *s requested. I did attach it earlier but apparently t didn't go through. I checked the file size *and format* *and it is within your parameters. I hope this time it works. Please let me know if it doesn't. Many thanks.

  Business response

  03/04/2024

   ****** *******
  
  Thank you for your correspondence. Our records show we sent you a letter on ******** *** left you a message on your voicemail on ******** advising you of the past due balance of ******* from your previous *address. There was a system error in transferring the balance from your inactive *account to your *active *account. Since there was no response* the outstanding balance was drafted along with the current bill at that time.
  
  The total balance ******* is * final bill from service address **** SW **** ST. The final of ******* is for services from ********** to **********. The bill dated ********** of ******* is for services from ********* to **********. The last payment of ******* made on the *account on ********** was for the bill dated *********; which covered the services from ********* to *********. * copy of those bills have been provided as an *attachment for your records.
  
  Due to the system error* we will waive the return fee *and allow installment payments to pay off the outstanding balance of *******. Please contact customer service as soon *s possible to discuss an arrangement so it can began on your next bill. The remaining balance of ******* must be paid by and on *********.
  
  If you have any questions or need further information* please contact Customer Service by email or by telephone at the numbers listed below.
  
  Thank you for using our online service*
  
  Customer Service
  *********** ******** *********
  *** ** *** ***
  ************ ** *****
  ***** ********
  Toll free *************

  Customer response

  03/05/2024

  [To assist us in bringing this matter to * close* you must give us * re*son why you *re rejecting the response. If no re*son is received your complaint will be closed *administratively Resolved]

   

  I *m rejecting this response because:

  If there is any amount owed for the previous property* it cannot possibly be in the vicinity of *** dollars. I stopped leaving at the property in mid-September ****. I kept the account active at the realtor's request* but there was no one in the house until the account was transferred to the new occupants. In mid-September when I stopped living there I turned off the circuit breakers for most parts of the house* including the *air conditioning and kitchen and only left a light bulb (LED) on in the premises to act as a pilot light. The usage of that light bulb cannot account for * ***+ dollar bill. If the bill is based on an actual* reading of the meter* then the GRU should check for malfunctions of their meter. * malfunction could also explain why for one of the previous bills (that was issued and paid for while I was still living there)  there  as a spike from about monthly utility bill to when the household usage hadn't changed at all. 

  On another note* I cannot fathom how GRU staff was able to leave a voicemail* since until this past Monday I had no voicemail service set up on my phone. The only correspondence I received from the GRU pertaining to my previous account was the letter attached to my original BBB complaint. 

  I also request that the allegedly due amount for the previous property be entirely removed from the billing pertaining to my current GRU account. The current account is in perfect standing (just like the previous account was all along)* and the inclusion of * completely unrelated charge (whether or not ultimately proved to be legitimate) amounts to an incorrect business practice which can potentially (and unfairly) affect the standing of the current account.

  Regards*

  ****** ****** to insure that the electricity meter is working properly

  Customer response

  03/08/2024

  In spite of admitting that the processing of the ******* w*s * system error* the GRU has taken  the same amount from my bank account yesterday* throwing my balance into negative. This is unacceptable. The day when I replied to the business I rescinded all *authorization to take money of my bank *account for *any past or present *accounts* yet GRU went ahead and did it again. I *m now hundreds of dollars in the negative on my account* with no ability to buy food *and pay for vital needs. 

  I note that in its response* the business has provided * breakdown of the amount allegedly owed for the past utility account. The breakdown not only includes the period since I vacated the premises until I officially sought disconnection* but it goes beyond that date as well. Their breakdown simply doesn't make sense. The business is yet to reply.

  Customer response

  03/11/2024

  In spite of admitting that the processing of the ******* w*s * system error* the GRU has taken  the same amount from my bank account yesterday* throwing my balance into negative. This is unacceptable. The day when I replied to the business I rescinded all *authorization to take money of my bank *account for *any past or present *accounts* yet GRU went ahead and did it again. I *m now hundreds of dollars in the negative on my account* with no ability to buy food *and pay for vital needs. 
  I note that in its response* the business has provided * breakdown of the amount allegedly owed for the past utility account. The breakdown not only includes the period since I vacated the premises until I officially sought disconnection* but it goes beyond that date as well. Their breakdown simply doesn't make sense. The business is yet to reply.

  Business response

  03/11/2024

  ****** *******
  
  Thank you for your correspondence. Though the draft was *a system error* since the balance was billed under your name* you *re still responsible for the charges; unfortunately* we are unable to remove the bill charges under any circumstances. Further review of our records show you were previously notified of the charges on ********* when you requested to end the services effective ********** cancelled autopay and failed to make arrangements prior to the transfer. as previously advised* please refer to the bills provided to you. Due to the system error* we will waive the return fees and allow installment payments to pay off the outstanding balance of *******. Please contact customer service as soon *s possible to discuss an arrangement so it can began on your next bill. The remaining balance of ******* must be paid by *pm on *********. Failure to contact us won’t resolve the issue. Therefore* it is very imperative you contact us as soon as possible.
  
  If you have any questions or need further information* please contact Customer Service by telephone at the numbers listed below.
  
  Thank you*
  
  Customer Service
  *********** ******** *********
  *** ** *** ***
  ************ ** *****
  ***** ********
  Toll free *************

  Customer response

  03/12/2024

  [To assist us in bringing this matter to * close* you must give us a reason why you *re rejecting the response. If no reason is received your complaint will be closed administratively Resolved]

  I *m rejecting this response because:

  You have not addressed any of the matters I raised in my previous correspondence. The issue at hand is that once again you accessed my bank account to take close to  without any authorization to do so. I have specifically prohibited the GRU to touch my bank account* both by removing any *autopay option from past and current GRU *accounts* *and by way a letter submitted to you via the BBB. The GRU's *actions qualify as theft* and its *actions are illegal and unethical.

  Whether or not I owe any money to the GRU for my previous account is not a matter submitted to the BBB for consideration. It is therefore irrelevant to this complaint. I have already clarified my position in regard to the alleged debt and i am not prepared to further discuss it via BBB correspondence. You* in turn* are required to address your incorrect/illegal actions that prompted this complaint. Those actions have caused substantial harm to me and placed me in severe hardship. I seek to know how you explain them and what steps are you taking to rectify them. This is the matter that falls within the scope of this complaint* nothing else. 

  Regards*

  ****** ******

  Customer response

  03/27/2024

  Hello ********

  Thank you for your email. as you know* I filed additional information with the BBB concerning the escalation of my issues with the GRU* *about the fact that the GRU once again took ******* from my bank *account more than a week ago* triggering a new cascade of overdraft fees and financial strain. The GRU remained silent after this second unauthorized deduction* and on March  it abruptly disconnected my electricity. 

  I m*nagged to get hold of the GRU billing department on March ***** The customer service representative claimed that the disconnection was due to two payments being returned in the week prior to the disconnection* one being the ******* (second unauthorized deduction from my bank account) and the other being ******* (for my bill that w*s due on March **^th). The GRU further attached that a letter notifying me of the returned payments w*s mailed out on March ***** Obviously* I couldn’t possibly have received it by March ***** The GRU then amended this statement* saying that a letters have been sent out* one on March and one on March  

  While on the phone with the GRU* * family member checked the mailbox and found a letter only from the GRU pertaining to the ******** where there was no mention of potential disconnection. Instead* the letter stated that if or more returned payments happen in any given year* I may be prevented from paying online and instead be forced to attend the GRU offices in person to make payments. 

  Furthermore* the GRU website doesn’t show that the ******* payment was returned. Instead* it shows that it was successfully processed* please see screenshot below (it stated that the payment was received on March and  my next bill is not due until April *

   

  For claritys sake* the past amount due shown in the above screenshot includes the ******* that GRU claimed in connection with the old account.

  During my phone call with the GRU billing department* as I looked through bills pertaining to my old property* it *appeared that there were outstanding bills for my previous *account that was closed and months ago* totaling ******* (not *******) that had seemingly gone unnoticed or unaddressed by GRU. They should have been deducted from my bank *account ** months *go* when I still had *autopay set up for the old account* but had inexplicably slipped through the cracks* contributing to the unresolved balance* * situation further *aggravated by the GRU website incorrectly showing to this day that I have a balance for that *account. *As I finally understood where the *amount came from* *and *after checking my bank statements to verify that the payment hadn't been processed back in ***** I made a payment arrangement with GRU to pay the said amount. I still don't know why the GRU waited ** months to claim that payment* and why the aggressive stance *and unauthorized bank account deductions. 

  While I'm relieved that the order*l has finally been resolved through * payment *arrangement with GRU* I can't help but feel that this entire could have been avoided with better communication and accountability on GRU's p*rt. I feel that GRU’s decision to disconnect my electricity on March was a retaliatory *action in response to my complaint filed with the BBB. It makes no sense to disconnect services for a bounced-back payment of ******* that is a few days old (which is shown on the GRU website as having been paid successfully) * where*s the ******* that was returned shortly thereafter was *acknowledged by the GRU *s * system error. also* I believe it is unlawful for the GRU to disconnect my current services that have a perfect payment record for an amount *allegedly due for * different *address.

  I received another bill from the GRU and noted that the GRU charged me twice for the returned payments. I would greatly *appreciate it if you could please recommend to them that they credit back those amounts to my account* as a gesture of goodwill in response to the enormous mess they created. 

  Moving forward* I implore GRU to take the following steps to prevent similar incidents:

  **       Refrain from retaliatory actions in response to customer complaints.

  **       Provide adequate notice before resorting to service disconnection.

  *.       Ensure the *accuracy of account information displayed on the website.

  *.       Obtain explicit consent before initiating any financial transactions.

  *.       *Address outstanding balances promptly *and transparently to prevent undue hardship on customers.

   

  I sincerely hope that my experience serves as * catalyst for positive change within GRU's operations. Sadly* GRU is hiding behind unsupported claims and reasonings* instead of *accepting that* it was in the wrong and then it should change its practices. (See *attached) 

  Best regards*

  ****** ******

  Business response

  03/27/2024

   
  Thank you for bringing your concerns to our attention. We have thoroughly reviewed your account details including any conversations we’ve had with you either through BBB phone or letter. It is our final determination that the balance of ******* is due *and payable. Please see below.  
   
  Service began on **/****** *and ended on *********. The average bill at this *address during that time was ******* for Electric* water* wastewater* and gas services (See chart below for a breakdown of each bill and their payments). The most recent bill due at the time you placed your stop service request on **/** was ******* dated ********. at the time you placed your stop service request* we advised that you receive a final bill in *addition to the already outstanding charges. Those outstanding charges* plus the current bill *t the time are placed on your final bill *and given a* new due date. The last bill we received payment on this account was for the bill of ************** *and we received payment for that on ******** by direct debit *autopay. 
   
  Our records show* that you called on ********** *although your final bill had not yet been paid* to cancel your direct debit auto pay on this *account* therefore* making yourself responsible for payment* of *any changes due *and payable. 
   
  Before our customer Information System upgrade in March ***** our system would automatically transfer unpaid balances from previous *accounts to customers’ current or *active *accounts if they meet certain criteria. Due to the impending upgrade* we had to remove many *automated processes* therefore* the final bill balance described *above was never *automatically transferred to the *account where your next services exist.  
   
  ************ Billing History
   
  account was *also on direct debit *autopay* we wanted to make you aware of said transferred balance as the transferred balance and the current bill amount due for the active account charges* could prove * hardship we wanted to offer installments If needed. Our records show the transferred balance appeared on your  bill for  which gave you the due date of* more than enough time to forewarn on top of our previous efforts. When * payment is returned* it usually tries *gain *automatically to get the item paid* this is why you see the payment *attempted twice on your *account. Unfortunately, * this is * banking industry standard practice* with the basis being they’d rather check at least twice to make sure before putting people through the returns process that’s excessively expensive. This is why we could not stop the second debit of your *account. However* if a payment is returned when m*de by direct debit *autopay like your account was* it *automatically cancels the direct debit *autopay* to *wait customer action. This is why your account no longer debits for your GRU bill. 
   
  You have been disputing the charges since they *appeared regardless of *any proof we have provided that the charges are well within the billing *averages for the property and with all finality due and payable as we have never received payment for those charges. If you can provide proof to us that you did please do and we will do what is needed to clear your account of the charges. We would deduce that if such proof existed rather than dispute the charges* you would have provided that proof. 
   
  Since we can provide proof of said charges *and have no indication of them being paid* it is our final *assessment that the charges stand. We previously offered to reverse one set of the returned payment fees *and that offer still stands* but please understand* that we cannot reverse the charges for services rendered. 
   
  Our records do show* that you contacted us by phone and took us up on our offer to split the transferred charges of ******* up over your next six bills in $*** increments. We *are glad we were *able to *assist you with that which was always our goal from the beginning. 
  
  Examining the screen shots you uploaded this morning* our online system states the entire balance of *accounts regardless of their [deferred] due date. 
   
  We sincerely hope this *addressed *all of your concerns. 
  
  If you have any questions or need further information* please contact Customer Service by ema*il or by telephone *t the numbers listed below.
  Thank you for using our online service. 
  Sincerely* 
  Customer Service 
  City of Gainesville* *********** ******** *********
   
  

  Customer response

  03/27/2024

  [To assist us in bringing this matter to * close* you must give us * re*son why you *re rejecting the response. If no reason is received your complaint will be closed *administratively Resolved]

   

  I *appreciate your efforts to clarify the billing situation for **** The first customer service representative I spoke with that day insisted that the outstanding amount related to the period when I retained my old *account but no longer resided at the property. She forwarded me *all bills for the last year of occupancy *t the old premises* which I cross-referenced with my bank statements. Upon review* I discovered that the outstanding amount indeed pertained to the period prior to my move-out* with only * small portion covering the interim period between moving out *and closing my old *account. Consequently* I promptly took *action *and made arrangements to settle the owed *mount.
   

  Business response

  04/05/2024

  
  
  Thank you for your inquiries. The responses to your questions *re below.
  
  ** Beginning with your next bill* you will see the installments billed on each bill in the *adjustments; Service Charges are* of your bill. It will be billed *and *added to each month's payment. You will not see a running balance on the bill or online* as that option is not currently available from our vendor.
  
  ** Payments are limited to  or less each when made online using debit or credit cards. Using your banking information (routing number *and *account number) payments are *allowed.  Please note* however* you have not been billed for your installment plan yet so the payment needed by */***** isa
  
  *. We reversed the fees *associated with the return of the ******* payment. The only fee that remains is the one for the ******* payment. 
  
  *. Since we've forgiven the return for the ******* payment* your *account is eligible now to rest*rt direct debit *autopay* which you c*n set up online by logging into your online *account portal or contacting us by phone *and speaking with one of our Customer Service Representatives.
  
  If you have any questions or need further information* please contact Customer Service by email or by telephon.
  

  Customer response

  04/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish* you may update it before sending it.]

  Better Business Bure*u:

  I have reviewed the response made by the business in reference to  ********* *and find that this resolution is satisfactory to me. 

  Regards*

  ****** ******

   

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was contacted at 6:23pm for the first time regarding a returned payment. This payment was and is currently marked as received on February 16, 2024 on my account portal. I checked the portal daily in order to ensure this was accurate. They sent no notification nor any indication that the payment was pending or there were issues. There is no issue on my end, it is exclusively on theirs as this has happened in the past with this company in which I was charged another $30 fee for no account found when I in fact gave the correct account information and verified with my bank. The previous time this occurred I was spoken to as in an incredibly rude and unprofessional manner and they refused to refund the fee due to their error. This company has repeatedly overcharged individuals including myself which have been corrected by a meter reading. They are scammers and providing confirmation that payment was received and then notification that it wasn't after business hours when they are completely unreachable for over 48 hours is absolutely unacceptable and awful business. I look forward to hearing from you regarding and investigation and resolution to these unjust practices.

  Business response

  03/01/2024

  Dear ******** ********
  
  Thank you for your inquiry. When enrolled in EFT, the payments gets drafted on the due date reflected on the bill. Our records show the amount of $165.96 was drafted on 2/16/2024 from the information you provided and your bank returned it on 2/23/2024 for “Not Able to locate”. Therefore, this is not a GRU error.
  
  Your concerns are very important to us and it is our goal to provide you with accurate and quality service. We regret that you did not receive the service you deserved. We’d like to ensure that your experience with Gainesville Regional Utilities is of the highest quality. It is our commitment to provide continuous improvement and your feedback will help us reach our goals. This email inbox is shared with other employees and the concerns you expressed will be shared with members of management so that coaching can be provided.
  
  If you have any questions or need further information, please contact Customer Service by email or by telephone at the numbers listed below.                      
  
  Thank you for using our online service,        
  
  Customer Service
  Gainesville Regional Utilities
  301 SE 4th Ave
  Gainesville, FL 32601
  (**** ********
  **** **** **************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On my October GRU bill, they counted my water consumption as 0, the meter readings were from 25kG to 25kG. They read the meter on 10/30/2023. I received the bill on 11/06/2023. I read my water meter on 11/07/2023 and it was 28.8898kG. I went to GRU with the water meter reading picture but GRU refused to change my bill unless I have the photo taking on exact the same day they read the meter. And it is impossible. First I don’t know when they read the meter, second, I don’t know they will make mistake when they read the meter. The same thing happened few months ago. They count my water usage as 0 and then put two month’s consumption together as one month usage.

  Business response

  11/13/2023

  Dear ******** **:
   
  Thank you for your correspondence. Meter reads are set monthly based on your service address. We provide the expected next meter reading date on each bill in the top right-hand corner of the second page. If your home is outfitted with an AMI meter, the reads are taken that evening at midnight to capture the entire day's use. We also bill in whole thousandths, therefore, if you read your meter on 11/7 at 28 and we read it on 10/30 at 25, we of course would not change your read to the one on your photo because it's well after the date we read for monthly periodic billing. That use will be picked up on your next bill because we have to stop the billing at some point each month to prepare the bills and get them sent out. Unfortunately, it cannot be a date of your own choosing. Each bill states on the second page what your previous read was and on what date it was taken. Dates can vary from month to month due to weather and staffing but will always be based on what is captured in the field or through your smart meter. If ever your read is lower than the billed read and it was taken on the same day and you would like us to make corrections we would do that because there was obviously an error in the obtained read. Any use after the set meter read date, however, is picked up with the next billing cycle.
  
  If you have any questions or need further information, please contact Customer Service by email or by telephone at the numbers listed below.
  Thank you for using our online service. 
  Sincerely, 
  Customer Service 
  City of Gainesville, Gainesville Regional Utilities
   
  Phone ************
  Toll-free **************

  ** *** ***
  **** ******* ****
  ************ ** *****
  Note: Under Florida law, email addresses are public records. If you do not want your email address disclosed in response to a public records request, do not send electronic mail to this entity. Instead, contact this office over the phone or in writing. 

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My GRU water usage has been average most months but this past July it spiked. I have inquired with GRU and they said that it is what it is. My family was on vacation the entire month of July so it’s odd that we would see an increase while not using our home. I would like to understand what drove it up and why I’m on the hook for an additional $400. However after talking to them they have no way to assess why it would have spiked. From a customer standpoint I want to avoid future spikes and don’t feel that I should be responsible for payment of this outlier amount when there is no rationale behind it.

  Business response

  09/26/2023

  Dear ***** *** ********* ******:

  
  Thank you for your correspondence. Unfortunately, without being in your home GRU cannot expressly advise the difference in consumption spikes. Our records show that the billed read was confirmed and therefore, no error on our meter reader. If you were away from home during the billing period in question, was your irrigation system if you have one timer reset for some reason? Could the use be from theft because others noticed the premises were empty? Is there a water-using item in or around the home you usually turn off when not in use to monitor the water used? Did any sod get replaced or landscaping installed that required additional watering? Did you wash any cars or other equipment, or power wash any outdoor surfaces? We have to have some kind of reasoning from the property owner to guide what GRU can do. If you had a documented water leak, we have a process for that. If you were, however, the victim of theft, there is no GRU recourse. If you did have a large water, use event like the ones previously stated and the water did not return to our wastewater system, then we may be able to credit a portion to normal use of the wastewater charges. We would love to assist you further but cannot without a documented event explaining the excess water consumption. 

  
  GRU does offer free energy surveys by calling ************, although the water use has returned to normal maybe the inspection can uncover something that could be an indication as to the heightened consumption.

  
  Our records show your account balance is $691.87. Please advise if you require additional time to pay or if you would like an installment payment plan for up to six bills to assist in making the payment.

  
  If you have any questions or need further information, please contact Customer Service by email or by telephone at the numbers listed below.

  
  Thank you for using our online service. 

  
  Sincerely, 
  Customer Service 
  City of Gainesville, Gainesville Regional Utilities
   
  ***** ************
  Toll-free **************
  ** *** ******* ******* ****
  ************ ** *****

  
  Note: Under Florida law, email addresses are public records. If you do not want your email address disclosed in response to a public records request, do not send electronic mail to this entity. Instead, contact this office over the phone or in writing. 

  Customer response

  09/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Nothing changed at the residence during the period in question. Sprinklers are on well water, not GRU. No car washing because no one was home. If there had been a leak of any kind which there was not because all levels returned to normal the next month and all months hence forth, the customer service by GRU was not there out of care and concern since I wasn’t even alerted about the bill until two months after the spike and then told to pay an exorbitant amount that is not justified. I’ve been living here for 6+ years and you can analyze all other months during my 6 year tenure are all normal. This is an outlier that I’m advocating for you to adjust on my payment. It’s very frustrating to be told to pay a higher amount with no explanation and have zero recourse when my historical usage is very predictable. 
  

  If there had been a month over month spike, I would agree that something was up, but I cannot justify this large number expense increase when I wasn’t home and it is very uncharacteristic of my normal billing. 
  

  my request is that you omit July payment.

  Regards,

  ********* ******

  Business response

  10/03/2023

  Dear ***** * ********* ******:
  
  Thank you for your correspondence. Unfortunately, we cannot reduce the charges as the meter reads confirm the use. Without some sort of leak event there is no recourse available from GRU for the charges as they have been validated. We can offer as previously stated a payment plan and maybe you have recourse via your insurance policy if the premise was empty, you may've been a victim of theft, something GRU also has no available recourse for. We sincerely apologize for the inconvenience, however, GRU cannot be held liable for outliers.  
  
  If you have any questions or need further information, please contact Customer Service by email or by telephone at the numbers listed below.

  Thank you for using our online service. 
  Sincerely, 
  Customer Service 
  City of Gainesville, Gainesville Regional Utilities
   
  ***** ************
  Toll-free **************
  ** *** ******* ******* ****
  ************ ** *****

  Note: Under Florida law, email addresses are public records. If you do not want your email address disclosed in response to a public records request, do not send electronic mail to this entity. Instead, contact this office over the phone or in writing. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m paying for someone else bill and I feel like everybody is responsible for there bill that’s in their name not only that you saying because I used my email to help my mom get an account so we can have documentation to give to her landlord to move in even with me showing a lease you still believe I stay there

  Customer response

  08/21/2023

  My number is **********

  Business response

  09/15/2023

  Dear ******* ******
  
  Thank you for your correspondence. Please contact our Revenue Assurance Department by phone at ************ or by email at [email protected] to discuss your concerns. If you have already, please disregard this email.

  If you have any questions or need further information, please contact Customer Service by email or by telephone at the numbers listed below.

  Thank you for using our online service. 
  Sincerely, 
  Customer Service 
  City of ***********, *********** Regional Utilities
   
  Phone ************
  Toll-free **************
  ** *** ******* ******* ****
  ***********, FL *****

  Note: Under Florida law, email addresses are public records. If you do not want your email address disclosed in response to a public records request, do not send electronic mail to this entity. Instead, contact this office over the phone or in writing. 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into my current apartment on 6/1/*0*3, and have never been a customer of GRU prior. I started my service online and got a confirmation from GRU stating that I did not have a security deposit and no money was needed (see attached file). I did not hear anything from them until 6/*5/*3 stating that I was required to put down a $*18.00 security deposit and since I never did, they reverted the electric back into the apartment complex name. As I stated, I got the confirmation of service from them stating I did NOT need a security deposit. I should not be liable for this security deposit (I will pay any bill from 6/1/*3 on) since I got confirmation that I did not need one. This needs to be resolved ASAP. I know my mom had the same issue with GRU regarding not even getting a bill for * months. How many complaints does this place need for something to get done? I would like a supervisor to call me.

  Business response

  07/05/2023

  Dear ****** ********:
  
  Thank you for your correspondence. According to our records, you were also sent a letter advising you of your $*18 security deposit requirement. Please see attached. We are also providing you with a copy of the Positive Identification report pulled that triggered your security deposit requirement of two times the average bill at any service address requests. As you can see, with the two collection items from other 'like' services on your credit report, why the recommendation would come back from our inquiry advising not only do you pay a security deposit but be assessed at two times the average bill, rather than a standard security deposit. Since our system conversion, security deposits are no longer offered to be paid over your first three bills and are required prior to service beginning, t avoid your request being denied and reversed. If you were not assessed a security deposit then this would not have taken place. As a curtesy our records indicate we placed the deposit on your first bill when you contacted us by phone regarding the issue and no mention of you disagreeing with the assessment was made. Unfortunately, we cannot remove or reduce your requirement at this time due to the information procured in your credit report. We apologize for any inconvenience, or misunderstanding.
  
  If you have any questions or need further information, please contact Customer Service by email or by telephone at the numbers listed below.
  Thank you for using our online service. 
  Sincerely, 
  Customer Service 
  City of Gainesville, Gainesville Regional Utilities
   
  ***** ************
  ********* **************
  ** *** ******* ******* ****
  ************ ** *****
  Note: Under Florida law, email addresses are public records. If you do not want your email address disclosed in response to a public records request, do not send electronic mail to this entity. Instead, contact this office over the phone or in writing.

  Customer response

  07/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I was never advised or received a copy of the so called letter that you sent.  I was told and have proof that I do not need a security deposit, and you guys started service at the apartment without the security deposit.  The only suitable resolution at this time would be to break up the security deposit into 3 or 4 payments, as I know people that you have recently done that for.

  Regards,

  ****** ********

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Summary: GRU misread the electric meter for the second time in the past few months. Unlike the first mistake they made, this time they are refusing to fix the issue and correct the reading in the bill. (For simplicity, I will only be referencing this present issue, as the first problem was resolved). June 6: Bill comes in with reading of 71728 (prev. 70530). Seems absurdly high as this is highest reading/usage to date and nobody is home. Plan is made to visit town and check meter. | June 17: '2nd_Meter_Photo' is taken, with reading of 70842. Clearly a misread of the second digit. (Although seemingly difficult to interpret looking at only the second digit, a high third digit value indicates it is still transitioning, and thus a 0.) (Note: For further explanation of logic and reading, refer to 'GRU2ndMisread_Request3', paragraphs 2 & 3.) | June 18: First request is sent to customer support to correct the issue. (Refer to 'GRU2ndMisread_Request1') | June 20: Customer support responds, requests photo for validation. (Refer same pdf) | June 20: Photo of meter is sent with additional details requested. (Refer same pdf) | June 26: 2nd attempt is made contacting support, resend of first email. (Refer to 'GRU2ndMisread_Request2') | June 26: Customer support responds, claim meter was read correctly (incorrect, reference '2nd_Meter_Photo' & 'GRU2ndMisread_Request3'). Also claimed reading was inline historically, disregarding context given that nobody is home. (Refer to 'GRU2ndMisread_Request2') | June 26: 3rd attempt is made contacting support, explaining how old meters are read and, again, context behind why usage is not as high. (Refer to 'GRU2ndMisread_Request3') This issue is yet to be resolved and I am frustrated and tired of having to do the due diligence for this incompetent company. I need the bill to be fixed ASAP, new person sent to do the readings, and new, digital meters installed to prevent this problem from happening in the future, again)

  Business response

  07/14/2023

  Dear *** *********,
  
  Thank you for your correspondence. Since the reads were in line and correct, there was nothing to correct. When the reading is in error, we will be happy to correct your bill.
  
  When the amount of consumption is correct, you may wish to review our tips for saving energy or perform a self audit on your energy use on our website at ****************************************************** 
  We also offer a free Energy Survey.  One of our technicians can inspect your home to determine ways to lower your bill.  To schedule an Energy Survey, please contact our Conservation Services Department at ***** ********.
  
  Please note that the higher usage could be related to the age and condition of the building, the appliances in your home or the habits of the residents.   We also have tips for saving energy on our website at: ****************************************************** 
  You may also perform a self audit on your energy use on our website at  ****************************************************** 
  
  If you have any questions or need further information, please contact Customer Service by email or by telephone at the numbers listed below.    
                     
  Thank you for using our online service,    
                                          
  Customer Service
  Gainesville Regional Utilities
  301 SE 4th Ave
  Gainesville, FL 32601
  352-334-3434

  Business response

  07/20/2023

  Dear *** *********,
   
  Thank you for your correspondence. Your concerns are very important to us, and it is our goal to provide you with accurate and quality service. Please accept our apology for any inconvenience this may have caused. 
  
  We have procedures in place for misreads to out sort for review by our billing department; however, we still encourage our customers to verify the accuracy of our readings by taking a current reading from their meters to verify the usage reported on their bill. Periodically, we do fail to meet our own expectations of providing you our very best service. We regret that you did not receive the service you deserved. Please be assured we are working to eliminate these types of problems. We’d like to ensure that your experience with Gainesville Regional Utilities is of the highest quality. This will be shared with other employees and the concerns you expressed will be shared with members of management so that coaching can be provided. 
   
  Our records show we have issued a new bill with the necessary corrections as well as posted a $20.00 credit to be applied to your account due to our error. If you have any questions or need further information, please contact us by email or by telephone at the number listed below.
   
  Thank you for using our online service, 
   
  Customer Service
  Gainesville Regional Utilities 
  301 SE 4th Ave 
  Gainesville, FL 32601 
  (352) 334-3434
  Toll free 1-800-818-3436

  Customer response

  07/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  *** *********

   

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