Customer ReviewsforGainesville Regional Utilities
12 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Mi B
1 star08/01/2024
This place base security deposits on previous tenant's bill. A person of six and part time workers will not have the same electric footprint as single full time worker. They make you jump through hoops with mounds of paperwork which is ******** because at the end of the day if payment is not received they can just cut off....simple. This is what happens when you don't have competition. Manager ****** needs to be fired.Gainesville Regional Utilities Response
08/08/2024
Dear GRU Customer:Thank you for your correspondence. Unfortunately, without your name or the service address, we cannot speak directly to your concerns. However, consumption is billed based on what is used each month. If your account had to be estimated at any time, it would be based on historical use for the same address. Please note, that while the number of people in a premise affects consumption, inefficiencies of the property or its major mechanical systems can indeed increase consumption. GRU offers helpful tips for energy efficiency at our website using the link below. ************************************************************************ If we can be of further assistance please do not hesitate contacting us by phone or in person. If you have any questions or need further information, please contact **************** by email or by telephone at the numbers listed below.Thank you for using our online service.Sincerely,**************** City of **********************, ********************** Phone ************ Toll-free ************** PO Box ******, Station A117 Gainesville, 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.Review from yanifel s
1 star05/30/2024
When I changed my service from one place to the other last May, a new account was made where i was checking for my bill. Turns out a new account was made but they never told me about it and i had no idea. If they would have done their job right none of this would have happened. now they say its my fault because i knew that i was using the services. but if they didnt charge me i wasnt going to throw my money in the air and put it on some random account where it says 0 balance. Turns out it would have been the wrong account if i would've put money on it like they asked me to. This business is a joke. Everyone that works there is heartless and not human. This place needs to be shut down immediately they play with poor peoples money and laugh in our face. A Buisines should not have 1.5 / 5 stars this is a joke. I would be embessared to ow a business that everyone hates. Very emberrassing to work here. Dont know how the workers of this place can look themselves in the mirror.Review from SamA A
5 stars04/18/2024
These folks Are so kind and professional. Thank you, jazz for all the help. And the other employees that have helped me. I am so grateful.. Best utilities i've hadGainesville Regional Utilities Response
04/24/2024
Dear ***********************:Thank you for your compliment submission. We are forwarding this to her supervisor!If you have any questions or need further information, please contact **************** by email or by telephone at the numbers listed below.Thank you for using our online service. Sincerely, **************** City of **********************, ********************** Phone ************ Toll-free ************** PO Box ******, Station A117 Gainesville, ** ***** 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.Review from Janet H
1 star02/28/2024
I stop my account with ********************** last Dec 20, 2023. I got my last reading last January 21,2024. They said they sent the check for my security deposit refund last January 26,2024. But until now I have received that cheque yet. I called them couple of times, now I requested to cancel that check and il pick up the cheque in their office, so they dont have any time frame also when will be the cheque available. First, they did not even give me the option before if how I want my refund be. And for a one month of waiting?!! come on! and they cannot even give me a timeframe of every processing that they have. A big company without a standard procedures for processing a refund?!!! The customer service told me its a case to case basis?!!! No! a big company like you should be operating with a policies in every transaction or processing you have for your customer!Gainesville Regional Utilities Response
03/27/2024
Dear *************************:Thank you for your correspondence. Our records show a check was mailed on 3/14/24 to 1907 ******* *****************************, due to your contact with ** by phone. They also show the item were cashed on 3/19/24. If you have any questions or need further information, please contact **************** by email or by telephone at the numbers listed below.Thank you for using our online service. Sincerely, **************** City of **********************, ********************** Phone ************ Toll-free ************** PO Box ******, Station A117 Gainesville, ** ***** 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.Gainesville Regional Utilities Response
03/27/2024
Dear *************************:Thank you for your correspondence. Our records show a check was mailed on 3/14/24 to 1907 ******* *****************************, due to your contact with ** by phone. They also show the item were cashed on 3/19/24. If you have any questions or need further information, please contact **************** by email or by telephone at the numbers listed below.Thank you for using our online service. Sincerely, **************** City of **********************, ********************** Phone ************ Toll-free ************** PO Box ******, Station A117 Gainesville, ** ***** 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.Review from Sara D
1 star09/15/2023
Ive been a customer of ********************** for seven years always having my bill on auto pay and never being late. In May of this year GRU did not bill me. I didnt know what was going on. I didnt receive any letter or a phone call regarding why I wasnt being billed after this occurred. I called them and was told that they have put a new billing system in place and that over ****** of their customers had not been billed that month and i should guesstimate my bill. I was concerned because I had no idea how much my bill wouldve been so I made a payment which was extremely frustrating. Also, as I didnt know when their autopay would kick in, i didnt want to be billed twice in a month and the rep said this was possiblr . This went on for three months. Again, no correspondence or any indication when this would be fixed. In Sept, I received an astronomical bill (the first in three months) because I could not accurately guess my usage each month and paid what I thought the bill may be. I reached out to GRU multiple times. I requested to speak with a supervisor regarding the situation and I have all correspondences with customer service reps saved and to this day, over a month later after having reached out multiple times to express my frustration,I still have not heard from any supervisor. The lack of followup and lack of respect for their customers is evident. I have been a great customer since i moved to the area, and it doesnt matter. this is how their customers are treated. Not only with the highest rates, but also with the worst service. Because of their ownership of our accounts I have no choice but to continue to be their customer until i move. Its astounding that they are able to continue to get away with service like this and take advantage of their customers without repercussions.Gainesville Regional Utilities Response
09/26/2023
We left a message for **** on the evening of 9/26 to advise that we have installed an individualized notification system for delayed billing. Although we did have something on our website and sent mass emails to those with email notifications we are creating a systematic letter to go out whenever there is a delay. Our website also provides an average bill amount so customers can pay something towards their bills to avoid a large future billing. Advised **** that because the consumption was there and confirmed by reads, we cannot reduce the bill amount or remove the delayed bill from our system to negate the charges because the services were used and charges are due and payable. We apologized for the delay and any confusion over the autopsy she has on her account and advise if she has anymore questions or concerns to contact us by phone accordingly and gave her the number to call.Review from Jessica F
1 star07/22/2023
These people are criminals and thieves. They are overcharging and taking advantage of this entire community and they need to be stopped. Since when is it a good practice to raise customers rates AND charge said customers even more so they can make upgrades? Shouldnt that be factored into the already high rates that Im paying? My electric bill doubled in the hottest part of the year because they charged an extra $200 for equipment upgrades I was never told about. How can people budget when we arent even told? Please someone do something, this cannot continue. They are robbing us.Gainesville Regional Utilities Response
07/24/2023
Dear ***************************:Thank you for your correspondence. Unfortunately, we cannot find an account with your name or the email address provided in our system. Please either reply to this post or use the information below to contact us directly so we can be of better assistance.If you have any questions or need further information, please contact **************** by email or by telephone at the numbers listed below.Thank you for using our online service. Sincerely, **************** City of **********************, ********************** Phone ************ Toll-free ************** PO Box ******, Station A117 Gainesville, ** ***** 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.Review from Kendall C
1 star02/24/2023
This Utility is owned and managed by the City Of Gainesville. All residents of the City and county deserve a more transparent operation. Why are the Electrical and Water rated so high and why are the monthly statements sent to customers vary so widely every month. Why are funds transferred from GRU to the City of Gainesville with no apparent paper trails. It is time to separate the City of Gainesville from all oversite and ownership of this utility. Sell GRU to a trusted reliable utility who can run this like a real Utility.Review from Carole N
1 star10/03/2022
First of all, I live in a tiny 2 bedroom one bathroom apartment. I did have my son living with me who used a gaming computer and AC daily. And our bill was always less than $100. Now that he is not living with me my bill has increased by $200 at least and now $400. I have called to ask why and they said there was an "error" on their part and that I would see a difference in my bill in a couple months. My rent was raised an extra $300 a month and my son has now moved out and I have now lost $200 a month from his help. I am struggling and unable to make their request for at least $200 by October 7th or my service will be disconnected. This doesn't make sense because they admitted to over charging the last couple months due to their error. But I am still having to pay the outrageous amount they screwed up on? Please help!!!Review from Jennifer K
1 star08/11/2022
I live in 1 075 Sq ft house. In June 2022 I received a **** for $575.95. I have lived there for over a year and have never had such an outrageous ****. This is almost twice as much as I have ever paid. I contacted GRU via email. They responded and recommended that I check the meters and email them the numbers to compare the readings they had on file. I emailed GRU on July 14, 2022 with the readings. I asked them to please verify the usage reported on our ****. GRU has not responded. I followed up with another email on July 29, 2022 requesting verification again. I still haven't gotten any response. My daily usage of the utility has not changed and my July 2022 **** was back to the normal range. I suspect we were overcharged. I want an explanation for the spike. I want a response from GRU and a refund/credit if there was an error.Gainesville Regional Utilities Response
08/17/2022
Our records indicate two emails were replied to on 7/11 and 7/22 and a call on 8/17. In each, you were advised to read your meter and compare it to the billed reads. If at any time your read taken after the billed read is lower than the billed read, we are happy to correct your ****. Just provide the read and the date taken either by phone, email, or in person. We do ask for patience with our phones, emails, and in-person inquiries, as this is our busiest time of the year with all the returning students thusly, hold/reply/assist times are extended.Review from Natalie P
1 star07/31/2022
I unfortunately have had GRU for 8 years. So glad it's only water now. Seems like every month they report the wrong usage, my password or ID no longer works, can't email them as it indicates their system is currently down or I have to wait over an hour to speak to a Rep on a mistake they made.Worst business with terrible business practices.Gainesville Regional Utilities Response
08/10/2022
Dear *******************************:Thank you for your correspondence. Our records show the customer contacted us by email for assistance with their log in and by time the email was worked, they'd already successfully logged in and paid their ****. They made no mention of any errors that required any attention. We have not talked with the customer by phone since 11/22/21. If you have questions regarding your **** or the information within please contact us by phone at ************, by email at ******************************************* or in person. We would be happy to assist in any way we can.If you have any questions or need further information, please contact **************** by email or by telephone at the numbers listed below.Thank you for using our online service. Sincerely, **************** City of **********************, ********************** Phone ************ Toll-free ************** PO Box ******, Station A117 Gainesville, ** ***** 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.
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