Business ProfileforRochester Gas & Electric Corporation
Additional business information
Electric and Gas Customers Across More Than 40 Counties Potentially Impacted by Billing Problems.
ALBANY — The New York State Department of Public Service (Department) today announced it has expanded its investigation into New York State Electric & Gas Corp. (NYSEG) and Rochester Gas & Electric Corp. (RG&E) potential mismanagement of their utilities’ billing systems and protocols. As part of the investigation, the Department’s Consumer Advocate will host a series of public forums in affected areas starting in January to hear consumer concerns first-hand.
The problems with the two utilities’ billing systems became apparent when the Department began to see a significant spike in the number of complaints from customers. As a result, Department staff commenced a review and an investigation related to a September 2022 change to the companies’ customer information and billing system. The complaints received by the Department range from incorrect bills being sent to consumers or very late bills being sent. In 2022, the number of consumer complaints against the two companies soared to more than 4,700, 60 percent more than the two previous years combined. Customers that are experiencing problems with utility bills should follow the normal consumer complaint process to ensure these complaints are received and resolved in a timely fashion. Customers should first contact their utility for resolution and if unable to get a satisfactory resolution from the utility provider, customers should contact the Department’s Office of Consumer Services to file a complaint.
At-a-glance
Related Categories
Overview
Business Details
This is a multi-location business.
- Location of This Business
- ATTN: Customer Assistance, RG & E 89 East Avenue, Rochester, NY 14649
- BBB File Opened:
- 1/1/1928
- Years in Business:
- 96
- Business Started:
- 1/1/1928
- Alternate Business Name
- RG&E
- Business Management
- Ms. Mary Haskell, Manager , Revenue Recovery
- Ms. Theresa VanBrooker, Director of Customer Service
- Mr. Michael Conroy, Sr. VP/COO
- Ms. Connie Clouston, Supervisor Customer Relations Center
- Mr. Richard Meier, Public Communications
- Mr. Robert Bergin, Assistant General Counsel
- Mr. Tom Maier, Energy Servies
- Additional Contact Information
Phone Numbers
- (800) 743-1702Other Phone
- (585) 724-8413Other Phone
Email Addresses
- Primary
- (800) 743-1702
Customer Complaints
225 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
08/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Customer Reviews
81 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Phillip M
09/09/2024
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.