RG&E attributes large customer utility bills to labor shortages and higher energy costs


ROCHESTER, NY (WROC) – In early February, RG&E customers began contacting us about extraordinarily high bills, some of which were in the thousands of dollars. Shirley King complained that since June her bills had not accurately reflected electricity or gas usage, “That’s not how you do business.” said the king.

She and others blame extra solar power, accounting errors, and unread or misread meters.

Terri VanBrooker, vice president of customer service, explains, “We had issues like many companies and around the country that are hiring, so we ran out of staff and missed meter readings.”

In addition to labor shortages, VanBrooker says customers are feeling the impact of rising energy costs overall. She adds: “We have to buy the gas and the electricity and we only pass on the cost that we have to pay to the customers”.

RG&E says the best way to offset higher bills is to use less energy. They also urge customers to call 1-800-743-2110 to make payment arrangements or visit their website.

The Civil Service Commission, which oversees utility companies such as RG&E, has received 92 complaints from RG&E customers about billing issues.

The PSC says its review will determine the cause, ensure customers are held harmless and find out if there have been any violations of law, rules or regulations to hold the utility accountable.


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