Complaints

This profile includes complaints for Gainesville Regional Utilities's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Gainesville Regional Utilities

  301 SE 4th Ave Gainesville, FL 32601

• 

  Gainesville Regional Utilities

  PO Box 147051 Station A 110 Gainesville, FL 32614-7051

• 

  Gainesville Regional Utilities

  PO Box 147117 Sta A-110 Gainesville, FL 32614-7117

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am disabled and live on SSI from Social Security. We have electric service and have been happy with GRU service. We had one month where I asked for a payment plan -- this was because of a many thousand dollar bill for my Mother's (we live together) radiation for breast cancer (My MOther is 90 years old so this is an issue for her).
  I spoke with an ***** at GRU 30 30th July of 2021 and our call ended at 11:24am (at least that is what I think my handwriting says). I had asked GRU to change the billing date so I could pay at the first of the month when my Mother's check comes in. She said that for most accounts she could do it but for some reason our address (*** ** **** *** **** ** ************ did not allow for such in her system. I was advised it would be OK to pay in the first week of the month going forward. I've been doing this and ignoring that my bill states that we are late.
  DUring our times of service GRU even refunded my security deposit
  Now they come and want a security deposit due to late payments.
  I asked them to waive the payment given *****'s directions which I noted on my calendar.
  I was then told they have no record of such (very suspicion given how poorly the City has managed the Utility with the great debt load, etc.).
  They refuse to waive the $145 -- which we can't afford, especially in the summer months when our AC service drives up the billing.
  They did offer to split it in two but I asked them to split it further. THey said they could not do it.
  I asked to speak to the supervisor who was *****'s boss in January of 2021 or speak to the replacement supervisor who took over such responsibilities. THis was refused and no such supervisor called back. I was so upset at the conversation I had with GRU today that I was crying and asked to have a supervisor call me. The representative was most polite but there were long hold periods -- this after a long wait to even get a representative.
  I ask for help ;this is tough for a disabled guy

  Business Response

  Date: 07/15/2025

  Dear ******** ******:
  
  Thank you for your request.  Our records indicate a Senior Representative and Supervisor called you on July 1, 2025 to discuss your concerns. Unfortunately, we have no record of you speaking to ****** As a courtesy, we have put the Security deposit of $145.00 on an installment plan over the next 6 months. You may use the link below for assistance with your bill.
  
  
  
  If you have any questions or need further information, please contact Customer Service by email or telephone at the numbers listed below. 
  
  Thank you for using our online services.
  
  Sincerely,
  
  
  
  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 Answer

  Date: 07/16/2025

  [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,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:06/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summary: Unfair Collection Reporting After Account Closure & Lack of Communication
  
  Company: Gainesville Regional Utilities (GRU)
  
  Desired Resolution: I am filing a formal complaint against Gainesville Regional Utilities (GRU) regarding a debt that was sent to collections and is now negatively impacting my credit report. I believe this debt was reported in error due to a failure in communication and account handling on GRU's part, and I am requesting that the collection item be fully removed from all three major credit bureaus.
  
  Background:
  I moved out of the residence before May 1, 2023.
  
  I subleased the apartment to another individual starting May 1 through August 10, 2023, and the sublease agreement clearly states that the sublessee was responsible for all utilities during that time period.
  
  Upon closing my GRU account, there was no outstanding bill at that time, and my ******* was removed, which led me to believe the account was settled and closed.
  
  
  Issues:
  I never received any notification from GRU after account closure — no emails, phone calls, or mail indicating there was an unpaid balance.
  
  Once the account was closed, I was locked out and unable to access billing records, making it impossible to monitor or resolve any future issues.
  
  GRU's communication system only sends emails when new bills are available, not when payments are made or accounts are closed, further limiting my ability to confirm resolution.
  
  GRU failed to notify me or provide access to account updates, and no bill was active when I closed the account. This debt was assigned to me in error and handled without adequate communication, and I was not given a fair chance to address it before it impacted my credit.
  
  Nearly two years later, I discovered a collection account had been reported on my credit reports (6/26/25) despite no notice or opportunity to resolve it beforehand. My request is that the collection item be fully removed from all three major credit bureaus to repair my credit score

  Business Response

  Date: 06/30/2025

  Dear **** ***********
  
  Our records indicate that while you contacted us to establish utility services, we did not receive any request from you to discontinue those services. The account was closed on May 15, 2023, when a new tenant initiated service at the same address.
  
  Please note that it is the customer’s responsibility to notify us when they are moving out and to provide a forwarding address for the final bill. Additionally, our records show that you did not enroll in an online account profile. As a result, all bills were mailed to the service address on file. We also noted that you canceled ******** however, please be aware that canceling ******* does not automatically cancel utility services. Given these circumstances, the charges on the account are valid and will remain. Any dispute or resolution regarding these charges may need to be addressed between you, the landlord, and any sublessee involved.
  
  If you have any questions or require further assistance, please don’t hesitate to contact Customer Service by email or phone using the contact information below.
  
  Sincerely,
  
  Customer Service
  Gainesville Regional Utilities
  

  Customer Answer

  Date: 07/02/2025

  
  
  

  [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 formally disputing GRU’s response. I moved out before May 1, 2023 and had already terminated services before that date. GRU claims the account was closed on May 15, but never notified me of closure on that date, never sent any communication to my phone or email, and has failed to provide any evidence that a final bill or closure confirmation was shared. 

  I had created an online GRU account and paid all bills through it. After closure, GRU removed my account access, I was unable to verify or view any final statements. I have also attached a copy of my online account and personal information collected when my account and personal profile was created (including email, phone number, and  other contact info that GRU could have used to notify me of this situation).  ******* was deactivated after my final payment, which to me signified account closure. GRU’s practice of sending physical bills to a vacated apartment without any digital or phone-based communication is negligent, especially since they had my contact information on file. Because of GRU’s failure to notify me of any outstanding balance or closure confirmation, I was unaware of this bill until it appeared on my credit report (over 2 years later)—harming my credit unfairly. I am requesting full removal of this debt from all three major credit bureaus.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 07/18/2025

  My apologies for not providing the attachments earlier. Please see the attached documents for your reference.

• Initial Complaint

  Date:06/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were charged for 12kGal of wastewater. None of this water was used as a wastewater service provided by the GRU company. GRU is attempting to collect money for services it DID NOT provide, in this case, for a wastewater service.
  
  Our previous 11 month billing confirms our wastewater services averaged 2 kGal/month. GRU's bill for the additional 10kGal of WASTEWATER is not justified and was NOT a service provided by this company.
  
  I am requesting a bill adjustment to only charge for GRU SERVICES PROVIDED, in this case for the 2kGal of wastewater service provided by GRU and adjusting for the additional 10kGal (-$73.50) unjustly charged by GRU.

  Business Response

  Date: 06/24/2025

  Dear ******* *********
  
  Thank you for your inquiry. According to our records, GRU provides Electric, Gas, Water/Wastewater, Refuse, and Stormwater services at **** ** *** ******* Wastewater charges are unmetered and are calculated based on monthly water usage.
  
  We understand your concern regarding the recent high water bill. GRU offers courtesy water leak adjustments only in cases where a verified leak has occurred and documentation of the completed repair is provided. If your pool refill was related to a leak, we encourage you to submit a formal request using the link below and include a copy of your repair invoice.
  
  If you did not experience a leak but would still like our Billing Department to review your account, you are welcome to submit the adjustment request form for consideration. Please note, however, that adjustments are not typically approved for seasonal pool refills unrelated to leak events.
  
  Once we receive your completed request, we will review your account in detail and determine if any adjustments are warranted. If you have any questions or need further information, please contact Customer Service by email or telephone at the numbers listed below. 
  
  Thank you for using our online services.
  
  Sincerely,
  
  Customer Service
  
  
  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 Answer

  Date: 06/25/2025

  
  
  

  [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:

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 06/26/2025

  
  
  

  [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 rejecting the business' response because: the company's resolution is still unjustly trying to charge me for a service that wasn't provided by the company. 

   

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 06/30/2025

  Dear ******* *********
  
  Thank you for your correspondence. As previously stated, we provide electric, gas, stormwater, refuse, water, and wastewater services to your address. We want to clarify that the charges reflect actual water usage recorded by the meter. Since 19,000 gallons were recorded, wastewater charges were capped at 12,000 gallons in accordance with our policy. This means you were billed only for wastewater up to the capped amount.
  
  If you believe a leak contributed to the high usage, you are welcome to submit a water leak adjustment form along with proof of repair for our review. Please note that for any adjustment to be considered, subsequent water usage must return to normal levels.
  
  Should you have further questions or require assistance, please contact Customer Service by email or phone using the contact information below.
  
  Thank you for your understanding.
  
  Sincerely,
  
  

  Customer Answer

  Date: 07/03/2025

  
  
  

  [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 this issue remains unresolved. A "leak adjustment" was submitted to GRU on 6/26/25 as requested by the company. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 07/03/2025

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

  Thank you for your correspondence. We received your Water Leak Adjustment request on June 27, 2025. As of June 11, 2025, your water reading was 33. Based on your current consumption, you are using about 100 gallons of water per day, whereas you normally bill about 1,000 gallons per month. At this rate, your next water bill could be around 3,000 gallons. If this is the case, we will process the adjustment once your next meter reading is obtained on or about July 14, 2025. If applicable, adjustments will only be applied after the leak has been repaired and consumption returns to normal. To help you determine where the water is going, we have the following tips:

  1. Turn off all water sources on the premises, such as faucets, ice makers, and toilets.
  2. Locate the water meter, remove the metal lid, and observe the water meter dial for three to five minutes.
  3. The red arrow or triangle on the meter should not move. If it does, there may be a leak, which should be located and repaired.

  Thank you for using our online services.
  
  Sincerely,
  
  

  Customer Answer

  Date: 07/13/2025

  
  
  

  [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 previously provided both written (from the pool repair company) and visual confirmation (photos of completed repairs) that the leak has been repaired. GRU's policy will require additional time for them to process this request. I will continue to wait while the company "holds" the additional money paid for services that were never provided by GRU.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just received a water bill from GRU for 2,932.74 claiming that the water meter was faulty and it was not transiting an accurate reading and therefore they had considered my previous water consumption to come up with an estimate. The email did not provide any details of any calculations or what did they based this number of.
  We are a home of 4 and I keep a tight control in our house when it comes to water consumption both inside and outside the house.

  Business Response

  Date: 06/13/2025

  April 2025 Gainesville Regional Utilites (GRU) confirmed the water meter located at  was not registering consumption.  Upon review of historical review of bill history, it was discovered that this property has not been properly invoiced for water or wastewater (sewer) consumption since 2021.  Regrettably, as water meters age they slow down until coming to full stop.

  History:  October 2021 GRU estimated the read on the meter at 849.  March 31, 2022 ****** ****** contacted GRU regarding a bill dispute of another estimated read.  At that time, ****** provided a read of 850 (a difference of 1kgal in seven months).  This change of 1kgal resulted in one more bill cycle being estimated with what then seemed to be a new consumption pattern of 1 kgal changing the read to 851 (now a total 2 kgals in several months).  Each month, the read of 851 was noted by varying field operators.  April 2025, the water meter was changed as a result of GRU's deployment of automated metering infrastructure (AMI) to improve billing and provide visibility to customers with 24 hrs. of consumption.

  The new meter was installed with a read of zero.  The subsequent bill cycle revealed 19kgals of water.  GRU's policy (written into ordinance and administrative guidelines) is to back bill for un-invoiced consumption (not to exceed 12 months which resulted in approximately 24 months of zero consumption).  New consumption was divided by the number of days in the bill cycle to determine the average daily use, then billed over twelve months to provide the same rate structure as if billed monthly.  Additionally, since wastewater is an unmetered service, the consumption is billed equal to water up to 12kgals.

  ****** was invoiced for $296.69 for actual consumption of gas, water, and wastewater from April11 - May 12, 2025.  Additionally, $2,636.05 was invoiced for water and sewer charges for the preceding 12 months for a total of $2,932.74 due 6/10/25.

  5/27/25 ****** contacted GRU to dispute the charges noting he was not aware he was not paying for water and felt penalized for GRU's lack of invoicing.  This call escalated to a supervisor resulting in dialogue 5/29/25 to which ****** acknowledged a house of four persons and irrigation system.  GRU explained invoices detailed water consumption "0" monthly which was not disputed for quicker resolve and unawareness does not negate consumption.  GRU also presented ****** with the option to pay the back bill over 12 months (the same period the consumption occurred) which was refused. 

  Due to the continued dispute and the request to discuss calculations, one of GRU's Customer Managers, ******* ******* made an unsuccessful attempt to reach ****** 6/13/25 and left a message providing her direct contact information.  Currently GRU has placed a dispute lock preventing punitive action due to non-payment until 6/30/25.  GRU anticipates the opportunity to resolve this matter.

  Customer Answer

  Date: 06/20/2025

  
  
  

  [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: 23380819

  
  

  I am rejecting this response because:

  Dear *******,

  GRU has not provided a rationale with calculations as evidence to justify how these charges were derived. They even mentioned in this response that I acknowledge we are a house of 4 with irrigation which does not sustains their claim, I could've said that I live alone and that I do not consumed water during 5 years and I wonder if they had taken that into consideration that to calculate their charges. I request the calculations with back up evidence on how they arrive to that amount. I request them to please include the original receipts with the data they will provide and also a formal procedure that the GRU representative followed to come up with the calculations.

   

  Regards,

   

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

  
   

  
  

  
  

  
  
  

  Customer Answer

  Date: 07/02/2025

  I met with the Customer Service Director, ******* ******* on June 25, 2025, and she reaffirmed that indeed the charges for the bill corresponding to a period of a year worth of water consumption had been based of one reading. 

  She, similarly to what a prior representative position, refused to look into my previous water consumption, not even from 2020, stating that they have no confidence on the meter reading. And explain that they cannot wait to gather more data to better reflect the yearly water consumption at our house. I did expressed multiple times that this process was not statically correct and it was unfair for clients.

  We agreed that if I was able to provide evidence of this reading being related to an unusual peak in water consumption, due to not regular activities, for example a leak, then the would be able to adjust the charges based on that new reading after fixes have been implemented.

  I’m currently working on gathering they evidence to demonstrate that the las two readings do not reflect our regular water consumption.

  Thanks and Regards.

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

• Initial Complaint

  Date:05/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Gru with an expand of about a week and that week I spoke to four supervisors 11 customer service agents trying to resolve an account that happened 2 years ago I sent and the apartment complex sent a copy of my military orders and a copy of no notice to disconnect the electrical service for the apartment the apartment was occupied for 4 to 5 months and I called in to cancel the electric service with Gru that service was not disconnected and resulted and me acquiring over $1,000 debt with Gru I tried to send in a copy of my orders as I was talking to all of these people through Gru customer service and the supervisor support line nobody was willing to help me they said that they were investigating through their it department and as of today 05/21-2025 the account was reported and collections and dropped my credit score almost 33 points as a result of this I'm acquiring by a federal law that protects all military service members to be investigated on this account through the bureau of business and better services to fix this and to take the account away in permanent I can supply any documentation requested and I can supply that through email or through text.

  Business Response

  Date: 05/30/2025

  Dear ***** ******
  
  Thank you for your message and for providing background on your situation. We understand your concern and appreciate your service. 
  
  Please be advised that your account is currently under internal review, and we are actively working through the appropriate channels to reach a resolution. At this time, we ask that you await the outcome of this review rather than attempt to escalate the matter prematurely, as duplicate efforts may cause confusion or delays. To support the review process, we recommend that you email a copy of your military orders—if you have not already done so—to both of the following addresses:
  
  This documentation will be included in your account file for full consideration during the review.
  
  If you have any questions in the meantime, please feel free to reach out. We appreciate your patience as we work to address this matter thoroughly and fairly.
  
  Sincerely,
  
  Customer Service
  Gainesville Regional Utilities
  

  Business Response

  Date: 06/06/2025

  Dear ***** ******
  
  Thank you for your correspondence. Please be advised that we have not yet received a copy of your military orders. This documentation is necessary to proceed with the review of your account, and we are respectfully requesting that it be submitted at your earliest convenience. Once received, your military orders will be added to your account file and given full consideration during the ongoing review.
  
  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 
  

  Customer Answer

  Date: 06/16/2025

  I have been On Military orders . That's why a response has not been given. If u close this account I will open another one. 

• Initial Complaint

  Date:04/30/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried getting services transferred in my name but they told me I had to pay off a past balance in order to get services. I then paid the past balance and then they turned around and said I had to pay an upfront deposit to get services when in the past they typically bill the deposit on the first bill. I have no issue with the amounts due. My issue is that I was not informed that I would have to pay the deposit prior to starting service and they refuse to put it on the first bill. They are the only utility company in Gainesville and are very predatory. So I will have to be without power in my unit until I am able to pay the deposit.

  Customer Answer

  Date: 04/30/2025

  GRU has reached out and fixed this issue. This complaint can be closed 

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 5, 2024 I sent my request to change the size of my garbage cart from 64 to 35 gallons. There was a polite email confirmation and absolutely no action ever since. My numerous attempts to communicate with the GRU company went nowhere as well. I have attached some of the correspondence. The monthly difference, if the replacement was done, would have been $9.83/month, which for the 5 months of delay should have been $49.15 This is the amount of reimbursement I am requesting. I live alone and have limited resources, do not want to pay for services I do not need.

  Business Response

  Date: 04/30/2025

  Dear ******** * *****
  
  Thank you for your correspondence. We want to inform you that the Refuse department is currently addressing a significant backlog due to the simultaneous departure of several employees. As a result, your request is still being processed. Please rest assured that any credits and carts will be issued once they have worked through this backlog.
   
  Please note that GRU’s role is to provide billing services for the Refuse department, and we do not manage adjustments unless they are formally communicated to us in writing by the Refuse department.
   
  For any further inquiries, you can contact the Refuse department directly at ************ or via email 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 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. 

• Initial Complaint

  Date:04/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told we have a 14 day grace period to pay my light bill. I pay it withing that timefram and still charged hundreds of dollars extra (for extra deposit because I pay within grace period sometimes) I already pay a late fee on top of that. They charged me 270.00 towards my next bill. My bill is always between 495 and 595. Now I got to pay an extra 270 and if I don't pay, my electricity will be shut off. I have to pay double the price I use for water, for them to recycle it. Our electric prices are high and the community is crying out for help. This has been an on going battle with the electric company vs the community. We feel we are overpaying in a monopoly game. We need this company audited and investigated. The community needs answers. It's as if they're trying to run out the poor and the middle class. Making it harder. Making us pay more. We need answers.

  Business Response

  Date: 04/25/2025

  Dear ******* *****,
   
  Thank you for your inquiry regarding your account. We would like to take this opportunity to review your payment history from the past year. We have observed several occurrences of late payments. Specifically, the payments for the invoices dated May, June, and July of 2024 were not received by the due dates, leading to a temporary disconnection of services due to non-payment. Fortunately, upon receiving your payment on August 15, we were able to restore your services promptly.
   
  As a reminder, any payments not made by the due date, which is 7 pm, are considered late. However, you have a 14-day grace period to settle these payments without penalty of disconnection.
   
  Regarding your December 2024 invoice, it was due on December 24, 2024. According to the grace period, the balance was expected by January 7, 2025. We were happy to grant your request for a payment extension until January 13, 2025. However, since we did not receive payment, your account was at risk of disconnection as of January 16. This is why a $52 delinquency trip charge appeared on your account, as noted in the attached screenshot.
   
  Please keep in mind that repeated late payments, delinquent orders, and returned payments could result in an increase of your security deposit requirement. For clarity, a satisfactory payment history is measured by having at least 24 months of utility service with no scheduled disconnections due to delinquency, no returned payments, and no more than three late payments in the last 12 months.

  
  Additionally, a security deposit is a standard practice for utility services, serving as an advance payment for future services. This deposit will be applied to any outstanding balance when your account is closed. If a satisfactory payment record is maintained for the required 24 months, we will refund your deposit. Furthermore, you will earn interest on the deposit after holding it for a minimum of 6 months, which will be credited to your account monthly until the deposit is refunded.

  
  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. 

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Actual electric reading is inaccurate. GRU charged $548.86 which is nearly 2 times the amount of the previous month for the same 2 bedroom apartment.

  Business Response

  Date: 03/12/2025

  Dear ********** **** *******
  Thank you for your correspondence. We have verified that the energy usage was accurate on March 11 at a reading of 9,136 kilowatt-hours (kWh), and we are pleased to inform you that your usage has returned to normal consumption. Additionally, we have increased the base rate tier for our customers from 850 kWh to 1,000 kWh on your bill, which can lead to further savings on your energy consumption. Please see the attached rate sheet on how to calculate your bill as well as the back of your bills for billing details. 
  We noted that you had an energy survey conducted on February 10, which recommended servicing your HVAC system and water heater. This service includes suggestions that may enhance the efficiency of your home.
  Please consider that equipment type, efficiency, and condition, along with operational patterns and weather conditions, will affect your potential savings. We encourage you to explore our Solar program, which offers credits for any unused solar energy.
  By reducing your energy usage and upgrading to more efficient systems, you can lower your utility bills. To track your monthly energy usage, please refer to the reading on the back of your bills and compare it to the reading on your meter. 
  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
   
  

  Customer Answer

  Date: 03/17/2025

  
  
  

  [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: GRU has deceived Gainesville customers by increasing the electric bills whenever they want, according to verified customer reviews (mostly 1 star). Do you think it is insane to pay an electric bill of $548.86 for a 2-bedroom living apartment? Furthermore,  GRU electric bills charges are doubtable, that means, one month the bill is $313,68, the previous month $548,86, the month before was $265.87... while the same 2 people lives in the apartment, using the same electrical energy/watt. Even though customers are always the victims, I simply ask for an adjustment for the $548.86 bill that is truly inaccurate. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 03/18/2025

  Dear ********** **** *******
  Thank you for your correspondence. We regret to inform you that we cannot process your request at this time. Our AMI meters have confirmed that the reading and usage are accurate. Additionally, we have dispatched our Energy Survey technician to provide further assistance and recommendations for improving energy efficiency. If you require help with setting up a payment plan or requesting a payment extension, please contact our Customer Service department 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 Gainesville, Gainesville Regional Utilities
   
  
  

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2024 I noticed water leaking from my driveway, I called GRU to address the issue. They came out the first time to test if this was city water, which it was. Their next trip, they dug up my driveway and fixed the city water line. I asked when my driveway would be repaired, and they told me someone would contact me. Fast forward over 9 months, I call GRU, they now claim they do not have any record of coming to my property of fixing this water issue, and therefore won't be fixing the portion of driveway they dug up. I have pictures, the spray painted marks on the road, the dug up driveway, exactly where the water line is. It is now effecting my ability to use my own driveway and a hole is developing along with erosion of the rest of my driveway. I am requesting they fix the portion of driveway they dug up.

  Customer Answer

  Date: 01/10/2025

  Attached is a photo of my driveway prior to GRU digging it up. You can see the moisture on the right side of my driveway.

  The remaining pictures are the driveway as they left it, with markings they put in the road. 

  Business Response

  Date: 01/15/2025

  Dear **** ********
  
  Thank you for your inquiry. We apologize for the error, misinformation, and any confusion this has caused. Please be assured that we have a third-party contractor handling the concrete work. Our Water/Wastewater Department has contacted them and scheduled this issue for high-priority resolution. The work is expected to be completed no later than Tuesday, January 21, 2025.

  
  Should you have any follow-up questions or need further assistance, please feel free to reach out to our Wastewater Collections Department at ******************************
  
  Thank you for your patience and understanding.
  
  Best regards,
  
  Customer Service
  Gainesville Regional Utilities