ComplaintsforGainesville Regional Utilities

• 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

  Ple*se see *tt*ched document

  Customer response

  02/28/2024

  Hello. I *m *tt*ching the document *s requested. I did *tt*ch it e*rlier* but *pp*rently it didn't go through. I checked the file size *nd form*t* *nd it is within your p*r*meters. I hope this time it works. Ple*se let me know if it doesn't. M*ny th*nks.

  Customer response

  02/28/2024

  Hello. I *m *tt*ching the document *s requested. I did *tt*ch it e*rlier* but *pp*rently it didn't go through. I checked the file size *nd form*t* *nd it is within your p*r*meters. I hope this time it works. Ple*se let me know if it doesn't. M*ny th*nks.

  Business response

  03/04/2024

  De*r ****** *******
  
  Th*nk you for your correspondence. Our records show we sent you * letter on */*/**** *nd left you * mess*ge on your voicem*il on */*/**** *dvising you of the p*st due b*l*nce of $****** from your previous *ddress. There w*s * system error in tr*nsferring the b*l*nce from your in*ctive *ccount to your *ctive *ccount. Since there w*s no response* the outst*nding b*l*nce w*s dr*fted *long with the current bill *t th*t time.
  
  The tot*l b*l*nce $****** is * fin*l bill from service *ddress **** SW **** ST. The fin*l of $****** is for services from ********** to **********. The bill d*ted ********** of $****** is for services from ********* to **********. The l*st p*yment of $****** m*de on the *ccount on ********** w*s for the bill d*ted *********; which covered the services from ********* to *********. * copy of those bills h*ve been provided *s *n *tt*chment for your records.
  
  Due to the system error* we will w*ive the return fee of $***** *nd *llow inst*llment p*yments to p*y off the outst*nding b*l*nce of *******. Ple*se cont*ct customer service *s soon *s possible to discuss *n *rr*ngement so it c*n beg*n on your next bill. The rem*ining b*l*nce of $****** must be p*id by *pm on *********.
  
  If you h*ve *ny questions or need further inform*tion* ple*se cont*ct Customer Service by em*il or by telephone *t the numbers listed below.
  
  Th*nk you for using our online service*
  
  Customer Service
  G*inesville Region*l Utilities
  *** ** *** ***
  ************ ** *****
  ***** ********
  Toll free *************

  Customer response

  03/05/2024

  [To *ssist us in bringing this m*tter to * close* you must give us * re*son why you *re rejecting the response. If no re*son is received your compl*int will be closed *dministr*tively Resolved]

   Compl*int: ********

  I *m rejecting this response bec*use:

  If there is *ny *mount owed for the previous property* it c*nnot possibly be in the vicinity of *** doll*rs. I stopped le*ving *t the property in mid-September ****. I kept the *ccount *ctive *t the re*ltor's request* but there w*s no one in the house until the *ccount w*s tr*nsferred to the new occup*nts. In mid-September when I stopped living there I turned off the circuit bre*kers for most p*rts of the house* including the *ir conditioning *nd kitchen *re** *nd only left * light bulb (LED) on in the premises to *ct *s * pilot light. The us*ge of th*t light bulb c*nnot *ccount for * ***+ doll*r bill. If the bill is b*sed on *n *ctu*l re*ding of the meter* then the GRU should check for m*lfunctions of their meter. * m*lfunction could *lso expl*in why for one of the previous bills (th*t w*s issued *nd p*id for while I w*s still living there)  there w*s * spike from *bout $*** monthly utility bill to $***** when the household us*ge h*dn't ch*nged *t *ll. 

  On *nother note* I c*nnot f*thom how GRU st*ff w*s *ble to le*ve * voicem*il* since until this p*st Mond*y I h*d no voicem*il service set up on my phone. The only correspondence I received from the GRU pert*ining to my previous *ccount w*s the letter *tt*ched to my origin*l BBB compl*int. 

  I *lso request th*t the *llegedly due *mount for the previous property be entirely removed from the billing pert*ining to my current GRU *ccount. The current *ccount is in perfect st*nding (just like the previous *ccount w*s *ll *long)* *nd the inclusion of * completely unrel*ted ch*rge (whether or not ultim*tely proved to be legitim*te) *mounts to *n incorrect business pr*ctice which c*n potenti*lly (*nd unf*irly) *ffect the st*nding of the current *ccount.

  Reg*rds*

  ****** ******ig*tion to insure th*t the electricity meter is working properly

  Customer response

  03/08/2024

  In spite of *dmitting th*t the processing of the $****** w*s * system error* the GRU h*s t*ken *g*in the s*me *mount from my b*nk *ccount yesterd*y* throwing my b*l*nce into neg*tive. This is un*ccept*ble. The d*y when I replied to the business I rescinded *ll *uthoriz*tion to t*ke money of my b*nk *ccount for *ny p*st or present *ccounts* yet GRU went *he*d *nd did it *g*in. I *m now hundreds of doll*rs in the neg*tive on my *ccount* with no *bility to buy food *nd p*y for vit*l needs. 

  I note th*t in its response* the business h*s provided * bre*kdown of the *mount *llegedly owed for the p*st utility *ccount. The bre*kdown not only includes the period since I v*c*ted the premises until I offici*lly sought disconnection* but it goes beyond th*t d*te *s well. Their bre*kdown simply doesn't m*ke sense. The business is yet to reply.

  Customer response

  03/11/2024

   spite of *dmitting th*t the processing of the $****** w*s * system error* the GRU h*s t*ken *g*in the s*me *mount from my b*nk *ccount yesterd*y* throwing my b*l*nce into neg*tive. This is un*ccept*ble. The d*y when I replied to the business I rescinded *ll *uthoriz*tion to t*ke money of my b*nk *ccount for *ny p*st or present *ccounts* yet GRU went *he*d *nd did it *g*in. I *m now hundreds of doll*rs in the neg*tive on my *ccount* with no *bility to buy food *nd p*y for vit*l needs. 

  I note th*t in its response* the business h*s provided * bre*kdown of the *mount *llegedly owed for the p*st utility *ccount. The bre*kdown not only includes the period since I v*c*ted the premises until I offici*lly sought disconnection* but it goes beyond th*t d*te *s well. Their bre*kdown simply doesn't m*ke sense. The business is yet to reply.

  Business response

  03/11/2024

  De*r ****** *******
  
  Th*nk you for your correspondence. Though the dr*ft w*s * system error* since the b*l*nce w*s billed under your n*me* you *re still responsible for the ch*rges; unfortun*tely* we *re un*ble to remove the bill ch*rges under *ny circumst*nces. Further review of our records show you were previously notified of the ch*rges on ********* when you requested to end the services effective ********** c*ncelled *utop*y *nd f*iled to m*ke *rr*ngements prior to the tr*nsfer. *s previously *dvised* ple*se refer to the bills provided to you. Due to the system error* we will w*ive the return fees *nd *llow inst*llment p*yments to p*y off the outst*nding b*l*nce of *******. Ple*se cont*ct customer service *s soon *s possible to discuss *n *rr*ngement so it c*n beg*n on your next bill. The rem*ining b*l*nce of $****** must be p*id by *pm on *********. F*ilure to cont*ct us won’t resolve the issue. Therefore* it is very imper*tive you cont*ct us *s soon *s possible.
  
  If you h*ve *ny questions or need further inform*tion* ple*se cont*ct Customer Service by telephone *t the numbers listed below.
  
  Th*nk you*
  
  Customer Service
  G*inesville Region*l Utilities
  *** ** *** ***
  ************ ** *****
  ***** ********
  Toll free *************

  Customer response

  03/12/2024

  [To *ssist us in bringing this m*tter to * close* you must give us * re*son why you *re rejecting the response. If no re*son is received your compl*int will be closed *dministr*tively Resolved]

   Compl*int: ********

  I *m rejecting this response bec*use:

  You h*ve not *ddressed *ny of the m*tters I r*ised in my previous correspondence. The issue *t h*nd is th*t once *g*in you *ccessed my b*nk *ccount to t*ke close to $***** without *ny *uthoriz*tion to do so. I h*ve specific*lly prohibited the GRU to touch my b*nk *ccount* both by removing *ny *utop*y option from p*st *nd current GRU *ccounts* *nd by w*y * letter submitted to you vi* the BBB. The GRU's *ctions qu*lify *s theft* *nd its *ctions *re illeg*l *nd unethic*l.

  Whether or not I owe *ny money to the GRU for my previous *ccount is not * m*tter submitted to the BBB for consider*tion. It is therefore irrelev*nt to this compl*int. I h*ve *lre*dy cl*rified my position in reg*rd to the *lleged debt *nd i *m not prep*red to further discuss it vi* BBB correspondence. You* in turn* *re required to *ddress your incorrect/illeg*l *ctions th*t prompted this compl*int. Those *ctions h*ve c*used subst*nti*l h*rm to me *nd pl*ced me in severe h*rdship. I seek to know how you expl*in them *nd wh*t steps *re you t*king to rectify them. This is the m*tter th*t f*lls within the scope of this compl*int* nothing else. 

  Reg*rds*

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

  Customer response

  03/27/2024

  Hello ********

  Th*nk you for your em*il. *s you know* I filed *ddition*l inform*tion with the BBB concerning the esc*l*tion of my issues with the GRU* *bout the f*ct th*t the GRU once *g*in took $****** from my b*nk *ccount more th*n * week *go* triggering * new c*sc*de of overdr*ft fees *nd fin*nci*l str*in. The GRU rem*ined silent *fter this second un*uthorized deduction* *nd on M*rch **st it *bruptly disconnected my electricity. 

  I m*n*ged to get hold of the GRU billing dep*rtment on M*rch ***** The customer service represent*tive cl*imed th*t the disconnection w*s due to two p*yments being returned in the week prior to the disconnection* one being the $****** (second un*uthorized deduction from my b*nk *ccount) *nd the other being $****** (for my bill th*t w*s due on M*rch **^th). The GRU further st*ted th*t * letter notifying me of the returned p*yments w*s m*iled out on M*rch ***** Obviously* I couldn’t possibly h*ve received it by M*rch ***** The GRU then *mended this st*tement* s*ying th*t * letters h*ve been sent out* one on M*rch **^th *nd one on M*rch **^th. 

  While on the phone with the GRU* * f*mily member checked the m*ilbox *nd found * letter only from the GRU pert*ining to the ******** where there w*s no mention of potenti*l disconnection. Inste*d* the letter st*ted th*t if * or more returned p*yments h*ppen in *ny given ye*r* I m*y be prevented from p*ying online *nd inste*d be forced to *ttend the GRU offices in person to m*ke p*yments. 

  Furthermore* the GRU website doesn’t show th*t the $****** p*yment w*s returned. Inste*d* it shows th*t it w*s successfully processed* ple*se see screenshot below (it st*ted th*t the p*yment w*s received on M*rch **^th* *nd my next bill is not due until *pril **^th):

   

  For cl*rity's s*ke* the p*st *mount due shown in the *bove screenshot includes the $****** th*t GRU cl*imed in connection with the old *ccount.

  During my phone c*ll with the GRU billing dep*rtment* *s * looked through bills pert*ining to my old property* it *ppe*red th*t there were outst*nding bills for my previous *ccount th*t w*s closed ** months *go* tot*ling $****** (not *******) th*t h*d seemingly gone unnoticed or un*ddressed by GRU. They should h*ve been deducted from my b*nk *ccount ** months *go* when I still h*d *uto-p*y set up for the old *ccount* but h*d inexplic*bly slipped through the cr*cks* contributing to the unresolved b*l*nce* * situ*tion further *ggr*v*ted by the GRU website incorrectly showing to this d*y th*t I h*ve * $* b*l*nce for th*t *ccount. *s I fin*lly understood where the *mount c*me from* *nd *fter checking my b*nk st*tements to verify th*t the p*yment h*dn't been processed b*ck in ***** I m*de * p*yment *rr*ngement with GRU to p*y the s*id *mount. I still don't know why the GRU w*ited ** months to cl*im th*t p*yment* *nd why the *ggressive st*nce *nd un*uthorized b*nk *ccount deductions. 

  While I'm relieved th*t the orde*l h*s fin*lly been resolved through * p*yment *rr*ngement with GRU* I c*n't help but feel th*t this entire s*g* could h*ve been *voided with better communic*tion *nd *ccount*bility on GRU's p*rt. I feel th*t GRU’s decision to disconnect my electricity on M*rch **st w*s * ret*li*tory *ction in response to my compl*int filed with the BBB. It m*kes no sense to disconnect services for * bounced-b*ck p*yment of $****** th*t is * few d*ys old (which is shown on the GRU website *s h*ving been p*id successfully)* where*s the $****** th*t w*s returned shortly there*fter w*s *cknowledged by the GRU *s * system error. *lso* I believe it is unl*wful for the GRU to disconnect my current services th*t h*ve * perfect p*yment record for *n *mount *llegedly due for * different *ddress.

  I received *nother bill from the GRU *nd noted th*t the GRU ch*rged me twice ($** *nd $*****) for the returned p*yments. I would gre*tly *ppreci*te it if you could ple*se recommend to them th*t they credit b*ck those *mounts to my *ccount* *s * gesture of goodwill in response to the enormous mess they cre*ted. 

  Moving forw*rd* I implore GRU to t*ke the following steps to prevent simil*r incidents:

  **       Refr*in from ret*li*tory *ctions in response to customer compl*ints.

  **       Provide *dequ*te notice before resorting to service disconnection.

  *.       Ensure the *ccur*cy of *ccount inform*tion displ*yed on the website.

  *.       Obt*in explicit consent before initi*ting *ny fin*nci*l tr*ns*ctions.

  *.       *ddress outst*nding b*l*nces promptly *nd tr*nsp*rently to prevent undue h*rdship on customers.

   

  I sincerely hope th*t my experience serves *s * c*t*lyst for positive ch*nge within GRU's oper*tions. S*dly* GRU is hiding behind unsupported cl*ims *nd re*sonings* inste*d of *ccepting th*t it w*s in the wrong *nd th*t it should ch*nge its pr*ctices. (See *tt*ched) 

  Best reg*rds*

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

  Business response

  03/27/2024

  De*r ****** ******:
   
  Th*nk you for bringing your concerns to our *ttention. We h*ve thoroughly reviewed your *ccount det*ils including *ny convers*tions we’ve h*d with you either through BBB* em*il* phone* or letter. It is our fin*l determin*tion th*t the b*l*nce of $****** is due *nd p*y*ble. Ple*se see below.  
   
  Service *t **** SW **** St beg*n on **/****** *nd ended on *********. The *ver*ge bill *t this *ddress during th*t time w*s $****** for Electric* w*ter* w*stew*ter* *nd g*s services (See ch*rt below for * bre*kdown of e*ch bill *nd their p*yments). The most recent bill due *t the time you pl*ced your stop service request on **/** w*s $****** d*ted ********. *t the time you pl*ced your stop service request* we *dvised th*t you would receive * fin*l bill in *ddition to the *lre*dy outst*nding ch*rges. Those outst*nding ch*rges* plus the current bill *t the time *re pl*ced on your fin*l bill *nd given * new due d*te. The l*st bill we received p*yment on this *ccount w*s for the bill of $****** d*ted ******* *nd we received p*yment for th*t on ******** by direct debit *uto-p*y. 
   
  Our records show* th*t you c*lled on ********** *lthough your fin*l bill h*d not yet been p*id* to c*ncel your direct debit *uto p*y on this *ccount* therefore* m*king yourself responsible for m*nu*l p*yment* of *ny ch*rges due *nd p*y*ble. 
   
  Before our customer Inform*tion System upgr*de in M*rch ***** our system would *utom*tic*lly tr*nsfer unp*id b*l*nces from previous *ccounts to customers’ current or *ctive *ccounts if they meet cert*in criteri*. Due to the impending upgr*de* we h*d to remove m*ny *utom*ted processes* therefore* the fin*l bill b*l*nce described *bove w*s never *utom*tic*lly tr*nsferred to the *ccount where your next services exist.  
   
  ************ Billing History
   
  PostingD*te   Electric   W*ter   Sewer   G*s   Tot*l
   **********   $***** $***** $***** $**** $****** 
  **********   $***** $***** $***** $**** $****** 
  **********   $****** $***** $***** $**.** $****** 
  **/*******   $****** $***** $**.** $**.** $****** 
  **********   $****** $**.** $**.** $**.** $******** 
  **/*******   $*****.** $***** $***.** $**.** $******** 
  **/*******   $***.** $***** $**.** $**.** $*****.** 
  **/*******   $***.** $**.** $***.** $**.** $****** 
  **/*******   $****** $**.** $****** $***** $***.** 
  **/*******   $***.** $***** $**.** $**.** $***.** 
  **/*******   $***.** $**.** $**.** $***.** $***.** 
  **/*******   $***.** $***** $**.** $**.** $***.** 
  **/**/****   $***.** $***** $**.** $***** $***.** 
  **/**/****   $***.** $***** $***** $***** $****** 
  *****/****   $***.** $***** $**.** $***** $***.** 
  **/**/****   $****** $***** $***** $**.** $***.** 
  *****/****   $****** $*.** $***** $**.** $***.** 
  **/**/****   $***.** $***** $**.** $***** $***.** 
  **/**/****   $***.** $**.** $***.** $***** $***.** 
  **/**/****   $****** $***** $***** $**.** $***.** 
  **/**/****   $****** $***** $***** $**.** $****** 
  **/**/****   $****** $***** $**.** $**.** $***.** 
  **/**/****   $***.** $***** $**.** $**.** $***.** 
  **/**/****   $***.** $***** $***** $**.** $***.** 
  **/**/****   $***.** $***** $**.** $**.** $****** 
  
   P*yment History 
   
  POSTING D*TE   *MOUNT   P*YMENT TYPE
  ********              $******      Direct Debit
  ********             $***.**       Direct Debit
  ********             $***.**       Direct Debit
  ********             $***.**       Direct Debit
  ********             $******       Direct Debit
  ********             $***.**       Direct Debit
  ********             $***.**       Direct Debit
  ********             $***.**       Direct Debit
  ********             $***.**       Direct Debit
  ********             $***.**       Direct Debit
  ********              $***.**      Direct Debit
  ********             $******       Direct Debit
  ********              $***.**      Direct Debit
  ********             $***.**      Direct Debit
  ********             $***.**      Direct Debit
  ********             $***.**      Direct Debit
  ********             $***.**      Direct Debit
  ********             $******      Direct Debit
  ********             $*****.**   Direct Debit
  ********            $********    Direct Debit
  ********             $********   Direct Debit
  ********             $******      Direct Debit
  
  Service *t **** SW **** St beg*n on */******* (concurrent with the previous service which did not end until *********) *nd rem*ins *ctive to this d*y. On */*/*** we m*nu*lly tr*nsferred the outst*nding b*l*nce to your *ctive *ccount *fter *ttempts to cont*ct you by m*il to m*ke *rr*ngements for the b*l*nce owed f*iled. Since your *ccount w*s *lso on direct debit *utop*y* we w*nted to m*ke you *w*re of s*id tr*nsferred b*l*nce *s the tr*nsferred b*l*nce *nd the current bill *mount due for the *ctive *ccount ch*rges* could prove * h*rdship we w*nted to offer inst*llments If needed. Our records show the tr*nsferred b*l*nce *ppe*red on your */**/** bill for $****.*** which g*ve you the due d*te of */**/*** more th*n enough time to forew*rn on top of our previous efforts. When * p*yment is returned* it usu*lly tries *g*in *utom*tic*lly to get the item p*id* this is why you see the p*yment *ttempted twice on your *ccount. Unfortun*tely* this is * b*nking industry st*nd*rd pr*ctice* with the b*sis being they’d r*ther check *t le*st twice to m*ke sure before putting people through the returns process th*t’s excessively expensive. This is why we could not stop the second debit of your *ccount. However* if * p*yment is returned when m*de by direct debit *utop*y like your *ccount w*s* it *utom*tic*lly c*ncels the direct debit *utop*y* to *w*it customer *ction. This is why your *ccount no longer debits for your GRU bill. 
   
  You h*ve been disputing the ch*rges since they *ppe*red reg*rdless of *ny proof we h*ve provided th*t the ch*rges *re well within the billing *ver*ges for the property *nd with *ll fin*lity due *nd p*y*ble *s we h*ve never received p*yment for those ch*rges. If you c*n provide proof to us th*t you did ple*se do *nd we will do wh*t is needed to cle*r your *ccount of the ch*rges. We would deduce th*t if such proof existed r*ther th*n dispute the ch*rges* you would h*ve provided th*t proof. 
   
  Since we c*n provide proof of s*id ch*rges *nd h*ve no indic*tion of them being p*id* it is our fin*l *ssessment th*t the ch*rges st*nd. We previously offered to reverse one set of the returned p*yment fees *nd th*t offer still st*nds* but ple*se underst*nd* th*t we c*nnot reverse the ch*rges for services rendered. 
   
  Our records do show* th*t you cont*cted us by phone on */**/** *nd took us up on our offer to split the tr*nsferred ch*rges of $****** up over your next six bills in $*** increments. We *re gl*d we were *ble to *ssist you with th*t which w*s *lw*ys our go*l from the beginning. 
  
  Ex*mining the screen shots you uplo*ded this morning* our online system st*tes the entire b*l*nce of *ccounts reg*rdless of their [deferred] due d*te. 
   
  We sincerely hope this *ddressed *ll of your concerns. 
  
  If you h*ve *ny questions or need further inform*tion* ple*se cont*ct Customer Service by em*il or by telephone *t the numbers listed below.
  Th*nk you for using our online service. 
  Sincerely* 
  Customer Service 
  City of G*inesville* G*inesville Region*l Utilities
   
  Phone ***-********
  Toll-free **************
  PO Box ******* St*tion ****
  G*inesville* FL *****
  Note: Under Florid* l*w* em*il *ddresses *re public records. If you do not w*nt your em*il *ddress disclosed in response to * public records request* do not send electronic m*il to this entity. Inste*d* cont*ct this office over the phone or in writing. 

  Customer response

  03/27/2024

  [To *ssist us in bringing this m*tter to * close* you must give us * re*son why you *re rejecting the response. If no re*son is received your compl*int will be closed *dministr*tively Resolved]

   Compl*int: ********

  I *ppreci*te your efforts to cl*rify the billing situ*tion for **** SW **** St. *lthough I received document*tion during our previous exch*nges with the BBB* it rem*ined uncle*r which period the outst*nding debt referred to. Following my communic*tion with GRU on M*rch **st* the situ*tion bec*me even more confusing. The first customer service represent*tive I spoke with th*t d*y insisted th*t the outst*nding *mount rel*ted to the period when I ret*ined my old *ccount but no longer resided *t the property. She forw*rded me *ll bills for the l*st ye*r of occup*ncy *t the old premises* which I cross-referenced with my b*nk st*tements. Upon review* I discovered th*t the outst*nding *mount indeed pert*ined to the period prior to my move-out* with only * sm*ll portion covering the interim period between moving out *nd closing my old *ccount. Consequently* I promptly took *ction *nd m*de *rr*ngements to settle the owed *mount.
  Throughout my history *s * GRU customer* I h*ve m*int*ined * stell*r p*yment record* both *t my previous *ddress *nd my current one. So much so* th*t GRU refunded my initi*l deposit in full ye*rs *go* * gesture typic*lly reserved for customers with impecc*ble p*yment histories.
  Reg*rding the current property* the only p*yment hiccup occurred with the $****** p*yment m*de on M*rch **th* which w*s subsequently returned. Unfortun*tely* *t the time of disconnection of services on M*tch **st I w*s un*w*re of the returned p*yment *nd h*ve not received written notific*tion until this p*st Mond*y* *fter my electricity h*d been disconnected. Your website consistently indic*ted th*t the p*yment h*d been successfully processed* le*ving me uninformed of *ny issues. Despite h*ving more th*n sufficient funds in my b*nk *ccount *t the time of p*yment* I *m perplexed *s to why it w*s returned. This issue *ppe*rs unrel*ted to the *utop*y fe*ture* *s GRU *ttempted the tr*ns*ction *nd m*rked it *s successful on my online *ccount. H*d I been *w*re of *ny problem* I would h*ve t*ken immedi*te steps to rectify it. Therefore* the decision to disconnect my electricity on M*rch **st seems unw*rr*nted* especi*lly considering my history of prompt p*yments. Norm*lly* such extreme decision is m*de *fter numerous *ttempts to recoup p*yments on frequently delinquent *ccounts* repe*ted documented w*rnings sent to the customers* *nd it h*s no precedent* to the best of my knowledge* in inst*nces of perfect p*yment history.
  I strongly believe th*t the disconnection w*s *n unjustifi*ble ret*li*tory *ction following my compl*int to the BBB. This decision *ppe*rs to h*ve been m*de by *n individu*l r*ther th*n *n *utom*ted system* *nd I view it *s *n *buse of power.
  *ddition*lly* I noticed two return ch*rges tot*ling $**.** on * recent GRU bill received e*rlier this week. I kindly request th*t these ch*rges be w*ived* *t minimum *s * goodwill gesture given the ch*llenges this situ*tion h*s c*used me. Neither of these ch*rges stemmed from negligence on my p*rt. One ch*rge *ppe*rs to be rel*ted to the un*uthorized deduction of ******* from my b*nk *ccount* while the other likely pert*ins to the returned p*yment of $******* which occurred due to circumst*nces beyond my control.
  Furthermore* I seek cl*rific*tion reg*rding the fin*l *mount for the previous residence* which is listed *s ******** despite the sum of the l*st two bills *mounting to $****** when *dded together. If you h*ve *ddressed this discrep*ncy in * previous correspondence* I *pologize for *ny oversight on my p*rt.
  

  Reg*rds*

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

  Business response

  03/28/2024

  De*r ****** *******
  
  Th*nk you for your correspondence. Ple*se refer to the previous cont*ct *s we h*ve responded on */**/**** to your dispute *nd provided you with *ll inform*tion pert*ining to when the b*l*nce w*s *ccrued.
  
  Our records show we h*ve m*de sever*l *ttempts to get this m*tter resolved by you cont*cting us *nd setting up * p*yment pl*n to *void interruption of service. Bec*use * p*yment nor p*yment *rr*ngements m*de for the outst*nding b*l*nce* services were interrupted. The delinquent trip ch*rge w*s v*lid *nd st*nds. We previously offered to reverse one set of the returned p*yment fees; therefore* we h*ve removed the $** return fee due to the system error.
  
  The b*l*nce of $****** is due by *pm on */*******. The rem*ining b*l*nce of $****** c*n be p*id in * inst*llment p*yments of $ $***.**. The first inst*llment will be due with your next invoice due in M*y.
  
  If you h*ve *ny questions or need further inform*tion* ple*se cont*ct Customer Service by em*il or by telephone *t the numbers listed below.
  
  Th*nk you*
  
  Customer Service
  G*inesville Region*l Utilities
  *** ** *** ***
  ************ ** *****
  ***** ********
  Toll free *************

  Customer response

  04/01/2024

  [To *ssist us in bringing this m*tter to * close* you must give us * re*son why you *re rejecting the response. If no re*son is received your compl*int will be closed *dministr*tively Resolved]

   Compl*int: ********

  This is not * rejection *s such* it is *n *ttempt to fin*lize the m*tters relev*nt to this compl*int. 

  To effectively *ddress the outst*nding issues with this compl*int *nd ensure its resolution* the following steps need to be t*ken:
  P*yment *rr*ngement Cl*rific*tion: * p*yment *rr*ngement of $*** per month for the next six months h*s been est*blished to cle*r the b*l*nce for the old *ccount. However* this *rr*ngement is not reflected in my online *ccount st*tements* both current *nd p*st. Consequently* I *m un*ble to discern how to proceed with the p*yment. It is imper*tive th*t *n option to f*cilit*te this p*yment *rr*ngement be set up on my online GRU *ccount for cl*rity *nd e*se of tr*ns*ction.
  Online P*yment Rejection Issue: Despite *ttempting tod*y to p*y the current bill of *pproxim*tely $*** *long with the $*** design*ted for the old *ccount* my online p*yment of $*** w*s rejected. This rejection persisted when I *ttempted to p*y vi* both debit c*rd *nd b*nk *ccount* despite the correctness of the p*yment inform*tion *nd the sufficiency of funds in my b*nk *ccount. Upon cont*cting GRU billing* I w*s informed th*t due to three returned p*yments* I *m now restricted from m*king online p*yments *nd must resort to in-person c*sh p*yments. However* it's import*nt to note th*t two of these returned p*yments were due to system errors *cknowledged by GRU* *nd thus should not be counted *g*inst me. In pr*ctic*l terms* I h*ve only h*d one v*lid returned p*yment ($******) throughout the entire history of my current *ccount* which I promptly rectified upon discovery. Therefore* I urge the reinst*tement of my online p*yment privileges* *s I *m un*ble to m*ke p*yments in person.
  In conclusion* I *m *ctively seeking to *ddress *nd resolve *ll outst*nding issues* *s evidenced by my pro*ctive *ttempts to m*ke p*yments well in *dv*nce of the due d*te. I trust th*t the necess*ry steps will be t*ken on your end to f*cilit*te the resolution process. Furthermore* I *m e*ger to explore the possibility of setting up *utom*tic p*yments* provided th*t cl*rity is provided reg*rding the inclusion of the $*** monthly p*yment *rr*ngement for the old *ccount. Your prompt *ttention *nd *ssist*nce in resolving these m*tters would be gre*tly *ppreci*ted.

  Reg*rds*

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

  Business response

  04/05/2024

  De*r ****** ******:
  
  Th*nk you for your inquiries. The responses to your questions *re below.
  
  ** Beginning with your next bill* you will see the inst*llments billed on e*ch bill in the *djustments &*mp; Service Ch*rges *re* of your bill. It will be billed *nd *dded to e*ch month's p*yment. You will not see * running b*l*nce on the bill or online* *s th*t option is not currently *v*il*ble from our vendor.
  
  ** P*yments *re limited to $*** or less e*ch when m*de online using debit or credit c*rds. Using your b*nking inform*tion (routing number *nd *ccount number) p*yments over $*** *re *llowed.  Ple*se note* however* you h*ve not been billed for your inst*llment pl*n yet so the p*yment needed by */***** is $***.*** 
  
  *. We reversed the fees *ssoci*ted with the return of the $****** p*yment. The only fee th*t rem*ins is the one for the $****** p*yment. 
  
  *. Since we've forgiven the return for the $****** p*yment* your *ccount is eligible now to rest*rt direct debit *utop*y* which you c*n set up online by logging into your online *ccount port*l or cont*cting us by phone *nd spe*king with one of our Customer Service Represent*tives.
  
  If you h*ve *ny questions or need further inform*tion* ple*se cont*ct Customer Service by em*il or by telephone *t the numbers listed below.
  Th*nk you for using our online service. 
  Sincerely* 
  Customer Service 
  City of G*inesville* G*inesville Region*l Utilities
   
  Phone ***-********
  Toll-free **************
  PO Box ******* St*tion ****
  G*inesville* FL *****
  Note: Under Florid* l*w* em*il *ddresses *re public records. If you do not w*nt your em*il *ddress disclosed in response to * public records request* do not send electronic m*il to this entity. Inste*d* cont*ct this office over the phone or in writing. 

  Customer response

  04/05/2024

  [* def*ult letter is provided here which indic*tes your *ccept*nce of the business's response.  If you wish* you m*y upd*te it before sending it.]

  Better Business Bure*u:

  I h*ve reviewed the response m*de by the business in reference to compl*int ID ********* *nd find th*t this resolution is s*tisf*ctory to me. 

  Reg*rds*

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

   

• 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,

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

   

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company falsifies readings and then compensates quarterly to accurately reflect water meter readings. Over the years I have notice that my water meter readings are marked as "read" instead of approximated. After a few months of having almost no water billed, there is a marked spike in the alleged usage of water. This then places me into a tier of water usage that is extremely costly. The inaccuracies in the water reading are extorting customers and falsifying bills.

  Business response

  07/05/2023

  Our records show the customer contacted us by phone and a Supervisor request was placed. *** *** contacted customer on 6/29 and offered a resolution to this complaint that the customer accepted. No further action is required based on this contact.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started service back on March 23rd of this year. As of May 17th, I had not yet received a bill. I contacted GRU to make sure the electric was in my name. Their response (in a screenshot below) was that they were having billing issues because of migrating to a new system. I was NEVER made aware of the issue by phone, e-mail, or snail mail. I was not made aware of it until I reached out to them. I do not believe I should be responsible for the two bills I got totaling over 800.00 for April and May since it was their error and not mine.

  Business response

  06/05/2023

  Dear **** **********
  
  Thank you for your correspondence. Our records show your account migrated from our previous Customer Information System missing some key billing information that had to be manually input by our Billing Department. Once this was complete, because service started on 3/24, you are responsible for all billed charges, which does not include any late fees or penalties for non-payment. Your fist bill dated 5/18 (3/24 to 4/18) for $272.07 (which includes an installment) was due by 6/9, your second bill dated 5/22 (4/19 to 5/17) for $283.43 (which includes another installment) is due on 6/13 the two bills together total $555.50. You have a $290 security deposit requirement, which we are billing over your first three bills at $96.67 per month. Unfortunately, we are unable to reduce any of the charges within, however, if you need extra time to pay, we are more than willing to work with you since two bills produced un-ideally in the same month. We advised that each bill comes with an automatic 14-day extension to pay without fear of disconnection and as of today, even though you have been billed accordingly as requested you have yet to make any payment.  
  
  If you need to make alternate payment arrangements, please contact us by phone using the numbers below so we can better assist you as you've never explained an alternate amount you're able to pay and by when. Please note, a balance reduction is not possible.
  
  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

  06/06/2023

  [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: my information was NOT migrated.  I am a new customer (very dissatisfied) at this point.  They NEVER notified me about what was going on and I had no clue what any billing was previously and never contacted me until the two bills were run.  I told the lady that called on the phone that I was at work and was unable to talk and that is when I hung up.  How am I supposed to make an average bill payment when I NEVER HAD A BILL FROM THEM?  I will gladly make payment arrangements to cut this $555.00 up over the next 12 months in addition to my monthly bill.  Otherwise the next step will be contacting the state attorney and a private attorney to start a class action suit.

  Regards,

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

  Business response

  06/14/2023

  CUSTOMER EMAILED US DIRECTLY PLS SEE BELOW AS AN AGREEMENT HAS BEEN REACHED:

  06/12/2023:

  ----- Description -----

  
  ***** ***********************
  ******* *** ********** ******** **
  *** ***********************
  ******** *** ********** *** ******* *******
  *** ******
  
  ----- Description -----
  ***** ***********************
  ******* *** ********** ******** **
  *** ***********************
  ******** *** ********** *** ******* *******
  *** ******
  
  
  
  I can pay the 290.00 this Thursday and stretch the 336.16 over six months.

   

  Dear **** *********, Thank you for your inquiry. We are unable to provide an installment plan stretching your balance for 12 months. Per the billing manager, you can pay the $290 security deposit immediately and we can put the remaining $336.16 into six installments. Option 2 is to pay half of the complete balance in the amount of $326.08 and the remaining $326.08 into six installments.

  If you have any additional questions or need further information, please contact Customer Service by email or by telephone at ************.

  Thank you for using our online service, Customer Service Gainesville Regional Utilities *** ** *** *** ************ ** ***** **** **** ************** 

  06/13/2023

  Dear **** *********, Thank you for your correspondence. Once the payment has been made please contact us by email, phone or in our lobby so that we may put the remaining balance on the installment plan.

  If you have any additional questions or need further information, please contact Customer Service by email or by telephone at ************. Thank you for using our online service, Customer Service Gainesville Regional Utilities *** ** *** *** ************ ** ***** **** **** **************

  ----- Description -----

  ***** *********************** ******* *** ********** ******** ** *** *********************** ******** *** ********** *** ******* ******* *** ****** I can pay the 290.00 this Thursday and stretch the 336.16 over six months.

  On Monday, June 12, 2023 at 03:46:01 PM EDT, Customer Service <(> <<)>[email protected]> wrote:

  Dear **** *********, Thank you for your inquiry. We are unable to provide an installment plan stretching your balance for 12 months. Per the billing manager, you can pay the $290 security deposit immediately and we can put the remaining $336.16 into six installments. Option 2 is to pay half of the complete balance in the amount of $326.08 and the remaining $326.08 into six installments.

  If you have any additional questions or need further information, please contact Customer Service by email or by telephone at ************.

  Thank you for using our online service, Customer Service Gainesville Regional Utilities *** ** *** *** ************ ** ***** **** **** **************

  ----- Description -----

  ***** *********************** Created On: 06/12/2023 12:29:21 PM *** *********************** Subject: [EXTERNAL] Re: Billing Dispute *** ****** I am rejecting this response because: my information was NOT migrated. I am a new customer (very dissatisfied) at this point. They NEVER notified me about what was going on and I had no clue what any billing was previously and never contacted me until the two bills were run. I told the lady that called on the phone that I was at work and was unable to talk and that is when I hung up. How am I supposed to make an average bill payment when I NEVER HAD A BILL FROM THEM? And if they're still adamant about stating that they advised customers to pay their average bill payment...since I was never a customer before this, then my average bill was $0.00. I will gladly make payment arrangements to cut this $555.00 up over the next 12 months in addition to my monthly bill. Otherwise the next step will be contacting the state attorney and a private attorney to start a class action suit.

*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. ↩