Customer ReviewsforGainesville Regional Utilities

These folks Are so kind and professional. Thank you, jazz for all the help. And the other employees that have helped me. I am so grateful.. Best utilities i've had

Dear ***********************:Thank you for your compliment submission. We are forwarding this to her supervisor!If you have any questions or need further information, please contact **************** by email or by telephone at the numbers listed below.Thank you for using our online service. Sincerely, **************** City of **********************, ********************** Phone ************ Toll-free ************** PO Box ******, Station A117 Gainesville, ** ***** Note: Under ******* law, email addresses are public records. If you do not want your email address disclosed in response to a public records request, do not send electronic mail to this entity. Instead, contact this office over the phone or in writing.

I stop my account with ********************** last Dec 20, 2023. I got my last reading last January 21,2024. They said they sent the check for my security deposit refund last January 26,2024. But until now I have received that cheque yet. I called them couple of times, now I requested to cancel that check and il pick up the cheque in their office, so they dont have any time frame also when will be the cheque available. First, they did not even give me the option before if how I want my refund be. And for a one month of waiting?!! come on! and they cannot even give me a timeframe of every processing that they have. A big company without a standard procedures for processing a refund?!!! The customer service told me its a case to case basis?!!! No! a big company like you should be operating with a policies in every transaction or processing you have for your customer!

Dear *************************:Thank you for your correspondence. Our records show a check was mailed on 3/14/24 to 1907 ******* *****************************, due to your contact with ** by phone. They also show the item were cashed on 3/19/24. If you have any questions or need further information, please contact **************** by email or by telephone at the numbers listed below.Thank you for using our online service. Sincerely, **************** City of **********************, ********************** Phone ************ Toll-free ************** PO Box ******, Station A117 Gainesville, ** ***** Note: Under ******* law, email addresses are public records. If you do not want your email address disclosed in response to a public records request, do not send electronic mail to this entity. Instead, contact this office over the phone or in writing.

Dear *************************:Thank you for your correspondence. Our records show a check was mailed on 3/14/24 to 1907 ******* *****************************, due to your contact with ** by phone. They also show the item were cashed on 3/19/24. If you have any questions or need further information, please contact **************** by email or by telephone at the numbers listed below.Thank you for using our online service. Sincerely, **************** City of **********************, ********************** Phone ************ Toll-free ************** PO Box ******, Station A117 Gainesville, ** ***** Note: Under ******* law, email addresses are public records. If you do not want your email address disclosed in response to a public records request, do not send electronic mail to this entity. Instead, contact this office over the phone or in writing.

Ive been a customer of ********************** for seven years always having my bill on auto pay and never being late. In May of this year GRU did not bill me. I didnt know what was going on. I didnt receive any letter or a phone call regarding why I wasnt being billed after this occurred. I called them and was told that they have put a new billing system in place and that over ****** of their customers had not been billed that month and i should guesstimate my bill. I was concerned because I had no idea how much my bill wouldve been so I made a payment which was extremely frustrating. Also, as I didnt know when their autopay would kick in, i didnt want to be billed twice in a month and the rep said this was possiblr . This went on for three months. Again, no correspondence or any indication when this would be fixed. In Sept, I received an astronomical bill (the first in three months) because I could not accurately guess my usage each month and paid what I thought the bill may be. I reached out to GRU multiple times. I requested to speak with a supervisor regarding the situation and I have all correspondences with customer service reps saved and to this day, over a month later after having reached out multiple times to express my frustration,I still have not heard from any supervisor. The lack of followup and lack of respect for their customers is evident. I have been a great customer since i moved to the area, and it doesnt matter. this is how their customers are treated. Not only with the highest rates, but also with the worst service. Because of their ownership of our accounts I have no choice but to continue to be their customer until i move. Its astounding that they are able to continue to get away with service like this and take advantage of their customers without repercussions.

We left a message for **** on the evening of 9/26 to advise that we have installed an individualized notification system for delayed billing. Although we did have something on our website and sent mass emails to those with email notifications we are creating a systematic letter to go out whenever there is a delay. Our website also provides an average bill amount so customers can pay something towards their bills to avoid a large future billing. Advised **** that because the consumption was there and confirmed by reads, we cannot reduce the bill amount or remove the delayed bill from our system to negate the charges because the services were used and charges are due and payable. We apologized for the delay and any confusion over the autopsy she has on her account and advise if she has anymore questions or concerns to contact us by phone accordingly and gave her the number to call.

These people are criminals and thieves. They are overcharging and taking advantage of this entire community and they need to be stopped. Since when is it a good practice to raise customers rates AND charge said customers even more so they can make upgrades? Shouldnt that be factored into the already high rates that Im paying? My electric bill doubled in the hottest part of the year because they charged an extra $200 for equipment upgrades I was never told about. How can people budget when we arent even told? Please someone do something, this cannot continue. They are robbing us.

Dear ***************************:Thank you for your correspondence. Unfortunately, we cannot find an account with your name or the email address provided in our system. Please either reply to this post or use the information below to contact us directly so we can be of better assistance.If you have any questions or need further information, please contact **************** by email or by telephone at the numbers listed below.Thank you for using our online service. Sincerely, **************** City of **********************, ********************** Phone ************ Toll-free ************** PO Box ******, Station A117 Gainesville, ** ***** Note: Under ******* law, email addresses are public records. If you do not want your email address disclosed in response to a public records request, do not send electronic mail to this entity. Instead, contact this office over the phone or in writing.

I live in 1 075 Sq ft house. In June 2022 I received a **** for $575.95. I have lived there for over a year and have never had such an outrageous ****. This is almost twice as much as I have ever paid. I contacted GRU via email. They responded and recommended that I check the meters and email them the numbers to compare the readings they had on file. I emailed GRU on July 14, 2022 with the readings. I asked them to please verify the usage reported on our ****. GRU has not responded. I followed up with another email on July 29, 2022 requesting verification again. I still haven't gotten any response. My daily usage of the utility has not changed and my July 2022 **** was back to the normal range. I suspect we were overcharged. I want an explanation for the spike. I want a response from GRU and a refund/credit if there was an error.

Our records indicate two emails were replied to on 7/11 and 7/22 and a call on 8/17. In each, you were advised to read your meter and compare it to the billed reads. If at any time your read taken after the billed read is lower than the billed read, we are happy to correct your ****. Just provide the read and the date taken either by phone, email, or in person. We do ask for patience with our phones, emails, and in-person inquiries, as this is our busiest time of the year with all the returning students thusly, hold/reply/assist times are extended.

I unfortunately have had GRU for 8 years. So glad it's only water now. Seems like every month they report the wrong usage, my password or ID no longer works, can't email them as it indicates their system is currently down or I have to wait over an hour to speak to a Rep on a mistake they made.Worst business with terrible business practices.

Dear *******************************:Thank you for your correspondence. Our records show the customer contacted us by email for assistance with their log in and by time the email was worked, they'd already successfully logged in and paid their ****. They made no mention of any errors that required any attention. We have not talked with the customer by phone since 11/22/21. If you have questions regarding your **** or the information within please contact us by phone at ************, by email at ******************************************* or in person. We would be happy to assist in any way we can.If you have any questions or need further information, please contact **************** by email or by telephone at the numbers listed below.Thank you for using our online service. Sincerely, **************** City of **********************, ********************** Phone ************ Toll-free ************** PO Box ******, Station A117 Gainesville, ** ***** Note: Under ******* law, email addresses are public records. If you do not want your email address disclosed in response to a public records request, do not send electronic mail to this entity. Instead, contact this office over the phone or in writing.

Corrupt and horrible. Once you discuss their corrupt charging and the literal impossibility of it, they refuse to respond and keep ignoring your calls and emails. GRU is a monopoly that change the rates and create their own rates out of thin air. They charge an average rate for utilities for apartments rather than the actual usage per unit. I pay the same utilities in a small studio as others in the same building who have a 3bed townhome. There are no other options in Gainesville so you have to continue to use this corrupt and negligent company. They prey on the students and it is disgusting.

Your concerns are very important to us and it is our goal to provide you with accurate and quality service. Our records indicate you started service at ********************** effective 08/16/2021. The services we provide are electric, water, wastewater, and storm-water. After reviewing the consumption for your current billing period, the consumption is low, the average person uses 500 to 800 kilowatts per month for their electricity and 3 to 4 kgals of water. After reviewing your consumption your usage is currently 270 KWs, which is below the average. If you want to verify your consumption, you may want to have your maintenance department obtain a meter reading and compare it to our reading from 04/01/2022, the reading was *****. Our next reading is listed on page 2 of your monthly **** in the top right corner, we show the next monthly reading is scheduled for 05/02/2022. Although you may not be present in your apartment, appliances are still running for example your refrigerator, your water heater, and any appliance plugged in is still using electricity. We are unable to find any issues with your billing statement. Each apartment at your location ************** has its own electric and water meter, therefore, each apartment/tenant pays for their usage. We show you contacted our *************************** by email on 04/03/2022 and we responded to your email on 04/04/2022 at 2:59 pm. We also show you replied on 04/04/2022 at 5:13 pm and we responded on 04/05/2022 at 2:47 pm. We apologize for any delay in responding to your emails as we are currently experiencing a heavy volume of emails, as a result, response times may be longer than usual. If you have any questions or need further information, please contact **************** by email or by telephone at the numbers listed below. Thank you,**************** ************************************************************************************* ************** Toll-free **************