Contact RGE Customer Service

Contact RGE Customer Service

Contacting RGE Customer Service Center

RGE or Rochester Gas and Electric is a utility company serving residents in the Rochester area or New York. The company services more than 650,000 customers with gas and electric in nine counties of Rochester. The parent company, Iberdrola USA, serves more than two million customers in all.

to leave a comment about your customer service experience.

Contact Info:

Phone Contact Numbers

The RGE customer service department is open from 7 a.m. to 7 p.m. Monday to Friday. There do not appear to be any hours on the weekend, though there is a 24-hour service line available for customers who need emergency service.

  • Customer Service: 1-800-743-2110
  • Make Payment Arrangements: 1-877-266-3492
  • 24-Hour Emergency Line: 1-800-295-7323
  • Customer Service for the Hearing Impaired: 1-800-962-3293
  • Spanish Customer Service: 1-800-743-2110

Mailing Address

RGE customer service offers two addresses for customers to mail communication and payments. The physical address for customer service is the same as the physical address for the corporate office.

RGEAttn: Billing DepartmentP.O. Box 11747Newark, NJ 07101-4747

Or

RGE Customer Service89 East Ave.Rochester, NY 14649

If you’d prefer to visit RGE customer service in person, there are offices located in Canandaigua, Geneseo, Sodus and Fillmore. The only office open on Saturdays is an office on West Ave. Contact customer service for more information on hours of operation and specific location of all payment and customer service offices.

Official Website

We found the official website for RGE customer service located at http://rge.com. The site serves to information customers about the company, service availability and customer service options. The RGE customer service page is available at http://rge.com/contact.html. There you will find every piece of contact information published by the company.

Customer Service Email

There is no direct email address available for customer service, but there is a form customers can fill out to submit questions to an RGE customer service representative. If you have an electric or gas emergency, RGE suggests calling customer service immediately. Emails are sorted and processed, which means there could be a significant amount of time between when the email is sent and read.

Our Experience

RGE is a large utility company, so we expected an automated system. When the call is answered you can press 2 for billing, 3 for new construction or to stop or start service, 4 to have your meter read or 5 for outages. If you need additional options press 6. We pressed 6 and another list of options started. We pressed 4 and our call was forwarded to an RGE customer service agent. The call, from start to answer, was picked up in less than 2 minutes. The majority of the time on hold can be attributed to working through the automated list of options.

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15 Comments on “Contact RGE Customer Service
  1. I have complained several times about the meter reader only reading my electric and not my gas meter. My gas meter is located 2 ft. from my front door and I keep the walk and steps shoveled. I don’t appreciate a bill for $283 00 because he is too lazy to bend over or wont take the time to look for it,just because its not right next to the electric meter im very pissed off about this and would like a reply.

    • I’m sick of RG&E trucks parking their trucks on my lawn. I just purchased this property in late 2014. I have been fixing their tire ruts all Spring. Again this past week huge ruts! I have spent hours making the road shoulder wider for their trucks and they continue to pull way over into my yard.

    • the time on hold to wait for a representative, is so very very long, and often never getting a response, having to hang up and try again. Since RG & E has no competition, it seems that the thought from them is that customer service is not that important. The reps sound “not so friendly”, and perhaps because they are overloaded with not having adeqate help. PLEASE RG &E, treat us customers like we matter !!

  2. RGE sent out letters stating they were going to TRIM back tree branches around power lines. I was horrified when i saw what they did to my beautiful pine tree in my front yard. They did not trim the branches, they completely removed the whole branch to the trunk of the tree more than half way down the tree. Now I have a huge chunk of my tree missing and it looks awful. How can they completely disfigure such a beautiful tree.

  3. RGE’s power lines sparked, started a fire in my yard, and could have burned down my garage. The entire block lost power. While I appreciate the fact that electricity was resumed in a timely fashion, RGE left the branches that trimmed off of tree in my garden. When I called customer service RGE says removing the branches is not their responsibility. I guess the customer has to bear the responsibility for RGE’s shoddy equipment, even when it causes fires!

  4. Regarding RG&E’s Customer Service and “Appeals Dept”-
    In dealing with working out payment arrangements with your staff, from Representatives, their Supervisors and even your “Appeals” manager, whom I found most unprofessional and condescending when I had two incidences to address my account activity both in March and even today, (June I) I am beyond frustrated that your computerized systems and your hands-on Reps cannot seem to direct you to the proper services or even operating phone numbers to address your particular situation. I’ve tried for MONTHS now, calling dozens of times to resolve this debt and kept getting “stonewalled”!!
    In even attempting to provide your ‘Medical Dept.’ with pertinent info, your personnel can’t even connect you there, the phone number given out is non-working and defaults to the basic number which puts one on hold indefinitely!!! I have been trying to address my problem since JANUARY, have lists of Reps, Supervisors and even the “Appeals Manager, who is almost impossible to work with, even my Physician’s office is frustrated in dealing with your ‘Red Tape”!!!
    I am seriously considering Legal Intervention as I cannot seem to work out ANY feasible agreement with RGE. I cannot even reach YOUR Medical Dept. as Ms Williams, in Appeals referred me to, because it appears, again, the phone # defaults to a ‘Call Center” where the Rep, you finally get to speak to after many minutes on hold, has no knowledge of such a number!!! I strongly suspect you DON’T want our attempts to rectify our issues done easily!!!
    I am wondering how many folks on Facebook have these problems??!! I may try there!

  5. I live in a townhome in chili ctr. we have 10 homes on our street. our security dusk-dawn light has been out for 7 days. we feel inscure without that light. we know its not a priorty. but several calls is not working. thanks

  6. i live on slab city road in Cato NY every time i turn around the powers out in this area for about the same 40 people it time this problem gets fixed if this going to keep on it is time to start deducting money from are bills this is bs you should have a truck just parked on this road

  7. I THINK IT’S TOTALLY PREPOSTOUROUS THAT RG&E WOULD CUT DOWN TREE BRANCH’S AND LEAVE THE DEBRIS IN OUR YARD. I CALLED CUSTOMER SERVICE AND RESPONSE I GOT WAS IT’S OUR RESPONSIBILTY TO CLEAN UP THE LITTER. FIRST OF ALL WE WERE NOT NOTIFIED THEY WERE DOING SUCH WORK SECONDLY WE ARE AN OLDER COUPLE AND I PERSONALLY AM A HEART PATIENT. LIFTING THESE HEAVY BRANCH’S MIGHT POSSIBLY CAUSE A HEART ATTACK. IF THIS HAPPENS CAN WE SUE RG&E FOR NEGLIGENCE? ALSO IF WE HIRE SOMEONE TO DISPOSE AND CLEAN UP THE MESS CAN WE BE REINBURSED? I FIND IT IRRESPONSIBLE OF RG&E TO DO THIS WITHOUT NOTIFYING US WORK BEING DONE AND WHAT OUR OPTIONS WERE.

  8. This is the formal complaint I sent to RG&E about the staff in their Sodus office:

    Upon the advice of your credit office, I visited Sodus to have documents faxed to your financial department, who would then determine whether I qualified for your payment programs. Ms. Debbie Linder took my documents, copied them, and then handed them back to me along with her comments regarding their contents. She refused to fax them while I waited (I was willing to wait while she serviced another walk-in customer), and she claimed her fax machine was “too old to issue fax confirmations.” She refused to sign a page, indicating that she would fax the papers to the proper number, stating “it’s not in my job description. I am only doing my job.”

    I have since learned that the papers were indeed faxed and received, which removes one portion of my complaint. However, the larger issue remains, whether Ms. Linder was acting within her “job description” to examine my documents and ask pointed questions regarding their validity. In my opinion, she does not. Her job is to fax them, not comment about whether she approves of their content — within the hearing of another customer!

    I must admit I am not surprised at her behavior. A few years ago, when I evicted her deadbeat, party-loving daughter, Ms. Linder “helped” her move — by shoving a screwdriver into the motherboard of a 5-year-old high-efficiency furnace and causing over $700 in repairs. She also tried to alter her daughter’s final reads so that the new tenants would be stuck paying her daughter’s utility bill.

    Is this the kind of employee that you want representing RG&E? You are entitled to answer that question in any way you wish, but if affirmative, then you will have to expect to receive letters like these.

  9. I swear I hate that they are the only source of electricity for us. I wish we had other options. They read the meter when they feel like it or they just estimate from last year and I have to keep calling for adjustments

  10. I tried to contact a “live person” today to pay off my grandson’s delinquent gas & electric charges as his power was shut off today. I have several times in the past paid these items for him over the phone by credit card and by check. During this time he was young man not able to handle money very well; this is totally different matter.
    In July of 2015 this young man fell off a second story roof and was badly injured. He has been disabled since and is still under doctors care and not able to work, He receives regular payments from worksmens comp. Now,because he is late from not getting his check; his power was turned off today.

    Since he is my grandson I have given all the personal info except his account number; you are refusing to let me pay the bill. You have on record that I have paid his bills before. Why now that he is disabled; is his power off and I’m not able to pay to put it back on.

  11. Their customer service reps are horrible and lack the very basic people skills. I had the worst one of them all named Samantha and Leah. Instead of helping the consumer they hung up the phone. Their attitudes should not be tolerated in the work place. I wish that their was another supplier that I could go to!!!!!

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