GRU - Gainesville, Florida

Brea B.

If you are planning to transfer services with this company, don’t. The customer service lady was kind enough but I had just moved into a new unit called a week prior to make sure everything was prepared and transferred, was told it would be a 200 dollar transfer fee and was told I’d see it on my next bill.
The time came and went and I never saw the bill, was told I had a credit on my account and that covered the bill. Didn’t think much of it the next month comes, I wake the week for me the bill doesn’t load in until the 7th of the new month. I check daily and realize it’s not going to load in, I begin calling only to sit on hold everyday for 15 minutes or longer and can never get in contact with anyone. Two weeks into the new month I finally get in contact with a representative who informed me that I had a new account (something I was never altered if prior to my move and I was never given access to the new account) and that’s why my bill wasn’t loading in. So the info I was given prior was incorrect and now they were expecting me to pay 330 today and I had a few ways to pay another 400. Found out the reason I never got a paper bill is because they never updated my billing address like I’d requested, and couldn’t call me because they never updated my number even though I called to have that fixed four times prior (mind you I’ve been with this company for over a year now) under a incorrect number that they kept claiming to fix.
It’s incredibly unprofessional and ridiculous to expect people to pay something when you never sent the bill or have access to anything. I communicated my bill seemed high for the second month in the new unit since I’d only used less then a 100 dollars the first month and was told if I could figure out the source of the issue maybe they could do something for me.
GRU, your lack of communication is wild.

Trent B. (.

Called about a gas issue and requesting that 8am be the time. The representative said it would have to be 8 - 12 and if they showed up and no one was home there would be a 30$ charge. Nobody came 8 - 12 and when I called the customer service was extremely unaccommodating to the problem other than offering to cancel the service. He explained that they could come at anytime that day and there could be no general time selection. It is absolutely inexcusable that a power company responsible for an entire city is unable to formulate a generally accurate scheduling system, even months out. And what if a customer is unable to take off work all day? does that customer receive no service because they are tight on money? If their timing is inaccurate where is the customers compensation check for their wasted time and day of work lost? I am completely dissatisfied with this company and it ought to be reformulated or removed from the city of Gainesville

Bill F.

This company is a joke. They rip people off, have the worst customer service. Me and my partner live in an apartment and when GRU updated the Water Meters at the apartment complex, it busted a pipe. Didn’t know that till I got my bill that was about $600 more than usual and all waste water. I reported it. Then the next month I got another bill for $1500. I reported that as well. They pointed fingers at the apartment complex, and the complex was blaming GRU and we were stuck in the middle with a growing bill.

When they finally got the plumber out to stop the leak, 4 months later, the bill was well over $2500+. I was told that GRU would write off the excess waste water and they would notify me when it was done. Fast forward 8 months, I never received a notice and continued to pay my normal bill, when one Monday morning, I am notified by my maintenance guy the the power has been shut off. I proceed to call GRU and am told that they settled on paying $600 and that I was responsible for $1600. First, how am i responsible for something they broke, and second I was never notified about a settlement or that the power was being shut off. I had to pay $500 that day to get it turned on and made a payment plan to pay an additional $1000 the next week. My apartment complex gave us a $1000 credit towards our rent to help us, even though they told me that GRU had to have the plumber come out and not them so they were not responsible.

Fast forward to this week, and they shut our power off again because we owed the last $123 that they were supposed to roll over into our bill. They said they didn’t see a payment plan, even though the week prior they got $1000 and $500 the week before that. So they shut the power off over $100. I am disgusted and disappointed that a company can essentially bully us into paying for something that we shouldn’t have to pay for in the first place. I hope that the leadership and customer service team see this post. How unprofessional and disrespectful this company is, is a tarnish to the Gainesville community. If I could give 0 stars I would.

James P.

This is easily one of the most predatory power companies I have ever had the displeasure of being under the oppression of. Their prices are some of the highest in the country, their employee and customer satisfaction is lower than COX or Comcast. Let that sink in.

Joshua A.

GRU can afford poor customer service because of their stranglehold of a monopoly in the area. Unfortunately I had to pay a deposit because they're high rates made it difficult for me to pay on time. Now that I have left the area and moved to another state that does not seem to have the same harsh policies, I am owed the deposit. However, GRU is dragging their feet in sending it. Maybe they'll just keep it for themselves. I would hope that they use it to lower their rates but, let's be honest, that's not going to happen. I'm just glad I don't have to deal with GRU anymore. If you're able to, invest in a generator. It will save you money.

Chris F.

After being on hold for almost an hour I asked when my power can be expected to be back on (it's been off since Wednesday of last week) and I was told that they don't know. They don't know? It's a utility company NOT a lemonade stand, how the heck do they not know?! Very Disappointed, hopefully there will be more utility companies coming to our area to compete. Losing customers & business has a tendency to help people figure out what they don't know.

Mara S.

I just moved to Gainesville, beautiful place to be. I’m from Orlando so I thought Duke Energy and OUC was bad… GAINESVILLE REGIONAL UTILITIES IS THE MOST BEYOND REASONABLE DOUBT DESPICABLE COMPANY FOR UTILITIES I HAVE EVER DEALT WITH IN MY LIFE!!!! i thought 200 deposit was a little bit dramatic with other companies but $575.00 due to CREDIT?!?!?!?!?!!? ARE YOU KIDDING ME RIGHT NOW?!! DO YALL NOT SEE OUR ECONOMY RIGHT NOW I guess not…what is an extension going to do? On top of rent already being high in the state, you guys are a sick company!!!! It has gotten to a point where I have to reach out to the state because this is not just unfair to my family but unfair to families all around Gainesville.

Derek C.

The worst. Overly expensive with electric bills running to $200 or more in the summer months. I mean one needs to make at least $70k or more a year to be able to afford the summer month bills; and their budget billing doesn't help because you end up being overcharged in the cooler months when the bill is actually lower. They only care about money not whether people are without power or not.