I’ve been trying to call GRU for DAYS with NO answer. From office opening to office closing with every number they offer and no one answers. How are customers supposed to receive help when NO ONE answers the phone?

Clay Electric and FPL are much better this company charges to much!

Customer service is worse than non-existent. Anyone working in this position should be ashamed of themselves. No call backs, wrong info, rude, dont keep obligations. Multiple calls and emails on a single topic were horrendous. And not a single apology or the semblance of caring. Their moto should be We dont care because they dont have to.

If you can avoid this monopolized monstrosity that runs Gainesvilles power supply definitely do so.. they are so over priced and dont even always read the meter... For 1 person never home my bill was $300. That is garbage and robbery. Avoid this company at all costs. Our local government is allowing this. So make better voting choices as well.

If one can simply give a 0 star I would. After making an on time payment my power still gets turned off. Make it make since!

Ive lived in Gainesville for 44 years. In that time I can count the number of times Ive lost power on one hand. I simply do not worry about my power going out. The times it HAS gone out GRU was on it right away. Reliable equipment isnt cheap. Id pay extra for the peace of mind GRU provides any day and twice on Sundays. A lot of people simply have no idea how good they have it. Thank you for everything you do GRU!!!

I would right everything wrong with this company but I don’t have the energy after being put on hold for almost 15 HOURS during the week. Most concerning, they don’t even try to make any improvements when there are several other complaints and poor ratings. This is a sign of a company that has no care for its customers.

A bunch of spineless thieves. I’ve nothing positive to say about this company. They charge locals and students who live here an ungodly amount, even if you’re very conservative about your utility usage. Nothing but a monopoly, they are completely useless. I’m relieved that as student I am not from Gainesville and living here is a choice, but it doesn’t make it any easier.

Horrible customer service at the window and on the phone! You charge one of the highest rates in the state only for that money to go to Ed Farloski!!!! What a farce! Fire him and improve the overall GRU experience! Better yet, give all customers the choice if service providers so we may improve our service! Why can’t your staff answer phone calls or questions at the window???? Horrible!

GRU is absolutely the worst power company to ever be created. The mere fact that they are allowed to exist and operate is a slap in the face to every customer who is forced to use them. If it were up to me I would throw them out of Gainesville faster than they could blink. If you have the ability use Clay electric and tell the joke of a company to kick rocks.

World class customer service when you monopolize the utilities in the city ... #GoGators⭐ Employing the community⭐ Stimulating the economy

After being an unwilling customer of GRU for 8 years and moving 4 times with no transfer fees, this last move they charged me 3 times what my usual monthly bill was and Ive never had any delinquent notices. Not only are their prices higher than anyone else I know in Florida, but they never check meters and they take forever to to fix power outages. They run every other company out of town because theyre nothing but greedy pigs, and thats an insult to the pigs!!

Worst company I have ever dealt with. They charge you a deposit and then they never give it back. I was told that after 2 years I would get my deposit back as long as I had three consecutive on Time payments. They neglected to tell me the part where you have to have no more than three late payments in a year so even if you have three consecutive on Time payments if you have a late payment in the 12 months prior to your two years you dont get it back so essentially they keep your money forever.

GRU does a much better job than Duke or FP&L or any other utility we have ever had. When things go wrong they fix it quickly. We rarely lose power. My only complaint is that we need more solar & wind.

Gru should Be ashamed they sent me a letter stating that the last six months of 2020 when I was receiving a government assistant voucher for Gru that their meter was broken and that I needed to go back and pay almost $1000 for the six months that they did not catch that their meter was broken! once again those six months I received a voucher for my utilities now they want me to go back and pay out of pocket for those six months again I am lost for words GRU is Damaging to the community and nobody cares. Past time for the community to usher in a new Electric Company!!! I wouldn’t even give them 1 star negative all 5 stars

Worst company ever. Their rates are ridiculous and not consumer friendly considering rent and other expenses are increasing. There is no reason that an electric bill equals to a car payment. Also, their online portal is completely useless. It won’t tell you if your late and they want to disconnect your services without any notice over making a payment short by accident.

My own electric companies PHONE IS DOWN FOR TWO DAYS NOW. ARE YOU KIDDING ME!!! GRU is the worst company I have ever known in my life. Horrible everything. The fact that I can’t call my own electric company infuriates me.

They lie, swindle and over charge everything. Recently was overseas for the military and they treated me with no respect, cut my power off and then had the audacity to charge me 200.00 to get it back on knowing I was overseas on orders. Recently I got back and have moved locations, at which point they keep sending me more and more fees for small stuff. I don’t even live there anymore. They are disrespectful towards military members and the members of the community. If you try to call they are more likely to hang up on you and not answer your calls than they are to actually solve your issues. GRU needs to be regulated and heavily fined for being a monopoly and taking advantage of the community. Maybe one day Gainesville will open it eyes and kick them out.

If I could give a zero, I would. Their pricing is outrageous and suspicious. Even with nobody living in my daughters tiny apartment, the cost is double that of of our 4 bed/ 2 bath home that has 2 central air units and one window unit that run constantly. We have called to inquire and are reassured that the cost is better than what others pay. Maybe so, because I believe they are ripping off the student population across the board!

We paid them. They shut off our power anyway. They say they don’t know when they will come. They never show up.. we have to call them in the morning after being on hold for 45 minutes. To say they never came because of 8 dollars. We didn’t pay them8 dollars and when it’s scheduled for turn off they don’t even allow 8 dollars to roll over onto next months bill. No one that I talked to the day I paid over the phone what I believed was the full amount said actually you need 8 more. Or if you don’t pay the 8 we will turn your power off. Now I have to pay the $50 or 2% of bill for a delinquent charge for them to turn the power back on. How am I going to give you over $400 dollars in one payment and you comeTo my house and turn the power off for over 24 hours??? What is wrong with everyone who works for and gets money from this company??

My customer service experience at the downtown drive-thru payment location was not that great. I think I will find other routes to pay my GRU bill than that location from now on. You try to be polite at the drive-thru as you sit there waiting on the bill to be processed, and speak showing friendliness and those behind the glass acted very snooty and very unfriendly. Just wanted to mention that.

Bad customer service, been waiting on the phone for almost the whole day and nobody picked up the phone

Would give it zero stars if I could. Extremely poor customer service, outrageously high rates (seriously -- they are the highest residential rate in the entire state of Florida), website that isnt functional and a monopoly on utilities in Gainesville. Would give it zero stars if I could, not like it matters since Gainesville citizens dont have a choice. I am very sorry to anyone that has to deal with his company.Adding to this three months later to say their customer service is horrible. Ive never been treated so poorly by anyone in my life.

Power goes out multiple times per month, bill is hilariously high, take forever to fix anything. True trash monopoly.

Genuinely the worst business Ive ever known.

This company would have been out of business years ago if it didn’t line the pockets of the local politicians. A major factor when looking for a new house is if it runs on GRU or Clay Electric.

I had an issue with my toilets not flushing and had a plumber come out to see what the issue was. Because the clog was street-side GRU agreed to pay for it which I am incredibly grateful for. Claire was very helpful in the process.

I’m moving back to my home state because of company. Scary thing is, this is normal for Gainesville residents, no fight against the company, no petitions, no nothing. Bye Gainesville

I don’t even have gru or live in GainesvilleAn some how they got my card information and paid a bill an not giving me my money back I’m seriously considering a lawsuit

Why do I have to give 1 star? Ill give it...just for the crews that keep the utilities running. Those guys do a great job. Other than that.....0 stars or less . Sad to dread the GRU bill every month .

Totally incompetent they do not return your call they do not answer the phone sometimes its busy and sometimes it gives you an index of whats available they also do not know how to read The meters properly they screw it up about every time they do it

The worst customer service i’ve ever experienced!!!

The number only works at times and then you are on hold for over an hour. It is truly ridiculous trying to get help. Also, it is very over priced for the services you receive.

They charged me 85 dollars in fees this month because their website was down and every time I call I just get a busy signal. My bill was paid last week and they said the money got returned yet it says on my bank statement that they got the money fine and never refunded the money. The security guard in here will also put his hands on you if you walk in with your mask on wrong.

The absolute worst people to deal with... the customer service takes an hour of hold time -provided they don’t hang up on you- and the people on the phone are incompetent. They say they’ll work with you with a payment plan, but they have so many hoops to jump through they’ll never offer you one. One would thin having the highest electricity billing rate in Florida they’d be able to hire better help 🤷‍♂️🤷‍♂️. If I could give them a zero I would!

GRU is organized crime and theres nothing we can do about it aside from moving outside the city limits because they have an unbreakable monopoly. We kept our air conditioning at a minimum of 78 degrees all summer and our bills still approached $500 a month. Now that its winter and we havent been using the thermostat much, our bills are still over $300. This review will do absolutely nothing to alter this situation aside from maybe making me feel ~2% better for a few minutes, but Im currently on hold with GRU and have been for over an hour, so I guess I have to do something to pass the time.Their website also accused me of using Internet Explorer. Ive never been so insulted in my life.I hate them so much.

The customer service as it relates to the clerical and administration is without merit. They do not care that they are incompetent, and even more, they seem to relish in the fact that GRU controls the monopoly board. Greeted by surly customer service in the lobby is a sure indication that you will be wasting your time in trying to resolve egregious billing errors. THEY DO NOT CARE, and you will not win. You will leave with no resolve and will have been talked to as though you are mentally deficient, by the most ill-trained, ill-informed, and ill-mannered employees ever. Typically, I would say their customer service ties for Most Horrible with Cox Cable, but today, GRU walked away the winner.

Terrible customer service, and no concern for the average working man in this town... disgusting business model

I cant really say that they have bad customer service, probably because they have no customer service.

I have lived in many different cities. I thought the worst company was SDG&E out in San Diego because of all the brown outs. Boy was I wrong. GRU, aside from having higher rater than San Diego, has zero customer support or notifications. They will shut your power off during a pandemic without even a notice. Need any kind of service after 5. Dont call GRU, there all done for the day. What do you get for the highest rates in the state? You get dishonesty, price discrimination, lack of transparency, and no after hour support so when you get home from work and you have no power... Oh well, not GRUs problem.

GRUs boardroom is still upset about fumbling the UF deal 4 years ago so they take it out on average citizens by bleeding them for every dollar they can. If it wasnt for the fact that they are a utilities company they would of been out of business long ago.GRU is the most unanimously hated company in all of Gainesville. Ask anyone whos lived here for an extended period of time.

If I could give negative stars I would. Tried to get a refund for a double charge and they asked me to have all the criteria for a photo... which I did and sent it on the same day they asked for it. Then a week goes by and they waited until my next statement came out. Then told me sorry there was not a certain criteria in the photo which it’s bold in grey and white on my statement and told me it was already applied to my following month which it was not due yet until the end of the month (weeks from now) and I cannot get a refund for it. Horrible.

This company is horrible!! After 10yrs I wouldve given zero stars if I could! WAY over priced services and horrible customer service. They try to charge you whatever they like and not check your meter.. you can also be gone all month and have everything off and still charge me 300$. Put it this way.. i hate this place so bad that I moving out of gainesvile just to get away from this company! F*CK GRU!!

Comunitaion is above any other.Best service around. More that willing to help. Ricks building and repair recommends GRUBecause they care.If no one knows i bet they do!

Me and this company are best friends at this point bc once or twice a month without fail I am on the phone for over an hour trying to resolve a new issue. It baffles me how poorly coordinated this utilities company is and how little power we as customers have against them. Over priced and incompetent is the nicest way I could describe GRU. You have to be persistent in order to be treated fairly, or else they will continue to over charge and come up with ridiculous fees. I hope the city of Gainesville will do something on behalf of their citizens regarding this greedy company but I truly doubt it.

GRU electricity is almost criminally over-priced. They run a monopoly over Gainesville and I hope they get shut-down. They’re greedy, they don’t care about you, and they engage in nothing short of theft. They’re a bunch of clowns. They’re a joke. Who gave this company permission to exist LOL.

This place is not so bad Im not sure what everyones complaining about. Completely joking, these guys are the biggest crooks in Gainesville, I would literally rather light my money on fire than give it to these guys. Constant bs charges and straight highway robbery. I am not sure why this has to be so difficult

GRU! Please stop messing around with my money! I pay my bill, then check my account to make sure the transaction is done and I also check my statements to see that it did go through. Then a few days later, after I paid it, the money is back in my account. I’m so confused this is the fourth time this has happened and when I called about this problem they blamed my bank and so I called the bank and they blamed GRU. You have over drafted me twice because of this problem and it’s getting ridiculous. I get the run around when I call and it never gets fixed. Please stop. Thanks.

Charging me almost $400 when my real bill is $167 but its because I lost my job and had a bill bounce back. Been trying to talk with someone for weeks and nothing. Seriously? The whole city hates GRU and we want something else. Terrible people and terrible business. Edit. I just walked inside to pay my bill and I see 2 gru employees mocking an older lady for asking a question. Really ..

GRU meter readers trespassed in my back yard. They were there to read the meter on my house, but walked right passed the meter they were there for, and went into my back yard with out permission. There are no meters even in my back yard, and to get to the only gate they have to walk right past the meters. They just had a nice stroll illegally onto my property without cause, and did not even knock to ask permission ahead of time. They had no valid reason to go in my back yard and owned no equipment back there. I called customer service to complain and to get some sort of fix for the blatant illegal activity, and they proceeded to argue with me, not offer any fix for the issue, and google mapped my house trying to invalidate me and to find a reason as to why they trespassed. They proceeded to tell me that they can go in wherever they want as it is in fine print of the contract, and they do this very often in other peoples homes. I talked to 3 people and none of them cared. They have such terrible star ratings for a very good reason. If your people come in my back yard again without permission, I am calling the police. I do not pay $200 a month for terrible service and trespassing on my property.

Crooks. It’s an absolute shame that Gainesville lets these people have such a monopoly on electric, water, and waste. Worst service, worst customer service, and most expensive service I have ever had to deal with. If you were thinking about moving to Gainesville, I would recommend it’s not worth it. GRU IS reason enough for everyone to leave Gainesville.

Cindy is nice, the rest of the customer service people I’ve talked to are so rude and condescending. Also, so expensive for no reason. So. Many. Fees. $44 for 10 minutes of someone’s time? Annoying. Can we protest GRU?

Possibly the world’s worst utilities company. They completely abuse the fact that they have a monopoly in Gainesville although the claim to be a co-op. We put solar panels in the house to get away from them and our latest invoice (dated 8/19/20) actually has readings that are higher than my meter reads currently on 9/3/20.How do we get duke or clay to come in and encourage a little competition? These clowns wouldn’t last a minute in an open market!!!

Horrible they are over priced. I have left town for over a month more then 1 time and the bill frequently was more then when in town.

I cant even give GRU any star the 15th pf december my daughter moved out. Her light bill 608. Gru disconnected my utillties. Then December 17 i had an appointment with Elder Care (do to me not working for the last 2 months being a caregiver to my 64 year old mom, that has to have and has a signed not thats on my GRU of my mom oxygen tanks and her need of 24 hour oxygen. Twice my mom has had covid, this last time came with a minor stroke, which led to her rehab, to going home to black mold. My mother and i both contacted GRU before christmas to transfer her lights to my hone until my daughter account got caught up. Gru told me to pay my mom bill of $382 before service could be transfered aftet all that. GRU, said now we cant transfer until i paid mu daughter past due of 608 and put a 575 deposit down deposit. In which my mom transfer would have came with her transferred lights. So since DECEMBER 15,2020 MY MOTHER AND I HAVE SUFFERED IN FREEZING COLD EVEN TILL THIS VERY DAY. GRU DOESNT CARE OR RESPECT LESS LONG TRY TO EVEN WORK WIYH ANYBODY AND THEY SEE THE STRAIN THE WHOLE WORLD IS IN. BUT CARELESS

Thousands without power on Christmas. This happened AFTER the wind died down. Good luck not freezing tonight.

Overprices everything, drives people who love Gainesville out purely because it makes the cost of living to be disgustingly expensive. Many experiences of me leaving my apartment/home for months, still charged hundreds per month (a shared issue with others the Gainesville community). Hope were successful in getting rid of them soon.

GRU employees are fine. 1 star for how they monopolized the area and it legit costs 2x the surrounding areas.

Awful company run by awful people. They raise rates at any chance including during a pandemic when they know you are quarantined to your house. They provide almost no relief or assistance but plenty of fees and charges some with no explanation at all. The service itself is shoddy and prone to brown outs. If youre lucky enough to get Clay electric you can pay less than half of the bill the GRU charges and still be ripped off. They are going to push people too far one day....

The fact they’re still in business is astounding.

Most expensive in all of Florida.

The organization is very cool

Lightbulb disgustingly high as hell for no reason. You’re better off moving outside of the county for better rates

Thieves! Nothing else to say!

Its sad how GRU gets over on its customers!

Wish there was someplace I could report this monopoly of crooks

Power outage in my neighborhood was restored within 20 minutes. Thanks for the excellent service linemen!!

My electricity bill has been a decent price at my current location but from the last 2 months there has been a sudden increase, even with me unplugging everything and keeping my air at a good degree. Well I call customer service to see what could be the cause and the person starts to get rude after I start asking about options of what can be done to figure out what is making my bill so high when it hasnt been for the majority of my lease in the same area. VERY UNPROFESSIONAL, especially when I am someone who rarely complains and pays my bills on time. Then she tells me to go out and compare my meter from right now to when they checked it which wouldnt make sense since they checked it awhile ago. This company is a rip off and I hate that I cant switch to a different company because of my location!

Terrible. Charge fees if you type the account number wrong, which is not the same as giving them an account with no funds in it. Been on hold for 28min so far. Sad thing is they will send you to collections for $30.

GROSSLY OVERPRICED! I moved out of my Gainesville apartment in March when the pandemic struck, and I made sure to unplug every single appliance before leaving and turn off all the lights. Even with all appliances unplugged, lights off and no water usage, my bill was $60.... absurd! Then, when I went to move out (I was only there for ONE day), my bill surged up to $90. Finally, I went to cancel my utility service and I got charged an additional $50. God only knows where that fee came from because once again, there was no water or electric usage? Horrible experience.

They need more people working the phones. They also need to stop price gouging.

Great Customer service! Nannette was incredibly helpful and pleasant to deal with!!

Extremely expensive and double charged me after I moved because their website is deceptive. When I called to complain about being double charged, the representative I spoke to told me I should be thankful about being charged an extra $300 in utilities for an apartment someone else had been living in for a month. Just ridiculous.

Just horrendous, terrible, money hungry service. GRU is the worst thing Gainesville has.

I guess Im one of the few who have never had issues with GRU. They have been great to me and worked with me while I was out of work for 3 months due to health issues. The key is to call in the mornings, once a week, and try to keep them up-to-date while making what payments you can. But, the customer service has always been good and Ive not had any issues with my service.

Absolute worse Utility Company. Sold our residence over 4 years ago and they just sent me a bill! Tried to claim leave it on service was the cause when I sent a letter to cancel. Didnt see a need to retain the receipt for the letter after a year went by and now they claim I never sent the letter.Shady buisness practices to not send any confirmation or notification. Impossible for me to prove now since so much time has passed. They even verified through the property appraisers office that I sold the residence more than 4 years ago. Still refuse to remove the charges.

Their online and phone payment system doesnt work and they dont care. Power off and no sympathy for you caused by their own issues. They are a terrible company.

I never knew what a scam GRU is until I moved out of Gainesville. I grew up in the swamp and thought $300-$500 utilities bills were the norm. Now I live out west and have never exceeded $100 in utilities, even though I’m living in a much larger, much older home in the freaking *desert*! GRU is the primary reason I’ll never move back. It’s a despicable company and it’s dragging the whole city of Gainesville down with it.

GRU is terrible, customer service staff is rude and doesnt want to be at work, and they have misread my meter which resulted in an additional $200 on my bill on at least 5 occasions in which I had to call and have them do a re-read which I was threatened that if the meter was accurate I would be charged. Each time the meter was unaccurate. Im not sure what these people are doing and why they have the monopoly for this area. Unfortunately they are the only ones in the city that we can get, so we have no choice but to be stuck with this trash service! Thanking God I am done with GRU and will not be returning.

Have spent 2 hours on hold for a simple shut off date change. I understand there is a pandemic but you are also either working from home or at the office.

The perfect example for the utter failures of modern capitalism. Disgusting company.

GRU is AWFUL!! I hate that we have to use this company!

Customer service is always wonderful to me, but it’s unfortunate that they have to carry out protocol of a monopoly company. I hate that there aren’t options for other service providers to make competition, but I think that’s more of a state / city problem. Have been more than helpful in extensions and extenuating circumstances overall though!

If there was a star lower than one, it would be that. When I tell you these people are beyond R-U-D-E. BEYOND! At this point I recommend you curse them out and hang up on them.

Cuts power during pandemic without warning, 90 degrees outside. Food lost, financial struggles from covid, they dont care. Trash company, not people. Worthless inhuman scrubs.

This is a company run by criminals that take advantage of people in bad situations and the fact that theyre a monopoly.I set up autopay and they deleted any accounts made before 2021 without telling anyone and our power got turned off out of no where.Screw this company. I really hope the people in charge get whats coming to them one day.

DONT TRUST! They are all over the place with my personal information, have turned off my service for accidental reasons, and crazy overpriced. Makes it impossible to pay bill because the account number on my bill is not associated with my email because they changed my email account number to my last account number with my previous apartment. When I went in to give my social the worker had no idea what he was doing and took 32 minutes just to type in my social security number.......... I think that speaks for itself.

Overpriced utility company.

Terrible service. No one picks up the phone, their website doesnt work, cant get a thing done.

Rude customer service reps. With everything going on I dont need your sassy attitude when I call in. When asked what the company was doing to help their customers during this covid 19 time, she couldnt even answer me. She had to pull up their website and read it. Maybe you should make sure all of your reps are fully aware of what is going on before you let them answer phones and talk to your customers. Zero help, 100% bad attitude.

This is a very terrible way to do business

Turned off our water to work on it on a sunday with no prior notice. Lovely waking up in the morning to no water. Wont answer the phone to even let people know whats going on, as the office is closed on Sunday .

You have to call first thing in the morning or wait times are long. I wasn’t even put on hold when I called about 8 both times. I did wait about 15 minutes when I called at 4. Every customer service person I spoke to was wonderful. Moving form GA where water, gas, electric and waste was separate I pay less than 1/2 of what I did in Atlanta maybe even a third. Gas rates were triple the price and that was a fixed rate! Water was almost 4 times the amount. I have been very pleased with GRU.

The rates are outrageous and theres no way the meter is read correctly. One month my water usage suddenly tripled. I live alone and spend the majority of my time outside. There have been no leaks, yet GRU claims that my water usage tripled then suddenly went back to the same level.

Seriously the worst service I have ever had. They turned off my sons power that he had on for two weeks because there automated system said he had to go in and show his ss card. They gave him less then 24 hours to resolve this. When I called with him on the phone they could truly care less when I asked to speak to a supervisor she said they were to busy to address my consents. I know the people from gru if they bother reading this will still not care since you have no other option but to use them ...... the government should truly step in and allow completion in the market so companies like this would either improve the service they are to provide or simple to out of business for the horrible work ethic they provide

Absolutely horrible. If you call expect to be on hold for a minimum of 20mins. Sometimes the call will auto hangup or the line will mysteriously drop. They claim to conduct actual meter readings but I have had to call and give them the correct meter reading, and had to call again just to get a accurate bill. Staff seems to be friendly which is the only positive. Did I mention constant rate increases?

Always good courteous customer service, short wait times, will work with you on the bill if you need them to. Responds quickly to outages. I’ve used my generator once (Irma) in 12 years. Concerned how much your electric bill is? Welcome to Florida.

Terrible, even on this pandemic where thousands are without employment they overcharged.I don’t get why people doesn’t do anything

Cut my power after I paid my bill, called, customer service told me someone will be there the same day to restore power. Waited it all day in the house, 90+ degrees with my pet. then somehow customer serivce forgot to send a job order out(according to GRU technician).

I dont believe they even deserve one star. Currently a busy time and cannot accept my calls.. its great that your staff are courteous and kind, but seriously now. Lazy much on picking up trash? I pay for your services not because I want to, but because I have to. I understand the complexity of managing a city, but Im paying for you to service me the same way every time. Dont collect my trash one week when its overflowing and some other time when its filled to the brim not even pick up my trash when you dont even physically get out of your truck to pick it up and put it in. All you have to do is pick it up with your claw and bloop its gone. Amazing isnt it? If not all of it is dumped, oh well, at least you got what was in the trash can. You provide me with two recycle bins and they are always overflowing; yet they are always empty. What, are you going to provide me with two more so as to compensate for that? I seriously doubt it. I live within my means on an as needed basis. I expect this will only be one of many complaints to come, who knows. As a monopoly of primary Gainesville energy output, I ask you step up your game.