Complaint Verification You are: David Kaspersin If you are complaining for a business, the business name is: Dynamic Recording Studio Your address is: 2844-46 Dewey Ave. Rochester, NY14616 The Utility you have a complaint about is: Rochester Gas & Electric Corp. You have also provided your account number: 20012155766 You have given your phone number as: 585-739-6271 You have provided a daytime reach phone number of: 585-621-6270 You provided us with your email address: drk@dynrec.com What is the problem you are experiencing Saturday 12/23/17, High Voltage spikes coming into our building. Started at noon. UPS showed 11 spikes in one hr. Called RG&E 800 #. COMPLETE waste of time ! Never got to speak to a person. They ask you to type in your phone #, and I was told I do not exist in their data base ! I do when they send out the bills ! Dynamic Recording has been the RG$E'S customer for 42 years, in this building, and with the same phone # ! Tried their on-line form and got this: "We re sorry, but we cannot find an electricity meter for this account. Please contact our electricity emergency number at 1.800.743.1701" NOW, I am (ANGRY)! Dial 911. Sorry, we have a # for the RG&E, but can't give it out or call it. I was able to convince her that HV spikes could cause a fire, so she called the Fire Department. BIG Fire Truck and one smaller emergency vehicle, and Five Fire men. Showed them the spikes on my Data Logger, and they called the RG&E, but said it will probably be a LONG time before any one shows up. Fire Department made the call at 1:00 PM. Mean while the Spikes keep getting worse, so we shut down everything. (I will probably get a rebate for the non use of the electricity that we need for our business) Stayed at the Studio until 5:00 PM. No one came or even called from the RG&E ! Sunday, 12,24 no more spikes, but we have a problem with the heat system. I am SURE the RG$E will be happy to pay for it - - - Sunday Night - Circuit down for 8 hrs. Could not find out why. ================================ Sent this to the RG&E on line form: It is so SAD that the RG$E has become a worthless Company. What I sent you was YOUR power tripped off line 15 Times in 1 hour. It gave us 15 High Voltage Spikes and destroyed some of our equipment. The 800 # is worthless !We have been a cutomer, AT THIS ADDRESS, AND WITH THE SAME PHONE # FOR 42 YEARS !!! BUT, WE ARE NOT IN YOUR DATA BASE, AND SO WE CAN NOT USE THE DAMN 800 #. # Questions: 1. Why 15 trips ? 2. What Circuit # ? 3. The power went out for 8 hours. Why ? Answer from the RG&E: Dear David Kaspersin, Thank you for your recent correspondence. Our records show that the phone number of record is associated with your business account (Dynamic Recreation Corp) and your personal account. If you use your phone number to locate your account when calling in, this will create a problem in our system. We also see that you have one account number for your electric contract and a separate account number for your gas contract. If you had accidentally provided your gas account number when trying to report your issue on our electric emergency line, this will also create a problem. Please use account number 20012155766 to report electric issues when using our automated reporting system. On 03/23/2017, we responded to a report on high/low voltage at 2844 Dewey Ave location. It was found and reported that voltage going into the build was fine but connections in the meter box had corrosion on them and an electrician should be contacted to do a maintenance check on the equipment. We are unsure if an electrician was contacted and obtained to do this maintenance. We suggest that you contact an electrician if this issue occurs again, at the time it is occurring. The electrician will be able to determine if the issue is due to internal wiring or is due to voltage coming into the building. If the issue is on our end, call us and we will come out to correct the issue. You can submit a claim to be reimbursed for the cost of the electrician through our Claims Department. This is the best way to determine what is occurring with the voltage at your business so that it can be corrected for you. Our records do not show that there was a power outage at your location this month. Please reply to this message with any future email inquiries. Sincerely, KCS If the Power Goes Out, You Wonât Be in the Dark. Sign up to receive Outage Alerts your way for your location. Receive an alert by text, phone or e-mail if your power goes out. You can also receive estimated restoration times and a notice when power is restored. Sign up today at rge.com. Please note: the part about the circuit breaker was made up by the RG&E. What resolution(s) are you seeking? 1. What was causing the outages ? 2. What they finally did to fix the problem. 3. The RG&E should have full time, trained people answering the phone 24/7. Entering your phone or account number, in the dark, is not acceptable, or safe for a customer with an Electric or Gas problem. What resolution did they offer you? None ! If the RG&E disputes my complaint, I have the data logger files to prove it. And several other business and homes on this Circuit all experienced the same problems. AND no one could get through to a person at the RG&E. If the above information is correct, you may now attach one file that contains any documentation associated with this complaint. Then press the "Submit" button below to process your complaint. If you wish to make corrections to the above information, please use the "Return" button.Included this in the report:
Station 39 on Boxart St. where I am fed from on Circuit 0039RO0292
Received a call from a very nice lady at the RG&E. She said I was correct on everything, and I would here from them. I told her the Circuit Breaker at Station 39 should have locked out, and I explained why. She wrote everything down and said some one from Electric Substations would go to 39 and look into it. I stopped at 39 the next morning and some one had indeed shoveled there way in. (Probably cursing me every step of the way :)See pics below:
PSC complaint 01/19/2018 #811586 Surprise ! No responce from the RG$E ! Called PSC. All they could, or were willing to do was connect me to the RG&E "Executive Office". I told them that I would be wasting my time! She said sorry that was the only choice. Mrs. Williams answered at the RG&E, and when I told her nothing has happened yet, and my phone # is still not in their 800 data base, she called the 800 # and once more found out I am still not a customer. So then she entered my RG&E account # AND that is not in the Data Base either. Once again I reminded her that entering a phone # or account # in the dark is not the best way to go. She agreed, (yea right) and said she would get right on it AND someone from Substations would call me. We were disconnected, and when she called back, she called on my wife's Cell Phone. Think about it - - - 01/29/2018 Received a call from an old friend at the RG&E. I asked him if he drew the "short straw" ? He was very honest and told me the circuit should be Trip Tested. BUT, he said it would be very doubtfull if that happened. AND, he called on my wife's Cell Phone - - - Think about it - - - Stay tuned. I do not give up easily - - - Sound recordings from both calls: Call 1 Call 2