ComplaintsforPSE&G

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to express my concerns regarding the credit not issues I have been facing with PSE&G during the months of September, October, and November. As you mentioned, it appears that the credit is not being granted due to issues on PSE&G's end.I understand that utility companies can face challenges, but I am unsure whether this issue is affecting all customers or if it is specific to my account. I would appreciate clarification on whether this is a widespread problem or if there is a unique situation with my account.I understand that resolving such matters may take time, and I appreciate your efforts to ensure that when corrected, I will receive the qualified Off-Peak Charging Credits for the impacted time period. Your transparency and commitment to customer satisfaction are commendable.Account # *************

  Business response

  01/08/2024

  Customer received a credit for three months on one bill for the ** charger credits. Sent the customer an email with the breakdown the prior three months. Next month there should be a credit. There was a system error that's is why the customer did not get the credit each month.

  Customer response

  01/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Almost a year ago I entered into PSEG's equal payment plan. This was explained to me by a customer ********************** rep saying that PSEG would take my energy and gas consumption average it out and split that amount into 12 months of payments and my payments would be the same every month. I agreed to this and had no issues for 12 months. In month 6 my EPP rate did go up but not considerably. Now in month 12 I am hit with a $2000 bill with no warning whatsoever. This is predatory billing at its finest. All PSEG says in the fine print about the final bill is that could be a credit or could be larger. How is there no kind of cap on ho large it can be? If I would have known they were going to try and extort me I would have never signed up for the "equal" payment plan. How is anything equal about this?

  Business response

  01/11/2024

  Customer is disputing the amount we billed him for the overage on the **** So the customer is asking for the meter to be changed and tested and would like the *** to be a witness to the testing.

  Customer response

  01/11/2024

  
  Complaint: 21074133
  
  I am rejecting this response because: I informed PSEG that I felt like billing me for $1500 for a final bill on my equal payment plan was unfair and predatory. No where in "any fine print" does it state that your final bill will be enormously high in comparison to your monthly bills. That defies the definition of "equal payment plan." There is nothing equal about the plan if the final bill is 500% higher than the normal monthly bills. To give me warning of this final bill a month in advance is not a counter argument either.

  As a resolution I want this $1500 bill forgiven. I make payments for my consumption every month so I am not looking for a handout but the final bill on an unequal payment plan is not right and there is nothing equal about it. 

  For the record I have filed a complaint with the utilities board and I will ask them for a meter test. But PSEG should forgive me of this erroneous charge because that is exactly what it is. 

  
  
  
  Regards,
  
  ****** Tax-******

  Business response

  05/06/2024

  An equal payment plan is where the customer is billed the same amount every month, at the 6 month period we look to see how the customer is doing on the plan and we could raise or lower the plan, its based on his consumption at that period. Also on the bills everything is listed on how the customer is doing on the *** every month. Customer was supposed to call me back if he wanted the meter changed. Have not heard back from Mr..******

  Customer response

  05/06/2024

  
  Complaint: 21074133
  
  I am rejecting this response because:

  My meter was changed last week. I am waiting the BPU's results. 

  However, I am still seeking a billing adjustment. I am aware of how the equal payment plan works. However, at no point in time was I informed that the final bill would be 3000 percent higher then the monthly installments. This is consumer fraud is it not? How do you call something "equal" if the final bill on the term is not equal to any of the previous months?

  Please credit my account the exorbitant amount I was charged on my final bill. 

  
  
  
  Regards,
  
  ****** Tax-******

  Business response

  05/10/2024

  The companies position remains the same. The reading they took off of the meter was higher than all the prior readings. The customer signed up for th EPP on the Website.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company's deposit policy is not just unconventional, it's downright predatory. Demanding a deposit at the end of the first month, as opposed to the beginning, is a blatant deviation from standard industry practices and reeks of a scheme. This is particularly egregious when considering that no other reputable energy company outside of ********** engages in such absurd practices. The real kicker is the outrageous delay in refunding these deposits after service termination, taking several months, which is inexcusable and smacks of a deliberate ploy. It's a ***** contrast to the efficiency with which other sectors, like real estate, return deposits. This delay in refunding what is rightfully the customers' money, without any legitimate reason or asset damage to account for, is nothing short of a scam. It's a transparent tactic to accrue interest on these deposits at the expense of unsuspecting customers.

  Business response

  12/27/2023

  Called **************** and left a message for him to call me back, instead the customer called customer ********************** and spoke with a inquiry rep. I had the check go out in the mail yesterday morning, but he stated to the Customer ********************** rep the mailing address was incorrect. So I called **************** and finally reached him today 12/20/23 and stated to him I reached out to cash refund to have the check voided  and reissued to the correct mailing address. I did ask the customer if he wanted to do it electronically and customer stated he tried but it did not work

  Customer response

  01/03/2024

  
  Complaint: 21000816
  
  I am rejecting this response because:
  
   I have not received the refund check in the mail yet. Waiting on this currently.
  
  Regards,
  
  ***********************

  Business response

  01/03/2024

  The new check was mailed out today 1/3/2024.

  Customer response

  01/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have received the deposit back. 
  
  Regards,
  
  ***********************

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their my energy report compares me to house twice the size. I called twice, on hold for 35 minutes time after a grueling robot wasted 10 minutes. The ** robot answering is HORRENDOUS, like does not work at all. Who is getting paid at PSEG to NOT DO ANY WORK. 35 minutes to speak to someone who can't even help me? I am still on hold 25 minutes and counting. PSEG F**LURE at customer ********************** continues. 15 minutes is inexcusable. 35 minutes, Service Desk manager should be fired the *** should be fired as well. and NO they should get severance or parachute deal. Absolutely disgusting!

  Business response

  12/27/2023

  Spoke with **************** and apologized for the long wait time.  **************** was advised that we are in the process of training new agents to support our call center to try and eliminate/reduce hold times. **************** was also advised that PSE&G does not compare customer's usage for various reasons which he understood.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been paying for a Worry Free contract for years on multiple appliance. I had Service on November 29, 2023 for my refrigerator. The technician said the compressor was bad. He also said the contract allows replacements of compressors except the make refrigerator I have. He went on to discredit the company and said it had lawsuits against them. The whole idea to purchase an extended warranty is to have your appliance covered after original warranty ends. If PSE&G was aware of this they should have specified the warranty wouldn't cover this make and model refrigerator. I personally have tried to contact them by phone and email. It was an hour wait to speak to someone so I accepted the option of a call back which I never received . They have yet to respond to my email. I have been paying $12.86 monthly just for the refrigerator for years. I would appreciate some assistance regarding this issue . Thank you, ***********************

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  woke up as i am moving to see my bill amount it wont let me in having asked me to change password i did cant spend any more time cant get in. wont accept code please reset my account 107 *************** ***** ************************* please. i cant spend all nght too much toi do should be easier to use.pls reset my account

  Business response

  12/04/2023

  Called customer twice and left 2 messages. Customer has an issue with the website, I am not able to reset the information but just delete it and she can go back on and create another user name and password. Was not able to communicate that information to the customer, she never returned my calls.
  
  

  Customer response

  12/04/2023

  
  Complaint: 20931037
  
  I am rejecting this response because: received no calls. i have no phone now. i got in they are useless and working to get out of **
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I switched from a home warranty company to PSE&G's worryfree plan. My plan went into effect 11/14/2023. I was offered a promotional 70% off when I signed up. On 11/24/2023, PSE&G increased the promotional rate to 80%. That is, after 10 days of my plan going into effect, the rates were *****% cheaper. I called to request that I be offered the 80% off rate, but PSE&G refused. I argued my plan was only in effect for 10 days. They still refused. I believe PSE&G should honor the better promotional rate given that I recently signed up.

  Business response

  12/08/2023

  Customer purchased several WorryFree contracts on 10/31/2023 with a 70% off for one year promotion. Customer now wants the 80% off Black Friday WF contract promotion. Spoke with customer. He might not keep the contracts based on the conversation. He is reviewing his other options. He told me that I was wasting his time. I told him that was not my goal and I was responding to his complaint to the BBB. Then he cursed at me, so I ended the call. The 70% discount will remain. If contracts are cancelled, they cannot be purchased again for after 1 year. 

  Customer response

  12/08/2023

  
  Complaint: 20921793
  
  I am rejecting this response.  I asked the **** employee what would happen if I canceled my current plan and subscribed to the new plan (80% off).  She said once I cancel my existing plan, I would be barred from subscribing for 1 year.  So my question to **** is as follow:  If you enticed me with a promotion to cancel my warranty with another provider, why is your solution now to cancel my plan with you?  My other provider will likely not take me for the same reason you are not willing to allow me to cancel and sign up with the new promotion.  Importantly, my other provider gave me a promotion to renew which I clearly did not take. 

  Your black friday promotion was effectively a 33% discount to what I had subscribed to a couple of weeks earlier.  That's a huge difference, especially given that I was only 10 days into my annual plan.  

  **** employee called to offer me nothing.  It was a complete waste of my time.  "Hi, I am calling to say we cannot honor the new promotion."  Well, that is why I complained in the first place. I asked the person to hang up if she had nothing to offer.  I also told her if she had no solution, she should communicate with BBB directly, not call me to waste my time. 

  Regards,
  ***********************

  Business response

  05/03/2024

  Position remains the same

• Initial Complaint

  11/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I live in a two-unit condominium in ***********, **, which was newly constructed in late 2022. I purchased the property in October **************************** late spring/early summer ****************************************************************************************************** utility bills between my unit and the other unit in the condominium building. At my request PSE&G conducted an onsite audit in late spring 2023 and concluded the meters were indeed incorrectly mapped. The meter for the other unit was incorrectly attached to my account. The meter for the shared space was incorrectly tied to the owners of unit 2. And the meter for my unit was not being billed to anyone. At this time, PSE&G placed a freeze on my account and told me to no longer pay my bill until the ****************** corrected the bills. For more than four months I've called more than a dozen times trying to resolve the billing situation. Each time I was told a supervisor would return my call within two business days. I never received a call back. Additionally, I continue to receive incorrect bills and threats in writing that my utilities could be shut off at any moment (despite assurances over the phone that this will not happen). I have now spent over 12 hours on the phone with no resolution. On my most recent call (today, 11/21) I was told the ****************** finished their review and determined I had been UNDER paying all this time (despite no proof to support this claim). I am requesting that PSE&G: 1) provide me with documentation (including meter readings) demonstrating how they came to this conclusion; 2) provide me with updated monthly bills showing what should have been charged to my account; 3) provide a mutually agreed upon reduction to my bill to compensate me for the time I've spent trying to resolve this issue which was of no fault of my own.

  Business response

  12/07/2023

  Sent the customer via email a statement showing the 2 meters consumption for the Kilowatts used on both meters. I sent the statement on 11/27 and then another email on 12/4/23 still no response back from the customer 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Urgent Complaint Regarding Unprofessional Conduct.I am writing to express my deep dissatisfaction with the service provided by PSEG, specifically in relation to the handling of my request for power reconnection. My interactions with *********************** and his department have been extremely unsatisfactory, and I believe it is imperative to address these issues promptly.Over the course of 4 weeks, I have encountered challenges in attempting to reconnect power to a property that has undergone inspection and received approval. Despite my efforts to communicate with ********************, I have faced a lack of responsiveness. Voicemails have gone unanswered, leaving me with no choice but to contact his secretary, who unfortunately has been no help either Repeated assurances have been made ,but regrettably, no one from department has honored their commitment to return my calls. This has resulted in me having to initiate contact every few days, only to be met with the same unfulfilled promises and anger.Today's interaction was particularly distressing. When seeking clarification on the status of my request, I was told that delays were attributable due to holidays. However, the discrepancy in the timeline provided raises concerns about the accuracy of the information provided. Furthermore, the conversation took an unprofessional turn when they just hang up the phone.Subsequent attempts to contact resulted in a highly unprofessional and unacceptable response. He answered the phone engaging in inappropriate behavior, including shouting and cursing. This level of disrespect is entirely unwarranted and contrasts sharply with the standard of service I have come to expect from PSEG.In light of these issues, I am formally filing a complaint and kindly request an immediate investigation into this matter. I trust that PSEG takes customer concerns seriously and will take prompt and appropriate actions.I look forward to a swift resolution and appreciate your attention to this urgent matter.

  Business response

  11/29/2023

  PSE&G received the cut-in card from the City of ******* on November 9, the customers new service was installed on November 22 and the meters were set on November 27 providing the customer with **********************. There were two holidays that were observed during this period .During this period, the customer called PSE&G multiple times, including multiple times on the same day, and was given status updates on the job. There were some voicemail messages from the customer that were not returned since the information requested had already been provided to the customer .PSE&G denies the allegation that a representative used offensive language in his conversation with the customer. The PSE&G representative did abruptly end a conversation with the customer after the conversation became heated.This inquiry has been reviewed by PSE&G with those involved.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My washing maching was leaking and I scheduled an appointment for **** to come out and look at it on Friday November 3rd. I have the worry free contract with them (which I have been paying extra for 16 years - which as accumulated to the amount of around $700). I took off of work for the repair appointment and the **** guy came and said that I needed a new gasket installed in the washing machine. He ordered the part and said I need to call **** back and schedule another appointment for them to come and install the new part. He told me to ask for 2 men to come because it would be a 2 man job. I called them back when the part arrived and the lady and I were trying to figure out a day and time for the repair. I told her that I already took off of work the first time **** came and I didn't want to have to take off again because I didn't want any issues at work. I'm a teacher and I get home from work at 3:30 so she said that she can schedule the repair men to come any time after 3:30. I said that was perfect and we schedulded the date for today, Thursday November 16th 3:30 or after. While I was at work, I received a call at 12:30 from **** that they were at my apartment. I told them that they were not supposed to arrive until 3:30 and they said there was nothing they could do. I was extremely upset because the lady from **** said it wasn't going to be a problem and she documented the 3:30 time frame in the computer. While at work today, I called **** back and they said that they can't come back today and now I have to reschedule. After being on the phone for over an hour with them, I'm now forced to take off of work again to accomodate their mistake. This is a big company and should be operated in a much better manner than this. Thank you for taking the time to read this.

  Business response

  12/07/2023

  Part was installed in washing machine on 11/27/2023. Appliance Service supervisor spoke with the customer. 

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