Complaints
This profile includes complaints for San Diego Gas & Electric Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 110 total complaints in the last 3 years.
- 30 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:02/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My electric bill skyrocketed from $400-$500 to an outrageous $1300.00!!! This is absolutely absurd. It's clear that this company has no regard for its customers. The greed and carelessness in passing on fines, repair costs, and every other expense to hardworking, middle-class people is shameful! People are already struggling with the high cost of living, barely managing to afford rent, and now we're burdened with these massive, unexplained charges. It's unconscionable to make families pay the price for their mismanagement especially when they are on a fixed income. Ive never felt so helpless. This company needs to be held accountable for how theyre taking advantage of the very people who rely on them the most.
Business Response
Date: 02/18/2025
Customer contact has been unsuccessful. The customer was left with a voicemail and a contact phone number to call back for further assistance.Initial Complaint
Date:11/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have an analog meter which is to be read every other month, no one has been coming out to read it they are estimating my bills I have called and was supposed to have someone coming me out 11/21 , no one came out I was home all day. Someone is getting paid to do nothing. The last time someone physically came out was in March.Business Response
Date: 11/22/2024
Customer was contacted and addressed the program guidelines.Initial Complaint
Date:11/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In summer of 2021, we entered into a contract with ****** for solar energy to cover 131% of our electricity usage (as stated by ******). We provided the documentation ****** requested, asked a lot of questions, and were assured that we should no longer see an electric bill from SDGE. We had our Solar system installed, and began paying the monthly bill in September 2021. We did see a decrease in out SDGE bills and we were mostly only paying for gas usage and SDGE fees for "electric delivery" even though our bill showed we were not using any power from SDGE. For 2.5 years, we paid our SunRun bill monthly, and our SDGE bill monthly. In May of 2024, SDGE sent us a bill for $3,800 and said we needed to pay it immediately. I spent several months going back and forth with SDGE management investigating our situation. They stated that we had been receiving bills for the wrong meter and that we had been receiving incorrect bills for the past 2.5 years. It was determined that the meter number was entered incorrectly either before we bought our house or when our electric box was upgraded by SDGE in order to get SunRun solar installed. SunRun and SDGE worked together directly to do this, and we were not asked to submit any paperwork or anything. It was determined by SDGE that this was no fault of ours, though they weren't sure what had happened. The manager I spoke to said they were going to credit our account for the amount billed and we would not be responsible for it. Later, in September 2024, we received another bill for $1,900 for electric usage over what our solar produced. When we received this outrageous bill from SDGE they "cancelled" all of our previous bills and payment history and we are not able to access any of it. We are being charged for ****** and SDGE errors and have serious concerns about the way they are handling business and customer accounts.Business Response
Date: 11/15/2024
The customer was contacted, and their account will be reviewed thoroughly.Customer Answer
Date: 11/16/2024
SDGE called to try and resolve the issue. They did not resolve anything and continued to tell me that this was a bill I was responsible to pay for. They did not acknowledge their mistake or address the issue of continued bills being sent to me when I was told we would be credited and not responsible for their mistake. Additionally, there is no resolution that I have a solar system that was based on SDGEs mistake and does not meet production we need for our average annual usage (hence the large bill for usage over solar production once SDGE realized their incorrect meter billing mistake and charged me for it). We continue to receive re-bills from SDGE, they cancelled our access to all prior bills and payments, and we have a solar system that is a waste of money and doesnt meet our need.Business Response
Date: 02/03/2025
The customers complaint has been routed to the appropriate internal department for further assistance. A voicemail was left for the customer detailing the next steps for their complaint.Initial Complaint
Date:10/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 17, 2024, I filed a claim (Claim #******) with SDGE requesting compensation for lost solar production due to a known power grid regulator issue on your end. This issue, present since early 2024, caused excessive voltage (>260VAC) to be delivered to my address intermittently over a six-month period. As a result, my solar inverter frequently shut off during these times, leading to an estimated loss of 500 kWh in solar production.Despite multiple attempts to follow up, I have encountered ongoing difficulties in communicating with your claims department. My calls to the departments direct number *************) have gone unanswered and routed to voicemail. I contacted SDGE customer service for assistance, who connected me with a representative named ****** *******. On August 12, he requested the same information I had previously submitted, and I have since received only one email from him on October 1, stating that he was awaiting a response from the billing department.Over the last four months, I have sent over ten emails and made numerous direct calls to Mr. ******** none of which have received responses. The only progress occurs when I involve an SDGE customer service supervisor to reach his supervisor.After four months, I reached out to express my frustration with the lack of response and resolution. I reached out for an update on this matter and a timely resolution, ideally a credit applied to my account for the lost solar production that could have been delivered to the grid.I need help in getting into the SDGE machine to resolve this claim.Thank you for your attention to this issue. I look forward to hearing from you soon with an update.Business Response
Date: 10/28/2024
The customer was contacted and was provided with an update regarding their inquiry.Initial Complaint
Date:10/21/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
SDGE updated my gas meter number in July, but they did not update the meter number in my online account. I was not able to check my gas usage from the bill. I have contacted SDGE to update the gas meter to my online account and made several phone calls since September 2024. It's been more than 30 days since the first contact and the issue was not resolved. **************** also told me that there was no escalation path and it's pure luck to wait for a fix. It's totally unacceptable.Business Response
Date: 10/28/2024
The customer was contacted and was advised that their issue has been escalated to the appropriate department.Customer Answer
Date: 10/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*** **
Initial Complaint
Date:09/29/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Essentially, SDG&E charging me random amount because our meter has been broken for eight months they refused to fix it and are now charging me triple quadruple the price of my normal payment refused to talk to me about it. I cannot get in touch with anyone theyre trying to charge 1300 dollars Are pretty much refusing to dispute this issue.Business Response
Date: 10/24/2024
The customer was contacted and came to an understanding of the billing.Initial Complaint
Date:09/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I live right next to a electric transformer and since October of ***** our transformer has blown up and cause my home computers to blow , after Everytime this transformer has blown over asked sdge to reimburse me for the loss of my home computers and they take zero responsibility, or making out like it's my fault. I've had to replace 4 home computers and I've spent thousands of dollars of my computers and not once had sdge tried to compensate me for them not properly taking care of the power lines. That my money go towards supposed upkeep of said power line. I've spent,5500 dollars on my computers and if like to be reimbursed for destruction of my stuff. And hold a billion dollar company liable for not properly taking care of the power linesBusiness Response
Date: 09/09/2024
The customer has been contacted to confirm the information previously provided was accurate.Initial Complaint
Date:08/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
After our daughter moved out of her apartment in **************************, we received her final electric bill in the mail. This was paid in full via a cashiers check. Despite paying the balance in full, her auto pay continued to to take money out her checking each month. Finally in July, after multiple attempts to stop these payment, we were told by a representative that the account was closed and the auto payments would stop. It is August and now we have received notice that the account we have paid off in full has been sent to collections. As I type this, my wife has been on the phone for an hour with San Diego Gas and Electric try to clear this up again. She asked to speak with a supervisor and are being told one is not available.Business Response
Date: 09/03/2024
The customer was contacted, and they confirmed that their inquiry has already been resolved.Initial Complaint
Date:08/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to formally submit a claim regarding an unresolved double billing issue on my account with ********************** for the period of 4/27/2023 to 2/21/2024.Throughout this period, I diligently paid my electricity bill every month. However, SDGE also issued a separate bill for the same period to my landlord, who in turn charged me for it. This resulted in me being double charged for my electricity usage.On 5/15/2024, I contacted SDGE, and your representative assured me that a check for $839.22, representing the amount I was double charged, would be issued as a refund. Despite this assurance, I did not receive the check. I followed up again on 7/12/2024, and another representative confirmed that a new check would be reissued. I took the extra step of verifying my mailing address to ensure there were no errors in the delivery.After waiting an additional month and a half, I still did not receive the refund. When I called SDGE on 8/21/2024, I was informed by yet another representative that they no longer saw the credit on my account and, as a result, could not assist me further. This is not acceptable, and I find it incredibly troubling that a company of SDGEs stature would fail to resolve such a straightforward issue over the course of nearly four months.I have been patient and proactive in trying to resolve this matter, yet I am still out $839.22 due to SDGEs errors. My case is associated with ticket number ********.I am requesting immediate action to rectify this situation. I expect a prompt resolution and the issuance of the refund that I am owed.Business Response
Date: 09/09/2024
Customer has been contacted and her request has been approved.Customer Answer
Date: 09/09/2024
I was reached out by SDGE on 08/23/2024 confirming that a check will be re-issued and that I will be contacted once the check is mailed out. Up until today (9/9/24), more than 10 business days have passed, but I still haven’t heard anything back from SDGE and neither have I received the re-issued check.Business Response
Date: 10/08/2024
The customer's request was approved to be mailed to them.Initial Complaint
Date:08/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am unable to login and pay my bill. SDGE switched the payment website and I am unable to login to the new one or create a new login. The phone number that the website gave to call for help was useless and I was unable to speak with a person. I need to speak with someone who will help me before my next bill is due.Business Response
Date: 08/09/2024
A voicemail was left for the customer, containing direct contact details for callback if further assistance is required. The customer successfully completed their request.
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