Complaints

This profile includes complaints for San Diego Gas & Electric Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  San Diego Gas & Electric Company

  8326 Century Park Ct Ste CP62F San Diego, CA 92123-1530

  
• 

  San Diego Gas & Electric Company

  4340 Genessee Ave #103 San Diego, CA 92117

  
• 

  San Diego Gas & Electric Company

  104 N Johnson Ave El Cajon, CA 92020

  
• 

  San Diego Gas & Electric Company

  30763 Olde Hwy 80 Pine Valley, CA 91962

  
• 

  San Diego Gas & Electric Company

  5971 University Ave #310 San Diego, CA 92115

  

The 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:03/22/2023

  Type:Service or Repair Issues
  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.

  Since 10/31 SDG&E is Over Estimate my energy consumption which is resulting is higher billing. They are not taking real readings to the meter over more than 6 to 7 months. 1. Bill of Date 10/31 - estimate of 475 kWh 2. Bill of Date 12/15 - estimate of 494 kWh 3. Bill of Date 01/17 - estimate of 554 kWh - service date 11/12 to 12/13 - I was on vacation from 11/21 to 11/27 and the house was alone and a everything was turn off.4. Bill of Date 02/15 - estimate of 529 kWh - service date 12/14 to 01/13 - I was on vacation from 12/21 to 01/09, the house was alone and everything was turn off and breaker off as I was out of the country.5. Bill of Date 03/21 - estimate of 540 kWh The electric bills continue to be estimated, no actual readings. I have a gas stove, dryer and water heater, I have an ****** nest for the ** and is being turn off all this time during the winter as I prefer a cold temperature of 60 to 65 to sleep. I don't have a pool, I don't have kids and live alone. And the other appliances are energy savings. I even do laundry every 5 to 6 wks. I don't work from home so the house is empty during the day when I left to work from 7am and return at 7p as traffic in highway 52 as increase to an hour commute from La Jolla to San ******/****** area.The normal electric usage in my household is from 150 to 300 kWh. The high and over estimate on the electrical usage is causing that I over paid for electricity never use. I need SDG&E adjust the bills with accurate readings ad data.

  

  Business Response

  Date: 06/21/2023

  Customer contacted and corrected billing statement provided.  

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair Issues
  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 moved and closed out an SDG&E account in September. In December, I received a mystery charge on my bill for $123 that was listed as "other" -- or not related to gas nor electric delivery charges. When I called to figure this issue out.. and a lot of back and forth between CCA and SDG&E ... I was finally told that SDG&E made a mistake and was charging me for my old apartment in ********* code. I was told that a check would be sent to my house and that I had to pay the "other" charges with this check. When no check arrived after a month, I called back. The rep told me that I had cancelled the check, which is not true. So she redistributed the check and said I would have to wait up to 60 days for the check to come back to me. This was in February.Meanwhile, I am paying my bill as normal. Just subtracting the $123 from my total. NOW, in March, my bill has completely shifted. The $123 "other" charge is missing and it's been replaced with a "late" balance. I paid February's bill and there should be no overdue balance. Then, I received a letter in the mail that was forwarded to me from my old address. This letter told me that a check was sent to my house and I need to cash it. There was no check sent to my house. Also, the fact that they sent mail to my old address several months after I moved is insane. I am complaining because SDG&E keeps passing me along. I've spoken with 10 people on this issue since December. No one is keeping record of my issue, as I have to reexplain every time I call to figure out the issue. This company is exploitative and consistently charging customers for other customers bills or not transferring the service address. This is not my first time with a double charge or the wrong service address applied to my name. It's just getting absolutely ridiculous to deal with SDG&E and there's no way I'm the only one. It's mentally draining.

  

  Business Response

  Date: 03/21/2023

  Customer spoke to a supervisor in the contact center and concerns appear to have been addressed. If assistance is still needed, my direct contact information was provided to the customer via voicemail.   

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  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.

  We are complaining about our high SDG&E bill. My husband and I are senior citizens and he has health conditions that make him very cold. He has diabetes and heart disease. We qualified for the Care discount but our bill was $317.03.We are having a hard time trying to get food that we both can eat. Our high bill came the second time. They sent an email and said it would be reduced and we havent seen it yet. We used less gas this month. My husband and I will have more health issues if we cant eat and are constantly cold. Please have them reduce our bill. We are being overcharged and they are breaking the law by taking advantage of the fact that we are senior citizens.We feel that they are not complying with the law. Our goals are not to go into debt but we are asking them for a break. Thank you Sincerely,**************

  

  Business Response

  Date: 05/01/2023

  Customer provided direct contact information to discuss billing concerns. 

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  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.

  Several issues:1. My wife and I are both retired Senior Citizens on a fixed income. Analyzing my SDGE monthly statements from Dec 2020 to Feb 2023 SDGE raised the average cost per therm 265% and KwH rose 155%. The average cost per therm went up 90% over the last month. This should be criminal, heat and electricity are basic staples of life and companies should not be allowed to raise rates so unjustly. This company can justify the rate increases in many different ways, yet during my lifetime of 66 years I have never seen such a blatant money grab. As retirees we need to choose whether to "eat or heat". This is harmful to our health and discriminates against seniors with fixed income who do not qualify for SDGE assistance programs 2. I have tried contacting SDGE multiple times through the phone number given on my monthly statement and the SDGE online referral ************** to a) discuss this unjust increase and b) help register into my SDGE on line account. I wasted two hours on the phone never getting either issue resolved or even discussed, just getting passed from one menu to the next. The SDGE on-line chat worked, however, they could not help me register into my on-line SDGE account.

  

  Business Response

  Date: 02/23/2023

  Customer contacted and billing concerns discussed. 

  Customer Answer

  Date: 02/23/2023

  SDGE did call and discussed my complaint on 2-22-23. following are the results of the discussion:I did discuss my complaint with a ************* form SDGE on 2-22-23. Following are highlights of the discussion:

  SDGE tripled its ********** Charge which they state is a pass-through charge for the cost SDGE pays for gas for the month of January to $3.45/therm.
  I requested transparency on the supplier and what SDGE paid on natural gas, ************* referred me to the ** Energy website for this information.
  ************* stated energy rates will reduce back to $1.15 for the month of February.
  SDGE forwarded a Medical Baseline Program which; if my wife is eligible, will lower our rates.

  SDGE will not lower my January Bill.

  I am not satisfied with the outcome of the SDGE resolution of my complaint.

  These rate hikes are Senior Citizen abuse since we are on a fixed income and Senior Citizens have a greater need for gas and electricity for our safety and well being.
  I will continue to request State politicians and agencies to investigate SDGE on these outrageous rate increases.
  
  
  Thank you,
  ***********************

• Initial Complaint

  Date:02/10/2023

  Type:Billing Issues
  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 was paying my bill and SDGE sent me to collections. I paid my bill off with them and was told on January 30, 2023 that I will receive something saying my bill is paid in full. The I spoke to also said they'll contact the credit company to have it removed because it wasn't supposed to go to correction. I haven't received anything saying the bill is paid off and it's still on my credit.

  

  Business Response

  Date: 02/15/2023

  Customer contacted and resolution pending. 

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  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.

  SDG&E has hiked up prices to the point where it is unsustainable. Our gas bill has more than doubled for no reason. We are paying around $600 for the month of January 2023 when our bill has consistently been under $300 because we limit our usage to be able to make our payments regularly. There is no competition for SDG&E and they are taking advantage of consumers. The hike in our gas bill is more than a car payment. We want a refund for the over charge.

  

  Business Response

  Date: 06/02/2023

  Attempts to reach customer by phone were not successful. I have included a link with information regarding the gas price increase we experienced earlier this year. The gas commodity is a direct pass through to customers and has significantly declined.    

  ************************************************************************************************************************************************************

• Initial Complaint

  Date:02/05/2023

  Type:Customer Service Issues
  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 this complaint to express my strong dissatisfaction with the billing services provided by San Diego *************************** I have been extremely frustrated by the lack of clarity in the billing statements.The charges listed on the statements are not consistent, and vary depending on where I look (i.e. the paper statement, the app, website, or calling). I have had to spend countless hours trying to understand and reconcile the charges. For example, after paying the entire amount indicated when I attempted to pay the bill online, a past due amount shows up several days later. This has resulted in me being unable to properly manage my monthly budget and has caused me great stress.Furthermore, I have attempted to reach out to the customer service department multiple times, but the representatives have been unable to provide me with a clear explanation of the charges. They are polite, but none can identify where the past due payment keeps coming from or even identify the exact amount I'm being asked to pay. This lack of transparency is unacceptable, especially given the many concerns with gas and electric charges recently in our community.I strongly urge the Better Business Bureau to take appropriate action to address this issue and to ensure that San Diego ************************** provides their customers with a fair and transparent billing process. Additionally, I'm extremely concerned that I've paid money that is not accounted for over the past year since I've been paying the highest amount I could find online and yet continue a past due amount show up, which customer service are now claiming is incorrect. I would like my payments to be reviewed to ensure that I have not overpaid on my account. I hope that my complaint will be taken seriously and that appropriate measures will be taken to improve the services provided by San Diego ***************************Thank you for your attention to this matter. I look forward to hearing from you soon.*********,*********************************

  

  Business Response

  Date: 05/01/2023

  Customer was provided direct contact information to discuss concern.  

  Customer Answer

  Date: 05/01/2023

  Someone called and gave me a very unclear to hear name, a phone number that doesn't ring, but goes straight to voicemail, and when I left a voicemail I got one call back at an inconvenient time. I called back again, it went straight to voicemail, I left a message for them to call me back again, and after than no one called. 

  I can also be reached via email ***************************** if they actually want to get into contact with me. I am happy to work out a mutually beneficial time to speak with them as well if we continue to not be able to connect. But the effort on the part of SDGE has been minimal at best, and the time and effort I have spent is substantial.

   

  Thank you,

  *********************************

  ***************************

  ************

  

  Business Response

  Date: 06/22/2023

  Customer contacted via email per their request to set up time for call back.

• Initial Complaint

  Date:02/03/2023

  Type:Billing Issues
  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 was on a program with SDG&E which helped pay a portion of my bill. I moved September 15, 2022 and stopped service. All of a sudden I got hit with a bill from SDG&E in the amount of $2516.44. I contacted SDG&E in shock because I knew I was on a program which took care of some of that bill. When I spoke with a customer service rep who told me that because I moved it stopped my program and billed me $2500. My question to the customer service rep was what months are these for why would they go back and bill me for something that was already taken care of by a program she said because I moved and stopped my service and did not reconnect my service with SDG&E that they were going to hit me with the entire bill I called to see if I can make payment arrangements. The lady said that I can only make three payments of $600. I told her obviously if I was on a program I obviously cannot afford to pay $600 a month or I wouldve been paying my bill by myself without a program , I told her I wanted to investigate this and that I would be restarting my service when I moved to my new location in April. She said no problem in April. We can then restart you and kick the bill back before you know it the bill was sent to collections and collections sent it to the credit bureau when I spoke with the collection agency, the customer service rep violated my rights by not verifying who I am and also the collection agency did not respond to my certified letter that I sent to them disputing the bill. I want this bill to be credited back to my account , as it should be because I was on a program I should not be liable for all of the past previous months of charges when I was clearly on a program . I also called several times with the credit department with failed to reached out to me in a timely manner spoke with a very rude customer service rep, which continue to argue and scream at me and she also violated my rights . Sdge is sending their customers to collections for bills that are on programs???

  

  Business Response

  Date: 05/01/2023

  Resolution pending activation of new account. 

• Initial Complaint

  Date:01/31/2023

  Type:Customer Service Issues
  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 a complaint about SDGE advising me that I would save money by switching to the ******** plan. I did this upon their advice and my bill has been higher since I switched. While I may have increased usage since then, which can also otherwise explain the increase in my bill, I also found out that they charge ****DR1 and ****DR2 plan. Furthermore, they overcharged us during reduce your usage days in then ******** plan (twice the price of the on peak hours). There reduce your usage days charge did not exist on the ****DR1 and ****DR2 plan. In short, SDGE LIED TO ME AND TOLD ME THAT I WOULD SAVE MORE MONEY ON A CERTAIN PLAN. I have tried to switch back to the STANDARD DR plan but SDGE will not let me do this until Sept 2023. Not only did they lie to me but they did not allow me to go back to my original plan. I would like to be allowed to go back to the standard pricing plan on beginning Feb 2023. Thank you

  

  Business Response

  Date: 02/15/2023

  Customer contacted and complaint resolved.  

• Initial Complaint

  Date:01/25/2023

  Type:Customer Service Issues
  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 been unemployed since October. I have been trying to get assistance but Im getting no responses. The rates have gone up and from what I can see, I have dramatically cut my gas from last year but Im being charged almost 3 times and cannot afford it. I have tried calling, on-line chat and submitting an inquiry with no help. I am also not able to see my gas usage on-line, only my electric and was hoping to keep a close eye since I got my mid-month usage and was blown away by the price *****. I am unable to afford this right now and cannot find anyone from SDG&E that can help.

  

  Business Response

  Date: 02/16/2023

  Customer contacted and concerns discussed.