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:01/24/2023
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.
San Diego gas and electric company has increased the price of gas to three times higher then what it was last year. No explanation is provided as to why there is such a tremendous increase in the cost of gas. Other than that there is a shortage of gas nationwide. However, none of the other gas and electric companies have increased prices as much as this company. This type of price gouging should be monitored and it demands interference by the government.
Business Response
Date: 03/07/2023
Customer has been contacted and provided my direct contact number to discuss billing concerns.Initial Complaint
Date:01/22/2023
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 smart meter stopped working properly sometime in October. My electricity usage for the month of November and December was made up by Sdge. The bill even says my usage was an estimate. SDGE estimated my usage as double by normal usage and my energy bill was more than the $300 the normal bill amount. I have pictures of my meter on the start of the billing cycle Nov 3 and the end of cycle meter date of Dec 5. I only used 622 kWh and sdge charged me for **** kWh in that month alone. They have continued to estimate my bill for the month of December and continue to Overcharge my by hundreds for electricity I didnt use. I called to complain and they finally replaced my meter on Jan 6, 2023. But have yet to refund me or credit my account for the charge overages.Business Response
Date: 05/01/2023
Customer was provided a corrected billing statement.Initial Complaint
Date:01/17/2023
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 gas and electric is provided to SDG&E. Since I have been priced out on my rent and have been having difficulty paying my bills and my energy bill is extremely high, I contacted SDG&E to make an extended payment arrangement and today I spoke to a representative named ****. I explained that my first paycheck only covers my rent at the moment, I needed to make a payment arrangement that would extend as much as possible. She put me on hold and when she returned to the line, she told me that my balance is $1,315.32 and she could offer me a 12 month extension, as long that I would put $263.00 as downpayment on 1/26/2023. I explained to her again that my first paycheck only covers my rent and the second covers the rest of my expenses for the month and if would be possible to spread the entire amount as far as possible to give me time to catch up with that bill. She said that was all that I could offer. I asked if she could transfer me to a supervisor, so I could try to get that arrangement on a more realistic way and she told me that supervisors dont get calls and can only talk to customers on a call back basis and I should call 211 for help. I contacted 211 and they told me that they do not help customers with electric bills.Business Response
Date: 02/15/2023
Customer contacted and request approved.Initial Complaint
Date:01/12/2023
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 believe SDGE is taking advantages of their customers, Why does san Diego have the highest electric rate in the nation? My bill went up 50 percent in one month, i have solar and having a 317 bill is uncalled for. i sell clean energy to sdge , why cant i sell back the energy i am giving sdge at a higher rate? like sdge does to their customers?Business Response
Date: 03/09/2023
Customer has been provided contact information to discus billing concerns.Initial Complaint
Date:01/03/2023
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.
I am being overcharged by SDG&E.A previous balance due of $152 just magically appeared on my statements and I was AUTO-enrolled in a payment plan. My account was up to date and has had a credit balance for the previous three months. Of course I have all the records to prove this and they are attached.I tried calling them and there is no way of reaching a human being....I plan to visit the offices in downtown today. What else can I do?Business Response
Date: 01/04/2023
Customer contacted and concerns addressed.Customer Answer
Date: 01/05/2023
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'll add that it took some trickery to finally get in contact with a live Billing CSR. I did this latter in the day after I had made my BBB complaint. SDG&E's customer service phone number is ridiculous, unless you want to order or upgrade service. The CSR I spoke to, *****, agreed that it was odd for this past due payment to just pop up. We reviewed my Sept through Dec SDG&E statements. She guessed that it might have something to do with all the state rebate/credits that SDG&E customers are receiving on their bills. I agreed that it might be just a computer glitch. But I am not the only one. I'm sure that there are 100s if not ****s of customers that never read there bill and just pay the amount due and do not notice the imposed "re-payment plan".
Regards,
*********************
Initial Complaint
Date:12/22/2022
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 established service with this company on September 27, 2022, when I moved in. Then in November, I was informed by my rental company that I had incurred a $200 charge due to the energy bill with SDG&E not being in my name. I called the company and was told that due to a glitch on their end that the account had been removed and that they were going to backdate the account to my original move-in date. I asked for something in writing to give to my apartment complex and the man told me he couldn't give me anything, but that the apartment complex should see the charge removed from their account and then remove the charge from me AND THAT I WOULD NOT BE CHARGED FOR THE MONTHS MISSED. NONE OF THAT HAPPENED. Today (12/22/2022) I called back in to ask what was going on and the woman, ****** (employee number ****) told me the account was still not set up. She is supposedly setting the account up now, but when I asked for a letter she said she couldn't give me one showing it was the company's fault. I asked to speak to a supervisor and she told me she could put in a request for 12/27/2022. She then told me I would be charged a "substantial bill" that I could call in and have a PAYMENT PLAN made for or could pay off in full! AFTER BEING TOLD THE LAST TIME THAT DUE TO A COMPANY ERROR I WOULDN'T BE CHARGED!? I DON'T THINK SO!! This company has ABSOLUTE c*** of customer service and I want ANY AND ALL fees waived!!Business Response
Date: 12/28/2022
Customer contacted and concerns addressed.Initial Complaint
Date:12/07/2022
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 pay $400+ / month for electricity and that is fine. I just don't want headaches. However, SDG&E no longer employs humans. I wish I could choose an electric company with people working there to help when website login issues occur. I needed a bill today to verify my identity for an account I was opening and of course I spend 8+ hours and have yet to speak with a human. I would pay $200/month more to have them employ people to answer the phone.Stop going all in on profit. Let me pay more so you can hire staff!Business Response
Date: 01/05/2023
Unable to connect with customer by phone, but provided my direct contact information if assistance is still needed.Initial Complaint
Date:11/30/2022
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.
SDG&E has billed me with an Other charges amount that starts prior to my residency at *****************. They have failed to get in contact with the main account holder that was the person living at the residence before me. I took over the SDGE account, but the person before me did not stop service properly, it seems. They simply added me on when I was starting to plan my stay at this residence, but not when I actually started to reside here. SDGE has sent me past due charges with no detailed explanation. To me it seems the charges are simply following the residence but not the correct person. SDGE actually refuses to send a detailed bill of this period because I wasnt on the account/residing at ************** during the period. They refuse to collect from the proper person and simply expect me to pay nearly $1,200 of past due charges without explanation. The employees have shown sympathy but no resolution or compromise has been given for the situation. I should not be expected to pay for something I did not utilize nor was I contractually obligated to pay for. I never once contacted SDG&E prior to February 2022. The person simply added just my name to the account as I was preparing to take over the lease. This is a rental and the charges are following the property, but not the correct people are paying for it. I as an individual that resides here with other tenants should not be held solely responsible for these charges. I hope for a simple resolution of either 1. Charges be dropped and I continue without these past due charges or 2. SDG&E collects from the rightful account user and not myself.Business Response
Date: 01/05/2023
******** contacted and advised what is required to dispute the billing charges.Initial Complaint
Date:11/17/2022
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.
SDG&E bill this month (Nov 2022) showing a past due amount...a payment which was made on time and acknowledged in another section of the bill. However, never credited to the balance due and as such added to this month's amount due. Tried to call SDG&E customer service; trapped in an endless phone tree; never provided an option to discuss with a customer representative, and as a result, unable to resolve this problem.Business Response
Date: 11/21/2022
Customer contacted and resolution pending.Initial Complaint
Date:11/01/2022
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 paid September 2022 my bill in full, SDGE applied $37.58 of my payment to my NEM account. Now I am past due $37.58. I called them numerous times, but situation is not resolved as of 11/1/2022. SDGE case #********, ticket #*******. Please help me to stop SDGE from misappropriating my current and future payments. Thank you in advance. ***********************. ************, ***************** Per SDGE, it will take 30 to 60 days to correct. Service reps cannot move the money from NEM bucket to current due bucket. Meanwhile my account is past due and I may be facing negative credit reporting or service disconnect from SDGE. I have done nothing wrong and I refuse to be punished for SDGE system errors. Please help me to resolve this quickly. Thank you!Account number at **********************: ************** 2Business Response
Date: 11/08/2022
Customer contacted and resolution pending.Customer Answer
Date: 11/08/2022
SDGE representative called me today, and promised to resolve the issue to my satisfaction.
Also, I was promised another call when resolved.
This complaint should remain open until my issue is corrected and at least 2 billing/payment cycles complete without further issues with my payments being sent to the wrong categories, and my account showing past due balance as a result.
Thank you for help and support,****.
************
*****************
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