Public Utility Consultants
San Diego Gas & Electric CompanyComplaints
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:10/27/2022
Type:Product IssuesStatus: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.
For months SDG&E was taking money from my checking account via auto bill that did not reflect what they billed me for. The last bill was $52 and they took $644. I have been tryin for over a month to get this resolved. Either getting belittled by the customer service agent or them having no idea what is going on. Yesterday they said it was with upper management, today I receive an email that the power will be shut off next week. For a bill that doesnt exist! They have the monopoly and they can do as they please. I have filed a complaint with the **** as well, seeing as this dishonest business practice is unacceptable.Business Response
Date: 10/28/2022
Spoke with customer and advised would follow up next week.Initial Complaint
Date:10/24/2022
Type:Service or Repair IssuesStatus: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 9/26 we experienced a whole block outage. There was construction going on on **********, and we were told that they hit a main power line undergroud.I had just stocked the Fridge for my kids the day before all this happened. Power outage happened approx 1:07pm and was restored until 9:07pm. My house was extremely hot as all windows were shut all day due to construction being done literally outside of my house so i kept everything shut to avoid as much dust to enter my house, therefore causing extreme heat inside. * hours it took to restore power, on one of the hottest days. All my food in the fridge went bad. I called the very next day to file a claim, i was notified that i needed to fill out an expense report and fax it in. I attempted multiple time to fax over my paperwork and the fax was not working. I called SDGE on 9/28 to tell them the fax wasnt working, they said i had to keep trying as that was the only way to submit a claim. on 9/29 i called back and expressed frusteration on fax number not working and was finally otld by that rep that they could submit the claim for me. on 9/30 i received the one and only call from a claims rep by the name of *********************, He said he needed to do more investigating because he didn't believe SDGE was responsible, he said he would be following up with me. Never heard from him again. I have called him over 10 times since, and have left message after message, not one call back form him or anyone in the claims department, Almost a whole month has gone by and i had to replace all the food in my fridge for my kids and did not receive a ***** for something that happened that was not my fault and no one can help me. I need to be refunded for my groceries, whether it was the construction company's fault or not, it took SDGE 8 hours to restore power and i had to buy food again for my kidsBusiness Response
Date: 10/26/2022
Customer provided my direct contact information.Customer Answer
Date: 10/27/2022
I did receive call and have called back and left message and no return call. i tried yesterday right after she called and have called several times today and it goes straight to voicemail.Business Response
Date: 11/28/2022
Details provided by customer were forwarded to Claims for resolution.Initial Complaint
Date:10/21/2022
Type:Service or Repair IssuesStatus: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.
SDGE is price-gouging its customers. I don't have any other choice in energy providers in ************. Where's the competition? I would like some relief on my energy bill.Business Response
Date: 10/27/2022
Customer contacted and scheduled a time to discuss complaint.Initial Complaint
Date:10/20/2022
Type:Product IssuesStatus: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 $13.10 by personal check for the month of October. This morning I had received an email from San Diego Gas and Electric *** saying that my check (#****) was returned to them by my bank (California ******************* for insufficient funds. SDG&E made an attempt to cash the check at my bank on Oct. 14 and then it was returned to them on the 19th. On October 13th, I had enough money in my checking account to cover it and I can prove it. I went to California Coast C.U. this morning and was told by them that SDG&E never made an attempt to cash the check. Also I had never received a notice about "insufficient funds" from my bank. I made a call to SDG&E after I had been to the bank at 10 AM this morning. I spoke to SDG&E's **************** and was not helped. I requested to speak to a "higher up" about this and the **************** Rep. refused. Since this issue is not resolved, I decided to cut a Cashier's Check and mail it to SDG&E. It is not the first time this has happened to me by SDG&E; and I was told at my bank that there's one other person who is having the same exact problem. When it happened to me before, then in the next month, I would get a $7 service charge for the "insufficient fund" adjustment. I was charged for a problem that was not my fault. It happened a couple of times last year, and one time, I had a **************** Rep. at California Coast C.U. to send a letter to SDG&E stating that I was in the right in that dispute.Business Response
Date: 10/21/2022
Customer provided direct contact information.Initial Complaint
Date:10/20/2022
Type:Service or Repair IssuesStatus: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 live in the ************** area of San Diego County and have electric service from SDG &E. During their power outage SDG&E damaged our less than 2 year old *********** Refridgerator. According to the repair person there was $1200 worth of damage to our $1400 refridgerator. We do not have the financial means to repair this appliance both our power and our refridgerator are necessities to our family in this rural community. SDG&E took the claim - but then just quoted PUC codes regarding the why of the outage, not the responsibility for damaged cause during the course of shutting off and turning on the power. I have reviewed their instructions for power outage and refridgerators and other kitchen appliances are not mentioned in their educational material. you will see the repair bill and the original purchase (which was gifted by *************************** )Business Response
Date: 10/21/2022
The utility is generally not responsible for damages that occur as a result of a power outage. A request to conduct another review has been submitted to the representative that handled your claim.
Initial Complaint
Date:10/18/2022
Type:Service or Repair IssuesStatus: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 made an overpayment to wrong address. We had just moved to a new place. And the address on my SDGE account was wrong. I made an $100 payment on an $80 bill. I called SDGE to correct this and they submitted form to get credit back $100. This was done end of January/beginning February 2022. And still no credit has been issue. I've called on serval occasions about this, and was told their accounting department was behind. Finally about May/June i was told that the form had finally been processed and was approved. And my credit so reflect on next bill statement. Next statement comes no credit, call again, was told by an agent that it should be on the one. And if not to call back. Again waited for next bill, no credit. Call again one of their agents told me that it wasn't approved but that next month it should be completed. Again no credit or approval. Call again and this is about July/August now, agent tells me that it is still not processed. and that they will escalate this. So now it is October and still no credit to my account for my $100. Called today again agent told me that she has escalated this again(i think this about the 3rd time being escalated). I even requested a Supervisor/manager to reach out to me, and they also escalated this. I just want what is owed to me. And for them to know that they can't treat their customers this way. They expect us to pay them, because if we don't they will shut off our service. But when they owe their customers money, this is what they have to go through to get it back. Unfortunately I don't have form that SDge filled out they filled it out for me. I cn send me pervious statements that show no credit to my account.Business Response
Date: 10/19/2022
Customer contacted and advised that payment posted on 10/18/22.Customer Answer
Date: 10/19/2022
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:09/16/2022
Type:Billing IssuesStatus: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 my account and I also forwarded my mail. I was not informed about a closing bill, I never received any communication from this company about a balance due until yesterday when a collection company contacted me. I have a perfect credit score and have been an excellent customer to this **********************, I deserve better treatment!Business Response
Date: 09/19/2022
Customer provided direct contact information via voicemail message.Customer Answer
Date: 09/20/2022
Poor business practices and no respect for good paying customers. I don't appreciate the response. Basically you don't care and there was no offer to resolve the issue besides pay up for service, taxes and miscellaneous stuff you didn't use, it's not their fault I wasn't properly contacted. However the collection agent had no problem contacting me.Business Response
Date: 09/20/2022
We do appreciate the payment history and apologize if that was not conveyed. Unfortunately, the debt is no longer with the utility and unable to make any adjustment.Initial Complaint
Date:09/13/2022
Type:Service or Repair IssuesStatus: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.
This company is charging outrageous amounts for electricity, knowing we have no choice for our electric. I cant afford to pay a $1200 a month bill, nor can I cut back in any other ways. Ive installed smart plugs and have everything, including my refrigerator, off between the hours of 1600-2100 daily. This company is a scam who is making life far more stressful and difficult for consumers who are already having a difficult time!Business Response
Date: 09/13/2022
Customer spoke with a utility representative and concerns addressed.Initial Complaint
Date:09/10/2022
Type:Product IssuesStatus: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 sent to collections without ANY type of attempt to contact me about a final bill that was less than $30. The collections company said I was sent to collections because they tried "multiple times" to contact me. However, I know this to be untrue for the following reasons:1. As a career military family we have always used **** mail forwarding and it has never failed (apparently until now)2. Our rental company was actively collecting and forwarding anything that *** have been sent/delivered to the old address and they never got anything 3. **************** reps have confirmed that the address on file for me is my current and correct address, despite them telling collections they didn't have a current address I have now tried to call the credit department 10 times, the only department that can discuss this matter I've been told, and left a voicemail each time, as well as 3 emails. Although their voicemail states they will call back within 24 hours, it's been a full month and I have received nothing. Not quite sure where to go or what to do from here as I have exhausted all possible options of getting in contact with someone who can assist me and all I have been given is the run around or a voicemail box.Business Response
Date: 09/14/2022
Left voicemail message for customer with direct contact information to discuss concerns.Initial Complaint
Date:09/01/2022
Type:Customer Service IssuesStatus: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 created a SDGE PYD account to charge my electronic vehicle, but for some reasons, there are two account numbers associated with my name which resulted I can't log into my PYD account and pay for the charging fee. I have been contacted SDGE PYD couple times on the call (reference number *******) plus sent email to them about this issue(please see supporting document), however my emails has been ignored, and every-time I called(wait time is really long), they kept telling me they will look into that and get back to me in ********************************* after. It's been 3 months now, I still get log into my PYD account and pay for the charging fee.Business Response
Date: 09/06/2022
Customer provided direct contact information via voicemail message.Customer Answer
Date: 09/10/2022
SDGE assigned someone to left me a voice mail, I called the numbers multiple times in 3 days, but it always went to voice mail, I left message too, no one called me back.Business Response
Date: 09/19/2022
Customer has been contacted and advised investigation in process.
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