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Business Profile

Electric Companies

Pacific Gas & Electric Company

This business is NOT BBB Accredited.

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Complaints

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

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Pacific Gas & Electric Company has 32 locations, listed below.

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    Customer Complaints Summary

    • 308 total complaints in the last 3 years.
    • 106 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/23/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      PG&E has been estimating my bill for years do to a faulty equipment that did not work properly. I called and had someone come out and look at it due to an almost $800 bill I received. The meter was replaced and told a case would be opened to receive funds back for all the years my meter has been estimated. I have called multiple times to find out when I will be reimbursed for all the overcharges. The last time in end of February was told the April bill would have the final credit back for all the over charges and put my number in to inform me of the final investigation. Called in today May 23, 2024 and was told no that PG&E was allowed to estimate charges and that is went on past history. Past history that was incorrect from this faulty meter that PG&E never would have fixed if I didnt finally have someone come out to do it! My bill now is around $250. A huge contrast to all the HUGE over charges that I have been estimated on. It is clear that PG&E have been wrongly overcharging me for years. I want the over charged money that I paid on time every single month back. I requested to speak with a manager about the situation and ******* stated that they dont deal with customers.

    • Initial Complaint

      Date:05/23/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 and gas services were shut off in January of 2024. On March 4th of 2024 through Pg&E automated phone system while I was on hold told me to try applying for their AMP program. Its essentially a debt forgiveness program that for every payment made on time they forgive portions of your debt until its been fully forgiven. I applied online and was successfully enrolled. My call connected after my online enrollment. I was told this program is not for customers with solar but because it was system error they would honor it and reinstate both electricity and gas as well as forgive the debt. After having our power reinstated I made sure to stay on top of our monthly bills to not be unenrolled. I noticed we were only getting billed for gas and not electricity so I called in April explaining my situation. They said would fix my bill so that my electricity bill could reflect accurately. And I also exclusively asked if this would change my AMP status and they said it would not. My bill for May 6 was no payment due. It was for ***** and I had a gas adjustment that made my balance negative so meaning I did not owe. I received an email from PG&E today 05/23 regarding my bill due for **** charging me the remaining balance that was previously forgiven. I called because I thought my bill for last May was the issue but they told me that I was unenrolled from AMP program because I have solar. I told them I was previously approved for the full amount previously owed through a system error that they stated they would honor and that I was never informed of being unenrolled through mail, email, or phone. They are now backtracking and asking me to pay the previously forgiven debt. I have proof of being enrolled and never notified of not being enrolled. Ultimately I would like PG&E to take responsibility as this was a system error. Im trying to find assistance through other means but I dont think they realize the error they fixed is at my and my familys expense.

    • Initial Complaint

      Date:05/17/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      PGE website is incomprehensible. The usage of dozens of phrases to find and answer a question is ridiculous, misleads, and ultimately overwhelms this consumer with frustration and NO answers. My correct data entries are refused. I feel trapped within an algorithm endlessly repeating itself with no satisfaction. I can't find what amount power usage is added to my account or if they have activated a 'pay my bill via my Mastercard' that I set up 3 months ago. PGE threatened to turn off my power with pink note last month. I called - finally reaching a human - and was told that my "pay my bill via Mastercard" was delayed as per some (gibberish), hence the pink note threat to turn off power. She said I could pay the over $500. **** on the phone right then and **** said 'pay my bill with Mastercard' would kick in later. I tried checking my account online a few minutes ago to verify it functions, But, I can't get into my account because their website denies it exists and the algorithm trap begins.Consumers have a right to a Utility company that makes it easy for folks to pay bills, consistent clear simple instructions how to use websites. PGE does nothing of the sort. I have paid PGE for 30 years at this address without fail. I'm at my wits end with this incompetence and mass of confusion.

    • Initial Complaint

      Date:05/09/2024

      Type:Order Issues
      Status:
      Unanswered
      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 not liable for this debt with Pacific Gas and Electricity. I do not have a contract with Pacific Gas and electricity., they did not provide me with the original contract as I requested.

    • Initial Complaint

      Date:05/03/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Overcharging customers, poor customer service, turned off my power I'm currently at home with no electricity, and no help provided by anyone.

    • Initial Complaint

      Date:05/01/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      March 15, 2024, dated reimbursement settlement letter Customer Name: ********************* Reimbursement Request $6,179.34 Offered Reimbursement $4,410.95 Location of Incident: ***************************************** We are very disappointed in the reimbursement response from PG&E as a result of local transformer explosions and the resulting power surge and fire caused in my mothers home. Paying her 50% depreciated value for the two most costly items and less then replacement cost on all items.My mother is 87 and was a special education teacher at a local public school now living on a fixed budget. She had no need or intention to replace the damaged items (guest room carpet, electric garage door openers, various small electric items), all of which were in excellent condition, so this situation has put her under financial as well as psychological stress. There was not one ***** claimed that was not actually damaged as a result of this power surge. In fact, the first company to come look at the damaged room to clean up, ServPro, wanted over $7,000 for the work (over $1,000 more than total claim) and tried to charge her $400 just for coming out to look. I also did the installation of the garage door openers saving additional from the claim total.The power surge, resulting home fire, and damage caused was no fault of my mother, her home, nor any electrical wiring or electronics in the home. PG&E has failed my mother and the local community to act with integrity and good faith. As a company, and as an individual employee, it should not be difficult to see what the right action is in terms of my mother and similar situations. We are requesting you make quick remedy and full reimbursement of the damage caused by your actions and equipment.

    • Initial Complaint

      Date:04/29/2024

      Type:Order Issues
      Status:
      Unanswered
      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 payment plan set up for the true up bill, not sure why PGE continues to send me a bill with the full amount due each month.

    • Initial Complaint

      Date:04/29/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Business: pacific gas and electric company My PG&E account number is **********#6 ******************** account address: ************************************************************************************* contact phone number: ********** I disconnect my PG&E account with my previous address when I moved out September last year with paying all of balance. This month, I discovered a collection reported by PGE in my credit report stating that I owe them $120. Throughout this process, PGE did not send me any mail, email, or call, and I am unaware of the source of this balance.I called PG&E 2 weeks ago (04/16, 04/18 with records) and they told me if I paid off $120 by sending a money order to PG&E, they would remove the record from my credit report. However, when I sent the money order (cashed at 04/18) and call back to them (04/29), they told me I still owned them $0.27. So I still need to send another money order then "I am good to go". The entire process has been very frustrating. I am unsure of the origin of the $120 balance or the additional $0.27 charge. PG&E has declined to provide me with any emails or mail detailing the balances or a receipt regarding my payment. They also mentioned that I would not receive any documentation even after paying off my account. The entire process feels like a scam.I would like to seek assistance with the following:1. PG&E to ensure the collection is removed from my credit reports rather than just closing the collection account.2. ******************** should provide me with a detailed report on the origin of the balance, a receipt of the payment, and an explanation as to why they did not attempt to contact me before selling the debt to a collection agency.3. PG&E should waive the remaining $0.27 from my account.

    • Initial Complaint

      Date:04/17/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Account No. ************ / Case No. ********** I have recently encountered an extremely difficult and stressful issue with PG&E, and I'm not quite sure who I should direct my concerns to. PG&E has basically charged my account for gas usage that I did not use, due to a faulty module. I was told the matter would be resolved; however, I was also told to pay the inaccurate amount in order to keep my services from being disconnected. Mind you my bill is quadruple the amount it normally is. I'm looking for a speedy recovery in an effort to avoid payment of funds I do not owe as well as services being disconnected.

    • Initial Complaint

      Date:04/16/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Yesterday at 9:46am the pg&e company came out and cut our power, because over the weekend we had a storm and our canopy flew up and hit our power line. they said they would be back in a couple hours. I have called them 3 times they keep pushing the time back. And we now havent had power for over 24 hours. They told me to keep checking online. And now its pushed to 4pm.

    Pacific Gas & Electric Company is NOT a BBB Accredited Business.

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