Business Profile

Electric Companies

PSE&G

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Complaints

This profile includes complaints for PSE&G's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

261 total complaints in the last 3 years.
75 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.

Initial Complaint
Date:04/10/2023
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 am disputing bills from Public PSE&G for the time period of February 2022 through September 2022. For property located at *************************************************. This property has been vacant an unoccupied since January 2022 when after Hurricane ***, the Tenant of 24 years were unable to re-open their store having lost everything after the f. I have attempted to resolve this issue with PSEG and the Board of Public Utilities. Both entities have relied solely on the results of a meter test to invalidate my dispute. The ******** for the period in question were estimated at a time when the property was vacant and had no equipment other then overhead lights (which remained off) the A/C was not in use and heat was set at 58F. PSEG had no access to the meters and could only have read them in-person if they made arrangement to be let inside. By the time PSEG forwarded the bills to me since the tenant had left the balance were thousands of dollars. I inspected the meters only to find them spin at an alarming rate all day and nigh. I recorded the meter continuing to spin and I turned off both mains power switches to the building and the meter did not register differently/, it did not slow at all -let alone stop.I sent all of this information to PSEG. I have provided video of all meters, pictures and statements from PSEG employees who were at the property who witnessed and confirmed the meters behavior. On the day the meter was replaced I demonstrated via pictures/video how the new digital meter, once installed demonstrated little variation and the display seemed to remain static . When all electricity was turned-off, the meter display responded. From that point forward the bills decreased significantly and appear proportionate to the amount of electricity consumed. The replaced meters more accurately depict the limited usage and I continue to pay each current month's bills. Nonetheless PSEG continues to bill for that back period and have issued a SHUT-OFF notice.
Business Response
Date: 04/11/2023
Company has addressed this with the customer multiple time and has been advised that the bill is correct. This is a commercial account and is not billed the same as a residential account.

The account was established on 2/4/2022. Prior to this date actual meter reads were obtained 1/31/2022. The gas billing on the account is based on all actual reads. The electric was estimated 3/4/2022 - 9/1/2022. On 9/15/2022 the electric meter was changed and an actual read was obtained at that time; the index was 60518. The estimated read on 9/1/2022 was 60504. It has been explained to the customer that the actual read is higher than the prior estimate and the billing is correct.

The removed meter was tested on 10/18/22 and tested accurate at ***** percent. Written results were forwarded to the customer on 12/13/23.

Customer also contacted the ***** regarding this. The required information was provided to the ***** as well.

Account balance is $2109.90 with a past due balance of $1722.66. There are two payments on the account since being active. Customer previously advised the ********************** that she will continue with her dispute. Company's position remains the same - the bill is correct as is and no adjustment is warranted.
Initial Complaint
Date:04/07/2023
Type:Service or Repair Issues
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.
We have reached out to find TYPE of smart meter pseg intends to install. They refuse to answer. We asked if it charges more for peak hrs. They refuse to answer. They said if we dont get one we will b charged additional monthly fees. That is bullying plus they have monopoly. It seems very wrong. Please b aware!! I do not want a SMETS1 meter as they have problems.
Business Response
Date: 04/13/2023
PSE&G is installing a ******+Gear FOCUS meter which uses Gridstream Secure Network, not the SMETS1 meter the customer was concerned about. The customer is on the residential (RS) rate and the smart meter does not charge more during peak hours. The smart meter is installed in the same location as the existing electric meter. The meter was installed at the customer's residence on 4/12/23. A PSE&G Customer Relations Consultant spoke with the customer on 4/13/23. The customer confirmed speaking with a field technician who was able to address her questions. Unfortunately, the representative in Customer ********************** who the customer was originally in contact with has not been provided with specific details regarding the smart meters and was unable to address the customer's questions. The Customer Relations Consultant apologized for the customer's experience and credited the account $25. The customer is satisfied at this time. Thanks.
Customer Answer
Date: 04/13/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*******************
Initial Complaint
Date:03/29/2023
Type:Service or Repair Issues
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.
Light out in front of our house. Called twice over a month ago and still no action taken.
Business Response
Date: 03/31/2023
On March 30, an engineering supervisor spoke with ********************* The supervisor informed ******************** that the street light pole replacement will also require repairs to the underground conductors that fed the old street light pole. The supervisor also informed ******************** that ****-outs were called in on March 30 and repairs will be completed by April 10. The supervisor gave his number to ******************** to call if he has any further questions or concerns. Thanks.
Customer Answer
Date: 03/31/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*******************************
Initial Complaint
Date:03/17/2023
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.
RE: ACCOUNT #********** Dear Accounting Records:On February 6, 2023, I was told that I would get a check in the amount of $300.00, I have continuously called to informed them that I did not receive the check and asked that the stop payment and send me another check. My records reflect that I called 2/24/23, 2/28/23, 03/8/23 and 03/13/23/23. I voice have been ignored.Secondly, I requesting that my billing is remove from paperless to (paper receiving a bill each month to track according. To date I have not received neither.Should you have any questions, please feel free to me at the above telephone number.Thank you in advance for your anticipated cooperation. Very truly yours,*****************************
Business Response
Date: 03/20/2023
I spoke with ********************************* customer was advised a new check was generated and it should be received within a few days in the mail. An apology was extended. The account was updated and the customer should be receiving the bill via regular mail. ******************** is satisfied and has no additional questions. Customer has my contact information.
Initial Complaint
Date:03/02/2023
Type:Sales and Advertising 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.
Dear ceo, I own a home that is visited daily but is not consistently lived in daily. For many months in the past year pse&g bill had been under $12. Life is busy and I have many bills. When I received the pse&g bill due in March I thought the $87 price tag was a bit much as I know no one had been there that long. When I looked into it I discovered Pse&g had falsely and without my express permission enrolled me in this equality or equity program. Whatever nonsense it is called I didnt want it and absolutely never enrolled in it. Is this something pse&g does secretly to get low paying customers prices up??? Any lawyers out there??? I spoke with a incompetent employee who could barely tell me anything but his name today and most certainly couldnt tell me why his company illegally enrolled me into a program I didnt want to be a part of. Pse&g has been robbing me. I would like a credit to my account and an apology for being enrolled in it, which the pot head employee couldnt give. Their phone number also does not work. You have to press the button that you have an emergency and then say you need to talk to billing or else they just say they there is an outage in your community (which is a lie) and will hang up on you. Leave **********!
Business Response
Date: 03/13/2023
Called ************ multiple times and left messages. **************** account was automatically set up on an *** by the system in December 2022. This error occurred because her bill amount of $87 was the exact amount of her *** if she was on an ***. This was a system error that has been corrected. The *** was canceled on 3/2/23 at her request. This is a gas only account that is being read each month. At this time the balance is $395.17.
Initial Complaint
Date:02/20/2023
Type:Service or Repair Issues
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.
PSEG caused property damage on ***************** in ******************* ** during a recent project. They left tons of debris in the public roadway and did not finish repaving the roadway or repairing the curbs which they damaged and destroyed. I am seeking cleanup and repair of the damage done to the road. Until this is done, PSEG will be held responsible for any damage caused to vehicles or pedestrians who use this roadway.
Business Response
Date: 02/28/2023
A PSE&G Gas Distribution supervisor familiar with the work done in the area previously contacted the customer by phone on 2/24 and left a message. The customer returned the message after business hours and since that time they have been playing phone tag. On 2/28/23 the supervisor advised he was going to reach out to the customer via email as well. Once the supervisor and the customer connect, the supervisor will review and address the customer's concerns.
Customer Answer
Date: 03/05/2023

Complaint: 19437790

I am rejecting this response because:

We did connect and speak on 2/28/23, however, the supervisor went on vacation since then. He advised he would have someone else look into it. I am still awaiting a response on when the work of repairing the damage to the roadway will be completed. And was promised that the issue of extensive debris left on roadway and its cleanup would be addressed, however, this has yet to be done and therefore is not resolved.

Regards,

*********************
Business Response
Date: 03/09/2023
A Gas Distribution supervisor has made additional attempts by phone and email to reach the customer but has not yet been successful in reaching him/hearing from him. However, a team has proactively gone out to do some preliminary clean up and fill in of the area(s) in question. Once the customer responds to the messages, the supervisor will address any further questions or concerns about the restoration process.
Customer Answer
Date: 03/09/2023

Complaint: 19437790

I am rejecting this response because:

Please provide timeline and details about the proposed cleanup and filling of roadway. Please include it in your response here or via email.

Regards,

*********************
Business Response
Date: 03/23/2023
A *** Division supervisor has had additional conversations with customer (via email) regarding the timeline for restoration of the area. The supervisor confirmed via email on 3/23/23 that a team would be out next week to complete the work and again provided his contact information should he have further questions. The customer responded by email the same day (3/23/23) thanking him for the update.
Customer Answer
Date: 04/01/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The major repair work to the road occurred last week, thank you.
Regards,

*********************
Initial Complaint
Date:02/16/2023
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 am filing a complaint against the above company, due to the fact I'm being overcharged. I'm barely home and don't use a lot of electricity/gas. No one has come inside my backyard, to read my meter in months. I feel this was done purposely to charge me an estimate instead of the actual reading. The estimation is much more than what I normally pay.
Business Response
Date: 02/22/2023
Customer receives gas and **********************************************. There is a ERT Gas Meter at the location and the meter is read remotely and billing is based on actual reads. The electric meter is read manually. There are three recorded estimates during the past year - 1/13/2023, 11/10/2022 and 2/11/2022. All other electric billing is based on actual reads.

Balance is currently $812.35. The last payment was $80 on 1/11/2023. There are two Deferred Payment Agreements in the past year that were not kept.

A voicemail message was left for the customer providing her with direct contact information and requesting that she return our call. The above billing information will be shared with her when we speak with her.
Initial Complaint
Date:02/10/2023
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.
PSEG installed a new electric meter, then sent a letter that the old meter was working properly. They are now trying to back bill without submitting any proof of any of these "tests" and have told me that the $900 bill is based on an estimation.
Business Response
Date: 02/14/2023

Customer established his account 12/1/2012 for gas and electric services. Around 4/12/2017, the customers electric meter stopped recording usage. Customer was not billed for any ********************** consumption from 5/12/2017 8/31/2022. During this time period, customer was only billed the **************************** monthly service fee. The meter was changed on 8/31/2022.
On 2/2/2023 company billed customer ************** kWh ************************** for usage from 12/14/2021 8/31/2022 based on customers usage history prior to the non-registering meter. Company did not bill customer for the entire period that he was not billed for.
Company reached the customer this morning. He was not available to speak. Direct contact information was left for the customer. This will be reviewed with him when he returns the call.
Initial Complaint
Date:02/08/2023
Type:Billing Issues
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 have called multiple times and spent more than 4 hours on this issue and it has gone nowhere. The representatives I have spoken to talk 'professionally', but keep telling me to talk to someone else and how everything is fine or resolved.For our prior residence for account# **********, we were never properly credited for our community solar portion. For the period of 11/13/2022 to 11/28/2022, **** first issued an incorrect bill (charges for a full month) which was then removed and we were then re-billed a final bill of $46.27, which was the proper electric usage/delivery. This can be confirmed by review of the meter readings of therms and kW used in electricity on our bills.However our community solar credits of $59.26 was NOT properly applied to this final bill of $46.27, but credited to the cancelled bill. **** then applied the remaining billing amount of this cancelled bill, which was $31.96 to our final bill before removing it by crediting us the same amount.When I asked why, the **** reps told me it was fine, because they credited $31.96 of the cancelled bill to us.***** makes no sense. The full cancelled bill of $91.22 should have been wiped and our community solar credit should have been correctly applied to our final bill of $46.27. Why would you apply credit to the wrong bill and then not apply it to the proper bill later?For your awareness, this account has already been paid in full to avoid any issues of non-payment.
Business Response
Date: 02/23/2023
This customer was part of the community solar program and received solar credits on his account. He received his credit on his original November 2022 statement, but encountered problems after that **** was canceled and the new bill did not reflect the credit $59.26. After reviewing the matter with the appropriate Billing supervisor, the determination was made that the customer should receive the credit, which will be applied to the account and then a refund check issued to him. Customer Relations spoke to the customer on 2/21 and advised of same. A billing supervisor will also follow up with him to review the situation and the steps we are taking to resolve the matter. The customer was satisfied.
Customer Answer
Date: 02/23/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

Wing-*******************
Initial Complaint
Date:02/07/2023
Type:Service or Repair Issues
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 currently have the worry free program and have had this for several years. I contacted PSE&G in reference to my dryer not heating as it should. The dryer was operational but it took several cycles to dry clothes. A technician was sent out and advised me I needed a couple of parts. The parts were ordered and on Wednesday February 1, 2023 a technician came to repair two small parts which were ordered. Prior to him arriving my dryer was working and I had been using it, it was just taking more cycles to dry. The technician repaired the ordered parts and after he finished I thanked him. He said don't thank me yet, the dryer is not working and it will not come on. He said it was working before I changed the parts. He then said he had to order more parts. I looked at the parts he ordered and it was two control panels, a belt and another part. I received an e-mail indicating these parts are no longer available. After numerous calls to several people I finally received a voice message from someone named ***** ************** I would be credited $93.12. The parts the technician ordered had nothing to do with my dryer not heating up. I did not need two control boards. Furthermore, I believe the technician broke the dryer, as the dryer worked prior to his visit and worked when he turned it on before he serviced it.
Business Response
Date: 02/28/2023
Spoke with customer. During part installation, tech broke part. When ordered, it was no longer available. Dryer cannot be repaired. Customer accepted credit to resolve.
Customer Answer
Date: 02/28/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

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

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PSE&G is NOT a BBB Accredited Business.