Complaints

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

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• 

  PSE&G

  Newark, NJ 07102

• 

  PSE&G

  P.O. Box 570 Newark, NJ 07105

• 

  PSE&G

  409 Marlton Pike East Suite 200 Cherry Hill, NJ 08034-2413

• 

  PSE&G

  4808 Bergenline Ave. Union City, NJ 07087

• 

  PSE&G

  P.O. Box 490 Cranford, NJ 07016-0490

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:02/07/2023

  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 building a home at *******************************************************. Upon initial contact with the service provider to get electric I was informed that PSEG would get me service directly to my house at the meter. After the proper form werent sent and month of phone calls I reach a new person for informed me that they were only going to put a pole in and I would have run everything at my own expense. This was on top of additional fees that were never discussed just to get the utility pole installed. Ive tried bring this up to the upper manage but since I dont have much in writing its there employees word against mind. If I had this know this up front it would have been and issue I could a have planned properly for it. They arent doing what they first claimed they would do.

  Business Response

  Date: 02/09/2023

  The customer requested a temporary and new ********************** at ************************************************************* in 2021.  An engineering technician spoke with the customer shortly after the job was received and outlined possible service options.  There was a cost for a Burlington County permit, which the customer paid at that time.
  
  The permit was not finalized until June, 2022 and the customer said he started contacting PSE&G at that point.  Simultaneously, the customer contacted PSE&G about the temporary service job which was answered in 2021 as Service available from pole across Taunton Rd.  The temporary service mast must be tall enough to maintain 18 clearance over the road.  There was a cost of $450 provided to install and remove the temporary service line, which was paid after the job was answered in 2021.  The customer requested his temporary ********************** in 2022 and when asked where his temporary mast was to accept the service he stated he did not realize that was his responsibility to provide the mast, despite it being written in the response.
  
  A site meeting was scheduled with the job sponsor on December 1, 2022, where the customer determined he wanted to install an underground  service in an overhead zone after discussing possible service options.  This option involved the customer installing an underground conduit system with a hand hole at the customers expense.  The service request was answered on December 3, 2022 noting that the only cost paid to PSE&G directly would be for the Burlington County permit required to set a pole,which had already been paid.
  
  When the customer contacted PSE&G again to discuss the conduit system, the customer began to realize how much it would cost to install the conduit system.
  
  After this inquiry was received, the job sponsor contacted the customer to discuss possible ********************** options and costs.  A site meeting was scheduled on February 8 to review three service options:
  
  Option 1: The original option the customer chose.  The customer would install a hand hole and conduit system from the new house to a new pole at the street.  This was the option discussed on December 1.  There would be no additional cost paid to PSE&G, but the customer would have to install the conduit system and service wire at his expense.
  
  Option 2: PSE&G could install a pad mounted transformer on the property which would require the customer to install a trench from the pad mount location to the new pole and house and install the service conductors.  Again,there would be no additional cost paid to PSE&G, but the customer would have to incur the trenching and service costs.
  
  Option 3: PSE&G could install two poles, an anchor guy, secondary conductors on the poles and install a service line to a weather head at the house at PSE&Gs expense.  This would also require some tree trimming by the customer as well.
  
  The customer chose option 3 as it would cost the least.  The new pole locations have already been staked out and it is planned to install the new poles, the anchor guy and secondary conductors during the week of February 20.  Thanks.

• Initial Complaint

  Date:02/06/2023

  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.

  Why does a company named Arcadia have access to my account. I never gave my information or permission to ****. 2x in a week someone from Arcadia came to my door talking about a solar form to receive a credit. I could see my account information on the tablet. I stated to the rep that they are not **** and that I would contact the police if he did not get away from my door. More importantly I want to know why they have my account info. I called today and a **** representative told me that they do not know how that company had my account info. This is highly disturbing. The **** rep advised me to contact ******* to see how they had my account information which was very unprofessional.

  Business Response

  Date: 02/07/2023

  Company contacted the customer today. This customer questioned how Aradia Solar obtained her PSE&G information.  She was advised that it is unknown how Arcadia obtained her information.  We asked the customer if she questioned Arcadia as to where/how they obtained her information.  She did, but ******* did not provide her with an answer.  She was advised that PSE&G does not provide customer account information to anyone, other than the customer.  She does not accept this answer and remains unsatisfied.  

  Customer Answer

  Date: 02/07/2023

  
  Complaint: 19340464
  
  I am rejecting this response because: the same rep contacted me telling me that they did not give my information and didnt know what to tell me. Very nonchalant. For another company to have access to a PSEG account without PSEG knowledge is absurd. My information 
  
  
  
  Regards,
  
  **************************

• Initial Complaint

  Date:02/04/2023

  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 received the letter from PSE&G dated August 1st 2022 telling me that my epp payment has increased from $170 a month to $234 a month. I use to be billed on the 18th of the month like it normally was billed, they then jumped my payment dateb to the first of the month. I don't get my social security check until the 3rd of each month they should have that documented because I've been with PSE&G for a long time. All I'm asking is for them to check the meter because they're slamming charges on this little tiny apartment. Two of my electrical outlets don't work. We had a problem before when someone took my meter off and exchange my meter with their meeter and PSE&G worker, I can't remember his name but he was in a car with a PSE&G emblem, he came out and he witnessed that my meter was on the wrong slot and I also still have pictures of it from a few years back when this happened. I never got rid of those pictures in my phone because I knew that they were going to start slamming charges again. I don't think it's fair that we are charged so much because people are moving or they're finding alternative methods of electrifying and heating their house. PSE&G is slamming charges and I know they are there's no way that I spend $234 a month on electricity. I had electricity and gas at one time and didn't use this much electricity so how has it changed? I don't know if it's the meter that's cranked up but there's no one else opposing that can check the meter they have people that are under contract to check the meter of course they're going to stay the meters are not broke. The meters are definitely rigged. There are no outside entities that can take this meter and check it and fairly say that this meter is in good working order. As soon as I receive help for my bill my bill jumped up and they changed my bill date. In my opinion they upped my charges because I'm getting help from universal service fund.

  Business Response

  Date: 02/06/2023

  Spoke with ************** about the due date on her last three bills. Anytime there is a credit balance, the system will generate a bill and the due date will be the next day. Customer does not have to pay because of the credit. Also when the credit runs out the due date will go back to the way it was prior to the credit balance.
  
  

• Initial Complaint

  Date:02/02/2023

  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.

  On December while we were on our winter vacation a notification arrived from PSEG letting us know that current account open five years ago and assigned with a solar panel it was close as per our request, when we return our account was close an replace for a new one Account #********** under someone's name (**************************). We call them to let them know about this clear mistake and the answer was vague and we were told that that they will investigate. We never heard from them, but we got a bill. So, I make a complaint via ******** and I got again their attention and back them we were told that was a human error that was already address so we have not reason to be worried. But 10 days later we got another bill with surcharge for reconnection services (really?) and not only another bill under ********************** linked to my address and some package that arrive two for PSEG and another from amazon. So, my information was leaked by this company. We have a bill that does not match we our current use and reconnection charges. Our information had been compromised and we just get nowhere when we call them.

  Business Response

  Date: 02/03/2023

  Spoke with the customer and he stated to me that his wife called CS and the inquiry rep. told the customer that she has to pay a re connection fee. I explained that is not true. The customer received a package under the customer who signed up for ********************** in error. I told customer please feel free to reach out to be directly and I will assist him. Also I have been trying to reach the customer who signed up error and was not successful

• Initial Complaint

  Date:01/26/2023

  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.

  On 1/10/2023, a PSE&G employee came and replaced my meter to a Solar meter. 2 days later, I started having electricity only one half the home with all the major appliances inoperable including my furnace. I called their customer *********************** on Friday 1/13 at night without heat, they told me the meter department is closed they cant send anyone until Monday 1/16. A tech finally came on the 16th and claimed that the solar meters is a known issue the 220 volts line is not feeding the house. he removed the defective meter and put a temporary one so I can have basic electricity. Right now, my oven doesnt, I ran out of money buying food outside. My heat is on and off, Washing machine dryer and microwave doesnt work, I lost lots of food in a freezer. I have been calling PSE&G every other day for help to no avail. I am feeding my family on my credit cardsracking up bills. They claim its not a real emergency.Please help, I dont know where else to go. All my calls are recorded and noted on the account.

  Business Response

  Date: 02/03/2023

  On January 10, the customers meter was changed to a residential net meter due to a new solar installation.  On January 15, the customer reported intermittent power issues.  A troubleshooter responded and installed a jumper.  On January 18 and 20, the customer reported that some of his appliances were not working.  On January 27,a meter technician removed the jumper and installed a new meter.  The customers appliances were working correctly.  A supervisor left the customer a voicemail message to confirm that the customers appliances were working and provided her contact information.
  
  The delay was caused by an administrative oversight.  PSE&Gs ***************** is following up.
  
  Note that the meter which was installed on January 27 and solved the customers issues was not a residential net meter so the meter will have to be changed back to a net meter.

• Initial Complaint

  Date:01/18/2023

  Type:Order 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 own a property at ********************************************************************************************, in which I rent the home on the property to tenants. The tenants moved into this property on September 1st, wherein they transferred the electric/gas over to their name. There is also a ***** sq ft garage on the property that runs on a separate electric meter that the tenants do not have access to, and I pay for this account. So although the property has 2 meters, the tenants pay one and I pay for the other meter. Since October I have been reaching out to PSEG to inform them that I believed I was paying for the incorrect meter on the property. Despite dozens of calls, this issue remains. This month alone I emailed PSEG on December 5, 12 and 25, which have never been answered. I also included a picture of the meter on the garage so they are able to see that I have been paying for the wrong meter. I also called them twice this month, in which they told me someone would call me back and this also did not occur. I paid the bill last month for $418, hoping this issue would get settled and now I have a new bill for December that is $578! Please keep in mind I am only supposed to be paying for a **** sq foot garage! Meanwhile, my tenants who live in a very large home are only paying gas/electric bills in the 200's. At this point I feel the amount of time requesting an investigation be run is far past acceptable. I also have no interest in paying a nearly $600 electric bill for a small **********'m asking for assistance in having PSEG check my meters, realize they are billing my tenants and myself for the wrong meters, remedy the issue and correct the bill for December and all future bills moving forward. In efforts to not distress my current tenants I am fine with the money I have paid out for their past electric bills, however I would like that to end this month. My PSEG account number is ********** and this is suppose to be for the garage unit and surely appears to be for the house.

  Business Response

  Date: 01/27/2023

  Spoke with the owner and stated that both accounts have been corrected, and we also kept the same account numbers for bother owner and tenants account. Customer has my contact information

  Customer Answer

  Date: 01/27/2023

  [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:01/17/2023

  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 has been reporting in correct meter readings on my bill for the last two years. The issue first occurred when I purchased my home and I ended up catching on to what they were doing I called them up they apologized and issued some credits towards the bill well I just found out yesterday they are doing it again the agent I spoke with was only able to give me one month of credit I asked about all of the other months she said she didn't know what to do about that. I have paid them for almost 2 years and they have been collecting and reporting the wrong meter number and information

  Business Response

  Date: 01/17/2023

  This Complaint is not for PSEG *** I believe it is for PSEG in **********. 

  Business Response

  Date: 01/24/2023

  Spoke with ************** on 1/23/23 and advised customer that her gas meter was read incorrectly by the meter reader on 1/3/23. I tried to advise ************** that company can change her gas meter and test it for accuracy however customer began upset and started to use profanity at which time the call was ended.  Prior to call ending ************** stated that she will higher an attorney and *** PSE&G. 
  Ms. ******************* was corrected on 1/13/23 when she provded a picture of her gas meter.  Ms. ******************* was adjusted from $322.04 with an index of **** to $123 with an index of 995.

  Customer Answer

  Date: 01/24/2023

  Complaint: 18812797

  
  

  I am rejecting this response because:

  The representative I spoke with was so rude and unprofessional at the end of the call when I stated I would get my attorney involved because I am tired of the back and forth excuses. The reason I contacted BBB was due to 2nd year of being overcharged and given inaccurate bills. This originally started in 2021 from January to April I paid bills that were double as to what I should of paid I finally caught on and was given credits for those 4 months. Now starting 2023 it's happening again. I CAUGHT it again that I was being overcharged and called in and received a credit.i was told by the agent that someone has been giving the incorrect meter number and she could only credit this month bill . I asked about previous months and to have them investigated because this isn't the first time being overcharged ,I requested the same from this so called manager that called me and she refused to look into just kept telling me all over bills are correct and first blaming it on the meter needing to be replaced when it's not even 2 years old and then she blame it on the hand reader as well. Just excuse after excuse so I got fed up and said I would get my attorney to handle it and would file a complaint the rude so called manager response was " that fine It will just come directly to me I work in the executive office and we have attorneys too" so yes I did use profanity twice and got upset because to me that's saying file your complaint I'll just toss it out. The representative was very unprofessional and couldn't understand why one would be upset after constantly being overcharged and no one looking it. I have been taken advantage of this company and ripped off for years something needs to be done immediately 

  
  

  
  

  Regards,

  
  

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

• Initial Complaint

  Date:01/13/2023

  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.

  This attached complaint is addressed to *****************************, President/CEO.Please review attached complaint.

  Business Response

  Date: 01/30/2023

  Customer contacted. Issue was resolved. 

  Customer Answer

  Date: 02/01/2023

  The business said they will provide a credit to cover damages case can be closed. If it is not provided i will inform the bbb
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me providing the credit is applied.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/12/2023

  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 received a bill from the company in question which did not reflect what I had calculated from my own usage. I have now tried on five different phone calls to resolve the issue. On the first phone call I was told that my concern would be escalated to a supervisor and I'd be called back. After having my phone on in an area with good cell signal I receive no phone call but I know ring voicemail. I called that number back and an effort to resolve the issue and was denied any access to that individual.The original person with whom I spoke to escalate the situation mentioned to me that she was going to call me back to make sure someone had spoken to me. She also left me a no-ring voicemail with an extension to reach her back. After calling back to get in touch with her, there is no provision made from me to get in touch with that individual. After speaking to one of her colleagues, I requested to be extended to her number. After waiting, I was eventually transferred to another one of her contemporaries. This contemporary gave me the same answer as the first individual and then promise to help me. When I try to give him the circumstances of my situation, he hung up on me.

  Business Response

  Date: 01/25/2023

  Company spoke at length with the customer and he expressed his dissatisfaction with the level of customer ********************** that he has received.  He was advised that company will review the telephone recordings and take the appropriate action. 
  

  
  Customer explained that his gas usage has increased by about 10 therms for the past three months.  He was advised that in matters of high bill concerns/disputes, company will change the meter and test the removed meter to determine its accuracy.  Customer explained that he does not have to the meter room and agreed to work on scheduling an appointment with property management and then notifying this office and we will ensure the meter is changed on the agreed upon date/time.  

  Customer Answer

  Date: 01/25/2023

  [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:12/31/2022

  Type:Delivery 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.

  Gas delivery fees are ridiculous! They are more then 50 percent of the total bill. Disgraceful!!

  Business Response

  Date: 01/04/2023

  Customer's utility account is for gas and ********************************************** and the billing is based on actual reads. 
  

  The current balance is $3528.72 and customer is on a Deferred Payment Agreement (DPA), paying the current bill plus $270.00 per month. 
  
  As a regulated utility, PSE&G operates in total compliance with the ********** Board of Public Utilities, its regulatory agency.  The amount of customer's monthly delivery charge is dependent on customer's monthly consumption/usage. The regulated delivery charge includes charges such as the cost of government-mandated programs, service charge, distribution charge, balancing charge, supply charge.
  
  I attempted to reach customer several times at the telephone number provided in  the BBB case information *************); the recording advises that it is a non-working number at the US Government. An email was sent providing my direct contact information and advising customer to contact me directly to discuss this further 

  Customer Answer

  Date: 01/06/2023

  
  Complaint: 18665549
  
  I am rejecting this response because: didn't answer why the delivery gas charge is so dam expensive!
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 01/09/2023

  Company sent email to the customer explaining the various charges that make up the delivery charge.  Customer was also advised that the delivery charge is based on the customer's monthly usage and therefore it fluctuates monthly.