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

  100 Hamilton Plaza Paterson, NJ 07501

• 

  PSE&G

  PO Box 14444 New Brunswick, NJ 08906-4444

• 

  PSE&G

  P.O. Box 1171 Newark, NJ 07101

• 

  PSE&G

  P.O. Box 570 Newark, NJ 07105

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:10/18/2022

  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.

  We have worry free service contract with PSE&G FOR DISHWASHER. We filed report on sept 1 week that dishwasher is not working. It is more than 45 days now and still PSEG has not fixed dishwasher as of yet . Three time technician came they are just keep ordering parts and last technician order some more parts about 3 weeks ago which has not arrived yet. Kindly speak to PSEG worry free department and ask us to give credit for new dishwasher since they have not able to repair yet . We are going through lots of inconvenience without use of dishwasher. We have waited enough but now it is serious matter . Our acct # with PSEG is ********** ( **************************** Pinehill ** Kindly help ** Thanks Mukesh

  Business Response

  Date: 12/08/2022

  In 9/2022, a tech arrived and found the unit was installed in a way that would prevent it from being pulled out conventionally. There was a delay to completely diagnose the issues with the dishwasher because the customer delayed pulling out the dishwasher. On 10/4 the customer had the unit pulled out and the tech installed the ** board. Since the customer had the unit pulled out, the tech was able to diagnose the faulty parts and ordered them. They were on backorder. Installed on 10/28/2022. For inconvenience, Supervisor offered to credit customer for cost incurred by the customer and requested a receipt. Customer has not produced a business receipt for the compensation. 

• Initial Complaint

  Date:10/10/2022

  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.

  I called PSEG because I received a very high bill for $568.38. This is only for October 2022. It doesn't add up and make sense. I disagree with this amount. I live on the first floor and my landlord lives upstairs. Very disappointed with PSEG.

  Business Response

  Date: 10/11/2022

  Spoke with the customer and explained we were unable to get into the house to read the electric meter. The meter reader had been ringing the bell every month. This amount is for $510.00 for electric is for 12months of estimates plus the current month. Customer was underestimated. Customer will call me every month with a reading.

• Initial Complaint

  Date:10/03/2022

  Type:Customer Service 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 have tried to pay my bill several times over the past month. I was told by customer ********************** that it was my fault because my account was entered incorrectly. I was then charged $30 to the account that should not have worked per this customer ********************** rep. **** I called again, I was told it was I needed to reset my password and call my bank because it was now their fault the charges weren't going through. I see from the BBB page another customer had a similar issue around the same time I did. So, it would stand to reason that the problem is PSEG. Please fix your issue, PSEG.

  Business Response

  Date: 10/04/2022

  This is not a PSE&G issue/problem.  Company's investigation confirmed the following:

  
  Customer's payments on 12/14/2021, 1/13/2022 and 2/14/2022 all used the same bank account information and were all processed with no issue. 
  
  Customer's 3/16/2022 payment was returned by the bank indicating "Account Closed".  This payment was attempted using the same bank account previously used. 
  
  Customer then switched bank and account information.     
  
  3/22/2022 - Customer's payment was returned by the bank due to No Account/Unable to locate account. The bank account number was missing a digit. 
  
  Customer's payments from 3/31/2022 - 7/29/2022 were all processed with no issue.  
  
  On 9/13/2022, 9/20/2022 and 9/27/2022 customer used the (previous) bank account and number which was previously closed (in or around 3/2022).  
  
  Company attempted to reach the customer today.  Voicemail messages were left for customer and she was advised that ********************** has deleted all bank account information from her PSE&G account, advising her that she can re-enter it or contact company for assistance in entering new bank information.  

  Customer Answer

  Date: 10/05/2022

  
  Complaint: 18159301
  
  I am rejecting this response because: its not accurate. I did not use the closed account. I had my checkbook in hand and read the only account I have to the customer ********************** rep. *** cashed $30 from it. 
  
  
  
  Regards,
  
  ***************************************

  Business Response

  Date: 05/01/2024

  Companies position remains 

• Initial Complaint

  Date:09/29/2022

  Type:Order 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 have the worryfree contract with them a few months ago I got accepted for the universal service funding to help me pay my bill therefore they took me off of auto deduct for my worry free contract so I ************** $61.92 I believe in April I had a service call for Freon I did not pay the whole bill yet but rewinding back to April I have every bank statement to show that I have paid each month and theyre still telling me I owe them Im in the readers on my worry free contract for the amount of $224.12 For $242.12 something close to that if need be I have all my bank statements and they keep telling me that if I dont pay the exact amount each month goes towards my bill which it should not go towards the bill because thats where universal service funding helps pay my bill because Im at work right now my account number with them is ********** for the worry free contract ********************************************************************* thank you so much for your time and hopefully we can get this matter resolved

  Business Response

  Date: 10/07/2022

  Customer thought 3 of her payments were applied to WF contracts. Payments were applied to the past due balance from an air conditioner service visit from 5/2022. Explained to customer WorryFree contracts are past due ******. Must be paid by 11/3/2022 to prevent cancellations. Customer to make partial payment and agreed the full payment will be made by 11/3/2022, as per WF contract suspension letter. Customer still owes ****** for the air conditioner service visit, which is a separate charge. 

• Initial Complaint

  Date:09/13/2022

  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.

  My account with PSEG started on 10/1/2021 when we moved to the current address. The bill was fine up until we looked at the bill for 12/2021 where they tacked on a charge of $2305.00 on to the bill with no accurate meter reading. It looks they tacked on the charge from my parents old address where they were living at until 2020. At that time we were living at a different address which they have don't have on file because we didn't use them as a provider, so it's impossible that we used what charges they billed. Where we lived we used both oil and gas power but with JCP&L. When I questioned why they did this all they said was that they were valid charges. I requested a meter reading and they falsified information on the reading. I believe they were taking advantage of customers during COVID at this time and in addition they transferred bills from one old address of my parents after they moved onto my name which is absolute fraud. Even now with no warning or documentation a representative of PSEG pressured me to pay $$2850.00 towards my bill or the power would be shut off. And they shut it off when I didn't pay. When I called them I was asked what I could pay and I told them only what I use which was $274.18. I requested they take out $224.18 and instead they charged me double for $448.36. I would like to report PSEG for overcharging customers and fraudulent activity.

  Business Response

  Date: 09/16/2022

  Customer Relations spoke to customer on 9/16 and reviewed her concerns. According to our records the disputed balance transfer of $2300 comes from unpaid final bills on previous accounts (1 in ***** in 2020; 1 in ******** from 2019). Both of the accounts were in her name, not her parents. Emailed copies of final bills to the customer for her review and have requested statements of account for each of the accounts so she can see how we arrived at the balance. Once those are available will provide those to her as well. Regarding the double payment, have sent to our Payment processing mgr to see if we can have one payment reversed. Sent customer an email on 9/16 confirming next steps and will follow up with her early next week. Account locked for 30 days while under review.

• Initial Complaint

  Date:08/26/2022

  Type:Product 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 and other construction companies **********/house work very early in the morning. The noise is incredibly loud and does violate ** sound ordinances. Construction work cannot and should not occur this early in the morning this loudly in a residential neighborhood.

  Business Response

  Date: 09/13/2022

  *** department supervisor contacted customer and addressed work related concerns.

• Initial Complaint

  Date:08/24/2022

  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.

  As the General manager of a 569 unit townhome community, I regularly chase ******* to repair street light outages. It has been weeks since we reported the latest round of outages and the repairs are still not made. There is one street with 6 street lights that are all out. The street is completely dark and unsafe. Today when we called PSE &G to follow up, they claim the reported outages were not previously submitted because they recently changed methods to report outages.

  Business Response

  Date: 09/08/2022

  The customer called on August 12, 15, 23, 24 and 30 to report a street light outage on pole ****.  The call on the 24th also reported a light out on pole ****.  A lamp inspector responded to the initial call on August 17 and determined a head replacement was necessary.  He also identified a head replacement was necessary on pole ****. Replacement heads were ordered with an anticipated shipping date of August 30.  The *** inquiry was received on August 26 reporting six lights out.  There are no records of any additional calls for lights out other than those on pole **** and **** reported on the previously mentioned dates.  A supervisor attempted unsuccessfully to contact the customer on August 29 to determine the location of the additional four lights reported out in the inquiry.   A voicemail message was left to return the call.  On August 30, an engineering technician went to the site to identify the remaining lights out.  During his inspection, a resident saw him and identified the other four lights mentioned in the inquiry.  These four required bulb changes which a street lamp inspector completed on September 1.  The lamp heads needed for poles **** and **** will be installed once the shipment arrives. 
  
  There have been no changes in the process for reporting street light outages as claimed by the customer in her inquiry

• Initial Complaint

  Date:08/19/2022

  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.

  PSE&G has a program where they collect a working refrigerator and give you a rebate to use towards purchasing a new refrigerator. I signed up for the program and scheduled a pick-up appointment. On June 23rd a crew came to my apartment and rolled away a perfectly good, working refrigerator. I asked if any paperwork was in order but they replied that I would just receive a check in the mail.At the end of 6 weeks (the program wait time) I called the company about my rebate and they said that my refrigerator did not qualify because of its size. The driver made this decision when he saw the refrigerator downstairs. I had my own concerns about the size and called the company prior to the pick-up. I gave the fridge dimensions to the company representative on the phone and she assured me that the refrigerator did qualify.Needless to say, PSE&G did not return the refrigerator back to my apartment and is now feeding me with "Give us some more time - we are checking whether your fridge has been utilized". I guess whether it was utilized or not is now irrelevant. 2 months without a refrigerator are worth a rebate check.

  Business Response

  Date: 08/30/2022

  Company's investigation confirmed the customer was advised that his refrigerator did qualify for the rebate program and would be picked up.  Therefore, customer should and will be issued a check.  Customer Relations called the customer on 8/30/22 and left a message requesting a call back.  When the call is returned, we will advise him that he will be receiving a check and apologize for his experience.

• Initial Complaint

  Date:08/18/2022

  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.

  I signed up for PSEG at my new residence. Three separate times, I gave them my banking info for autopay. Three times, they've claimed by payment has been rejected by my bank. I've incurred 3 charges now, and am required to pay cash at a distant location now to pay my monthly charges. My bank has never once received a request for payment (yes, I called). They're using checks that work with everyone else I pay. There's plenty of money in the bank to make payments. I've been told by their own employees there's a problem in their system. Multiple phone calls, 3 payment attempts, and many hours spent with PSEG reps were a waste of time. They are not capable of correcting problems. Matters here will be made public.

  Business Response

  Date: 08/22/2022

  Customer established his account for gas and electric services on 6/23/2022. Company processed customer's payments but they have been returned by the bank due to No Account/Unable to Locate Account. Company confirmed the bank account information provided by customer.  
  
  ******************** spoke with the customer today and advised him that the processing issue is not with PSE&G, and advised him to follow up with his bank.  All returned checks fees have been waived on the customer's account.  Additionally, ********************** removed the cash indicator on the account.  Customer was also provided with direct contact information for Customer Relations Consultant.  

• Initial Complaint

  Date:08/16/2022

  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.

  To whom it may concern: On or about November 2020 I called NJComforts Partners for a weatherzation program.*** ****** *** ***** **** ******** ** ****** ************* phone number. My complain is the following they made 5 appointments to take pictures of the same issue to tell me that it was not approved. i was also told that I was getting a refrigerator (which never happened),. I would been ok with them not approving the job if it was after the first appointment, but making me lose 5 days of work for the same issue to tell me afterward that it was not approved. They came to give me a filter for a heating unit that was not work, which led me to believe that noone reads the reports. Also, when calling to ask about all the dates of appointments, I was told that it was a free program. Nothing is free in life. this program is pay by the government and I am sure they got pay for their 5 appointments for doing the same thing absolutely nothing,

  Business Response

  Date: 08/16/2022

  This is not a JCP&L customer; please direct complaint to PSEG and ETG (*****************) .

  Business Response

  Date: 08/23/2022

  Sent multiple emails to *************************************** requesting clarification and received no response.  Complaint closed as it appears to be from several years ago.

  Business Response

  Date: 09/01/2022

  A manager from our Renewable and Energy Solutions spoke to ***************** apologized on behalf of the program, as this is not how we normally operate, nor is the comment of Well this is a free program ever an acceptable response to a customers complaint. 
  
  The manager advised her to keep their information, and to re-enroll when eligible again. She can reach out to the ************************** team directly if she decides to participate again and we will ensure that she is treated with the highest level of care we can provide.