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:08/16/2022

  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 am a disabled senior in need of assistance
  - I filled out application for Comfort Partners Energy Assistance program in September, 2017 and Louis, initial representative came to my home in early January 2018 and assured me he would assist me in remediation of my home repairs.
  - Although I was promised many repairs, including but not limited to new bilco doors to stop the cold from coming in under the house, and repair the cement around those doors, the sump pump would be dug deeper because the cold water downstairs was also making my home cold, they were concerned that the water would eventually ruin my furnace. They promised to repair foundation where water gushes in, and numerous drafts occur, making the house so very cold. He additionally promised regrading around the property so that water flows away from the house and not into it. He stated that mold was visible due to the excessive water and that it was not good for my health.
  - Although I have kept detailed logs for every phone call I make to Comfort Partners, they do not return those calls.
  - Someone from the Senior Center gave me the Supervisors name, Sean and his number. When I finally got him to call me back, he too promised all of the above things. Three different men have come to the house and each of them have promised the same assistance. Sean assures me the paperwork has been submitted on THREE different occasions and that the work will be completed, but here it is, weeks from the end of another year and my home is still wet and cold.
  -Last spoke to Sean in early September and asked again when the work would be completed - he told me he spoke with contractors and they all agreed that the above work needed to be completed and he would get back to me with a date. I voiced my concerns then about the cold weather coming and how cold and damp my home is and he assured me this would all be taken care of and I'd hear back from him in 7 to 10 days, As of today, November 17th, NO CALL.

  Business Response

  Date: 08/16/2022

  This is not a JCP&L customer; please direct complaint to PSEG and Rockland Electric (note:  Rockland was not part of the **************** Program at that time).

  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.

• Initial Complaint

  Date:08/16/2022

  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 signed up for help since I'm low income to upgrade anything they can in my house to energy efficient. They came a month later put in new light bulbs and a new shower head which I was happy about at first. Then, they can back again 2 months later and got me a new refrigerator a little but smaller than my old one but I was still happy with it. They also replaced my dryer duct as well and they here comes the big problem they went to my basement saw my boiler and was testing it and some how broke it and it was working all this time till they messed with it ??. I said fine I'll call the company hopefully they fix it and they said they will send out two plumbers to fix it and if they could not they will have to replace it. The plumbers and didn't do nothing but put a jumper and said it was fix my boiler would not light at all. I kept calling them everyday they answer and still giving me the run around at this point I knew they weren't going to fix it. Now it's 7 months since it was broke and they haven't done anything to fix my boiler or replaced it as they said they would if they could not fix it I'm highly upset ??.

  Business Response

  Date: 08/16/2022

  This is not a JCP&L customer; please direct complaint to PSEG.

  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.

  Customer Answer

  Date: 08/23/2022

  [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:08/16/2022

  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.

  A rep named Roy came out to perform energy efficient services and immediately found a gas leak , he called PSEG and had my heating system disc due to a leak . Roy never came back, no one from comfort partners ever contacted me about my heater or any other service . I was advised someone would call , no one did . When I called I was given the run around that someone would call me back, no one ever did . After a week and a 1/2 with no heat I had to request my service provider come out and fix my problem. Comfort partner did nothing and I want to make sure that I'm not on there list as a customer they help , because they did not.. They left me and my children freezing in the dead of winter .

  Business Response

  Date: 08/16/2022

  This is not a JCP&L customer; please direct complaint to PSEG.

  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: 08/30/2022

  PSE&G is currently investigating these concerns.  Our Energy Efficiency Program manager is  waiting for customer callbacks in order to verify some of the information in order to confirm if the issues were already resolved previously.

• Initial Complaint

  Date:08/10/2022

  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 upgraded the electrical service in our home after having power surges. When the problem was not corrected we were told by both the electrical company and town inspector said that the service line that goes from the utility pole to the house needs to be upgraded. We were told the power surges could cause a fire. We called PSE&G multiple times and they sent out technicians who stated the work order was put in as a power outage, despite us telling them the service line needed an upgrade. The technicians said it was a two truck job and required additional people per their union agreement. We've called multiple times and left messages for supervisors with no return call. My home is at risk of burning down and they are not completing the work, but have admitted they have multiple work tickets in. This has been going on since April. If I don't pay my bill they can shut off my power and report my non-payment to the credit bureaus. How are they not taking our concerns seriously? Despite professionals telling us it us creating a fire risk to our home? I bring up the safety of my 5 year old daughter and the woman I spoke to had the nerve to laugh.

  Business Response

  Date: 08/18/2022

  On April 14, the customer reported a flickering light issue. A troubleshooter responded and found that the customer had upgraded their ********************** to 200 amp and the service wire size was #4 instead of #2/3. In addition, investigation revealed that there was no cut-in card or a service request for that address. The troubleshooter informed the customer of this requirement.
  
  On July 29, another flickering light issue was reported at this location. That day, a meter supervisor called the customer and left a message for the customer to return the call, which was not done. A cut in card and service request had yet to be received. 
  
  On August 11, an engineering supervisor called **************** and informed her of this. The supervisor gave Ms. ******* husband the  construction inquiry number to call and submit an application for a service upgrade. The supervisor also advised ************** to have the municipal inspector send the cut-in card to PSE&G for the service upgrade that was done in April.  The supervisor gave his number to the Brussos  to call if they have any further questions or concerns. 
  

• Initial Complaint

  Date:08/09/2022

  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 Pseg contact for appliances. I told them that air conditioner needs service. It is working but slow. On Friday August 5 th I took appointment for the technician. He was totally in a bad mood and rude. He didnt check thermostat or see filters nothing in home or talked or explained) He stayed out talking with other Pseg person till 12 noon.(may be he was putting gas for a while I hint know) And when we started going out ( my husband had drs appointment)I told him we have to Go He said sign this paper which SAID 500$I told him what this charges are he said he put ***** gas. I said u never talked a word to me what is going on and without permission how can u do that??( I have caregiver and friend as witnesses too)He said u dont understand and going on explaining in details which no one can get He said I will take the gas out or sign. I thought I will call and complain later ( no one knew what or how much gas he put. Super wiser now says 4 pounds and name of *****) because I didnt want him to take out anything. I didnt trust so I signed. I complained 5 or 6 times. Supervisor was supposed to call in 24 hours and no one called. So I called yesterday and he said will take ***** out and air conditioning will not work. We can do that for u or pay. (One super wiser or call person said they cant take gas out)And gave big lecture. My husband is 85 and bedridden. He gets upset. So should I just let this go??I want people to know the tricky business which I dont understand Thx

  Business Response

  Date: 09/13/2022

  Reviewed customer call to request ********************** on air conditioner. Customer said the a/c was making noise and doesn't do a good job. Rep issued order for insufficient cooling and noise as per customer request. Contrary to BPU complaint description, customer said the a/c wasn't working properly, not just a noise. Tech arrived and cleaned the condenser coil and found the a/c system low on refrigerant. Customer was advised there would be a charge and the amount was unknown until the refrigerant was added and reached proper levels. Tech added 4 pounds of refrigerant. Customer disputed charge. ****** was explained and the customer signed the receipt, without coercion. Tech and supervisor offered to remove the refrigerant to resolve her cost dispute and the customer did not accept. Customer disputes the refrigerant was added and whether it was needed, however, unit was functioning properly when the tech left. Called customer. Left message. Refrigerant will remain in system, charge will remain on account. Customer has WorryFree contract on a/c and refrigerant is not covered, per terms and conditions. Customer was properly advised.

• Initial Complaint

  Date:07/28/2022

  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 am longtime PSE&G Customer. I am a senior citizen collecting Social Security. I have a PSEG Equal Payment Plan and the balance month is July. There was an outstanding balance, and I receive a monthly *** credit on my ****. I set up a Deferred Payment Plan to pay off the balance. It's very vague as to when that starts. I called in to ask that my monthly payment due date be changed to the 21st or 22nd of every month to accommodate my Social Security benefit check. I spoke to customer ********************** and that employee did nothing nor did she even understand why I called. She sent me to a ***************** employee who was very nice. He said it is a customer ********************** issue. Again, I was I unable to reach anyone there. This should not be a problem. I also applied for energy payment assistance from the *********** in June 2022. To date, I haven't heard anything from them.

  Business Response

  Date: 08/09/2022

  I spoke with ************************* we went over the **** and the payment arrangement. Customer was advised the due date cannot be changed because it is based on the date her meter is read. An apology was extended to the customer. ************ has no further questions.