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

  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

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:12/26/2024

  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.

  Weeks ago, I was informed I would receive a form to verify that my son, who has Muscular Atrophy, requires medical equipment in our home. I have yet to receive this form. Your delay and the tone of your communications are both disrespectful and insensitive. As a parent, its agonizing to watch my child endure such challenges, and your handling of this matter adds unnecessary ********* an employee of Momentum Solar, I am well-versed in utility operations and customer rights, likely more than you expect. The tone of your emails and notifications comes across as threatening, not procedural. Let me remind you of ******* Law, which prohibits power shutoffs in homes with critical medical equipment. Your approach is either negligent or intentionally dismissive of this law.For the record, my bill is manageable compared to what I see daily from customers, many of whom retain power despite higher balances. This isnt about the moneyI have multiple income streams and prioritize my childs condition and the holidays over your demands.Your behavior, however, is unacceptable. Threatening to cut power to a home with a medically vulnerable child crosses every line. I also have a significant platform3.2 million followers across social media, including ****** on Tik Tok. I will not hesitate to shine a light on this issue if it continues. With lawsuits already tarnishing your reputation, the last thing you need is public exposure for harassing families in need.Heres what I expect:Send the medical verification form immediately. Your delay is inexcusable.Cease all threatening communications. Any further threats will be escalated to my attorney without hesitation.Utility companies like yours are on borrowed time; solar and hydro power are the future. If you want to survive, start treating your customers with respect, especially those in vulnerable situations.I expect this matter resolved promptly and professionally.

  Business Response

  Date: 01/06/2025

  I spoke with the customer on 1/06/25 regarding his medical form request. Since he has not received any of the previously sent forms a new form was sent to his email address ************************** on 1/6/25. The customer has no further questions. 

• Initial Complaint

  Date:11/05/2024

  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 contacted PSE&G for an issue on the electricity meter last month. PSE&G misconnected the meters of our unit and our neighbors'. PSE&G sent a tech to investigate on the issue a week later. The tech verified that the meters were misconnected and the bill statement should reflect the correct number. However, the new statement still shows the balance based on the incorrect meter.I called the customer ********************** today and the agent told me that his supervisor should call me in an hour. However, I haven't heard anything.I need PSE&G fix the issue, recalculate the bill, and update the billing balance of our account.

  Business Response

  Date: 11/11/2024

  Ms. ******* ** had a field service investigation on 10/14/2024 The investigation determined crossed electric meters with another unit in the building she resides in. PSE&G's bookkeeping department determined that Ms. ** was overbilled.  A billing adjustment was performed resulting in a  $1,066.45 credit.  The 11/1/2024 invoice was regenerated to reflect the the credit. 

  Customer Answer

  Date: 11/11/2024

  [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:11/03/2024

  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 am not liable for this debt with PSE&G. I don't have a contract with PSE&G, they did not provide me with the original contract as I requested.

  Business Response

  Date: 11/15/2024

  I spoke with ******* ********** the customer was advised our system shows that he contacted PSE&G to transfer the services into his name at ********************************************************** back in 2022. The account was opened from 8/15/22 to 10/03/23. The account closed with a balance of $2,688.74 which he remains responsible for.  The customer could not provide PSE&G with any proof that he was not responsible to pay for the utilities. 

• Initial Complaint

  Date:10/30/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 request a recalculation of the electricity fees based on historical demand forecasts, and I would like to ask for a credit to be applied to the future charges accordingly.
  
  Despite the recalculation, I have noticed that the electricity fees continue to be charged without any deductions.
  
  This situation feels misleading to consumers, and I believe it is essential to address this issue promptly.

• Initial Complaint

  Date:10/25/2024

  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.

  Dear PSE&G Customer ************************ am writing to express my concern regarding a recent bill of $690.14 from a third-party supplier that I did not authorize. I want to be switched back to PSE&G and request assistance with this outrageous charge, as my total bill has reached nearly $1,****** a participant in the equal payment plan, I expected my monthly payments to be more manageable. I would like clarification on how this situation affects my equal payment plan for the year. Additionally, I request the contact details of the third-party supplier, as the bill is confusing, and I need to take action against them. This is regarding account # **************** you for your prompt attention to this matter.

  Business Response

  Date: 11/05/2024

  I spoke with Elo ********* and the customer was referred to ***************** due to a dispute over electric supply charges. 

• Initial Complaint

  Date:10/21/2024

  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 have a Worry Free plan with PSEG on our refrigerator. We needed PSEG for issues re our fridge and freezer not cooling properly. We called PSEG and made an appointment for Wed. Instead they came unannounced today. The technician said he can't do anything about our fridge since he saw no serial number. He said it was in the contract which we never saw or were asked to sign. We told him we bought it at the only place we could find with a fridge that fit our apartment at the height of the pandemic on 2/4/21 within a 100 mile radius. It was sold to us as new with a slight dent and it was more expensive than a new one at the time. All we knew our prior fridge died on us after 20+ years and we needed a new fridge.We also have hundreds of dollars of food in the fridge which I suspect will go bad now and we counted on **** to honor our contract. Furthermore, a family member has cancer and we now need to store their meds in someone else's fridge. Furthermore, I don't know why we are paying for a contract which **** won't honor. I escalated to the **** top executives and they still dont want to honor their contract.

  Business Response

  Date: 10/23/2024

  A Customer Relations Consultant spoke to the customer on 10/21/24 (in response to an email sent to PSE&G executives) as well as on 10/23/24.  Mr. ******** recently enrolled his refrigerator in PSE&G's WorryFree Appliance Protection Program (coverage effective 10/17/24).  He scheduled a service appointment and a technician arrived on 10/21/24.  Upon arrival and inspection of the unit, the technician found the manufacturer information missing.  As per the T&C's of the program, the manufacturer information (model/serial #) must be on the appliance in order for PSE&G to work on it. As such, the technician declined the repair.  He showed the customer a physical copy of the T&C's where it states this and also explained why. the appliance was not eligible for coverage.  Please note a Welcome Letter was was mailed to the customer on 10/724 detailing his purchase and also directing him to PSE&G's website for the terms and conditions (T&C's) of the program.  The letter also advised the customer to call if he wanted a hard copy of the T&C's mailed to him.  Since PSE&G is unable to work on the appliance, we have canceled the ** contract for the refrigerator and credited him for the 1 month he was charged ($14.29).  

  Customer Answer

  Date: 10/24/2024

  
  Complaint: 22455547
  
  I am rejecting this response because: 

  I read the PSE&G response to my complaint. 

   

  PSEG is breaking NJ service contract laws.including:

  *****************************.gov/Statutes/Service-Contracts-Act.pdf

  C.56:12-94 Receipt, copy of service contract.
  8. A service contract shall not be issued, offered for sale, or sold in this State unless the
  provider or seller, if not the provider, presents:
  a. a receipt for, or other written evidence of, the purchase of the service contract to the
  contract holder; and
  b. a copy of the service contract to the service contract holder, which may be presented
  electronically or in writing, at the point of sale or within a reasonable period of time from the
  date of purchase. 

   

  I never received a contract on my Worry Free plan for the refrigerator in the mail, via email or in any other way prior to when the service technician came to my home re the repair.  The Welcome Letter PSE&G referred to said nothing about the terms and conditions of the contract.  The ***************************** division of the **************************** is investigating my situation.   

  Mark

  
  
  
  
  Regards,
  
  **** ********

  Business Response

  Date: 10/29/2024

  PSE&G sent a WorryFree Welcome Letter to the customer dated 10/7/24, which states in part:

  "With WorryFree protection, you will receive reliable repair service from highly skilled
  technicians with no charge for covered parts or labor. Please visit ********************** for the
  latest terms and conditions, detailing how the program works and what services and parts
  are covered. If you would like the program terms and conditions mailed to you, please
  contact our customer ********************** department at 1-800-350-PSEG (7734)."

  The company's position remains the same.  The customers appliance was missing the manufacturers information (model/serial number).  PSE&G cannot make the proper repair without that information.  

• Initial Complaint

  Date:10/21/2024

  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 Thursday 17 of October 2024 I turn my heat on in the morning 18th 7:00 am turn it off. During the day I still felt the heat so Tried cooling it down( using my air conditioner)didn't ******* by Saturday it's still hot text my landlord ( no response) so I call my old friend( he use to fix stuff for my old landlord) anyway he came and changed battery to see if that's the problem and I told Landlord he needs to go see if its the boiler in the basement which he ( the landlord) has the key! All of a sudden the landlord text back to say he sending some one with the key come to find out the boiler thing was bad it was pouring out heat that wouldn't shut off ,the man turned it off so I called PSE&G to let them know because I know they going to charge me and it's going to be a high bill,the lady didn't care about that asking do I want someone out to fix it?(all they care about is how money they can get out of person) not about you saying the thing is broken, she said dispute it with my landlord ( like if he kick you out) it doesn't matter as long as you pay for that heat( that's) not your fault!! PSE&G needs to start looking out their customers not caring about us ( cause them landlord) don't care the bills not in their names!!

  Business Response

  Date: 10/30/2024

  I spoke with ******** ****** the customer stated that she had a problem with her furnace, and it took the landlord a few days to fix ***** the meantime, she had to use the ** and fan trying to cooldown the house while the landlord fixed the issue. She was worried that she may receive a large bill and wanted to let us know of the issue. She was advised, PSE&G is only responsible to supply the electric and the gas into the house. The meters capture the consumption, and the account is billed based on the usage for each month. If she feels that her usage for the month was out or the normal and believes it was caused by the problem with the furnace she would have to contact the landlord. 
  

• Initial Complaint

  Date:09/18/2024

  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.

  Hello I moved from ********************************************************************* I had requested to stop service at this location as I have moved out. I am getting a bill for services not rendered after I stopped service. I am not responsible for this bill, and would like to stop receiving this bill under my social security number. The new owner of the rental property or the owner of this building should be responsible for this bill. Thank you.

  Business Response

  Date: 09/25/2024

  she received a final bill after she ended services. she though the bill she paid on 08/28/24 cover her final. advised the payment cover bill dates 07/11/24-08/09/24 and final bill covered 08/09/24-08/81/24 which was service end date. customer understood 

• Initial Complaint

  Date:09/12/2024

  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.

  I hope this message finds you well. I am writing to formally lodge a serious complaint against **** for their refusal to send a medical necessity form that I urgently require to ensure my power remains on while I work to catch up on my outstanding bill. I have repeatedly requested this form, which needs to be sent to my childs doctor, yet PSEG has failed to comply. Tomorrow is the deadline, and if my power is shut off, it will directly jeopardize my sons health.Should my son experience any further medical complications due to this, I will not hesitate to take PSEG to court. I am prepared to exhaust every financial resource, including maxing out my credit cards, to ensure justice is served for this negligence. If my power is shut off before receiving the necessary documentation, PSEG will face significant legal consequences. I want this taken as a serious threat because that is exactly what it is.Please address this issue immediately as I cannot afford to let this escalate due to inaction

  Business Response

  Date: 09/16/2024

  A medical form was emailed to the customer along with the explanation on how to return the form to PSEG. A payment arrangement was discus and the customer agreed on a $200 payment to guarantee service with a six-month payment arrangement on the balance. Mr. ********* is satisfied and has no further questions

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  it is for a new construction residential building, we have the electric meters installed already from July 29. and we are still waiting for the electricity to get connected. PSE&G needs to install a new transformer and they have been dragging their feet since then. we would this Job to get expedited ASAP.