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

258 total complaints in the last 3 years.
72 complaints closed in the last 12 months.

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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:08/28/2024
Type:Product 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 is the second time I have had to file a complaint in order to get a resolution. I called and contacted PSE&G via email as last year I had the same issue and was over billed by about $300. Once again, I received a bill for last month that is extremely higher than usual. I asked for someone to come out and investigate, nothing happened. I was then asked to submit a meter reading from my landlord, and the case number I provided was closed with no resolution. I am not going to pay my bill until someone comes out to investigate. I had the same issue last year and was credited funds to my account as a result. Please help and thank you in advance.
Business Response
Date: 09/09/2024
************************* is concerned with an electric bill for $85.39 for bill cycle 6/27/2024 thru 7/26/2024. I informed him of higher than normal summer temperatures along with a 9% electric rate increase in June 2024. I verified an electric bill adjustment in Sept 2023. ****************** was over estimated 9/26/2023 and received a bill for $365.05 ****************** submitted an electric meter photo 10/5/2023 confirmed the over estimate and adjusting his balance to a credit of $61.85
The electric bill for $85.39 is an actual meter reading due to him have an Electric Smart meter. Which consistently generates actual readings. ****************** insists an having PSE&G check his meter. A Field Service Investigation has been issued to verify the readings and verify what his electric meter is suppling.
Customer Answer
Date: 09/09/2024
[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 so long as their field technician comes to check the meters in person.

Regards,

*************************
Initial Complaint
Date:08/23/2024
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.
About a year ago, I reviewed my pseg bill and the balance was $0. I called and they told me that they took the service out of my name and put in someone else's name who called and said they were moving. I was very disturbed as the call did not come from me and **** would not tell me who did it. They ended up renewing my service after I had to speak with 3 different r people. I have had psef service at this residence since 2010 and they had the nerve to take it out of ny name without letting me ********* forward to this year. I received a bill that was a additional $50. My bill is now $180. I was told that I was getting some type of discount for being new customer and it was only for a year. That sound ls ridiculous because I'm not a new customer The man I spoke to was willing to add a discount to my bill due to convienyance but he had to get a supervisor to help. Inwas placed on hold then tokd they were not available and I would receive a call back. I never received a call back..I am complaining because pseg is an awful company and I want my bill to go back down to what it was as no one told me inwas getting a new customer discount nor was I told thay my ********************** was not in my name.
Business Response
Date: 09/12/2024
I spoke to Ms. ******** ******** on 9/10/2024. Ms. ********** PSE&G account was final in error Mat 2023. When the account was reactivated back into her name. PSE&G granted a her a discount on her Worry Free appliance protection contract. Ms. ******** received a $29.75 discount on her Worry Free contract. I informed her that the discount was a one year promotion. She is currently receiving a $5.95 standard discount for having Worry Free coverage for more than 3 appliances.
Initial Complaint
Date:08/09/2024
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.
I am not liable for this debt with PSE&G I do not have a contract with collection agency they did not provide me the original contract as I requested
Business Response
Date: 08/19/2024
I called the customer in 8/13 and 8/14 but there was no answer. I was unable to leave a message. I also emailed the customer on 8/14 and I have not received a response from the customer.
Initial Complaint
Date:07/25/2024
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.
Ever since PSE&G forced my house to have a "smart" meter, my PSEG bill has been astronomical. We have had nothing extra put into our house...im not sitting in a jacuzzi for hours everyday...in fact, I have 4 less people in my house since this meter change has been forced upon us. This month, my electric bill is $952...not 9.52....but $952 !!!!!!!! That is an insane amount of money for a small cape cod in ******, **. My mother has a house that is twice the square footage, and has 6 people living in it and her bill was only $350. How in the world can mine be that much higher!!!! and its been like this only since they switched my old meter with this stupid new meter...in fact, they have switched the new "smart" meter with another one, because even the billing people see that is way too high for my house and 4 people living in it. I would like PSEG to send out a supervisor to check everything outside to see if we are being charged for other peoples power !!! Thats all i ask is that they send out a professional to look to see what in the world is making my bill this huge!!!
Business Response
Date: 08/07/2024
called ********************** 07/29 and today 08/07/24. spoke with customer briefly today. customer was at work, she will call me back later today when she's available.
Initial Complaint
Date:07/18/2024
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.
PSE&G sent a contractor (CCI) to do a meter replacement at my home. I was not made aware of this before the work was done. The contractor trespassed on my property, illegally dumped litter on my property, and damaged my properly with electrical surges caused by the replacement process. I contacted PSE&G and advised them of the situation. I was promised a supervisor callback within 24hrs and nobody has called me regarding this as of yet.
Business Response
Date: 07/26/2024
This matter was escalated to management for the team over meter changes and the contractors responsible for doing the work. A supervisor called the customer on 7/24 but he was not able to speak at the time and requested he call back. The supervisor called back the following morning (7/25) and left a message. When the call is returned, the supervisor will discuss the customer's concerns and work to resolve the matter.
Customer Answer
Date: 07/29/2024

Complaint: 22009177

I am rejecting this response because:
I spoke to the supervisor and requested a callback at a convenient time. A callback has not been received to date. A claim 2407240030-001; Claims Web Form ************ has been opened for the damages caused. Subsequent requested photos have been sent. I am awaiting this to get handled and a supervisor callback to address how this occurred and how to keep it from ever occurring again. Thanks.

Regards,

*****************************
Business Response
Date: 08/02/2024
The customers claim has been received and will be forwarded to ******************** (CCI) who performed the job in question. CCI will investigate and follow up with the customer.
Also confirmed with Customer ********************** management that a supervisor did call the customer and left messages on 7/***********, 7/************ and also on 7/31.
Customer Answer
Date: 08/02/2024

Complaint: 22009177

I am rejecting this response because:I have not heard from anyone yet from CCI and I received no call from a supervisor as promised. This would be incorrect information. Thanks.

Regards,

*****************************
Business Response
Date: 08/08/2024
CCI has made contact with the customer and an investigation has been scheduled for 8/9 between 8am - 12pm.
Customer Answer
Date: 08/08/2024

Complaint: 22009177

I am rejecting this response because: CCI has reached out to me but there has been no resolution to all the matters at hand. I should be dealing with PSE&G directly in this matter and not CCI as I have agreed to do no business with CCI and they are a contractor of PSE&G. I am cooperating with CCI but I expect PSE&G to take full responsibility for the damages and issues caused by their contractor on my property. Thanks.

Regards,

*****************************
Business Response
Date: 08/14/2024
A Customer Relations Consultant spoke to ******************** on 8/14. Customer spoke about his ongoing skepticism with how CCI has handled his claim, and specified most recent interaction from 8/9. I apologized for his experience and explained the existing process between CCI and PSE&G's *********** is that CCI investigate and resolve matters/claims such as this. The customer said he was led to believe that this would all be resolved by now. At this time, the claim is still open, so the Consultant respectfully asked that he allow the process to play out. ******** agreed, but said it is imperative that this get resolved ASAP. The Consultant advised she would provide the feedback to management and reiterate the importance of quick resolution. The Consultant also provided her directly contact information as well.
Initial Complaint
Date:07/02/2024
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.
not sure why i have a bill for 110 for months i already paid my meter will be off thermo til i move i want out of rat race NO Calls no time mail me an explanation of charges NO CALLS. no time.
Business Response
Date: 07/08/2024
Hello,

The bill that you received for services at ************************;HOPEWELL TWP MER NJ. The bill that shows a balance of ****** is for services that has been rendered to you from : April 03, 2024 to May 31, 2024. Another bill has generated and that bill is ******. The service dates for this bill is June 01, 2024 to July 01, 2024. This bill includes the past due balance of ****** along with your current charges which is ***** and a security deposit of *****. On your previous account there was a credit of ***** that was transferred to your new account. This is how your total is currently ******. You made mention to moving in your complaint. If you need your service to be disconnected at this location you will need to call customer ********************** at ************.

Kind regards,
Customer Answer
Date: 07/09/2024

Complaint: 21930509

I am rejecting this response because: no reason for security deposit....dont have it going to BPU i also challenge ***** and this explanation is not clear. please mail me itemization i have no phoine no reason why i have secureity deop charged. and i have no phone so tell me how to cancel once ready not opaying nor is there any reason to charge me sec deposit as sych i will go to BPU file complaint

Regards,

*************************
Business Response
Date: 07/19/2024
Hello,

First I will like to address your balance. At this current time you have a balance of $38.31. You also made mention to canceling services and you are not able to place a call into customer **********************. You can go in your local PSEG walk in center and a representative will be able to help you with closing your account when you are ready.

Kind regards,
***************************
Customer Answer
Date: 07/22/2024

Complaint: 21930509

I am rejecting this response because:
i want meter read so making complaint to BPU they keep ignoring that i have no car when i am ready i will cancel all thanks ut i want meter read you will close thuis and iw ill complain about you i want meter read. This is as anticipated useless so i have no balance until they verify balance.

Regards,

*************************
Business Response
Date: 09/26/2024
Companies position remains.
Customer Answer
Date: 09/26/2024

Complaint: 21930509

I am rejecting this response because: no idea to which this refers none. i am moving out of this corruption given we all live oh so long i am out changing wha ti can NJ politics no. i wont be walked all over so what ever this refers to i will do what i must as i see fit to protect myself

Regards,

*** *********
Initial Complaint
Date:06/19/2024
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.
Service requests ********* and ********* for new electric service was approved by PSE&G on 9/6/2022 These services require PSE&G provided transformers be installed in a customer supplied vault room.The construction of the vault room was inspected and approved initially on 3/22/2024 After that date, there were numerous site visits over the course of 2 months where different PSE&G representatives re-inspected the transformer vault and pointed out other, sometimes contradicting issues one or two at a time, and when they came to inspect for whatever they requested they pointed out other things, etc. etc.Finally the Transformers were delivered by PSE&G on 5/31/2024 and ****** DOB approved the wiring and sent the required Cut In cards to PSE&G on 6/14/2024. PSE&G inspector was on site 6/17/2024, but did not have all the internal (PSE&G) information or documentation to continue the process.Since then, after numerous attempts to contact them. we received an email that stated it would be 2-3 weeks to energize the service AFTER the electric meters were installed, without any information on when the electric meters would be installed.We have an 80 unit apartment building that's ready to occupy pending PSE&G energizing their transformers and have not been able to get an answer on when it will happen.This delay has a cost above $1,000,000 to date.
Business Response
Date: 07/17/2024
On September 8, 2022, the customer applied for a three phase, 120/*******, 3000 amp service.
On September 22, the electrician had a site meeting with an Engineering Technician (****) and the site plans were provided.
On November 3, the **** answered the Electric Service Inquiry as service available, with the customer required to build a vault room for the transformers and to contact the area meter technician for all inspection and meter questions.
On December 23, 2023, the customer requested an additional three phase, 120/208 volt, 200 amp fire pump service.
On January 28, 2024, the same **** answered the request as service available and to contact the area meter technician for inspection and meter questions.
Following this, there were multiple site meetings and discussions between the electrician, the **** and the area meter technician that primarily focused on the construction of the vault room to ensure that the customer adhere to the required PSE&G specifications and dimensions.
On May 31, the transformers were installed in the vault room.
On June 17, the area meter technician visited the location and notified the customer that PSE&G received the cut-in card for the fire pump service but not for the main service. He also requested wiring inspection applications, which had not been submitted.
On June 18, the municipal cut-in card for the main service was received.
On June 20, wiring inspection applications were received.
On June 21, the **** visited the site however due to the customers personal lock installed on the door he was not able to access the vault room.
On June 24, a customer relations consultant emailed the division asking for the status of the job.
On July 1, the customer removed their personal lock from the door of the vault room and that day the service passed all PSE&G inspections.
On July 2, the meters were installed.
On July 9, the new service was cut-in and later that day a supervisor spoke with the customer and notified him about the update. He thanked the supervisor for the follow up call.

Please note that the area meter technician was on vacation on June 19 and 20 but unfortunately did not set up an out of office voicemail. This matter was discussed and reviewed with the meter supervisors and all the meter technicians.
Initial Complaint
Date:06/04/2024
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 declared bankruptcy listed you on petition yet my account has not changed moving soon i question my bill at 60 dollars this month use nothing. never here. so i will need a re read and my account changed to bankruptcy acct as is appropriate.
Business Response
Date: 06/26/2024
Hello,

I have made a few attempts with contacting you. A few voice messages were left. I was able to get your matter resolved. The account ending in 8207 is no longer active. A new account has been established for you. The new account number is **********.
Should you have any other questions or concerns please feel free to give me a call at ***********************.

Kind regards,
Customer Answer
Date: 06/26/2024

Complaint: 21799495

I am rejecting this response because: i got one message only and have asked for no calls i am moving within 6 weeks explain what account was changed and why nothing is resolved until i know meter read is right in the world of consumerism i say when its resolved not you further no calls. send letter. no time . for the one call you made.

Regards,

*************************
Business Response
Date: 07/02/2024
Hello,

The account number that was provided to you is your new account number. That will be the account number that you will need to use going forward until you move to another location. The issue with you still having the old account has been resolved. It has been cancel due to your bankruptcy. Should you move from this location you will need to call into customer ********************** to have your account closed.
Customer Answer
Date: 07/09/2024

Complaint: 21799495

I am rejecting this response because: cant keep answering nnonsense filed complaint with BPU and AG and consumer affiars cant wait to get out of here. no reason to pay sec deposit wont . BPU should be in touch read meter again 88 is too high ihave no account number. no rationale consistent with CP as to charging sec deposit

Regards,

*************************
Business Response
Date: 07/10/2024
In the interest of good customer relations the deposit has been removed from the account.
Customer Answer
Date: 07/10/2024

Complaint: 21799495

I am rejecting this response because: no good customer relations its consumer protection rights . i want meter re read and explanation if there is service charge and to move who when needs to know

Regards,

*************************
Initial Complaint
Date:05/30/2024
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 moved and my old account had a credit on it. I called the customer ********************** to have it applied to my new account and they said they will have it done for the next billing cycle. However the next billing cycle has come and they have not credited my account with the new address and my old account does not appear in the log in anymore. I have not received the check or credit from my old account,
Business Response
Date: 06/11/2024
Hello,
I was able to look on your account and see that a check was issued to you in the amount of *****. The check was sent to your old address. I do apologize for this.
A request was placed to have the check cancel and to have the credit placed on your new account. Please allow 1 to 2 billing cycles before seeing the credit reflected on your new account.

Kind regards,
***************************
Initial Complaint
Date:04/30/2024
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.
Purchased an AC unit from PSEG. Since then they have been here many times and made repairs and freon. There is a leak which they have been. unable to repair. In June 2024 warranty will expire. I would like a replacement. I am a senior and cannot afford to continue to pay for a defective product.
Business Response
Date: 05/03/2024
Air conditioner replaced in 2019. Multiple issues. Air conditioner will be replaced under warranty on 5/13/2024, per customer's convenience.

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PSE&G is NOT a BBB Accredited Business.