Business Profile

Electric Companies

PSE&G

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

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.

If you've experienced an issue

Submit a Complaint

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:01/19/2024
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.
On our latest billing statements for Senco Pool Servd the monthly costs from the few most billing cycles gone up in such a way that we believe we are being overcharged in an unclear fashion. Not sure if we are being overcharged for the individual price of therms, units of electricity and or gas units ( or all of the above). We have kept in mind and considered weather changes but the increase does not make sense. This is regarding acct number *************. Thank you for your time and consideration. Please feel free to contact me directly should you have additional questions or topics you would like to discuss with me. Sincerely,***************************
Business Response
Date: 01/24/2024
This case was for the ****************** & gas not PSEG. The customer will be contacting the ******************** if they have not done so already
Initial Complaint
Date:01/13/2024
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.
I have not received any statements this year and when I log onto the **** *********** unable to see my account or statements. I have called multiple times and been assured that it was fixed, however it was not and I can still not see them. I called again and was told that I would need to visit a **** location to resolve, which are only open from 8am-4pm Monday to Friday. I have an infant and a full-time job in the city, how I am supposed to come travel to your office to resolve this technical issue that I did not create? I requested statements in the mail, 2 weeks ago and never arrived. I believe I should receive statements telling me how much I owe and am paying.
Business Response
Date: 01/17/2024
Hello,
We have attempted to contact ***************************************** on a few occasions. Called and left voice messages on his mailbox. A number was left where he can call to resolve issue.

Customer Answer
Date: 01/21/2024

Complaint: 21142319

I am rejecting this response because:

I received a voicemail from a rep. I called back and spoke with *****. ***** promised a call back on Wednesday to resolve but I have not received a call back.

Regards,

***********************************
Business Response
Date: 02/02/2024
Reached out to customer on 02/02/2024. Customer states the issue has been resolved.
Customer Answer
Date: 02/02/2024
[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:01/03/2024
Type:Billing 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 am writing to express my concerns regarding the credit not issues I have been facing with PSE&G during the months of September, October, and November. As you mentioned, it appears that the credit is not being granted due to issues on PSE&G's end.I understand that utility companies can face challenges, but I am unsure whether this issue is affecting all customers or if it is specific to my account. I would appreciate clarification on whether this is a widespread problem or if there is a unique situation with my account.I understand that resolving such matters may take time, and I appreciate your efforts to ensure that when corrected, I will receive the qualified Off-Peak Charging Credits for the impacted time period. Your transparency and commitment to customer satisfaction are commendable.Account # *************
Business Response
Date: 01/08/2024
Customer received a credit for three months on one bill for the ** charger credits. Sent the customer an email with the breakdown the prior three months. Next month there should be a credit. There was a system error that's is why the customer did not get the credit each month.
Customer Answer
Date: 01/08/2024
[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:12/31/2023
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.
Almost a year ago I entered into PSEG's equal payment plan. This was explained to me by a customer ********************** rep saying that PSEG would take my energy and gas consumption average it out and split that amount into 12 months of payments and my payments would be the same every month. I agreed to this and had no issues for 12 months. In month 6 my EPP rate did go up but not considerably. Now in month 12 I am hit with a $2000 bill with no warning whatsoever. This is predatory billing at its finest. All PSEG says in the fine print about the final bill is that could be a credit or could be larger. How is there no kind of cap on ho large it can be? If I would have known they were going to try and extort me I would have never signed up for the "equal" payment plan. How is anything equal about this?
Business Response
Date: 01/11/2024
Customer is disputing the amount we billed him for the overage on the **** So the customer is asking for the meter to be changed and tested and would like the *** to be a witness to the testing.
Customer Answer
Date: 01/11/2024

Complaint: 21074133

I am rejecting this response because: I informed PSEG that I felt like billing me for $1500 for a final bill on my equal payment plan was unfair and predatory. No where in "any fine print" does it state that your final bill will be enormously high in comparison to your monthly bills. That defies the definition of "equal payment plan." There is nothing equal about the plan if the final bill is 500% higher than the normal monthly bills. To give me warning of this final bill a month in advance is not a counter argument either.
As a resolution I want this $1500 bill forgiven. I make payments for my consumption every month so I am not looking for a handout but the final bill on an unequal payment plan is not right and there is nothing equal about it.
For the record I have filed a complaint with the utilities board and I will ask them for a meter test. But PSEG should forgive me of this erroneous charge because that is exactly what it is.

Regards,

****** Tax-******
Business Response
Date: 05/06/2024
An equal payment plan is where the customer is billed the same amount every month, at the 6 month period we look to see how the customer is doing on the plan and we could raise or lower the plan, its based on his consumption at that period. Also on the bills everything is listed on how the customer is doing on the *** every month. Customer was supposed to call me back if he wanted the meter changed. Have not heard back from Mr..******
Customer Answer
Date: 05/06/2024

Complaint: 21074133

I am rejecting this response because:
My meter was changed last week. I am waiting the BPU's results.
However, I am still seeking a billing adjustment. I am aware of how the equal payment plan works. However, at no point in time was I informed that the final bill would be 3000 percent higher then the monthly installments. This is consumer fraud is it not? How do you call something "equal" if the final bill on the term is not equal to any of the previous months?
Please credit my account the exorbitant amount I was charged on my final bill.

Regards,

****** Tax-******
Business Response
Date: 05/10/2024
The companies position remains the same. The reading they took off of the meter was higher than all the prior readings. The customer signed up for th EPP on the Website.
Initial Complaint
Date:12/13/2023
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 company's deposit policy is not just unconventional, it's downright predatory. Demanding a deposit at the end of the first month, as opposed to the beginning, is a blatant deviation from standard industry practices and reeks of a scheme. This is particularly egregious when considering that no other reputable energy company outside of ********** engages in such absurd practices. The real kicker is the outrageous delay in refunding these deposits after service termination, taking several months, which is inexcusable and smacks of a deliberate ploy. It's a ***** contrast to the efficiency with which other sectors, like real estate, return deposits. This delay in refunding what is rightfully the customers' money, without any legitimate reason or asset damage to account for, is nothing short of a scam. It's a transparent tactic to accrue interest on these deposits at the expense of unsuspecting customers.
Business Response
Date: 12/27/2023
Called **************** and left a message for him to call me back, instead the customer called customer ********************** and spoke with a inquiry rep. I had the check go out in the mail yesterday morning, but he stated to the Customer ********************** rep the mailing address was incorrect. So I called **************** and finally reached him today 12/20/23 and stated to him I reached out to cash refund to have the check voided and reissued to the correct mailing address. I did ask the customer if he wanted to do it electronically and customer stated he tried but it did not work
Customer Answer
Date: 01/03/2024

Complaint: 21000816

I am rejecting this response because:

I have not received the refund check in the mail yet. Waiting on this currently.

Regards,

***********************
Business Response
Date: 01/03/2024
The new check was mailed out today 1/3/2024.
Customer Answer
Date: 01/09/2024
[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. I have received the deposit back.

Regards,

***********************
Initial Complaint
Date:12/06/2023
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.
Their my energy report compares me to house twice the size. I called twice, on hold for 35 minutes time after a grueling robot wasted 10 minutes. The ** robot answering is HORRENDOUS, like does not work at all. Who is getting paid at PSEG to NOT DO ANY WORK. 35 minutes to speak to someone who can't even help me? I am still on hold 25 minutes and counting. PSEG F**LURE at customer ********************** continues. 15 minutes is inexcusable. 35 minutes, Service Desk manager should be fired the *** should be fired as well. and NO they should get severance or parachute deal. Absolutely disgusting!
Business Response
Date: 12/27/2023
Spoke with **************** and apologized for the long wait time. **************** was advised that we are in the process of training new agents to support our call center to try and eliminate/reduce hold times. **************** was also advised that PSE&G does not compare customer's usage for various reasons which he understood.
Initial Complaint
Date:12/04/2023
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 have been paying for a Worry Free contract for years on multiple appliance. I had Service on November 29, 2023 for my refrigerator. The technician said the compressor was bad. He also said the contract allows replacements of compressors except the make refrigerator I have. He went on to discredit the company and said it had lawsuits against them. The whole idea to purchase an extended warranty is to have your appliance covered after original warranty ends. If PSE&G was aware of this they should have specified the warranty wouldn't cover this make and model refrigerator. I personally have tried to contact them by phone and email. It was an hour wait to speak to someone so I accepted the option of a call back which I never received . They have yet to respond to my email. I have been paying $12.86 monthly just for the refrigerator for years. I would appreciate some assistance regarding this issue . Thank you, ***********************
Initial Complaint
Date:11/29/2023
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.
woke up as i am moving to see my bill amount it wont let me in having asked me to change password i did cant spend any more time cant get in. wont accept code please reset my account 107 *************** ***** ************************* please. i cant spend all nght too much toi do should be easier to use.pls reset my account
Business Response
Date: 12/04/2023
Called customer twice and left 2 messages. Customer has an issue with the website, I am not able to reset the information but just delete it and she can go back on and create another user name and password. Was not able to communicate that information to the customer, she never returned my calls.

Customer Answer
Date: 12/04/2023

Complaint: 20931037

I am rejecting this response because: received no calls. i have no phone now. i got in they are useless and working to get out of **

Regards,

*************************
Initial Complaint
Date:11/27/2023
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 switched from a home warranty company to PSE&G's worryfree plan. My plan went into effect 11/14/2023. I was offered a promotional 70% off when I signed up. On 11/24/2023, PSE&G increased the promotional rate to 80%. That is, after 10 days of my plan going into effect, the rates were *****% cheaper. I called to request that I be offered the 80% off rate, but PSE&G refused. I argued my plan was only in effect for 10 days. They still refused. I believe PSE&G should honor the better promotional rate given that I recently signed up.
Business Response
Date: 12/08/2023
Customer purchased several WorryFree contracts on 10/31/2023 with a 70% off for one year promotion. Customer now wants the 80% off Black Friday WF contract promotion. Spoke with customer. He might not keep the contracts based on the conversation. He is reviewing his other options. He told me that I was wasting his time. I told him that was not my goal and I was responding to his complaint to the BBB. Then he cursed at me, so I ended the call. The 70% discount will remain. If contracts are cancelled, they cannot be purchased again for after 1 year.
Customer Answer
Date: 12/08/2023

Complaint: 20921793

I am rejecting this response. I asked the **** employee what would happen if I canceled my current plan and subscribed to the new plan (80% off). She said once I cancel my existing plan, I would be barred from subscribing for 1 year. So my question to **** is as follow: If you enticed me with a promotion to cancel my warranty with another provider, why is your solution now to cancel my plan with you? My other provider will likely not take me for the same reason you are not willing to allow me to cancel and sign up with the new promotion. Importantly, my other provider gave me a promotion to renew which I clearly did not take.
Your black friday promotion was effectively a 33% discount to what I had subscribed to a couple of weeks earlier. That's a huge difference, especially given that I was only 10 days into my annual plan.
**** employee called to offer me nothing. It was a complete waste of my time. "Hi, I am calling to say we cannot honor the new promotion." Well, that is why I complained in the first place. I asked the person to hang up if she had nothing to offer. I also told her if she had no solution, she should communicate with BBB directly, not call me to waste my time.
Regards,
***********************
Business Response
Date: 05/03/2024
Position remains the same
Initial Complaint
Date:11/21/2023
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.
I live in a two-unit condominium in ***********, **, which was newly constructed in late 2022. I purchased the property in October **************************** late spring/early summer ****************************************************************************************************** utility bills between my unit and the other unit in the condominium building. At my request PSE&G conducted an onsite audit in late spring 2023 and concluded the meters were indeed incorrectly mapped. The meter for the other unit was incorrectly attached to my account. The meter for the shared space was incorrectly tied to the owners of unit 2. And the meter for my unit was not being billed to anyone. At this time, PSE&G placed a freeze on my account and told me to no longer pay my bill until the ****************** corrected the bills. For more than four months I've called more than a dozen times trying to resolve the billing situation. Each time I was told a supervisor would return my call within two business days. I never received a call back. Additionally, I continue to receive incorrect bills and threats in writing that my utilities could be shut off at any moment (despite assurances over the phone that this will not happen). I have now spent over 12 hours on the phone with no resolution. On my most recent call (today, 11/21) I was told the ****************** finished their review and determined I had been UNDER paying all this time (despite no proof to support this claim). I am requesting that PSE&G: 1) provide me with documentation (including meter readings) demonstrating how they came to this conclusion; 2) provide me with updated monthly bills showing what should have been charged to my account; 3) provide a mutually agreed upon reduction to my bill to compensate me for the time I've spent trying to resolve this issue which was of no fault of my own.
Business Response
Date: 12/07/2023
Sent the customer via email a statement showing the 2 meters consumption for the Kilowatts used on both meters. I sent the statement on 11/27 and then another email on 12/4/23 still no response back from the customer

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

PSE&G is NOT a BBB Accredited Business.