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:11/21/2023

  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.

  Urgent Complaint Regarding Unprofessional Conduct.I am writing to express my deep dissatisfaction with the service provided by PSEG, specifically in relation to the handling of my request for power reconnection. My interactions with *********************** and his department have been extremely unsatisfactory, and I believe it is imperative to address these issues promptly.Over the course of 4 weeks, I have encountered challenges in attempting to reconnect power to a property that has undergone inspection and received approval. Despite my efforts to communicate with ********************, I have faced a lack of responsiveness. Voicemails have gone unanswered, leaving me with no choice but to contact his secretary, who unfortunately has been no help either Repeated assurances have been made ,but regrettably, no one from department has honored their commitment to return my calls. This has resulted in me having to initiate contact every few days, only to be met with the same unfulfilled promises and anger.Today's interaction was particularly distressing. When seeking clarification on the status of my request, I was told that delays were attributable due to holidays. However, the discrepancy in the timeline provided raises concerns about the accuracy of the information provided. Furthermore, the conversation took an unprofessional turn when they just hang up the phone.Subsequent attempts to contact resulted in a highly unprofessional and unacceptable response. He answered the phone engaging in inappropriate behavior, including shouting and cursing. This level of disrespect is entirely unwarranted and contrasts sharply with the standard of service I have come to expect from PSEG.In light of these issues, I am formally filing a complaint and kindly request an immediate investigation into this matter. I trust that PSEG takes customer concerns seriously and will take prompt and appropriate actions.I look forward to a swift resolution and appreciate your attention to this urgent matter.

  Business Response

  Date: 11/29/2023

  PSE&G received the cut-in card from the City of ******* on November 9, the customers new service was installed on November 22 and the meters were set on November 27 providing the customer with **********************. There were two holidays that were observed during this period .During this period, the customer called PSE&G multiple times, including multiple times on the same day, and was given status updates on the job. There were some voicemail messages from the customer that were not returned since the information requested had already been provided to the customer .PSE&G denies the allegation that a representative used offensive language in his conversation with the customer. The PSE&G representative did abruptly end a conversation with the customer after the conversation became heated.This inquiry has been reviewed by PSE&G with those involved.

• Initial Complaint

  Date:11/16/2023

  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.

  My washing maching was leaking and I scheduled an appointment for **** to come out and look at it on Friday November 3rd. I have the worry free contract with them (which I have been paying extra for 16 years - which as accumulated to the amount of around $700). I took off of work for the repair appointment and the **** guy came and said that I needed a new gasket installed in the washing machine. He ordered the part and said I need to call **** back and schedule another appointment for them to come and install the new part. He told me to ask for 2 men to come because it would be a 2 man job. I called them back when the part arrived and the lady and I were trying to figure out a day and time for the repair. I told her that I already took off of work the first time **** came and I didn't want to have to take off again because I didn't want any issues at work. I'm a teacher and I get home from work at 3:30 so she said that she can schedule the repair men to come any time after 3:30. I said that was perfect and we schedulded the date for today, Thursday November 16th 3:30 or after. While I was at work, I received a call at 12:30 from **** that they were at my apartment. I told them that they were not supposed to arrive until 3:30 and they said there was nothing they could do. I was extremely upset because the lady from **** said it wasn't going to be a problem and she documented the 3:30 time frame in the computer. While at work today, I called **** back and they said that they can't come back today and now I have to reschedule. After being on the phone for over an hour with them, I'm now forced to take off of work again to accomodate their mistake. This is a big company and should be operated in a much better manner than this. Thank you for taking the time to read this.

  Business Response

  Date: 12/07/2023

  Part was installed in washing machine on 11/27/2023. Appliance Service supervisor spoke with the customer. 

• Initial Complaint

  Date:11/11/2023

  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 spoke to a customer ********************** representative from PSE&G over the phone at approximately 3:30PM on 11/11/23. I made the call the inquire about multiple letters received in the mail that contradict the fact that I in-fact have Smart Meters installed in my home. I am a renter, however, and not the landlord. I called the find out if something was missing and needed to make an additional scheduled appointment for added hardware. The representative was disgruntled almost immediately because I asked if I was on the line because I was unsure if it was an automated voice menu or a representative. She cleared that up and I apologized and said sorry to ask I don't mean anything by it it is hard to tell when there is a person or another voice menu sometimes so I just wanted to ask up front. With that out of the way I explained the repeated letters in the mail that are confusing because they contradict the service visit where a field technician installed smart meters in our meter room. I asked for some clarification to make sure that these could be read from off-site as I work Monday-Friday and no one is ever home to let PSE&G in. When the lady became frustrated with me because I was asking a lot of questions I got a bit **** but I told her it is nothing personal. It's not her it's just the company. They don't always seem to have their customers' best interests at heart.She said something along the lines of "I can turn off your power instantly while I am logged in to the customer support control panel." At the end of the call she clearly was not happy. I got a funny feeling that she may be the type to actually be spiteful. I do not owe a bill. Nor do I ever. So there is no legal reason to turn my power off and then on I simply just had questions. However I thought what are the odds that this lady is going to get back at me before she clocks out today. Sure enough, at 4:59 PM my power suddenly flashed on and off. Just my unit, not the neighbors upstairs.

  Business Response

  Date: 11/13/2023

  Spoke with the customer and explained the second letter he received about installing the *** meter was sent out in error, and also his concerns were what the inquiry rep stated to him about the electric meter that we can shut it off with the press of a button on our laptops. That is not true and I explained that to ********************. And that the gas meter we can read it every month there is a device on the meter where we drive by and pick up the reading

• Initial Complaint

  Date:11/02/2023

  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 checked my credit report 10/31/2023. Once again PSE&G put a bill on my credit report that was paid in full. This is the 3rd or 4th time they are trying to get me to pay this bill. I am filing this complaint because back in 2018 PSE&G were paid in full. I also provided information to PSE&G showing that the account was paid in full.

  Business Response

  Date: 11/15/2023

  Spoke with the customer about the delinquent account that went to an collection agency. ******** stated to me that catholic charities sent in the payment for the bill. I asked her to send me proof of the payment and she stated to me she has it but after emailing her twice and calling I still have not received the proof.

• Initial Complaint

  Date:10/31/2023

  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 have been dealing with this for almost a year & NEED it to STOP!!!They send monthly energy output reports to force everyone into buying "smart thermostats". They made it clear that this will NEVER stop & there's nothing anyone can do about it.This is different from the usual junk mail that I dump. My account # is on the inside mail. I need to open & remove the account # first to prevent someone from closing or changing my account, AND this will go on forever!!!I emailed customer ********************** on their website, received a follow up that claimed it was fixed & had a survey to give my opinion for the job done. Had to wait a month to see if it was fixed, it wasn't & I reported this in the survey.This was repeated for about 4 months & was again made clear it would never stop. The only thing that stopped was there were no more surveys sent.I'm now writing "rejected, return to sender" for about 4 months now, and still they continue.I am a retired programmer, I designed software/programs/apps, so know that while others are focused on what software "does", as automatically keeping temperature as the owner wants, it can do anything else the company wants, with no way to observe by the consumer.I will NEVER buy anything "smart" because of never being able to know what's happening in the background.When this started I called PSE&G and was told it's a third party sending the emails.

  Business Response

  Date: 11/01/2023

  
  A Customer Relations Consultant called ****************** on 11/1 and left a message at 3:10pm.  Her concerns were escalated to management that oversees the MyEnergy Report the customer referenced in her complaint.  She confirmed that she has now been removed from that program and should not receive further communications.  She is also investigating why any prior requests to have her removed were not completed.  When the call is returned will review all with the customer and also attempt to get more information about her concerns with 'smart thermostat' (the MyEnergy report does not call out the smart thermostats).

  Customer Answer

  Date: 11/02/2023

  [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:10/09/2023

  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 paid ******* dollars every month for the electricity of the house. They told me that they did not read the clock and sent me a thousand dollars. My house is not a workplace, it is a house where only 4 people live Is a thousand dollars electricity fee coming to a house where everyone works

  Business Response

  Date: 10/13/2023

  Spoke with the customer and all the pictures the customer sent in of the electric meter was higher than the estimates. We did get a reading on 9/27/23 and that reading was higher too. We are changing the electric meters to an AMI for both floors. This is a 2 family home. No adjustment is warranted.

• Initial Complaint

  Date:10/05/2023

  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.

  I contacted my landlord on 9/29/2023, the same day I received the most recent bill for $365. The landlord agreed this amount is outrageous and sent me pictures of my meter. I opened CASE-******** with PSEG on 9/30/2023 and until now have not been called back. I only received what seemed to be an automated email reply noting that on 9/26/2023 my meter was read which "picked up a difference." I am still disputing this but they are neglecting to call me. I sat on hold for over 30 minutes on Monday 10/2/23 trying to contact PSEG and eventually used their call back feature by providing my cell number. It's now the 4th business day and still no communication back from PSEG. Please help!

  Business Response

  Date: 10/06/2023

  Customer received a high bill for September for $365.00 but the one prior for August was estimated. Customer sent me a picture of the meter and the reading for September was incorrect by the meter reader. So the August and September bills were canceled and rebilled and now the customer had a credit balance. The meter change order was canceled

  Customer Answer

  Date: 10/06/2023

  [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 would also like to thank ALL of you at BBB for your assistance!
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/01/2023

  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.

  PSE&G is overcharging my natural gas bill. They installed a new Gas Meter on August 30,2023. The next bill for the month of September 2023 was $513.32. That is $293.89 more than the previous month of August 2023 which was $219.43. There is no way we could have used that much natural gas for September 2023. Especially since there was a HEAT WAVE and the weather was mostly very warm. Their claim is that the old meter was running slower since 2007 and we were not being charged enough. This is due to their NEGLIGENCE of not properly watching their billing and letting it lapse since 2007. This equipment is not my problem, but the problem of PSE&G who failed to resolve the problem since 2007. Please help me to resolve this problem that I did not cause, but was caused by PSE&G. I have been paying my PSE&G bills promptly since ****. Thank You For Your Consideration. ************************

  Business Response

  Date: 10/03/2023

  ****************** meter was changed on 8/30/23 and tested and found to be accurate.  ************** was billed for actual gas usage that was consumed but not billed for.   ************** was given a one time credit of $215 in the interest of good customer relation.

  Customer Answer

  Date: 10/03/2023

  [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:09/23/2023

  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 subscribe to pseg's "worry free" appliance support program for several household appliances. I've been a customer since ****. Amongst my enrolled appliances is my refrigerator. Last week the unit stopped dispensing ice so I arranged a service call for 09/21. Serviceman came and said I would have to contact manufacturer and use the manufacturer warranty. I called PSEG support and told them this is unacceptable and they agreed to send a repairman on 09/23. This repairman showed up and reiterated that PSEG would NOT honor their worry free contract because the appliance is probably still covered under the manufacturer's warranty. I send PSEG $14.29 EVERY MONTH as an insurance premium for my fridge. Why aren't they honoring their "worry free" pledge. They insist that products under manufacturer's warranty are excluded but nobody is able to show where this is documented, THEY SHOULD HONOR THEIR CONTRACT WITH ME

  Business Response

  Date: 09/27/2023

  An Appliance Service supervisor has had several conversations with the customer regarding this matter and advised that if PSE&G were to work on the refrigerator it would void the manufacturer warranty and that is why he was referred back to the manufacturer to make the repair.  The supervisor also provided a copy of the companys WorryFree program terms and conditions as requested and advised him that even though he has WorryFree, this would be excluded because it is still under manufacturer warranty.  Throughout the conversations the customer refused to accept the *********************** explanation and policy.  During the last call, he indicated that he would review the Terms and Conditions that the supervisor provided and contact the supervisor directly if he had any questions.  As of 2pm on 9/27 the supervisor has not heard back from the customer.

  Customer Answer

  Date: 09/28/2023

  
  Complaint: 20646712
  
  I am rejecting this response because:pseg charges me $15 monthly for an "insurance policy" for my appliance.  Now that my policy has malfunctioned they want to renege on their obligation to make a repair.  They're dishonest crooks who are relying to one small obscure line in a pamphlet that customers never see when signing the contract.
  
  
  
  Regards,
  
  *****************

  Business Response

  Date: 09/28/2023

  The company's response remains the same as per the conversations with the Appliance Service supervisor as well as what is referenced in the WorryFree program terms and conditions.  The supervisor previously provided his contact information to the customer if there were further questions. 

  Customer Answer

  Date: 09/29/2023

  
  Complaint: 20646712
  
  I am rejecting this response because:  The issue with my refrigerator was "resolved" because I fixed it myself.  PSEG did NOTHING to make to fix the problem.  All they do is collect the worry free premium that I paid every month for years.
  
  
  
  Regards,
  
  *****************

• Initial Complaint

  Date:09/20/2023

  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 already submitted a complaint that was transferred to ******, ** against ************* but I feel both PSE&G and Ambit are complicit in this complaint. Both keep passing the buck and blaming one another. Each says to call the other to be refunded. Fact is I never authorized Ambit to be a third party supplier of energy. I always pay my bills and until recently never really looked through the whole statement, since my wife normally pays it ******** pay. We started looking at the past few days and noticed Ambit has been overcharging us for quite some time, and we don't even know who they are. No one ever authorized them to be a third party supplier, this was done FRAUDULENTLY. I want all the EXTRA costs we paid to be credited to our account. I was asked by BBB to submit an additional complaint based on these comments, so that one complaint goes against Ambit (complaint # ********) and the other for PSEG. I am a senior citizen who feels taken advantage of.

  Business Response

  Date: 09/28/2023

  Called the customer on 9/21 and 9/27 there was no answer. I left a voice message with contact information on both occasions, and I have not received a call back. 

  Customer Answer

  Date: 09/28/2023

  
  Complaint: 20634310
  
  I am rejecting this response because:
  
  Please inform them the best way to reach me is to call ************ or to email me at ********************** please. 
  

  I do prefer written communication rather than verbal but whatever works. 
  
  Thank you ,
  
  ***********************************

  Business Response

  Date: 10/06/2023

  I called the customer again on 10/3/2023, there was no answer. I was unable to leave a message memory was full. A letter was sent to the customer on 10/3/23 with contact information. I have not received a call back yet. 

  Customer Answer

  Date: 10/06/2023

  
  Complaint: 20634310
  
  I am rejecting this response because:
  
  I have already asked in a previous reply for them to contact me at **********. They have neglected to do so. Ambit has why cant PSE&G?

   

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

  Business Response

  Date: 10/11/2023

  I spoke with ************************* customer was advised he needs to dispute the charges with ************* While he comes to an agreement with ************ PSEG has placed the account on a ****** hold pending dispute. Mr. ********** has my contact information.
  

  Customer Answer

  Date: 10/12/2023

  
  Complaint: 20634310
  
  I am rejecting this response because:
  
  although I appreciate pse&g reaching out someone fraudulently obtained my pseg info to set up ambit and Im on my own and they have no accountability in this and now Im sitting here waiting for ambit to choose if they want to resolve this. Im the victim here and was taken advantage of and everybody just pointing fingers at each one another (ambit and pse&g). Why cant they get together and help figure this out  pse&g gladly collected all my money and shared it with ambit all this time..

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

  Business Response

  Date: 10/24/2023

  I called the customer on 10/18/23, there was no answer. I left a voice message with contact information. Our records show that Mr. Bakogiannis has been with ************ since 2013. 

  Customer Answer

  Date: 10/26/2023

  
  Complaint: 20634310
  
  I am rejecting this response because:
  
  Ambit was set up fraudulently and my wife who doesnt speak or read English well typically just pays the bill. Recently it was very expensive and upon my research I noticed Ambit charges whom *** never heard of before. As BBB can see, rather than try to resolve fraud PSEG AND AMBIT display behavior to brush this under the rug and move on. I want be credited the difference of the past 3 years in overage charges or I will obtain counsel. Im not being unreasonable. Whats more concerning is neither of them care about fraud and I bet Im not the only one.  
  
  Regards,
  
  ***********************************