Complaints

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:07/15/2024

  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.

  For two weeks my ******* internet has been disconnected and when they checked the problem they said PSEG has to fix the poles because it is unsafe for them to go near it, after a few days they fixed my pole but when ******* returned they said the pole in the neighbors house needs to be fixed as well. Since Tuesday no one has showed up even though we called many times and every time someone answers after we are on line for an hour, they tell us it is scheduled for today but still no one shows up. ******* says PSEG is in violation because they have to keep the poles clear for them. Please tss as ke care of my issue because I work from home and I need to have internet

  Business Response

  Date: 07/18/2024

  The customer was contacted on Monday 7/15/24 and advised that A vegetation crew would be out to clear any vegetation, vines or branches that *** be causing an issue around the power lines. This work was completed by 7/16/24. The customer was contacted on 7/17/24 to be advised of this. The customer stated she was aware, and that ******* was there at that time working on the ******* issue.   

• Initial Complaint

  Date:05/07/2024

  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.

  For the last three months, the underground transformer near our house has been making noise causing vibration and humming inside our house. We have contacted PSEG of Long Island multiple times and all they do is send an emergency guy who can't help and is dismissive of the problem. When we call, they keep promising that they will send the underground crew to take care of this issue but they never do. At this point, we don't know what else to do. This noise from the transformer has to stop and the only ones who can do something about it is an underground crew from PSEG *** We ask that they resolve this issue immediately.

  Business Response

  Date: 05/28/2024

  On 5/7/24, the customer was advised that a crew had already been to the location on 5/2/24.  We opened the underground transformer cover and found a lot of bees that were dead in the transformer. After the bees were removed, we checked all the connections in the transformer, and our initial findings were there was not an electric issue.  We did not hear any buzzing afterwards, and we advised that the bees were possibly causing the buzzing noise. 
  
  The customer advised he is still hearing the noise and requested that we turn off the transformer to verify it is not an electrical issue.  At the customers request, we made an appointment for 5/14/24 to turn off the transformer.  The planned interruption of service required we provide prior notification to the other customers whose service came through the transformer.  When we de-energized the transformer, the noise persisted. The customer was satisfied with our response. 
  

• Initial Complaint

  Date:04/29/2024

  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.

  On February 22,2024 my family and I moved out of our last home. We contacted PSEG of Long Island prior to the move to ask that they switch the bill to the new homeowners. The new homeowners also called PSEG of Long Island to give them the updated information. As of today (4/27/2024), I continue to receive bills for my previous address and the account there is still under my name. Both the new homeowner there and I have called multiple times to speak to customer service representatives. For some reason, they don't know why and can't explain why, they can't seem to switch the account to the new homeowner. In addition, I continue to receive bills which PSEG of Long Island states that are mine from the previous home up until the time we moved out on 2/22/2024. I have paid numerous bills, yet as of today, I am still receiving bills stating that I owe money for the previous home. PSEG of Long Island is unable to resolve the issue of switching the account to new homeowner and they can't seem to figure out the billing discrepancies either. I have asked to speak to a supervisor or directly to the billing department of which I have been denied both requests. So now I am requesting assistance from the BBB.

  Business Response

  Date: 04/29/2024

  i spoke to the customer and advised all corrections will be done by the end of the week. 

  Customer Answer

  Date: 04/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have been told via phone that my issues would be resolved by the end of the week for the last two months   Each time I call customer service I am told to call back on Friday of that week and that my issues would be resolved by then. This has never come to fruition and my issues continue.  Once my account for my previous home is closed and switched to the new homeowners and I no longer am told that I owe anymore money for this old account then I will see and know that my issues have been resolved.  As of today April 30, ****************************************************** my name and not the new owners and I am still receiving bills for that home as well   Thank you 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 05/23/2024

  When a PSEG Long Island was notified on 5/10/24 that the customer was not satisfied with our response, a representative spoke with the customer and advised all the bills past 2/22/24 were already cancelled and there were 3 recent attempts to close the account.  The customer was advised a credit in the amount of the remaining balance will be applied to the account. We found there was a technical issue that was preventing the account from switching to the new party’s name.  A representative followed up with the customer on 5/15/24, and then again on 5/17/24 advising the issue was resolved and the account in their name was closed as requested.  The final bill with a zero balance was issued on 5/16/24. 
  
  Sincerely, 
  
  ***** ****** * ********* ********* **** ******* * ******** *********
  ************ * ****************************************
   
  

  
  

  Customer Answer

  Date: 05/30/2024

  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 and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  ***** ********
   
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:04/08/2024

  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.

  PSEG falsely closed my account due to a new customers inaccurate address. It happened November 2023. Took til January 2024 to put it back under my name. In the meantime I had to meet a closed balance. What? I DIDNT CLOSE MY ACCOUNT YOU DID! Its April 2024 and its still not fixed nor right, and Ive talked to at least 7 operators

  Business Response

  Date: 04/09/2024

  Another Party applied to the customer's address in error.  As a result, their account was closed.  A new account was already opened in the customer's name.  We submitted a transfer of the remaining balance from the old account to the new account.  The customer was offered and accepted a $25 empowerment credit for their trouble.  A new payment agreement with lower installments was made with the customer for the adjusted balance on the new account.  The customer was given a specific contact person and direct phone number for any problems with this matter.  The customer was satisfied.

• Initial Complaint

  Date:03/06/2024

  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.

  Hello - I am writing in regards to PSEG and how it's affecting my business, The Village Smoke Loft (dba ******************) located in *********, **. When ****************** opened up, PSEG had been charging us a few hundred dollars a month. Then suddenly, they changed the rate and back dated the bill by a year and sent us a new bill, which came out to be around $2000 - $2500 per month. They cut off our electricity and strong-armed us into shelling out tens of thousands of dollars. It's already very tough and stressful for businesses, especially new businesses, post pandemic. We were then contacted by PSEG again to make the payment on the payment plan, which was set up. We feel it's wrongs for them to back date the bill and charge more after a year and then cut off the electricity. On top of that, they are so rude. However, we have gotten some very nice individuals who told us about the ** Better Business Bureau. They mentioned you guys would investigate and possibly hold off the payment until the issue is resolved. We at The Village Smoke Loft are extremely hopeful, and we appreciate any guidance you can offer us during this very stressful time. Thank you.

  Business Response

  Date: 03/18/2024

  The customer was advised of the ********************** back billing policy based on the LIPA tariff. 

• Initial Complaint

  Date:01/31/2024

  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.

  ****************** fraudently shared and sold my personal information. They attacked my bank account and threatened to shut off power to my house.

  Business Response

  Date: 02/02/2024

  a detailed email was sent to the customer advising that ********************** does not supply or sell any customer information to any source, all the customers information remains with PSEGLI. 

• Initial Complaint

  Date:12/14/2023

  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.

  I've made numerous attempts since October 30, 2023 with PSEG Long Island, via email and over the phone with PSEG ** employees to access my account online. No one has resolved this issue and my request for someone from their IT ***** to contact me and resolve this issue has gone unanswered. They send email links that do not work. Their customer service is non-existent.

  Business Response

  Date: 12/28/2023

  the customer was spoken to on 12-14-23 by a customer representative resolved the issue.  the customer has my direct phone line for further questions. 

• Initial Complaint

  Date:11/20/2023

  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.

  This complaint is in regard to excessive power outages. 15 since 2013. We cannot continue to operate this way. Clearly theres an issue with the power grid in the area and PSEGLI continues to place bandaids on the issue instead of addressing the actual problem. With small children in the house heating becomes an issue. Food has been thrown away multiple times only or have to go through a combersome process to get reimbursed. 3rd world countries dont lose power as much as we do.

  Business Response

  Date: 11/20/2023

  i  spoke to the customer that electric service responded to the inquiry . This customer has seen 3 different outages after March of this year.
  
  September 24th the customer saw a 1 hour outage due to tree limbs sparking we took an intentional to make repairs
  November 13th we took an emergency intentional outage for 19 minutes to repair wire damage that we came across
  November 17th the customer saw a 3 hour outage due to animal contact
  
  To get ahead of this we have set up a patrol to survey for tomorrow looking for any substandard conditions and for missing animal guards. This will help us find what could cause the next outage and we will make any repairs that we deem necessary. We will also install animal guards on all transformers that we find without; limiting animal contact jobs in the future.

  Customer Answer

  Date: 11/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  This complaint is not just in regard to the 3 outages since March of 2023. This is in regard to the excessive amounts of power outages since moving here in 2013. On the conservative side we have lost power 15 or more times since moving here in 2013. After many phone calls and conversations sometimes with no response to requests for callbacks and no one taking the situation seriously I decided to take the BBB route. We cannot continue on this path through cold ******* with children in the house. Many neighbors have expressed the same concerns and have spoken of coming together to contact PSEGLI. When some real progress is made in remedying the situation I will consider it resolved.

   

  *********************
  
  
  
  
   
  

  Business Response

  Date: 11/22/2023

  per electric service: This was patrolled, found one location at transformer that needs some trim. .Trim was completed on 11-21-23 Also  found a pole that we will be requesting to get replaced. Our patrol also identified one location in which the top of the pole was found to be rotten. This pole was ******* owned and we referred it over to them for replace.

  Customer Answer

  Date: 11/22/2023

  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 and the matter has been resolved. I will accept the response for now but keep in mind that because of the substandard service over that past 10+ years and the excessive amount of outages. 15 on the conservative side could be as many as 25 outages based on conversations with affected neighbors. If we continue to be affected by these outages there have been discussions in the neighborhood of coming together against PSEGLI. We cannot continue with the level of service weve been receiving for the last 10+ years. We understand sometimes major weather events can affect service but the majority of the outages we experienced had nothing to do with weather events. 
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:10/24/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a power outage and no one showed up to fix the power. Eight hours with no power and no workers. The time of restoration keeps moving back.

  Business Response

  Date: 10/25/2023

  The customer was contacted and advised that our records reflect a crew was in route to the area within 30 minutes of the start of the area outage that was at 1:17 pm on 10/23/23.  I advised that the estimated time of restoration (ETR) was originally 4:30 pm, and then it was updated to 9 pm after the initial assessment.  A temporary repair was done, and the service was restored at 8:15 pm that day.  The customer was informed that the outage was due to an underground cable failure.  It was explained that when the service problem is underground, it is harder and takes longer to locate where the blown fuse is as compared to overhead electric lines.  I advised the customer that a customer service representative can only provide the current status and ETR until the job is completed.  The customer indicated that they were satisfied now that they were getting updates.
  
  On 10/24/23, a line crew was sent to do the permanent repair. The field supervisor on site spoke with the customer to advise what was happening.  The customer was also emailed information on the alternate options to get outage and restoration updates through our web site, mobile app and MyAlerts for future reference.  On 10/25/23, the customer was informed that the permanent repair was completed on 10/24/23. 
  

• Initial Complaint

  Date:09/27/2023

  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 have been trying to turn on a new service. And each time I submitted, I've been given a difficult time. It's going 2 weeks now that my kids are in the dark Every morning and no food In the storm and. Unable to make food because there is no light. To make breakfast to go to school, unable to receive dinner. Because there's no light. I'm asking for mercy and help No one in this apartment has kids

  Business Response

  Date: 09/29/2023

  The customer was contacted on 09/27/23 at 10:15 am. The customer was advised of the document needed to have the account put in her name.  The customer stated she would get the document needed and supply it to us. I advised her that as soon as that is provided the process of having the acct started in her name will start.