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:08/29/2023

  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.

  PSEG Long Island promised to arrange pickup and recycling of my used freezer and give $50 rebate on utility bill. In June, I requested a pickup of the appliance. They arranged with a another company which scheduled three pickups, one in June, another in July and most recently in August. All three were no shows and were a great inconvenience to me. PSEG Long Island should follow through on this promise as it advertises.

  Business Response

  Date: 08/31/2023

  ***8/29/23 I spoke to the customer and advised him of the situation and what the options were. The customer understands and was given my name and phone number for any further assistance.***

• Initial Complaint

  Date:07/27/2023

  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.

  on June 11 2023 a car hit the lighting pull IN front of my house that caused a lot of damage to my property . I reported the damage to the driver insurance co GEICO which is holding the funds of the damages until **** submit the cost of replacing the poll to GEICO I spoke to *** ***** in the **** claims department at ************ many times and yesterday she told me she will submit the required information to ******** who is handling the claim at GEICO ************ but she never did it is unacceptable for **** to fail to submit the cost of replacing a light pull I am requesting a full investigation about the delay I want to fix my house. and I been a customer of **** for over 30 years? my phone ************ please call me thanks.

  Business Response

  Date: 08/14/2023

  the claims **** has contacted the customer and all is resolved the customer is satisfied .  

• Initial Complaint

  Date:07/12/2023

  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.

  Moved in June 2022....was billed every month and I paid in full....half a YEAR later they tell me it was 6 months ESTIMATED usage that billed me and I owed 1700!....they Never contacted me....never billed me the correct usage FOR OVER 6 MONTHS. NEVER ATTEMPTED TO BILL CORRECT AMOUNT AFTER THE ***** MONTH OR 2 OF SEEING USAGE OVER WHAT THEY BILLED ME now they expect me to oay this huge amount WHEN ITS THEIR FAULT FOR 6 MONTHS INCORRECT BILLING

  Business Response

  Date: 07/17/2023

  after a few phone message a no contact letter was sent to the customer with explanation of budget billing 

  Customer Answer

  Date: 07/17/2023

  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:

  They are telling me about budget billing Which has NOTHING TO DO WITH UNDER CHARGING ME BY USING "ESTIMATED" BILLING GOING BY LAST OCCUPENTS! FIR HALF A YEAR! WITHOUT CHANGING BUDGET OR TELLING ME! UNDERCHARGED ME FOR HALF A YEAR WHICH THEN THEY SLAP ME WITH A ***** BILL FOR WHICH WAS THEIR FAULT FOR NOT CHARGING CORRECT AMOUNT! THEY DO NOT LISTEN AND ANSWER AND ANSWER THAT HAS NOTHING TO DO WITH OWED MONEY THEY ARE ADDING TO MY BILL...

   

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

  
  
  
  
   
  

  Business Response

  Date: 08/01/2023

  The customer was contacted and advised that in response to customer feedback, the Balanced Billing program was changed to have the budget amount remain the same amount all year and only recalculate at the end of the 12 month budget year.  However,for new customers that opt for Balanced Billing when they apply for the service, we automatically recalculate the budget amount after 6 months until they have a full year of billing history. I advised they can request we automatically recalculate the budget every 6 months every year as well.
  
  I explained that although it is no longer an option to have the budget amount recalculate monthly, they can contact our customer service department at any time to request we check to see whether or not we can lower the budget amount based on the recent usage.  The customer advised they assumed we would call them monthly to advise if a change in the budget amount is warranted.  I advised we do not call, however, the customer is notified of the difference between the Balanced Billing amounts billed and the actual costs on the right side of page 2 of every bill so they can determine if they want the budget amount to be recalculated. 
  
  I advised the customer the Balanced Billing program assumes a customers usage will be similar to the prior year.  Therefore, we are unable to lower their budget amount because it is based on what they used in the past 12 months plus the amount to cover the overage from at the end of the budget year.  The overage is divided by 12 and added to the budget amount.  I advised that their usage and costs will need to go down before we can lower her budget amount.  The customer was offered information on financial assistance programs. 
  
  We discussed ways to conserve energy and tools on our web site to help them understand their usage better. I advised they can view their smart meter energy data down to 15 minute intervals on our web site.  In addition, I confirmed the customer is eligible for a free energy audit from our REAP ********************************************** program. I encouraged her and advised how to apply for the program.  I emailed the customer information on how to access all of this information. 

  Customer Answer

  Date: 08/01/2023

  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:

  [Your Answer Here]

   They are at fault 

  I will be having this further investigated

  They owe their customers the simply courtesy of  a phone call in a six month period when they have usage so much higher than their "ESTIMATED BILL FROM LAST TENANTS!"

   ITS ABSURD and due to this I owe more than I can afford with my rent

   

  They are no help whatsoever

  Will defend their negligence to the end with no help to the customer 

   

  Their choice Of estimating bill **** LAST TENANTS and waiting 6 Months before simply telling the customer the large amounts of money piling up is ABSURD

   

   

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

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

• Initial Complaint

  Date:05/03/2023

  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.

  PSEGLI has hit me with over 100 emails that my credit card is going to expire on account **********.. They started sending emails that my credit card was going to expire before the new card was received. Therefore, nothing could be done without the new card information. When the new card was received, I updated my record and called PSEGLI to verify if anything else needed to be done, They said nothing else needed to be done. The emails keep coming!

  Business Response

  Date: 05/08/2023

  I spoke with the customer on 5/3/23 and advised i would look into his concern and get back to him on 5/8/23. I spoke to the customer today 5/8/23 and advise the issue with the emails is already being looked into and his account has been added to the list of accounts experiencing the same issue. We are hoping to have the correction made in a short time frame. The customer understands and has my name and p# for any furhter questions.

• Initial Complaint

  Date:04/20/2023

  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.

  Prior to moving into apartment #3 at *********************************************************** Long Island account with two other apartments for the last 5 years in good standing. I paid my bills on time and there was never an issue. I even received my last bill for apartment #2 and paid it immediately before the April deadline. I also received some random e-mail about a bill for apartment #1 even when I paid that bill in full. I called about it and was told there was no bill in the system for me. I moved into apartment #3 on March 28. Today I received a bill for $256.94 with a service initiation fee of $226.41. When I asked for my new account number over the phone at the time of service activation, the representative had an attitude and said I couldn't create an account until the first bill. I again inquired about a random e-mail for a bill for apartment #1 and was told there was no bill for me. The account number I was given is **********. Now I'm receiving this bill with a different account number: **********. The **** has my name on it. When I called to ask why am I being charged $226.41 for an initiation fee, I could not get through to anyone. The first page of the bill shows an outstanding fee of $256.94 with a due date of 5/10 but there is no explanation as to why I was charged the service activation fee. Why is PSEG sticking me with a fee when this was supposed to be a transfer of service from the other apartment?

  Business Response

  Date: 04/20/2023

  We contacted the customer and advised that the account was on a commercial rate when she applied because it was in the owners name.  As a result, the service initiation fee was automatically applied to the account.  We informed the customer that the rate was already changed to the residential rate before her first bill was issued, and we reversed the service initiation fee.  We advised the credit will appear on her next bill and the resulting balance.  The customer was satisfied. 

• Initial Complaint

  Date:04/10/2023

  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 been over charge for my bill since they installed smart meter and there reading are not accurate 2021-2023 i wos paying $250 to $330 now my bill is $450 to 660max i use no more then ****klwt there reading in the meter are always wrong they subtract and guess my usage .they have disconnected my electricity and is cold cause bill is so hight every month plus they. charge $150 late payment every month is adding up to near $800 every month and is been going for 3 years .i wanna opt out of the smart meter

  Business Response

  Date: 04/21/2023

  I contacted the customer to discuss their billing.  The customer was provided with the billing history, a cash statement and a three-year comparison of their actual costs, average daily usage and Balanced Billing charges.  I advised the customer that the smart meter was installed in August 2019,but the increase in usage did not start until December 2021 and only occurred in the winter months.  I advised that this type of increase is consistent with the use of electric heat.  The customer verified they do not have electric heat.  I also informed that the customer that they were on a time of use rate 190 which means they are paying more for the usage during the peak hours of weekdays from 4 pm-7 pm. 
  
  I offered a high bill investigation and a meter test to address their concerns.  However, the customer confirmed that they had tenants in part of the house who were using electric heaters, and they moved in at the same time that the usage increased.  The customer advised their tenants are moving out at the end of the month, and they want to wait and see if the usage changes after the tenants leave before scheduling an investigation and/or a meter test.   The customer was advised to call back if they change their mind.
  
  The customer was provided with instructions on how to access their smart meter usage data on our web site.  I advised that they can view their daily usage down to 15 minute intervals.  I advised the customer how to compare rates on our web site to determine the most beneficial rate for them.
  
  The customer advised that they had already applied for financial assistance with the *********** Assistance Program (HEAP).  I sent the customer an application for our Household Assistance Program for a monthly discount on their bill, and I offered a payment agreement. The customer was provided with instructions how to prove a financial hardship to possibly get an agreement with installments as low as $10 plus their current charges each month. The customer was satisfied.

• Initial Complaint

  Date:04/06/2023

  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.

  We requested new service line at this new house which is under construction. It has been almost 6 months and we still dont have power at this location. The project manager never ever answer the phone I dont see the emails I have repeatedly calked customer service but no results. The supervisors are never available to talk and they dont get back to me. It is a very disgusting customer service. It seems the employees are collecting salary, but have no accountability and no sense of customer service. All I need is my service turned on quickly so that I could finish the construction on this house

  Business Response

  Date: 04/10/2023

  on 03-30-23 the amount of money arrived at the office for new meter set.. ************ has been inspected and the orders have been released to meter and test to set a new meter. This should be energized within a few days. i called the customer and advised.

• Initial Complaint

  Date:03/02/2023

  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 just had a quick complaint. I don't need anything from this slimey company. Unfortunately in my area we do not get to choose who we get our gas/electric services from. I paid my bill a week early. This comes from my routing number "apparently" when PSEG went and **** the money A WEEK LATER, the funds were not in my account to draw. This caused a fee to be added on to my account.Its just really weird how a company that consistently solicits emails about" payment assistance, webinars on energy credits, etc" has the audacity to without warrant, tack on $70 to a $40 bill for a "late fee; returned check" when I have proof that I paid on time. Unfortunately it is posted on my bill so there is no way to dispute it with the bank. Slimy

  Customer Answer

  Date: 03/26/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by PSEG Long Island, LLC regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

  Business Response

  Date: 03/28/2023

  Multiple attempts have been made to contact this customer with no response to messages left.

  Customer Answer

  Date: 03/28/2023

  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 is a flat out lie. No one from PSEG has contacted me. BBB I am done with the complaint as far as it goes

  I can tell the business has no intention on rectifying the billing issue. Please close this complaint out. It was NOT resolved. Thank you 

   

   

   

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

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

• Initial Complaint

  Date:02/03/2023

  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.

  There was a power surge in my house it blew through my heating system, washer, refrigerator, alarm sytem, thermostat. I have letters and receipts from all companies saying this is what happened. I received a letter from them saying that it wasnt their fault. they were in my back yard working on the wires when it happened. How can that no be their fault I have all the copies of all appliances etc. I dont know how to download them for you. I would be ablee to mail them if you need them. I am a senior citizen and widowed and dont know how to do it and have no one that can help me. Please can you help me.*****************************

  Business Response

  Date: 02/03/2023

  The customer submitted a claim for damage to their property.  Our investigation concluded that an emergency intentional outage was taken on 12/19/23 to isolate and perform repairs to faulted equipment.  As a result, the customer experienced a brief service interruption. 
  
  In accordance with the LIPA ******* ******* as an agent of LIPA endeavors at all times to provide a regular and uninterrupted supply of service.  However, the Tariff stipulates that the Authority will not be liable for an interruption of the service to make permanent or temporary repairs, changes or improvements in any part of its system or for interrupted, irregular, defective or failed service if the causes are beyond the Authoritys control. 
  
  The customer was sent a letter advising we denied them reimbursement for their loss because their loss is directly attributable to conditions for which liability is precluded under LIPAs Tariff for Electric Service.  Copies of the pertinent sections of the LIPA Tariff (Original Leaf No. 27 & 28) were provided with the letter.  
  
  In response to the BBB complaint, a PSEG Long Island Claims Consultant called and spoke with the daughter of the customer on 2/3/23.  They discussed the denial and the consultant explained the terms of Tariff.  The customer indicated they understood.

• Initial Complaint

  Date:01/25/2023

  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'm a little confused about my bill last month ****** now I have a bill for $153.64 I would like for someone from PSEG company to come out to explain the difference in the billing cycle. PSEG sent a worker out who gave me build, surge and other engey saving. I'm a senior citizen and I truly don't understand the billing cycle. Please help. I was told by a customer service rep that I should go to social services. My bill went from $65.00 to $153.64. I'm just asking for a representative to come and to explain to me what I'm doing wrong. Thank you *************************

  Business Response

  Date: 01/25/2023

  d I spoke to the customer and we discussed her account. The customer ask for somebody to come to the house to see if there is an issue. She set up an appointment for a high bill investigation in February. The customer has my name and phone number for any further assistance. Customer satisfied. Case Cloase 1/25/23