Puget Sound Energy

Pugest Sound Energy took months to get a crew to put in my hand hole for underground power at an existing building, they set a date finally and then brought out the wrong equipment and delayed us more, I had electricians on site and had to send them away. First the demanded that I pay them the $12,000 + for the job, and then they informed me that they billed me the wrong amount because they quoted a bigger more expensive hand hold that what was needed. Then they told me that I would get a refund of about $4000. Would take 4-6 weeks to get the refund. After several months of waiting I contacted the construction department and they told me it could take 4-6 months to get my refund. Then they told me it was only going to be around $1600 and that it would be another 4-6 weeks. And now 2 months later I still have no refund or accounting of my project and they just keep saying "I told you it would take some time". Well now I am just not going to pay my PSE bill until I get my money. There is something wrong here. PSE can demand money for power, and take more than they are supposed to have and then not give it back in a reasonable time.

I gave my name as a contact only in August of 2017 so my niece (***) could get power when she moved here from Alaska. I did not agree to be a cosigner on the account, nothing was ever signed. I made multiple requests for the bills to be put in her name and sent to her at the service address with PSE customer service. I explained to customer service numerous times that this was not my bill, that I had never had electric service, that I didn’t live at the address. PSE did not do their job as requested. This was never done as requested. No explanation was given for why it wasn’t done.
She moved to Puyallup in April of 2018 and obtained electric service there. She left Puyallup to return to Juneau, AK on 10/31/19. I have never paid the bills for the Puyallup service address. Now I find out the unpaid balance from the Puyallup service address has been automatically transferred to my gas account. It was never explained to me that this would happen. I didn’t get any correspondence e-mail or otherwise this was happening. No explanation by PSE customer service for this action either. It seems to me PSE isn’t willing to work with their customers period.
I have been a gas customer in excellent standing with never a late payment with PSE for more than 20 years. Now I have this balance for power I did not use. Contact with PSE has been totally unsatisfactory in finding a resolution to this issue with responses such as “Well, nothing we can do, that’s the way it is” PSE’s customer service is horrible to say the least.

Puget Sound Energy (PSE)lack of explaining what a new account details to a recent widow. On July 29, 2019 my husband of 41years went to work and passed away coming home. I have a step learning curve with paying the bills. I paid the PSE through our credit union bill pay until I learned that when I notified PSE of ***'s passing in December that I would have a new account. It was on February 25, 2020 when my power was shut off that I learned that my new account had also a new account number and that I was paying the bill into, as the customer service representative stated numerous times, "Those payments went into your dead husband account". I had no power, I have a lady telling me My Dead Husband one two many times and dumbfounded as to where my two payments that were pulled out of my checking when to and asked to speak to her supervisor. That conversation was cool and factual without the dead husband phrase, but I was at her mercy. There was another account number given with the a fee to turn my power back on. I have received a letter with my new account number to supervisor had given to me with now a payment plan of my payment history! I had talked with Cory today from the Revdex.com and he gave me the WA Utilities Commission number *** and I talked with ***. Don't pay my bill with the account number given to me in December and having someone say to me You paid in good faith. Something that I should have been told from the company we have paid to for over 40 years. I had a very import meeting to attend to that afternoon and was not able to get my garage door open without power.
On February 25, 2020 Puget Sound Energy voiced to me loud and clear I have a dead husband, we are going to trap you in your home with no power and there will be a fee to turn your power on and I have a poor payment history. And under the law they can do this and still collect monies into a closed deceased account.

I received a bill 4 months after from PSE stating I owe them roughly $500 and never was billed nor aware of this. When I called the customer service center to talk to someone about this, the person on the phone was VERY RUDE and acted as though this was my fault. I was not able to make payment arrangements and when I asked to speak to a supervisor I was transferred more then 4 times and believed that never happened as I didn’t get a resolution. PSE just came out to my house to disconnect my power and luckily I was home because I never received a phone call! My phone has not changed and I never received a bill stating I was going to be shut off. My past due balance was only $88 and I paid it. Now my balance is around $600 this is not a normal bill! I always pay my bills on time and don’t get why PSE is the only one that can’t send normal bills to my house or get a hold of me. They show up to my address with intentions to shut me off then will turn around to have you pay an additional amount of money to reconnect. This is outrageous and very unethical!!! They have done this to me in the past when I was out of the state for just one day. Why are businesses allowed to operate this way and I would be willing to agree to a payment plan that I can afford as well as paid the $88 like I just did. Please give me an email of the Operations Director or look into my case because this is not right. The last bill I received was on February it is March 2nd and I almost was with out power ,because of the business not sending me bills accurately nor calling me. This has got to stop!!!

We have not received a bill from PSE Since February 24, 2019 they have sent us a letter stating we owe them over $11,000. How is this possible that they can’t send out bills to all of their customers they are a multi million dollar company?

PSE is changing out electric meters on our shopping center property, which is less than 2 years old. The power will be out in our retail spaces for up to 5 minutes. Customers will leave the businesses during this time causing a hardship for our tenants. PSE is not interested in working with us to schedule during off hours since their contractor (***) does work only between 8am - 5pm. Besides getting transferred to 3 different people, we were told "it's only 5 minutes" and "we don't work during off hours". We have no say in how we are impacted and the issues this can cause during store hours at our shopping center. PSE has ineffective customer service and we rarely have a say in PSE's seemingly whim-related programs. Our shopping center is less than 2 years old, why do we have to get new meters and have them changed out when we are open? This monopoly is not workable for us.

This company is a classic example of speaking out of both sides of their mouth at the same time. They claim a desire to provide excellent customer service, but their actions speak much louder than their words. After going past-due on my account which was 100% my fault, they disconnected my gas service. I thought it would be a reasonable expectation to call in and pay what I owed plus some sort of late fee and then have someone come out to turn my service back on within the next day or two. It turns out that they require a disconnected service be to be canceled and a new service started which requires a connection fee. All I wanted to do was pay what I owed, but instead, was told that I couldn't even pay my outstanding balance until it was recalculated because of the new account I was forced to start. After starting my new account with connection fee I was told that I had to be home during the work day for 5 hours to meet a service person to turn on the gas valve. It was explained that I have to be home so they can light my fireplace and hot water heater. I don't need someone to do that for me as I installed both these items myself and lit them. Although I take responsibility for missing my payments and expect to pay some fees, I can't believe I have to take time off of work to let some person in to my home to do something I can do myself and then I'm told I can't have my service turned back on if I don't give them access. It didn't require access inside to turn off my service after all. PSE is a pathetic excuse for public utility and a classic example of why our society should not allow monopolies.

I lost power to half my house on a Saturday morning. I called in and someone was here within 1 hour. They set up a temporary fix and things were fine until Sunday night when the second leg of power started to go. They showed up again Sunday night around 9 PM and confirmed what was happening. I could have had a crew come and replace the line right then but opted for first thing next morning. They came - fixed the line. Fantastic customer service. I can't think of anywhere else I could have got that kind of service. And to top it off- no cost to me.

This is the smart meter problem. We upgraded the smart meter around April 2018, after that, my motion detection light start to behave abnormal. It would turn on 1 minute and turn off 10 second without any stop. These made me craze. I almost got the heart attack form this. I called PSE support, tried various ways to solve the problem. Nothing worked. On May 12th 2018, there are 3 people from PSE came, switched back the original meter. I felt my health is back to the normal.
Yesterday, (12/10/2019) PSE came to install the smart meter again without giving any notice. This happened when I was not at home. Since the smart meter is so close to my bedroom ( just outside of bedroom wall), last night I cannot sleep well. This morning I felt my heart is very weak, my had difficulty to breath . I called PSE again (12/10/2019), asked to switch back the original meter. They said they do not switch back, the solution is I need spend $30 each month for somebody to read the meter.
I think it is unfair let me to pay $30/ month infinitely or my health get damaged. When you put the new product, you should make sure this product is safe and economic efficient, you should not let customers bear the safety and other cost.

My husband died and PSE said I must close his account, open a new account in my name. We had solar power which allowed us to have a low monthly bill. PSE closed his (our) account and deleted 371 kWh from his account. In October his bill was -$10.02, now, under my account I have lost the 371kWh and owe $157.53. It is the same house, same meters, the only difference is the account is now in my name with new account number. Now I'm a widow on fixed income and every dollar is important.

Around Mid July my tenant died and I called PSE to transfer electricity to my name. I also specifically told transfer only electricity not Gas. Rep told me it is done and in future I can get it taken care of automatically by filling the owner allocation form online, which I promptly did. But PSE charged me a basic charge of $12.92 for one month for Gas and there was zero usage of gas in the unit. I called them mid August requesting that charge be removed because that is not what I asked over the phone. The rep said she will escalate and I will receive a letter in mail in 7 days. nothing came. I called again end of August, this time I was told that they will review my original call and if I requested only electricity they will waive off the charge and I will receive a callback in 48 hours. No callback ever came. I called on Sept 3rd again, explaining for the 3rd time that I wanted only electricity, and the rep told me that they reviewed the original call and I did request only electricity in the call, but because I filled the owner allocation form it means both will be transferred and there leadership has decided to not wavie of the ghost charge of $12.92 and it is due tomo. I have made the payment , because I do not want to have any late charges, but I want a check back from PSE for this fraudulent charge, they tricked me into.

I have faithfully paid my bill on time for 5 years without missing payment. Last month I set up auto bill pay. For whatever reason, they did not process my autobill pay. They did not send any notice that payment was not received and just showed up at my house and shut off my power without any notice and without offering the opportunity to pay.

They then force-closed the account and required me to open a new account with a new deposit and a a connection fee. The stated that there is a federal agency that requires them to do it this way, which I know is not the case because other utility companies do not have the same policy. I paid by phone while the technician was on property and he still shut off the power.

The shut off was on one of the hottest days of summer. My wife just had a double mastectomy for breast cancer and I have children at home and they shut off power with no concern for consequences to our health.

This practice is so very corrupt and unethical. We received no written notice, no phone call, nothing. They just showed up and shut off the power. The technician that shut off the power was extremely rude and unprofessional.

I spoke to a supervisor at the customer service number who said that the technician should have offered an opportunity to pay, which he did not, but that even though they didn't follow procedure, there is no exception and a new account would need to be created with a new deposit and a re-connection fee.

PSE does not care at all about their customers. They are greedy. If I had any other choice, I would take it, but given this is a monopoly and there is no other choice, they can get away with abusing their customers. It is despicable.

If you are a PSE customer, don't trust the auto pay feature and make sure to check it every month to make sure they don't do this to you.

Terrible company.

I have enrolled in PSE automatic payment previously, but their system somehow didn't work as it's supposed to be. I didn't realize that my billing has been past due until 2 month later, my utility was cut off. I called they, and was told the account has been inactive, and to reconnect that, I will be charge for $268 in total to get a new account connected.
The auto-payment malfunction is obviously due to PSE website function. I think I should not be responsible for the reconnection fee.

PSE changed out my meter on their own accord. The workmen who did it (an outside company I understand) were great. Afterwards however, I was left with no gas. I was told that PSE needed to come out and relight my appliances. The workmen called it in and were told they would be here within the hour by PSE. Three hours later and no show, I called PSE. I was told I was an "anytime appointment" and could not get even a rough estimate on when they would show. I needed appliances to prepare for a 5pm function. The only info they could give is that it would be before midnight!! I have now lost a full day of work to wait for a workman that may or may not show. If an "anytime appointment" corresponds with a scheduled appointment in the same area, I don't understand why they can't look it up and give a rough estimate. There is no way to change to another service as they monopolize the area which is why they can treat consumers this way. UNACCEPTABLE!
If PSE is aware that work is being done and when, they should SCHEDULE re-hookup times instead of making it an "anytime appointment". How many people can sit in their non-functioning house for up to 16 hours waiting for a workman to decide to show up.

Had power surges to my house. Was told it was in my house not a PSE problem . After hiring 2 different electricians and going a week with power surges PSE found the problem was a faulty connection in the main power before my house. I have receipts for $3600 in ruined appliances. PSE claim form states they will deal with the problem in 30 days. It is approaching 60 days and no check.

The lady named Barb, when I called to settle my accounts was very rude and treated me like she owns PSE, cosidering that I just paid my dues. SHE HANG UP THE PHONE WHILE I WAS TALKING TO HER to try to find out what steps I have to make. I JUST PAID $149.98 TODAY AND BECAUSE THEY ALREADY CUT THE LINE SHE WANTED ME TO PAY MORE THAN $161 MORE TODAY AS WELL, like she does not care that it is not easy for some people to drop $300 in one day without knowing that they will have to right there and then. I hope she understands what people can be going through!

PSE has perhaps the worst customer service in the area. We have had nothing but issues with our accounts. There are so many hoops you have to jump through it is literally impossible to understand each piece. The most ridiculous part is a married couple is unable to have a joint account and only the primary holder can speak with customer service. We switched who was the primary account holder and they forced us to create a whole new account with a new account number and the old access my husband had only had the prior account on it. Since we were not made aware we needed to create a whole new account, we did not know our account was past due. We continually logged in the now prior account and it always said we were at a zero balance. We have spoken with numerous agents and supervisors and none of them are able to explain sastifactorly why a new account has to be opened after each shut off of service or change of account holder. The prior account remains open on the website for 120 days and you can still make payments to it, however, they will shut off your power because the credit on the other account is not shown on the new one, so guess what??? You are behind again and you will have to pay all of the fees associated with shutting off and turning on your power. Oh and the account with the past due amount on it will be closed and will remain active online for an additional 120 days. This company has a monopoly on the market and doesn't care about anything relating to their customers. Makes me want to move away from their service area so I don't ever have to deal with them again.

Pse is a monopoly they shut my electric off after I've only been living here for 7 days with my new born in the home, whom is only 3 weeks. Even after I ask for a few hours to call sort this mistake. And as a Male a cant just breast feed. When I called I was told I can pay to have the guy come faster they rejected the offer they promised.

How this company got an A rating is beyond me. I am writing this review in place of my husband as he is not good with words. This place literally has a monopoly and do what they please and charge what they please.
My husband tried to call on Saturday to pay our bill since its due on Monday so they don't turn us off and when he called the customer service number he couldn't pay as they were having peoblems with scammers in their system. This is bullcrap. This place ahould have customer service 7 days a week.
These are peoples livelihood they are messing with. Their customer service representatives are rude and they never take responsibility for their mistakes. I wish a company would come in and give them competition to knock them down a couple of pegs. Let me give you a good customer service tip for your representatives PSE.
Treat customers with respect since our money we pay for power also goes to pay your paychecks.

PSE leaves families high and drive. We recently discover an electrical malfunction in our electric meter base of our home. We reported it to PSE and they took our meter. On a Friday afternoon before Mother's Day weekend. Leaving us without power in our home. We had the simple emergency repair fixed by a licensed reputable electrician the next Saturday morning. PSE refused to return our meter. They told us to get an L and I inspection. L and I does not do those inspections in our area the city does, we had to find this out for ourselves. We did not have power the entire weekend. On Monday morning I contacted the city and they immediately sent an inspector who approved the repair. I called PSE multiple times but they refused to dispatch a truck to return our meter. On third call I reached someone who agreed to dispatch the truck but they could not tell me when. PSE did not treat our power outage as an emergency. Monday evening after I took off work and waited the entire day they finally arrived and took literally 5 minutes to slap a meter back on to the based that had been repaired Saturday morning. This is a completely foreseeable situation. PSE's policy is to make families wait and put the onus on them to obtain permit's and inspections for emergency repairs.