Review: Job #[redacted] PSE&G Gas line hookup
At some unspecified time, PSE&G cut the natural gas line from the street at [redacted]They were regular PSE&G workers and did not inform me or let me know of a gas shut off from the streetMy bills were paid on timeThose that shut it off should be held accountableI frequented the building at least times a week on average it clearly was not abandoned or condemnedAlthough I did not use the heat I did use the electricity and water as can be seen as I have the bills to prove it as I did not have an everyday tenantNow after getting a tenant in in January, when I called PSE&G, they informed me that I needed to fill out an applicationIt has been months and the gas has not been turned onMy business tenant was not able to operate because of the extreme freezing temperatures of January and February and until nowAt some point they told me they need to hire a hazmat team because the area is a contamination zoneThey told me that last week at the end of the week they would send a hazmat team to reconnent the gasThis they did not do! I have the email to prove thisAfter an unauthorized gas shut off we have not been able to have heat ever sinceI seek immediate relief and priority to have the gas turned on and reconnectedBecause of them I had to spend $for the gas pressure test and permit fees from the town as a prerequisite for them to reconnect the gas on but still to no availWe need immediate relief, my tenant has been without heat and cannot function, and there is no reason that after months they have not turned on the gasFor our records we want the date when it was turned off as they won't tell usWe want those to be held accountableMost importantly we need PSE&G to turn the gas from the streetThey were spotted shutting the gas off from the street with plain clothes and no hazmat safety apparel and their truck read PSE&GPlease investigate the matter and urge that they quickly use their extensive rich resources to reconnect the gas from the streetThank you.Desired Settlement: We would like our gas to be connected as soon as possibleAnd for those that are responsible for the inappropriate action of initially shutting off the gas to be reprimanded in some way, either fired or demoted from that positionSince they disconnected the gas, they made us hire a plumber and test the pressure for the pipe which cost us $We demand a reimbursement for this
Business
Response:
Customer Relations attempted to reach the customer on 04/02/and left a message at 12:05pmReview of the situation indicates that the meter was scheduled to be installed yesterday 4/1/Will confirm all with customer when the call is returned and address any other questions or concerns he has at that time
Consumer
Response:
Review: [redacted]
I am rejecting this response because:
Part of the Complaint has been resolved in part that the power has been turned on by the electric companyHowever not the part where they owe us compensation because of their inaction and delaysWe did get a response from the Revdex.com, but not regarding PSE&G and the resolution between them and usThe department of PSE&G did call us but only to tell us that they got a complaint from us from the Revdex.com and that we can fill out our complaint in their departmentThe result: NOTHINGThey never got back to us periodWe did file a complaint with the claims department of PSE&GHowever we never got a responseSo we feel that this complaint claim is not overWe did verify that we do have a complaintBut we never verified that our complaint was completly resolvedNor did we get a statement from the Revdex.com regarding their written response to our claim about any facts pertaining to the matterThank you
Regards,
Business
Response:
I will request that the Claims Dept contact [redacted] directly to provide a status as to his claimThe Claims Dept would be responsible for determining if the customer is due restitution because of any negligence on the part of the company on this issue
Business
Response:
Our Claims Dept advised that they contacted [redacted] on 5/and advised that his claim is still under investigation and that it may take some time because this issue took place over the span of 3-months and involves many departments therefore will take some time to investigateThey verified we are in fact looking into this however the investigation is still ongoing and we will advise him of our position and findings once our investigation is completeCustomer Relations contacted [redacted] again today 5/He was not able to speak and asked that I contact his son [redacted] which I did and left a message
Review: I have been inquiring about the deposit I made at a former residence being applied to my current account. totaling close to $500. No one has ever gotten back to Me with an answer for where this money is and why I require such large deposits everywhere I move. I am now extremely backed up in billing and trying to pay my bill current so that I can choose another supplier for my utilities unsuccessfully.
I should include that I am permanently disabled and have life sustaining equipment on my account.Desired Settlement: I would like my account to be credit for all the missing deposit of $485 from the previous residence 2002- 2006 as well as the $500 I was forced to pay at my current residence which will give Me a credit of an estimated $985. I also want the credit hold that is placed on my account lifted so that I can pursue another supplier.
Business
Response:
PSE&G Customer Relations spoke to the customer on 10/21/15. [redacted] was advised that because her current account is delinquent (over $2000 owed) she is not eligible to have the deposit returned to the account. Customers must pay their bill in full, on time, every month for 12 months consecutively before any deposits are returned (with interest). Regarding her request for information on the account she had from 2002-2006, Customer Relations will investigate and determine what information is available to provide about any deposits. Because this is over 10yrs ago, the information available may be limited. The customer understands and will wait for my return call back with any information that we are able to locate.
Consumer
Response:
Review: [redacted]
I am rejecting this response because:I am still awaiting very important information from the company.
Review: Pse&g cut off service with 4 year child in the lease and refuse to cut on services after a payment arrangement was paid within the 24 hr timeDesired Settlement: Turn on service
Business
Response:
Customer Relations contacted the customer on 2/3/16 - the customer indicated she was at work and requested that I call back after 4pm. I again tried to reach the customer at 4:10pm and left a message on her voicemail with my contact information. Review of this account finds that the customer did make a payment on 2/2/16 of $130 and a reconnection order was issued. The service was restored, per our records between 6:20 - 6:30pm that same day (2/3/16). The company has 12hrs by which to complete reconnections for non-payment and the company was within that timeframe. When the call is returned, I will review everything with the customer and answer any additional questions or concerns she may have.
I [redacted] hereby filing a complaint against PSEG NJ. PSEG opened a secondary account under my name without my knowledge or consent back in October of 2015 and sent all the bills to a previous address I used to rent before I bought this property. I only came know first time about this account on 01/06/2016 via an automated phone call from PSEG regarding past due amount of $459 and threat to disconnect my service. I thought it was mistake or worst someone stole my identity. After several calls to PSEG, I spoke with a supervisor name Kathy. She told me that Pseg came out and installed another meter on 10/30/2015 and opened up a landlord account under may name on their own. Then they have been sending all the bills to my old address at [redacted] which I moved out of February of 2012. I had no way to get this bill. Also why would they open a land lord account on their own without notifying me. at least they should have sent a letter or a phone call.
I think it is business malpractice to open up fraudulent accounts on customers name and then harass and threaten them with service termination and collections.
My actual account# 7024969806 has always been paid on time.Desired Settlement: I would like PSEG to resolve this matter as soon as possible by dismissing all the charges and terminating this account. If needed my hallway light bill can be added to my actual primary account since I am the occupant of the property.
Thank you
Business
Response:
Revenue Integrity department received notification that there was an electric (House) meter at the location that was not on our system. They confirmed the meter information and sent it to billing to be entered however no-one notified the customer. We spoke 1/12 and [redacted] told me he moved in 2012 and this was new construction. I explained that clearly the house was wired for a house meter and City code may require that as a multi family home there is a separate meter for the common areas, he is going to check with the City and look into the cost to have the meter removed and common areas attached to his residential meter, I also requested a rate investigation because the charges appear very high. I will follow up with the customer after the rate is reviewed
I own a property at above address and currently I am renting to the tenants, her name is [redacted] She didn’t paid her bill and PSEG disconnected her service. After she paid a bill PSEG reconnected her service but due to some reason her hot water heather wasn’t working after her service came back on, She called PSEG back and someone from PSEG department came back at property and he said this is landlord fault and he have to fix this issue, and he made my tenants called on my cell phone. That’s where this whole thing started as soon as PSEG employed got on phone he said you better fix this hot water heaters or I will issue you multiple summons. “I asked him what is your name he said he will not give me his name” I asked him are you real or just prank call he said he is real and he don’t give a. While call was going on he said I will write you multiple summons and leave it on your hot water heaters with my name on it, which he never did it. My down stair tenants confirmed this guy was from PSEG and he came on PSEG truck. I need to know who this is guy is and why he threating me to fix my own house issues. I own a building he have no right to tell me what to do and when to do it. I called PSEG right after that and they have no idea how to track who went on my property. I will file formal complain about PSEG with my attorney as well. I need some assistance to track this disrespectful employee of the company.Desired Settlement: I need to have executive office call me back!
Business
Response:
Customer Relations spoke to customer on 10/1./15 He indicated he wanted to speak to the appropriate supervisor regarding the technicians actions. I advised I would have the supervisor contact him to further discuss his concerns and we would also investigate what transpired. Our records do confirm that a technician was out on 9/30, the order notes indicate it was due to a gas smell. However, our investigation will confirm all. [redacted] has my contact information. I also have confirmation that the Appliance Repair supervisor has also contacted the customer and reassured we would investigate and the customer also has the supervisor's phone number as well.
Review: In April of 2015, I had the PSEG Company deliver and install a new HVAC system for my home. I explained that the day they were coming I had to be some place by 5:30 p.m. The work was not completed and the men were surprised they had to leave my residence to continue the next day.
The next day workers came to my home and completed the work. Later that week, I had to call as the unit was not working properly. Water was beginning to fill around my basement HVAC unit. A worker responded and said it was blah, blah, blah, and said it was fixed.
There were 5 more calls...two new devices installed to the unit, a new thermostat, something was pumped into the unit from the outside of my home. Each time there was water all over the floor around the unit. For July it worked okay. In August it started acting up. In other words, the thermostat was set at a certain temperature, but the temperature in the room would never quite get there and the unit would run and run and run. Finally, on August 14 I called the repair service. No one answered and I left a message. It was blazing hot. It is still hot. No one contacted me, so Monday morning I y called PSEG Repair. John answered and I told him my problem. He told me someone would be out in the afternoon. I sat all afternoon and no one came. Someone sat outside my house and never came to the door. My basement is now full of water on the HVAC side, and no one is answering there and no one is calling me.Desired Settlement: This is the 7th service call on a unit that was only installed this past April! There is water all over the side of the basement where the unit is currently located. AGAIN! They have replaced the part they claim is broken three times now. I have a new thermostat. I have had something pumped into the outside unit.
Now, I cannot even get someone to come out and fix this while it is blazing hot outside. I want this thing out and replaced on the same day. No more monkey business. I am 64 years old and have an arrhythmia. My boyfriend has a defibrillator implanted. We cannot mess around with sleeping in the extreme heat! Please...they must fix this problem once and for all. I will not pay for something that does not work.
Business
Response:
The customer's air conditioner was repaired on 8/18/15. I called the customer and left a message and they did not return my call. There have been no additional service visits since 8/18/15.
Review: I have a worry free contract with PSE&G for property address [redacted] account # [redacted], with monthly charge around $20. The account was in good standing with automatic payment from my bank setup back in April 2015.
In May, PSEG posted a $439.75 dollar charge on the account without any explanation of what the charge relates to. After that I have spent hours on the phone with PSEG customer service representatives and no one has been able to clearly explain what it really is. They claim it is for a serivce period in the past when they failed to charge me but were very vague on when that period is. Back in 2012, I made an duplicate payment in error of $446 to this account and in effect paid for all monthly charges from 2012 to 2014. I have the bank statement showing those duplicate payments. I suspect they are treating this period as non-payment from me and want to double charge me for it. The inability of PSEG employees to make a reasonable explanation to a charge they posted on customer's bill, and wasting hours of my time, is making the situation very frustrating.Desired Settlement: The full $439.75 dollar charge to be taken out of my account.
Business
Response:
The customer had a previous energy and WF contract account at this address. When the customer took their name off the account and closed the energy part of the account, it remained open with the WF contracts. The customer was billed for the contracts, causing an issue with processing the payments because the energy part of the account was closed. This situation was corrected by closing that account and we opened a new account [redacted] just for the WF contracts. The account was adjusted and the disputed charges were removed from the account.
Review: I moved in upscale condo in [redacted] in June 2015. I called PSE&G and asked them to start a service at my new address [redacted] Meanwhile I was getting bills from PSE&G for my other property at [redacted] Soon I noticed that I don't get my gas bills for my condo ( acc # [redacted] ). I contacted PSE&G several times until I found that they sent my condo's bill to the address in [redacted] where I lived 12 years ago. Of course I NEVER GOT MY BILLS. I still didn't get the bill for my new address because they continue send my bill in nowhere. Moreover, after several conversations with PSE&G reps I found that they set up my upscale condo as COMMERCIAL PROPERTY ( like restaurant ) and apply COMMERCIAL RATES for gas. They even ignore the fact that in my complex any commercial activity is prohibited. They ignore official response from property management:
Commercial use of the units is not allowed at [redacted] as per the by-laws of the Association.
Assistant Property Manager
The [redacted]
Condominium Association
Tel: [redacted]
PSE&G does it on purpose: to overcharge customers and boost revenue and bonuses for their management.
They promised to investigate facts I reported but there is no progress so far. They intentionally mislead customers.Desired Settlement: Refund money they overcharge me for half a year. Compensate me for the trouble and my time I lost to take care about this weird issue. Convert my PSE&G account from COMMERCIAL to RESIDENTIAL as it suppose to be.
Inform all 550 owners of [redacted] that none of them charged COMMERCIAL RATES for gas.
Business
Response:
Company has reviewed the telephone records for this
account. Company confirmed that the
account was established as of May 4, 2015. Review of the recorded telephone conversation confirmed that
the customer first contacted company on 10/23/15 after receiving an automated
call regarding his delinquent account. The CS Representative specifically asked the customer
if he had previously advised the company that he was not receiving his monthly
bills; customer would not answer the question. The CS Representative also confirmed that the payments the customer made
were applied to a second account that he has with the company rather than with
this account. Further review of the account confirms that the bills were
being forwarded in error, to customer’s prior address. Once customer notified the company of this on
10/23/15, the account information was updated and the mailing address reflects
his current address. Copies/Duplicates of
all bills have been forwarded to the customer at his correct address. Additionally an investigation completed on 10/28/15
confirmed that this rate classification for this account should be residential
gas and it too was corrected. The
account has been rebilled using the correct rate. The account balance is a credit $26.57. Company left a voicemail message for this customer today, advising him of the above information and advising him to contact the company if he has any other questions.
Consumer
Response:
Review: [redacted]
I am rejecting this response because:Information that company provided cannot be accepted. They hide a fact that they set up my condo as commercial on purpose. Can you imagine that I live in upscale community where a lot wealthy people live and run coffee shop on the 4th floor? PSE&G rep who started a service a he knew this is upscale wealthy residential community and nobody is allowed to run ANY business there. PSE&G secretly converted account to commercial to get more money from community residents. They knew about it. This is a scam. We will have a meeting in our community to announce about such illegal practice of PSE&G.1. I demand public apology from PSE&G.2. I demand more credit to my account. 3. I turn this case to NJ Attorney General;PSE&G has bad reputation among NJ consumers.
PSE&G did some repairs in form of the address above over the past couple of months. It appears they came at least twice. The first time, which was several months back, they dig up the concrete on the sidewalk, did some repairs and refilled with asphalt. Additionally, they entered my basement and replaced some gas piping and left debris all on the floor in my basement. I did not call and complain about this.
The next time they came to my house, which was a few weeks ago, they removed the asphaly and replaced wite concrete and entered my basement again to change some piping, a regulator and run a new pipe outside of my house. Again, they did not treat my property in the manner a professional should. I would like the following issue resolved concerning their work:
1) There is concrete overspray on my house. They need to clean it and paint / repair the stucco and clean or replace the siding as necessary because of this.
2) They left debris in the basement again. They need to clean up after themselves.
3) The pipe that was run out of the house was not sealed properly.
a. I can see outside from the inside through the hole they cut. This needs to be sealed properly. The stucco on the outside will need to be painted as necessary.
b. Additionally, the basement has been insulated with rigid foam insulation. They ripped out the foam where they drilled the hole for this pipe and never replaced the foam insulation around the new pipe. They just threw it on the ground along with the rest of the debris. The rigid foam needs to properly reinstalled.Desired Settlement: They need to complete the job as noted above or I will need compensation to get a contractor to do this properly ($1500)
Business
Response:
Customer Relations spoke to the customer on 12/10/15 regarding his concerns about the state of his property as a result of the work done by PSE&G. I advised him that his list of concerns were forwarded to management for the division responsible for the work and restoration of the property. The manager assured me that we will address all of the issues immediately. The manager did mention an issue with the concrete overspray and fixing that. Mr. [redacted] provided some additional clarity as to what he was looking for and also indicated there was a brick that was also sticking up near where the concrete had been taken up that he wants fixed as well, because it is a tripping hazard. I told Mr. [redacted] that I would forward that additional information to the manager. I also provided the manager with Mr. [redacted] direct contact information (with his permission). Mr. [redacted] was satisfied with the company's response at this time. He has my direct contact information if anything else comes up.
Review: Recently my power has been shut off. I will be on it I may pay my bill late but I always pay the bill. This time it's an issue because I have a 7 month old son and a wife. We usually pay more than what the bill is. For example if the bill is 200 we will put 300 on the on the bill, and we pay the bill every two weeks, not half but the whole amount in some. We recently found out that we were shut off due to non payment back in July. They wait till October to attach the extra money to the bill, and then shut the power off. I have a big issue with an infant child in the household and then shutting off the power as soon as the weather drops. I find this to be very insensitive and inconsistent on their part. I literally have family members and friends who say they have not paid in months and still have power then after giving them more than $360 every two weeks they still shut off my power.Desired Settlement: By the time this issue gets resolved the bill will be paid handsom. All I want is a credit for the two weeks my family was displaced from the home and some reassurance that something like this will not happen again. I'm not looking for some pretty large settlement all I want is safety and security for my family.
Business
Response:
THE ACCOUNT IS FOR GAS AND ELECTRIC UTILITY SERVICES. THE ELETRIC SERICE WAS INTERRUPED 10/14/15
DUE TO NON-PAYMENT. CUSTOMER’S SERVICE WAS ALSO SHUT OFF FOR NON-PAYMENT IN
7/2015. AT THAT TIME THE SERVICE WAS CUT
AT THE POLE (OUTSIDE THE HOME). IT WAS AGREED THAT COMPANY WOULD ACCEPT $360.00
AND WOULD EXTEND A SIX MONTH DEFERRED PAYMENT AGREEMENT (DPA) TO THE
CUSTOMER. CUSTOMER MADE PAYMENT, THE DPA
WAS ESTABLISHED AND THE SERVICE RESTORED. THE VERY NEXT PAYMENT THE CUSTOMER MADE AFTER THE SERVICE
WAS RESTORED WAS RETURNED BY THE BANK DUE TO INSUFFICIENT FUNDS. THE CHECK IN THE AMOUNT OF $380.00 WAS
RETURNED UNPAID ON 8/20/15. THIS BAD
CHECK NULLIFIED THE DPA THAT WAS ESTABLISHED AND WAS NOT MADE GOOD. SUBSEQUENT TO THAT RETURNED CHECK, THE CUSTOMR NEXT PAID
$380.00 ON 9/21/15 FOLLOWED BY $200.00 ON 10/12/15. COMPANY SPOKE WITH THIS CUSTOMER TODAY. CUSTOMER WAS ADVISED THAT ACCOUNT RECORDS DO
NOT SUPPORT HIS CLAIM THAT HE MAKES PAYMENTS EVERY TWO WEEKS. CUSTOMER WILL OBTAIN BANK TRANSMISSION
RECORDS TO SUPPORT HIS CLAIM AND FAX THOSE RECORDS TO THIS OFFICE FOR FURTHER
INVESTIGATION. THE ACCOUNT BALANCE IS $1399.96. THERE IS ONE DPA WHICH WAS
Review: I opened an account with PSEG. After successfully doing so, paying my first bill I discover several months into service that they want a security deposit. The practice of not disclosing this fact up-font is unethical. If you are going to require such it should be disclosed upfront so that consumers have full knowledge of the terms of the business relationship, and can explore options. Otherwise this is nothing less then extortion. The reasons and rationale for wanting a despot are irrelevant if PSEG is not going to disclose upfront the terms of the business relationship. This is a patently unethical business practice and slaps in the face of a consumer being able to enter into a business contract with all of the facts. I was deprived the option of knowing all of the facts of this business relationship, and was effectively mislead and lied to.Desired Settlement: Remove the security deposit.
Business
Response:
Customer Relations spoke to [redacted] on 5/4/15. He was advised that the representative that took his request for new service call in Dec. 2014 should have notified him that a deposit may be required. Customer Relations told [redacted] that the call would be reviewed and if the representative did in fact fail to mention a possible deposit, that we would waive the deposit in the interest of customer relations. Customer was satisfied with our response and will wait for my call back after the call has been reviewed.
Review: I moved in July of 2015, PSE&G would not come out to read my meter after moving. They imputed an estimated reading based on what they thought it should be, however it was wrong and I gave them the actual readings. I called several times to confirm they had adjusted my bill for the readings and every time I did it was "it will be handled" or its being adjusted by billing, bookkeeping or some other internal department. Thinking that they had resolved the issue internally, I havent heard from PSE&G until I keep getting collection calls from some agency they sent my account to. I call PSE&G to resolve the bill and they tell me too bad its out of their hands.Desired Settlement: I want my bill to be adjusted for the $176 they claim I owe them, however never verified my meter other then the imputed "Estimate" of the gas reading they made. Which would have been way lower since I didnt live in the house for a month prior to moving.
Business
Response:
CUSTOMER INITIALLY FILED A COMPLAINT WITH THE NJ BOARD OF PUBLIC UTILITIES ALLEGING HE CALLED PSE&G TO FINAL HIS ACCOUNT, REQUESTED A FINAL READ AT THAT AND PSE&G DID NOT PROVIDE A FINAL READ. COMPANY CONFIRMED THAT THE CUSTOMER’S MOVE OUT REQUEST WAS COMPLETED ONLINE AND AN ACTUAL FINAL READ WAS NOT REQUESTED. IT IS COMPANY POLICY TO ESTIMATE FINAL READS. THE GAS HAS LONG TERM ESTIMATED READS DUE TO NO ACCESS TO THE METER. BEGINNING WITH 6/25/2014 THE GAS BEGAN TO BE CONSECUTIVELY ESTIMATED AND CONTINUES TO BE ESTIMATED THROUGH THE PRESENT. THE CUSTOMER PROVIDED A READ OF 3199 AND REQUESTED THE ACCOUNT BE REBILLED BASED ON THAT READ. THE CUSTOMER WAS ADVISED THAT THE ACCOUNT WAS ESTIMATED FOR OVER A YEAR AND THAT THE CUSTOMER READ COULD NOT BE ACCEPTED; AN ACTUAL READ WAS NEEDED BY THE COMPANY. A NEW CUSTOMER HAS ESTABLISHED SERVICE AT THE PREMISE AND ACCESS TO THE GAS METER STILL HAS NOT BEEN PROVIDED. CUSTOMER SPOKE WITH A CS REPRESENTATIVE ON 1/26/2016. THE FINAL BILL (6/26/2015 THROUGH 7/6/2015) WAS IN THE AMOUNT OF $57.09. AFTER SPEAKING WITH THE CUSTOMER THE CS REPRESENTATIVE CREDITED THE ACCOUNT FOR THE $57.09 WHICH CANCELLED THAT FINAL BILL. A CHECK WILL BE FORWARDED TO THE CUSTOMER IN THAT AMOUNT. CUSTOMER WAS ALSO DIRECTED TO PAY THE OUTSTANDING BALANCE OF $176.04 WITH THE COLLECTION AGENCY. THE DIFFERENCE BETWEEN THE TOTAL BILL ($176. 04) AND THE CANCELLED BILL ($57.09) IS THE JUNE 2015 BILL BALANCE, $118.95. THE BALANCE IS NO LONGER $176.04, BUT RATHER $118.95. THIS BALANCE WILL NOT BE CANCELLED.
Review: On July 7, 2015 approx 12:30 pm a man named Victor, who works with PSEG collections came to my house and demanded $443.27 or he was shutting my power off. I explained to him several times, we were working with [redacted] an assistance program, because I am unable to work due to my son's health condition. I had also told him, I mailed a check out on 7/3/15 in the amt of $150.00 which was my last bill. He stated it did show in their system, but it was documented on our back acct that the check was received, it was just not processed with PSEG. I also told Victor several times, that I have an Autistic son and he is registered with the state of NJ as disabled and I had proof and paperwork in my house that could show is disability and that he is in fact registered as disabled. He failed to look at any of this information and disregarded any an all information I gave him that could be potentially life threatening. I also have a child with Asthma and uses a home nebulizer. I had asked him several times to please reconsider this, as the temperatures were well in the 90's this day and extreme heat could alter my son's mental status with no way of cooling off and I asked for him to call his supervisor or a higher up to pass this critical health information along and see what we could work out. He again told me no, and he stated unless I gave him a check, he was cutting my power. He proceeded to his car to get his gloves, walked to my meter and shut my power off, as my Autistic son was crying at this point. He had no regard for human life, this is a form of child endangerment and inhumanity, PSEG also forced me to stay in a house that reached over 95 degrees because I was told I had to be in the home in order to have my power restored. My son is also on many medications for his disorder and PSEG totally disregarded ALL of this information and told me it was acceptable to cut my power on this day, even tho the temps were in the 90s and the air quality was poor.Desired Settlement: Billing adjustment, credit, fees waived for pain and suffering. Employee write up and actions taken against the employee, Victor, for child endangerment and illegal shut off of power to a home of a disabled child. please note: PSEG REFUSES to give their last names and some only gave an extension number as their only form of employee ID or how to be recognized. I asked numerous times for Victor's last name and or Employee ID and they refuse to give me this information for whatever reason, I am not sure, If he was in the right, I see no reason, they can not give me this information and it is my right as a consumer to have either the last name of the individual or their employee ID, this is not a first name basis type of company and is inexcusable for them not to correctly identify themselves.
Business
Response:
Called customer on 7/21/15 and left a message on the answering machine. Called customer again on 7/23/15 and left another message on the answering machine. Customer has had a shut off notice on account for over 3 months. unfortunately if the customer does not have any life sustaining equipment in the home, PSE@G can interrupt services to the home. I will further assist customer when she returns my call.
Review: I fell behind in my payments to PSEG after the winter of 2015. I made a good faith effort to catch up on my payments twice in the month of May and once in the month of June. Two days after my last payment, PSEG discontinued my power after myself and my family left for work. Once we discovered this, my wife called and made yet another payment immediately. My wife was told that it may take 24 hours to restore our power because the mechanic would "get to us when he had time". My power was shut off at 8:30 am and power was not restored till 6:00 pm. My five year old daughter was left with a dark home, no ability to cook food for her and a useless refrigerator with spoiled milk and meat. The customer service representatives kept telling my wife that they would not give me an approximate time, that it was "all my doing" because my efforts to pay the bill were not good enough because this was policy, and that I was unable to talk to any person above the customer service supervisor because, "there was NO ONE else to talk to". I was stripped of any choices for further customer service and the representative supervisor proceeded to tell me that I was upset because "I wasn't hearing what I wanted to hear." When my wife asked who made this "policy" of punishing people by making them wait for service after payment, the supervisor answered, "I don't know who made the policy". It was an extremely upsetting experience and it left me and my family frightened and unsure as to when our "punishment" would be over and our power would be restored. I read on the customer bill of rights that I had the right to a 10 day warning for service interruption but the customer service team said that is done on the bill, along with other information. There is NO SEPARATE OR DISTINCT LETTER ABOUT SERVICE INTERRUPTION. Also, the customer service representative told me that it was my own fault because I did not contact PSEG but it is not explained that if you do, your power will NOT be shut off.Desired Settlement: I would like the restoration fee forgiven, a policy that includes separate letter explaining when my service would be interrupted if I didn't contact customer service immediately and I would like to know how many other people were shut off if they were in the same situation as me. (making a good faith effort to pay the bill).
Business
Response:
Review of the account verifies the account has been delinquent since November 2014 with shut off notices on each monthly bill. As of the May 2015 billing, the balance was $1893.82. The notice on that bill stated $962.58 was due immediately with an additional $573.51 due by June 2nd. A $250.00 payment was posted to the account on June 5th; the service was interrupted on June 8th. [redacted] subsequently agreed to pay $500.00 and establish a Deferred Payment Agreement so that the service could be restored. When service is interrupted due to non-payment, once the required payment is received a reconnect order is issued. PSE&G has up to twelve hours to restore the service; this is the permitted time period. In this payment was made at 1:05 p.m. and the service restored at 5:39 p.m. which is well within the twelve hour time period. Customer Service Representatives are not required to provide a full name (first and last) when interacting with customers. Additionally it is company policy that permission be obtained from the actual account holder before discussing the account with anyone else. When Mrs. T[redacted] asked [redacted] if she could speak with someone else, [redacted] responded by advising her that what she shared was company policy and no one else will give her any different information. Business decisions are made by process leadership to establish policy that will ensure smooth and effective operations benefitting both the customer and the company. This customer's letter has been shared with Call Center and Collections Supervisors for their review and action, if warranted.
Consumer
Response:
Review: [redacted]
I am rejecting this response because:I acknowledged that my account was overdue...I resent PSEG's use of the word "delinquent". I stated in my original letter that I was making a "good faith" effort to catch up on my bill. PSEG fails to acknowledge that between 11/6/2014-6/5/2015 I made 10 payments which ranged from $250.00 to $700.00!
I acknowledge that the bill included a statement that said that my service could be interrupted, however, it did not stand out as a separate letter would have. Regardless, a separate letter may have prompted me to call however, I WAS making as many payments as I could afford.The direct payment on 6/8/2015 for $500.00 was made at 1:05pm, because that is when we became aware of the agressive action from PSEG. How would I know my power was shut off Monday morning if the action was done AFTER we left for work? Had my daughter not come home for lunch that day, we would not have known until Monday evening. I would have been without power until Tuesday. Therefore' the "12 hour window" to restore service to families is punitive and cruel. PSEG reiterates their policy that their customer service people do not have to give last names, and will not speak to anyone about my account without permission. However PSEG fails to acknowledge the specific way in which "[redacted]" further upset my wife by her crass statements (ie;"you aren't hearing what you want to hear"). And if it is your policy that no one can discuss my account with my wife why was the "collection department" more than willing to discuss my account with my wife in order to get payment?
Review: I am respectfully requesting that the Board take a close look into my situation with the Public Service Enterprise Group (PSE&G). The Company has been charging me excessively for years. At one point when I call them, they told me that they thought I had a business in my home. I requested that the sent an inspector to come in and see. The person they sent told that I was providing electricity and heat for the apartment above and the basement. A technician came a few days later and to me that the wire from the meters were intertwined. During that time I also made over $3,000 in payment, because the company had cut my heat and electricity until I had such payments. For years I have been paying a monthly average of at least three to four hundred a month. I need help with this.Desired Settlement: I would like them to fix this issue, and stop asking me to make excessive payment. They payments exceed they service I get from them nor am I able to pay them.
Business
Response:
There is a history at this location of damaged PSE&G equipment and safety concerns. Customer was previously advised that there is no record of any diversion of service orcrossed meters. Customer also filed a high bill complaint via the NJ Board of Public Utilities. With that inquiry, he was seeking payment arrangements on the balance of the account. Company extended a seven month deferred payment arrangement to the customer whereby he would pay the current bill plus an additional $170 per month. Payments were to begin 7/13/15; not kept. Customer will be contacted by a PSE&G investigator to confirm customer is being billed for the correct meters and to verify what his meters supply. Customer Relations reached out to customer. He was driving and could not speak but said he would return the call.
Review: This is somewhat of a Billing and customer service issue. I'm used to my bills being between $100-$200. I opened my bill and it said I owed $1000 ! When I called and asked for an explanation as to why my bill went from $150 to $1000 they told me that they had not be able to reach my meter since last OCTOBER so that the bills I was getting were only estimates. 10 months without an actual meter reading and then they decide to slap me with $1000 bill once they were able to reach the basement that I don't even have access to in my apartment building. I never received a call or notification that they were unable to read the meter. Had I been given notification somewhere between the 10 months I could have made arrangements to have the basement open when they came to read the meter. PSE&G takes no responsibility to reach out to the landlord or super to get keys to the buildings. I think this is partly their responsibility to be able to reach the meter they need to read in order to do their job with is to bill me based on what the meter says. Not an estimate that I have no clue where it came from. I feel like this is irresponsible on their part and this is absolutely a horrible way to conduct business to the people they service. After calling and speaking with a supervisor I was pretty much told that is was not their problem.Desired Settlement: I wish for my bill to be adjusted and for PSE&G to change the policy in which gaining access to the meter in apartment buildings is done. They need to reach out to the building landlord or super to ensure they can read the meters or notify customers when they are unable to within 3 months. Not wait 10 months and hit people with huge bills that force customers to go on payment plans while they provide horrible service.
Business
Response:
This customer is supplied gas and electric services by PSE&G. Due to no access to the meters, customer’s account was estimated from 11/16/2014 through 7/8/2015. Actual reads were obtained 8/6/2015 and customer was billed $399.97 for gas and $520.29 for electric services not billed for during the estimated time period. As a regulated utility, PSE&G is required to provide specific information to its customers so that they can make informed decisions about their usage on a monthly basis. Each monthly invoice advises the customer if the meters were read or estimated for the current month and it also provides that information for the prior month. Company spoke with the customer today and reviewed the above information with [redacted]. Customer will speak with their landlord to try to make arrangements for monthly access to the meters. Customer advised company that he will speak with the landlord first and then they will call company to make payment arrangements on the account balance. No adjustment needed on the balance.
Consumer
Response:
Review: [redacted]
I am rejecting this response because: I spoke with my landlord and they advised me that PSE&G's employees do not regularly try to come read the meters or make any attempt to obtain access to the buildings to read the meters.
Regards,
Business
Response:
As explained to the customer if the landlord does not provide access to the meters, the company must estimate the usage. The customers meter was read on October 6, 2015; the customers usage is billed correctly as of this date.
Review: On September 30, 2015, I received a notification in the mail from the Revenue Integrity Department of PSE&G. Apparently, the week prior that took a reading of my meter and identified that it was read incorrectly and proceeded to issue me a collection notice for $944.33. Please note that I have paid ALL OF MY BILLS ON TIME to this company and had a $0.00 balance at the time of this notice. Therefore, it is concerning that I would receive this notice in the mail.
The two main issues that I have regarding this matter are:
1- The statement outlines two (2) charges: Revenue Integrity Charges ($730.22) and RID Administrative Charges ($214.11). There is no additional details as to how these figures were defined (i.e. rate charges and usage).
2- In speaking with a supervisor of the customer service department on September 12 (Mr. Lopes) regarding another matter, he acknowledged that the meter was not read and suggested that a new meter be placed. I did not authorize for a new meter (gas) to be placed on the property because I was having issues with the other currently installed meter (electric). Therefore, my inquiry is exactly what meter was read to conclude these charges.
Numerous times I have retched out to the company regarding entry into the property. I have provided their employees with THREE separate distribution of keys to the dwelling, as well as, given them the access code twice. I've initiated conversation regarding resolving the matter by the continuously providing them with access and they failed to execute. Just recently, I've had this conversation with customer service representatives on numerous occasions to date, including on August 19 and 20, September 7 and 12 and received an unannounced visit to the residence on September 22 when they also interrupted my alarm service.Desired Settlement: I would like to speak with Mr. W[redacted] I have left three voicemails for him to call me and two emails, per his voicemnail request. I have yet to hear from him and I informed him that I would be contacting your organization due to the lack of communication. I tried to acquire another contact through customer service but the only contact available is listed above.
I would like to receive a breakdown and history report for the stated charges and due to their error be credited.
Business
Response:
PSE&G’s Revenue Integrity Department’s investigation confirmed that the outside electric meter of record was found wi3th no seals securing the meter and no rotation of the meter disc. When the enclosure cover was removed, the meter glass cover seal had also been removed. The voltage and connections were checked and were all fine. A new electric meter was installed and secured with a barrel lock. Forward cursor movement was confirmed. The test shop confirmed the meter had been tampered with internally - the lower bearing screw was burred and lowered. Based on the inconsistent erratic meterreadings, it appears the meter bearing screw was tampered with periodically. The customer now disputes consumption since the meter was changed. This is because the current meter is recording consistent consumption whereas the prior meter, which had been tampered with, was not. Company spoke with this customer again today. The customer was advised that the gas meter has been estimated and company needs access to change the gas meter and obtain an actual read. The customer refuses to provide access because according to her, she has provided multiple keys to the company so that the meter can be read on the scheduled monthly meter reading date. Customer was advised we will have the District Meter Reading Supervisor follow up with her regarding the issue of the keys.
Consumer
Response:
Review: [redacted]
I am rejecting this response because the statement is inaccurate. See attachment.
Regards,
Business
Response:
Thiscustomer did tell Ms. A[redacted] that she provided a key to the company on three different occasions. Ms. A[redacted] advised her that she would bring the District Meter Reading Supervisor in on the case since he/she is responsible for the meter readers and the keys. As previously stated, when company previously spoke with this customer she was advised that we needed access to the gas meter. There have been several attempts by company to schedule a meter reading appointment so that the gas meter can be read and so that we can install an electronic whereby the meter can be read from outside. As of this time there are twelve consecutive estimated reads. At no time was this customer threatened. When she refused to schedule an appointment with this office she was advised that 1) PSE&G has a right to access its equipment; 2) if access is denied, PSE&G has the right to turn the service(s) off from outside until access is given. Once this information was shared with the customer she did blurt out access can be given around 7 p.m. or 8 p.m. or on the weekends. PSE&G Meter Readers do notwork at night, nor are they regularly scheduled for weekends. The gas is being estimated and it is no known at this time if the estimates are too high or too low. This can potentially be another dispute if the estimates are too low and the customer ends up with a high bill when the actual read is obtained. Company needs access right away to obtain an actual read. Please note that company gave customer notice, via Miss A[redacted], that access to the gas meter is requested. And it should also be noted that the customer refused saying she didn’t want to discuss the gas. At no time did Ms. A[redacted] tell this customer that she “did not work with billing but the meter department” because that is not true. Ms. A[redacted] does not work for either one of those departments and therefore the customer’s claim is inaccurate. What Ms. A[redacted] did tell the customer was that she would have Mr. W[redacted] from Revenue Integrity call her directly. This is in addition to the District Supervisor following up with her. This is a case of meter tampering/theft of service. The meter was tampered with and was not recording this customer’s consumption. This is being handled by Revenue Integrity Department. That representative will follow up with this customer again.
Review: We have taken worry free service from PSEG for few appliances. Each year we pay 400+ dollars for this contract. In Nov/Dec 2013, our water heater had issues and PSEG technician told us that he can not fix it and we need to replace it. WE spent 1000+ dollars to buy the new one. Now our dishwasher had some problem. The first technician came and he ordered some parts to fix the problem. After 1-2 weeks, 2 other technicians came with parts and told that they can not fix this. I need to buy a new one. If you guys don't know how to repair the appliance then please don't sell the service. Before selling the service, check each appliance to see if you have qualified technicians.
One frustrated customer,
[redacted]Desired Settlement: I want someone to come and repair the dishwasher.
Business
Response:
This PSE&G customer has Worryfree coverage for their dishwasher. Customer contacted PSE&G because the door to dishwasher was not functioning properly (the release springs not operational causing the door to slam down when opened). PSE&G technicians responded to service visit and determined we could not repair the dishwasher to full functionality and advised the customer they would need to buy a new one for the following reasons:1. Due to broken cables & springs on the dishwasher door, it was slamming down and had caused the frame to become bent. Even if the cables and springs were replaced, they would not last because of the bent frame (the springs/cables would rub against the frame and they would break again)2. Due to calcium build up inside the dishwasher the sensors in the dishwasher will not function properly3. An inner door piece would need to be ordered (and is NOT covered under the Worryfree), so there would be charges for labor and parts for the piece. And even with the piece in place, the otherissues listed would already cause the dishwasher to be inoperable.An Appliance Service supervisor contacted the customer on 8/12/15 and explained everything again to the customer.Based on these reasons, PSE&G will not repair the dishwasher. The customer’s wife was explained this in detail when the technicians were there. It also states clearly in the terms and conditions for the contract that if PSE&G determines the repair is not reasonably practical based on age/condition of the appliance, we reserve the right not to repair the equipment. In this case, since we will not repair the appliance, the customer’s contract (for dishwasher coverage) will be canceled and we will refund Worryfree payments made for up to 12 months. This amount comes to $150. An Appliance Service Supervisor contacted the customer on 8/12 and explained all again.
Review: I am being overbilled. Possibly another apartment in the building linked to my service. Called customer service several times, they re-estimated my electric usage; however the usage is still too high to be correct. Am out of the house over 9 hours daily, only refrigerator is on, all other devices unplugged but PSE&G claims I've used 38701 KW read from meter # [redacted]I have received a bill for 484.55 for just one month's service for a single person in a one bedroom apartment not using air-conditioning or heat. I went to the [redacted] PSE&G office at 11:00 today and requested a line investigation, but the customer service agent refused to assist in any manner stating my bill is correct. Can you please assist me in the matter?Desired Settlement: I want to be billed correctly for the electricity I have used.Not this entirely inflated amount.
Business
Response:
Company spoke with this customer 5/12/15 follow3ing receipt of a BPU Inquiry. The account was established 3/21/15 using an estimate. Actual reads obtained 1/31/15 and 3/26/15. Customer disputes the $484.55 bill for the period of 3/21/15 - 4/28/15. Customer was advised on 5/12/15 that company will rebill the account using the 3/26/15 actual read as the start index; billing period will be 3/26/15 - 4/28/15. Customer was also advised to wait until the account is rebilled to determine if an investigation is warranted. Partially satisfied.
Consumer
Response:
Review: [redacted]
I am rejecting this response because: I do not have yet a resolution.
Review: I have not receive an actual reading for 4 month and I called more than 10 times to request someone to come get the actual reading but incited I get a very high bill from the company and I call to correct it but I get the issue the following month and I still don't see no one getting an actual reading
bills start to build up and I cant get no one to fix it or answer my complainDesired Settlement: correct the reading and adjust my bill with actual amount
Business
Response:
CUSTOMER RECEIVES GAS AND ELECTRIC SERVICES. THE LAST ESTIMATED GAS READ WAS 3/27/2015; THE LAST ESTIMATED ELECTRIC READ WAS 7/28/2015. THIS ACCOUNT IS BEING BILLING BASED ON ACTUAL READS. COMPANY SPOKE WITH THE CUSTOMER TODAY AND CONFIRMED THE ABOVE. CUSTOMER UNDERSTANDS AND IS SATISFIED.
Review: Job #[redacted] PSE&G Gas line hookup
At some unspecified time, PSE&G cut the natural gas line from the street at [redacted]They were regular PSE&G workers and did not inform me or let me know of a gas shut off from the streetMy bills were paid on timeThose that shut it off should be held accountableI frequented the building at least times a week on average it clearly was not abandoned or condemnedAlthough I did not use the heat I did use the electricity and water as can be seen as I have the bills to prove it as I did not have an everyday tenantNow after getting a tenant in in January, when I called PSE&G, they informed me that I needed to fill out an applicationIt has been months and the gas has not been turned onMy business tenant was not able to operate because of the extreme freezing temperatures of January and February and until nowAt some point they told me they need to hire a hazmat team because the area is a contamination zoneThey told me that last week at the end of the week they would send a hazmat team to reconnent the gasThis they did not do! I have the email to prove thisAfter an unauthorized gas shut off we have not been able to have heat ever sinceI seek immediate relief and priority to have the gas turned on and reconnectedBecause of them I had to spend $for the gas pressure test and permit fees from the town as a prerequisite for them to reconnect the gas on but still to no availWe need immediate relief, my tenant has been without heat and cannot function, and there is no reason that after months they have not turned on the gasFor our records we want the date when it was turned off as they won't tell usWe want those to be held accountableMost importantly we need PSE&G to turn the gas from the streetThey were spotted shutting the gas off from the street with plain clothes and no hazmat safety apparel and their truck read PSE&GPlease investigate the matter and urge that they quickly use their extensive rich resources to reconnect the gas from the streetThank you.Desired Settlement: We would like our gas to be connected as soon as possibleAnd for those that are responsible for the inappropriate action of initially shutting off the gas to be reprimanded in some way, either fired or demoted from that positionSince they disconnected the gas, they made us hire a plumber and test the pressure for the pipe which cost us $We demand a reimbursement for this
Business
Response:
Customer Relations attempted to reach the customer on 04/02/and left a message at 12:05pmReview of the situation indicates that the meter was scheduled to be installed yesterday 4/1/Will confirm all with customer when the call is returned and address any other questions or concerns he has at that time
Consumer
Response:
Review: [redacted]
I am rejecting this response because:
Part of the Complaint has been resolved in part that the power has been turned on by the electric companyHowever not the part where they owe us compensation because of their inaction and delaysWe did get a response from the Revdex.com, but not regarding PSE&G and the resolution between them and usThe department of PSE&G did call us but only to tell us that they got a complaint from us from the Revdex.com and that we can fill out our complaint in their departmentThe result: NOTHINGThey never got back to us periodWe did file a complaint with the claims department of PSE&GHowever we never got a responseSo we feel that this complaint claim is not overWe did verify that we do have a complaintBut we never verified that our complaint was completly resolvedNor did we get a statement from the Revdex.com regarding their written response to our claim about any facts pertaining to the matterThank you
Regards,
Business
Response:
I will request that the Claims Dept contact [redacted] directly to provide a status as to his claimThe Claims Dept would be responsible for determining if the customer is due restitution because of any negligence on the part of the company on this issue
Business
Response:
Our Claims Dept advised that they contacted [redacted] on 5/and advised that his claim is still under investigation and that it may take some time because this issue took place over the span of 3-months and involves many departments therefore will take some time to investigateThey verified we are in fact looking into this however the investigation is still ongoing and we will advise him of our position and findings once our investigation is completeCustomer Relations contacted [redacted] again today 5/He was not able to speak and asked that I contact his son [redacted] which I did and left a message
Review: I have been inquiring about the deposit I made at a former residence being applied to my current account. totaling close to $500. No one has ever gotten back to Me with an answer for where this money is and why I require such large deposits everywhere I move. I am now extremely backed up in billing and trying to pay my bill current so that I can choose another supplier for my utilities unsuccessfully.
I should include that I am permanently disabled and have life sustaining equipment on my account.Desired Settlement: I would like my account to be credit for all the missing deposit of $485 from the previous residence 2002- 2006 as well as the $500 I was forced to pay at my current residence which will give Me a credit of an estimated $985. I also want the credit hold that is placed on my account lifted so that I can pursue another supplier.
Business
Response:
PSE&G Customer Relations spoke to the customer on 10/21/15. [redacted] was advised that because her current account is delinquent (over $2000 owed) she is not eligible to have the deposit returned to the account. Customers must pay their bill in full, on time, every month for 12 months consecutively before any deposits are returned (with interest). Regarding her request for information on the account she had from 2002-2006, Customer Relations will investigate and determine what information is available to provide about any deposits. Because this is over 10yrs ago, the information available may be limited. The customer understands and will wait for my return call back with any information that we are able to locate.
Consumer
Response:
Review: [redacted]
I am rejecting this response because:I am still awaiting very important information from the company.
Regards,
Review: Pse&g cut off service with 4 year child in the lease and refuse to cut on services after a payment arrangement was paid within the 24 hr timeDesired Settlement: Turn on service
Business
Response:
Customer Relations contacted the customer on 2/3/16 - the customer indicated she was at work and requested that I call back after 4pm. I again tried to reach the customer at 4:10pm and left a message on her voicemail with my contact information. Review of this account finds that the customer did make a payment on 2/2/16 of $130 and a reconnection order was issued. The service was restored, per our records between 6:20 - 6:30pm that same day (2/3/16). The company has 12hrs by which to complete reconnections for non-payment and the company was within that timeframe. When the call is returned, I will review everything with the customer and answer any additional questions or concerns she may have.
Review: To whom it may concern,
Re: Account # [redacted]
I [redacted] hereby filing a complaint against PSEG NJ. PSEG opened a secondary account under my name without my knowledge or consent back in October of 2015 and sent all the bills to a previous address I used to rent before I bought this property. I only came know first time about this account on 01/06/2016 via an automated phone call from PSEG regarding past due amount of $459 and threat to disconnect my service. I thought it was mistake or worst someone stole my identity. After several calls to PSEG, I spoke with a supervisor name Kathy. She told me that Pseg came out and installed another meter on 10/30/2015 and opened up a landlord account under may name on their own. Then they have been sending all the bills to my old address at [redacted] which I moved out of February of 2012. I had no way to get this bill. Also why would they open a land lord account on their own without notifying me. at least they should have sent a letter or a phone call.
I think it is business malpractice to open up fraudulent accounts on customers name and then harass and threaten them with service termination and collections.
My actual account# 7024969806 has always been paid on time.Desired Settlement: I would like PSEG to resolve this matter as soon as possible by dismissing all the charges and terminating this account. If needed my hallway light bill can be added to my actual primary account since I am the occupant of the property.
Thank you
Business
Response:
Revenue Integrity department received notification that there was an electric (House) meter at the location that was not on our system. They confirmed the meter information and sent it to billing to be entered however no-one notified the customer. We spoke 1/12 and [redacted] told me he moved in 2012 and this was new construction. I explained that clearly the house was wired for a house meter and City code may require that as a multi family home there is a separate meter for the common areas, he is going to check with the City and look into the cost to have the meter removed and common areas attached to his residential meter, I also requested a rate investigation because the charges appear very high. I will follow up with the customer after the rate is reviewed
Review: TO WHOM IT MAY CONCERN:
RE: [redacted]
I own a property at above address and currently I am renting to the tenants, her name is [redacted] She didn’t paid her bill and PSEG disconnected her service. After she paid a bill PSEG reconnected her service but due to some reason her hot water heather wasn’t working after her service came back on, She called PSEG back and someone from PSEG department came back at property and he said this is landlord fault and he have to fix this issue, and he made my tenants called on my cell phone. That’s where this whole thing started as soon as PSEG employed got on phone he said you better fix this hot water heaters or I will issue you multiple summons. “I asked him what is your name he said he will not give me his name” I asked him are you real or just prank call he said he is real and he don’t give a. While call was going on he said I will write you multiple summons and leave it on your hot water heaters with my name on it, which he never did it. My down stair tenants confirmed this guy was from PSEG and he came on PSEG truck. I need to know who this is guy is and why he threating me to fix my own house issues. I own a building he have no right to tell me what to do and when to do it. I called PSEG right after that and they have no idea how to track who went on my property. I will file formal complain about PSEG with my attorney as well. I need some assistance to track this disrespectful employee of the company.Desired Settlement: I need to have executive office call me back!
Business
Response:
Customer Relations spoke to customer on 10/1./15 He indicated he wanted to speak to the appropriate supervisor regarding the technicians actions. I advised I would have the supervisor contact him to further discuss his concerns and we would also investigate what transpired. Our records do confirm that a technician was out on 9/30, the order notes indicate it was due to a gas smell. However, our investigation will confirm all. [redacted] has my contact information. I also have confirmation that the Appliance Repair supervisor has also contacted the customer and reassured we would investigate and the customer also has the supervisor's phone number as well.
Review: In April of 2015, I had the PSEG Company deliver and install a new HVAC system for my home. I explained that the day they were coming I had to be some place by 5:30 p.m. The work was not completed and the men were surprised they had to leave my residence to continue the next day.
The next day workers came to my home and completed the work. Later that week, I had to call as the unit was not working properly. Water was beginning to fill around my basement HVAC unit. A worker responded and said it was blah, blah, blah, and said it was fixed.
There were 5 more calls...two new devices installed to the unit, a new thermostat, something was pumped into the unit from the outside of my home. Each time there was water all over the floor around the unit. For July it worked okay. In August it started acting up. In other words, the thermostat was set at a certain temperature, but the temperature in the room would never quite get there and the unit would run and run and run. Finally, on August 14 I called the repair service. No one answered and I left a message. It was blazing hot. It is still hot. No one contacted me, so Monday morning I y called PSEG Repair. John answered and I told him my problem. He told me someone would be out in the afternoon. I sat all afternoon and no one came. Someone sat outside my house and never came to the door. My basement is now full of water on the HVAC side, and no one is answering there and no one is calling me.Desired Settlement: This is the 7th service call on a unit that was only installed this past April! There is water all over the side of the basement where the unit is currently located. AGAIN! They have replaced the part they claim is broken three times now. I have a new thermostat. I have had something pumped into the outside unit.
Now, I cannot even get someone to come out and fix this while it is blazing hot outside. I want this thing out and replaced on the same day. No more monkey business. I am 64 years old and have an arrhythmia. My boyfriend has a defibrillator implanted. We cannot mess around with sleeping in the extreme heat! Please...they must fix this problem once and for all. I will not pay for something that does not work.
Business
Response:
The customer's air conditioner was repaired on 8/18/15. I called the customer and left a message and they did not return my call. There have been no additional service visits since 8/18/15.
Review: I have a worry free contract with PSE&G for property address [redacted] account # [redacted], with monthly charge around $20. The account was in good standing with automatic payment from my bank setup back in April 2015.
In May, PSEG posted a $439.75 dollar charge on the account without any explanation of what the charge relates to. After that I have spent hours on the phone with PSEG customer service representatives and no one has been able to clearly explain what it really is. They claim it is for a serivce period in the past when they failed to charge me but were very vague on when that period is. Back in 2012, I made an duplicate payment in error of $446 to this account and in effect paid for all monthly charges from 2012 to 2014. I have the bank statement showing those duplicate payments. I suspect they are treating this period as non-payment from me and want to double charge me for it. The inability of PSEG employees to make a reasonable explanation to a charge they posted on customer's bill, and wasting hours of my time, is making the situation very frustrating.Desired Settlement: The full $439.75 dollar charge to be taken out of my account.
Business
Response:
The customer had a previous energy and WF contract account at this address. When the customer took their name off the account and closed the energy part of the account, it remained open with the WF contracts. The customer was billed for the contracts, causing an issue with processing the payments because the energy part of the account was closed. This situation was corrected by closing that account and we opened a new account [redacted] just for the WF contracts. The account was adjusted and the disputed charges were removed from the account.
Review: I moved in upscale condo in [redacted] in June 2015. I called PSE&G and asked them to start a service at my new address [redacted] Meanwhile I was getting bills from PSE&G for my other property at [redacted] Soon I noticed that I don't get my gas bills for my condo ( acc # [redacted] ). I contacted PSE&G several times until I found that they sent my condo's bill to the address in [redacted] where I lived 12 years ago. Of course I NEVER GOT MY BILLS. I still didn't get the bill for my new address because they continue send my bill in nowhere. Moreover, after several conversations with PSE&G reps I found that they set up my upscale condo as COMMERCIAL PROPERTY ( like restaurant ) and apply COMMERCIAL RATES for gas. They even ignore the fact that in my complex any commercial activity is prohibited. They ignore official response from property management:
Commercial use of the units is not allowed at [redacted] as per the by-laws of the Association.
Assistant Property Manager
The [redacted]
Condominium Association
Tel: [redacted]
PSE&G does it on purpose: to overcharge customers and boost revenue and bonuses for their management.
They promised to investigate facts I reported but there is no progress so far. They intentionally mislead customers.Desired Settlement: Refund money they overcharge me for half a year. Compensate me for the trouble and my time I lost to take care about this weird issue. Convert my PSE&G account from COMMERCIAL to RESIDENTIAL as it suppose to be.
Inform all 550 owners of [redacted] that none of them charged COMMERCIAL RATES for gas.
Business
Response:
Company has reviewed the telephone records for this
account. Company confirmed that the
account was established as of May 4, 2015. Review of the recorded telephone conversation confirmed that
the customer first contacted company on 10/23/15 after receiving an automated
call regarding his delinquent account. The CS Representative specifically asked the customer
if he had previously advised the company that he was not receiving his monthly
bills; customer would not answer the question. The CS Representative also confirmed that the payments the customer made
were applied to a second account that he has with the company rather than with
this account. Further review of the account confirms that the bills were
being forwarded in error, to customer’s prior address. Once customer notified the company of this on
10/23/15, the account information was updated and the mailing address reflects
his current address. Copies/Duplicates of
all bills have been forwarded to the customer at his correct address. Additionally an investigation completed on 10/28/15
confirmed that this rate classification for this account should be residential
gas and it too was corrected. The
account has been rebilled using the correct rate. The account balance is a credit $26.57. Company left a voicemail message for this customer today, advising him of the above information and advising him to contact the company if he has any other questions.
Consumer
Response:
Review: [redacted]
I am rejecting this response because:Information that company provided cannot be accepted. They hide a fact that they set up my condo as commercial on purpose. Can you imagine that I live in upscale community where a lot wealthy people live and run coffee shop on the 4th floor? PSE&G rep who started a service a he knew this is upscale wealthy residential community and nobody is allowed to run ANY business there. PSE&G secretly converted account to commercial to get more money from community residents. They knew about it. This is a scam. We will have a meeting in our community to announce about such illegal practice of PSE&G.1. I demand public apology from PSE&G.2. I demand more credit to my account. 3. I turn this case to NJ Attorney General;PSE&G has bad reputation among NJ consumers.
Regards,
Review: [redacted], MD
###-###-####
Account Number [redacted]
Service Address:
[redacted] Hamilton. NJ 08609
PSE&G did some repairs in form of the address above over the past couple of months. It appears they came at least twice. The first time, which was several months back, they dig up the concrete on the sidewalk, did some repairs and refilled with asphalt. Additionally, they entered my basement and replaced some gas piping and left debris all on the floor in my basement. I did not call and complain about this.
The next time they came to my house, which was a few weeks ago, they removed the asphaly and replaced wite concrete and entered my basement again to change some piping, a regulator and run a new pipe outside of my house. Again, they did not treat my property in the manner a professional should. I would like the following issue resolved concerning their work:
1) There is concrete overspray on my house. They need to clean it and paint / repair the stucco and clean or replace the siding as necessary because of this.
2) They left debris in the basement again. They need to clean up after themselves.
3) The pipe that was run out of the house was not sealed properly.
a. I can see outside from the inside through the hole they cut. This needs to be sealed properly. The stucco on the outside will need to be painted as necessary.
b. Additionally, the basement has been insulated with rigid foam insulation. They ripped out the foam where they drilled the hole for this pipe and never replaced the foam insulation around the new pipe. They just threw it on the ground along with the rest of the debris. The rigid foam needs to properly reinstalled.Desired Settlement: They need to complete the job as noted above or I will need compensation to get a contractor to do this properly ($1500)
Business
Response:
Customer Relations spoke to the customer on 12/10/15 regarding his concerns about the state of his property as a result of the work done by PSE&G. I advised him that his list of concerns were forwarded to management for the division responsible for the work and restoration of the property. The manager assured me that we will address all of the issues immediately. The manager did mention an issue with the concrete overspray and fixing that. Mr. [redacted] provided some additional clarity as to what he was looking for and also indicated there was a brick that was also sticking up near where the concrete had been taken up that he wants fixed as well, because it is a tripping hazard. I told Mr. [redacted] that I would forward that additional information to the manager. I also provided the manager with Mr. [redacted] direct contact information (with his permission). Mr. [redacted] was satisfied with the company's response at this time. He has my direct contact information if anything else comes up.
Review: Recently my power has been shut off. I will be on it I may pay my bill late but I always pay the bill. This time it's an issue because I have a 7 month old son and a wife. We usually pay more than what the bill is. For example if the bill is 200 we will put 300 on the on the bill, and we pay the bill every two weeks, not half but the whole amount in some. We recently found out that we were shut off due to non payment back in July. They wait till October to attach the extra money to the bill, and then shut the power off. I have a big issue with an infant child in the household and then shutting off the power as soon as the weather drops. I find this to be very insensitive and inconsistent on their part. I literally have family members and friends who say they have not paid in months and still have power then after giving them more than $360 every two weeks they still shut off my power.Desired Settlement: By the time this issue gets resolved the bill will be paid handsom. All I want is a credit for the two weeks my family was displaced from the home and some reassurance that something like this will not happen again. I'm not looking for some pretty large settlement all I want is safety and security for my family.
Business
Response:
THE ACCOUNT IS FOR GAS AND ELECTRIC UTILITY SERVICES. THE ELETRIC SERICE WAS INTERRUPED 10/14/15
DUE TO NON-PAYMENT. CUSTOMER’S SERVICE WAS ALSO SHUT OFF FOR NON-PAYMENT IN
7/2015. AT THAT TIME THE SERVICE WAS CUT
AT THE POLE (OUTSIDE THE HOME). IT WAS AGREED THAT COMPANY WOULD ACCEPT $360.00
AND WOULD EXTEND A SIX MONTH DEFERRED PAYMENT AGREEMENT (DPA) TO THE
CUSTOMER. CUSTOMER MADE PAYMENT, THE DPA
WAS ESTABLISHED AND THE SERVICE RESTORED. THE VERY NEXT PAYMENT THE CUSTOMER MADE AFTER THE SERVICE
WAS RESTORED WAS RETURNED BY THE BANK DUE TO INSUFFICIENT FUNDS. THE CHECK IN THE AMOUNT OF $380.00 WAS
RETURNED UNPAID ON 8/20/15. THIS BAD
CHECK NULLIFIED THE DPA THAT WAS ESTABLISHED AND WAS NOT MADE GOOD. SUBSEQUENT TO THAT RETURNED CHECK, THE CUSTOMR NEXT PAID
$380.00 ON 9/21/15 FOLLOWED BY $200.00 ON 10/12/15. COMPANY SPOKE WITH THIS CUSTOMER TODAY. CUSTOMER WAS ADVISED THAT ACCOUNT RECORDS DO
NOT SUPPORT HIS CLAIM THAT HE MAKES PAYMENTS EVERY TWO WEEKS. CUSTOMER WILL OBTAIN BANK TRANSMISSION
RECORDS TO SUPPORT HIS CLAIM AND FAX THOSE RECORDS TO THIS OFFICE FOR FURTHER
INVESTIGATION. THE ACCOUNT BALANCE IS $1399.96. THERE IS ONE DPA WHICH WAS
NOT KEPT. COMPANY REQUESTS $1100.00.00
AND DPA ON THE REMAINING BALANCE.
Review: I opened an account with PSEG. After successfully doing so, paying my first bill I discover several months into service that they want a security deposit. The practice of not disclosing this fact up-font is unethical. If you are going to require such it should be disclosed upfront so that consumers have full knowledge of the terms of the business relationship, and can explore options. Otherwise this is nothing less then extortion. The reasons and rationale for wanting a despot are irrelevant if PSEG is not going to disclose upfront the terms of the business relationship. This is a patently unethical business practice and slaps in the face of a consumer being able to enter into a business contract with all of the facts. I was deprived the option of knowing all of the facts of this business relationship, and was effectively mislead and lied to.Desired Settlement: Remove the security deposit.
Business
Response:
Customer Relations spoke to [redacted] on 5/4/15. He was advised that the representative that took his request for new service call in Dec. 2014 should have notified him that a deposit may be required. Customer Relations told [redacted] that the call would be reviewed and if the representative did in fact fail to mention a possible deposit, that we would waive the deposit in the interest of customer relations. Customer was satisfied with our response and will wait for my call back after the call has been reviewed.
Review: I moved in July of 2015, PSE&G would not come out to read my meter after moving. They imputed an estimated reading based on what they thought it should be, however it was wrong and I gave them the actual readings. I called several times to confirm they had adjusted my bill for the readings and every time I did it was "it will be handled" or its being adjusted by billing, bookkeeping or some other internal department. Thinking that they had resolved the issue internally, I havent heard from PSE&G until I keep getting collection calls from some agency they sent my account to. I call PSE&G to resolve the bill and they tell me too bad its out of their hands.Desired Settlement: I want my bill to be adjusted for the $176 they claim I owe them, however never verified my meter other then the imputed "Estimate" of the gas reading they made. Which would have been way lower since I didnt live in the house for a month prior to moving.
Business
Response:
CUSTOMER INITIALLY FILED A COMPLAINT WITH THE NJ BOARD OF PUBLIC UTILITIES ALLEGING HE CALLED PSE&G TO FINAL HIS ACCOUNT, REQUESTED A FINAL READ AT THAT AND PSE&G DID NOT PROVIDE A FINAL READ. COMPANY CONFIRMED THAT THE CUSTOMER’S MOVE OUT REQUEST WAS COMPLETED ONLINE AND AN ACTUAL FINAL READ WAS NOT REQUESTED. IT IS COMPANY POLICY TO ESTIMATE FINAL READS. THE GAS HAS LONG TERM ESTIMATED READS DUE TO NO ACCESS TO THE METER. BEGINNING WITH 6/25/2014 THE GAS BEGAN TO BE CONSECUTIVELY ESTIMATED AND CONTINUES TO BE ESTIMATED THROUGH THE PRESENT. THE CUSTOMER PROVIDED A READ OF 3199 AND REQUESTED THE ACCOUNT BE REBILLED BASED ON THAT READ. THE CUSTOMER WAS ADVISED THAT THE ACCOUNT WAS ESTIMATED FOR OVER A YEAR AND THAT THE CUSTOMER READ COULD NOT BE ACCEPTED; AN ACTUAL READ WAS NEEDED BY THE COMPANY. A NEW CUSTOMER HAS ESTABLISHED SERVICE AT THE PREMISE AND ACCESS TO THE GAS METER STILL HAS NOT BEEN PROVIDED. CUSTOMER SPOKE WITH A CS REPRESENTATIVE ON 1/26/2016. THE FINAL BILL (6/26/2015 THROUGH 7/6/2015) WAS IN THE AMOUNT OF $57.09. AFTER SPEAKING WITH THE CUSTOMER THE CS REPRESENTATIVE CREDITED THE ACCOUNT FOR THE $57.09 WHICH CANCELLED THAT FINAL BILL. A CHECK WILL BE FORWARDED TO THE CUSTOMER IN THAT AMOUNT. CUSTOMER WAS ALSO DIRECTED TO PAY THE OUTSTANDING BALANCE OF $176.04 WITH THE COLLECTION AGENCY. THE DIFFERENCE BETWEEN THE TOTAL BILL ($176. 04) AND THE CANCELLED BILL ($57.09) IS THE JUNE 2015 BILL BALANCE, $118.95. THE BALANCE IS NO LONGER $176.04, BUT RATHER $118.95. THIS BALANCE WILL NOT BE CANCELLED.
Review: On July 7, 2015 approx 12:30 pm a man named Victor, who works with PSEG collections came to my house and demanded $443.27 or he was shutting my power off. I explained to him several times, we were working with [redacted] an assistance program, because I am unable to work due to my son's health condition. I had also told him, I mailed a check out on 7/3/15 in the amt of $150.00 which was my last bill. He stated it did show in their system, but it was documented on our back acct that the check was received, it was just not processed with PSEG. I also told Victor several times, that I have an Autistic son and he is registered with the state of NJ as disabled and I had proof and paperwork in my house that could show is disability and that he is in fact registered as disabled. He failed to look at any of this information and disregarded any an all information I gave him that could be potentially life threatening. I also have a child with Asthma and uses a home nebulizer. I had asked him several times to please reconsider this, as the temperatures were well in the 90's this day and extreme heat could alter my son's mental status with no way of cooling off and I asked for him to call his supervisor or a higher up to pass this critical health information along and see what we could work out. He again told me no, and he stated unless I gave him a check, he was cutting my power. He proceeded to his car to get his gloves, walked to my meter and shut my power off, as my Autistic son was crying at this point. He had no regard for human life, this is a form of child endangerment and inhumanity, PSEG also forced me to stay in a house that reached over 95 degrees because I was told I had to be in the home in order to have my power restored. My son is also on many medications for his disorder and PSEG totally disregarded ALL of this information and told me it was acceptable to cut my power on this day, even tho the temps were in the 90s and the air quality was poor.Desired Settlement: Billing adjustment, credit, fees waived for pain and suffering. Employee write up and actions taken against the employee, Victor, for child endangerment and illegal shut off of power to a home of a disabled child. please note: PSEG REFUSES to give their last names and some only gave an extension number as their only form of employee ID or how to be recognized. I asked numerous times for Victor's last name and or Employee ID and they refuse to give me this information for whatever reason, I am not sure, If he was in the right, I see no reason, they can not give me this information and it is my right as a consumer to have either the last name of the individual or their employee ID, this is not a first name basis type of company and is inexcusable for them not to correctly identify themselves.
Business
Response:
Called customer on 7/21/15 and left a message on the answering machine. Called customer again on 7/23/15 and left another message on the answering machine. Customer has had a shut off notice on account for over 3 months. unfortunately if the customer does not have any life sustaining equipment in the home, PSE@G can interrupt services to the home. I will further assist customer when she returns my call.
Review: I fell behind in my payments to PSEG after the winter of 2015. I made a good faith effort to catch up on my payments twice in the month of May and once in the month of June. Two days after my last payment, PSEG discontinued my power after myself and my family left for work. Once we discovered this, my wife called and made yet another payment immediately. My wife was told that it may take 24 hours to restore our power because the mechanic would "get to us when he had time". My power was shut off at 8:30 am and power was not restored till 6:00 pm. My five year old daughter was left with a dark home, no ability to cook food for her and a useless refrigerator with spoiled milk and meat. The customer service representatives kept telling my wife that they would not give me an approximate time, that it was "all my doing" because my efforts to pay the bill were not good enough because this was policy, and that I was unable to talk to any person above the customer service supervisor because, "there was NO ONE else to talk to". I was stripped of any choices for further customer service and the representative supervisor proceeded to tell me that I was upset because "I wasn't hearing what I wanted to hear." When my wife asked who made this "policy" of punishing people by making them wait for service after payment, the supervisor answered, "I don't know who made the policy". It was an extremely upsetting experience and it left me and my family frightened and unsure as to when our "punishment" would be over and our power would be restored. I read on the customer bill of rights that I had the right to a 10 day warning for service interruption but the customer service team said that is done on the bill, along with other information. There is NO SEPARATE OR DISTINCT LETTER ABOUT SERVICE INTERRUPTION. Also, the customer service representative told me that it was my own fault because I did not contact PSEG but it is not explained that if you do, your power will NOT be shut off.Desired Settlement: I would like the restoration fee forgiven, a policy that includes separate letter explaining when my service would be interrupted if I didn't contact customer service immediately and I would like to know how many other people were shut off if they were in the same situation as me. (making a good faith effort to pay the bill).
Business
Response:
Review of the account verifies the account has been delinquent since November 2014 with shut off notices on each monthly bill. As of the May 2015 billing, the balance was $1893.82. The notice on that bill stated $962.58 was due immediately with an additional $573.51 due by June 2nd. A $250.00 payment was posted to the account on June 5th; the service was interrupted on June 8th. [redacted] subsequently agreed to pay $500.00 and establish a Deferred Payment Agreement so that the service could be restored. When service is interrupted due to non-payment, once the required payment is received a reconnect order is issued. PSE&G has up to twelve hours to restore the service; this is the permitted time period. In this payment was made at 1:05 p.m. and the service restored at 5:39 p.m. which is well within the twelve hour time period. Customer Service Representatives are not required to provide a full name (first and last) when interacting with customers. Additionally it is company policy that permission be obtained from the actual account holder before discussing the account with anyone else. When Mrs. T[redacted] asked [redacted] if she could speak with someone else, [redacted] responded by advising her that what she shared was company policy and no one else will give her any different information. Business decisions are made by process leadership to establish policy that will ensure smooth and effective operations benefitting both the customer and the company. This customer's letter has been shared with Call Center and Collections Supervisors for their review and action, if warranted.
Consumer
Response:
Review: [redacted]
I am rejecting this response because:I acknowledged that my account was overdue...I resent PSEG's use of the word "delinquent". I stated in my original letter that I was making a "good faith" effort to catch up on my bill. PSEG fails to acknowledge that between 11/6/2014-6/5/2015 I made 10 payments which ranged from $250.00 to $700.00!
I acknowledge that the bill included a statement that said that my service could be interrupted, however, it did not stand out as a separate letter would have. Regardless, a separate letter may have prompted me to call however, I WAS making as many payments as I could afford.The direct payment on 6/8/2015 for $500.00 was made at 1:05pm, because that is when we became aware of the agressive action from PSEG. How would I know my power was shut off Monday morning if the action was done AFTER we left for work? Had my daughter not come home for lunch that day, we would not have known until Monday evening. I would have been without power until Tuesday. Therefore' the "12 hour window" to restore service to families is punitive and cruel. PSEG reiterates their policy that their customer service people do not have to give last names, and will not speak to anyone about my account without permission. However PSEG fails to acknowledge the specific way in which "[redacted]" further upset my wife by her crass statements (ie;"you aren't hearing what you want to hear"). And if it is your policy that no one can discuss my account with my wife why was the "collection department" more than willing to discuss my account with my wife in order to get payment?
Regards,
Review: I am respectfully requesting that the Board take a close look into my situation with the Public Service Enterprise Group (PSE&G). The Company has been charging me excessively for years. At one point when I call them, they told me that they thought I had a business in my home. I requested that the sent an inspector to come in and see. The person they sent told that I was providing electricity and heat for the apartment above and the basement. A technician came a few days later and to me that the wire from the meters were intertwined. During that time I also made over $3,000 in payment, because the company had cut my heat and electricity until I had such payments. For years I have been paying a monthly average of at least three to four hundred a month. I need help with this.Desired Settlement: I would like them to fix this issue, and stop asking me to make excessive payment. They payments exceed they service I get from them nor am I able to pay them.
Business
Response:
There is a history at this location of damaged PSE&G equipment and safety concerns. Customer was previously advised that there is no record of any diversion of service orcrossed meters. Customer also filed a high bill complaint via the NJ Board of Public Utilities. With that inquiry, he was seeking payment arrangements on the balance of the account. Company extended a seven month deferred payment arrangement to the customer whereby he would pay the current bill plus an additional $170 per month. Payments were to begin 7/13/15; not kept. Customer will be contacted by a PSE&G investigator to confirm customer is being billed for the correct meters and to verify what his meters supply. Customer Relations reached out to customer. He was driving and could not speak but said he would return the call.
Review: This is somewhat of a Billing and customer service issue. I'm used to my bills being between $100-$200. I opened my bill and it said I owed $1000 ! When I called and asked for an explanation as to why my bill went from $150 to $1000 they told me that they had not be able to reach my meter since last OCTOBER so that the bills I was getting were only estimates. 10 months without an actual meter reading and then they decide to slap me with $1000 bill once they were able to reach the basement that I don't even have access to in my apartment building. I never received a call or notification that they were unable to read the meter. Had I been given notification somewhere between the 10 months I could have made arrangements to have the basement open when they came to read the meter. PSE&G takes no responsibility to reach out to the landlord or super to get keys to the buildings. I think this is partly their responsibility to be able to reach the meter they need to read in order to do their job with is to bill me based on what the meter says. Not an estimate that I have no clue where it came from. I feel like this is irresponsible on their part and this is absolutely a horrible way to conduct business to the people they service. After calling and speaking with a supervisor I was pretty much told that is was not their problem.Desired Settlement: I wish for my bill to be adjusted and for PSE&G to change the policy in which gaining access to the meter in apartment buildings is done. They need to reach out to the building landlord or super to ensure they can read the meters or notify customers when they are unable to within 3 months. Not wait 10 months and hit people with huge bills that force customers to go on payment plans while they provide horrible service.
Business
Response:
This customer is supplied gas and electric services by PSE&G. Due to no access to the meters, customer’s account was estimated from 11/16/2014 through 7/8/2015. Actual reads were obtained 8/6/2015 and customer was billed $399.97 for gas and $520.29 for electric services not billed for during the estimated time period. As a regulated utility, PSE&G is required to provide specific information to its customers so that they can make informed decisions about their usage on a monthly basis. Each monthly invoice advises the customer if the meters were read or estimated for the current month and it also provides that information for the prior month. Company spoke with the customer today and reviewed the above information with [redacted]. Customer will speak with their landlord to try to make arrangements for monthly access to the meters. Customer advised company that he will speak with the landlord first and then they will call company to make payment arrangements on the account balance. No adjustment needed on the balance.
Consumer
Response:
Review: [redacted]
I am rejecting this response because: I spoke with my landlord and they advised me that PSE&G's employees do not regularly try to come read the meters or make any attempt to obtain access to the buildings to read the meters.
Regards,
Business
Response:
As explained to the customer if the landlord does not provide access to the meters, the company must estimate the usage. The customers meter was read on October 6, 2015; the customers usage is billed correctly as of this date.
Review: On September 30, 2015, I received a notification in the mail from the Revenue Integrity Department of PSE&G. Apparently, the week prior that took a reading of my meter and identified that it was read incorrectly and proceeded to issue me a collection notice for $944.33. Please note that I have paid ALL OF MY BILLS ON TIME to this company and had a $0.00 balance at the time of this notice. Therefore, it is concerning that I would receive this notice in the mail.
The two main issues that I have regarding this matter are:
1- The statement outlines two (2) charges: Revenue Integrity Charges ($730.22) and RID Administrative Charges ($214.11). There is no additional details as to how these figures were defined (i.e. rate charges and usage).
2- In speaking with a supervisor of the customer service department on September 12 (Mr. Lopes) regarding another matter, he acknowledged that the meter was not read and suggested that a new meter be placed. I did not authorize for a new meter (gas) to be placed on the property because I was having issues with the other currently installed meter (electric). Therefore, my inquiry is exactly what meter was read to conclude these charges.
Numerous times I have retched out to the company regarding entry into the property. I have provided their employees with THREE separate distribution of keys to the dwelling, as well as, given them the access code twice. I've initiated conversation regarding resolving the matter by the continuously providing them with access and they failed to execute. Just recently, I've had this conversation with customer service representatives on numerous occasions to date, including on August 19 and 20, September 7 and 12 and received an unannounced visit to the residence on September 22 when they also interrupted my alarm service.Desired Settlement: I would like to speak with Mr. W[redacted] I have left three voicemails for him to call me and two emails, per his voicemnail request. I have yet to hear from him and I informed him that I would be contacting your organization due to the lack of communication. I tried to acquire another contact through customer service but the only contact available is listed above.
I would like to receive a breakdown and history report for the stated charges and due to their error be credited.
Business
Response:
PSE&G’s Revenue Integrity Department’s investigation confirmed that the outside electric meter of record was found wi3th no seals securing the meter and no rotation of the meter disc. When the enclosure cover was removed, the meter glass cover seal had also been removed. The voltage and connections were checked and were all fine. A new electric meter was installed and secured with a barrel lock. Forward cursor movement was confirmed. The test shop confirmed the meter had been tampered with internally - the lower bearing screw was burred and lowered. Based on the inconsistent erratic meterreadings, it appears the meter bearing screw was tampered with periodically. The customer now disputes consumption since the meter was changed. This is because the current meter is recording consistent consumption whereas the prior meter, which had been tampered with, was not. Company spoke with this customer again today. The customer was advised that the gas meter has been estimated and company needs access to change the gas meter and obtain an actual read. The customer refuses to provide access because according to her, she has provided multiple keys to the company so that the meter can be read on the scheduled monthly meter reading date. Customer was advised we will have the District Meter Reading Supervisor follow up with her regarding the issue of the keys.
Consumer
Response:
Review: [redacted]
I am rejecting this response because the statement is inaccurate. See attachment.
Regards,
Business
Response:
Thiscustomer did tell Ms. A[redacted] that she provided a key to the company on three different occasions. Ms. A[redacted] advised her that she would bring the District Meter Reading Supervisor in on the case since he/she is responsible for the meter readers and the keys. As previously stated, when company previously spoke with this customer she was advised that we needed access to the gas meter. There have been several attempts by company to schedule a meter reading appointment so that the gas meter can be read and so that we can install an electronic whereby the meter can be read from outside. As of this time there are twelve consecutive estimated reads. At no time was this customer threatened. When she refused to schedule an appointment with this office she was advised that 1) PSE&G has a right to access its equipment; 2) if access is denied, PSE&G has the right to turn the service(s) off from outside until access is given. Once this information was shared with the customer she did blurt out access can be given around 7 p.m. or 8 p.m. or on the weekends. PSE&G Meter Readers do notwork at night, nor are they regularly scheduled for weekends. The gas is being estimated and it is no known at this time if the estimates are too high or too low. This can potentially be another dispute if the estimates are too low and the customer ends up with a high bill when the actual read is obtained. Company needs access right away to obtain an actual read. Please note that company gave customer notice, via Miss A[redacted], that access to the gas meter is requested. And it should also be noted that the customer refused saying she didn’t want to discuss the gas. At no time did Ms. A[redacted] tell this customer that she “did not work with billing but the meter department” because that is not true. Ms. A[redacted] does not work for either one of those departments and therefore the customer’s claim is inaccurate. What Ms. A[redacted] did tell the customer was that she would have Mr. W[redacted] from Revenue Integrity call her directly. This is in addition to the District Supervisor following up with her. This is a case of meter tampering/theft of service. The meter was tampered with and was not recording this customer’s consumption. This is being handled by Revenue Integrity Department. That representative will follow up with this customer again.
Review: We have taken worry free service from PSEG for few appliances. Each year we pay 400+ dollars for this contract. In Nov/Dec 2013, our water heater had issues and PSEG technician told us that he can not fix it and we need to replace it. WE spent 1000+ dollars to buy the new one. Now our dishwasher had some problem. The first technician came and he ordered some parts to fix the problem. After 1-2 weeks, 2 other technicians came with parts and told that they can not fix this. I need to buy a new one. If you guys don't know how to repair the appliance then please don't sell the service. Before selling the service, check each appliance to see if you have qualified technicians.
One frustrated customer,
[redacted]Desired Settlement: I want someone to come and repair the dishwasher.
Business
Response:
This PSE&G customer has Worryfree coverage for their dishwasher. Customer contacted PSE&G because the door to dishwasher was not functioning properly (the release springs not operational causing the door to slam down when opened). PSE&G technicians responded to service visit and determined we could not repair the dishwasher to full functionality and advised the customer they would need to buy a new one for the following reasons:1. Due to broken cables & springs on the dishwasher door, it was slamming down and had caused the frame to become bent. Even if the cables and springs were replaced, they would not last because of the bent frame (the springs/cables would rub against the frame and they would break again)2. Due to calcium build up inside the dishwasher the sensors in the dishwasher will not function properly3. An inner door piece would need to be ordered (and is NOT covered under the Worryfree), so there would be charges for labor and parts for the piece. And even with the piece in place, the otherissues listed would already cause the dishwasher to be inoperable.An Appliance Service supervisor contacted the customer on 8/12/15 and explained everything again to the customer.Based on these reasons, PSE&G will not repair the dishwasher. The customer’s wife was explained this in detail when the technicians were there. It also states clearly in the terms and conditions for the contract that if PSE&G determines the repair is not reasonably practical based on age/condition of the appliance, we reserve the right not to repair the equipment. In this case, since we will not repair the appliance, the customer’s contract (for dishwasher coverage) will be canceled and we will refund Worryfree payments made for up to 12 months. This amount comes to $150. An Appliance Service Supervisor contacted the customer on 8/12 and explained all again.
Review: I am being overbilled. Possibly another apartment in the building linked to my service. Called customer service several times, they re-estimated my electric usage; however the usage is still too high to be correct. Am out of the house over 9 hours daily, only refrigerator is on, all other devices unplugged but PSE&G claims I've used 38701 KW read from meter # [redacted]I have received a bill for 484.55 for just one month's service for a single person in a one bedroom apartment not using air-conditioning or heat. I went to the [redacted] PSE&G office at 11:00 today and requested a line investigation, but the customer service agent refused to assist in any manner stating my bill is correct. Can you please assist me in the matter?Desired Settlement: I want to be billed correctly for the electricity I have used.Not this entirely inflated amount.
Business
Response:
Company spoke with this customer 5/12/15 follow3ing receipt of a BPU Inquiry. The account was established 3/21/15 using an estimate. Actual reads obtained 1/31/15 and 3/26/15. Customer disputes the $484.55 bill for the period of 3/21/15 - 4/28/15. Customer was advised on 5/12/15 that company will rebill the account using the 3/26/15 actual read as the start index; billing period will be 3/26/15 - 4/28/15. Customer was also advised to wait until the account is rebilled to determine if an investigation is warranted. Partially satisfied.
Consumer
Response:
Review: [redacted]
I am rejecting this response because: I do not have yet a resolution.
Regards,
Review: I have not receive an actual reading for 4 month and I called more than 10 times to request someone to come get the actual reading but incited I get a very high bill from the company and I call to correct it but I get the issue the following month and I still don't see no one getting an actual reading
bills start to build up and I cant get no one to fix it or answer my complainDesired Settlement: correct the reading and adjust my bill with actual amount
Business
Response:
CUSTOMER RECEIVES GAS AND ELECTRIC SERVICES. THE LAST ESTIMATED GAS READ WAS 3/27/2015; THE LAST ESTIMATED ELECTRIC READ WAS 7/28/2015. THIS ACCOUNT IS BEING BILLING BASED ON ACTUAL READS. COMPANY SPOKE WITH THE CUSTOMER TODAY AND CONFIRMED THE ABOVE. CUSTOMER UNDERSTANDS AND IS SATISFIED.