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Reviews San Diego Gas & Electric Company

San Diego Gas & Electric Company Reviews (96)

Review: Our family fell behind on our SDGE bill, I lost my job and we had our account levied and we have filed bankruptcy. We set up a payment play with SDGE and we made multiple payments, middle part of june$ 100 the end of june $50 and july 7 $100, we were too pay another $200 on this thurs, the day my wife gets paid. SDGE shut off my electric this morning without notice. I called them but they demanded the full $351 as of today. I told them I could give them $100 today and $100 tomorrow but they said no. I tried calling up the ladder but they all say no, even though I have kids home and now the food is going bad in our fridge, times are already hard for us now we cant cook. I am also mad because today in the mail came a bill that said payment due now, they shut off my electric then give me a notice of shut off. I have been a SDGE customer for over 25 years and cant believe this is how they treat people , its obvious we were making payments but they could careless.Desired Settlement: Waive all fees for food loss and turn electric back on today, I will pay $100 today and $100 tomorrow, and $100 the following week.

Business

Response:

Spoke to Mr. [redacted] and explained to him will accept $200.00 to restore his electric service. Mr. [redacted] accepted. He also stated he could pay an additional $100.00 on 7/18. Explained to Mr. [redacted] that there will be a deposit requested to re-establish credit with SDG&E of $321.00 and it could be divided into payments. Mr. [redacted] states he is going to fight the deposit with the Revdex.com. I just want to inform the Revdex.com that payment arrangements were made but were not kept. They have been past due the past 12 months.

Thank you

Review: I had a power bill ($650) I called customer service (7/20 ) to please come check the meter. I was brushed off and told that it was a hot month, rates were high and everyone was calling to complain. But my average bill was $150-$300 even on a hot month. I was told about an efficiency check that they can come out. I called (Aug 11th) after not using AC and was told it was in fact my AC as they could read the circuits that it was pulling from. My father has Parkinson and AC is a medical necessity. I was told the only thing I could do is apply for a discount they would not send a tech out since at that time in the month of Aug with no AC the difference. I called to check on status of medical assistance on 9/15 with 20min hold. 9/16 would get a call back in 10 but 30mins they called range twice and hung up twice. 9/17 was told my application from my father’s physician had not been received and it was mailed close to 30 days ago. Since then we paid for a teach to come look and sure enough our AC unit was bad and draining energy. I called to complain if they had in fact done the efficiency check like I requested I would have not suffered financially and physically. I was then told the efficiency check does not include an AC unit, but they can send a tech for $50. If I had been told that when I asked for it the first time, I would have accepted as they offer a rebate that I was not informed about of $250-$350 I could have saved on my bill. If customer service would have done their job the first two times I called and offered this service when I asked for it, I could have saved my money and had a tech come out through SDGE program vs. paying more out of pocket for one to come and not receiving a rebate. Instead I suffered a $650 bill, a month of no AC that is a medical necessity, paying a tech to come and a new AC unit. I have spent countless hours calling and resending the applications.Desired Settlement: I would like a phone call to coordinate getting the application for the medical adjustment sent STAT. I would like to see an adjustment on my bill, if I requested someone to come out and spent $50 and received a rebate I feel that $300 would be a fair difference.

Business

Response:

5/30/14: [redacted] began gas and electric service at [redacted]

7/20/14: Customer phoned the company and used the Integrated Voice Response (IVR)

system to receive status information regarding the electric outage affecting the property

[redacted].

7/30/14: Statement for services from 6/26/14 through 7/28/14 issued. The bill of

$657.05 included electric charges of $599.69 for the usage of 1869 kWh.

7/31/14: Male customer identifying himself as [redacted] contacted SDG&E to inquire

about the bill he received. Customer was advised of increased number of days on the

current billing cycle as compared to the previous cycle. The use of air conditioning as a

contributing factor to the increased consumption was discussed. Customer stated that

he would try to use fans instead of air conditioning.

8/1/14: Customer’s daily usage dropped dramatically the day after speaking with Energy

Service Specialist as evidenced by the usage history. (Please see energy chart below

for graphic representation.)

8/4/14: Male customer contacted San Diego Gas and Electric. The customer requested

an “efficiency test”. He stated that he had confirmed with his landlord that the bill

seemed unusually high. The representative acknowledged the high usage and

questioned his air conditioning usage patterns. It was pointed out that once he cut back

on his air conditioning on 8/1/14, his electricity usage dropped dramatically. The

representative advised that a High Bill Specialist (HBS) could call him back. However,

she admitted that the HBS would confirm that the air conditioning usage was the cause

of the increased bill. He agreed with this statement and did not pursue the request for

the “efficiency test”. She also advised that there was no evidence of a faulty meter.

She continued to educate him on how to locate his hourly usage information online so

that he could see for himself the impact of turning on (and off) the air conditioner. She

provided information on using fans instead of air conditioning, lowering the temperature

setting on the A/C and limiting the use.

The representative also recommended verifying his eligibility for the California Alternate

Rates for Energy (CARE) and the Medical Baseline programs. The customer was

mailed a Medical Baseline application and provided the contact number for CARE

enrollment.

9/15/14: SDGE received a call from ###-###-####. The caller went through the IVR

system but did speak with a representative.

9/16/14: Female caller identified herself as [redacted]. However, she declined to

provide the required identification information (last four digits of social security number)

to the representative. She advised the representative that she had made several

requests for service visits and we had denied the requests. She also inquired if the

medical baseline application had been received. The representative was unable to fully

assist her as she did not provide the required identification information. She was

advised that the medical baseline application was not on file.

9/17/14: Female caller identified herself as [redacted] and provided the required

identification information (last four digits of social security number). She stated that she

contacted SDG&E twice to request to have her electric meter checked and both times

was the request was denied. She stated that the company kept “brushing her off” and

advised that the high bill was the result of air conditioning usage. She also stated that

she requested to have her air conditioner checked and this, too, was denied. She stated

that the air conditioner was not in use for one full month and if she had received the

requested service, she would have had an opportunity to learn that her air conditioner was

malfunctioning and would not have received such a high bill for the time frame in

question.

The representative advised her that we do not service electric appliances. The customer

responded that she read on-line that we will provide an efficiency check.

The customer also inquired about the receipt of the medical baseline form for her father

who suffers from Parkinson’s disease. She was informed that this application was not

received. The customer was advised to wait one additional week and to inquire again.

Customer stated that she would pursue a Revdex.com complaint.

Customer was informed that at her property, there is a history of the same type of high

usage and with the recent rate increase, the same usage would result in a higher bill

amount than that experienced by previous customers.

Customer was advised to use her online account to monitor her usage.

The representative provided information about the A/C Quality Care program offered to

San Diego Gas and Electric customers by a third party.

Customer asked to have the bill “prorated” for the month of high usage. She was

advised that we do not make bill adjustments when energy was used by a consumer.

The customer abruptly disconnected the line after this statement was made.

9/18/14: Male caller contacted SDG&E to request a payment extension on outstanding

balance. The extension was granted.

9/19/14 Revdex.com complaint received from [redacted].

Conclusion:

The customer’s request for a medical baseline application has been granted.

An application was mailed on 8/4/14 and again on 9/23/14. In addition, the application

may be downloaded at:

http://www.sdge.com/residential/save-medical-baseline/medical-baseline-program />
As of 9/26/14, San Diego Gas and Electric has not received a completed Medical

Baseline program application from [redacted]. Once a valid application is received,

the account will be enrolled in the program. The application process can take up to 30

days to complete.

San Diego Gas and Electric respectfully denies the customer’s request for a bill

adjustment.

The request for adjustment is based on energy consumed between 6/26/14 and 7/28/14

prior to any customer contact with SDG&E requesting an “efficiency test”.

Representatives from SDG&E properly advised the consumer of the probable reason for

the larger than expected bill (use of air conditioning). Additionally, the consumer

benefited from this advice as evidenced by the immediate reduction in energy

consumption. Moreover, the consumer was also provided with additional

resources/programs available to assist in reducing future bills. San Diego Gas and Electric

does not conduct efficiency tests. We offer energy audits and appliance safety checks on

GAS appliances. A third party offers air conditioning

tune ups for a service fee of $50.00 (A/C Quality Care program).

Despite the customer’s lack of request for any of these identified services, each Energy

Service Specialist provided information on the services and programs that they felt

would most benefit the customer.

SDG&E is in compliance with all tariff and rules which are filed and approved by the

California Public Utilities Commission. For this reason, SDG&E respectfully requests that

this matter be closed.

Review: I am SOOO upset there is not another company that I can give my business to!!!!! I have been a customer for years and they seem to not care at all!

I placed and order to get my pilot lit for the winter season. (Mind you, they TELL you to schedule someone to come out, both on their website and when you call in)

I call them and schedule them to come out. They cant come for 4 days..... When the day comes I take off of work and wait ALL day for them to come. They never show up despite the FOUR calls I got from their automated system telling me they are on the way. I call them the next day to tell them no one showed up and the representative decided to argue with me saying someone DID come! After about 5 minuets of going back and forth she scheduled another one and also said she scheduled a callback from a supervisor. The next date comes and goes.... still NO TECHNICIAN!! A week goes by and NO CALL BACK!!! I finally call them back today after buying a damn space heater and continuing to pay SDG&E their money & the person I talked to told me "It's not our responsibility to light your pilot for you. The landlord has to do it..." I pointed out that the system I was JUST listening to while HE put me on hold told me that they do it and that they already 'scheduled' 2 appointment for people to come out and do it, how is it now that I have an issue it's not your job? There were NO notes in my account or anything!! Is anyone there doing t

After going back and forth with HIM I was finally able to talk to a manger who could not care LESS. I hate people who work in customer service, especially management, that seem to hate their job. Does SDG&E feel like they can treat their customers any type of way because there aren't any other options for them to go to?

SOMETHING needs to be done about how they handle their business..... this is the coldest winter in San Diego in at least 25 years an the company that I pay year around can't figure out how to do a service they advertise.....Desired Settlement: I would like an adjustment that would accommodate me taking off of work all day and them not coming. The supervisor gave me a $13 credit and told me to be happy......

Maybe if they change their policies they would make their customer happy. I mean, if they are going to have a monopoly at least do your job well!

Business

Response:

Date: January 5, 2015

To: Revdex.com of San Diego

From: [redacted]

Subject: [redacted]

Account # [redacted]

Company Response

San Diego Gas and Electric company representative contacted Ms. [redacted]. The situation was reviewed with the customer and resolved to her satisfaction on January 5, 2015.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: My father was the name on the account for our SDG&E bill, he suddenly passed away so I put the account under my name (His daughter, a residence of the household) so we can pay our bills on time. We received a late notice saying our electricity will be cut if we did not pay the bill so we went to walmart an paid our bill in CASH. As I informed the customer service rep that I switched the account under my name, they made me a whole new account number. I see the bill that is past due so I paid for it, not knowing that they never closed my dads account which I told them he passed away that is why I opened an account under my name, same address, same last name. We paid the account that was past due which was under my fathers name. Now there is an over charge, they sent a check under his name but he has passed away so we have no way in cashing it. He died so sudden that we did not have time to do a living trust or a power of attorney. The customer service rep said they can not do anything about it an has to go through "Policy" I am very angry with this situation. I was doing the right thing to try to pay the bill on time even during the hard times my family an I were going through. It is SDG&E fault for not closing his account while I told them he passed away, That is why I switched it to MY NAME does that not make any sense? it should be the same account. We live in ONE household!! Now they will not issue me a check under my name but will only issue the check under my deceased fathers name. HOW CAN HE CASH IT??? he's gone! now I am taking over and SDG&E will do NOTHING to help me. I am very upset with their "policy" and they have NO remorse on the fact my father passed away. I don't understand why there are TWO accounts for ONE house. They should of closed his account the moment I told them he passed away. That is why when we paid our bill thinking there was only one account. Now they will not even refund me a check! Horrible service, Horrible policy on the deceased. All I asked is that we just get the check under the right name. I understand that it was my mistake for paying the wrong account..but I did not know that there were two accounts. So that is NOT my fault!Desired Settlement: Please send the refund check under the rightful name on the current SDG&E bill. Close my deceased fathers account. There is no reason why there should be two accounts on ONE house! An apology letter to myself and my family for making us relive the hurtful pain we have to go through again.

Business

Response:

Left message with Ms. [redacted] that the account was switch from her father's name to her sister's name. A check will be mailed once the stop payment has been completed. I left my direct number if Ms. [redacted] had any further questions or concerns.

Thank you

Review: Upon attempt to establish service at new residence, SDG&E first insisted that I appear in person to an SDG&E representative to verify my identity. Once I did, they gave me a number to call to establish service. When I called, they assessed a deposit of $250.00. My credit from Experian credit service is on a freeze that was due to an identity theft situation many years ago that is drastically impacting my credit situation. I am in dispute with Experian to lift this freeze and dispute credit issues, yet this is another matter entirely. SDG&E told me that they would override the deposit amount of $250.00 if I could produce a letter of credit history from a recent utility company for reference on my payment history. PG&E in Sacramento issued this letter verifying my EXCELLENT payment history. I faxed this to SDG&E on Oct. 4, 2013. On Oct. 30, I received an urgent bill referencing the $250 deposit. When I called SDG&E, they claim they did not receive the fax, and I re-sent the fax again on Oct. 30, 2013. On Oct. 31, 2013, I contacted SDG&E who now claim I am not eligible to have the deposit waved because the credit history letter from PG&E only referenced one year of EXCELLENT credit payment history and now they require TWO years. SDG&E continues to ignore my attempts to meet their requirements to waive the deposit, and then changes the parameters of the requirements. This is unfair and unreasonable, both in the amount of the deposit and the manner in which they are handling this situation. I spoke to Mrs. [redacted] at SDG&E at extension [redacted] who claimed to be a manager. This is unreasonable and I have spent too many hours trying to deal with such an unreasonable changing request.Desired Settlement: Billing adjustment for the deposit of $250.00 waived immediately with no further action or damage to my credit or account establishment or interruption of service at my residence.

Business

Response:

I spoke to Ms. [redacted] and explained that she needs to provide a letter of credit showing the service dates and 2 years of more of continuous service. Ms. [redacted] said she has spent so much time on this that SDG&E should just waive the deposit. I advised Ms. [redacted] that she left an outstanding balance in 2006 of $508.09 with SDG&E. Ms [redacted] was also told this be an SDG&E Supervisor. Since the outstanding balance is from 2006 SDG&E cannot request payment.

If Ms. [redacted] wants the deposit waived she needs to provide a letter of credit showing 2 years or more of continous service with no more than 2 delinquencies.

Thank you

SDG&E has service appointment practices that date from the early post-war period.

The SDG&E service 'window' is all day!!! On the third robo call to confirm that the residence would be occupied, I fully expected a service window shorter than all day.

In my previous location both utilities and even the monopoly Comcast issued either two hour or four hour service windows. Where do I send the bill for my time?

Review: While I was at work, a solicitor came to my door and proceeded to speak with my boyfriend's 13 year old sister. He asked her for income information which she didn't have and proceeded to have her sign a contract that she did not understand obviously. He was trying to lower our cost due to low income (which I do not qualify for anyway). His name is [redacted] and his phone number is [redacted]. I called him immediately upon me getting home and her telling me about it. He came back to my door and asked for the items that he had left at my house which included a power bar, low efficiency night light, and an faucet head. At this time when he told me that he had entered my home while I was not home. I took the paperwork from him, gave him back the items and told him that I would notifying SDGE regarding this. Upon calling SDGE, I was told that they don't know what dept he was with but they gave me a phone number to try tomorrow because they were closed when I tried calling.

The problems with this are as follows:

1) he should have had a list of the subscribers - which is me and only me as I handle the bills.

2) he should have asked for identification.

3) he should have asked her AGE - and trust me, she does not look like she would be old enough to sign any contracts.

I did take back the contract and sent the sales man on his way, but something needs to be done because this is unacceptable.Desired Settlement: I would like someone in the position of authority at SDGE to contact me regarding this employee and let me know that something is being done. Honestly this individual should be terminated. Having a 13 year old sign a contract is beyond unethical.

Business

Response:

SDG&E apologized to the customer for the actions taken by our employee.

Review: My personal residence was fumigated and had the gas turned off. SDGE reported they could not come to the house the day the tent was coming off and the house would be inhabited, but would come the next day. This would leave the house without gas for 1-2 days. I was given a window of 8am until 5pm to wait at the house the second day for the technician. I was told I would get a call from the technician minutes before arrival. At 4pm I had not heard from SDGE and called them. I was told that the window was actually 8am until 12 midnight and that I would have to wait. I was told that the call center closed at 8pm and that I should call back if the work had not been completed by then. At 6:26pm I called and was told the technician was en route. I then stood outside waiting for him. By 7:25pm there was no evidence of SDGE and I called once again. I was told that a technician had documented that he was at the house at 7:32pm (which is not possible, I was outside). I was told the work could not be completed and it would be scheduled for the next day between 8am and 4pm.

I went to great lengths to make myself available between 8am and 8pm on a Thursday.Desired Settlement: I would like to be compensated for my time. I will be waiting for SDGE for approximately 16 hours.

Business

Response:

Customer Concern

Dr. [redacted] requested to be compensated for sixteen hours of his time that he spent waiting for a service technician to restore his gas service after a fumigation at his residence.

Dr. [redacted]’s claim was filed with the San Diego Gas and Electric’s claim department on 10/28/14. The claim was resolved (paid) on 10/29/14.

SDG&E is in compliance with all tariffs and rules which are filed and approved by the California Public Utilities Commission. For this reason, SDG&E respectfully requests that this matter be closed.

Review: Over the past year there have been at least 6 or 7 power outages. The outages have ranged from a few minutes to a few hours. During each outage I have spoken to customer service to get a cause and a restoration time. Each time I called I was not given a cause or told that a transformer had to be reset or something like that. I ask why the transformer failed and I am not given an answer. It seems to me and quite a few of my neighbors that SDG&E does not care for people who live in rural areas. I rarely hear about power outage happening in La Jolla or Coronado. But, out here in Julian it is a very common occurrence. Sure, there is much more weather to deal with out here than most areas in San Diego. That being a know fact there should be equipment that can handle it. I work from home a am dependent on my power working without fail. When the power works, there is no problem and I have no issues with SDG&E.Desired Settlement: Please install equipment that can handle multiple types of weather. Stop having SOOOOO many power outages.

Business

Response:

SDG&E contacted Mr. [redacted]. SDG&E explained the outages that had occured in his area. Mr. [redacted] understands the reasons for the outages and is satified with our conversation.

Thank you

Complaint Resolution Supervisor

Review: My mom is in the process of selling my grandmother's house that passed away last year. There are squatters living in the house somehow so my mom called to scedule the electric to be turned off as of July 30th at 5am. The electric was turned off however one of the squatters called claiming to be a person moving into the house and had the electric turned back on in their name. When we called to have the electric turned off my mom explained the situation. She was giving a confirmation number for it being turned off. Today when we were made aware of what had happened the SDG&E WOULD NOT HELP HER AND TURN THE ELECTRIC OF! They said

they couldn't deny anyone electricity. Even though they have no legal right to be there. This is a horrible business practice and they were in the wrong turning it on in someone else's name. The fact that they

will not correct their mistake is appalling. Everyone beware...anyone can break into a property and squat and call the electric company and say "hey I'm moving in here turn on my power" all without proof of residence. You disgust me SDG&E. Can to boot I cannot find and numbers to call their corporate officers.Desired Settlement: I would like them to admit that they had absolutely no right turning the electricity on in a home when they were called and told the house was being sold and going through escrow. We were given a confirmation number as to the electric being turned off. Your business practices are questionable letting anyone claim they are moving in. The fact that when my mom called about this matter with the confirmation number you would do absolutely nothing about it.

Business

Response:

San Diego Gas and Electric (SDG&E) is a highly regulated utility. Business is conducted in compliance with the rules and regulations set by the California Public Utilities Commission. These rules and regulations are available for review on the SDG&E website at: http://www.sdge.com/rates-regulations/other-regulatory-filings/rates-and-regulat...

Review: I have tried on to keep my payment arrangements with them but have faced some unforseen hospital stays and also was just recently in a car accident I am a single mother and have tried to make the necessary payment arrangements that will accommodate both me and them but have gotten no help in this matter I am not able to pay almost 1000 dollars up for as this pretty much what they are asking for. I have broken previous arrangements but as I stated I did. Of expect to get hospitalized or to be in a car accident and have to miss about a weeks worth of work each time... I need help and I do t feel they are being g very willing g to help me with this matterDesired Settlement: I would like for them to give me a payment t arrangement that is suitable for me and them that doesn't require me to have my child starve... as I have stated in phone calls to them I can pay 250 this Friday and 250 next Friday but I can not come up with another 488 dollars on may 1st like they are requesting that will leave me flat broke with no food or clean clothes for my child I have no way to get this money that quickly

Business

Response:

The customer was granted an extended payment agreement per her request. She was informed of assistance programs for which she may be qualified and advised to employ the tools available via the company's website to aid in her energy conservation efforts.

The customer's concern has been resolved.

Review: I paid my neighbors bill / usage for 7 years before SGDE confirmed that the power lines were mixed up, or switched, meaning I paid my neighbor's bill, and he paid mine for about 7 years. After years of calling and complaining, SDGE finally came out to my property, discovered the problem of the switched meter, and issued a refund and apologized to my current tenant for the property that I own, but SDGE will not issue me my refund stating the reason is because it's a closed account.

I paid for services that were not provided. I lived in fear turning on a ceiling fan, let alone the AC unit each summer as I watched my electric bill climb from $40-$50 a month to $150-$200 a month. I called each year to complain, and never ran my AC unit assuming the bill would climb to $500, if it was already at such a high amount. My quality of life diminished, as my family and I would suffer through the summer heat, fearing extraordinary costs associated w running the AC. It was blatantly obvious something was wrong, however each time I would call, the representatives would tell me that sometimes Refrigerators work harder in the summer, and consume more, or having the ceiling fans on contributed. I couldn't believe that, and would photograph my meter the last couple summers, to gather evidence, convinced something fraudulent was occurring. Meanwhile, my neighbor ran his AC 24/7, and why not, w his bill just $35 a month or so.

My account is for 22 H[redacted] Way, L[redacted]. I paid for 26 H[redacted] way. My account began in May 18th 2004, and ended Sep 29th 2011. At that time my tenant opened their own account for 22 H[redacted] Way and experienced the same problem, expensive bills and despair that I did. I am currently the legal owner of 22 H[redacted] Way. D** W[redacted] resides at 26 H[redacted], and has had an account since May of 2004 as well. We were both original owners of a Condo unit, duplex style.

On March 5th, 2013 I called SDGE and spoke to Representative C[redacted]. She said she would start my complaint, and have billing look into it.

On April 5th, 2003 I spoke to Rep J[redacted] and he said he would issue the refund, as my tenant received.

On April 10th, 2003 I spoke to Rep H[redacted], she said yes, the meters were switched, and request was made to re bill, but the cannot on an inactive account. I asked to speak to a supervisor, and then spoke to Ms. K[redacted] (858-[redacted]). She said she would look into it...and a refund check should me mailed to me.

I was out of the Country in Argentina from April 11th, until July 27th, 2013.

In August I spoke to Ms R[redacted], we agreed to have D** W[redacted] call SDGE , and grant me permission to have his account discussed with me.

On Sep 27th I spoke w Ms D[redacted] (first friendly representative) and I asked her to at a minimum, please tell me how much I should be reimbursed. In other words, what was D** W[redacted]'s usage and bill for the 7 years, compared to my usage and bill for the same time period. She said she would request that, and call me back. He direct line is 858-[redacted]. I have followed up a couple times with her, but never given an answer.

I inquired where I can send legal documents, a request for action from my lawyer:

I was told [redacted] attn: SDGE Custodian of Records,

Theft by deceptionDesired Settlement: I request a refund for the services that were never provided. I was erroneously billed for a substantially greater the average amount, and subsequently suffered hardship.

I would also appreciate a phone call, informing me that this matter is being resolved, before further of my time is dedicated to this issue.

Business

Response:

After an investigation, SDG&E will be rebilling Mr. [redacted] due to switch meters. It will take about 10 business days to complete the rebill. Mr. [redacted] will be receiving a check from SDG&E. SDG&E tried to contact Mr. [redacted]. A message was left with a callback name and number.

Thank you

Review: I do not have a smart meter for SDGE to read electronically over personal concerns and SDGE charges me monthly for not participating in the smart meter program. The extra fee for not paying for the smart meter logically includes the requirement to read my meter for monthly use. My December bill from SDGE includes a gross favor in their favor as they "estimated” my bill for 1500 kilowatts of use, about the highest I ever use in the summer with the AC running. My energy reduction for the winter was apparent in my November bill as it was $299.00 for 928 kilowatts excluding the gas bill. My most recent bill was for about $550 and was estimated for 1500 of kilowatts of power according to the bill as of 1-4-16, yet my actual meter as of 1-15-16 was for 41,271, only 1404 kilowatts higher that their reading 12-2-15 for 39867. The over estimation grants SDGE money well before it is earned and presents a concern in the event they fail to perform the future service or become insolvent, complemented by the additional concern of the legality of billing for a product that has not been consumed or possibly even accepted. The idea of billing an estimated amount in the most favorable form for the business owner (SDGE) and against the consumer is deeply troubling to me. I doubt SDGE would be willing to accept the lowest monthly payment during the last 12 months as the estimate, a simple solution since SDGE failed to perform the job and check the meter would be to use the average kilowatt use during the last 12 months, or the prior December's use as a realistic estimate of the bill. The idea of over-billing in a best case scenario for them, after they have failed to perform part of their job, would lend precedence to more businesses to under-perform and over bill in their own favor.Desired Settlement: A more normal estimate of electricity use by considering the prior year's use as the estimate for that month or the monthly average be used versus the highest recorded use.

Business

Response:

Review: I lived at [redacted] from 7/15/12-7/15/13. I called SDGE and requested termination of my account on 7/16. I received a bill in August with billing past the termination date (into August). I called and spoke to a representative who said the bill would be adjusted and a new final bill would be sent. In September I received a new bill that was not only NOT adjusted, it contained additional charges. I again contacted them and requested a new bill, which they said would be adjusted and sent. In October I received a call from the collections department of SDGE stating my bill was past due. I explained the situation to the representative, who offered to transfer me to customer service - which I declined as I was at work and simply requested my adjusted final bill be sent to me. Again, I received nothing. I recently received a notice from my credit reporting agency that an entry had been made on my credit history. Upon calling SDGE, the response I received was "You were called again on 11/15, and no one answered." They admit that no message was left, and when I asked how I could possibly know they called they provided no answer. I offered to pay the bill in full (including the extra charges) just to end the whole affair in return for the entry on my history being removed, which they refused. A request to speak with a supervisor was deferred and I was told I would receive a call back, which I have not yet received. Furthermore the representative I spoke with on the phone was not helpful, repeating "You were called on 11/15" over and over again (despite admitting that no message was left, and an additional attempt to contact me was not made).Desired Settlement: Removal of the negative mark on my credit history in exchange for payment of services.

Business

Response:

SDG&E spoke to Mr. [redacted] and explained if he paid off the balance, SDG&E would remove the negative mark from his credit report. Mr. [redacted] agreed and will be mailing in the check to SDG&E.

Thank you

Review: On 11/11/11, as the final inspection of my new solar electric system (installed 9/24/11), an SDG&E inspector came and shut my system OFF (or failed to turn it ON) with a shut-off/breaker switch that was located inside a locked SDG&E box on the outside of my home in San Diego. I had no way of knowing he had done so nor that a shut-off even existed inside that box. He left a message that my system passed inspection.

After a couple of billing cycles after 11/11/11, I realized that my system was not producing energy. After several contacts w/ and visits from my solar installation company after that date, we determined that it was due to the shut-off that SDG&E's inspector made (or failed to switch to the ON position).

I filed a claim w/SDG&E on 4/10/12 and was phoned and told they'd have to research the issue. I have since initiated email contact w/ them again on 4/13/12, on 8/1/13 (provided photos of locked SDG&E box in question), on 9/17/12 (supplying them with a chart I laboriously prepared of all my electric usage since 11/11/11), and on 2/22/13 wherein I demanded payment from them of $1,000 because as I calculate it, they owe me over $550 in lost electricity from their action/inaction and it seems clear to me that they are wrongfully delaying and thereby wrongfully denying my claim.Desired Settlement: $1,000. Resolution of this claim.

Business

Response:

Locking ring was place by SDG&E as Ms. [redacted] indicated. Ms [redacted] did have access to her panel, unfortunately she didn’t know how to open the panel. Ms. [redacted] was present during an inspection and the SDG&E Tech showed the Ms. [redacted] how to access her panel. Ms. [redacted] or solar contractor failed to turn on service. Ms. [redacted] indicated that the soalr contractor never touched the panel. SDG&E explained to Ms. [redacted] that the panel was installed by her soalr contractor not SDG&E and it’s the reasonability of the solar contractor or owner of the property to turn on the power button since this is customer property.

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint until, as promised by [redacted] at the inspection on 3/14/14, I receive a copy of the final approval letter that was supposedly sent to my installer and/or myself on or around the 11/11/11 final inspection AND a copy of the door hanger (generic is fine) that the final inspector handed to me on 11/11/11.

Review: I moved to my current address ([redacted]) on May 14, 2014. I have received 4 bills from SDG&E in this time. In June, my usage was 499 kWh and $111.64. The issue began in July when I received a bill for $379.48 and 1,185 kWh of usage. I had not changed my usage whatsoever, so I contacted SDG&E and asked that they come out to ensure my meter was working correctly, and they blew me off stating that it's summer time and everyone is experiencing increased usage. I was upset and knew this bill was not correct, but I paid it. In August, I made sure to watch my usage extra carefully and was even out of town one of the weekends, however my August bill was even more at $489.70 and 1,436 kWh of usage. I have an 800 sq ft apartment, so these kinds of charges seem completely fraudulent. I called SDG&E again to complain that there must be something wrong with my meter, and was told my usage had spiked the night of Saturday 9/6 and morning of Sunday 9/7. I was out of town that weekend. At that point, they said they would schedule a call with a specialist. I spoke to the specialist on Tuesday 9/9 and he scheduled someone to come out to my apartment on Friday 9/12. I took the day off to be home, as requested for a 4 hour time window, to have this issue investigated and the person they sent out told me he was only coming out to make sure the meter I was being billed for was mine. SDG&E is not being at all helpful in trying to resolve this matter. I have not changed my usage at all, so I do not understand how my usage can go from 499 kWh in June to 1,436 in August. I refuse to pay for charges that are not mine as I'm being told my meter has shown usage when I have not been home and had nothing in my home running.Desired Settlement: I would like a refund for the charges paid in July that were not mine, an adjustment to my August bill for the charges that were not mine, as well as for SDG&E to correct the electric meter issues I am experiencing. Additionally, I would like a full investigation into SDG&E's billing practices, as their charges per kWh have gone up every month since May (which I don't understand how rates can change on a month to month basis) in addition to them adding a "Summer Electricity Generation" charge.

Business

Response:

Please see attached file. Complaint has been resolved in consumer's favor.

Customer Concern

Ms. [redacted] is contesting her electric charges during July and August 2014.

Company Response

5/14/14: Customer opened electric account for service at [redacted]

8/4/14: Statement for electric service from 7/01/14 through 7/31/14 issued with charges

of $379.48 for of 1185 kWh of energy.

9/5/14: Customer contacted SDG&E via email with concerns regarding the amount of

her bills. An Energy Service Specialist responded to the email by placing a call to the

customer. Voicemail was left with return phone number.

9/8/14: Customer called SDG&E. Her usage patterns were discussed. Customer

requested a meter test and was referred to a High Bill Specialist.

9/9/14: A High Bill Specialist contacted the customer and after discussing her concerns,

issued an order to verify that the electric meter assigned to [redacted] was

measuring the usage for unit #[redacted] and not another unit. The order was scheduled for 9/12/14.

9/12/14: Field service technician read electric meter and issued follow-up order to have

the meter tested for accuracy. He did not verify what unit was being served by the

electric meter assigned to unit [redacted].

9/15/14: Electric meter tested.

9/16/14: Complaint number [redacted] received from Revdex.com.

9/19/14: Energy audit conducted at property. Auditor discovered that the electric meter

servicing unit [redacted] was incorrectly identified. Correction request forwarded to SDG&E

billing department.

9/24/14: Corrected bill issued.

Reversed Charges

Billing Period Original Amount($) Corrected Amount($)

May 14, 2014 - Jun 2, 2014 4.26 30.77

Jun 2, 2014 - Jul 1, 2014 111.64 30.71

Jul 1, 2014 - Jul 31, 2014 379.48 60.41

Jul 31, 2014 - Sep 2, 2014 489.70 39.35

Total Charges $985.08 $161.24

Conclusion:

Ms. [redacted] contacted San Diego Gas and Electric after receiving an unusually high bill. At

the request of the customer, a meter test and a meter verification was scheduled.

Upon investigation, it was discovered that the electric meter measuring the consumption

for unit [redacted] was not marked correctly. SDG&E has adjusted the bill and made the meter

corrections so that going forward, Ms. [redacted] will be billed for her measured consumption.

The total charges were adjusted from $985.08 to $161.24, a difference of $823.84.

Ms. [redacted] has made payments totaling $500.38 leaving her a credit balance of $334.14.

(The $5.00 difference represents the charge for the account Service Establishment Fee.)

Ms. [redacted] may request a refund check by contacting SDG&E at 1-800-411-7343 or the

credit can remain on the account to offset her future bills.

SDG&E is in compliance with all tariff and rules which are filed and approved by the

Commission. For this reason, SDG&E respectfully requests that this matter be closed.

Thank you,

San Diego Gas and Electric

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. It is mostly accurate, however the Revdex.com complaint was submitted earlier than SDG&E indicated, and there was a person sent out to verify the meter prior to the Specialist coming out (at which time he told me the meter assigned to my unit was indeed correct, which conflicts with what SDG&E reported). Even when I contacted the Specialist, they tried to schedule me a month out, but he said if I could be home same day he could fit me in. The corrections were made to my bill, but this is the first I've seen about having to request a refund, which should be automatic. While I am relieved the issue should be resolved now, everyone I spoke to at SDG&E was extremely unhelpful, and even rude (aside from the Specialist [redacted]). It's taken considerable time on my part to correct their issue.

Regards,

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