Complaints
This profile includes complaints for San Diego Gas & Electric Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 112 total complaints in the last 3 years.
- 27 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've emailed ************************************** for assistance but have not heard back. My email states the following:I'm reaching out to confirm that both of my solar systems are properly registered under my NEM agreement. I have two separate systems: One installed previously (Solar City, now Tesla) and one newer system installed recently (Enphase).My Enphase system produced ***** kWh in February 2025, but that production doesn't appear to be reflected in my billing. My energy use is sitll showing nearly full reliance on the grid, and I'm concerned the new system may not be fully interconnected or credited.Can you please confirm:That both system are accounted for under my NEM account That production from both is being tracked and credited properly In the Enphase system has completed interconnection and is visible to you ---THe automated response I got back said it would take them 5 business days to get back to me. It's now been 7.
Business Response
Date: 04/24/2025
The customer was contacted, and their concerns were addressed.Initial Complaint
Date:03/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Today I received an email from a collections agency stating I owe SDG&E $592.87.I pay my bills on time, in full every month. I contact them thinking this has to be a scam considering they have my phone ************* I call & have the *** check the account from the address listed & she states its closed and I have a zero balance, it must be a scam.I then have her check the account ************ says its from a previous address and that I left an account balance of ****************, theres no way thats correct, Im asking for info on why I have never received an email or phone call before this was sold to a debt collector & for what time period.The property that I lived at was my employer, Im a Property Manager & the owners installed solar, the solar company took over a year to turn on the solar & get it going the entire year it was supposed to be on & I continued to pay my bill like all the residents.The energy program was contacted and backdated the bills giving the accounts a large credit.I left that job & moved to a new address, I continued having a credit for $2249.85 on that account. I was being billed for a separate & new account since I moved and I contacted SDGE & asked them to just take the payments for the new address out of the credits on my old account.They stated they dont do that and I needed to request a refund for a check to be sent out. That why my last payment was in August but I closed the account Nov. 3rd. I waited months to before requesting the refund and then they sent it out and after the account is closed they have gone back and charged my account $1524.94 after giving me a refund and closing my account out at a zero balance.I even continued living in *** Diego at the new address for five months after leaving the old address and paid that account in full.I have all my emails from 2023 & 2024 from SDGE how were they not able to contact me having my ************* number before this was sold to a collections agency.Business Response
Date: 04/07/2025
The customer was contacted and advised they will be updated once the internal investigation concludes.Initial Complaint
Date:03/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was enrolled in the *** payment plan. I made a payment on the due date this last month, and this plan was canceled the next day. I called the customer service team and they told me it was because of the time of the day the payment was made. This company is based in my time zone zone so this makes no sense. See attached payment and cancellation next day.I want to be enrolled back in this program so I can continue on the payment plan where I left off. If that is not possible I want the remaining balance canceled.Account is: ************** 4Business Response
Date: 03/05/2025
The customers request has been successfully addressed.Initial Complaint
Date:02/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
SDGE hasn't charged me since Nov 2024 for my bill. I am on autopay. I called customer service and they fessed up their billing department is incompetent and made an error, completely failed to notify their customers, and even failed to notify their **** of the error. It affected their customers on the level payment plan. Why are we paying these prices if SDGE can't even bill accurately? Why did it **** * months for them to realize the mistake? Why was there notice to us of the error? Why is SDGE completely incompetent? Will their leadership team be terminated for their incompetence? Will their bonuses be clawed back?Business Response
Date: 03/04/2025
Customer contact was unsuccessful. A voicemail was left for the customer with direct contact information if further assistance is needed.Initial Complaint
Date:02/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Please have your contractor return to my property at ********************************************************* immediately--before the rains forecast for Monday-Wednesday, March 3rd-5th--to finish the job they started yesterday, Friday, February 25th. Two issues: One, they left a probable leak in my roof that could allow water to flow into my house when it rains. I'm asking for them to return immediately and resolve the issue properly to avoid leaking. Two, they left a cable lying on the ground that needs to be removed immediately to avoid falling and hurting oneself. That is, rain will render the ground muddy and slippery potentially causing a fall. Again, please address these issues immediately, before water damages my house or someone falls gets badly hurt.Business Response
Date: 03/05/2025
The customers request has been successfully addressed.Initial Complaint
Date:02/13/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Per a phone call on February 13, 2025, SDG&E knows that the meter on my house has not communicated with their network since October 14, 2024. They have been charging estimated usage since that date, culminating in a 228% estimated increase year-over-year of usage on my February bill. Per the phone call, there is no estimated time to repair my meter. As of right now, theres no mention of a refund. It seems that my only option is to defer paying my bill, but there doesnt seem to be any way to know how much electricity was used by my house since October 14.Business Response
Date: 02/25/2025
The customer's account has been rebilled.Customer Answer
Date: 02/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, 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,
****** ******
Initial Complaint
Date:02/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My electric bill skyrocketed from $400-$500 to an outrageous $1300.00!!! This is absolutely absurd. It's clear that this company has no regard for its customers. The greed and carelessness in passing on fines, repair costs, and every other expense to hardworking, middle-class people is shameful! People are already struggling with the high cost of living, barely managing to afford rent, and now we're burdened with these massive, unexplained charges. It's unconscionable to make families pay the price for their mismanagement especially when they are on a fixed income. Ive never felt so helpless. This company needs to be held accountable for how theyre taking advantage of the very people who rely on them the most.Business Response
Date: 02/18/2025
Customer contact has been unsuccessful. The customer was left with a voicemail and a contact phone number to call back for further assistance.Initial Complaint
Date:11/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have an analog meter which is to be read every other month, no one has been coming out to read it they are estimating my bills I have called and was supposed to have someone coming me out 11/21 , no one came out I was home all day. Someone is getting paid to do nothing. The last time someone physically came out was in March.Business Response
Date: 11/22/2024
Customer was contacted and addressed the program guidelines.Initial Complaint
Date:11/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In summer of 2021, we entered into a contract with ****** for solar energy to cover 131% of our electricity usage (as stated by ******). We provided the documentation ****** requested, asked a lot of questions, and were assured that we should no longer see an electric bill from SDGE. We had our Solar system installed, and began paying the monthly bill in September 2021. We did see a decrease in out SDGE bills and we were mostly only paying for gas usage and SDGE fees for "electric delivery" even though our bill showed we were not using any power from SDGE. For 2.5 years, we paid our SunRun bill monthly, and our SDGE bill monthly. In May of 2024, SDGE sent us a bill for $3,800 and said we needed to pay it immediately. I spent several months going back and forth with SDGE management investigating our situation. They stated that we had been receiving bills for the wrong meter and that we had been receiving incorrect bills for the past 2.5 years. It was determined that the meter number was entered incorrectly either before we bought our house or when our electric box was upgraded by SDGE in order to get SunRun solar installed. SunRun and SDGE worked together directly to do this, and we were not asked to submit any paperwork or anything. It was determined by SDGE that this was no fault of ours, though they weren't sure what had happened. The manager I spoke to said they were going to credit our account for the amount billed and we would not be responsible for it. Later, in September 2024, we received another bill for $1,900 for electric usage over what our solar produced. When we received this outrageous bill from SDGE they "cancelled" all of our previous bills and payment history and we are not able to access any of it. We are being charged for ****** and SDGE errors and have serious concerns about the way they are handling business and customer accounts.Business Response
Date: 11/15/2024
The customer was contacted, and their account will be reviewed thoroughly.Customer Answer
Date: 11/16/2024
SDGE called to try and resolve the issue. They did not resolve anything and continued to tell me that this was a bill I was responsible to pay for. They did not acknowledge their mistake or address the issue of continued bills being sent to me when I was told we would be credited and not responsible for their mistake. Additionally, there is no resolution that I have a solar system that was based on SDGEs mistake and does not meet production we need for our average annual usage (hence the large bill for usage over solar production once SDGE realized their incorrect meter billing mistake and charged me for it). We continue to receive re-bills from SDGE, they cancelled our access to all prior bills and payments, and we have a solar system that is a waste of money and doesnt meet our need.Business Response
Date: 02/03/2025
The customers complaint has been routed to the appropriate internal department for further assistance. A voicemail was left for the customer detailing the next steps for their complaint.Initial Complaint
Date:10/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 17, 2024, I filed a claim (Claim #******) with SDGE requesting compensation for lost solar production due to a known power grid regulator issue on your end. This issue, present since early 2024, caused excessive voltage (>260VAC) to be delivered to my address intermittently over a six-month period. As a result, my solar inverter frequently shut off during these times, leading to an estimated loss of 500 kWh in solar production.Despite multiple attempts to follow up, I have encountered ongoing difficulties in communicating with your claims department. My calls to the departments direct number *************) have gone unanswered and routed to voicemail. I contacted SDGE customer service for assistance, who connected me with a representative named ****** *******. On August 12, he requested the same information I had previously submitted, and I have since received only one email from him on October 1, stating that he was awaiting a response from the billing department.Over the last four months, I have sent over ten emails and made numerous direct calls to Mr. ******** none of which have received responses. The only progress occurs when I involve an SDGE customer service supervisor to reach his supervisor.After four months, I reached out to express my frustration with the lack of response and resolution. I reached out for an update on this matter and a timely resolution, ideally a credit applied to my account for the lost solar production that could have been delivered to the grid.I need help in getting into the SDGE machine to resolve this claim.Thank you for your attention to this issue. I look forward to hearing from you soon with an update.Business Response
Date: 10/28/2024
The customer was contacted and was provided with an update regarding their inquiry.
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