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Complaint Details
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Initial Complaint
08/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After our daughter moved out of her apartment in **************************, we received her final electric bill in the mail. This was paid in full via a cashiers check. Despite paying the balance in full, her auto pay continued to to take money out her checking each month. Finally in July, after multiple attempts to stop these payment, we were told by a representative that the account was closed and the auto payments would stop. It is August and now we have received notice that the account we have paid off in full has been sent to collections. As I type this, my wife has been on the phone for an hour with San Diego Gas and Electric try to clear this up again. She asked to speak with a supervisor and are being told one is not available.
Business response
09/03/2024
The customer was contacted, and they confirmed that their inquiry has already been resolved.Initial Complaint
08/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am unable to login and pay my bill. SDGE switched the payment website and I am unable to login to the new one or create a new login. The phone number that the website gave to call for help was useless and I was unable to speak with a person. I need to speak with someone who will help me before my next bill is due.Business response
08/09/2024
A voicemail was left for the customer, containing direct contact details for callback if further assistance is required. The customer successfully completed their request.Initial Complaint
07/23/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Account: ************* Due to unusual circumstance, I had to move from The Viridian to *****************************************. I qualified on an income basis for a discount. This discount information wasn't transferred, but the balance was. I wish to have the discount applied to the $158.52 and refelected on my balance.Business response
08/01/2024
Attempts to contact the customer have been unsuccessful. A voicemail containing direct contact information was left for the customer to return the call.Initial Complaint
07/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Bill ****** is not saving my payment information. I've have done this hundreds of times, I've asked SDGE support about it and it's still an issue and now I am very upsetBusiness response
07/22/2024
The customer was contacted and was provided the correct contact information to resolve their issue.Customer response
07/22/2024
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,
***************************
Customer response
08/05/2024
Attempted to reach out to Bill ****** with no success. I do not agree with this type of customer service. I am paying for my gas and electric and I want my issue resolved. If I cannot contact Bill ****** then it is the responsibility of SDGE to ensure that the customer is receiving proper and adequate customer service. Currently I am not receiving this level of customer service. There is no way to schedule a payment, I have to either pay now or keep track of the due date. My payment methods are not being saved. Again I have already attempted to contact **** ****** with no success. I will not continue trying to reach out to someone who will not answer, that is not proper customer service. I will also be reaching to any community leaders and advocates in *** Diego as this is not acceptableBusiness response
08/09/2024
The customer has been contacted and given the customer support phone number for the third-party company.Initial Complaint
05/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
San Diego Gas & Electric Company is performing a gas upgrade conversion in the ****************************. They are responsible to upgrade the gas plumbing under our mobile home and establish gas service from the **************************** to San Diego Gas & Electric Company. The cost of this work was to be nothing according to their brochure with certain exceptions.According to *********************, ****************** Home Park Manager, San Diego Gas & Electric Company ordered its workers and subcontractors to stop all work on our mobile home on April 30, 2024, because I requested a detailed price quote and Unconditional Waiver and Lien Release once the work has begun. Pursuant to California BUSINESS AND PROFESSIONS CODE - BPC, Section 7159, I am legally entitled to these documents.San Diego Gas & Electric Company's action of refusing to complete the work is considered discriminatory. Also, it is considered retaliation.My guess is San Diego Gas & Electric Company does not want to complete the work and provide an Unconditional Waiver and Lien Release is due to the fact they have unpaid subcontractors and suppliers. Regardless, I have every legal right to request a price quote and Unconditional Waiver and Lien Release pursuant to California BUSINESS AND PROFESSIONS CODE - BPC, Section 7159.San Diego Gas & Electric Company has, and continues, to violate BUSINESS AND PROFESSIONS CODE - BPC, Section 7159, by refusing to complete work on my mobile home and provide a price quote and unconditional waiver and lien release. San Diego Gas & Electric Company needs to comply with BUSINESS AND PROFESSIONS CODE - BPC, Section 7159, and provide a price quote and complete the job. Otherwise, I will be forced to contract an independent contractor and bill San Diego Gas & Electric Company to complete the work.Please resolve as soon as possible.Business response
05/13/2024
Customer was advised they will receive an update regarding their inquiry.Customer response
05/13/2024
SDGE needs to resolve the problem immediately. SDGE is acting in the capacity of a general contractor. This involves a gas conversion upgrade of a mobile home park. As such, they are required to comply with California Business and Professional Code, Section 7159. They are required to submit a written quote for the work to us the consumers of a new gas line to be installed under our mobile home and a waiver and unconditional lien release once the work has begun. The work began the minute they sprayed the road where the new gas meter was to be located.
Refusing to complete the work because we requested a price quote and a waiver and unconditional lien release is illegal and considered retaliation. A general contractor is required to furnish these written documents pursuant to California Business and Professional Code, Section 7159. It is the law.
SDGE's delay of this matter is just a stall tactic.
Business response
07/17/2024
Customer request was referred to the appropriate internal department.Initial Complaint
03/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
SDGE relocated my gas line (a project that took almost 6 months to complete), they didn't have a record on who completed the work and they were asking me who of their "employees or contractors" came to do some of the work. After the relocation of the gas line, they left the concrete unfinished and never came back to complete the work. The management of the project was a complete mess. I would like to know if they are thinking about coming back to completely finish the job.Business response
03/21/2024
Customer was contacted and their request is being investigated.Initial Complaint
03/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In January of 2024 we completed a home addition project at ************************************* that was fully approved and permitted by the City of San Diego. It is now March of 2024 and our home still has no electrical power connection. After 2 months of excuses and delays from SDG&E, the company is now refusing to connect our home to electrical service.SDG&E has cited safety concerns in their refusal of service. The company has provided us the CA measurement standards and has stated that our home is not in compliance according with their own measurements. We know that the company has not been on the roof of our home, nor have they climbed the adjacent power pole to take accurate measurements. In turn we have provided photographic evidence and measurements to the company which shows that home does in fact meet compliance standards.SDG&E has failed to take accurate measurements of their infrastructure and our home, and is refusing to provide us service based upon those inaccurate measurements. In the meantime our home has been without power for multiple months due to SDG&E's negligence. During this time SDG&E has continued to bill us for administrative, connection, and delivery fees while we physically do not have an electrical connection.We are a family of 4 with 2 small children and this is the only house we have to live in. We currently have no ability to cook food, refrigerate food, or make hot water within our house. Nor we do have the ability power the lights within our house or power basic electronic appliances. We are simply asking SDG&E to reconnect our house to grid as they are required to do. There is no other utility provider in San Diego, they must exercise due diligence and act.Business response
03/21/2024
Customer request is being addressed by the appropriate department.Initial Complaint
02/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Service address: ************************************************************** ************ SDGE ACCOUNT NUMBER ************** 2 My gas meter was replaced on 4 January, 2024. The New meter number is ******* / ********** [both numbers appear on the meter]. Today is 15 Feb 2024; so the gas meter was replaced 42 days ago. Yet SDGE is still billing me with the old meter. The SDGE website is still [15 Feb 2024] showing the old meter number ****** as my gas meter number, and billing me with the old (and therefore wrong meter; ****** is the meter number prior to 4 January 2024.). I have contacted SDGE multiple times in January and February of 2024 about SDGE using the wrong meter for billing.Business response
02/27/2024
******** was contacted and their billing questions were answered.Initial Complaint
02/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The company sends us all how we are doing with our electric and gas usage, which is fine.Except when they send you a SPECIAL Letter stating that you are USING MORE *** THAN THE AVERAGE HOME OWNER!The FACT IS, WHOEVER SENT THIS OUT IS AN IDIOT AND HAS NO CONCEPT ABOUT HOW PEOPLE LIVE.I AM SINGLE, 76 YEARS OLD AND SPEND A NOMINAL AMOUNT OF *** COOKING , DRYING CLOTHES, USING HOT WATER.THE FACT IS, THESE "THANKLESS WATER TANKS" HAVE TO USE *** TO HEAT THE WATER, WHICH I DO NOT LIKE.THESE TANKLESS WATER HEATERS USE MORE *** THAN THAN AN ELECTRIC ONE WOULD.I USE EXACTLY WHAT I NEED AS A SINGLE INDIVIDUAL, NO MORE, NO LESS.SDGE SHOVED THESE TANKLESS WATER HEATERS AND THE *** ROOM HEATERS ON US AND THEN HAVE THE FREAKING NERVE TO TELL US TO STOP USING IT???WHAT KIND OF IDIOTIC LOONIES RUN THIS COMPANY???HOW DISGUSTING!!!TO SDGE: DO NOT, I REPEAT...DO NOT SEND ME ANOTHER OF YOUR USELESS, MONEY WASTING LETTERS INSULTING ME AS A CUSTOMER!Business response
02/05/2024
Per the customer's request, their preference has been updated.Customer response
02/05/2024
I would prefer a letter from SDGE apologizing for insulting and abusing me as a customer and vowing to review their idiotic marketing policies an processes
Also, I never mentioned my dryer which uses what????***!
In addition, my tankless water heater supplies my kitchen hot water. In addition to sinks and shower.
IF I HAD MY WAY, THE *** PORTION OF MY UNIT AND ALL THE HOMES SDGE SERVICES WOULD BE CHANGED TO ELECTRIC
Initial Complaint
01/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I called with an outage issue. They sent a technician out, the technician let me know he could not see anything wrong on his side but told me to call back if it went back out, they would come back out. It did, so I did. Then I was told it was my responsibility but if it went back out to call. This was said on a recorded line. Then it did so I called back was woken up in my sleep just to find out that there is nothing SDG&E could do and to call an electrician. I originally called at 5 or so, the tech came out at 6 something. I could have tried to do something about it then but instead followed the companies instructions both times, which made the issue much worse and my frustration and stress at an all time high. As a customer I did exactly what I was told and was told 3 different things, which has caused now a much more serious issue since my fridge has now been out for hours.Business response
01/31/2024
Customer was contacted and apologized for the inconvenience.
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Customer Complaints Summary
129 total complaints in the last 3 years.
23 complaints closed in the last 12 months.