ComplaintsforPuget Sound Energy, INC.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There were steel plates that were installed a couple weeks ago in front of 717/************ E. These steel plates have been terrible as it makes a loud noise every time a car passes by, and thus has impacted my hospitality business. We already have a cancellation mid-stay which cost us $800 dollars, and it may cost us another $1500 as we have to block out the days until the steel plates are removed. Can PSE please remove the steel plates as soon as possible, or provide us with some sort of alternative or mitigation that can help us sleep at night?

  Business response

  11/17/2023

  Dear **************,
  

  Thank you for taking the time to share your concerns with the steel plates placed in front of your business. Unfortunately, per the city, due to the location of the trolley lines we have been limited to completing the work needed only on the weekend. With that said, our contractor,Infrasource, is planning to be onsite tomorrow, November 18, 2023, to remove the steel plates, weather dependent. PSE and Infrasource are monitoring this issue closely and are working to resolve it as quickly as possible.

  Thank you,
  ************;

• Initial Complaint

  11/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account #:************ I moved from **** st into another apt complex (same land lord) on April 28 of this year, transferred my utilities to ***** St ( thought everything was OK until I was getting double charged and I was still being charged for my old unit even though I always pay by **** in full no matter what, my due dates kept being changed and couldnt understand why I was being double charged for months. I talked to my land lord and they even called on my behalf to figure out what the deal was and to help resolve it. Eventually, I was credited aporx 283 out of 479 that I was over charged, but not all of it.( I'm low income on SSI/ SSDI disability) I live alone and my electric bill is so high and I'm being billed 2x month I paid ****** on Oct 12 then another51.93 for Oct 21 thrubnov 9= roughly $175 And I haven't started using the heaters yet even though it's gotten as low as 22F recently

  Business response

  11/02/2023

  Dear ************,
  Thank you for taking the time to share your concerns. I have researched both accounts and want to provide you with my findings. I hope this information will help to clear up any confusion you may have.
  

  The old account on **** St. was originally billed through June 8, 2023, which is when a different customer transferred service into their name; we had not previously been notified to end your service. On June 27, 2023, at the request of your landlord, we corrected your stop service date to April 30, 2023, and issued you a corrected bill in the amount of $78.50. This was for charges billed between April 6th and April 30th.Prior to this, your last payment in the amount of $124.32 posted to the account on May 3, 2023, for charges billed between March 7th and April 5th. We show the balance on this account was paid in full on July 20, 2023. We do not show that an additional correction is needed or that the account is still being overcharged.
  

  The new account on ***** St. started on April 28, 2023. I reviewed the usage billed for this address and found that the system estimated the August 4, 2023, meter read and unfortunately, estimated the read too low. I believe the timing of this estimated meter read is correlated with the change in your bills due date. At your request, we changed the bills due date on August 3, 2023, and it impeded the systems ability to capture an actual meter read for billing. When we did obtain an actual read the following month, the usage billed included what was underbilled the previous month. This is the reason why you were billed $122.90 for what appeared to be a single month. I do see that your usage is slightly higher than the previous resident at this address however, it is not completely out of line. Looking at the daily meter reads for your account, there does not appear to be any issues and we are receiving actual reads every day.
  

  We would recommend that you monitor your daily usage on PSE.com and/or speak with an Energy Advisor to discuss the energy consumed and ways to save. Our Energy Advisors can be reached at **************, Monday through Friday from 8 a.m. to 5 p.m. 
  

  Sincerely,
  *******

  Customer response

  11/03/2023

   
  Complaint: 20814185
  
  I am rejecting this response because: I did I did do a transfer service my landlord didn't sign off on that for some reason whatever which is hence why they called the PSE PS to let them know that there was a mistake and that there were admitting that they hadn't taken care of their end for the transfer service I did transfer the service and I couldn't understand why I was being double charged because I was being double charged on my account was being charged for web Street along with ***** Street where I moved to I was credited some back but I don't believe I was credited all back and I don't understand yeah obviously my bill went up because the rights went up had it not been for ******* the receptionist that works at ***************** had she not gone through my charges to help me find what I was being overcharged and actually they made the call in on my behalf I wouldn't been credited anything back but there's still an amount of a couple hundred dollars which may not be a lot to some people but for me it is a lie because I am very low income I'm very limited income being on social security and disability I did contact their energy advisors I did apply for some of their programs there's no funding for one of the major ones where you can get up to $1,000 credit I don't I don't qualify for that because they ran out of funding I tried to do weatherization apparently I don't qualify for that program either I was approved however for just I got the confirmation yesterday that I was approved to get 20% off my next upcoming bill
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9//9/23 ********** went out at my home. When it came back on my kitchen stove was damaged. The control board and oven were not working. I filed a claim with PSE. Two employees who took my claim told me matter of factly because of some regulation PSE might not be liable for damage caused by the power outage. That is not right! if I go out and harm someone or cause damage to property I would be liable for that. So should PSE with no exception. The only service they provide is power and it should be safe power. If they damage customers property they should be made to restore property damaged!!The two employees while taking claim didn't even listen/so busy saying PSE would not be liable.It made you think PSE doesn't think much of their customers!I am requesting PSE come and see the damage they caused. and remedy the situation.

  Business response

  09/18/2023

  Dear ****************,
  Thank you for taking the time to inform us of your experience in filing a claim after your equipment was damaged due to a power outage. I have investigated the matter and found that the power outage was caused by a squirrel getting into the transformer. The first Claims Representative that you spoke with wanted to make you aware of the possible outcome as we must abide by Electric Tariff Schedule 80, Section 12 that states PSE is not liable for any disruption in service or for any loss or damage that is a caused by an event that is beyond our reasonable control. The second Claims Representative that you spoke with asked if you had any questions regarding what the first Representative had told you and based on your response, she tried to explain the general concept of this Tariff more in depth. Both Representatives informed you that despite what the Tariff states, a full investigation would take place to ensure the proper outcome for your claim. PSEs mission is to provide safe and reliable power. With that said, this power outage was sudden, unexpected, and beyond our reasonable control. The rules and regulations we must adhere to as regulated utility establish guidelines for how we do business. We apologize that we cannot accommodate your request and replace your equipment. If you feel PSE is out of compliance with the rules and regulations we must adhere to, you have the option to file a complaint with the **************************************************. Their phone number is: ************** and their address is: ***************************************************************************
  Thank you,
  *******

  Customer response

  09/21/2023

   
  Complaint: 20590417
  
  I am rejecting this response !
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying since May 2022 to build a single family home in unincorporated King ******* Puget Sound Energy has lost my project many times and has caused numerous documented delays to the extent that permits I have obtained will now expire before the projects completion which will cost me more money. They continue to cause delays are not responsive in their emails back. I keep getting the run around.

  Business response

  09/19/2023

  Thank you for taking the time to share your experience with us. I have consulted with our ************ Services team who provides the following information: After initial delays due to the project manager having to go on extended medical leave, PSE has been in regular contact with the customer since December 2022, exchanging hundreds of emails. The project schedule extensions have been primarily due to two significant scope changes and disagreement over the pole locations. Both scope changes, shifting from underground to overhead service and the customer changing the meter location, were discussed with and agreed to by the customer. Each scope change added 1-2 months to the project schedule. The customer also did not initially stake the pole locations as designed or properly identify the property corners. Negotiating the pole location and getting the ***************** staked required significant discussion between the customer and ********************, which added another month to the project. The electric service connection is scheduled for 9/20/23, which PSE shared with the customer on 9/5/23.

  Customer response

  09/19/2023

   
  Complaint: 20584565
  
  I am rejecting this response because: Customers should not have to wait over a year for services to be set up on a property with existing services. It should also not cost over $10,000. The original request was submitted to PSE in May of 2022 and they closed the request without reaching out for the information they needed. Then I was given the run around for months by numerous people at PSE who kept telling me they would escalate the issue or notify a supervisor and was told that those messages were never sent on like I was told. My property was properly staked, a neighbor removed ONE stake which was still marked by the hole in the ground and was promptly replaced.  House was properly staked and it took **** a week to go look at it.  PSE attempted to stake the permanent pole directly in front of my front door! **** told me to move it where I wanted so I did. He disagreed with the location and continued to complain about a tree on my property causing unnecessary delays. My project has been handled poorly from the start which is costing me more money to extend permits that were requested months after PSE was notified.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a thermostat on Amazon after reading that PSE was offering a rebate of up to $75. The total cost of the purchase was $65.98 plus tax which included the thermostat and an adapter needed to make the tstat work. I submitted the requested information and was only credited $51.81. Upon inquiring about this, I was informed that the rebate was for the tstat only and not accessories. However, the tstat would not work without this adapter at my house. The purchase was for both the adapter and the tstat and then had a "deal of the day" which reduced the total price to even below the $75 level of the rebate (even after tax). Had I purchased only the tstat, that was $79.99+tax, I would have received the full $75. The main issue is that the terms of the rebate do not state that it does not include the required adapter. For my house anyways, this tstat is nonfunctional with the adapter. I explained this to customer service who then passed it along to management and I was informed they will not be issuing a credit for the difference. The rebate is the only reason I purchased this tstat and I feel deceived. I want to make sure that other customers are not pulled into this trap and get short changed as well.

  Business response

  09/01/2023

  Dear ****************,
  Thank you for contacting Puget Sound Energy regarding a rebate you received for your new smart thermostat. We are sorry to hear that the thermostat chosen and purchased required an additional part that is not covered by the rebate. Unfortunately, some manufacturers require an additional part in order for their thermostat to operate. We understand the frustration this has caused you due to our website not clarifying that the rebate would not cover anything other than the thermostat itself. We appreciate you bringing this to our attention and will consider adding verbiage to our website moving forward.
  Thank you,
  *******

  Customer response

  09/11/2023

  Hello,
  
  Unfortunately, I missed my initial time frame to respond but would still like to reply to the business. The email states I may email in my response if still unsatisfied with the response from the business. 
  
  As they confirmed themselves, their rebate did NOT state that it would not cover the wire harness required for the tstat to properly function: 
  
  "We understand the frustration this has caused you due to our website not clarifying that the rebate would not cover anything other than the thermostat itself. We appreciate you bringing this to our attention and will consider adding verbiage to our website moving forward."
  
  While I do appreciate them acknowledging this, this does not resolve the issue of me being deceived by the rebate. It may help future customers from going through the same situation, but does nothing to help me in this situation. To resolve this case, I am open to one of two outcomes:
  
  1) I receive the additional credit which I am owed of $20.77; Again, if I had purchased only the tstat at full price, I would have received the full $75 rebate as the full price was higher than that. The total I am requesting is even less than what the maximum rebate amount is. 
  
  2)  the business allows me to return tstat to Amazon for a refund. I don't know however if this is a viable option as the return window has expired and I will need to contact Amazon to see if they would ***** a return extension. I would need to uninstall the tstat and reinstall my original one which of course would create more work for me. 
  
  Either way, I should be entitled to the additional credit or be allowed to return it for a full refund. Based on my calculations, I was shorted a credit of approximately 40%. As Amazon may not allow the refund past its return period (as it took longer than that to receive the credit I did fro PSE), and I will need to reach out to them for an exception, this is not the preferred method.  The ideal resolution is to issue the credit that I should be entitled to. 
  
  Thank you, 
  ****
  

  
  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Built and completed an 1.8 million dollar home at ********************************************************************. Applied for PSE power January 18th, 2023. The home has been completed for 3 months and unable to sell whilst waiting for PSE to connect power. We were told they were having issues within the company. Still no word when they will be able to connect power. Before the new construction they supplied power to an existing home with the same address. This is causing us to lose an exorbitant amount of money each month. May look into a lawsuit at this point.

  Business response

  09/08/2023

  Dear ********************,

  Thank you for informing us about the delays in having the electricity connected at your newly built home. Our C&SP group has researched this matter and provides the following information: The project manager and engineer assigned to this job were new to electric projects and did not fully understand the project scope,resulting in delays of this project. The project manager has engaged a senior project manager to move the project forward. In reviewing the project with the senior project manager, it was determined that easements would need to be obtained from the customer and their neighbor due to the location of the pole.It was also determined that a permit from the ****************** would need to be obtained and a traffic control plan created.

  The project manager engaged PSEs real estate department in regards to the need for an easement on 8/31/2023 and the traffic control plan was completed on 9/1/2023. On 9/5/2023 the project manager, senior project manager, the customer and the customers builder met on site to discuss the easement requirement and the path to move the project forward. On 9/7/2023 PSEs real estate department sent the easement documents to the customer and on 9/8/2023 the permit request was submitted as a rush to the ******************.PSE apologizes for the previous delays on this project and the project manager will continue to keep the customer updated with the project status and will expedite the process wherever possible.

  Sincerely,

  *******

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The service address was *********************************************************. This home was sold on 11/12/2021. I was advised that escrow handled the disconnection. I never notified PSE yet somehow the address was changed to a place in Monroe that did not even have a mailbox and was land I had purchased. This is an indication that escrow did reach out making PSE aware that I was no longer at the service address. I was unaware I was still being charged. I have paid all charges through when the home sold. If you review all the bills there was not even any usage. This was just a monthly connection fee. Literally zero service was ever used and this is reflected on every billing statement. I am requesting all billing either be changed to the new owner who actually has the connection or completely credited from the time I sold the house and when it was disconnected in my name. There was zero usage and I was told this was disconnected in escrow. I am happy to provide the settlement statement from the sale or if you just ****** the address you will see the last sold date.

  Business response

  08/28/2023

  August 28, 2023

  
  Dear **************,

  
  We have reviewed your account at ******************************************************************* and as a courtesy approved the reversal of the unpaid charges by changing the end date on your account to 11/23/21.
  We are sorry that you were misled by Escrow when you sold the home.  Escrow does not end service for private utilities, they only ensure that the utilities that would result in a lien on the property are paid.  PSE is a private utility and we do not place liens for unpaid utility bills nor do we hold new owners responsible for the previous owners unpaid bills.  PSE Customers must contact us to start and stop service. Service was ended in your name effective the date you notified us which was 6/23/23.  Following is the rule that we must comply with as a Regulated Utility. 

  
  WAC ********** / Disconnection of Service
  (1) Customer-directed. The utility may require customers to give at least three days' advance notice of customer-directed disconnection prior to the date the utility must disconnect service. The customer is not responsible for usage after the requested date for disconnection of service, provided the customer gave the utility the notice required in this rule and the utility's tariff. If the customer moves from the service address and fails to request that service be disconnected, the customer will be responsible for paying for service taken at that service address until the utility can confirm the date that the customer vacated the premises and the utility can access the meter, if necessary, or that a new responsible party is taking service at that address.
  Our records also show that our ******************** left two voicemails for you to advise you of mail being returned by the Post Office.  The first voicemail was left on 8/10/22 and the 2nd voicemail was left on 12/13/22.  The phone number the voicemails were left on was ************. 

  
  Additionally, the mailing address was updated on 1/6/2023 from the service address to ********************************************************** per the post office putting a yellow forwarding address sticker on your mail returned. 

  
  If you have any additional questions,please contact our ******************** at **************.
  
  Sincerely,
  PSE ************* Leadership

• Initial Complaint

  08/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A few months ago, I received a series of calls from PSE regarding overdue bills that had to be paid related to an old ******* address. It was a house that we sold in 2016 and have no connection with that property. We had rented out the property between 2008 and 2016. That means that we had closed our account with ******************** since 2008. Now, they claim that the billing reversed back to us, even AFTER we sold the house. They claim we owe $1302.43 in 2022. I spoke to a supervisor a month or so ago and she assured me that our billing would be $0. Yet, I received two bills so far that request $1302.43 with the threat of being taken to a collections agency. We want this issue to be resolved, not owe them anything and for them to stop harassing us.

  Business response

  08/08/2023

  Dear ****************,
  

  Thank you for contacting Puget Sound Energy regarding a balance due at your former home.
  

  Our records show this property was set up with Owner Allocation where when unoccupied by a tenant, the billing would automatically revert into the owners name to prevent a disconnection of service.Unfortunately, when the home sold in 2016 we were not notified to end the Owner Allocation which is why it recently reverted back into your name.
  

  I apologize that the charges billed in your name after 2016 were not reversed in full as discussed with our representative on June 21,2023.  I have since made the correction to your account and can assure you the balance is $0.00.
  

  If you have any further questions, please contact us at **************. We are available Monday through Friday 8:00 AM 5:00 PM.
  

  Sincerely,
  

  *******

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7-15-2023 at 8:30pm Puget Sound Energy turned off my power without warning while I was bathing my kids. They said it was an emergency to cut down a tree, yet we have had no inclement weather for several weeks in the middle of summer. It was not an emergency at any other time than at 8:30pm when their offices were closed. They said it would take 20 minutes and it took an hour. My kids were covered in soap and freezing. I had to rinse them off with gallons of water in the dark like we were camping all because Puget Sound Energy decided that I didn't need to have power. Thousands of trees fall and lay on power lines all over ************ and Puget Sound Energy never does anything about those trees. Yet someone gets preferential treatment at the expense of everyone else to get one tree cut down that they claimed was an emergency when the situation was no different than all the other trees.

  Business response

  07/25/2023

  Dear ********************,

  Please see our attached response.

  Regards,
  PSE ************* Leadership

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Unable to contact the business regarding payment arrangements, attempts via online messaging and emails have failed. Looking to contact the company regarding remaining debt from closed account. Payment arrangements are non intuitive (due out of bill cycles) and hard to track (no online record in account); paper bills incur additional fees and are discouraged. Attempts to call someone are time consuming and ineffective with wait times long and calls drop out after waiting, but messaging doesnt work either as responses sent to online account but cannot be located. Making payments online automatically requests full amount with no ability to track arranged payments or due dates.

  Business response

  07/18/2023

  Dear **************,
  

  Thank you for contacting Puget Sound Energy regarding your attempts to resolve an account balance at a previous address.
  

  Although unpaid charges on a closed account will be assigned to collection agency, we do not report to the credit bureaus. Due to your several attempts to resolve this account balance, we have pulled-back the charges from the collection agency so that you can set-up a payment arrangement.
  

  Creating a payment arrangement online through your MyPSE account provides three options: weekly, bi-weekly, and monthly. The first due date will automatically be set 5 business days out and the following payments would align with the weekly, bi-weekly, or monthly option that you choose. You also have the ability to choose the number of payments for the payment plan.Unfortunately, because the monthly billing has stopped due to the closed account, the due dates will not automatically align with the billing cycle.
  

  To make a payment online through your MyPSE account, click All Accounts then, Pay Now. This allows you the ability to make a payment in the amount you choose up to 30 days out; it does not require you to pay the full amount. As payments are made, the payment arrangement will update to reflect what is still owing. The payments and the balance due in the payment arrangement are visible through your MyPSE account.
  

  Our **************** agents are available Monday through Friday from 7:30 AM 6:30 PM by calling **************. They would be happy to assist you in creating a payment arrangement and have the ability to adjust the due dates, per your request. Please note, call volumes are typically high around the first of the month, Mondays, and the first business day after a holiday.
  

  Thank you,
  

  Customer Care Leadership

  Customer response

  07/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, with the caveat that final resolution will require additional email responses. I do accept and appreciate the contact and opportunity to resolve. 
  

  I will continue to correspond to finalise resolution via email :).
  

  Thank you to all involved :).  
  
  Sincerely,
  
  *******************

*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. ↩