ComplaintsforPuget Sound Energy, INC.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved out of my home on April 30, 2023.In March we called PSE to let them know of our departure from the property. In April we called PSE again to confirm they had record of our plan to depart the property at the end of April.We were billed by PSE for the months of May and June. We didn't live here during this time and shouldn't be held responsible for charges at this home, particularly as I called on more than on occasion to confirm my cancellation.When I called PSE to try to address this situation on July 6th I was told the following by "*********":1) They had no record or notes of my calls to them.2) They could attempt to access the calls if I could tell them the exact ************* of my calls.3) They could backdate my billing termination if my landlord agreed to call them and notify them of my departure.4) When I asked if there was a supervisor or someone I could escalate the issue to I was told I could hang up and call back and speak to someone else.These are my issues with what I was told in this call:1) I cannot be held responsible for PSE's lack of record keeping. How is it possible that the PSE keeps no notes on a customer call? In any case, this shouldn't be my problem.2) I don't keep records of my phone calls to be able to tell them the exact *************. Again, PSE has abysmal record keeping in relation to customer ********** The fact that my landlord would have control over whether or not PSE bills me for a home I didn't live in and DO NOT OWN is beyond absurd. They most certainly will not assist me in this matter.4) Being told to hang up and call back as a form of escalation is pointless and insulting.PSE is fine for me, a renter, to be on the hook for charges in a home I didn't live in and had a terminated lease for. How is this not the burden of the property owner? How am I being held responsible for PSE not keeping record of customer calls for service termination?Acct: ************

  Business response

  07/07/2023

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

  Thank you for contacting Puget Sound Energy to inform us of your recent interaction with one of our representatives regarding the closure of your account. We apologize your experience during this call was less than satisfactory.
  

  I have researched our phone records with the two phone numbers on file and have located a call on February 23, 2023 and again on July 6, 2023. Unfortunately,we were unable to locate any additional calls with these phone numbers during the months of March or April.
  

  A review of the February 23rd call found that service was started at the new property and stopping service at the old property was discussed. Our representative informed the caller that we could only stop service within 30 days of the requested move-out date. Because this date was more than 30 days in the future, the representative informed the caller that they could either call back or go online to end the account once within that 30 day window.
  

  A review of the July 6th call found that the agent misinformed you when she said we would need the specific date and time of your previous calls in order to search our phone records. Additionally, the representative should have escalated your call when you requested it and we apologize that she informed you to call back to speak with another representative as that is not our process. I have provided this information to the representatives supervisor.  
  

  At this time,the account is reflecting a stop service date effective June 29, ********************************************************************* order for us to change the move-out date, another person would need to accept the financial responsibility or we would need to locate the call that requested the stop of service. We would be happy to research our phone records further if you could provide an alternate phone number that you may have called from.
  

  PSE is a regulated utility therefore, if you feel we are out of compliance with the rules that we must adhere to, you do have the option to file a complaint with the ************************************************** (****). Their phone number is: ************** and their address is: **************************************************************************
  

  Sincerely,
  

  Customer Care Leadership

• Initial Complaint

  07/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Puget Sound Energy, Inc. is committing fraud in ******************* by using deceptive business practices by billing fraudulent amounts on consumer gas bills. Puget Sound Energy, Inc. made false claims that gas meter was not recording readings for the several months for the period we were not living in the property. We have several properties in other states and live in ******* for several months. During this period there is no gas consumed in WA residence. Puget Sound Energy, Inc. used fraud to estimate gas consumption for several months for the period we were residing in ******* during which there was no gas consumption. Our water was turned off for this period and there was no water consumption either. Puget Sound Energy, Inc. is using fraud to deceive consumers. Puget Sound Energy, Inc. changed the gas meter for our residence at ******************************************************** in June 2023 and made fraudulent claims that previous gas meter was not reporting readings. We were not living in ******** for several months and it was expected for the gas meter to not report any reading as gas was not being consumed. Puget Sound Energy, Inc. is using deceptive business practices to place estimate charges on consumer gas accounts by committing fraud. Senior executives of Puget Sound Energy, Inc. are involved in the widespread fraud to place estimated charges on consumer gas bills for the periods when WA property owners are not living in their residence. Desired resolution is for the gas bill to be based on actual gas consumption for six months of 2023 (Jan 2023, Feb 2023, Mar 2023, Apr 2023, May 2023 & Jun 2023) instead of estimating based on fraud.

  Business response

  07/06/2023

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

  Please see our attached response.

  Regards,

  ****** H

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PSE neglected to clear overgrowth during and after the plandemic, which resulted in multiple poweroutages one lasting 18hours.PSE rep. stated each time that the area was too dangerous to crew and equipment to restore power in a timely manner..PSE in 2019 was asked to raise the household average usage currently at 600kw. Todate this has been denied as the actual average household usage approaching 900kw.PSE fractionally calculates the tier1 rounded down to charge more rounded up in tier 2.Any and all credits given are cancelled by equal other charges.Its been 6 months and two letters that have been unanswered. A claim for loses is currently over two months unanswered.I too was given the same play book responce as other here have stated when an overcharge or spike in usage is identifed..After 2 months of investigations I conclude the utilites commisioner is just a voice for PSE.PSE accurately states I used ******kw in a 24hr period.My own actual daily and monthly reads do not match PSE actual reads on my bill.After requesting the daily meter read for that billing cycle I discovered the following:The usage/dates "Actual reads" is false.The transmitting meter data is logged in 10th of each month for billing. But my bill start/end dates reads up to a 4 day difference for both start/end dates. This is false PSE chooses the dates and read usage at will.The days in billing cycles also do not match my bill.My physical reads and the requested printout of PSE meter data do not match the meter usage numbers on my bill.The tier 1, teir 2 units do not match the daily meter reads from PSE.The spike , overcharge of double my daily usage in one days time is found to be an added day in the billing which is also billed in the next cycle.This monoply empire is stealing from 16 million customer by over charging usage, adding days from the next cycle cancelling credits by adding charges and collecting too much taxes.PSE pockets 3.5 billion dollars a year.

  Business response

  06/20/2023

  PSE records do not show a previous complaint passed to us from the BBB on 6/9/23 or any other previous date for a ******************************  We do however show ***************************** filed a complaint with our regulators, the **** on 3/30/23 and the *** closed the complaint on 5/18/23 with a Company Upheld disposition.  If the customer is dissatisfied with the ***'s investigation, they will want to contact the *** to discuss their concerns further.  The ***'s phone number is **************.

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

  Customer response

  06/22/2023

   
  Complaint: 20167111
  
  I am rejecting this response because: PSE failed to address the charges and billing practices.
  
  Sincerely,
  
  *****************************

  Business response

  06/27/2023

  Dear **********************,
  As stated in our initial response to your BBB complaint, our records indicate the charges you have been billed and PSEs Billing Practiceswere addressed in the complaint you filed with the ***** ********** Utilities and ************************* and their investigation found that PSE is compliance with the rules that we must adhere to as a regulated utility.  If you are not satisfied with the results of the UTCs investigation, you will want to contact them and request they re-open your complaint to address your additional concerns.  The BBB is not the correct source to investigate your concerns as they do not regulate utilities. 

  In review of the complaint you filed with the **** we noticed that it did not include the outage concerns you reference in your BBB complaint,therefore with this response we are including the results of our investigation into the outage history for your residence. 

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

  Customer response

  07/01/2023

   
  Complaint: 20167111
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  The outage document does not match the 2022 service quality report card which states **** outages less than 2 hours. And you still don't offer me compensation for my losses claim. I will refile my attached complaint of unlawful billing practice this time to the *** executive assistant. This practice will not continue. i will have resolution one way or another.

  Business response

  07/18/2023

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

  Please see our attached response.

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

  Customer response

  08/02/2023

  in your first response you claimed to have not received any correspondence from me now after reaching out instead of reaching into your fat pocket you've found a complaint and a claim both in your eyes meritless. No one from PSE has ever contacted me by any means I have only been in touch with your hand the ** UTC. And to let you know they have reopened my concerns to which i have added overlapping monthly cycles, overcharging a basic fee now that a real person doesn't read the meters, yet PSE continues to charge $7.50. Pictures of your neglecter to clear distribution poles/lines and Transmision lines to date, as I informed ** UTC, I will not accept a phone call all responses are to be in written form.  After I receive the ** UTC response my intent is a lawsuit. I hope more people read this and we all gather for a class action lawsuit. Thieves and Liars are what you are. Rich at that. I would have been content at the time for your basic $50 credit but after my research I found overcharging MONTHLY AVERAGE, BASIC FEE, TIERS, TAXES, OVERLAPPING READS AND NEGLETE

  Business response

  08/03/2023

  Dear *** ******************* have verified with the **************************** of the Utilities and ************************* that the "Informal" complaint which closed on 5/18/2023 has not been re-opened.  They did inform us that you filed a "Formal Complaint" on 7/10/2023 and that the *************************** has 90 days to respond to your filing.  If they accept your filing PSE will be notified.  At this time PSE has no further information or comments.

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

   

  Customer response

  08/04/2023

  a response letter from PSE via BBB states on 11/4/2022 circuit ****13 suffered a 12hr.46 min outage due to overgrowth vegetation. 2022 Service quality report card states freq. of outages per yr. **** length of outage per yr. 2hr.35min. ******* in *********** will verify my claim. I have also discovered much more overgrowth along distribution and transmission lines neglected by PSE that will cause future outages.  I have forwarded pictures to WA UTC to add to my complaint. Since 4/2023 I have been reading my own meter every 1st of each month only for the month of July has the bill been within 3 kw. I implore customers with spikes and overcharges to request actual meter readings to discover how PSE steals from them. And read their meters monthly to discover PSE theft.

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am putting a modular home on property I own. I applied with PSE to provide power hook-up, in November. Their standard (stated on web-site) estimate is 90 days. It is May, 11 and there is still no power. I have detailed notes and timeline of contacts that, I believe, shows their negligence/incompetence in this process. During the time I have been waiting for power to be connected, the modular home I own has been placed on the property but the interior can't be completed until there is power on-site. I have seen 4 interest rate hikes while I have been waiting and that causes the final interest rate of my construction loan to be higher once it converts to a 30 year fixed rate. I believe at this time, PSE's delays are punitive because I have pestered them to get updates about the project.

  Business response

  05/18/2023

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

  We are in receipt of the complaint you filed with our regulators, the **** (Washington Utilities and Transportation Commission).  Following is the response sent to the *** on May 17, 2023.  If you have any additional questions, you will want to contact the **************************** Investigator at the *** assigned to your complaint.

  Regards,
  PSE ************* Leadership
  
  ******************** Response to *** Complaint CAS-43697-K6S1W0
  

  On 9/3/2022 the customers contractor called PSE to find out about PSEs process for obtaining permanent power for a mobile home that would be relocated at the service address. He was advised to reach out to Kitsap County and was provided a link to PSEs process for applying for power and our **************** Handbook.They were also instructed to assist the owner with completing the application. On 12/19/2022 the project team received the customers application for electric overhead service for a mobile home to a remote pole, and the project team requested missing information about customers loads.  On 1/2/2023, PSE received the site plan and completed application.

  On 1/19/2023 a PSE project manager conducted a site visit and noted that the transformer needed to be upgraded. Over the following four weeks the project manager submitted a request for a Kitsap County permit to complete work in the public right of way, requested a real estate review regarding easements, and submitted the project to the engineering team for design on 2/15/2023. The project manager had originally estimated the job scope based on installing a *********** on the mobile home, but the design team determined that would not comply with PSEs standards.
  
  The project manager and customers contractor communicated and met on site several times between 3/1/2023 and 3/24/2023 to review the project scope and find the best option to locate the new meter. On 3/27/2023 the customer confirmed the meter location with the project manager. It was later determined that the location they agreed to install the meter would not meet PSEs standards and the customer has been informed about this.
  
  PSE understands that there were some mistakes related to the meter location from the project management team that caused the delay on this project. The project managers supervisor has explained the situation to the customer and assured them that ******************** will be willing to schedule this project for construction ahead of others once the customer sets the meter pole on their property and completes the inspection by Labor & Industry.  

• Initial Complaint

  05/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 2,2023, we connected our gas meter that wasn't used for years, as PSE told **: "it is connected". It's strange that it took them such a long time to locate our deactivated account, yet it took them seconds to "connect" our gas, very odd, but since we were not gas tech, we had to accept what we were told. However, the furnace didn't work. Unlike many other companies such as SoCalGas who starts services for their customers from A to Z by lighting up the furnace/stove or replacing pipes or connectors as necessary to ensure the safety & the service is truly started properly, PSE simply stated "connected" as if it were indeed good to go which made ** believe that whatever left was on the customer not ******************** anymore. However, no matter how we tried the furnace, nothing happened, no heat at all. We thought it was our furnace problem now that it was connected like what PSE said, as we hadn't used the furnace for a long time. We had no choice but hired a furnace guy to install a new one on Jan 23. Not until then did we realize that there was a lock on the meter! Please note that this lock was owned and installed by PSE not ** and it is PSE's job to advise ** the next step instead of waiting for us to instruct them what to do next. Typically, for an account that hadn't been active for decades, PSE should have at least done some basic sanity checks before they could tell ** that it was indeed connected. Obviously, it was PSE's dereliction of duty and their "connected" was not truly connected and we had to go ahead to replace our furnace based on their false statement. We hence filed a claim for refund. However, PSE denied our claim completely without admitting any part of their fault. Neither did they compensate ** any. They insisted that we should have called them first before replacing our furnace, but we already called them before. Exactly, how many times did PSE expect their customers to call back so that they would pay for our claim? Exactly, what should we believe? Should we have not hung up our first call and told them that their "connected" statement was questionable? Unfortunately, we were not PSE employees to understand how PSE operated internally, we only took what PSE told **. It's absolutely unprofessional for PSE to push off their fault to someone else' and acted as if they did nothing wrong, as it was PSE employee who misled ** to believe that everything was working fine on their end in the first place. Again, this lock was PSE's property not ours and it was their job not ours to tell ** that a lock they own must be removed prior to telling ** that "It's connected", yet in reality, they had never done so until we called back to tell PSE about the lock. Apparently, PSE had no knowledge of this lock, as otherwise, they would have already scheduled an appointment with ** instead of waiting for us to call back to be reminded of their false statement. Therefore, we shouldn't pay for their mistake.

  Business response

  05/09/2023

  Dear Ms. ************** you for contacting Puget Sound Energy regarding your experience with starting the gas service at your property.
  

  I have researched this matter and found that in 2016, the gas meter was replaced for maintenance. When the gas technician was onsite that day, he was informed by whomever was at the property that the gas service was not in use, and it was requested we leave the gas meter off. For safety reasons,a lock was placed on the gas meter and a notice was left for the person onsite to contact ** if they wanted the services turned back on.
  

  Additionally, I have reviewed the January 3, 2023, phone call and verified that the gas service did appear to be on from the customer service agents perspective. Had there been any issues with our service, it would have been important to notify ** so that we could remedy it as soon as possible. The next interaction on the account wasnt until January 20, 2023. The purpose of this call was for assistance in creating an online MyPSE account; there was no mention that the gas service was not working.
  

  We are sorry to inform you that PSE will not be covering the cost of your furnace replacement as we did not instruct you to replace your furnace if it wouldnt turn on. For future reference, if you experience any issues with your gas equipment, PSE will provide a free diagnosis.
  

  If you feel PSE is out of compliance with the rules that we must adhere to as a regulated utility, you have the option to file a complaint with the ***** Their phone number is: ************** and their address is: ***************************************************************************
  

  Sincerely,
  
  Customer Care Leadership

  Customer response

  05/10/2023

   
  Complaint: 20029448
  
  I am rejecting this response because:

  We were the sole owners of the same property back in 2016, but didn't recall such a request. Please show us our call log and/or our authorization signature which was part of utility companies' standard process. On the other hand, even if there were indeed such a request, why was a lock placed on the gas meter promptly back then upon a "request", but was never removed upon our new request to turn it on this January until we called back to request the same again? As PSE confirmed over our recent conversation, they have kept all call logs that also recorded PSE employee's false statement of "It's connected" which should have been what PSE is responsible for. 
  
  Obviously, PSE completely forgot about the lock they owned that they placed before telling their customer that "It's connected", as this lock is their own property NOT their customers'.  PSE should have been more familiar with their own process than their customers such as what needs to be done first instead of giving their customers a false statement.  They shouldn't have waited for their customers to waste time to initiate another call back to instruct them how PSE should have operated their own business.  They also shouldn't have tried to justify their incompetent and unprofessional practice. 

  Sincerely,
  
  Wenying Shou

  Business response

  05/11/2023

  Dear Ms. ******************** PSE replaced the gas meter for maintenance in 2016, it was not at the request of a customer. The gas meter replacement was part of PSEs compliance program. At the time, a customer was not signed up to receive a bill for the gas service, and as stated above, this replacement was initiated by PSE,therefore, there isnt a call log for this request. I apologize but I am unclear what standard process an authorization signature is needed for, that you previously refer to.
  

  To clarify, when we locked the gas meter it was not at the request of the customer or person onsite. ********************* standard practice when leaving a gas meter in the off position is to lock it for safety. The request from whomever was onsite that day was simply to leave the meter off as it was not in use.
  

  Unfortunately, the agent who started the account for you did not know the meter was off as it appeared to be on and operating as expected. We apologize for this error and the frustration its caused.
  

  I have spoken with our Claims team regarding the denied claim.They indicated that there wasnt an issue with the old furnace nor did it appear the heating company diagnosed the issue prior to the furnace replacement. If this is incorrect information, please provide documentation that states otherwise so I may look into this further.

  
  Sincerely,
  Customer Care Leadership

  Customer response

  05/14/2023

   
  Complaint: 20029448
  
  I am rejecting this response because:

  I was the only one who understands English at the property back in 2016.  However, I was completely unaware of such a lock or a notice until I called PSE the second time this year. 

  If the property was not using PSEs gas service, why would we come out of our property to the gas meter to look for a notice? This makes no sense.  For legal purposes or as standard practice, PSE should have the residents on site sign the notice or send mail to make sure that the owners are aware of the existence of this lock and the notice.  Of course, this may not have been as necessary if PSE were able to remember the existence of the lock they placed before claiming that it was connected.  In reality, however, PSE completely forgot about the lock, even though their customer contacted them on Jan 2nd and requested the services be turned back on, just like what the notice would have asked them to do. Again,we have never seen such a notice. As it would seem, however, PSE is incapable of a task as simple as keeping track of what goes on. Apparently, PSE doesnt operate their business professionally, as they could have their system set up for every address and marks any that has a lock in case what appeared to be on and operating as expected is actually off.
  If even PSEs agent, who started the account for **,did not know that the meter was off, why should PSEs customer or a **** tech supposed to know that the meter was off? This, again, makes no sense.  

  
  It was PSEs agent who first told ** that it was connected that led ** to believe that PSE had done their job and that was the reason why we called **** Heating who inspected the furnace in my presence.  ************ Heating tech, *****, the heat exchanger was rotted out. Furthermore, I asked him to replace the furnace as PSE already confirmed that It is connected.  However, regardless of whether the furnace was broken or not, PSE always finds an excuse to brush off their own responsibility.  If the furnace was indeed broken, PSE surely would deny their customers claim for refund, since the customer has to replace a broken furnace anyway at their own cost not PSEs.  On the other hand, if the furnace was working, then it was surely the **** techs mistake, as they should have checked whether the meter was locked or not before replacing the furnace, but again, why did PSE demand **** Heating to check whether the meter was locked or not without checking the same themselves first? Wasnt it also PSEs job and responsibility??? Further, we trusted PSEs Its connectedenough to tell the **** tech to replace the furnace.  

  If there were any fault on **, that would be ** trusting PSEs false statement so much so that we called a **** tech to replace the furnace when the furnace didnt work as expected if  the meter appeared to be on and operating as expected just like what PSE stated. This was why we are asking PSE to pay only half of the $3,300, as PSE should be responsible for at least half of the fault.

  
  Sincerely,
  
  *******************

  Customer response

  05/18/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
  
  Below is the details on our availability for a Mediation Hearing: 

  
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 
  
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  ____Mon. _x___Tue. __x__Wed _x___ Thurs. ____ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  ____ Morning _x___Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Regards,

  Wenying Shou

  Business response

  05/18/2023

  Dear Ms. ****************

   

  We are sorry that we could not reach a mutual understanding regarding this situation. Unfortunately, PSE is declining the BBBs offer to mediate as the heating company informed you the heat exchanger was rotted out and subsequently, you asked for the furnace to be replaced.

   

  If you feel PSE is out of compliance with the rules that we must adhere to as a regulated utility, you have the option to file a complaint with the ***** Their phone number is: ************** and their address is: ***************************************************************************

   

  Thank you,

   

  Customer Care Leadership

• Initial Complaint

  04/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two of your employees on the way to ********** to ******* ************* a bunch of cars. When told they cut off cars and asked to apologize, they refused and started swearing at people in line. They said they didnt care and called people names. Such as old f****** grandpa, four eyes, ugly ***, and more. They were driving a VW license place number *******. Both were wearing seattle public utilities jackets and said they were representing seattle public utilities. when asked what part of puget sound energy they were representing they said dont worry about it b**** Get the f*** back in your car. This is beyond disgraceful for puget sound energy and to have your employees not following basic ********* then swear at people in the ferry line while wearing jackets that say puget sound energy. There are many people who have videos and a number of cars who plan on filing complaints with the mayor of *****************. This is such a bad look on your company and I hope to hear back soon about what steps will happen with these employees.

  Business response

  04/24/2023

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

  Thank you for taking the time to send ** the information about your experience with what appears to be ************** Utilities employees.  You filed your complaint with the BBB against PSE (Puget Sound Energy).  PSE is not affiliated with ************** Utilities, and we do not have any ********** Fleet vehicles.  If your experience was with ************** Utilities, you will want to contact that company.  If you have additional information or facts that PSE employees were involved, please reply to this response and we will look into your concerns further as this is not acceptable behavior for PSE employees.  Currently the information you have provided in your BBB complaint do not give us any information to look into.  PSE vehicles are clearly marked with PSE on them and have PSE vehicle numbers on them.  PSE employees also wear PSE vests not ************** Utility jackets.  

  Regards,
  Customer Care Leadership
  **********************

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Puget Sound Energy (PSE) provides service to our son's property which we ***own with him. He is in the ******* currently deployed since end of November. His Jan and Feb energy bills reflect that no one is there. However, March and April bills show kilowatts being used. The property is empty and water service has been put on hold. There is no one in the unit as confirmed with tenant below, yet PSE tell us usage picked up around Feb. 24/25 through March 14. Clearly, there is a metering issue. We have attempted to resolve this with PSE. Phone call made March 9th, follow-up e-mail sent March 13th. They sent an e-mail back March 19th stating they couldn't find our account (even though we included the address and acct number in the title of the e-mail.) Sent them all the info they requested that day (March 19th). On April 2nd, they said they sent a secure message to acct, which we could not access. We then followed up with another phone call April 6th and was told there could be an issue and they would have someone check in and get back to us and should take 3 days. Here we are 5 days later no response from PSE once again. Help! We've attached original e-mail sent after first phone call.

  Business response

  04/17/2023

  Our response is attached.

   

  Regards,

  PSE ************* Leadership
  
  
  
  

  
  

  Customer response

  04/20/2023

   

  Complaint: 19932268
  
  I am rejecting this response because:
  PSE is continuing to be unresponsive. Yesterday I called yet again. I talked with *******. (Should be noted here that each time I call, I get a different person and have to start from the beginning. This is very frustrating. ) I asked ******* if I could talk to a supervisor. That we were beyond a lower level resolution. After a 10-minute hold, he said that none were available. He assured us that one would call me back within 24 hours. I gave him my cell phone number. They have not called.
  
  If you would like to discuss the usage further please contact our Energy Advisors at ************** Monday thru Friday 8:00am to 5:00pm.
  
  
  We called and talked to *****. She had no explanation for the spike in reported usage.  She just confirmed the numbers on the spreadsheet sent by PSE.
  
  
  The energy usage at your home went up on 2/25/23 and went back down again on 3/14/23. Please check with anyone who might have had access to the home during that time - is it possible they turned the heat on?
  
  
  This is the reason of my inquiry. As *** told everybody, there is no one living there! **** is currently deployed overseas. His tenant below (separate meter) has confirmed that his unit has been empty since he left.  No activity at all. Let me mention here again water service has been suspended. 
  
  
  We also show a call from you on 4/5/23 regarding the increase in the electrical usage from 2/24/23 3/17/23 when you indicated the breakers were off in the unit.  This agent created an order to have the account reviewed by our Billing Performance Team.  This review was completed on 4/12/23 and our Billing Performance Team did not find any billing errors and notified the ************* Team of their findings.
  
  
  I spoke to a **** on 4/5/23.  He told me that this would go to the metering department and turnaround time was 3 days and we would be notified of the results. That they would call us with the result. Not 4/12/23 as noted by PSE. We never received the call from the metering department or the Billing Performance Team.
  
  
  The BBB Complaint was received on 4/13/23 and the account was reviewed again by our Leadership Team.  This review found the usage to be accurate.  As a regulated utility the rules do allow customers 1 free meter test per year.  If you would like a meter test please contact our *************** at ************** so that a meter test appointment can be scheduled.  You can also choose to be present for the meter test.  If you choose to be present for the meter test, the agent will information you of the appointment windows available when you call.  Typically, a meter will not speed up and cause you to be billed additional usage, if it fails it will typically start to slow down and eventually stop registering usage.
  
  
  Here is the problem. PSE is saying the usage is accurate and were telling them it cant be because no one is in there. Yet they dont seem to hear that and have us going in circles. **** is in the *******. His ship has been deployed since 11/28/22.  First two months of usage reflect that and nothing changed so obviously a metering problem or a reading problem.   
  
  
  We have also included a spreadsheet showing the daily usage that has registered through your panel box into your meter from 1/7/2023 through midnight today, 4/17/23.  The meter read attempt occurs at midnight each day and the attached spreadsheet shows the successful reads and the usage transmitted. You will see in the attached spreadsheet that the usage was fairly low until sometime after midnight on 2/24/23 through 3/13/2023 and then dropped back down on 3/14/2023.  It appears all the breakers are not off or the main breaker may not be off as there is a very small amount of usage still registering through your electrical panel and into your meter.
  
  
  The kitchen circuit is on for the refrigerator. 
  
  This is the substance of my question. Why is there a report of increased kwh usage during Feb/March compared to Nov/Dec? And then a return, according to the spreadsheet, to the Nov/ Dec levels afterwards when no one is living in the unit.  The timing of the return to normal is right after our first inquiry by phone call on March 9th, followed up by an email on March 13th. 
  
  
  Today, 4/20/23, I talked to an ***** and *****. ***** was reluctant to give me ************* Mgr. ***************** contact information. But did transfer me to a ***** who informed me that she could not talk to me until a Washington *** complaint that had been opened was closed. I informed her that I had not opened said complaint. She thought it may have come from the BBB. I called the **** and they have no record of the complaint number that ***** had given me. I called ***** back and she gave me an additional case number to try. I then called *** at the **** again where she told me that the second number was also unrelated to any complaint. So PSE wont talk to me because of a complaint to the *** that doesnt exist. 
  
  
  I am seeking a correction for the March and April billing.
  
  Sincerely,
  
  *************************

  Business response

  04/26/2023

  Dear ********************,
  As stated in our initial response, PSE is a regulated utility and the rules do allow customers 1 free meter test per year.  If you would like a meter test please contact our *************** at ************** so that a meter test appointment can be scheduled.  You can also choose to be present for the meter test.  If you choose to be present for the meter test, the agent will information you of the appointment windows available when you call. Typically, a meter will not speed up and cause you to be billed additional usage, if it fails it will typically start to slow down and eventually stop registering usage.

  There is still usage registering through the customer ownedelectrical panel.  If you want to ensure there is no electricity going through the electrical panel you will want to make sure all the breakers including the main breaker are turned off.  We have included the daily usage history from 4/17/23 to 4/26/23 with this response for your review.

  If you feel PSE is out of compliance with the rules we must adhere to, you do have the option to file a complaint with our Regulators, the **** (**************************************************).  The can be reached by phone at ************** and are located at ***************************************************************************
  
  Regards,
  PSE ************* Leadership

  Customer response

  04/27/2023

   
  Complaint: 19932268
  
  I am rejecting this response because:

  PSE is actually proving my point with their latest response. The kWh usage has returned to levels prior to the disputed period. Ironically, they returned to those levels right after our first inquiry.
  

  PSE refuses to provide an explanation for this.

  Instead, they are reminding us that we can call to request a meter check. This is the second time weve received this response after THEY said that they would refer our case to the metering department.  Bureaucratic circles. Cmon!

  I will call the metering department  as suggested. But why wont they explain the reported usage in between two periods of consistent nominal power consumed? Only the kitchen refrigerator is on. The tenant has been away on deployment since 11/28/22. Everything is turned off.  
  

  Per the attachments, you can see what the crux of our inquiry is about. With no one living there, why would there be a change in reported kWh usage? And then a return to nominal usage. ( refrigerator, I assume ).

  I am going on a two week vacation tomorrow. I do not want this complaint closed. 
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: Friday, March 10 to March 16 and current, until complaint resolved. Our 6-unit condo has been without heat since Friday, 3/10. We are waiting for PSE to call us back to schedule an outage so we can fix the broken service line in the ground. Low temperatures have been 29*F and high temperatures 54*F this past week in ********. Our power outlets are not working so we have NO heat. PSE is effectively blocking our ability to fix the power to restore heat. We have called Monday 3/13, Tuesday 3/14, Wednesday 3/15 and Thursday 3/16 and have been told that a PM will call back as soon as possible. We have not received a single call back. We are currently still without heat. HOA of ******************** No. 1 in ********, ********** PSE Reference #*********

  Business response

  03/24/2023

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

  On 3/10/2023 a PSE serviceman was dispatched to the customers address to investigate a partial outage and requested the fargoes, which are the connectors inside a handhole that service lines are connected to, be replaced by a crew. A crew replaced the fargoes and the customer was informed that no issues were found with PSEs equipment, so they would need an electrician to investigate their customer owned wire for any failure. On 3/11/2023 a PSE serviceman returned to the site to review the work done the previous day and investigate an exposed copper wire. The serviceman again confirmed that no issues were found with PSEs facilities.

  
  On 3/13/2023, the customer contacted ********************* ********************* Services requesting a disconnect so their electrician could make repairs to the customer owned wire. The customer was informed the request would be queued for project manager assignment. On 3/15/2023 the project was assigned to a project manager who contacted the customer on 3/17/2023 and requested ********************* service provider check the site. The project manager scheduled PSEs service provider to return early on 3/20/2023 to disconnect the service. On 3/20/2023 PSEs service provider performed the disconnect and returned that same day to reconnect the service once the customers electrician completed the repairs. 

  The project manager was contacted by the customer on 3/21/2023 and was informed that the customer owned wire is still failing and will need another disconnection for further repairs to be made. The project manager will continue to work directly with the customer and their electrician until the service has been repaired with no further failures.
  

  Regards,

  PSE ************* Leadership

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to file a formal complaint against Pugent Sound Energy (PSE) for erroneous and predatory billing practices.PSE was my electricity service provider for my apartment located at *********************************************************************. They were my provider from January 2022 until I canceled services in February 2023. I used very little electricity because I was the only person in the apartment and I traveled regularly. My bill reflected that minimal usage for the entire service time until February 2023. My monthly bill averaged $25 -$35 per month until February 2023 when it suddenly jumped to $262.89 and PSE claimed I used nearly 10 times more electricity in February than I did in all the preceding months. This is wholeheartedly false because no one was living in the apartment in February. In fact, no one was living in the apartment for much of the year, starting in August of 2022. I purchased a home in Texas in July of 2022 and spent nearly all of my time there. I returned to the apartment in late February (February 23rd) to clean out the apartment because my lease ended on February 26th and I vacated the premises on February 25th.I have made multiple attempts to resolve this issue with PSE directly, but to no avail. I have asked to speak with supervisors and senior management without success. I continue to be told by the customer service reps that there readings are correct and that there is nothing more that can be done. They agree that it is strange to see the electricity usage jump that high so suddenly but refuse to admit any wrong doing or error on their end.

  Business response

  03/15/2023

  Dear *******************************,
  
  Thank you for contacting Puget Sound Energy regarding the unusual high energy consumption for your previous home located in ********, **.
  
  We visited the property on March 13,2023, to investigate the issue and can confirm the meter number associated with your account is the correct meter number for the unit you occupied. Our Journeyman Meterman performed a meter test to ensure the meter was registering properly and the results showed the meter tested accurate. Because the unit was still vacant, he was able to gain access inside and found the heat thermostat set to 75 degrees. Once he flipped the circuit breaker that was labeled fan coil off in the electrical panel, he confirmed the load on the meter decreased and nearly came to a complete stop indicating the high usage can very likely be contributed to heating the home.
  
  We would be happy to offer you a payment plan to pay the final charges on your account now that weve confirmed the billing is accurate. If youd like to set this up, you can do so online at www.PSE.com or by calling **************.
  
  If you feel PSE is out of compliance with the rules that we must adhere to as a regulated utility, you have the option to file a complaint with the ****. Their phone number is: ************** and their address is: ***************************************************************************
  
  Sincerely,
  
  
  
  Customer Care Leadership

• Initial Complaint

  03/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I put in complaint with the BBB and I have yet to hear back. From reading other people's complaints it looks like an audit/investigation is in order with Puget Sound Energy. I got 3 bills in two weeks, due just a few days after I received them. One bill for 200, another for 400, and another for 800. In calling the customer service people, I am getting two seperate stories about what happened and no one offering to look into this. On my account page I also see that they said they have charged my bank account 600 dollars, I looked at my bank account, no such record of that transaction. I also got an email from PSE asking me all kinds of personal information that I would never share on an email. My passport number??? really? What recourse do I have? Call my legistlator? Please help me. When I call I am getting no help, I fear they will cut me off and charge late charges if I don't pay these bills. I am feeling extorted. I will be glad to pay what I truly owe, and have been faithful and never late paying my bills.One of the customer service people said that my meter wasn't working so they installed a new one...then I get slammed for back payments at the tune of 800 dollars? If this is true,this was their mistake and this is a fine way to handle it during tax time.It sure sounds like many people are going through this same issue on here.

  Business response

  03/06/2023

  Good morning,

  Thank you for contacting Puget Sound Energy regarding your account. Our records indicate we received a complaint from the BBB on February 17, 2023, which we responded to on February 24, 2023 (complaint ID *********. Our records also indicate we received a complaint from the **** regarding the same issue on February 27, 2023, which we responded to on February 28, 2023. At this time, please work directly with your point of contact in the **************************** of the **** regarding this matter. They can be reached at **************. 

  Thank you,

  Puget Sound Energy

  Customer response

  03/06/2023

   
  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.  I would strongly suggest doing a better job at communicating any billing errors immediately with the customer to eleviate unnecessary stress to your clients and create better customer relations.
  
  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. ↩