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PG&E Customer Service

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PG&E customer service is ranked #409 out of the 630 companies that have a CustomerServiceScoreboard.com rating with an overall score of 30.77 out of a possible 200 based upon 24 ratings. This score rates PG&E customer service and customer support as Disappointing.

NEGATIVE Comments

23 Negative Comments out of 24 Total Comments is 95.83%.

POSITIVE Comments

1 Positive Comment out of 24 Total Comments is 4.17%.

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Disappointing Overall Customer Service Rating
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  • Recently someone used my bank account to pay their PG&E bill using PG&E's EZ-Pay option. Not only was my bank account used to make the payment, the person making the payment hit the submit button twice causing two payments each in the amount of $391 to be deducted from my checking account. I was out of approximately $800 either by someone's mistake or malicious intent. I called PG&E and their "Research Expert" told me that there is nothing PG&E can do about it and that i should either call my bank or file a police report.

    Customer 4/5/13 11:51AM
  • I have recently been told that I have to take out 3 trees because of PG&E power lines. I have offered to trim the trees but was told that PG&E do not trim trees. They would rather just yank them out. I am very upset about this as I will have one lonely birch tree in my yard. The town took 2 trees out a year ago and now 3 more will be gone. I do not get the anti green status that they have. I have been told I have no choice in this matter.

    cmflores 3/13/13 3:14PM
  • PG&E customer service is HORRIBLE!!! My family and I have gone without gas from PG&E for almost 9 months! I was orginally shut off because we were not able to pay a $1200 bill. Mind you that we only have gas for water and heat not electricity. SO, needless to say it was a very LARGE overcharge on their part. Since then they have gone over the charges reduced them and we have paid them. They said it was because the Smart Meter was faulty. Now we have to wait for them to replace the Smart Meter BEFORE the turn our service again. My husband has called several times to find ut when it will be replaced. He has been told that there is a 48 hour window..THAT WAS LAST WEEK!!! No hot water for showers or bathing, washing dishes. No heat this winter. We have been heating up water on the stove and using portable a heater. Definitely looking into solar.

    Anonymous 3/6/13 1:46PM
  • I recieved a phone call and the first thing I was told was how did I like my rebate check even tho I never recieved one. I was told that it was in the mail and would recieve in a few days basically what came down to was they wanted me to switch my electric over to them as my provider and used a shady tactic to get it switched. now all I do is get phone calls from them trying to switch over.

    Anonymous 1/30/13 9:18AM
  • PSE&G reps are horrible. I came home to find my gas was turned off. I called PSE&G to inquire. I was told that I owed a balance of $200.00. I was very disappointed that PSE&G turned my gas off during extreme cold weather after I paid $1350.00 in the past 3 days. When the PSE&G REP comes out to turn my gas back on, he states that my gas was not off do to non payment but due to a gas leak. SO PSE&G DOESN'T COMMUNICATE....WAS I JUST SWINDLED OUT OF $200.00 because the rep had no clue to why my gas was off. IF THE HOUSE WOULD HAVE BLOWN UP BECAUSE THE REP SENT THE GUYS OUT TO TURN THE GAS ON WHO WOULD HAVE BEEN RESPONSIBLLE. PSE&G turn the gas off so why wasn't there any notes on the account.

    I used my last emergency funds to pay the balance when I could of stayed in a hotel until this was resolved. Instead, I had to evacuate my home because the rep turned the gas back on, then noticed he smelled the leak after he lite the pilots and hot water heater.

    DISAPPOINTED ON THE LACK OF COMMUNICATION....DISAPPOINTED THAT THE REP PLACED MY SAFETY AND THE WORKERS SAFETY AT RISK....MOSTLY I AM DISAPPOINTED THAT THE REP LIED ABOUT ME OWING MONEY WHEN I ABSOLUTELY DID NOT!

    TJ 1/29/13 5:39AM
  • I live in a mobile home park with approximately 600 other residents. We received two copies of a letter (22581) saying that there would be a planned electrical outage for "the relocation of underground facilities". One letter is dated 1/11 and then a handwritten date of 1/17 and says that the outage is on Sunday, 1/27 from 8 am to 5 pm; the other is dated 1/16/13 and says that the outage is Saturday 1/26-Sunday 1/27 from 11:45 pm to 8 am. All attempts to reach Ramona Martin, the Planned Outage Coordinator, have been unsuccessful. Apparently, there's no one else that can discuss this matter. Since there's no emergency, the day and time of the outage (which still isn't known) is poorly planned. There's no good reason for an 8 hour outage to be planned for a day when most people are home. Being unable to discuss this with the person responsible makes the matter worse.

    Anonymous 1/22/13 1:44PM
  • I am so tired of getting phone calls every single day about a promotion. I told the people to please send me the information by mail because I will like to know more about it, but they keep calling.
    Last week I was very upset when the person who called me took some disrespectful position calling me " her sister".She was very out of her place.
    It was very rude and I did not give her any reason to treat me like that.
    We are customers of many years and PG&E shouldn't have this king of persons making what I suppose is a serious matter.

    Anonymous 12/11/12 5:47PM
  • Here's a tip, when offered to get an automatic call back and "not lose your place in line," don't take it. I was told I was 6th in line and so I did. When I started getting suspicious, I called again and was now told I was 11th in line but this time took the option to wait it out on hold. The customer service department finally picked up the phone and it wasn't until over 15 minutes into our conversation that the other line rang with the call back.
    It's definitely better not to trust PG&E but rather stick with the hold option.

    Anonymous 12/4/12 3:56PM
  • Hello

    I moved in August and moved to Cobb, CA where we have no mail delivery, no mailman. I have a po box that i had all of my mail forwarded to. I never received a final bill from PG&E, no courtesy calls, nothing. I am in escrow buying a house. I got a call from a collection agency last week saying that I owed $117... I said, "Oh my God" and pd it immediately. She informed me that it had already been reported to credit reports. This lowered my score 50 pts!! over $117? When i had no prior notice?? So, I had a conference call with my loan agent. The customer service gal informed us that there was no way the mark could be removed, courtesy calls aren't for everyone (by the way.... thanks for the excellent service) so, my life is being negatively impacted over $117 when I had no communication until after the fact. I demand that this be removed, I pd it the second I was informed. It's absurd, unreasonable and criminal. I need to have this resolved immediately, hopefully peacefully, or I will contact my lawyer on Monday morning. I am prepared to take this to the top. Remember Erin Brokavich? San Bruno? It's apparent that PG&E takes no accountability for their actions and do not care about the people.

    $117 dollars? Really? Courtesy calls aren't for everyone??

    contact info:

    j

    Anonymous 11/25/12 10:57AM
  • PG&E Care program representative continue to ask me to provide proof of my LOW income. I send them copies of my tax return and also fax them from local office as well. It basically comes down to the fact they do not believe I live on such a low income! well below their qualifications requirements.

    Anonymous 11/13/12 4:45PM
  • Once again PG&E has pulled out another huge scam on the public. They are now automatically switching all business over to the "time of use" rate with out the business's approval. This will be a "HUGE RATE INCREASE" for businesses who have to stay open to the public during peak energy times and have to keep the indoors lighted and comfortable for the public(Schools, super markets, grocery stores, restaurants, malls,etc.) PG&E is claiming that the California Public Utilities Commission is madating this change. Keep in mind that PG&E lobbies to fill all the positions on that board so that they control the commissions policies. It's self serving and allows them to dupe the public over and over. They are now effectively doubling the service rates for business so that they may pay for the repairs to their service lines in San Bernadino and else where. Please keep in mind, they were "ALREADY PAID" to maintain and replace these lines through EXTRA CHARGES called maintenance fees that they have been billing to everyone for DECADES. Instead of maintaining and replacing lines, they gave their UNION employees ridiculous raises and kept the rest for profit. Do you realize that the rude cashier behind the counter collecting your payment makes over $25.00 per hour. They can't even balance their till at the end of their shift, but they make over $60,000 a year with benefits. Their linemen make over $90K. However, when they screw up, we pay for it! The public needs to get the STATE OF CALIFORNIA to change the way the CUP's members are appointed. They need to be ELECTED BY THE PEOPLE, not appointed as favors to those who sponsored your campaign "Jerry Brown". Stop PG&E from stealing from us!

    fleeced californian 9/19/12 8:42AM
  • When the power ceased yesterday, 9-15-12, my wife, 78 years old, was in her recliner chair. The power failure resulted in my calling the PGE 800 number. After having to wait thru several recorded messages, I was told power would be "back on" in about 3 hours. I called our son who had to come over to life her out of her chair which would not function due to the power failure. I am in a wheelchair 24/7, and my recliner was in a position from which I had exited the chair a short time earlier. After our son helped his mother, we went to a facility that had refrigeration. It was terribly hot in our house. We returned several hours later and every thing was fine -- UNTIL -- earlly this morning, 9-16-12, the power AGAIN FAILED. THIS TIME, WE WERE BOTH IN OUR RECLINERS (We sleep in them in the living room.) and neither of us could get out of our chairs which were in a reclining position. It was about 3:00 a.m. and I again called the PGE 800 number and once again went thru the long process until I finally was informed it would be about 7 a.m. before power was restored. This was very frustrating!!! At the conclusion of the recorded message, I was asked if I wanted a call back, and I responded by pusihing the correct number to make the request. (Our son did not hear his phone at about 3.m., so I called the local Selma Police Station. An officer on duty came to our home. We were finally able to get our son on the phone. He had our house key. He and the officer helped us out of our chairs.) Unfortunately, I am 81 years old, grossly overweight with very bad knees (bone on bone) diabetic, and suffer PVCs. I could only slide on the floor with their help.
    But I finally was able to get into my wheelchair. My complaint is twofold: 1. Why did our home suffer thru a SECOND ELECTRIC FAILURE WITHIN 12 HOURS AND 2. WHY WHEN I DID RECEIVE A "CALL BACK" FROM PGE BE INSTRUCTED TO "PUSH 'O' IF I WANTED TO SPEAK WITH SOMEONE FROM PGE -- AND THENE, AFTER I PUSHED "O" THE RECORDING JUMPED BACK TO THE 800 ROUTINE AND NOT, NOT, NOT, GIVE ME SOMEONE WITH WHOM I COULS SPEAK, BUT RATHER STATE, "GOODBYE"? pge CAN AND SHOULD DO BETTER. MY KNEES STILL HURT!!!

    Bob Kirchner 9/16/12 6:11PM
  • I was on a Balance Payment Plan. Now they are billing me for the rest of the other months usage even if I am already out of that plan since February. These are unbilled months for the Balance Payment Plan so why would they charge a customer up to the end of the year if he opted out of the plan ?

    Shashita 3/13/12 11:31AM
  • My complaint regards the way PG&E manipulates the allowances for usage and rates per KWHr. For example:
    My electric bill was $212 last month for a condo with tall ceilings and 529 sq ft. Average temp: 62-65. After receiving that bill, and verifying its accuracy, I kept my temp at 58-63, with an occasial evening at 65-66. Just received my bill. The allowances were lowered in from Baseline usage to 201-300% and the rates were increased. I ended up paying more for what I used, even though I used less, lowering amount of usage in 131-200% range.
    I have been tracking rates, allowances and billing for the last year.
    In Dec 2010 and Jan 2011, I paid a total of $190.13 (sharing common area utilities in Dec 2010.) Based upon the rates at that time, I would have paid $230.46 for my share of KWHrs used.
    In Dec 2011 and Jan 2012, I paid a total of $343.22 for my personal usage.

    Had the homeowners not shared common utilities in Dec 2010, I would have paid approx. 49% more in the periods Dec 2011 & Jan 2012 than a year ago. I actually paid about 44% more. I think that I got my math right... Someone who is better in numbers can 'do the math'. The point: I think PG&E is manipulating allowances and rates to hide the actual increases and/or to 'shape' behavior--possibly to keep PG&E revenues up even if they are regulated to lower usage. Not sure. Question: are we getting caught between federal energy regulations, increasing energy costs, and PG&E?

    watching 2/29/12 4:50PM
  • I have smart meter and in the past used the web site to track my usage. Now every time I try to click anything on the usage page, it brings me back to the logon page. I wrote to discribe my problem on both IE and Firefox. I was given the simplistic remedy of allowing 3rd party cookies (already enabled, and made not changes between when I could use this site and now when I can't). I can't believe the money we pay PGE and they can't hire competent people for even their web site.

    In Pacifica 1/27/12 8:05AM
  • Very poor customer service. They talk as if they are doing a big favlor to help you. PG&E staff is rude and unfriendly.

    mayank 11/15/11 1:51PM

  • After two weeks of playing phone tag, getting the run around, and being told more or less im a liar i finally got pge to start new service at my home. I never been so insulted than i was today by "Paula" at the Fraud deparment and alisha was less then helpful. I am now anti Big Energy and will now spend my free time letting others know of your greed and illegal practices.

    Get_off_the_grid 10/19/11 11:58AM
  • it looks like I now have to have a windows live id why? why do you keep changing the path to get my bill downloaded. This has become increasingly annoying.

    dean 7/23/11 8:01AM
  • You guys are wasteful!!! Look into your useage of the vehicles and the personnel...cut your wastefulness, before asking for pay hikes to cover your mistakes, laziness, slothfulness...I have seen your wastefulness daily, by your vehicles(4) commuting between one county to another, same time everyday. There are also your so called supervisors doing the same thing in brand new trucks, What gives? I think I will refer this back to the PUC, and let them investigate...These people should be inspecting the lines, instead of figuring out where they are going to park for break, lunch...

    anonymous 4/14/11 7:31PM
  • I requested temporary sevice at one of my unoccopied rental units so I could paint/repair, etc. I was refused service unless I provided the PG&E representative with my Social Security number (over the phone) Due to identity theft, I refused to provide my SS#. I was told I would have to go to the local PG&E office to start service.

    I have been a PG&E customer since the 1960's with never a late payment. They could easily have used my current PG&E account to verify my payment record. I've lived in the same house 24 years. No, they wanted my SS#. I believe it is illegal to require SS# for anything but Social Security. I'm not happy with PG&E!

    DKC 11/16/10 8:19AM
  • My power cycled off/on and then off/on causing by new television to blow. PG&E denied responsibility. The area of outage was significant, and in some areas lasted 4 hours or more. They denied by request for reimbursement and did not return the initial phone call they promised. I am not pursuing legal satisfaction.

    Anonymous 8/25/10 2:58PM
  • The story below sounds familiar... contact the energy commission if you feel justified... they got my pg&e turned back on with the help of an outside affiliate TURN. check it out

    Anonymous 3/24/10 11:31AM
  • PG & E sucks & that's the bottom line. Before they installed the new 'Smart Meter', I would receive bills for outrageous amounts some months, then other months my bills would be what I consider the norm. I had bills that ranged from $125/m all the way to $1,200/m. I live in a small, 2 bedroom (+-800sf) house. I live alone 1/2 a month, then I have 3 kids that live with me the other half. Every month is the same old routine. The kids go to school, I go to work. When the kids are with my ex, I work alot more. So the majority of the time, the house is empty, other than my cats. I would expect my kilowatt usage to be roughly the same every month, give & take. I would also expect there to be a slight increase in usage in summertime as I tend to run the window a/c. But NO....the kilowatt usage I have been charged fluctuates wildly with no rhyme or reason. I'm talkin about 500/kh one month, then 1400/kh the next month, then 2500/kh the 3rd month & so on. I have made many calls to PG&E, had my power turned off several times (because I couldn't pay a $1,200 monthly bill), talked to a PG&E service man who was working at my neighbors (he agreed with me that there must be a problem) & even had an electrician go thru all the house electrical lines to see if that's where the problem was - ALL to no avail. I complained to PG&E that the meter on my house, which was the original meter installed when the house was built (1958), was making a grinding noise & maybe the meter was causing all the variations in my electric cost. I also told them how the little wheel inside was spinning like crazy even when I had every circuit breaker turned to 'OFF'. I was told on several occasions that quote 'Meters don't go bad, & if they do, they slow down, not speed up'. I fought this with PG&E for almost 3 years. Their whole attitude is 'Take it or leave it' - they don't care as they know there isn't any other power company that services my area that I could go with. They don't care that I'm a single mom with 3 small kids, they shut my power off for 5 days once. They are ridiculous fools.
    PS) I've had the new 'Smart Meter' now for 4 months and my bill has ranged anywhere from $125 - $168. YEAH PG&E - tell me again that meters don't go bad.

    Anonymous 11/13/09 12:23AM
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  • I want to say that the service I received was excellent tonight. I called at around 9PM and had a technician, Rocky, at my door by 10PM. He was very professional and friendly. Problem solved. Now I can sleep.

    Thank You,
    Connie Pudlak
    Patrick Ct
    Vallejo, ca

    Anonymous 12/30/12 11:24PM


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