Complaints

This profile includes complaints for Puget Sound Energy, INC.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Puget Sound Energy, INC.

  355 110th Ave NE Bellevue, WA 98004-5862

  
• 

  Puget Sound Energy, INC.

  PO Box 97034 Bellevue, WA 98009

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My power has gone out 3 times in the past 2 weeks, during some of the hottest days. Each time it takes hours for the power to be restored. Why was it not fixed the first time? My household is suffering in the heat, without even a fan to cool us, as well as the food spoiling in our refrigerator. The power being out has caused distress, such as being unable to sleep, not being able to cook and eat meals, migraine due to the excessive heat. I am requesting that PSE actually fix whatever is causing our power to go out several times a week, as well as give us a discount on our bill each month this continues.

  

  Business Response

  Date: 07/14/2025

  Dear Ms. ****************** see our attached response.

  Regards,

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

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23562523
  
  I am rejecting this response because:

  It states in your claims document that "equipment failure" is not covered by PSE. The three outages that have occurred over the past two weeks were all equipment failure. Due to the frequency of these outages, I would say that there has been negligence on PSE's part. I would also like to know the date that the cable will be replaced.

  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 07/17/2025

  Good afternoon,

  Attached is our response.

  Regards,

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

• Initial Complaint

  Date:05/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, May 16, 2025, at approximately 12:45 PM, Puget Sound Energy (PSE) disconnected our electricity without any prior notice. We received no written, email, phone, or verbal communication in advance. The shutoff occurred during regular business hours, causing significant disruption to our household and work activities.There was no warning or opportunity provided to resolve any potential issue before this action was taken. This is not only unprofessional but also a violation of basic consumer protection standards, which require adequate notice before disconnection of essential services.I am requesting that PSE:- Provide a clear explanation for why the power was shut off without notice;- Issue a formal apology for the inconvenience caused;- Ensure that proper notice is given in the future, as required I am turning to the BBB because direct communication with PSE onsite has been unproductive, and I am seeking accountability and a formal resolution.

  

  Business Response

  Date: 05/21/2025

  Dear Mr. ****************** see our attached response.

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

   

• Initial Complaint

  Date:03/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up payment plans with PSE they were still showing up as not being paid as they didn't set it up correctly in their system. I was advised by the manager to hold on payments until he set it up directly to make sure the payments were showing as a payment plan other wise it would just show as a payme t on past due owed and not the payment plan as he could see I was making the extra $20 /mo on top of past due and that it wasn't registering. He said to hold payments until he contacts me back and adjust it correctly it was all on a recorded line. I then received a paper from an attorney for non payment and they said we'll unfortunately he forgot to tell you that after closing an acct you only have 90 days no longer the 18 months. Sorry he didn't tell you the correct info not to mention he never followed back up with me for payments being set back up as he never did so. **** the supervisor I spoke to admitted he saw my conversation prior a day said sorry you were informed incorrectly and nothing he could do. I had an option to pay 500/mo for the next 90 days or it will remain in collections. I have 3 kids and am a stay at home mom I can't take on an extra $500/mo because they didn't follow up on their end and now won't stay with our agreement of a 18/mo plan

  

  Business Response

  Date: 03/13/2025

  
  March 13th, 2025
  
  
  
  ****** ****** / ************
  ********************************************
  
  RE:BBB Complaint #********
  
  To whom it may concern,
  
  When ****** ****** closed her account on 6/1/2025 her online payment arrangement was subsequently cancelled or ended.  This is standard procedure when a customer closes their account with ********************. Unfortunately, she was provided incorrect information as to why the payment arrangement originally closed. 
  
  Our business rule is to offer payment arrangements on closed accounts for the duration of 90 days or 3 months.  However, if the customer were to open an account again with ******************** they could ask for a balance transfer to their active account and then at that time make extended payment arrangements if they so choose. 
  
  The other option would be that ****** could mail in payments in whatever amount she would like. 
  
  PSE does not report to credit bureaus so any unpaid balance will not show up on ****** Hoketts credit report.  We do have internal collection practices which prompt collection calls. 
  
  Sincerely,
  
  
  Customer care leadership
  
  

• Initial Complaint

  Date:03/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint regarding the billing practices of Puget Sound Energy (PSE). My previous rental address was:******************************************** I moved out of this residence and signed the move-out contract with the building management, at which time I discontinued my payment arrangement with PSE. Despite this, I have recently received an overdue bill totaling $826.26 covering the period from June 2023 to December 2024.I believe that PSE should verify service usage with the building management or the current tenant before issuing bills for services I did not use. It is unacceptable to continue billing me for an account that was discontinued, and I am deeply concerned about the potential negative impact on my credit.For your reference, my PSE account number is ************** respectfully request that Puget Sound Energy dismiss this erroneous charge immediately and provide written confirmation that this matter will not affect my credit rating. I also ask that they review their billing procedures to ensure that similar issues do not occur in the future.Thank you for your attention to this matter. I look forward to your prompt assistance in resolving this complaint. Should you require any additional information, please do not hesitate to contact me at your convenience.

  

  Business Response

  Date: 03/03/2025

  Dear *** ****,

  Our response is attached.

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

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our power went out at 5:40 PM Monday evening. PSE gave a false restoration time of 9 PM then changed the time to 3 AM. I went to bed thinking we would have power and I would be able to begin my work day. At 6 AM we still had no power and our restoration time was changed to 8 PM. At this point I commuted to ******* for work. No big deal. As of 6 AM now of 2/26 44 hours later I am still without power and my fridge that I recently fully stocked with hundreds of dollars worth of food is no longer keeping anything cold and PSE is claiming restoration by Noon 2/26. I want my bill adjusted to reflect the hundreds of dollars in food I am losing and PSE needs to come up with a plan on how to reliable supply power when Washington gets a winter storm. they happen every year. The last one a close family friend died because she was on a breathing machine when her power went out and I believe PSE should be held accountable to that. They are not proactive and only reactive and cannot give accurate restoration times and they do not communicate with their customers well.

  

  Business Response

  Date: 03/04/2025

  Dear Mr. ******************** see our attached response.

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

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22992209
  
  I am rejecting this response because: one it does not fix the poor reporting of estimated restore times. For example our restore times were 2/24 9:00 pm, 2/25 6:00 am, 2/25 8:00 PM, 2/26 12:00 PM and finally 2/27 9:00 PM. At this final wildly inaccurate estimate I gave up and bought a generator which of course ran for a total of 3 hours and the power came back on. Finally I am rejecting this response because of this final paragraph and how cold and heartless it is in their response.  "
  We are sorry to hear about the loss of your close friend.  As with all Medical Emergencies including those that occur during power outages, we recommend customers have an emergency plan to keep yourself and your family safe during emergencies resulting from earthquakes, storms and other natural disasters that may cause power outages or interruptions of your energy service.  This plan should include calling 911 during a life threatening situation.  You can find helpful information on our website which includes information regarding emergency plans PSE PSE | Have a Plan for Emergencies"

  Our family member was asleep when the power went out and lived alone. She could not have made a phone call in her sleep. 

  if you can't give an accurate estimated restoration time... THEN DON'T POST ONE AT ALL BECAUSE IT IS ALWAYS A LIE! EVERY TIME THIS HAPPENS!!!!

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

• Initial Complaint

  Date:02/25/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 25 2025 ********* went out around 3:20 AM on **************. ********* went out and my two security cameras went out, but my lights were still on all the houses in the back of me. The lights were on just ************** was out that led me to believe that somehow Puget sound energy has connected my security cameras to the pole in front of the house. I want this investigated and looked at I want to hear from somebody and I need the polls check. There should be no reason. My security cameras in front of the house shouldgo out due to a power outage on the grid in front of the house. My power was still on the houses in back of me all had power. Theres no reason why there should have occurred or less. Someone has connected my security camera access to your system.

  

  Business Response

  Date: 02/25/2025

  Dear *** Shekeryk, 

  Puget Sound Energy (PSE) is not the electric service provider for your area, you will want to contact your electric service provider who I believe is ******************,

  Regards,
  Puget Sound Energy
  Customer Care Leadership

   

• Initial Complaint

  Date:02/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PSE constantly charge me based on what other houses households on my street use for electricity. I know for a fact that I do not consume the amount of KLW that I'm being charged for, I can prove this. Each time I contact PSE they do not take my complaints seriously and invent a scenario why my bill is this high. I would like PSE to back credit my account each winter, month because my electricity consumption is not different in the winter months vs the summer months and I can prove this, but they are not interested and continue to charge me double in winter months based on fabricated consumption billing.I would like for PSE to make an appointment to come to my house so I can prove that my winter months are no different than summer months and billing should be nearly identical year-round, give or take a klw or 2.

  

  Business Response

  Date: 02/10/2025

  Please find attached our response along with a spreadsheet of Mr. ********* consumption history.

  Thank you,

  Customer Care Leadership

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22919531
  
  I am rejecting this response because:

  The information proves my complainet, and that I'm being over charged.

   

  Why am I being charged double during the winter months, because I do not consume more electricity during the winter months, I actually consume less electricity during the winter months.

  So I would like to be credited the movies that I was over charged over the last 5 years, the differences between summer months and winter months. 

   

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

  

  Business Response

  Date: 02/12/2025

  Good afternoon,

  Attached please find our response to Mr. ********* recent communication on 2/12/2025.

  Thank you,

  Customer Care Leadership

  Customer Answer

  Date: 02/16/2025

   
  Complaint: 22919531
  
  I am rejecting this response because: 

   

  I am rejecting this response because:  PSE once again is refusing to provide evidence as to why my electrical bill is doubled during winter months. I have evidence that my electricity consumption is constant all year long, there is no more consumption during winter months, therefore, PSE is falsifying the meter readings and they are not actual meter readings.
  
  You would think that with such accusations PSE would take this complaint seriously, and would want to know what evidence I have. but they continue to deflect, year after year.
  
  I will be filing a complaint with the state of ********** to have PSE investigated as what they are doing falsifying their records.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They overcharged me for for my bill due in February. I also already paid Decembers bill and they added extra charges for no reason. Also previously at another location PSE added the ********* **** onto mine which in fact I never use over what I can afford. What makes it even worse was I wasn't home in these time frames the the high usage they put on my bill. The representative was not even trying to investigate the situation nor look at the calculations of the bill obviously. I'm also reporting them to the federal government because they as a company has done this too many times and get away with it.

  

  Business Response

  Date: 01/28/2025

  Dear Ms. ****************** style="font-size: 0.875rem;">We have completed our investigation into your concerns and find that your usage and account balance are accurate.  As shown in the graph on your most recent statement dated January 15, 2025, your usage has increased.  The usage began to increase in November which is consistent with when the weather gets colder and more usage is consumed from your heating source.  We have also verified that the meter readings for your meter have been actual reads, not estimated.  Which is consistent with what the **************** Representative discussed with you when you called on 1/27/2025.

  If you feel your usage is higher than you would like it to be, you can contact our Energy ******************* Team and speak to an Energy Advisor who can discuss ways you can lower your usage.  They can be reached at **************. 
  
  We have included an attachment which shows an accounting of your most recent three ********.  This accounting validates your account is current and your account balance is $173.00 which is the current charges for the usage period of 12/14/2024 1/14/2025 with a due date of February 5, 2025.  If you would like to make payment arrangements on this balance, you can contact our ******************** at **************.
  
  
  Regards,
  PSE ************* Leadership

• Initial Complaint

  Date:12/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 10/30/2024 Amount paid: $100 Nature of the dispute: I requested a credit balance refund check to be sent to my mailing address on 10/30/24 via PSE website. One 11/2/24, PSE agent replied and said the refund was issue back to a **** gift card without confirming with me. This **** gift card was used months ago for a PSE payment and I no longer have it in procession. I called on 11/3/24 and was told there is nothing they can do and basically, I lost that $100 credit and now I owe a balance on my account that I need to pay. I'd like to request a credit of $100 to be put back to my account. I don't believe this was my fault to begin with as I request a refund check and not as the credit balance to be refunded back to a card that I no longer have. If I was told this would be done before hand, I would ask PSE not to proceed with the credit refund process. Whether or not the business has tried to resolve the problem: As of 12/20/24, PSE has not done anything to correct its agent's mistake. Nothing has been done.

  

  Business Response

  Date: 12/23/2024

  Please see our attached response.

  Regards,

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

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22713150
  
  I am rejecting this response because:  there is no attachment per Business's response.
  
  Sincerely,
  
  **** ***** ****

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22713150
  
  I am rejecting this response because:

  Because I no longer have the **** gift card, I do not know the **** gift card number and all of the card information. Please advise on how I can provide all the card information when I contact the gift card company to reissue a new card. Are you able to obtain the gift card number and all the related card information? If you or I have all those information, we can just charge the card to my PSE account without getting a new replacement card from the gift card company.  

  As you can see, I now have a balance I need to pay in my account and I also lost $100 due to your PSE agent's incompetence. Please explain to me that why do I need to be punished for your agent's fault.  

  Thanks 

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

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22713150
  
  I am rejecting this response because: no attachment is attached.  Please reply the message directly and do not send reply as attachments because none of your previous attachments were attached properly.
  
  Sincerely,
  
  **** ***** ****

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22713150
  
  I am rejecting this response because:

  To file a lost **** card, I need the **** card number and the card related information (which I do not have, I no longer have the physical card anymore).  I also do not have the original receipt.  Please let me know how to file a lost card replacement with the **** gift card company without those information.  And I don't think you are reading or understanding any of my precious responses.

  Again, why do I need to be punished and lost $100 for your agent's incompetence?  

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

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Constant outage. Isn't that what you guys are supposed to provide? Unbelievable really

  

  Business Response

  Date: 12/24/2024

  Dear Mr. ********************** see our attached response.

  Regards,

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