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:12/26/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Hello,I've contacted PSE via email to enquire why my electric bill is nearly double on December 11th 2022, no response. On December 15th I emailed them again asking if anyone was going to respond to my original correspondence, no response from PSE.My bill was due for payment on December 19th 2022, so I paid the full amount to avoid any late charges.However, I believe that PSE is inflating they prices, when in fact I'm not using the amount of electricity that they claim I'm using. I changed nothing from previous months in usage, I don't heat my home with electricity therefore my electric bill should always stay in the same range every month.The lack of response from PSE leads me to believe that my claims are correct and they are over charging their costumers, as most do not pay attention to their bills.I would like for PSE to refund me the difference and stop inflating the electric bill, because each month is should be in the same range as the previous bills not nearly double for no reason.Thank you,******

  

  Business Response

  Date: 12/27/2022

  Dear ******************,
  Our records show we have received your emails however due to extreme call and email volumes your emails have not been responded to.  As stated in our email autoreplies sent to you, "unexpected high volumes may result in a delayed response".  We apologize for the delay.

  
  We have included with this response a copy of your usage history since you moved into this location.  When comparing usage history, you want to look at the same time period for the previous year's not the previous months. When looking at your usage history from 10/27/22 - 11/28/22, 10/27/21 - 11/24/21 and 10/27/20 - 11/24/20 your usage this year is in line with your usage for the past 2 years.  You actually averaged less kwhs per day this year than you did the previous 2 years.

  
  It is normal for electrical usage to increase in the fall and winter months compared to spring and summer due to colder weather and less daylight.  If you are not using electric heat your next largest consumer of electricity would be your water heater/tank. If you are interested in further information, you can contact one of our Energy Advisors at **************.  
  Based on our investigation of your usage history we find your usage to be accurate and find no problems with the meter serving your property.

  
  Regards,
  PSE Customer Care

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18639783
  
  I am rejecting this response because:

   

  I don't use electric heat and have my water heater shut off, it's been shut off since July of 2020, when nthe house became vacant. 

   

  So as you can see my compaint has nothing to do with usage, because no one lives there, but the electricity bill fluctuate, and it should not, it should be the same every month of the year.

   

  I suspect that my readings are estimate, not actual readings, and someone on your side needs to investigate.

   

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

  

  Business Response

  Date: 01/12/2023

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

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

   

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18639783
  
  I am rejecting this response because:  There is no responce from the business, all it said see attached responce, and there was no attachment.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to
  complaint ID ********, and find that this resolution is temporarily
  satisfactory to me.
  
  I will make arrangements with PSE to come by the house to check the
  meter to make sure it's working properly and see why consumption is
  fluctuating when in fact is should be stable year round with very little
  usage fluctuation. I hope to have this resolved.
  
  It would have been nice for PSE to offer these option when I first made
  contact with them and submitted my concerns and not have to file a
  complaint via BBB, but instead only excuses were made without any facts
  or understanding of the situation.
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/14/2022

  Type:Customer Service 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 partner and I moved from 2 separate apartments to a house together in September. I notified PSE that I was cancelling service and he notified PSE that he was ending apartment service and beginning a new service at the house. I was autocharged by PSE for October and November and he was not being autocharged for our house, despite setting up and transferring his account. When I reached out to PSE, I was tossed between multiple "customer service" agents who said they did not have notice of my cancellation and were only "able" to stop charges for service after this (my SECOND) notification. I requested via the messaging service multiple times for them to call me to discuss the issues and their response showed a blatant disregard for consumer services best practices and apathy to customer services. This experience brings to light the predatory business practices of this energy service. Maybe they feel that because they have a monopoly type of service over energy in the area that they can treat their consumers this way, but I hope that they take steps to train their customer service agents better and revise their predatory business practices.

  

  Business Response

  Date: 11/16/2022

  Dear *************************,
  
  Thank you for contacting Puget Sound Energy regarding your request to stop service at *************************************************. I have searched our phone records with phone number **************,and our email records with email address *********************** and unfortunately cannot locate a request to stop service at this address in the month of September. If you could please provide more information on how you notified us of your request to stop service,we would be happy to research this further.
  
  Our records show that auto-pay was enabled online, and ended on 10/22/22 after the October bill issued for $19.53 which covered charges billed from 9/22/22 10/20/22. When the service was stopped effective 10/22/22, a final bill issued in the amount of $8.56 which covered charges billed from 10/21/22 10/22/22. In reference to auto-pay being established on the account for the house,unfortunately, I would not be able to discuss this until you are listed as an authorized party which the primary account holder can ******
  
  I apologize your requests for a callback were not recognized by the **************** agents you were corresponding with via email. Each of these agents Supervisors have been informed that they failed to honor your requests.
  
  Again,we would be happy to further research your original request to stop service so we may correct the end date and provide a refund. Otherwise, if the property manager contacts us to confirm your move out date and accept the charges that were billed to you, we could provide a refund for anything overpaid.
  
  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: ******************************************************************** 98503.
  

  Sincerely,
  

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

• Initial Complaint

  Date:09/25/2022

  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.

  ***** services in affiliation with Puget Sound Energy, completely lied to me during the interview process on Thursday 9/22 I was told I would have to take a drug screen, but I could schedule it later down the road. I was also told the results didnt matter. The next morning I receive a voice mail stating I had to drive to a facility and take a drug test that very same day, so I did. Im an occasional Cannabis user, but nothing else I dont even drink. On Saturday 9/24 I receive an email saying if I test positive for THC I will not be hired. Where is the explanation for directly lying to potential employees? I spent a lot of time and energy applying to ***** Services and now it looks like one big scam. Im surprised that PSE has any ties to people like this. Also, it was never even mentioned specifically if they tested for Cannabis. Many companies dont even test for THC these days.

  

  Business Response

  Date: 10/03/2022

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

  
  Thank you for passing your concerns to us regarding ************** and PSE hiring process and requirements.  We have looked into your concerns which included reviewing Scopes Job Posting.  The following was stated in the (Must pass) section of the job posting - "Pre-employment DOT drug test is required (if you don't think you will pass, please do not apply)".  Had you inquired on or researched what you would be tested for in a *********************************) drug test, you would have been aware of the drugs that are tested for in a DOT drug test and have known that Marijuana is one of the drugs that is tested for.  

  
  We also passed your concerns along to ************** and they provided us with their response.  We have included their response for your review.  

  
  Please note that all PSE employees and our contractors are required to pass a DOT drug test as we must adhere to DOT regulations as our employees and contractors perform safety-sensitive job functions.  Employees performing safety-sensitive job functions in the transportation industry, are responsible for providing a safe work environment for co-workers and the traveling public. Creating a safe work environment not only means following established work rules but also following the DOT's rules on drug use and alcohol misuse.  If you are interested in learning more about this law you can review the following link with information from the *********************************.  https://www.transportation.gov.odapc/employee

  
  If you any further concerns regarding **************, please contact them directly at ************** or by filling out their contact us form on their website https://www.scope-services.com/contact/

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